1. Leslie Char 1915 Nehoa Place || Honolulu, Hawaii 96822 || (808) 348-1882 || leslieychar@gmail.com Experience Hewlett-Packard Pearl Harbor, HI CHANGE MANAGEMENT January 2009 – Present Implemented a system where we would personally email and call customers at least two weeks before the projected maintenance date to ensure they were properly notified. We now have 98% of projects on schedule, have greatly improved relationships with our customers, and have realized labor savings of approximately $180,000 per year due to the elimination of rescheduled maintenance Organized and headed a weekly meeting of 25 or more individuals located nationwide to make efficient and timely decisions on pending tickets Facilitated a weekly meeting with 8-12 individuals from Hawaii and West Coast bases to discuss future impacting maintenance in the Pacific Region Solely controlled maintenance notification responsibilities on the classified network-side Filtered the universally accessible functional mailbox to ensure that “non impacting” maintenance would truly not interfere with the customer’s ability to access email, files, and the internet Reviewed maintenance change tickets for proper documentations before approval Evaluated communications emailed to customers that notified them of impacting maintenance Helped to explain in non-technical terms to customers any maintenance that was to be completed NETWORK OPERATIONAL CENTER ADVANCED PROJECT ANALYST January 2008 – January 2009 Served as support for the Pacific Theater Battle Watch, Warfighter Program in the Navy Marine Corp Pacific Region Implemented a follow-up call to the customer after maintenance issues were resolved. Customer satisfaction went from 75% to 98% Streamlined the process of servicing the customer by creating an Excel database which enabled the analyst on duty to easily access critical customer data and contacts Organized and lead a bridge-call between network engineers, base operations, server administrators, enterprise managers and other essential individuals to immediately resolve network problems occurring during a critical nationwide exercise. Later I received a letter from the Bremerton Washington base commander thanking me for my initiative Reassured the customer that I would always be available to resolve their issue in a timely fashion. Communicated network status through daily site status reports, Pacific operations calls, enterprise network operations support center calls, customer brief, and flag officer/general officer reports Provided daily 24-hour phone support for Executive VIPs, VIPs, and the United States Marine Corps Handled both classified and unclassified phone support cases from initiation to resolution Monitored and investigated remedy-generated action request email alert notifications for Executive VIP tickets. Identified critical alerts to relay to incident response managers for immediate investigation Generated situational reports for customer distribution lists which included updates and resolutions INFORMATION ASSURANCE October 2005 – January 2008 Incorporated an instant messaging system where one team member would keep track of who was working on the each event and while another team member checked for missed event and ticket mistakes. The new accountability helped our success rate of detecting hackers improve from 85% to 98% and our division became eligible for a 5 million dollar government service bonus Discovered a new virus to which Symantec subsequently developed a unique definition to detect and track the virus Performed firewall black hole monitoring for Navy network computers using Raptor’s enterprise console Executed initial investigation on any suspicious activity reported, and escalated potential events to both the ENSOC security operation duty manager and EEM management in accordance with standard escalation procedures Detected network intrusions using Symantec’s Manhunt software Maintained client workstations with up to date security patches and Symantec’s SAV updates Discerned between positive and false positive Symantec notifications Assessed the potential impact of future threats through monitoring of Web site databases Reviewed anti-virus websites for recent virus threats or product definition files Handled all emails requiring specialty action by the information assurance department Monitored servers ensuring they were equipped with the latest eTrust anti-virus software ITS Corporation Schofield Barracks, HI INFORMATION TECHNOLOGY SPECIALIST February 2005 — September 2005 Researched, developed, and implemented plans to upgrade equipment to maximize performance while staying within budgetary constraints Performed customer training, computer performance upgrades, peripheral installation, hardware repair, desktop deployment, data migration and network printer installation and configuration for the Army Housing Department SMF Systems Technology Corporation Honolulu, HI SYSTEMS ADMINISTRATOR March 2004 – October 2004 Checked the Electronic Database Management status boards in the network command console for any serious open remedy tickets Answered calls from end-users referred from an initial help desk, to provide support for users with more technically advanced issues Reviewed event logs on all servers for any anomalies or excessive errors Examined Celerra and exchange business continuance volume equipment to ensure file and email backups were running properly Monitored queues on internet service connectors to prevent email bottlenecks Checked servers to verify that all automatic service startups are operational Created, deleted, and verified user ‘s exchange email accounts Applied Computer Training and Technology Aiea, HI INFORMATION TECHNOLOGY INTERN June 2002 – February 2003 Rebuilt and refurbished Pentium computers for use in Hawaii schools. Restored approximately 300 computers total Set up small local area networks for small office and classroom settings using handmade CAT5 cabling, Linksys hubs, and Linksys routers Installed Ethernet TCP/IP network protocol for each machine Configured Windows Professional and Windows Server for small office and classroom networks Computer Skills Hardware: PC system building/upgrade/repair, troubleshooting computer hardware, hardware and software installation, adding peripherals, and Cat 5 cabling. Operating System: Windows XP Professional and Windows 2000 Server Professional Software: Windows 2000 Active Directory Services, Microsoft Office 2007/2003, Remedy Action Request System, and Symantec Ghost 7.5 Education University of Phoenix, Honolulu, HI May 2002 B.S., in Information Systems Management GPA 3.75 Applied Computer Training and Technology, Aiea, HI February 2003 Certification in A+, Network +, Linux +, Windows MCSA, Security + Honolulu Community College, Honolulu, HI May 1978 Certificate in Liberal Arts Certificates/Security Clearance Top Secret Clearance with Single Scope Background Investigation May 2008 CompTIA A+ August 2002 CompTIA Network August 2002 CompTIA Security+ December 2004 MCSA (Microsoft Certified Systems Administrator) June 2003 Activities Manoa Orchid Society recording secretary American Gem Society certified member Jewelry and watch repair Wedding photography