1. Jeffrey A. Friesner
3537 Light Horse Loop, Virginia Beach, VA. 23453  Ph:(757)575-8453  Email : friesner69@gmail.com
Cyber Security Specialist
Exceptional Leadership – Provided guidance and support to 160 Technical Support Representatives,worked with
end users remotely via incident tracker, chat, phone,and remote desktop.
Technical Expertise – Supported installations, configurations and trouble shooting of desktop computers and
peripherals, workgroup and domain networks.
Outstanding Customer Support – Provided service to 4,000 U.S. offices and 500 Canada offices.
Education
 Bachelor of Science Degree in Information Systems and Cyber security
ITT Technical Institute,Norfolk, Virginia GPA: 3.98/4.0
 Associate of Applied Science Degree in Information Technology/Computer Networking Systems
ITT Technical Institute,Norfolk, Virginia GPA: 3.96/4.0
Awards & Achievements
 Highest Honors ITT Technical Institute
 Navy and Marine Corps Commendation Medal
 3 Navy and Marine Corps Achievement Medals
 5 Navy Good Conduct Medals
Experience
 Responsible for understanding and enforcing all Technical Support Department Policies.
 Monitored daily operations of Technical Support for possible trouble incident trends.
 Evaluated Technical Support Representatives performances and assess incidents for timeliness and quality.
 Trouble shooting ofdesktops,peripherals, workgroups, domains, printers and Liberty Tax applications.
 Provided network and customer support for over 4,000 franchises.
 Experience with Windows 10, 8.1, and 7.
 Installed and configured Microsoft Windows Server 2008. Set up accounts,permissions and group policies.
 Installed and configured Microsoft Exchange Server 2007. Set up accounts,permissions and groups.
 Utilized VMWare player to install and configure a server farm.
Employment History
Technical Support Coach (2014-2016)
- Provided Tier 2 support for 160 Technical Support Representatives. Supported installation, configuration,
and trouble shooting ofdesktops,laptops,printers, Liberty Tax Service applications, workgroup and
domain networks, broadband and dial-up ISP connections.
- Identify incident trends and liaise with Technical Support Supervisors on developing resolutions.
- Respond to help desk calls and incidents following in-house procedures and escalation processes.
- Document incidents thoroughly and accurately.
Technical Support Representative (2012-2013)
- Worked with end users remotely via incident tracker, chat, phone and remote desktop to resolve issues and
answer questions in a timely, professionaland effective manner.
- Handled multiple incidents at one time.
- Strong customer service skills.
 Best Buy Stores, Roanoke, Virginia
Mobile Sales Associate (2010-2011)
- Provided customers with solutions for feature phones,smart phones,mobile broadband devices and
tablets.
 Norfolk Southern Railroad, Roanoke, Virginia
Yardmaster (2008-2010)
- Supervised 30 people on building trains, moving railroad cars, and safety of operations.

2.  United States Navy, Virginia Beach, Virginia
Chief Petty Officer Air Traffic Control (1988-2008)
- Managed and supervised the training program, flight planning branch,and the career counseling of 84
personnel.