• Diagnosed and resolved hardware and software issues for end-users.• Installed, configured, and maintained desktops, laptops, printers, and peripherals.• Managed hardware replacements and performed system reimaging.• Assisted users with software errors and provided training on hardware/software use.• Ensured inventory accuracy and BitLocker activation on replaced components.• Delivered high-quality customer service and collaborated with IT professionals.

• Monitored switches with Solar Winds, Splunk dashboard, New Relic, CIRT board, emails and communicated through teams. • Assisted Tier 1 group with outages, maintenance notifications and tracking tickets. • My Public Trust clearance was pending, which only allowed me to work in the Tier 1 role.

• Manage, track, report, process and assign tickets daily.• Responsible for opening, tracking, and closing tickets.• Review tickets daily and reprioritize as needed to ensure compliance with Service Level Agreements (SLA).• Define and classify status updates on each ticket per SLA level, priority and nature of problem, request and/or issue.• Evaluate and prioritize incoming telephone, voice mail, e-mail, and in-person requests.• Actively manage incident tickets and provide• Work with customers to collect information about problems and lead customers through diagnostic procedures to determine the source issue.• Ability to craft technical and professionally written outage notifications and updates to incident stakeholders.• Conduct continuous improvement service desk support and update knowledge base as required.• Perform systems administration troubleshooting and support.• Received incoming calls and emails requesting assistance from customers with their network account with different applications: Active Directory, Remote Desktop using Terminal Service, NetIQ, VPN, Maas password utility for Apple IPhones, and Splunk accounts.• Monitored servers using Solar Winds. Would open Trouble Tickets in Service Now with the details from the Solar Winds and include any data captured in Remote Desktop with Linux commands. Would open an Incident, open a tunnel in Teams, set up a Bridge and contact other teams for support. I would be part of the bridge capturing information for the Incident and Trouble Ticket, update the information in both tickets and send a notification at a period, depending on the Incident urgency. I would then place the details of this Incident in the Solar Winds notification and close it.

• Programmed newly installed Service Desk Software to fit working environment by updating forms, adding users, groups, categories and business processes that would send notifications to individuals and groups. I also built reports using crystal reports which provided monthly stats until Service Desk.• Actively participated with Remedy implementation team regarding requirements and gap analysis. • Provided 24-hour coverage of the helpdesk every other week receiving emails, phone calls and web requests for support. • Obtained the details of the new issues, including log files and elevate to the Engineering and a third party. These tickets would be tracked daily and added to two of the helpdesk conference calls, which provided information to the government staff, Engineers and System Administrators. Once resolved, would communicate to everyone with the details of the resolution. • Opened tickets for all stateside warrantied hardware, communicated with the vendors to schedule the equipment repair. • Tracked these tickets and provided metrics to the government staff enabling them to foresee any future hardware problems. • The Service Desk averaged over 98% closure rate since 2018 with 100% calls answered.• Provided ongoing trends analysis for issues relating to currently fielded information systems.• Provided updated documentation to team-members regarding policy and changes that could impact on the team.• Received a certificate of appreciation for my contribution in documenting deployment of equipment and repairs. It stated my detailed technical ability resulted in improved command asset visibility and reduced equipment repair turnaround time for the Theater of Operations. It stated my dedicated effort had enhanced the treatment of wounded warfighters both in Theater and during follow-on treatment in the United States.

Work on the program Medical Communications for Combat Casualty Care as the 24 hour helpdesk. L-3 sold the division to CACI.