Robert Heaney Email & Phone Number

Quincy, Massachusetts, United States

Central Falls, Rhode Island, United States

Respond to and resolve tickets and other time-sensitive incidents related to internal networks, servers, desktops, peripherals, printers, and iOS/Android mobile device support.Provides critical support to about 75 staff and over 500 students in different learning environments. Effectively resolved 4 total network casualties resulting from power outages and other weather-related events and restored network operations without significant impact on regular operations.Effectively employs strict documentation and planning skills to regulate and expedite on loading of new employees by developing plans to assign user laptops, mobile phones, and print support.Provides customer-oriented support through communication and feedback to work with customers to provide IT support which enabled a successful learning environment for students.Administers Aruba and Cisco network routers and switches to ensure optimal functionality and performance. Proficiently manage and troubleshoot network configurations, implementing robust security measures to safeguard against potential threats. Execute routine maintenance tasks, such as firmware updates and patch management, to enhance system reliability and mitigate vulnerabilities.Employs effective communication skills to work alongside ISP to respond to inquiries about faults on fiber-optic-based network systems provided.

Conducts information research, analysis, and production to present intelligence briefings to senior leaders and peers to sharpen unit awareness to enhance operations.Provided customer-oriented support and utilized communication and feedback to develop intelligence briefings tailored to unique mission needs.Effectively employed strict documentation and reporting skills to regulate and expedite the ability of the team to produce timely intelligence briefings.

Greater Seattle Area

Employed innovation in regular troubleshooting as well as maintenance of multi-million dollar intelligence collection systems utilizing various network routing/switching equipment, servers, and workstations utilizing Unix and Windows OSs. Enabled operations through the administration of electronic systems including installation of certificates (security, system, and user certificates), and use of computer shell scripts. Supported extensive Information systems maintenance evolutions resulting in the rectification of software and hardware discrepancies ultimately enabling the operational deployment.Coordinated with multi-echelon maintenance organizations; ensured minimal downtime of mission-essential equipment and guaranteed correct level actions were met. Performed Network Administrative functions with an IT department, responded to and resolved trouble tickets, processed User Account Request forms, and updated LAN infrastructure.Administered over 90 user accounts between multiple networks utilizing Unix systems as well as Active Directory across Windows systems.Typed documents, distributed memos, and reports; allotted information to internal and external agencies; and provided clear insight to leadership. Identified and resolved errors, discrepancies, and omissions as necessary; maintained and ensured accurate and complete operational information flow. Optimized personnel profiles, emails, logins and granted access to various operating systems for the organization with no loss of operational data.Supervised over 60 company personnel in the inspection procedures of company assets and systems; ensured the efficiency of over 30 cryptologic systems, antennas, servers, routers, and switches without degradation.Created training plans and prepared materials for users on topics such as Social Engineering Awareness, Wireless Network Configurations, Wireless Surveying, and Physical Security concepts.

As a communications payload technical expert, provided end-to-end payload operations, troubleshooting, and guidance to other payload operators aboard an afloat platform during operation Odyssey Resolve. Talked directly to vendors to create a new contract to include upgraded equipment that aligned more with client requests. Introduced process improvement measures for platform’s capacity building to align with national intelligence requirements.

Master Of Science - Ms, Security And Resilience Studies

Bachelor'S Degree, Information Technology

Associate'S Degree, General Studies