Aaron Willhide Email & Phone Number

Ft. Detrick, Md

Provide desktop support for USAMRAA | United States Army Medical Research Acquisition Activity. The number of people I support is approx 200 people. Responded to tickets through the USAMRAA Intranet. Also provided support through email, and telephone requests. Created and maintained User and Microsoft Exchange accounts. Provide technical support to business customer with multiple computers, programs, and VPNs. Used remote access to repair software issues. Diagnosed and trouble shoot hardware/software and Windows processing problems and applied solutions to increase company efficiency while utilizing exceptional customer service skills. Re imaged, installed software and deployed Windows 7 systems for users.

Provided support for Headquarters, Department of the Army. Answered and responded to inbound calls/emails in a timely and professional manner. Provided timely documentation of issues. Supported XP and Vista Operating systems. Provided support for Army Knowledge Online- SIPR. Gained experience in supporting users with Common Access Cards and encryption issues. Provided timely documentation of issues in Remedy ticketing system. Resolved issues involving Microsoft Office, Lotus Form Viewer, Internet explorer, File access issues, etc. Selected Contributions:Awarded Certificate of Appreciation for Outstanding Dedication and Teamwork in February 2010

Troubleshooting within an enterprise environment, including system crashes, slow-downs and data recoveries. Engaged and tracked Priority 1 issues, with responsibility for the timely documentation, escalation (if appropriate), resolution and closure of trouble tickets. Provided technical support for 500+ users.Selected Contributions:Exceeded issue-resolution targets and achieved exemplary customer satisfaction scores, consistently scoring between 95%-100% on all calls (outperforming average of 90%).Handled 10+ technical/mission-critical calls daily and consistently met high service standards.

Build PC Systems for the U.S Military. Test Military grade components. Installed hardware into Panasonic Toughbooks. Implemented software into Toughbooks. Built CHATS systems for ARMY deployment.