Charles Jackson

Experience

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  US Navy

  Oct 1973 - Jun 2003

  Information Systems Techncian

  30 years of solid military C4I Communications and Information Technology experience with emphasis on Western Pacific Allied and Joint Military Communication Special Operations.Authored, reviewed Policy and Plans, evaluated proposals affecting architecture for US Navy Commander 7th Fleet N6 C4I Doctorate Yokosuka Naval Base Japan AOR. Interpreted Mission Program Policies. N6 Senior Enlisted Staff Adviser for IT Satellite Enterprise Architecture while managing, allocating, and coordinating UHF/SHF/EHF Frequency Spectrum with other organization to support Fleet Naval Directorate and TASK FORCE Operations.Planned, Coordinated and provided inputs for Joint Naval Operations Command Control Communication and Computer (C4I) Fleet Exercise in Australia, Korea, Singapore, and South China Sea. Articulated operational communication requirements to Senior Staff Leaders and Program Managers to ensure proposals for Policy and Plans are submitted appropriately. Develop and interpret mission and program policy for the organization. Senior Technical Adviser and Circuit Action Officer functions of IT Satellite Enterprise Architecture. Manage, allocated, and coordinated UHF/SHF/EHF Frequency Spectrum in accordance with support for Fleet Naval Directorate and Operational Plans Western Pacific. Provide communication with Senior Staff Leaders and Program Managers to ensure proposals are submitted appropriately. Maintain liaison with Navy IT Enterprise Architects to leverage architecture efforts throughout Western Pacific Area of Responsibility.COMSEC Inspector/Adviser/Information System Manager.Managed Telecommunication Station Japan, Naval Aviation Western Pacific. Performed as Security Officer, Force Protection Officer, Anti-Terrorism Security Program Manager, Base Auxiliary Security Forces during 911 Crisis. Originated and wrote comprehensive security instructions, policies and plans procedures processing TOP SECRET Material.based on compliance of Echelon directives.. Show less

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  SAIC

  Jul 2003 - Jul 2005

  Help Desk Agent/VTC Operator

  Delivered tier 1, 2, and 3 support and served as single point-of-contact for the Network Operation Center (NOC) at NCTS Far East Japan.•Acted as key liaison between clients and help desk and ensured that all network, software, hardware, and telecommunications-related problems were handled accurately and expediently. •Designed customized end user training, which supported the efficient deployment of new applications.•Developed SOPs that ensured adherence to all Service Level Agreements (SLAs); troubleshot Internet browser.•Administered Microsoft Exchange Accounts and performed random audits on closed requests to ensure completion of requirements and user satisfaction.•Conducted service delivery metrics analyses that drove continuous improvement to phone-based, on-site, and remote technical support; documented tickets through Remedy and monitored Automated Call Distribution (ACD)..Excellent Knowledge of Remedy and One Net Administration Software.•Video Teleconference Operator for Commander Naval Forces Japan. Familiar with DOD telecommunication security requirements, policies, and programs •Regularly monitors the request queue to ensure Service Level Agreement adherence. Submit hardware service request to vendor for repair. Repair software programs within 72 hours. Analyze requests to determine the nature and severity of the request.•Ensure that all relevant customer information, needed to begin work on the request, has been provided and determine the appropriate technician for each request. Perform random audits on close requests to ensure completion of requirements and user satisfaction.•Identify trends in submitted request, and formulate suggestion for pro-active approaches. Understanding of trouble ticketing and reporting processes Show less

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  C4 Planning Solutions

  Jul 2005 - Oct 2006

  Site Lead

  •Astute Recruiter,Recruited personnel as Information Systems Site Manager to retain and build technical talent staff of 30+ network engineers assigned to national security technology initiatives. •Delivered full gamut of human capital competencies including the delineation of staffing needs, performance coaching and assessment, and resource allocation. Human Resource Manager/Recruiter/Government Contract Negotiator/Project Lead. •Provided project leadership and technical guidance and direction on system development and integration. •Assisted with senior level program management planning and administration, including the development of acquisition strategy, the definition of technical requirements, and the performance of case studies. •Experience in Architect/Solution designing, developing and delivering Help Desk Center solutions for clients.•Provides management support of daily operations. Identifies changes in computer and systems technology and interprets their meaning to senior management, bringing current and future knowledge of technology and systems as applied to the client’s requirements. •Directs personnel and plans technical assistance to facilitate the planning, design, installation, modification and operation of information systems. Facilitate long and short range plans for application selection, systems development, systems maintenance, and for necessary support resources.•Allocates personnel to various projects and directs their activities; reviews and evaluates their work and prepares performance reports. Confers with supervisors and advises subordinates on administrative policies and procedures. •Consults with managers, team leads, and subordinate personnel on hardware, software information systems change configuration management. Monitors the daily operations of Network Operation Center/resolve conflict.• Supervises assigned staff; performs additional duties as assigned. Determine customer requirements and workload. Writes directives. Show less

