The Information Technology Technician’s role is to ensure proper computer operations so that end users can accomplish organizational tasks. This includes receiving, prioritizing, documenting and actively resolving end user help requests. Problem resolution may involve the use of approved diagnostics and help tools, as well as require that the individual give hands-on help at the desktop level.ResponsibilitiesEvaluate documented resolutions and suggest ways to prevent future problems.Field incoming help requests from end users via telephone, email and text in a courteous manner.Document all pertinent end user problem or issue.Escalate problems (when required) to the appropriate experienced technician.Record, track, and document - help desk request, problem-solving process, including all successful and unsuccessful decisions made, and brief IT Support Supervisor on final resolution.Use only approved diagnostic utilities to aid in troubleshooting.Access approved software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.Identify and learn appropriate software and hardware used and supported by the organization.Perform hands-on fixes at the desktop level, including installing and upgrading software, implementing file backups, and configuring systems and applications.Test fixes to ensure problem has been adequately resolved and report all finding and final resolutions.Perform post-resolution follow-up, with users and supervisor.

As an Escalation engineer, provided Microsoft premier customers advanced level technical support through phone, email, and remote sessions in support of Microsoft Outlook.• Manage crisis situations that involved technical challenges• Used debugging skills and other proprietary tools to analyze and solve problems• Collaborate with other teams within Microsoft to ensure the customer’s needs were met in complex situations• Develop action plans that ensure the issue was resolved in a timely manner• Operated as a technical SME in relationships with customers to manage critical situations

• collaborated with Upper Management to transition to an accounting system that better suited the needs of the company and cut the cost of the system by 50%• maintained Software Maintenance, Licensing, and Subscriptions for the entire corporation• preserved assets by implementing disaster recovery and back-up procedures and information security and control structures• recommended information technology strategies, policies, and procedures by evaluating organization outcomes; identifying problems; evaluating trends; anticipating requirements• oversaw all phases of project from conception to completion• act as liaison between upper management and vendors and consultants• ensure backup systems operate effectively• evaluate user needs and system functionality to facilitate their needs• provide secure access to the network for remote users• offering users appropriate support and advice• managing crisis situations, which may involve complex technical hardware and software• provide support for 250+ end users including provisioning, training, maintain, administer, troubleshooting and resolution of reported incidents and other requests for all blackberry devices, smartphones (Apple iPhones & Android), cell phones, Apple iPad tablets, and broadband (USB and Mi-Fi) cards• liaison with service providers including AT&T and Verizon• administration activities include ordering, tracking and deployment of mobile devices resulting from end-user requests• provisioned new wireless devices to insure performance, billing and security standards are met • visit remote users on job sites to limit operational interruption • assist Accounting & Human Resources department in troubleshooting and navigation of QuickBooks• manage services and software for 4 servers, over 75 end users, and 250 mobile devices• create, update, and manage company websites www.futuretelco.com and www.mesquiteambucs.org

Responsible for the safe switching of railcars and movement of trains across the BNSF systemOperate train switches and derails to change routing of equipment, engines, and trainsConfirm that all Federal Railroad Administration and hazardous material regulations are complied with

I worked on a team of four that traveled across the country collecting data for the engineering staff at Google to develop a new indoor feature to Google Maps.Worked as part of multi-functional teamCollected data electronically to geographically map the layout of major retail stores across the countryAnalyzed floor plans

• Maintain and Troubleshoot  Radio and Blue Force Tracking Systems  at a company and battalion level• Install Cat5E cable for connectivity to the internet in a combat environment• Provide radio support to Aviation and Ground components• Install, operate, troubleshoot, and maintain the SINCGARS, TACSAT, and MBITR radio systems• Perform signal support functions, to include technical assistance and training for user owned and operated automation and communication equipment.• Provide maintenance and support requests  for unit level signal support• Turn in broken equipment for repairs and vehicles for upgraded communication equipment• Sign for and be accountable for the safe- keeping of sensitive equipment

I primarily served as part of a retransmission team used to allow air components to communicate successfully with the command team on the ground. I collaborated with brigade elements to ensure successful transmission of sensitive information over fm frequencies. As the Retransmission shop foreman, I supervised and assisted in the successful day to day functioning of the section to maintain and inventory equipment and also ensure that all missions were accomplished. Maintain and Troubleshoot Radio and Blue Force Tracking Systems at a company and battalion level-Install Cat5E cable for connectivity to the internet in a combat environmentProvide radio support to Aviation and Ground componentsInstall, operate, troubleshoot, and maintain the SINCGARS, TACSAT, and MBITR radio systemsPerform signal support functions, to include technical assistance and training for user owned and operated automation and communication equipment. Provide maintenance and support requests for unit level signal supportTurn in broken equipment for repairs and vehicles for upgraded communication equipmentSign for and be accountable for the safe- keeping of sensitive equipment

• Maintain communication to high headquarters via Inter-relay chat and radio communication• Track ground and air elements across the battlefield• Produce products that dictate to subordinate units how to successfully provide logistical support across the brigade• Provide pilots with an accurate security analysis of Afghanistan• Track movement of personnel in the unit across Afghanistan• Coordinate, task, and organize training for subordinate units• Coordinates, Tracks, and performs logistical functions for supported Aviation assets• Communicates to several echelons of command for tactical operations

My primary mission in the S3 Battalion Operations shop was as the Radio Transmission Operator (RTO). I quickly gained other responsibilities due to my able to comprehend and understand the daily operations of the shop well. I assumed the duty of giving the Canadian pilots under our command their daily significant activity brief. The brief consisted of a detailed analysis of the ground and air threats in all regions of Afghanistan. Maintain communication to high headquarters via Inter-relay chat and radio communicationTrack ground and air elements across the battlefieldProduce products that dictate to subordinate units how to successfully provide logistical support across the brigadeProvide pilots with an accurate security analysis of AfghanistanTrack movement of personnel in the unit across AfghanistanCoordinate, task, and organize training for subordinate unitsCoordinates, Tracks, and performs logistical functions for supported Aviation assetsCommunicates to several echelons of command for tactical operations