PROFESSIONAL EXPERIENCE

Lead Service Desk Administrator

Confidential

Responsibilities:

• Leading a team of 20 employees, working in Information Technology/System Network Administration, multiple servers, storage or data protection environments, multiple servers operating systems, computing applications and hardware platforms.
• Managing emerging trends in computing systems/services.
• Experienced in process improvement, workload time management, training others, strong verbal and written communications, compliance, information analysis.
• Troubleshooting Windows 2016/2013 and Microsoft Office 2013/2016
• Managed and maintained Microsoft (MS) Windows Server Operating Systems (OS) on physical and virtual operating environments.
• Basic Troubleshooting VMware at a tier 1 level
• Assist with hardware and software technology refreshes, ensuring milestone compliance while coordinating with application owners to minimize disruptions.
• Assisted with hardware/software refreshes, ensuring compliance, while coordinating with customers to minimize disruptions
• Sent out report daily to Program Manager of wat work completed, pending matters, and other important information.
• Provided assistance to Cyber Security department with teh application of DISA STIGs and resolve security vulnerabilities
• Created system to notify users that their NIPR/SIPR user accounts will expire.
• Revamped imaging/reimaging process so that quality assurance step is being met throughout process
• Managed work, lunch, break schedule for employees
• Managed SOP’s and work instructions so that employees has viable sources to perform duties
• Triaged, managed, and ran reports for Remedy ticketing queue ensuring performance requirements are met according to metrics.
• Managed over 300 assets consisting of laptops, PC’s, monitors, and other hardware pertaining to our section.
• Extensive usage of Active Directory (AD); activating user accounts, printers and workstations.
• Certified Trusted Agent (TA), issuing NIPR/SIPR token to customer along with PKI password resets
• Utilized Remote Desktop and Dameware to remotely log into to perform maintenance and installation of software.
• Provided first line of support to VIP’s

System Administrator

Confidential - Washington, DC

Responsibilities:

• Performs systems administrative and operational duties on computer systems
• Extensive usage of Active Directory (AD); activating user accounts, printers and workstations
• Maintains files as required by teh vendor of custom design application
• Analyses, evaluates, and tests software and hardware problems
• Extensive usage of active directory; maintaining user accounts
• Performs installation, planning and security of computer facilities
• Responsible for developing and maintaining systems configuration
• Prepares activity and progress reports regarding support activities
• Responds, investigates, and corrects problems
• Acts as a technical resource for all users
• Assisted customers while troubleshooting Windows 2016/2013 and Microsoft Office 365
• Contributes to finding improvements in teh hardware, software or infrastructure related services
• Workings to agreed SLA's in order to resolve customer issues in a timely manner
• Organize appropriate training and utilize commercial and government off-teh-shelf products (COTS and
• GOTS)
• Installs, troubleshoot, support and configuration of microcomputer hardware and software systems, to include servers
• Also performs same functions for peripheral devices such as modems, scanners, printers, and fax devices
• Provides troubleshooting diagnosis, and repair for microcomputer devices
• Installs hardware and software application on a myriad of computer devices

Senior Help Desk/Deskside Support Tier Specialist me/II

Confidential

Responsibilities:

• Provided first tier resolution over teh telephone by diagnosing, troubleshooting and attempting problem reproduction to classify nature, level, and priority of problems.
• Manage and maintain currently supported and subsequent Microsoft (MS) Windows Server Operating Systems (OS) on physical and virtual operating environments.
• Screened, referred and diagnosed internal/external inquiries and work requests as they relate to support of related systems
• Provide end-user software troubleshooting and support for VTC hardware
• Applied diagnostic techniques to identify problems; investigate causes; and recommend solutions
• Provided Tier me/II support to customers for Video Teleconferencing and networking systems
• Specialized in supporting Cisco videoconferencing equipment.
• Provide phone and halp desk support for local and off-site users
• Maintained internal noledge base for Help Desk technicians and users
• Provided telephone support to end-user community on complex hardware, software and network related problems, questions and use.
• Maintained printers and multifunction devices
• Installed and deployed approved D.O.D software along with set up Video
• Maintain software and hardware assignments
• Participate in special projects as required
• Familiar with Release and Configuration Management concepts
• Used Remedy as teh halp desk software
• Opened, tracked, and closed trouble tickets; ensure problem ownership and promote end-user satisfaction; track activities of field engineers to whom escalated tickets were assigned.
• Lead teh deployment of over 600 brand new laptops/desktops throughout teh U.S. Army Audit Agency Identified training requirements or software fixes to correct any recurring problems identified in teh database of user support.
• Notified teh program manager of all VIP requests for support that require additional resources which result in a delay of resolution

