ANTHONY L PATERNOSTER JR
Cell: (814) 573-5455
CERTIFICATIONS
Network +
A+
Security +
TECHNOLOGY SKILLS
Active Directory
MS Exchange
Windows Server Admin
MS Routing/Remote Access
SharePoint Administration
MS SQL Server
EDUCATION
Associate in Specialized Business
Fortis Institute
Major: Computer Information Systems / Networking GPA: 3.91
Associate in Specialized Business
Community College of the Air Force
Major: Finance & Accounting GPA: 3.35
RELATED COURSEWORK & SKILLS
PC Technical Support
MS Windows Server
Linux Operating Systems
OS Fundamentals
MS Windows Active Directory
PC & Network Security
MS Exchange Server
MS SQL Administration
Designing MS Windows Server Directory
IT SYSTEMS KNOWLEDGE BASE
Symantec Endpoint Encryption
IBM Filenet, Pega and Weblogic/Service- Oriented Architecture (SOA)
Citrix Access Gateway
Storage Area Network (SAN) solutions
Microsoft System Center Configuration Manager (SCCM)
Service Now (SNOW)
Cisco Switches and Routing
FEE Basis Claims
ACCOMPLISHMENTS & AWARDS
10 Time Customer Service Award Winner (VA Medical Center)
Top Performer Award (Defense Finance and Accounting Service)
EUO Employee of the Quarter 4th Quarter FY24
WORK EXPERIENCE:
Department of Veteran Affairs IT Specialist (Customer Support) OIT/DevSecOps/ECO/IPM/MIM 9/2021 to Present Pay Grade/Series: GS-2210-12
Monitoring Service Now for Priority 1 Critical and Priority 2 High tickets and maintaining oversight of all proposed Major Incidents.
Creating and maintaining documentation on networks, systems, applications, and databases to include historical and trending information.
Managing and coordinating all activities necessary to respond to, record and resolve highly complex incidents by determining, acquiring, and managing the resources needed for the quickest resolution.
Understanding of IT Service Management (ITSM), Information Technology Infrastructure Library (ITIL), and related tools involving the service lifecycle, lifecycle stages, processes, and their contribution to service management practices.
Liaison for central communications point for all incidents managed by the organization and accountable for the end-to-end incident management process.
Providing IT technical support related to the implementation of enterprise OIT policies and procedures.
Researching, evaluate and provide feedback on problematic trends and patterns in customer support requirements.
Maintaining Service Portal announcements throughout the duration of the shift while updating for all active Major incidents.
Erie VA Medical Center IT Specialist (Customer Support)
OIT/DevSecOps/EUO/ITOP 6/2013 to 9/2021 Pay Grade/Series: GS-2210-11
Troubleshooting, installation, removals, moves, systems knowledge assistance and/or training.
Plan and deliver touch labor customer support services that includes configuration, installation, upgrades, and troubleshooting hardware and software components at the activity site or remotely of desktop hardware, peripherals, laptops, blackberry’s, Commercial Off the Shelf (COTS) software, in response to customer’s submitted trouble tickets.
Design, build, implement, and maintain a knowledge management framework that provides end-users access to the organization's intellectual capital as well as SharePoint Administration duties as assigned.
Planning and delivery of technical support services including troubleshooting, installation, removal, moves, systems knowledge, assistance and/or training in response to customer requirements.
Installing, maintaining, monitoring, and providing backup and recovery support for database systems.
Troubleshooting and resolving end-user incidents and requests which include, but aren't limited to, the creation, updating and administering of user accounts, network rights, and access to the VA's network, as well as other Active Directory tasks.
Identify problems using structured problem resolution approaches, and work with network specialists, applications developers, system administrators, and security specialists to prevent recurring problems.
MILITARY SERVICE:
United States Air Force Honorable Discharge
Anderson Air Base Yigo, Guam Deputy Disbursing Officer 8/2003-5/2004
Chief Disbursement Officer
Kunsan Air Base South Korea Chief of Military/Travel Pay 7/2001-8/2003
Supervised Travel Pay team and daily activities of Military/Travel pay section
Offutt Air Base (DFAS) Omaha, NE Vendor Pay Technician 7/1999-7/2001
Reconciled/processed payments for DOD contractors
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