·   Manage IT infrastructure.

·   Customer service skills.

·   Telecommunications systems.

·   Outstanding team working skill set.

·   Problem identification and analytical.

·   Windows Vista, and 7 OS applications and software.

·   Software installation, testing, and troubleshooting.

·   Virtualization technology.

·   BlackBerry phone (9900, 9930, z10), peripheral, and account management and maintenance.

·   Active Directory.

·   Windows Operating system configuration, troubleshooting, and maintenance.

·   MS Office 2007, 2010, 2013.

·   CAT 5e/6e UTP/STP installation and maintenance.

·   Fiber Optic cabling installation and maintenance.

·   Video teleconferencing experience.

·   Copper phone line maintenance and configuration.

·   Remedy Ticketing system.

·   Team member mentoring.

·   DoD sensitive data courier training and experience.

·   Computer Systems and equipment life cycle replacement.

·   Project coordination, accountability, and documentation.

·   Data recovery.

·   Information security

·   Voice over IP (VoIP).

·   DOD Degaussing and Destroying process.

·   Lexmark office printers.

·   Cloud printing and configuration experience.

 

·   High School Diploma.

·   American Military University: Information Technology-currently attending

·   US Army Skill Training: Computer Systems Operator and Maintainer (92b20)

·   Warrior Leaders Course.

 

Certified: CompTIA Security+ CE

ITIL v3 Fundamentals

 

STG communications   Fort Bragg, NC 28310

FORSCOM Command Group Technician/Pentagon Liaison      June 2015 to present

 

·   Hired to the position of senior service desk technician. Utilizing the knowledge acquired while assigned to FORSCOM.

·   Maintained the position of 5th floor service desk tech as well as all applied duties of the position.

·   Assigned as the Command Group suite Service desk representative. Addressing the technical needs of the commanding General of FORSCOM HQ as well as his staff. In addition I also supported the three other generals in the office and their staff. This is due to the high resolution and mission requirement of the users to the overall Army mission. This position would allow the users 24 hour technical support by being assigned as the technical representative.

·   Assisted in the FORSCOM HQ upgrade of all BlackBerry phones from previous versions to the 9930 model. Tracking users, verifying one for one turn in of old phones for new, activating phones, configuring accounts on new phones, and tracking all hand receipts in order to verify all information of new phones were updated on users records.

·   Assigned as the liaison technician between FORSCOM and the FORSCOM remote liaison office located at the pentagon. Providing remote technical support for personnel located at the FORSCOM LNO office in the pentagon. As well as on site quarterly, on site checks, and emergence response for issues that arise.

·   Life cycled 6 computers located in the FORSCOM LNO Pentagon office (two classified with backup drives, three unclassified lap tops and one backup lap top.). Took imaged computers for both unclassed and classified systems, verified systems had users profiles loaded to them, swapped out unclassed systems, linked local printers, tested email, tested external websites, swapped classified systems, manually assigned IPV4 information to the computers, linked local printers to computer.  

·   Assigned as a Verizon account technician. Authorized to submit for voice mail passwords, swap new phones on account, and replace Wi-Fi hotspots.

·   Configure classified thin client virtual desktop systems. Verify user accounts are configured for thin client access, install systems, and users profiles after log on addressing outlook and intranet sites.

·   (previous duties and responsibilities are addressed in prior work experience)

 

TEKSystems subcontracted under STG communications   Fort Bragg, NC 28310

FORSCOM Service Desk Team member           October 2014 to June 2015

 

·   Hired to TEKSystems under STG as a FORSCOM HQ G-6 Service Desk team member.

·   Managed system and network based issues for 3,000 high resolution end users. Members include Government service employees, senior ranking Non-commissioned and commissioned officers, and Government contractors. 

·   Assigned as a Remedy Ticketing system coordinator. This assignment included data collection of issues, routing of tickets after submission, coordination of specialty work orders, and annotation of resolutions into data tracking system. All of the tickets are to be used as references in order to stream line first contact resolution of reported issues.

·   Requested as a software installation and maintenance technician. Focusing on the installation of specialty software required by individuals for mission requirements. Resolving issues with out of date or corrupt software. Verifying new software with software account manager to aid in the network validation of any newly requested software.