Mid-Level Net Ops Watch Officer, HQ Marine Corps

Confidential - Arlington, VA

Responsibilities:

• Work in an operations center environment.
• Participated in actively troubleshooting any network degradations/outage that may occur throughout teh HQMC network.
• Became familiar with RMF framework to better complete job functions within workspace.
• Became ACAS certified as a part of training to fill role.
• Developed and maintained situational awareness of ongoing events that may affect Headquarters Marine Corps operations.
• Provide continuous information sharing, noledge management, communications, and reporting support through collaborative business processes.
• Recognize Commander's Critical Information Requirements (CCIR), categorize and disseminate critical information to teh HQ staff, Regional HQs and installations.
• Develop written products for senior-level customers.
• Prepare and disseminate briefings to support teh Commander's decision cycle.
• Develop responses and briefings to Request For Information (RFI) from senior, adjacent and subordinate staffs.
• Supports Crisis Operations Information Management using existing share point tools and all other available information systems in teh Operations Center.
• Maintains and tracks teh status of equipment in teh Operations Center.
• Handles classified material and maintains open secret secure space access roster.
• Follows local security procedures and supports Information Assurance (IA) requirements to ensure teh security and integrity of teh Operations Center.
• Maintain positive access control to teh Operations Center.
• Deployed as a key member of teh Continuity of Operations (COOP) team Failover/Failback on 5 separate occasions, which were all successful.
• Ensured that compliance with all regulations and policy governing secure communications equipment and procedures.
• Completed class on how to use VERITAS Data Protection System pertaining to structure of network operations for Headquarters Marine Corps.

Confidential - Arlington, VA

Senior IT Help Desk/Deskside Tier me/II Specialist

Responsibilities:

• Perform onsite analysis, diagnosis, and resolution of complex desktop problems for end users, and recommend and implement corrective solutions, including offsite repair for remote users as needed.
• Install, configure, test, maintain, monitor, and troubleshoot end-user workstations and related hardware and software in order to deliver required desktop service levels
• Assisted in migrating 750 workstations from Windows 7 to Windows 10.
• Imaging and re-imaging NIPR/SIPR laptops, preparing them for teh use of customer
• Assess teh need for and implement performance upgrades to Mac and PC boxes, including teh installation of CPUs, me/O and NIC cards, hard disks, ribbon cables, hard drives, RAM, memory chips, and CD-ROMs.
• Responds to and diagnoses problems with polite interaction with teh customer to resolve issue its lowest level.
• Identified problems, researched possible resolution, and followed up with customer ensure restored services with excellent customer service.
• As a Sr. Help Desk Specialist, me oversaw teh operation of halp desk and serves as focal point for customer concerns.
• While working with Joint Service Provider, me was responsible for making telephone calls to customers, sending emails and providing personnel requests for technical support.
• Tediously documented, tracked, and monitored teh tickets in Remedy 8 to ensure a timely resolution Vigorously provided Tier II desk side support to end users for either PC, server, or mainframe applications or hardware.
• Actively Interacted with network services, software systems engineering, and/or applications development to restore service and/or identify possible solution.
• As a troubleshooting step, me would recreate teh user's problems to resolve operating difficulties.
• Recommends systems modifications to reduce user problems.
• Assisted with move, add, and change (MAC) requests submitted by customer.
• Accurately document and update all assigned trouble tickets within Remedy Ticketing System

Aircrew Flight Equipment/Comms IT Deskside and Help Desk

Confidential

Responsibilities:

• Certified and documented 7- Level within teh Aircrew Flight Equipment career field.
• Revised and Re-organized over 100 programs throughout teh span of my Air Force career
• As an additional duty, me took on an IT Help Desk/Deskside position specializing in troubleshooting computer networks, servers, databases and applications, NIPR/SIPR Windows OS workstations, Dameware, and Remedy ticketing system halping customers for 14 years.
• Over 3000 volunteer hours within different local U.S. communities and several foreign communities throughout teh span of my Air Force career.
• Managed teh development and training of over 1000-2000 Airman within and outside of my Air Force career field.
• Set up work areas and provided work spreadsheets and reports daily using Microsoft Office/Microsoft Excel
• Deployed to various overseas locations for security details to defend local threats within Iraq and Kyrgyzstan
• Strong IT Help Desk background tasked as an additional duty while doing my original Air Force AFSC. me was teh secretary for my Air Force Squadron Commander for 6 months, completing clerical tasks such as typing, filing, bookkeeping, proof reading, data entry, and scheduling meetings.