1. Angelia K. Jackson
202 Summerford Orr Rd, Falkville, AL 35622
(256)226-6731 / (256)450-9029/ Momof4jacks@hotmail.com
CCNA Video, Security+/CE, Active DoD Secret Clearance
SUMMARYOF QUALIFICATIONS
 Over Fifteen years of Information Technology (IT) experience in the areas of Audio/Video (A/V)
setups and operations, Video Telecommunications (VTC) management, coordination, facilitation
and technical troubleshooting of Multimedia Conference Rooms (MMCRs), CISCO Video
Teleconference (VTC) bridging and conferencing systems and endpoints.
 Proven ability to supervise and lead a team providing Service Desk (SD) support, mission
application support and VTC operations utilized in world-wide communications with a service-
oriented mentality and high sense of ownership, maintaining a focus on delivering the projects on
time.
 Five years of SharePoint 2007/2010 related experience and 2013; developed multiple complex
workflow solutions using Nintex to improve business processes. Provide second-tier technical
support to SharePoint regarding site administration, authentication, permissions management and
workflow errors. Manage site permissions, site layout and appearance, and advanced list and
workflow content and functionality, documentation and product development.
 Account Administrator for multiple application and collaboration tools including over 100 Outlook
calendars, SharePoint sites and CA UniCenter Ticketing system. Working knowledge of Windows,
LINUX and CISCO Servers and Windows application features, permission levels and
troubleshooting.
 Exceptional training and mentoring skills. Create customer specific training packets, content and
sessions that quantifiably increase user skills. Communicate moderately complex technical
information ideas and results effectively in both oral and written form. Strong written, verbal and
problem solving skills Always establishing and maintaining communication with
customers/PMs/CRMs and proactively escalating any issues that cannot be resolved within the
established time frames.
 Technical Writing experience, involved with development of documentation, policies, processes and
procedures related to service management using IT Service Management and IT Infrastructure
Library (ITIL) methodology.
WORK EXPERIENCE
ASD/Harris Corp, HQAMCG6 Global Information Technology Operations Center (GITOC)
System/Network Administrator, Lead VTC MCU Bridging/Facilitator May 2011 - Current
 Tier2 Service Desk (SD) Lead for HQ AMC G6 GITOC. Provide direct program support for VTC services,
maintenance, and management to System Control Officer (SCO) and Assistant Systems Control Officers
(ASCO). Maintain the resource schedule; Prioritize workload, thinking logically and acting decisively to
accomplish tasks in critical situations. Define processes and communications between SD Tiers.
 Manage and operate the government-owned contractor-operated (GOCO), command and control (C2) mission
applications/contract operations at a Four Star Command for VTC network, which includes 10 CISCO Multi-
point Control Units (MCUs,or “bridges”), all VTC Codecs at each remote locations including
troubleshooting with Polycom systems, the gatekeepers for the Codecs, the IP-ISDN gateway,and all
cryptographic devices necessary to ensure proper secured transmission.
 In charge of daily scheduling, facilitation, trouble resolution, VTC and audio conference session support
throughout the headquarters. Respond, handle, and resolve direct customer inquiries in a prompt and
professional manner.

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 Created custom workflows using Nintex to streamline the process of customer submitted GITOC Support
Request Forms received by the Tier I Service Desk Analyst. Significantly improving turnaround time with
minimal errors.
 Responsible for successfully managing and configuring the CISCO network systems in preparation for
meetings, briefings, exercises,and realworld/contingency operations scheduled by AMC senior leaders.
 Responsible for evaluating, recommending, testing and installing new procedures and ways to improve IT
Service Management (ITSM) for the GITOC, by developing standard operating procedures (SOP)
documentation. Provided unique ideas and team building measures in order to effectively prepare and
complete required action plans.
 Responsible for successfully implementing production, productivity, IT quality assurance,and customer-
service standards utilizing ITILv3 industry best practices; resolving customer service issues while effectively
increasing overall performance within the Tier II team.
