Richard Cowan
Chesapeake
Summary
Experienced Military Veteran with a TS/SCI Security Clearance and 9 years of proven Navy experience in customer service, troubleshooting, inventory accuracy and control, log entry, database management, and communication. Confident Computer Technician with experience in help desk environments, assisting both employees and customers with various technical issues. Possesses knowledge of standard desktop hardware, various cisco platforms, routing and switching concepts, network security, and experience managing service calls while maintaining quality and efficiency.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Leading Ordnance Technician
NSWDG
08.2019 - 09.2023
- Provided customer service to approximately 27% of the commands civilian and government personnel.
- Diagnosed and resolved all technical issues in our office involving printers, KVM switches, thin clients, monitors, and phones.
- Managed the Ordnance Inventory System database for four years, ensuring 100% accountability across 50+ storage sites.
- Maintained detailed logs for ordnance transactions, chain of custody records, and also conducted a total of 48 monthly inventories for 2,300+ weapons and Visual Aid systems.
Volunteer
NSWDG Help Desk Department
01.2023 - 03.2023
- Helped in troubleshooting customers inquiries.
- Managed and logged client tickets in the commands ticketing system
- Trained on administering Active Directory, including user account creation, group assignments, role-based access, and password resets.
- Resolved 20+ hardware issues with thin clients, KVMs, multifunction printers, desktop towers, and RJ45 cable connections.
Intern
ASJ Solutions LLC
04.2023 - 08.2023
- Led a team of two in developing a database for tracking over 100 critical company task and deadlines, such as license renewals, employee trainings, upcoming security inspections, meetings, different phases of contract procurement, and more.
- Set up and maintained conference room hardware for the CEO’s daily meetings, troubleshooting any technical issues as needed.
- Provided technical support for the annual Women in Defense conference, helping set each room with devices and projectors for the key speakers to use, showing them how to operate all of the equipment, and assisting in any technical issues they came across.
Network/System Admin I
T5 JSU J6 (GOVCIO)
11.2023 - Current
- In my current role, I provide multifaceted Tier I and Tier II support across three areas on multiple enclaves, networking, systems administration, and help desk operations. On the networking side my daily task includes configuring switch ports, installing routers and switches, configuring networking devices, patching ports, performing wipes, maintain the communications closets, and troubleshooting various network issues that arise such as 802.1x authentication failures, physical link issues, and connectivity to servers.
- On the systems side, I support and maintain critical services such as Active Directory (AD), DHCP, Cisco Unified Communications Manager (CUCM), Outlook, and print servers. I perform basic server-level diagnostics, apply configuration changes such as DHCP reservations and printer port assignments, and build Jabber accounts and phone profiles. I also manage remote route additions within our KGs.
- My helpdesk responsibilities include imaging laptops daily, secure drive wipes, inventory management, and the troubleshooting of printers, displays, KVM's and workstations. I perform account management in AD handling password resets, token association and creation, and provisioning access to shared drives, distribution list and functional mailboxes. I provide a combination of remote and on-site support to users across various out stations, ensuring the timely resolution of their technical issues. Additionally, I maintain and support a total of 5 CineMassive video wall systems ensuring uninterrupted feed display during daily operations.
- This role demands a high level of versatility, attention to detail, and the ability to interface with various customers, units, and military branches while supporting mission critical systems in a secure and dynamic environment.
Education
Columbia College
Columbia, MO08.2022
Skills
- Routing Protocols (OSPF and EIGRP)
- LAN and WAN Management
- Network Security
- VoIP
- Backups and Imaging
- Helpdesk Support
- Phone Customer Support
- Hardware and Software Installation
- Active Directory
- Oral and Written Communication
- Inventory Management and Control
Certification
- CompTIA Security +
- CCNA
- IBM Cybersecurity Data Analyst
- Google IT Support
- AWS Cloud Practitioner
Timeline
Network/System Admin I
T5 JSU J6 (GOVCIO)
11.2023 - Current
Intern
ASJ Solutions LLC
04.2023 - 08.2023
Volunteer
NSWDG Help Desk Department
01.2023 - 03.2023
Leading Ordnance Technician
NSWDG
08.2019 - 09.2023
Columbia College