Accomplished IT Specialist with over 6 years of experience and proven expertise in conducting Help Desk operations and Local Area Network management within the United States military. Proven ability to assess, identify, and create solutions for end device users on a range of classification systems while maintaining Information Assurance protocols. Extensive knowledge in best practice procedures for Help Desk management and personnel tasking.
U.S. Army Veteran
Top Secret (SSBI-2013)
Desktop Support Technician/Service Desk Manager November 2012 to December 2015Network Enterprise Center - Wiesbaden
Managed a Tier 2 Service Desk, directing the tasking, monitoring, and mentoring of 7 IT technicians and supporting civilian counterparts in IT Service Requests and Requests for Change for a 3,000 user network for United States Army Europe.
Liaised between United States Army operational command and civilian strategic leadership, attending meetings on behalf of civilian and United States Army leadership in order to balance between strategic needs and United States Army tasking requirements.
Awarded Network Enterprise Center of the Year (Medium Category) for the entire U.S.
Army for 3 continuous years in both management and technician roles.
Subject matter expert in utilizing printer servers, BMC Remedy software, SCCM, SolarWinds software for network management and Cisco Unified Call Manager, Installed new patches for port activation ensuring end user device connection to the local domain while maintaining physical and logical security protocols were adhered to.
Ensured end user training was accomplished for the purpose of Information Assurance by monitoring web portal sites and notification methods.
Consistent communications with a wide variety of customers in different positions and grades to help deliver a quality solution to the problem.
Local Area Network Manager/Information Management Officer October 2009 to October 2012Fort Knox, KY
Managed, supervised and provided Tier 1 Help Desk support, served as an Information Management Officer to an organization of roughly 350 users.
Duties included computer imaging through SCCM, tracking and assessing user training needs in relation to Information Assurance.
LAN Manager in support of a combat organization providing satellite data communications and VOIP services as a member of a 4 person communications team utilizing the Warfighter Information Network - Tactical (WIN-T) Increment 1 network-in-a-box configuration.
Created user accounts on active directory, install and configure VOIP devices through command line interface.
Consistently communicated with a wide variety of customers, from peers to senior executive staff and Tier 2 Help Desk, through in person meetings, phone analysis and email traffic to deliver quality solutions to complex issues.
Maintained and operated a directory of all peripheral devices, along with information such as physical location, classification of network, personnel responsible for the device, and pertinent information related to troubleshooting (hostnames, MAC address, OS, etc.).
June 2006 to October 2009
Personal consulting in hardware design and architecture, imaging, backup and restoration as well as virus removal Network design and implementation of wireless networks in private LANs Provided education in use of Microsoft Office products and Windows Administrative functions to supervisors.
Troubleshooting of peripheral devise such as printers, scanners, and other performance hardware on on-call basis Assisted in remodeling of private home with installation of CAT5 into infrastructure.
Bachelors of Science : Software EngineeringUniversity of Maryland - Fort Gordon, GASoftware Engineering
Army School, Graduated
Attended retraining to certify as an IT Specialist for the U.S. Army
High School DiplomaMountlake Terrace High School - Mountlake Terrace, WAPrimary leadership training, learning basics of leadership, counseling and training as a supervisor of junior personnel
active directory, Administrative functions, Army, backup, balance, CAT5, Cisco, hardware, consulting, counseling, Customer Service, data communications, directing, email, hardware design, Help Desk support, Help Desk, imaging, Instruction, Local Area Network, LANs, leadership, leadership training, MAC, meetings, mentoring, LAN Manager, Microsoft Office products, Windows, WIN, Enterprise, network management, Network design and implementation, Network, networks, OS, personnel, Personnel Management, printer, printers, Problem Solving, protocols, quality, scanners, servers, strategic, supervisor, user training, technician, phone, Troubleshooting, VOIP, web portal