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309 3^rd St. NW 

Washington, D.C. 20001 

Telephone: (202) 702-9876

Email: Hailey.Clam@gmail.com

Hailey Clam, III

CompTIA A+, Cisco CCNA Certified (expired 10/17/2010)

Desktop Support Specialist/Cisco Network Engineer

TECHNICAL SUMMARY:

·         4+ years of experience in providing phone-based, remote, and deskside technical support to state and federal government agencies

·         PC imaging using various methods, including Microsoft RIS and Symantec Ghost imaging

·         PC break/fix experience, including building complete systems and upgrading hardware as requested

·         Proficient skiils in hardware/software troubleshooting

·         Professional and personable disposition, always with a “can-do” attitude

·         Works well as a member of a group or team, or independently as if necessary

·         Requires little to no supervision to successfully complete tasks provided

·         Handles irate and upset customers that same way you would handle any of customer: with care, conviction, and compassion, seeing to it that each of their needs are met

·         Configuring, installing, and troubleshooting Cisco network equipment, including but not limited to, routers, switches, and WLAN access points & controllers, running either the Cisco IOS or the Catalyst OS

·         Network monitoring and management via CiscoWorks LMS, WhatsUp Gold, HP Openview Network Node Manager, and Mir3 TelAlert (integrated with HP NNM for SMS network event notifications)

·         Fast Ethernet and Gigabit Ethernet (over twisted pair and fiber), VLANs and trunking (Cisco ISL or IEEE 802.1Q), Spanning Tree (IEEE 802.1D STP, IEEE 802.1w Rapid STP, and Cisco PVST/PVST+), EtherChannel (Cisco PAgP or IEEE 802.3ad LACP), Power over Ethernet (Cisco prestandard and IEEE 802.3af)

·         RADIUS for user network access control, TACACS+ for administrative access to the network devices, both authenticated via the Cisco Secure ACS and Microsoft Active Directory, Telnet and SSH, TFTP for image/configuration backup and restoration

·         IPv4 addressing and subnetting; EIGRP, OSPF, BGP, and static routing; configuring Access Control Lists (ACLs) on Cisco routers and switches; DHCP and DNS forwarding/relay

·         LAN-to-LAN and Remote Access  IPSec VPNs on Cisco routers and 5500 series Adaptive Security Appliances (ASAs)

·         Cisco 2950/2960/3560/3750/4500/6500 series switches;

Cisco 800/1800/2600/2800/3700/3800/7200/7500 series routes; Cisco 1100/1200/1300 series WLAN access points (autonomous and lightweight modes); Cisco 2100/4000 series WLAN controllers (for LWAPs)

PROFESSIONAL EXPERIENCE

network security systems plus              mar 2010 – present

helpdesk support specialist, senior (contracted to the walter reed army medical center, directorate of information management)

·         Provides first-level remote PC and application support for approximately 6,000 users and computers, including military personnel, DoD civilian employees, and U.S. Army contractors located at WRAMC and two remote sites

·         Resolves about 90 precent of all trouble calls received using the CA Unicenter Remote Control to connect to users’ computers, thoroughly documenting those issues that cannot be resolved remotely, and escalating those tickets to the appropriate groups within DOIM

·         Respond to users’ technical questions/requests via telephone and email, directing users to the appropriate department to fulfill their requests

·         Trains newly-hired technicians on helpdesk processes and procedures, including, but not limited to: handling telephone calls that come into the DOIM helpdesk; creating, updating, and closing trouble tickets in the web-based DOIM ticketing system (CA Unicenter Service Desk), with particular attention given to providing detailed documentation in each ticket; using DOIM documentation to resolve the most common issues reported by users

·         Became the “resident expert” on DoD PKI-related issues (smartcard logon, digitally-signed/encrypted email in Outlook 2003/2007; recovering and installing CAC encryption certificates)

modis, inc.              Dec 2008 – Oct 2009

network engineer (contracted to at&t, providing support to amtrak)

