Jonathan Summerlin Email & Phone Number

Reston, Virginia, Us

Glen Allen, Va, Us

Handled Tier 1 level calls in support of the NMCI network using the HP Service Manager ticketing systemResolved customer issues with great service and compassion for their problems. Acted as a liaison for customers and maintains knowledge of company proceduresProvided professional solutions to end-users, dealers, and service providers.Troubleshooting network connectivity issues while working with remote employees on a corporate networkEscalated complex problems to higher level IT support specialist/experts if I was unable to resolve the issue on my ownProvided supervisors or specialists with notes regarding the problem, steps I took the resolve the issue, & my diagnosis of the user's problemSupported users by performing system tests and updates after I completed troubleshooting & necessary repairsOperated as the initial point of contact for customers via telephone, email or live chat to provide technical support of hardware, systems, sub-systems and/or applications.Assisted end users in resolving their IT issues accurately and promptly Took detailed notes of the problem the user experienced, determined steps they could take to resolve the issue & managed the flow of incoming support requests.Remotely accessed users computers & made changes to their system and settings in order to resolve issues. Walked users through detailed steps in order for the user to solve system issues on their own

Memphis, Tn, Us

• Ensured dangerous goods shipments are properly loaded, secured and palletized on outbound aircraft/trucks in accordance with FAA and Fed Ex policies and procedures.• Ensured all packages and aircraft/trucks had proper dangerous goods paperwork on all departures & maintains files of all outbound hazardous shipments for a designated amount of time.• Maintained current knowledge of dangerous goods regarding proper certification, marking, labeling & packaging• Inspect & process dangerous goods shipments at origin locations that accept packages in accordance with regulatory requirements.• Performed spill cleanups efficiently, safely & within procedural guidelines when required

Hook, Hampshire, Gb

• Collected, received, handled, transported, processed, and prepared Hazardous Materials (HM) for storage and/or transporting• Provided Hazardous Materials (HM) management and delivery services from the Hazardous Material Center (HMC) to the Hazardous Distribution Service Center (HDSC)• Perform checks on HM storage facilities and lockers to ensure proper storage, segregation and physical separation of incompatible material, and shelf-life management.• Used various computer systems such as COSTPOINT, HMMS (Hazardous Material Management Software) & SIMS (Serco Inventory Management System) to create/build inventory, manage materials & process orders for government customers.

Hook, Hampshire, Gb

• Performed new hire orientation, responded to routine questions on policy and procedures and provided reports on employee turnover or time and attendance.• Provided initial and continuous training to all ICA-21 personnel in compliance with Performance Standards• Coordinated and informed ICA-21 of anticipated site visits from any government agency (DMDC, The Navy Project Office, ICA-21 PMO, etc.)• Established a Continuity of Operations Plan (COOP) for the site. Maintained and updated Security Online and the Appointment Scheduler• Performed regular maintenance and required system updates on all workstations, while keeping ICA-21 leadership informed.• Provided guidance to lower-level Personnel Assistants with extensive knowledge of various office software packages.• Served as the Primary SSM and accomplished common ICA-21 tasks such as the issuance of CAC and non-CAC cards as well as ancillary services such as PIN reset and the updating of DEERS data• Provided technical guidance and assistance to all ICA-21 personnel & coordinated site support and installation support issues with the Designate Government Representative (DGR)• Assisted in the proper staffing of the office by informing the Assistant Operations Manager of anticipated government and civilian personnel losses and screening applicants for contract positions

Hook, Hampshire, Gb

• Provided Contractor Identification Cards to government clients as a DEERS/RAPIDS Site Security Manager ensuring the unit’s contingency plans incorporate RAPIDS requirements• Was the go-to for RAPIDS-related matters while maintaining the site roster of RAPIDS current users and managing DEERS logon ID for new users• Viewed or updated RAPIDS configuration utilities when needed and maintains site information• Managed the security of RAPIDS workstations by deactivating/reporting security violators and ensuring the maximum protection against compromise and theft of sensitive information• Ensured RAPIDS audit trials were reviewed weekly and investigated any security violations with the Security Manager in accordance with Appendix K – Incident Response Plan Report