Albert Pickens
Networking Chief
Marine Corps Base Camp Lejeune,NC
Summary
Thirteen years of honorable military experience in the U.S. Marine Corps working as a team with government contractors, federal civilian employees, and other military branches. Well organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet and exceed team goals. Experienced in using hands-on problem-solving methods. Efficient Help Desk Manager with 6 years of comprehensive experience in IT industry. Outstanding problem-solving and troubleshooting skills with superb leadership abilities. Effectively managed technically diverse staff through delivery of high-level, consistent and responsive help desk services.
Overview
13
13
years of professional experience
Work History
Networking Chief / Help Desk Supervisor
USMC
Havelock, NC
12.2019 - Current
- Led and encouraged team members to learn and improve.
- Managed, developed and trained staff, established and monitored goals, and conducted performance reviews.
- Maintained primary relationship accountability for clients, overall servicing responsibility and client satisfaction to maximize profitability of client relationships.
- Analyzed and solved multi-faceted problems that effected executive leaders and business initiatives.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Recruited, trained and supported help desk technicians and representatives.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
Supervisor
United States Marine Corps
Oceanside, CA
11.2016 - 12.2019
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Delegated high volumes of work to empower team, build trust and assist with professional development.
- Tracked and prepared quarterly reports to present to leadership.
- Developed training, task and process guidelines and communicated clear and concise directions to 38 employees over 3 years leading to successful objectives.
Field Wireman
United States Marine Corps
Oceanside, CA
08.2013 - 11.2016
- Worked closely with network administrators and server engineers to deliver quality service
- Coordinated installation of new users and relocations of existing users
- Planned layouts and ran cable into buildings and through walls, attics and crawl spaces for over 15 large scale objectives.
- Read blueprints and schematics to correctly place equipment
- Researched and recommended network and data communications hardware and software
Field Wireman
United States Marine Corps
Marine Corps Base Camp Lejeune, NC
04.2010 - 08.2013
- Analyzed user-generated trouble tickets to determine causes of problems and took appropriate action for resolution.
- Worked closely with network administrators and server engineers to deliver quality service.
- Diagnosed and resolved complex integrated customer issues for implementation, add-on, maintenance and support of voice, data, VoIP and CTI applications.
- Coordinated installation of over 25 new users and relocations of existing users during each objective.
Training Mentor
Jamba Juice
New York, NY
02.2008 - 06.2009
- Trained and mentored 7 new personnel hired to fulfill various roles.
- Coordinated workshops for employees to better understand company mission, streamlining daily activities and aligning worker and company priorities.
- Analyzed company training methods and made adjustments to rectify issues, increase efficiency and exceed training goals, resulting in highly trained employees.
- Created and implemented new training initiatives such as online modules, interactive software, language labs and online programs, assuring continuous training to employees to promote long-term excellence.
- Developed and implemented updating training programs for 16 employees.
Education
High School Diploma -
06.2009
Skills
- Flexible and Adaptable
- Problem-Solving
- Interpersonal Communication
- Decision Making
- Multitasking Abilities
- Attention to Detail
- Time Management
- Verbal and Written Communication
- Analytical and Critical Thinking
Timeline
Networking Chief / Help Desk Supervisor - USMC
12.2019 - Current
Supervisor - United States Marine Corps
11.2016 - 12.2019
Field Wireman - United States Marine Corps
08.2013 - 11.2016
Field Wireman - United States Marine Corps
04.2010 - 08.2013
Training Mentor - Jamba Juice
02.2008 - 06.2009
Norman Thomas High School - High School Diploma,
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