Shayne A.

Pedro
Objectives
Seeking a position as an Information Technology (IT) Help Desk Technician

Summary of qualifications
3 years 11 months of experience in the U.S. Army working in telecommunications
Granted a Secret clearance by the U.S. Government. Valid until 2019
Lived and worked in culturally diverse environments in Germany and Afghanistan
Over 5 years of experience working in the Information Technology, including U.S Army.
A+ Certified since July 2013
Employment Experience

I.T. Help Desk/ Desktop Technician Salt Lake Community College, Taylorsville, Utah
Taylorsville Campus, Hybrid Technician, December 2014- to Current.

Received inbound calls from clients, verified the issue, and used 2012 R2 Configuration Manager Remote Control to
fix some of the clients issues.
Installed, and troubleshoot Cisco receiver for Virtual Desktop application and VPN.
Installed and Managed Microsoft Activation key (MAK) Office 365 installations that are provided by Salt Lake
Community College
Followed schools Computer use Policies, and verified Personal Identifiable Information of Faculty and Students.
While provided assistance, created tickets in Service-Now and maintain accurate log of work within the ticket.

Information Technology Service Technician (Tier 2) - Woodbury Tech Inc. Clearfield, Utah
Dugway Proving Grounds, NEC Contractor, September 2013- November 2014.

Contacted the Client, verified the issue, and used Dameware 9x Remote software to fix the Clients issues.
Installed, and troubleshoot Cisco AnyConnect VPN software for Client.
Update MS Windows Office Pro Professional 2007 to MS Windows 2010 and/or 2013 with NEC enterprise
Microsoft Activation Key (MAK).
Understood Information Assurance (IA) rules and regulations, while followed and enforce policies.
Installed IAVA patches remotely, for mission required update.
Provided assistance to resolve Remedy Tickets, and maintain accurate log of work within the ticket.

Tier 2 Inbound Technical Support Agent- Alorica, Salt Lake City, Utah
Best Buy / Geek Squad Project- May 2013- August 2013.

Remote client computer and assets the situation knowing when to escalate up .
Excellent verbal and written communication and interpersonal skills.

Tier 2 Inbound Technical Support Agent, Teleperformace, Salt Lake City, Utah
Verizon-Fios Project- Feb 2013- May 2013.

Assessing needs of the client in a timely manner and instruct how to correct technical problem .
Resolve issues and complex problems with provided hardware and software programs.

Satellite Communications Systems Operator, U.S. Army, Schweinfurt, Germany

Shayne A. Pedro

B Co. 44th Expeditionary Signal Battalion- Apr2011 Jan 2013.

Supervised a 4 person team in a tactical environment and provided technical assistance to

subordinates on the operation and maintenance of tactical satellite communication systems.
Performed alignment, control functions, and direct support maintenance on assigned communications equipment
to include the AN/TSC167-F (STT), AN/TSC156-A/D (Phoenix), and the AN/TTC59 (JNN).
Ensured backup equipment spares, and repair parts are available to sustain system operations.
Compiled system and network statistics for daily reports
Created, Maintain, and Troubleshoot a Battlefield Video Teleconference (BVT) in VPN
Responsible and accountable for all of the equipment assigned to the AN/TSC-167F valued at $2,500,000

Satellite Communications Systems Operator, U.S. Army, Camp Marmal, Afghanistan

B Co. 44th Expeditionary Signal Battalion- Apr2010 Apr 2011.

Installed, configured, operated, aligned, conducted performance tests, and performed unit and direct support
maintenance on tactical satellite communications equipment and associated devices.
Installed, Managed and Troubleshoot Cisco VoIP DSN Telephones over Call Manager.
Maintain event logs and practice Information Security daily.
Compiled system and network statistics for daily reports to numerous sources.
Provided Tier 1, 2, and 3 Help Desk support to 250 Users in a timely manner.
Basic knowledge of account creation and management in Active Directory

Satellite Communications Systems Operator, U.S. Army, Schweinfurt, Germany

B Co. 44th Expeditionary Signal Battalion-Feb 2010- Apr 2010

Performed alignment, control functions, and direct support maintenance on assigned communications equipment
to include the AN/TSC167-F (STT).
Installed, configured, operated, aligned, conducted performance tests on AN/TSC167-F (STT)
Operated and performed regular maintenance on assigned communications equipment, and power generators.
Education

Salt Lake Community College, Salt lake City, UT

Tooele Applied Technical College, Tooele, UT
Southern Utah University, Cedar City, UT
Tooele High School Diploma, Tooele, UT

Relevant Training
Phone, Data, and Video Troubleshoot Training- Teleperformace, Salt Lake City
SIPR/NIPR Access Point (SNAP) Operators Course Hohenfels, Germany
Joint Network Node (JNN) Operators Course- Schweinfurt, Germany
Battlefield Video Teleconferencing (BVT) Course- Schweinfurt, Germany
Satellite Communications Course- Fort Gordon, GA.

: January 2015 - Current

: May 2013- Aug 2013
: Aug 2007- May 2008
: Aug 2003- May 2007

: Mar 2013
: Oct 2011
: July 2011
: Mar 2011
: May 2009-Feb 2010