·   Resolved IAVM and HBSS quarantined issues that would cause a system to no longer be allowed access to the network. Utilizing Scan reports to cross check what systems were having issues and what would need to be addressed to get the systems but up and on the network.

·   Requested to become BlackBerry Account Manager and technician. This would require me to create, delete, manage permissions, and set account policies for requested users. I was also responsible for the hardware maintenance of BlackBerry phones (6400, 9900, 9930, z10). Addressing swapping of keyboards, screens, batteries, and sim cards to allow full functionality of phones.

·   Configured BlackBerry phones to allow email as well as the viewing of encrypted emails and signing of emails while abroad. Linking BlackBerry CAC card readers to phone and troubleshooting any errors that may come up. Also upgrading user’s certificate from their new CAC cards to their phone in order to allow them to decrypt and sign emails.

·   Requested for the Service Desk Floor Technician (Beta Test). Floor specific service desk representative to coordinate with IMOs for faster resolution to users issues. As well as allowing a better customer relationship between the end user and the Service desk.

·   Assigned as the 5^th floor technician. This would allow the users a more customer centralized serviced desk experience for over 340 end users.

·   Mentor new members to the service desk team. Trained new members on processes and procedures related to service desk operations.

 

 

Smartronix subcontracted under L3 communications   Fort Bragg, NC 28310

Desk Top Support Technician     October 2013 to October 2014

 

·   Assigned as a USASOC Field Service Desk Support Technician.

·   Managed system based issues for over 6,000 users spread out over 8 commands. To include United States service members (officers and enlisted), Government service employees, and Government contractors.

·   Reimaged and baselined computer drive (unclassed and classified) for both Lap tops and desk tops. This was completed by utilizing the master image replicator and configuring the drive for multiple system (dell latitude {6400, 6500,  6510, 6520, 6530}, Dell OptiPlex{750, 780, 960, 980, 9010, 9010, 9020})

·   Installing required software on the computers before reissuing the systems.

·   Assisted in 14 building wide moves for user from old locations in to new facilities. Specifically the installation and testing of computer systems, office printers, Tandberg conference systems.

·   Addressed hardware related issues. Trouble shooting mother boards, power supplies, RAM, video cards, and other system based hard ware. Also addressed with the life cycling process of old systems.

·   Utilized the Remedy ticketing system in order to track equipment throughout the separate commands. As well as any specialized software and configurations that were required on the systems.

·   Assisted in the network wide installation, configuration, and testing of the Lexmark cloud printing mission. Coordinating between the networking team and Lexmark for firmware updates and system configuration. As well as testing and mapping all users to different printers in the offices for over 200 new printers.

·   Requested to become an on-call technician in order to help facilitate any after hour and weekend issues that may occur helping to ensure an efficient 24 hour support desk.

 

 Head Quarters Company, 3 SFG (A) U.S. Army  Fort Bragg, NC 28310

Information Assurance Security Official          July 2012 to October 2013

 

·   Assigned as the Head Quarters Information Management Official. Responsible for over 250 primary users (VIP, sensitive, and Guest VIP users) and 1,300 secondary (soldiers, ranking Non-commissioned officers’, and low ranking officers’)  

·   Set up and coordinated the audio and video for unit memorial services. Testing of systems before service and set up remote viewing sites for over flow tents. As well as tested all audio equipment to allow for proper sound control

·   Assigned as Information Assurance Security Official for the battalion. Verifying and auditing Army Certificate Tracking System (ACTCS) to verify that all users under the battalion are currently up to on all required training for network access.

·   Validated new arriving members to unit and verified all training on their ACTCS accounts for network access paperwork.

·   Resolved user based network system issues utilizing previous experience. Processed Remedy tickets to be escalated to the next tier in order to get users issues resolved in a timely manner.

·   Assisted in the creation, organization, documentation, and finally implementation of 3^rd Special Forces 3^rd Battalion S-6 Knowledge management data base. Allowing the logging and documenting of all known technical issues in the battalion for quick reference by other S-6 personnel to cut the trouble shooting time and resolution of tickets down dramatically.

