SUMMARY:

• A dedicated Army Veteran that has 10+ years in the IT industry that served as a Systems Administrator and Help Desk Manager.
• Detail oriented professional focused toward Security, problem - solving, training and supervisory team-building.

TECHNICAL SKILLS:

SOFTWARE: HEAT (Lumension) EMSS (Endpoint Management and Security Suite), Office 365, SQL, Windows Deployment Services, Fortinet router and Access Point interface, Solarwinds, VMWare, Rightfax, Netwrix, Salesforce Desk, Connectwise, Active Directory

PROFESSIONAL EXPERIENCE:

Confidential, Dallas, TX

Support Manager

Responsibilities:

• Installed, configured and troubleshot proprietary software, hardware and SQL database used for automation and storage of medical charts at 350+ clinical sites nationwide
• Responsible for upgrading and migrating SQL database
• Participated in rotational on-call support for 24/7 support

Systems Administrator/Desktop Support

Responsibilities:

• Configured and administered the HEAT (Lumension) EMSS (Endpoint Management and Security Suite) to perform remote critical patch management, antivirus management, application control and device control for 590 workstations and servers.
• Provides technical support for 550 employees to include troubleshooting hardware, software and connectivity issues within a Windows environment.
• Utilizes HEAT EMSS to perform remote critical patch management, antivirus management, and device control for 590 workstations and servers.
• Configured WDS (Windows Deployment Services) server to increase HelpDesk personnel productivity using VMWare images and SmartDeploy software.
• Monitors critical equipment using Solarwinds in order to maintain high reliability.
• Configured and installed Fortinet routers in multiple remote locations to create VPN tunnels for secure communications.

Tier2 Help Desk Technician

Responsibilities:

• Provided phone support for Transportation Security Administration (TSA) supporting 50,000+ employees throughout the U.S. and overseas by troubleshooting hardware, software and connectivity issues within a Windows and Apple environment using remote software
• Active Directory management of user profiles for network access and mobile device provisioning of access profiles; created, modified, and deleted AD profiles
• Performed analysis, diagnosis, and resolution of complex incidents for end-users and implemented corrective solutions

Desktop Support Technician

Responsibilities:

• Migrated over 350 systems from Windows XP to Windows 7 ensuring continued network updating securely.
• Provided end user training to ensure all personnel maintained continued business functions with Windows 7
• Troubleshot compatibility issues encountered with the change from Windows XP and Windows 7.

Communications Operations Manager

Responsibilities:

• Planned, created, and managed a secure network for the Security Forces Assistance Team Training Center in Fort Polk, LA. Directly responsible for supporting 2700 staff and rotational students by providing Active Directory services, file sharing, email, and help desk / phone support. Trained and supervised 3 technicians on basic and advanced troubleshooting, help desk operations, and customer care.
• Utilized WhatsUp Gold, Remote Desktop Protocol, and Remedy to manage and direct help desk and phone support resources, resulting in a 99.9% reliability rate.
• Served as Commander’s advisor for new Information Technology products and capabilities, supervised procurement, and evaluated training on newly integrated systems for an organization of 250 personnel
• Planned and coordinated life cycle replacement program for IT equipment within a 250 employee organization resulting in an increase of maximum organizational effectiveness through technology updating.
• Provided desktop support, phone support and software support for a 250 employee organization.

Operations Manager

Responsibilities:

• Responsible and accountable for the operational integrity of government equipment valued at 8.3 million dollars, including logistical coordination for movement preparation with a 100% success rate.
• Served as the senior Non-commissioned officer (NCO) for 6 months supervising 6 other NCOs and 78 Soldiers, responsible for the health and welfare of all personnel and their families.

Confidential

Communications Operations Manager

Responsibilities:

• Tracked and enforced Information Assurance training for more than 475 personnel, resulting in 100% compliance by all users.
• Developed and implemented a communication user training program that was recognized at senior executive leadership level; it has since been adopted by more than 20 organizations.
• Supervised 2 managers and 14 employees, responsible for the health and welfare of the employees and their families ensuring that all employees were prepared for any mission.
• Responsible for the accountability and operations of government equipment and a fleet of 6 vehicles worth 1.5 million dollars; developed a unit communications maintenance tracking program which increased the operational readiness rate from 37% to 94%.

Communications Operations Manager

Responsibilities:

• Supervised the maintenance and guaranteed the operational capability of communications equipment valued at more than 20 million dollars while in support of Operation Enduring Freedom: resulting in sustained communications across seven countries.
• Supervised and implemented the lifecycle replacement program and operating system upgrades for over 450 systems, ensuring organizational software and automation assets were up to date.
• Tracked and enforced Information Assurance training for large organizations resulting in 100% compliance by all users.