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  CSC

  Oct 2006 - Oct 2008

  Help Desk Agent/Site Lead

  •Help Desk Coordinator Tier I II III and Information Systems Technician for the Technical Network Operation Service Center for Naval Telecommunication Station Bahrain Middle East.•Create use accounts/ e-mail box in Windows/Microsoft Exchange Server, unlock accounts, reset passwords/load software application onto user work stations. Trouble shoot and resolve user problems, printers, and network connectivity problems. Strong Microsoft Windows troubleshooting in a production environment. Remote access •Work closely with Network Team Members and end user to resolve workstation problems. Support BLII and NMCI help desk operations, including customer desktop, LAN, BAN, and WAN functions. Directly supports the WAN Network at the Network Operation Center (NOC) and 6 different locations. Provided services. to Middle East Bahrain Network Operations Center that supports the backbone telecommunications infrastructure for voice, data, and video teleconferencing.•Improved customer service and maintained operation continuity by resolving complex and escalated network, hardware, web-based access, dial up access, wireless access, Outlook Express, and mission critical application problems. •Ensured 24x7 service delivery for 5,000 military clients and 2,000 civilian clients, including the Middle East Naval Commander; saved $85,000 on budget restraints which was reinvested in enhancing 30 personnel ergonomic help desk suits. These changes increased productivity at the Enterprise Service Help Desks.•Applied strong technical aptitude, provided expedient support, and improved troubleshooting ability of support technicians, which resulted in better client experience. Configured Mailbox/Restrictions/Storage.•Installed, configured, upgraded, and maintained desktops, laptops, networked peripherals, switches, and hubs Show less

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  Science Appication International Corporation

  Oct 2008 - Apr 2010

  Senior Help Desk Technician

  •Provided technical expertise in desktop lifecycle, endpoint security, first line diagnostics, and LAN/WAN/BAN operations; utilized Remedy Report System/Remote Dame Ware Access Devised an NCTS service level strategy. •Managed effective operation of all data communications, hardware, and software for the NCTS, 5 Middle East facilities, 30 naval ships, and 10 military bases at the highest standards of performance and availability through the application of vast knowledge of connectivity, network, and DNS issues. •Installed ACD system to enhance first call resolution for incoming calls via phone and email. Developed and implemented help desk operational procedures, resulting in a monthly completion rate of 98% for resolving an average 660 trouble calls monthly/ 22 calls daily/10 Man Crew 3 Shifts/300 military and civilian employees.•Granted Access Permission/Read/Write Only/Group Access for 7000 military and civilian personnel.•Took ownership of incidents and service requests and resolved escalated problems via the determination of scope and accurate diagnosis of issues. Active Directory: Create Account/Unlock Account /Reset Password.•Facilitated customer service training for the installation of software and hardware requirement to improve the quality of service and customer awareness, intricate operational procedures for network security. Show less

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  Project Community Connections, Inc

  Sept 2013 - Dec 2013

  Intake Coordinator /Housing Advocate

  •Ensures all clients provide complete and required documentation; provide mentoring and supervision, advocacy, and collaboration activities within varied client populations•Conducts and validates a comprehensive housing assessment to evaluate the need for financial assistance.•Responsible for screening, referring, placing and providing social services assistance to help connect people experiencing homelessness in need of decent, affordable housing .•Provide available housing options in the market and to improve the quality of life of homeless individuals and families by providing ancillary services that promotes personal and economic self-sufficiency.•Assist individuals and families experiencing homelessness to reestablish themselves in communities and find a place to call home.•Work in close collaboration with numerous human services providers and a wide range of property representatives to placed thousands of men, women and children into permanent housing settings that meet their particular needs for location, price and accessibility. Show less

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  DISA

  Dec 2013 - now

  IT Support Specialist

  Global Service Desk (GSD) Analyst Demonstrates excellent support in Information System Assurance, Security, Access Management. Leverage Access Management methodologies to provide confidentiality, integrity and availability of DoD Cyber-Centric Infrastructure. Commands the Technical expertise to track and monitor performance of assignments and provide positive guidance as required to ensure a successful outcome. knowledgeable and accomplished the completion of a myriad of IT operational tasks/Access Management projects daily that has yielded superb results.• Exhibits superior positive team leadership by inspirational action and effective communications. Represent effectively the mission, vision and goals of the Operational and Network enterprise.• Responsible for the Access Management of Accounts Creation, Deletion, Modification, Audit, and Revalidation/Non-Revalidation of privileged users at DISA Defense Enterprise Computer Center (DECC). Knowledgeable of Strategic Planning, Business Development, Information Technology, Compliance, Internal Audit, Legal, Risk Management, Human Resources Management and Development.• Deliver premier and timely secure access to systems and devices. Ensure appropriate access to data and data processing services, including desktops, laptops, servers, applications, operating systems and network services, while preventing access by unauthorized users.• Make sure regulatory compliance and conduct internal audits to sustain superior information security management. Assist the Information Assurance Officers (IAOs) with the routing-SAARs for all accounts. • Maintains Access Management as defined in ITIL V3 and is concerned with identity--unique information that distinguishes an individual-- and rights --settings that provide access to data and services. The process includes verifying identity and entitlement, granting access to services, logging and tracking access and removing or modifying rights when status or roles changes. Show less