• Troubleshoots network outages that supports all of NORAD and USNORTHCOM which involved issues related to routing, DNS, DHCP, 802.1X Authentication, ACLs, VPNs, and more.• Implements Boundary Modification Requests to allow specific network traffic over the firewall to aid the command in their mission critical duties.• Supports off site Local Area Networks by working with end users to determine and resolve various network performance issues.

• Managing, monitoring, and troubleshooting the classified and non-classified IP and Transport Networks consisting of Cisco and Juniper routers, Optical cross-connect platforms, Multiservice provisioning platforms, fiber/copper connectivity, VDI workstations/servers, and miscellaneous network equipment.• Performing proactive monitoring of network element alarms and alerts to identify those components/elements that may lead to or already are causing network degradation or failure. Interfacing with functional users as well as remote operations centers in both routine and reactive monitoring situations.• Maintaining logs and records associated with reported problems or situations within their realm of responsibility. Provide network status updates to Government Operations Center personnel and producing daily status reports. • Use SolarWinds, Splunk, HBSS, Q-tip vulnerability scanner, v-Sphere, and other toolsets to monitor and detect network issues.

• Provides Tier 1 and Tier 2 Helpdesk support to 1500 enterprise users replying to email inquiries, telephone calls, and BMC Remedy ticketing system. Determine customer requirements and assisting customers by recognizing and analyzing trends and providing solutions promptly. Performed end-user training to familiarizing the users with the use of equipment and Department of Defense compliance requirements.• Patriot Excalibur (PEX) Administration Support ensured the PEX servers have all required software patches and can operate on the Air Force computer network (AFNET). Scheduled and performed upgrades to the PEX system software as updates become available from the PEX vendor.• Received "Outstanding" ratings on performance reviews for the last 6 years, with top marks in teamwork, customer service, and technical problem-solving.

Subject Matter Expert (SME) on resolving operational issues with software, hardware, mobile devices, and wired/wireless connectivity equipment (including satellite phones and radios). Joint Incident Site Communications Capability (JISCC) systems team member that provided users wired and wireless internet connectivity, uplink to various satellites for users, telephone service to anywhere in the world, radio connections for both UHF and VHF using radio over IP (ROIP) protocol to connect remote sites.

• Provided IT support for Non-classified Internet Protocol Router (NIRP) and Secret Internet Protocol Router (SIPR) network hardware for 800 Space and Missile System Centers employees. Tier 1 support included responding to user request for support, troubleshooting problems, training end-user regarding the use of software and hardware functionality, and communicating current policy. • Reset passwords, enable accounts, add and remove users from groups, and created computer accounts in Active Directory. Escalated issues as needed and maintained communication with the customer and technical teams. Utilized BMC Remedy Incident Console to record and track issues, and document fix actions.

• Provided IT support for Non-classified Internet Protocol Router (NIRP) and Secret Internet Protocol Router (SIPR) network hardware for 800 Space and Missile System Centers employees. Tier 1 support included responding to user request for support, troubleshooting problems, training end-user regarding the use of software and hardware functionality, and communicating current policy. • Reset passwords, enable accounts, add and remove users from groups, and created computer accounts in Active Directory. Escalated issues as needed and maintained communication with the customer and technical teams. Utilized BMC Remedy Incident Console to record and track issues, and document fix actions.

Coached and mentored five team members on processes, policies, and procedures centered around maintaining tactical communications and automation network systems worldwide. Managed daily communications operations by allocating resources, managing and implementing equipment inventory controls, delegating responsibilities, evaluating challenges, and resolving technical issues in alignment with Army regulations and protocols.