1. Colins J. Oakley
8803 222nd St E
Graham, Washington
(702)704-3645
Cjoakley89@gmail.com
SENIOR HELP DESK / TECHNICAL SUPPORT PROFESSIONAL
 SUMMARY OF QUALIFICATIONS
• Over 6 years’ experience in help desk
• CompTIA Security+ Certified
• Highly skilled in maintaining, analyzing, troubleshooting, and repairing computers/ Laptops,
hardware,software and peripherals
• In-depth knowledge of documenting and upgrading hardware and software systems
• Hands-on experience in creating user accounts; including user rights, security and groups creation
• Able to train employees; identify, analyze, and repair product failures
• Demonstrated ability to determine and recommend products or services suitable to the user
requirements
TECHNOLOGIES
Security +
MS Office 2000/2013
TCP/IP
CISCO
IBM/AIX 4.1
SMS
MS Exchange
Remedy
Command Post
VPN / SecurID
PROFESSIONAL EXPERIENCE
HELP DESK TECHNICIAN LEAD
December 2013 – Current
US Army – Joint Base Lewis McChord, Washington
Provided first-level technical support for global IT infrastructure supporting 35,000+ employees
throughout the U.S. and overseas. Troubleshooted hardware,software and connectivity issues for
Windows NT/2000. Additionally supported Expense Processing and E-Procurement,voicemail, and
telephone. Challenged to provide timely resolutions to support mission-critical application users.
 Achieved the highest levels of productivity, handling over 900+ calls per week and averaging 180+ calls
daily.
 Earned solid reputation for resolving complex issues and providing exceptional customer service.
 Promoted to assume additional responsibilities as Technical Advisor providing expert guidance to Help
Desk staff.
 Assisted users with policies and procedures for setting up conference calls, new accounts, web/network
presentations and voice mail.

2. Colins J. Oakley
8803 222nd St E
Graham, Washington
(702)704-3645
Cjoakley89@gmail.com
 Escalated issues as needed and maintained communication with customer and Technical teams.
Extensively utilized Remedy to record and track issues.
 Worked independently on Sundays providing sole support for international operations.
 Demonstrated exceptional skills in professionalism and responsiveness across a wide variety of areas.
 Contributed in streamlining all Automation Life Cycle procedures and processes,greatly improved the
overall submission to completion timeline by 30%.
 Managed the Automation Life Cycle Program that encompassed the acquisition, procurement, tracking
and issue of over 9,667 systems valued over $19M.
 Managed database for ten consolidated cellular contracts totaling over $600K; maintained accountability
and operational readiness of 2000 cellular devices.
 Knowledge of telephone networks to identify deficiencies throughout network planning.
 Detail-oriented, technically proficient Network Cable Installer with in-depth knowledge and
understanding of network cabling installation. Strong ability in measurement,cutting, splicing and
terminate cable using RJ45 and RJ11 connectors. Can terminate all of copper on 66, 110, and krone punch
blocks for voice.
HELP DESK TECHNICIAN
August 2009 - December 2013
US Army Fort Riley, Kansas
Provide desktop computer support which includes diagnosing and resolving any workstation
operating system software, application software or hardware problems; provide user instruction
for any workstation operating system software or standard application software; setup and
configure standard workstation operating system software, all authorized standard application
software, and all related services and authorized application software.
Education
University of Maryland University College
B.S. Criminal Justice May 2016
Certifications
CompTIA Security+