·        Active Top Secret SCI Clearance with CI Poly

·        CompTIA Security+ CE Certified

·        Accomplished in identifying and solving complex problems.

·        Successful in teaching and implementing new procedures and policies

·        Proven ability to work efficiently and effectively with others as we as independently.

·        Familiar with programming in several computer languages.

Experience

 

General Dynamics Information Technology

Enterprise Service Desk (Linthicum, MD) Feb 2013 – Current

Training Specialist                  Oct 2015 – Current

·  Communicates and provides training on all new guidelines, procedures and policies to Service Desk Technicians, Senior Service Desk Technicians and System Administrators.

 

·  Assists junior and senior technicians with recognizing, identifying, isolating, and resolving complex problems dealing with information systems products and services.

 

·  Serves as and provides training to individuals on how to become a DoD PKI Trusted Agent responsible for the configuration of PKI certificates, PIN retrieval and account revocation.

 

·  Creates and provides weekly classroom and one-on-one training to over 40 junior and senior employees on how to resolve complex computer and network problems that have been identified to have been mishandled in the past.

 

·  Enhanced the efficiency and accuracy of daily operations by creating, automating and upgrading multiple applications and tools, one of which reduces the overall man hours required to compile employee statistics by 90%.

 

·  Maintains and updates training documentation on a regular basis to ensure all new employees are trained in a timely manner on how to effectively and successfully handle customer hardware, software, network connectivity, and application issues.

 

Help Desk Supervisor                 May 2014 – Oct 2015

·                       Trained Shift Leads and Alternate Shift Leads in their roles and responsibilities at the Enterprise Service Desk.

 

·                       Supervised 20 personnel at dual locations in recognizing, identifying, isolating and resolving complex computer and network problems.

 

·                       Provided clear and concise guidance to all employees on how to improve first call resolutions, manage customer perception, and build a stronger internal relationship.

 

·                       Improved and managed the staffing schedule to maintain adequate manning levels and ensure that all employees were compliant with accurate time recording.

 

·                       Ensured accurate and timely posting of deliverables (Call Volume Metrics, Ticket Statistics, and Daily Reports) to Senior Management on a daily basis.

 

·                       Created multiple tools to aid in implementing necessary processes to ensure timely resolution of trouble tickets and the collection of necessary data in order to evaluate Service Desk Performance and Quality Control.

 

·                       Established and maintained metrics required to measure and determined operational readiness of the service desk and analyzed individual employee’s performance through various statistic and reporting methods.

 

·                       Utilized Cisco Supervisor Desktop and Historical Reports to monitor and manage incoming call volume to identify trends and potential outages.

 

·                       Delegated task and responsibilities to meet the needs of the Enterprise Service Desk, as well as support the on-going continuous improvement efforts among the staff.

 

·                       Provided clear and concise direction to all employees at multiple locations through various forms of communication, to reinforce new guidance, procedures and policies.

 

Senior Help Desk Technician                                                          Feb 2013 – May 2014    

·                      Provided advance support for hardware and network access to customers worldwide for Unclassified and Classified systems spanning five different domains in a Windows 7, XP and Virtual Server environment with Microsoft Office applications.  

 

·                       Installed, configured and upgraded computer hardware and software on multiple operating systems and networks in order to manage functionality, efficiency, and compatibility.

 

·                       Interacted with users on a daily basis to assist with functionality and provided situational awareness of ongoing issues, by proving end-user support and troubleshooting.

 

·                       Participated in several special projects to include being selected to be a part of an Advanced Support Team (Tier 1.5), based off of my skills, knowledge, and ability to learn new procedures quickly.

 

·                      Utilized SCCM, SMS, Net Ops and Enterprise Administrator to remotely troubleshoot desktop systems.

 

·                       Maintained current knowledge of all relevant technology and create several documents with step by step processes on how to resolve newly found issues dealing with Hardware and Software.

 

·                       Provided training and recommendations to end-users while troubleshooting, to include remotely accessing their workstation and walking them step by step through resolving their issue.

