Michael Deak Email & Phone Number

Kuwait

• Render enterprise level support in a 24 x 7 secure environment for regionally dispersed personnel within multiple combat theaters under the responsibility of the Regional Cyber Center – Southwest Asia (SWACC).• Evaluate, prioritize and effectively route ITSM tickets for support, coordinating with globally dispersed technicians to achieve satisfactory resolutions. Providing timely reports of high priority tickets and issues impacting VIPs to the SWACC Watch Officer and leadership.• Clearly document and track all outages, Authorized Service Interruptions (ASI), HAZCONs, and Requests for Change (RFCs) that impact Network Operations. Compile daily reports of tracked outages, HAZCONs, and RFCs for leadership.• Provision user enterprise email accounts and Non-Person Entity (NPE) mailboxes utilizing the DISA Enterprise Provisioning Online (DEPO) portal. Coordinate Enterprise Email (EE) mailbox migrations and assistance from DISA regarding various EE issues impacting users/VIPs and NPE objects. Process users for Outlook Web Access (OWA) through the DISA Alternative Credentials for Disadvantaged Users (ACDU) Portal.• Process documentation for initial standard and administrative user account packets as well as periodic administrative account revalidations. • Create, modify and delete user and computer objects in Microsoft Windows Active Directory.• Effectively evaluate requests for Authorized Service Interruptions, coordinate notifications and concurrences with all stakeholders and higher command. Ensure approved requests are built on the SharePoint ASI tracker portal and updated on the shared ASI calendar. Compile bi-weekly reports for leadership of upcoming ASIs that will significantly impact network operations.

Hess Corporation Headquarters, Woodbridge Nj

• Provide technical leadership for network setup and support with focus on zero downtime and high levels of security. • Render effective troubleshooting support to users over multiple contact channels in a 24x7 highly secure environment. Provide support for desktops, laptops, printers, fax machines and phones. • Provide expertise and reliability in supporting LAN communications, DSL, Cable and Satellite backups at Hess Stations using the Retail Help Desk Hotline and HEAT Call Tracking System.• Direct the activities of remote technicians during network upgrade procedures that include running upgrade scripts on site servers and workstations, using Remote Server Administration Tools (RSAT).• Provide direction and support to onsite technicians in resolution of system installation related issues and other reported problems. • Involved with update of computer systems for a company-wide retail store(s) that entails support for the point of sale terminals, site servers, fuel dispensing equipment controller and credit card processing unit.• Troubleshoot diverse tank monitoring issues using system Sentinel, Telnet, Systech Port Server utility, upgrade of Port Server firmware and Onboard operating systems. • Responsible for adding users to the network, create user accounts and reset passwords using a basic understanding of maintenance allocation charts (MAC) and internet protocol (IP) addresses. • Maintain an inventory of equipment, analyze requirements for new equipment and provide recommendations for cost-effective purchase of equipment, within budgetary constraints.• Create technical documentation and user troubleshooting help documents for use by team members.• Prepare reports to provide feedback to senior management on status of project performance.

Hickam Afb Hawaii

• Provided technical support for the Air Force clinical application(s) used across the Air Force Medical Operations Agency (AFMOA) at global level.• Utilized Remedy to track the resolution of trouble tickets.• Provided troubleshooting support for maintenance of network connectivity (LAN/WAN), and phone systems over different contact channels.• Utilized Active Directory to administer users/computers and provided troubleshooting support for LAN and desktops.

Pac-Tnosc Ft Shafter Hi

• Responsible for management of shift operations that included maintenance of shift log and assignment of tasks to team members.• Formulated and implemented processes and procedures for providing 24x7 troubleshooting support over multi-modal contact channels, for IT Infrastructure as well as telecommunications environment.• Provided technical leadership for support with focus on zero downtime and high levels of security. Evaluated and tracked security incidents / violations.• Monitored the performance levels of DNS servers and circuit level routers with focus on high network availability. Tracked and analyzed Authorized Service Interruptions (ASIs) to ensure minimal downtime.• Managed trouble tickets using Remedy, and collaborated with a globally dispersed team of technicians for resolution of trouble tickets.• Provided reports on network performance to senior management along with providing document routing.

Pac-Tnosc Ft Shafter Hi

• Provided technical support in helpdesk environment, besides supporting phone systems and administration of user accounts for the Pacific Theater Network Operations & Security Center.• Evaluated, prioritized and resolved trouble tickets, using Remedy in coordination with a team of globally dispersed technicians, with focus on speedy resolution of reported problems.• Monitored network integrity and security including ACL ingress and egress charts and provided recommendations to enhance security levels.• Tested VPNs, DNS Servers to ensure compliance with security standards along with tracking of security incidents and violations.• Proactively analyzed internal processes and provided recommendations for streamlining support processes to achieve increase in productivity and response time.• Prepared periodical reports to provide information updates on systems performance to senior management.• Provided remote support to multiple training exercise missions in Alaska, Hawaii, Japan and Okinawa

Pac-Tnosc Ft Shafter Hi

Strategically drove key help desk projects to ensure on-time, requirements-compliant completion. Evaluated, troubleshot, and resolved issues involving the availability of critical network, hardware, and software resources for the Pacific Theater Network Operations and Security Center (PAC-TNOSC). Executed a broad range of complex testing and support of diverse VPNs, security systems, and DNS servers. • Collaboratively worked with staff members to review and monitor help requests in Remedy, following up with clients by phone and through email. • Closely evaluated security incidents and violations, as well as status reports for senior-level managers.• Facilitated the cost-effective transition and continuity of service by briefing incoming Coordinator during shift changes, further illustrating technical expertise.

Schofield Barracks, Hawaii

• Rose up to the rank of Sergeant based on excellent performance and served as Assistant Squad Leader and Team Leader. Received Army Achievement Medal, Army Good Conduct Medal (2x), Army Commendation Medal, and a Combat Action Badge.• Deployed to Afghanistan; directly supported the Regional Command Operations Center, and actively supported the first-ever elections in the history of Afghanistan. Provided technical support to over 850 network users.• Set up and maintained telecommunications and computer systems infrastructure including local area networks, wide area networks. Installed and maintained Line of Sight Multichannel Radio links. • Setup and maintained computer systems and peripherals such as printers, scanners at assigned locations.• Performed troubleshooting for SIPR and NIPR workstations and TACLANE devices, besides monthly changeover of trunk encryption devices.

Bachelor'S Degree, Information Technology - Security

Associate'S Degree, Network / Systems Administration, 3.0

Certificate, Networking Technology With An Emphasis In Cisco Systems, 3.75