John Geddes

360-556-0085 | jrageddes@gmail.com
SUMMARY
IT professional with more than three years of helpdesk and field technician experience and a forthcoming graduate with a
BS in IT Security. Excel in supporting the technical and operational needs of complex situation. Recognized for the ability
to collect information and troubleshoot root cause of application and technical errors. Generate documentation and
training for end users of Android and iOS devices, software, and Windows 7, while providing exceptional customer
service and building positive relations.
CERTIFICATIONS

CompTIA Security+
CompTIA Network+
CompTIA A+
CNISS, Microsoft Network Administration & Security
CNISS, Computer & Communications Security

2016
2016
2015
2011
2011

EDUCATION
Bachelor of Science in IT Security
Anticipated Graduation Date: 07/2017
Western Governors University | Salt Lake City, UT (Online)
Completed coursework in Network and Security Applications and IT Applications.
Currently enrolled in advanced courses related to Linux, Project and Data Management, Programming, Database,
Security and Networks, Python, My SQL, and Technical Writing, among others.
Associate of Arts in Technology (AAT) Computer Network and Information System Security
2012
Clover Park Technical College | Lakewood, WA
Advanced courses in Microsoft Server Technologies, Data Forensics and Recovery, Network Security and Linux.
Designed/ created virtual networks as targets for practicing attacking, understanding network vulnerabilities.
Created FTP servers, firewalls, clients and VOIP servers in Linux and Window 7.
PROFESSIONAL EXPERIENCE
Fujitsu | Olympia, WA
11/2015 01/2016
Field Service Engineer I
Supplied on site and remote phone support for self-checkout kiosks at Fred Meyer and QFC stores, as well as point of sale
terminals at various retail outlets.
Managed work orders through ticket handling from creation to closing, including meeting service-level
agreements (SLAs), coordinating with clients, and handling parts and teamwork logistics.
Adhered to service agreements for a wide variety of clients that each had their own variety of work environments,
troubleshooting processes, and SLAs.
Worked as part of a team, coordinated on workload management, equipment logistics, and group troubleshooting.
Adhered to rotating work schedule days and standby on call shifts during and after business hours.
Traveled to customer sites to troubleshoot and resolve issues, providing excellent customer service.
NRT Technology Corp | Tacoma, WA
01/2014 06/2015
Field Service Technician
Provided skilled support and repair of ATM/Ticket Redemption Kiosks and PCs. Excelled at meeting the expectations of
the role and providing customer service while being reliable for completing work within the SLA.
Used a ticket management system to track and manage work orders as well as parts inventory.
Coordinated with different companies and departments to achieve solutions while staying within SLA.
Worked in an on call 9-5/7days a week and provided service in a professional manner.
Managed inventory of IT equipment. Worked on equipment with little to no assistance while providing results.

Boeing/Dell | Kent, WA
10/2012 01/2014
Tier 3 Break/Fix Analyst
Provided SLA compliance in resolving issues for Boeing/Dell Company. Troubleshot mission-critical issues for all levels
of management including but not limited to executives and high-level stakeholders. Worked across multiple business units
within Boeing to address issues independently and collaboratively.
Provided SLA compliance IT support for all tiers (1-3) for Boeing.
Owned the resolution and escalation of issues for all levels of end user.
Managed inventory of IT equipment.
Delivered IT customer support, reimaging, backing-up, PC laptop hardware repair/upgrade, PC software
troubleshooting, miscellaneous IT equipment troubleshooting, and infrastructure/network troubleshooting.
Setup and trained users on how to use iOS and Android devices, installed certificates and setup email clients on
the devices and installed/ imported security certificates, and documented procedures on how to use mobile
devices.
True Blue | Tacoma, WA
06/2012 07/2012
Remote Support Technician
Remotely troubleshot via phone and remote access, software, network, computer, and printer issues.
Primary role was interfacing with customers. First point of contact for assistance. Escalated tickets, worked with
other departments, networking, server, software development and accounting. Most troubleshooting was for
proprietary accounting and HR software.
Best Buy | Olympia, WA
03/2011 12/2011
Geek Squad Technician
Diagnosed hardware problems and OS errors and issues along with malicious software of PCs, tablets, smart
Phones, laptops. Data migration and recovery.
Assisted clients by understanding their needs and priorities of repairs/ work; helped them get the solution that best
fit their needs.
Contract Projects:
MacDonald Miller | Seattle, WA
09/2016 09/2016
Service Desk Technician
Tier 1-3 Help desk support, diagnostic and trouble shooting, imaging, hardware, software, zendesk ticketing.
Denali Advanced Integration | Olympia, WA
06/2016 07/2016
IT Technician I
Software migration project: Setup, configured, and fixed software for L&I in Tumwater and various sites.
Group Health Robert Half Technology | Olympia & Lakewood, WA
03/22/2016, 04/07-8/2016
Computer Support Technician
Worked as a team to complete PC refresh project of desktop PCs, monitors, peripherals, ergonomic equipment,
and wiring.
Insight Global Bank of America | Redmond, WA
03/04/2016
HP Support Technician
Decommissioned IT equipment at Bank of America, desktops, printers, server, UPSs, PC peripherals, worked on a
team of IT technicians with other departments such as administration, construction, and security to prepare a site
to be given to another company.
Umpqua Bank Robert Half Technology | Puget Sound, WA
11/02/2015
Computer Support Specialist
Worked with Umpqua Bank IT department to install servers to their banks, worked with on-site administration.
Washington State Data Center Robert Half Technology | Olympia, WA

10/01 11/2012

PC Technician
Physical install of Cisco switches, servers, and routers. Worked as team to do site hardware setup.