 Coordinates with Defense Information Systems Agency (DISA) and other Department of Defense (DoD)
Communities of Interests (COIs) to provide mission critical interagency VTC communication.
 Create,configure and maintain SharePoint lists and libraries for the GITOC. Understand the different
SharePoint permission levels and creating SharePoint groups.
 Document problem and troubleshooting efforts using CA Unicenter incident management tool, distinguishing
between different types of issues and select the correct source for solution. Provide issue resolution and
service recovery sufficient to maintain the contractual required uptime rate for all enterprise VTC calls.
 Summarize and report incidents for inclusion in team weekly report. Escalate unresolved tickets to tier III
support as needed, and report recurring problems. Interact with infrastructure team and/or development team
to restore service, identifying root causes,and correct problems.
 Gather the information needed to resolve customer issues and provide verbal and remote
instruction/assistance to customers. Evaluate and anticipate risks and manage risk mitigation strategies that
successfully increases work volume and assigns and distribute work among staff accordingly.
 Collect and report VTC usage metrics on a weekly basis. Monitor, track, and report all HQAMC VTC and
Audio only events supporting senior leadership events with a daily call volume of 150+.
 Supervise junior/mid-level Systems/Network Admins. Responsible for training new Tier I and II hires in the
processes used and daily activities performed. Coach, mentor, lead team goals and inspires the staff to
maximize their potential.
Science Applications International Corporation (SAIC)
Lead VTC Coordinator November 2007 - May 2011
 Served as an integral part of Defense Engineering Joint Analysis Team (DEJ) involvement of ensuring the
success of all pre and post test analysis planning and reporting. The single point of contact (POC) for
coordination of all VTCs for the Joint Analysis Team (JAT), included all pre and post mission events
supporting Flight and Ground Test reporting milestones.
 Developed tools and instructions, refining key logistics processes to aid DEJ personnel, JAT Leads and
SETAs in their performance of responsibilities. Created standards for JAT meeting announcements, meeting
request forms, and distribution list and coordination checklists.
 Created a VTC distribution data base of remote locations that included sites and POCs for each site. The
master distribution list worksheet allowed JAT leads and SETA to have a unique distribution list for specific
test events which simplified selection and sorting for meeting announcements.
 Hosted a “VTC 101 Scheduling Course” for the JAT leads and SETAs, to train them in the VTC Coordination
Process and introduce the standard forms for scheduling VTCs that I developed.
 Organized and maintained a community shared folder with the VTC request forms, meeting invitation email
templates, distribution list and instructions.
 Managed the JATs event distribution lists and was responsible for sending out events calendar
announcements. Tracked responses and receipts to ensure connections established for all briefers and Subject
Matter Experts (SMEs) at various locations as well as being involved in prior planning for distribution of
charts and read ahead packages for Executive level participants.

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 Provided support during the event, ensuring all expected sites connected and remained in the meeting to
provide communication equipment and presentation support.
 Provided back up support to the DEJ front office as needed and received training in other areas of DEJ
Operations to provide back up support as needed, including portal management, shared drive management,
technical writing and the process for posting final documents to the Missile Defense Data Center (MDDC)
library.
Science Applications International Corporation (SAIC)
Business System Analyst III November 2000 - November 2007
 Primary VTC coordinator and facilitator for five Huntsville Missile Defense Agency (MDA) locations.
Coordinated across severaltime zones for multiple remote sites with various types of communication
equipment and capabilities for both Unclassified and Classified connections.
 Performed troubleshooting of communication issues and equipment malfunction in local MMCRs to
determine the appropriate plan of action.
 Set up profiles of new VTC equipment, performed compatibility testing with systems at remote sites and
completed certification and validation processes with multiple bridging systems.
 Served as Information Assurance Officer (IAO) for maintaining Communications Security (COMSEC)
equipment and performing monthly Over the Air Rekeys (OTAR) for crypto keys.