·         Provided day-to-day LAN support for customer sites in Washington, DC, with duties including, but not limited to: activating new LAN drops; reserving and assigning static IP addresses; troubleshooting and resolving connectivity issues, related to individual users and network devices

·         Configured and shipped routers and switches for deployment to various customer sites around the country

·         Participated in various projects supporting the customer, including a 48-hour continual (daytime and overnight) on-site support project for the customer during the 2009 Presidential Inauguration here in Washington, DC

·         Updated the IOS code on customer switches and routers to cryptographic images that support Secure Shell (SSH), to ensure Payment Card Industry (PCI) compliance on those devices to carry or pass revenue traffic

Orizon, inc.              dec 2007 – dec 2008

Cisco Network Engineer (contracted to the metropolitan washington airports authority)

·         Provides support for approximately 300 network devices, including Cisco 7500 and 3800 series core and edge routers, respectively; Cisco 3560 and 3750 series access switches; Cisco 6500 core and distribution switches; Cisco 4500 series distribution and access switches; Cisco 4400 series wireless LAN controllers and 1200 and 1240 series lightweight wireless access points, providing network connectivity to approximately 300 servers and 2.000 users across two airports in a tiered campus network infrastructure

·         Reviewed system logs and events as reported via SNMP as reports generated from HP Openview, CiscoWorks LMS, and Cisco wireless LAN controllers

·         Administered network-wide configuration changes to Cisco routers and switches via CiscoWorks LMS and HP Opsware network management servers

·         Research, document, and recommend software updates and configuration changes for the network infrastructure devices, as deemed necessary by myself and upper management

·         Researched, tested, and implemented a redundant ISP configuration using the multi-homed set-up and BGP with Cisco-proprietary weighting for high availability of web services and VPN access

·         Configured static routes, EIGRP, RIPv2, and OSPF for routing across the network

·         Configured and deployed routers and switches as part of network expansion or EoL replacement projects

·         Configured static access and voice VLAN’s on switches to support data and VoIP traffic, as well as ISL and 802.1q trunking for communication between switches and routers

·         Comfigured and implemented TACACS+ and RADIUS on Cisco network devices, in conjunction with the Cisco Secure ACS and Microsoft Active Directory, to provide AAA services for administrative and user network access

·         Implemented network-wide upgrades to the IOS software, primarily on the 3560, 3750 and 6500 series switches, including converting several 6500 series switches running the Catalyst OS to the Cisco IOS, with equivalent configurations, to support Secure Shell connections for remote administrative access, and 802.1x port-based authentication with the guest VLAN feature to allow vendors and other visitors access to the internet while insolating them from the corporate network

·         Worked with a team of engineers to plan, test, and successfully implement a redundant topology for the Emergency CCC project, using VRRP for gateway redundancy and STP UplinkFast with redundant uplinks into the distribution layer for resiliency

·         Configured autonomous wireless access points, which have recently been upgraded to lightweight access points and are managed via Cisco 4400 series wireless LAN controller and Cisco WCS server

·         Configured and implemented ACLs and NAT/PAT on Cisco ASA appliances, and Cisco routers and switches in the production network

·         Configured site-to-site and remote-access VPN’s on Cisco ASA appliances and Cisco routers

·         Researched, documented, configured, and successfully tested an implementation of SNMPv3 on HP Openview, CiscoWorks LMS, and Cisco routers and switches, to provide more security over the currently-deployed SNMPv2c

Centech Group, INC.               MAY 2007 – Nov 2007

Desktop support analyst (contracted to the u.s. coast guard headquarters)

·         Provided support for more than 5,000 U.S.Coast Guard users, located on-site and at more than 29 remote sites around the world

·         Deployed USCG Standard Image of Windows XP Professional SP2 to PXEBOOT-capable laptops and workstations via RIS servers

·         Responded to and resolved customer issues by phone, email, remote support (through Microsoft’s Offer Remote Assistance tool), and desk-side visits

