This document is a resume for Justin Miller seeking an entry-level IT position. It summarizes his qualifications including technical skills in troubleshooting, software installation, hardware configuration, and customer service. His education includes a BS in Criminal Justice, an AS in Criminal Justice, and military training. He is CompTIA Network+ and Security+ certified. His experience includes working as a help desk technician where he exceeds call goals and a first call resolution ratio. He also has experience as an Army satellite platoon leader and basic training platoon leader where he led and managed teams.

1. JUSTIN MILLER
1501 Hidden Creek Circle Apt. K • Grand Rapids, MI 49505
989-763-5394 • jrmiller1987@yahoo.com
OBJECTIVE
 Well-educated professional seeking a challenging entry-middle level role in the IT field.
SUMMARY OF QUALIFICATIONS
 Technical
Troubleshooting
 User Training/Support
 Preventive
Maintenance
 Hardware/Software
Configurations
 Software Installs
 Compliant Handling
 LAN Connectivity
 Complex Problem
Diagnosis
 Phone & Online
Support
 Client/Server Models
 Outstanding Customer
Service
EDUCATION, TRAINING AND CERTIFICATES
 Comptia:Security+ 401 (IAT LEVEL II)
 Comptia: Network+ 005 (IAT Level 1)
 Browsers: Internet Explorer, Firefox, Chrome, Safari
 Call-Tracking Tools: Remedy, DISA Remedy
 Hardware: PCs, Laptops, Telephony Systems, Printers, Routers, Modems
 Security Technologies: Tier 1, Tier 2 and Tier 3
 Systems: Windows, Macintosh
 Networking: LANS, WANs, VPNs, VLANS, VOIPS, DNS, DHCP, Routers, Firewalls,
TCP/IP
 Production Software: MS Office 2010
Signal Basic Officer Leadership Course, U.S. Army; completed Mar. 2015
 In the first phase of my Basic Officer Leadership Course I learned an in depth spectrum of
networking. During this phase I studied and familiarized myself with many aspects of
networking such as but not limited to, the OSI and TCP/IP model, binary conversations,
subnet classes, subnetting, ports and protocols, network trouble shooting process, wireless
standards, wireless encryption and authentication, types of cabling and there capabilities,
network tools and hardware, network typologies, and software tools. I feel confident in my
skills and because of such I received my Comptia Network + certification.
 During the second portion of my course I became Comptia Security + 401 certified. I
became very knowledgeable with network security, compliance security and operational
security, threats and vulnerabilities, application/data, and host security, access

2. control/identity management, and cryptology. I have ample knowledge of both network
and network security plus both certifications with compilation of my course.
 Learned how to set up, manage, and administer a voice and data network, including VoIP
phones and satellites.
 Top 20 percent of graduating class.
 Configuring CPN stacks which provides internet-based connectivity to the Warfighter.
BS, Criminal Justice, Grand Valley State University; graduated in top 20 percent of class in
2012
AS, Criminal Justice, Montcalm Community College; earned May 2010
Officer Leadership Course, U.S. Army; completed Aug. 2013
 Learned how to develop and lead a team of personnel.
 Manage, supervise, and plan complex operations
PROFESSIONAL EXPERIENCE
Peckham Inc. Help Desk Technician, Grand Rapids, MI 2015
to Present
 Routinely exceed call-handling goals, closing an average of 30 calls daily (25% above
quota) with a 75% first-call resolution ratio and an average talk-time of 5.5 minutes -- well
below 8-minute goal and a ticketing time of an average of 1:30 minutes – well below 4-
minute goal.
 Diagnose, troubleshoot and resolve a range of software, hardware and connectivity
issues. Excel in asking probing questions and researching, analyzing and rectifying
problems.
 Partnered with Tier II and Tier III help desk peers based in the US, Germany and China
to resolve complex problems that required escalation.
 Provided detailed descriptions of issues in trouble ticket system and followed up
diligently to ensure swift resolutions.
 Received "outstanding" ratings on performance reviews each month, with top marks in
teamwork, customer service, communication skills and technical problem-solving.
Signal Satellite Platoon Leader, Michigan Army National Guard
2013-Present
 Lead 18 soldiers, maintenance and manage computer network equipment worth up to $3
million.
 Ensure a stable network connection for a tactical field environment.
Achievements:

3.  Helped set up an entire network to support data and VoIP, including selecting the ideal
equipment.
 Managed/Supervised a team that planned and established data and voice for over 100
Soldiers in a high stressful field exercise.
Platoon Leader, Basic Training, U.S. Army Jan.
2013-Mar. 2013
 Mentored, trained and supervised a team of military personnel.