Decorated military professional, fully transitioned from the United States Air Force to a career in IT. Distinguished Tier II technician working in an accelerated helpdesk environment. Quickly and effectively resolves customers' technical issues. Calm under pressure and utilizes superior time management and conflict resolution skills. Dedicated to exceeding client expectations by verifying satisfactory resolutions for every submitted ticket and phone call. Skilled at maintaining positive communications even in stressful and fast paced situations. Ready to leverage deep technical knowledge and amiable personal interactions to provide superlative technical responses.
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- Provides troubleshooting for multitudes of different software, including Oracle Production, UAT, Discoverer, Ring Central, SQL Developer, Mimecast, all Microsoft products, and more.
- Manages delegation of personal and shared email inboxes via Exchange Admin Center and Microsoft 365 Admin Center.
- Provides Tier 2 IT support to non-technical internal users through desk side support services.
- Breaks down and evaluates user problems, using test scripts, personal expertise and probing questions.
- Patches software and installs new versions to eliminate security problems and protect data.
- Configures hardware including laptops, desktops, minis, VDIs, 10zigs, and grants system permissions to new employees.
- Compiles and accurately enters data for each customer encounter to record in system.
- Installs, modifies and repairs software and hardware to resolve technical issues.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
- Used internal software to process reservations, check-ins and check-outs.
- Promoted local entertainment and events and offered details to assist patrons.
- Answered guest questions and referred to local points of interest.
- Updated customer accounts with add-on grooming charges and lodging use
- Monitored 13 critical Protection Level 1 facilities via $51 million dollar Weapons Security and Storage System, and numerous Protection Level 2 and 4 areas via a $120k Vindicator System
- Merged with Dutch 1st Fighter Wing security to provide command and control for 63 Security Forces and 30 augmentees, along with 350 Dutch personnel in support of $6 Billion in resources.
- Acted as first line of alert and reporting for incidents, ensured precise response in accordance with Department of Defense and Allied Command regulations and expectations.
- Generated Security Forces Blotter, recorded alarm responses, daily checks, shift exercises and incidents, and tracked all activity during shift.
- Secured records and storage to comply with filing and indexing procedures.
- Reported building issues to building management to reduce safety concerns.
- Evaluated numerous computer systems and network infrastructures to identify weaknesses and develop countermeasures.
- Coordinated with local authorities to smoothly manage disaster response.
- Organized search and rescue activities to locate missing persons affected by natural disasters.
- Set up special stations to effectively relay information during periods of unavailable or compromised infrastructure.
- Assisted with tactical planning by compiling and evaluating important operations and intelligence data.
- Produced detailed and knowledgeable technical reports on command and field activities.
- Air Force Training Ribbon
- Air Force Achievement Medal
- Air Force Good Conduct Medal
- Outstanding Unit Award
- Overseas Long Tour Ribbon
- Air Force Longevity Ribbon
- Non-Commissioned Officer Professional Military Education Graduation Ribbon
- Global War on Terrorism Service Medal
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School Attended
- Saint Petersburg College
- University of Maryland - Baltimore County
- Palm Harbor University High School
Job Titles Held:
- Helpdesk Support Technician II
- Front Desk Associate
- Monitoring Facility Operator
- Base Defense Operations Center Controller
Degrees
- Associate of Science
- Associate of Science
- High School Diploma
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