·         Supported programs and application included in the USCG Standard Image, including Microsoft Office, Adobe Acrobat, and several USCG-specific enterprise application

·         Provided after-hours support for VIP persons and offices, such as the National Response Center, the Office of the Commandant, and the Command Center via telephone and Remote Access (VPN)

·         Found the cause and resolution to several frequently-occurring issues, including several instances of random workstation reboots, severe sluggishness of the Coast Guard’s file servers, and MS Word error messages regarding the Normal.dot global template

·         Worked as an apprentice to the Network Support section, utilizing the Cisco 4500 series of Catalyst switches, troubleshooting and resolving network outages, connectivity and configuration issues, including port activation and VLAN configuration for data, voice, and printers                           

DBTS, Inc.                   Nov. 2006 – MAY 2007

Tier I HelpDesk Technician (Contracted to the D.C. Government, Office of the Chief Technology Officer)

·         Using a customer service approach, provide phone-based technical support to over 5,000 government employees and contractors within the District of Columbia relating to hardware, software and network connectivity issues. Agencies supported include the Office of the Attorney General, the Executive Office of the Mayor, the Department of Health, and Fire and Emergency Medical Services.

·         Respond to incoming customer contacts via telephone, email, and voicemail.

·         Troubleshoot and resolve multiple hardware, software, network connectivity, web-based, customized applications and user security issues.

·         Track all incoming contacts using the Remedy problem tracking system.

·         Diagnose and answer any problems/questions pertaining to Microsoft Office 2003 Including Word, Excel, Outlook, and PowerPoint.

·         Utilize Active Directory to provide some account administration to customers.

·         Provide usage training to employees on various applications.

·         Troubleshoot customer technical issues using Remote LAN Desk remote control software.

·         Perform software/hardware installations, configurations and upgrades.

·         Assist in maintaining Remedy user database by creating and modifying user profiles.

·         Follow documented policies and procedures to meet required SLAs.

·         Work with management to ensure team goals are met.

·         Review monthly metrics and reports with helpdesk management.

·         Served as a liason between District government users and the Server Operations and Network Operations teams, assisting in finding resolutions to server and network issues

Self-employed              Jan 2001 – Present

Computer Technician

·         Consult customers on hardware and software purchases to best fit their needs

·         Assist customers with computer, network, and peripheral-related issues

·         Set up wired and wireless networks, for both home and business use

·         Remove spyware, viruses, adware, and other malware from computer systems

·         Troubleshoot, diagnose, and implement solutions to hardware and software issues

·         Install hard drives, memory sticks, expansion cards, and other hardware; operating systems and other software

·         Provide customers with methods for prevention of recurrences

Booker T. Washington Public Charter School               Sep 2002 – Jun 2004

Student Computer Technician

·         Provided user-level support for approximately 165 students in a network environment

·         Performed regular preventive maintenance on computers, updated antivirus and adware programs, and cleaned computer cases

U.S. Dept. of the Interior               May 2002 – May 2003

Intern HelpDesk Technician

·         Served as an assistant to the helpdesk staff in the Information Resource Management department of the Washington office.

·         Assisted Department employees with computer-related issues.

·         Maintained an up-to-date inventory log of available computers and peripherals using Microsoft Excel spreadsheets.

·         Troubleshot and repaired computers, upgrading systems as necessary.

·         Periodically tested computer hardware for functionality.

·         Relocated and deployed computer systems and peripherals throughout the building.

Techworld Public Charter School               Sep 2000 – Jun. 2002

Student Computer Technician

·         Worked on a team of instructor-selected students to provide technical support to the school’s 250 students and maintain the school’s computer and network resources.

·         Installed network cables and NetGear unmanaged switches in classrooms to provide network connectivity.

·         Tested and salvaged hardware, maintaining a log of available resources.

·         Performed junior-level administrative duties, creating user accounts and resetting passwords.

·         Using salvaged hardware, built 20 to 30 computer systems for classroom use.

                    

References Available Upon Request

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