 Primary POC for remote sites and customers, providing guidance with the coordination processes and
troubleshooting of MMCRs and various connectivity issues.
 Responsible for creating and updating policies and procedures used for scheduling, VTC coordination and
facilitation of local MMCRs.
 Developed procedures used for scheduling of Telecon bridge codes.
 Developed the formats used in providing notifications to or requesting additional information from customers
as well as providing and requesting information from remote locations for coordination purposes.
 Provided training to 7 team members on all procedures for coordination and facilitation of the Huntsville
MDA MMCRs.
 Served as Lead for the Conference Room Operations Team during extended absences of the Team Lead.
TECHNICAL SKILLS
 Hardware: Various MMCR AV equipment; COMSEC AV equipment including KIV-7 crypto keys with DVS and
Army Depot key formats; perform monthly OTARs.
 Software: HQAMCs Army Enterprise Portal (AEP) SharePoint and MDAs Enterprise Portal; VTC Bridge
Scheduling and monitoring Tools: TMS; Tandberg; Codian; CISCO TelePresence; Movi; Adobe
 Proficient in Microsoft Office Suite products; Outlook, Excel, Powerpoint and Word; and Adobe Acrobat
 Operating Systems: Windows 2007, 2008 and Vista
 Other: Nintex, CAUnicenter, Remedy, GVS/DVSG, CRTracker, Escheduler, MDDC Library
EDUCATION, TRAINING AND CERTIFICATIONS
 Security +, COMPTIA / CE , Expires April 2018
 CISCO CCNA Video Certification, August 2015
 Information Assurance Policy and Technology, December 2014
 Information Assurance Fundamentals formerly known as the (IASO), December 2014
 Enhancing Information Assurance Through Physical Security, December 2014
 DIACAP Implementation, December 2014
 Nintex Workflow Training, September 2014
 SharePoint 2013 Training, August 2014
 Army Enterprise Portal (AEP) Site Managers Training, May 2014
 Tandberg Certified Technician, July 2004
 AT&T Digital Video Services (DVS) Level 1, 2000
 152HR Computer Networking Training, FLORIDATECH, May 2000
 Leviton CAT-V & Fiber Cable Installation, January 2000
 NACSE Senior Network Specialist, December 1999
 Microsoft Office Training, January 1997
 Calhoun Community College, Associate ofScience in General Studies, May 1992

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AM X, EXTRON, BiAMP, ANDCISCO (routersandcodec's), Projectors, VideoWalls, AudioandVideoTestEquipment . 8yearshands-onexper iencedocumentingdesigndecisions, implementing,andtr oubleshootingt hefollowingt echnologiesandpr oject activit ies: A/VContr ol Syst em s, Audio digital signal pr ocessors, Video swit chingm at rixes, Enterpr isenetwor kedVTCsyst ems, A/Vconnectivit ydiagr am sandI Pprotocols suppor tingA/V technologies. Abilit yt otr avel frequently with short not iceandsuppor thighopstempowithM DASenior Leaders.•Secur ity+wit hCont inuing Educat ion(CE) ,Secur ity Cer tif iedNetworkProf essional (SCNP), Syst em sSecurit yCertif iedPr actit ioner ( SSCP) , GIACSecur ityEssentials Certif ication( GSEC) and/orCer tif iedInformat ionSystemsSecur ityPr ofessional( CISSP).- Audiovisualcert ifications( e. g., Cer tif iedAVProf essional, Cert ified TechnologySpecialist ,AMX) .•provide AV ser vicestoDoD or similar Feder alGover nment agencies. •excellent cust omer inter faceandcommunicationskills, bot hver bal and writ ten. •
exper ience workinginalar geteamenvir onm ent with at tent iontodetail, documentation andworkmanship.•exper iencein docum enting designdecisions, im plementing, andt roubleshoot ingnet wor kedAV. AM XProgramminganduser interf acedevelopmentexper iencewit hITIL framework.