SOFTWARE EXPERIENCE:

Microsoft Office, Lotus Notes, Service Now, BMC Remedy ITSM, BlackBerry Enterprise Server (BES), Microsoft Exchange, Microsoft Active Directory, ADSimple, Microsoft SharePoint, VMWare, Citrix, Lotus Notes, VPN, Bitlocker, SCCM 2012 R2, McAfee Encryption, Cisco Unified CM Administration, Avaya Phone System, Directory and Resource Administrator (DRA), Sunflower, LANDesk Management Suite, Bizflow, Altiris Management Suite, Assured Compliance Assessment Solution ( Confidential ), MobiKEY - Route 1

PROFESSIONAL EXPERIENCE:

Service Desk Manager

Confidential

Responsibilities:

• Manage and provide training to a staff 10+ Service Desk Analysts and Mid-level Analysts on the duties described herein.
• Maintain understanding of foundational concepts and navigates the relationships between ITSM Processes, IT Service Management Process requirements, and business/IT management needs that are moderate in nature which may span multiple ITSM Processes.
• Responsible for the development and execution of the ITSM Process and integration across processes
• Drive the day to day activities to ensure the accuracy governance and maintenance of the ITSM Process
• Lead the efforts to develop, document, implement, and drive the activities around managing and governing ITSM Processes and conduct monitoring for process/Inventory accuracies through the use of internal controls, metrics and reporting.
• Lead the development and delivery of Area Level communications relevant to the ITSM process, process performance, process maturity or technology aligned to strategic objectives and business needs.
• Lead the analysis and recommendations for ITSM Process cost saving opportunities.
• Manage the development and implementation of standards, processes, and systems required to deliver high quality and consistent support.
• Manage the implementation of methodologies that continuously improve first call resolution, customer perceptions and foster strong client relationships.
• Achieve 95 percent of SLA ticket requirement on a monthly basis.
• Provide daily, weekly, and monthly status reporting on tickets, projects, and resolutions.
• Responsible for providing expert troubleshooting skill to resolve hardware, software, and connectivity issues.
• Provide professional technical and operations training support to employees by telephone or on-site for desktop hardware and software packages.
• Assess department performance through various statistical and reporting methodologies. Develop processes to monitor trends based on customer calls, issues, queries and recommend ways to improve the quality of technical service as well as reducing repeat incidents.
• Develop and implement new SOPs for Service Desk procedures and call scripts as required.
• Responsible for installation and troubleshooting of special software programs to be used on the DPAA network
• Install and test desktops, laptops, printers, and other peripherals; configure operating system and applications software programs.
• Troubleshoot and resolve Windows systems and server configuration, integration errors, TCP/IP networking issues and issues.
• Update and patch employee personal laptops on a monthly basis.
• Manage and maintain the organization's Avaya Private Branch Exchange (PBX) and Voicemail system.
• Deploy and support telephone and voicemail services for DPAA employees.
• Issue, manage, and maintain iPhones provided to DPAA employees.
• Create, assign, and resolve Track-IT incident tickets on a daily basis.
• Escalate issues as needed and maintain communication with customer and technical teams. Utilize Track-IT to record and track issues.
• Create customer service accounts in Active Directory and provide special permissions and access to groups.
• Serve as Confidential Trusted Agent to providing services for Confidential related issues.
• Set up scanning capabilities for customers on various printer and scanner devices.
• Run reports to determine the status of all networks using Confidential .
• Responsible for applying patches via SCCM or manually after conducting vulnerability scans using Confidential .
• Travel to various locations supporting customer IT needs at conferences.
• Maintain SharePoint database for User account paperwork, User email provisioning, and logging of data transfers.

Sr. Service Desk Analyst

Confidential, Tampa, FL

Responsibilities:

• Provided implementation, configuration, and maintenance for Windows 2003 and 2008 Active Directory on multiple Department of Defense ( Confidential ) networks.
• Created, implemented, and maintained Group Policy Objects ( Confidential ).
• Maintained multiple domains and forests across the Confidential and component domains, to include AF Special Operations Command ( Confidential ).
• Worked with Information Assurance and Security professionals to ensure server compliance.
• Provided technical support and troubleshooting, performed installation, repair, and preventative maintenance of Data Center servers and related software.
• Delivered technical support to the Confidential and its Enterprise components, as well as the local Confidential customer, over the phone or on site, as required.

Sr. IT Technician

Confidential, Reston, VA

Responsibilities:

• Provided superior customer service, troubleshot and resolved technical issues, insured inquiries and problems concerning networks, computers, peripherals, and services were expeditiously resolved.
• Responsible for imaging and deployment of HP desktop and laptop machines to support XP end of life project.
• Cisco VoIP phone deployment project lead. Configured and deployed approximately 450 VoIP phones to support customer move to new campus.
• Desktop Replacement Lead. Responsible for conversion of all HP 7800/7900 to HP EliteDesk 800.
• HP Thin Client Lead. Responsible for replacing all Sun Ray thin clients with HP Thin Clients.
• Project Lead for HP Monitor refresh eliminating all monitors less than 20 inches.
• Played integral role with Campus move of over 400 employees from 3 different buildings. Uninstalled and reinstalled over 1,200 pieces of equipment. Sanitized over 800 pieces of equipment. Stood up numerous conference rooms for VTC support.
• Provided temporary workstations or laptops while Customer awaited permanent equipment or if owned machine was being fixed.
• Responsible for sanitizing life-cycled or defective equipment including removal of any hard drives, memory, and/or CMOS batteries for security purposes.
• Administered Polycom system for scheduled VTC’s providing VTC support on a weekly basis.
• Managed Customer accounts using Directory and Resource Administrator (DRA)
• Installed hardware / software to meet Customer specific work functions.
• Documented and inventoried new monitors, computers, and phones using spreadsheets and databases.
• Managed Customer phone accounts using Cisco Unified CM Administration.
• Created, Transferred, Deleted Customer phone information using Avaya Phone System.
• Maintained thorough records of all work using Service Now IT Service Management software.
• Responsible for backing up Customers Data and settings using Windows Easy Transfer and company shared drive.
• Worked independently and within a team in an extremely fast-paced environment, maintaining a close relationship with all departments in order to successfully carry out all tasks.
• Provided outstanding communication skills, enthusiasm, and maintain ability to handle multiple tasks and prioritize support requirements.

