• Provided telephone and in-person support to over 800 end users, troubleshooting, diagnosing, resolving, and documenting hardware, software, and network related technical issues.• Managed ongoing computer hardware and software issues, including dissemination of unclassified and classified information.• Provided troubleshooting for software systems and system hardware on areas such as IP conflicts, TCP/IP routing, satellite signal acquisition, data path transmission and related irregularities.• Implemented the migration of over 800 employees' e-mail to DEPARTMENT OF DEFENSE (DoD) ENTERPRISE EMAIL using Outlook 2010/2013 and/or Outlook Web Access (OWA) client access.• Responsible for implementing network system installations, changes and upgrades.• Provided daily hardware and software technical support for military computer and communications hardware, software and equipment created with BMC remedy trouble ticket software.• Implemented standard operating procedures for military and civilian information systems security medium office system workgroups.• Executed integration of more than 300 computer systems to the NIPR, SIPR and CENTRIX networks• Apply best management practices in handling Exchange Server 2013 file server, server backups, active directory users and computers, local domains and policies, local security policies, Outlook 2010/2013, as well as software and hardware installation.• Supported daily monitoring and reporting of the user data protection and backups.• Processed scheduled and authorized outages. Submitted outage reports in response to unscheduled outages.Certifications: Security +, A +Security Clearance: SECRET

•Responds to telephone, email and on line requests for technical support. Documents, tracks, and monitors the problem using applicable systems and tools •Coordinates with other teams or specialists to resolve an issue. May be responsible for the resolution of escalated issues of higher difficulty •May train, coach or assist less experienced team members; Provides guidance and work leadership to less-experienced technicians•Responsible for providing technical assistance and support related to computer systems, hardware, or software. Responds to queries, runs diagnostic programs, isolates problem, and determines and implements solution•Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware; Asks questions to determine nature of problem•Follows up with customers to ensure issue has been resolved; Gain feedback from customers about computer usage•Maintain a high-level of professionalism and perform other duties as directed or assigned by Help Desk management; Proven ability to complete projects and duties in a self-directed manner•Log incidents in a problem tracking system and use appropriate escalation methods to ensure problems have a timely resolution•Collect and dispense information with groups within and outside ITS and route more complex problems to management or other ITS specialists•Issue, brief and train students on initial computer log-on procedures and set up•Functions as a first point of contact for IT Help Desk students and staff to ask questions or report problems for escalation; Research and document common technical problems•Maintain daily performance of computer systems; Runs diagnostic programs to resolve problems; cleans up computers•Screens, refers and diagnoses internal inquiries and work requests as they relate to maintenance of personal computers and related systems•Walks customers through problem-solving process

• Provided telephone and in-person support to over 300 end users, troubleshooting, diagnosing, resolving, and documenting hardware, software, and network related technical issues.• Managed ongoing computer hardware and software issues, including dissemination of unclassified and classified information.• Provided troubleshooting for software systems and system hardware on areas such as IP conflicts, TCP/IP routing, and related irregularities.• Created and managed user accounts on both the NIPR and SIPR networks.• Provided daily hardware and software technical support for military computer and communications hardware, software and equipment• Implemented standard operating procedures for military information systems security workgroups.• Executed integration of more than 300 new computer systems to the division.• Apply best management practices in handling Exchange Server 2003 file server, server backups, active directory users and computers, local domains and policies, local security policies, Outlook 2003, as well as software and hardware installation.• Supported daily monitoring and reporting of the user data protection and backups

• Provided core services by designing, configuring, installing, and managing data services at the operating system and server application level. • Provided directory services utilizing dynamically assigned IP addresses, domain name server, storage area network, and electronic messaging resources. • Managed secure authentication methods utilizing public key infrastructure (PKI) technologies and procedures.• Standardized user privileges and system settings using automated deployment tools such as group policy objects (GPO) system management server. • Implemented security fixes, operating system patches, and antivirus software. • Performed system resource management, manages system accounts, performs system-wide backups and data recovery, and load and capacity planning and management. • Administered classified and unclassified message traffic via electronic mail systems, database operations, implements conversions, and investigates problems in database environment. • Ensured continuing systems operability by providing ongoing optimization and problem-solving support. • Applied computer security policies to safeguard systems and information. Categorizes, isolates, and resolves system problems. • Processed, documents and coordinated resolution of trouble calls from lower support echelons. Processed scheduled and authorized outages. • Submitted outage reports in response to unscheduled outages.• Top Secret SCI clearance