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Stephen Hefley
5100 West Rabbart
Avenue · Apartment
#105 · Midnorth
City, Lattingtown 71500
IT: Satellite Communications & Network
Administrator
Accomplished
telecommunications specialist with 6+ years of experience driving systems
functionality, reliability, and performance quality, including maintaining
greater than 95% issues resolution rates. Specialize in a diverse array of
state-of-the-art satellite communications to build and maintain very high
functioning communication links in volatile environments, including theaters-of-war.
Lead communications teams in ensuring the timely, accurate, and secure
transmission of sensitive data across distant terminals. Provide stellar
project outcomes for very high profile clients, including the United States Air
Force. Provide expert system oversight, conducting predicative, preventative,
and emergency maintenance to quickly resolve outages and performance
degradations. Hold DOD Security Clearance.
System Security · International
Environments · Technical
Team Building/Leadership · Systems
Installation
Mentoring · Troubleshooting/Support/Maintenance
· Issues
Analysis/Resolution · Government
Contracts
Regulatory Compliance
· Systems Testing
& Implementation ·
Performance Analysis & Optimization
PROFESSIONAL EXPERIENCE
TELECOMMUNICATIONS
SYSTEMS/ROCKWELL COLLINS, FOB Deleram 2, Afghanistan 2010-Present
DKET
Field Service Representative
Promote service
excellence for industry-leading provider of secure communications services for
very-high profile clients, including US government agencies. Monitor satellite
communications links to ensure the accurate, reliable, and secure transmission
of data. Consistently meet and exceed established targets for system
functionality, security, and accuracy. Evaluate equipment functionality,
including identifying and resolving existing and potential issues. Anticipate
and prevent outages and service degradations through expert troubleshooting.
Cultivate enduring relationships with key partners, staff, and stakeholders,
including providing exceptional, individualized customer service for VIP
clients in the USMC and Rockwell Collins. Develop and deliver hourly reports to
maintain unsurpassed equipment performance standards.
·
Maintained continuous functionality in 3 8MB
satellites for 10+ months with only ½ hour of preventable downtime through
outstanding equipment maintenance, troubleshooting, and repair;
·
Deployed technical expertise to replace
highly complex 3-part waveguide, ensuring personnel health and safety by preventing
radiation exposure;
·
Drove excellence institution-wide by
partnering with technical control, systems administration, and network
administration personnel to secure ambitious equipment performance targets;
·
Successfully pursued advanced technical
training while maintaining a formidable work schedule, including earning Cisco
certification.
UNITED
STATES AIR FORCE RESERVES, Tinker AFB, Oklahoma · 2010-Present
RF
Transmission Specialist
Provide audio support
for USAF Reserves events, including the setup and administration of PA systems.
Monitor systems functionality, including performing predicative and
preventative maintenance, as well as emergency repairs.
·
Advanced organizational objectives by
successfully setting up PA systems for 24 commander calls and 14 group events;
·
Pursued continuous professional development,
completing regular USAF training in evolving RF technologies and procedures,
including PSC-5 radio set training.
DIRECTV,
Oklahoma City , Oklahoma
Field
Technician/Service Technician
Ensured an
outstanding customer experience through technical service excellence, including
installing satellite systems on roofs, soffits, and walls. Developed and
executed installation strategies to optimize satellite systems functionality,
reliability, and quality, including installing poles for dish mounting, laying
coaxial cables from dishes to receivers, and bonding and grounding systems
against power surges and lightning strikes. Deployed technical skills to
provide expert troubleshooting and support both on-site and over the telephone.
Promoted client loyalty and satisfaction through product education, instructing
customers in the use of satellite systems. Quickly assessed, diagnosed, and
resolved service issues.
·
Consistently exceeded ambitious organizational
targets by efficiently and successfully installing more than 750 satellite
dishes within 11 months;
·
Resolved more than 350 service issues within
11 months through telephone and on-site support;
·
Provided a superb customer experience to
galvanize account retention and growth, securing 97% customer satisfaction
rate;
·
Devised innovative technical strategies to
surpass customer performance requirements, including developing successful plan
to install coax cable in 14-room residence with no signal degradation;
·
Earned 2 awards for the sale of DirecTV
Protection Plans.
UNITED
STATES AIR FORCE, Tinker AFB, Oklahoma · 2006-2010
RF
Transmissions Technician
Oversaw the
maintenance and operation of a wide array of state-of-the-art communications
technologies, including ground and space-based satellites, beyond-line-of-sight
wideband communications systems, telemetry equipment, and test tool systems.
Met and exceeded organizational communications goals by planning, developing,
and administering communication links with distant terminals. Drove systems
reliability, functionality, and performance quality, including scheduling and
conducting routine maintenance. Deployed troubleshooting expertise to
efficiently diagnose and remediate performance issues, preventing or resolving
outages and degradations. Maintained rigorous compliance with ambitious
security and performance regulations, including overseeing computer system
security and access.
·
Advanced organizational goals through
innovation, including developing deployment tracking system to provide
commander with full oversight of the deployment status of 149 personnel;
·
Salvaged more than $2.7M in military assets
by leading 5 member in inventorying assets, including identifying and returning
27 items of faulty equipment;
·
Maintained exceptional security standards
through vigilance and COMSEC expertise, including discovering sensitive data on
NIPR network, promptly transferring data to SIPR network;
·
Rescued $24K in operating expenditures by
using algebra and technical orders to engineer an alternative site layout kit enabling
communications among 210 personnel in joint training exercise;
·
Oversaw more than $114K in deployed assets
consisting of more than 226 in-theatre equipment items;
·
Addressed more than 433 computer issues,
resulting in 95% resolution rates;
·
Promoted short-term and long-range performance
targets through logistical oversight, including coordinating vehicle
maintenance, managing equipment inventories, and procuring resources;
·
Developed safety procedures and conducted
Self-Aid, Buddy Care, and CPR training.
TRAINING & DEVELOPMENT
Associate
of Science in Electronic Systems Technology
Satellite
Broadcasting and Communications Association (SBCA) Certification
Microsoft
Client Support Administrator Certification · Certified Self-Aid, Buddy Care, and CPR Trainer
Basic
Electronic Principles · Satellite
Wideband & Telemetry Systems Technical Training
Interconnecting Cisco Network Devices
1 · Interconnecting
Network Devices 2 (in progress)
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