IT Specialist, Customer Support

Confidential, Fort Gordon, GA

Responsibilities:

• Served as a Systems Administrator for the 513th Military Intelligence Brigade, 202nd, 132nd, 297th, and 345th Battalions utilizing 4 full Microsoft Domains.
• Promoted superior service and exceptional customer satisfaction in assisting with over 5014 Customer Accounts, Assist at over 1827 workstations, and maintenance of 106 Servers.
• Supervised, trained, and delegated duties to contractors and military soldiers to efficiently provide outstanding customer support.
• Served is Confidential trusted Agent.
• Managed Customer accounts in Microsoft Active Directory.
• Provided Information Assurance - Technical (IAT) II information systems support for all disciplines, ensuring the rigorous application of information security/information assurance policies, principles, and practices in the delivery of network services.
• Utilized BMC Remedy IT Service Management System to manage workflow a daily basis.
• Assisted Customers with migration to Confidential Enterprise Email and OWA Email.
• Assisted in migration to new operating systems (Windows Vista, Windows 7) across entire Brigade.
• Operated Microsoft Remote Desktop Connection to install software on Customers workstations and to troubleshoot issues and concerns.
• Pushed images across Network Server using Ghosting software to apply new network settings and policies to new workstations and workstations having issues on all 4 Microsoft Domains.
• Tested, installed, and configured operating systems, software applications, and in-house applications.
• Provided Customer support with at least a 95% success rate.
• Fully versitile using Microsoft Active Directory to manage workstations and Customer accounts.
• Collaborated weekly with personnel to brainstorm and help identify needs and capabilities.
• Maintained a working and professional relationship with vendors, system fielding offices and maintenance organizations.
• Served as a Video Teleconferencing (VTC) technician.
• Added and published new certificates for new Confidential card holders.
• Reset/Changed Customer passwords and unlocked accounts.
• Installed and mapped printers via TCP/IP or hostname.
• Configured workstations, Laptops, Digital Senders, and Printers.

IT Specialist, Systems Administrator/Information Management Officer

Confidential, Fort McPherson, GA

Responsibilities:

• Configured, connected, and supported Command laptops and printers on the Secret Internet Protocol Router Network/Non-classified Internet Protocol Router Network (SIPR/NIPR).
• Activated Secure Terminal Equipment (STE) phones for secure and non-secure telephone conferences.
• Assisted with network connectivity to the Confidential Forces Command network.
• Maintained the security of classified materials by doing daily security checks and making sure IT equipment is securely locked.
• Communicated and provided daily computer support as needed for the 250 end-users in my Division.
• Issued laptop and desktop computers to new users.
• Processed 10-15 in/out processing forms per week to add/delete users from the Confidential network.
• Responded to requests for IT assistance and resolved trouble-tickets using the Remedy Information Technology Service Management System.
• Ran a daily script using ADSimple software to update user information in Microsoft Exchange.
• Responsible for scheduling training room and maintaining priority bookings.
• Installed software and hardware updates.
• Issued and secured classified hard drives.
• Loaded Windows XP, Vista, and Windows 7 images on PCs.
• Maintained and troubleshot various PC, laptop, and network issues.
• Replaced out of warranty computers with new machines, life-cycle replacements.
• Installed new switch boxes/cables, as well as provided and installed APC back-ups.
• Migrated operating systems to newer software versions for approximately 250 end-users.
• Under tight time constraints, devised a work-around to maintain secure connectivity by using a flyaway kit as a switch and configured PCs and printers to connect to Forces Command. Received a letter of recognition wherein General Ronald M. Bouchard stated, “These types of program have been conducted since 1985 and this was the finest performance by any of the groups that have supported our effort.”
• Proactively cached needed data on computers of general staff officers on assignment from Fort McPherson thereby allowing them to be more efficient in the performance of their duties, and eliminating common IT support wait time that ranged from several hours to days
• Created a checklist to secure training room and its classified contents. Within three months, use of the checklist reduced the rate of misplaced items (including classified hard drives). The room was booked 75% of the time, and since implementing the checklist there were no security violations.
• Commended for completing the migration of operating systems 1 month ahead of schedule.

IT Specialist

Confidential, Fort McPherson, GA

Responsibilities:

• Developed and maintained strategic plans.
• Developed Confidential policies and implemented the enforcement functions.
• Integrated and coordinated schedules, priorities, and suspense for regular and special assignments for 10 projects.
• Reviewed and analyzed records, reports, production studies, and staff utilization in order to evaluate work progress, efficiency and effectiveness.
• Identified and corrected substandard performances.
• Developed and implemented a strategy to ensure continuity of IT operations while undergoing extensive rebuilding.
• Met project deadlines 100% of the time while adhering to Confidential and Confidential specific rules and regulations.