 

·                      Used Siebel Action Request System to track, troubleshoot and resolve IT related issues such as workstations, thin clients, printers, servers and other hardware.  

 

United States Army

Active Duty (Multiple Locations) Sep 2007 – Nov 2012

Signal System Support Supervisor (Fort Campbell, KY)Oct 2011 – Nov 2012

·                       Supervised a Help Desk providing walk-in, phone and desk side support to over 600 users on multiple networks and operating systems.

 

·                       Retained accountability and maintained over one million dollars work of Information Technology equipment for 12 months, resulting in no loss functionality or misuse of equipment.

 

·                       Supervised and ensured the migration of over 600 Microsoft Outlook email accounts to a new domain successfully, resulting in no data loss and minimum downtime.

 

·                       Consistently provided training and knowledgeable insight on problem solving step, impacting the knowledge and success of over 30 employees.

 

Information Management Officer (Wiesbaden, Germany)                Jun 2011 – Oct 2011

·   Created over 300 individual computer user and email accounts on two separate networks, using Windows Active Directory and Microsoft Exchange 2010.

 

·   Built and maintained the company’s SharePoint site, ensured the integrity and security of the site by assigning individual permissions to over 100 users based off of their positions and need to know.

 

·  Served as a Data Transfer Agent providing oversight to more than 500 file transfers, ensuring that all files were classified accurately and no classified information was obtained by any unauthorized personnel.

 

System Administrator (Camp Cropper, Iraq)                               Jun 2010 –Jun 2011

 

·   Supervised a forward deployed Help Desk operation, providing desk side support to over 200 individual users resolving issues dealing with computer, radios, printers, network connectivity, and security cameras.

 

·   Assisted with successfully installing, implementing and maintaining one of the first ever congressionally mandated Digital Interrogation Video Archival Systems (DIVAS).

 

·   Dedicated countless hours maintaining and troubleshooting over 300 information technology (IT) systems, to include workstations on multiple classified networks, VOIP Phones, radios, video teleconferences systems and servers to ensure continuous accessibility.

 

·   Demonstrated professionalism and selflessness by volunteering off time to train over 60 personnel on the proper use of each IT system, to include creating step by step guides and several Standard Operating Procedures (SOPs).

 

·   Ran daily and weekly integrity and availability checks on multiple servers to ensure minimum downtime.

 

·   Boosted the moral of over 200 individuals by setting up and maintaining a local area network, which allowed the forward deployed soldiers an opportunity to play games and communicate with each other from their living quarters on their days off.

 

·   Ensured all computers met IA Standards, by physically and remotely installing new patches and updates.

 

 

Information Assurance Security Officer (Darmstadt, Germany)                Sep 2007 –Jun 2010

·   Created a SOP and trained individuals on how to maintain and operate a Global Rapid Response Information Package System (GRRIPS), which allowed users to forward deploy anywhere in the world and still maintain the integrity of a secure audio and video connection.

 

·   Met the Army standard by organized and successfully executed a plan to upgrade the operating system of over 200 computers in four different countries resulting in minimum to no downtime.

 

·   Ensured the success and timeliness of standing up a new office was met, by imaging over 100 hard drives, creating and running CAT5 cable, setting up each individual system and then adding them to the correct network.

·   Created, maintained and monitored over 1000 individual user, computer and email accounts using Active Directory and Microsoft Exchange.

 

 

Education

Specialized Training:

·   Signal Support System Specialist Training (Military Training)

·   Customized Vista Baseline Workshop

·   Microsoft Office and SharePoint 2007 Integration Training

·   Information Assurance Security Office Training

·   Computer Algebraic Equations (University of Maryland University College)

 

Certification:

·   MS: Server Virtualization with Windows Server Hyper-V and System Center (October 2016)

·   MCP: Microsoft Certified Professional (September 2016)

·   Comptia Security+ CE (March 2013 – March 2019)