Resume

1. John Silas
(314) 459-6243
jm_silas@outlook.com
linkedin.com/pub/jm-silas
OBJECTIVE:
To secure a responsible, position as a network technician that utilizes my
certifications, skills and experience.
TECHNICAL SKILLS:
● Working knowledge of Cisco Unity Call Manager
● Able to install and configure Cisco routers and switches
● Configure and troubleshoot EIGRP, OSPF, and OSPF Multi-Area
● Maintain and repair workstations and thin clients
● Rack and configure servers
● Windows Server 2008, 2008R2 and 2012
● Working knowledge of Remedy Help Desk ticketing system
● Knowledgeable i TCP/IP protocol
● Knowledgeable in remote access systems and protocols
PROFESSIONAL CERTIFICATIONS:
Cisco Certified Network Associate: (Renewal Pending)
​Microsoft Certified Professional: MTA Number E496-5861
EDUCATION:
​Southwestern Illinois College, ​Belleville, Illinois 1/13 to 12/14
​Associates of Applied Science Degree in Networking Design and Administration
GPA 3.681/4.0

2. PROFESSIONAL EXPERIENCE
Interface Security Systems
Permanent Hire 01/16 to 04/17
Contractor With Insight Global 10/15 to 01/16
​Team Lead
● Manage and support the Help Desk Team in day to day affairs, ensuring the following of
defined workflow on all tickets.
● Address complicated support issues which have been escalated by team members.
● Ensure ticket response and resolution times are within SLA timeframes.
● Monitor call, ticket, and monitoring queues and reallocate resources as necessary.
● Identify areas of improvement of process and procedure, and provides feedback to
supervisors.
● Maintain a calm demeanor during periods of high volume or unusual events to keep the
help desk operating to standard and to set a positive example for the team.
Helpdesk Analyst
● Promptly and courteously respond and resolve client’s requests on the phone as
necessary, including technical difficulties, complaints, inquiries, and requests for service.
Must be able to diagnose and troubleshoot problems in an effective manner.
● All troubleshooting with customers should be based on customer’s technical knowledge
and availability. When necessary, the Help Desk Technician promptly forwards requests
to the appropriate responsible party for further action.
● Successfully provide troubleshooting support to customers with alarm system, video
system, and digital voice issues.
● Ability to uninstall and reinstall software, diagnose hardware related issues, and place
sites on test per technician or customer request.
● When necessary, promptly forward all call inquiries to a Help Desk Lead if unable to
resolve issue, a case must be created with description of the problem and customer
must be informed they will be connected to a Help Desk Lead for further assistance.
● Interact with personnel from different departments regarding technical support or
customer escalation.
Mercy Hospital​, St. Louis, Missouri 06/15 to 08/15
​Contractor
● Windows 7 Deployment
● Troubleshooting of Installed Systems and escalation of trouble issues
● Install Monitors and PCs

3. Sytek Systems​, Belleville, Illinois 09/12 to 10/16
​Owner
● Repair Desktop and Laptop Systems
● Install Operating Systems and upgrades
● Copy Hard Drives
● Recover lost data
● Malware detection and removal
​Anderson Hospital,​ Maryville, Illinois 6/14 to 8/14
​Intern
● Racked servers
● Maintained and repaired PCs, Thin Clients, and Laser Jet printers
● Trained on Cisco Unity Call Manager and installed phones and endpoints
● Installed Access Points and other equipment as needed