·   Stored and managed back up data for user during the imaging process of their systems in order to give redundancy

·   Mentored 34 new soldiers and noncommissioned officers on the processes and procedures that are involved with being assigned to the 3^rd Special Forces battalion and S-6 team.

·   Maintained the network availability of specialty equipment such as optical scanners, finger print scanners, map oriented printers, network monitoring systems, data recover systems, and security card configuration and printing machines.

·   Imaged systems to the required network specification (NIPR, SIPR) using the PXE network booting imaging system.

·   Degaussed and Destroyed over 780 Secret hard drives following DOD standards in order to verify that no data would be able to be extracted from the drives once complete.

 

Head Quarters Detachment 25^th Sig Battalion, U.S. Army          Camp As Syliayah, Qatar

Battalion Information Management Official.        January 2012 to June 2012

 

·   Requested to become battalion level Information Management Official. Total of 27 users on site with an additional 8 VIP users forwarded to Afghanistan that still had rooms that needed to be maintained.

·   Managed the Battalion personnel tracking system. Tracking all personnel arriving at unit and forwarding to sub units. As well as personnel going on leave and returning and members leaving the unit.

·   Managed Data base on all technical equipment assigned to the battalion. Computers, scanners, monitors, camera equipment, video telecommunication equipment, large scale printers, cell phones, and all VIP rooms that contain technical equipment.

·    Recognized for the coordination and system readiness for the 2012 commanders conference for the 25^th signal battalion. Requiring testing of all telecom paths to all member units with an additional two means of communication. (Alternate operational conference room and secured Polycom phone.) as well as having 12 fully operational systems for visiting members to conducted business on.

 

278 Sig Company, 25th sig Battalion, U.S. Army          Camp Eggers, Kabul, Afghanistan

Executive Communications Team Senior Tech         June 2010 to January 2012

 

·   Assigned as Executive Communications Team Senior Tech. Supervising 4 team members.

·   Addressed the technical needs of over 15 senior military member as civilians and foreign military assigned to the different commands. As well as their aids and drive team members allowing for 24 network functionality.

·   Became specialized in trouble shooting issues for three classifications of Networks. (Unclassified, Secret, and a foreign shared classified network (Citrix).

·   Assisted in in moving all personnel with in two commands (340 members) in moving and installing their computer systems in to new building to help verify that system reliability was maintained. 

·   Assigned as an Active Directory manager. Creating and managing user, computer, security group, and organizational group accounts.

·   Managed the Remedy ticketing system. Created, maintained records, and coordinated tickets to the different teams.

·   Tasked with Imaging computer for the three networks (unclassed, secret, Citrix), creating computer accounts, whipped factory settings, installed updated imaged, tested all functions.

·   Tasked with the maintenance and upgrading of printers, Common Access cards, phones, biometric devices, and other peripheral systems across the base.

·   Requested as the Assistant Lead of the Cable installation and maintenance team supervising 5 team members of a 12 member shop. Reasonable for the coordination of all work orders and incidence tickets.

·   Team lead for the Ethernet and phone cable installation of three buildings covering three different networks. Approving plans, allocating supplies for rooms, coordinated man power, onsite inspection of team members, and terminating communications closest in line with schematics.

·   Coordinated the testing and installation of Fiber Optic Cable in to communications closets.

·   Requested to become combination night shift lead for the Customer Service Desk and the Cable installation a maintenance team. Verifying 24 hour monitoring and trouble shooing of both offices if needed.

·   Imaged requested systems to the so

·   Assisted in insuring that every military member and civilian assigned to the base had network capabilities while on their combat assignment at the base.

 

Alpha Company 447^th Signal Battalion, U.S. Army          Fort Gordon, GA

Computer Systems Operator and Maintainer     November 2009 to May 2010

 

·   Imaged systems to requested versions of windows. (XP, Vista, 95) allowing for working knowledge of basic systems.

·   Addressed Hardware issues for Work stations and lap tops for (Dell, HP, and Toshiba)

·   Addressed IPV4, IPV6 related issues allowing specialized configuration on to the network.

·   Resolved basic configuration conflicts with Printers and other peripheral devices.

·   Coordinated system swaps with non-serviceable computers in order to get the users up and functional.

 

.

 

References: Available upon request.