• Provide tier 2 & 3 hardware, software, and satellite equipment troubleshooting assistance to teleport hubs and remote operators utilizing the iDirect Government satellite communications system, primarily an Adaptive TDMA implementation. • Travel to customer sites to perform iDirect system installations, which include installing/configuring Red Hat Enterprise Linux (RHEL) on Dell servers, racking servers and modems, basic configuration of Cisco routers and switches, and conducting an Acceptance Test Plan to validate the installation according to specifications. • Conduct iDirect Government system upgrades at customer locations. Install server updates locally or remotely, and upgrade remote modems over a satellite link. Most notably, conducted a “double-hop” upgrade requiring servers to be upgraded two times in succession, while keeping tens-hundreds of high priority remote modem users in network as long as possible.• Certified instructor for the iDirect Government iOM class, a week long course that contains in depth knowledge of iDirect Government equipment and operation. Conducts iOM classes from the company office or by traveling to customer locations.• Manager of the virtual machine lab used by the Technical Assistance Center (TAC) for bug testing and training. Builds and maintains approximately 50+ virtual machines.• Write Bash scripts to automate tasks. Reduced the time required for customer network audits from three days to a single day by writing a script that will pull information from multiple servers.• Experience with MySQL. Investigated the possibility of merging similar databases, pulling historical data, and troubleshooting beginner to intermediate database issues.• Used Material Markdown with MkDocs to create a static Apache webpage wiki for the lab and to create technical documentation for customers.• Familiarity with Python and Java. Ability to read and understand the basic function of the programming to troubleshoot advanced issues.

• Provides tier 1 & 2 support for the Integrated Broadcast Service (IBS), an Ultra High Frequency (UHF) broadcast and network utilizing Time Division Multiple Access (TDMA) Integrated Waveform (IW), under the Department of Defense to meet and exceed 99% availability standards• Operates ENTR, JTT-IBS, JTT-Sr., & AFTRS radios and Tactical Receive System (TRS), IW Planning Tool, and Downlink Monitoring Element (DME) software• Loads crypto via RASKL device• Works with IW engineers to identify bugs and limitations of the UHF channels and radios by running repetitive tests using a satellite simulator, and identifies software bugs to report to developers• Uses historical data to provide analysis of user, uplink site, and network service utilization• Compiles daily and weekly reports that identify periodic errors and creates a quantitative analysis of bandwidth utilization• Conducts inventory of COMSEC devices on a daily basis• Coordinates proactive resolutions and troubleshooting with satellite uplink sites, operation centers, and users before, during, and after service issues• Utilizes the DME ticketing system to document and track issues and manage user accounts, • Created the standard for high quality reports by developing an standard system in Microsoft Excel

• Supervised up to five personnel in the operation of a satellite communications earth terminal facility• Wrote monthly performance reviews for team members to identify accomplishments and improvements• Created and instructed training presentations for communications equipment and veterans benefits• Presented shift summaries to site managers, supervisors, and oncoming teams• Developed and managed a calendar to plan training and appointments around work hours

• Activated, deactivated, and troubleshot between 20-30 Super High Frequency (SHF) TDMA and FDMA circuits in accordance with the Satellite Access Authorizations (SAA) and Telecommunications Service Orders (TSO)• Configured EBEM modems, MIDAS patching and multiplexing software, frequency converters, and crypto devices such as the KIV-7, SKL, and KG-250 • Operated the AN/GSC-52, AN/GSC-39, and AN/GSC-78 antennas, and conducted daily, monthly, quarterly, and annual maintenance procedures to ensure stable operation• Utilized signal generators power meters to perform calibrations and tests on converters and High Powered Amplifiers (HPA)• Became a subject matter expert and provided next level support on HPA’s to include diagnosing and replacing broken internal components valued at over $200,000, such as high voltage tanks, circuit cards, and Traveling Wave Tube Amplifiers (TWTA)• Ran bit error tests on Fireberds and used spectrum analyzers to perform fault isolation and repairs• Worked 1-on-1 with users, network operation centers, and gateway service desks to troubleshoot problems and provide a timely restoration of services• Hands on experience with Cisco router networks and configurations

• Provided clients assistance with account related issues, e.g. check requests, bank wires, stock market updates, and website troubleshooting• Met one-on-one with current and potential clients to answer questions, promote new products, and open new accounts• Developed relationships with customers over time and learned to anticipate their needs

• Provided one-on-one tutoring sessions on the topics of accounting and finance• Assisted traditional students and employees from AEGON and Rockwell Collins

Additional Employment: May 2010 - January 2011• Performed manager duties• Managed weekend revenue and made bank deposits• Handled elevated customer concerns• Assisted in employee scheduling and supervision• Provided customer service, cashiered, and cleaned dining and work areas• Prepared and served food according to proper food safety and company policies