Brandon Walter Email & Phone Number

Falls Church, Virginia, United States

• Perform duties in support of a wide variety of IT issues for end-users.• Follow ITIL and ISO 20000-1 guidelines using ITSM system with monitored SLAs.• Assist with performing in-depth, ad-hoc analysis based on operator expertise with a specified system to resolve the incident and restore service.• Pushed software to customers via MECM/SCCM• Installed COTS software for users, assisted users with troubleshooting local Outlook issues with user profiles, corrupt PST’s and not receiving emails.• Assist the Government with resolving as many user-reported problems as expertise permits using available tools and following procedures and policies for the handling of support cases.• Act as a liaison between customers and internal support staff.• Well-versed in Windows operating systems with hands-on experience troubleshooting end-user technology problems.• Assist a large agile team supporting continued system development and maintenance.• Train new users and exhibit technical and operational proficiency in solving problems of moderate complexity.• Manage IT system infrastructure and any processed related to these systems.• Troubleshot VPN and Mcafee issues preventing users from connecting to the VPN, ensured user devices were receiving security updates from Mcafee ePO server• Provide problem identification, diagnosis, and resolution of problems.• Communicate ServiceNow processes, operations, and capability information to leadership.

Herndon, Virginia, United States

• Generate easy-to-interpret reports using Excel and SQL based on collected data.• Write improved procedural requirements for all departments. • Use ServiceNow functionality to create scripts to automate routine tasks being performed manually.• MFA Troubleshooting via duo security/google authenticator/email or text message.• Utilized ServiceNow ticketing system to track and resolve data, hardware, software, and network related issues.• Conducted laptop reimaging, deployment, and data destructs confidential information for over 1000 devices. • Leveraged DameWare & TeamViewer to remotely assist with performing installations, conducting system swaps, and resolving LAN/WAN, network printer & VPN related issues.• Removed and rejoined devices back onto the domain.• Encryption implementation on a myriad of devices• Install, configure, and maintain a variety of local network printers.

• Accessing the Remote Desktop Server to remote into user’s computers to assist with any troubleshooting.• Understands and uses appropriate tools to analyze, identify and resolve technical problems.• Confirm and prioritizes plans/appointments and deliverables with the customer, participates in technical information technology solution implementations, upgrades, enhancement and conversions.• Monitor, operate and maintain hardware, software, and networks for a computing platform for all military installations supported by MITSC NCR.• Configure, assemble and install laptops, microcomputers, workstations and/or peripheral equipment.• Upgrade, modify and replace hardware, software and network components.• Configured and installed new Microsoft and Windows systems. Wipe and reload of data/software. Updating and flashing BIOS on SIPR/NIPR assets.• Maintained, analyzed, troubleshoot, and repairing computers/ Laptops, hardware, software.• Utilized Active Directory to create, modify, or remove computer names.• Create/modify/move computer names in Active Directory; Administrative abilities to be able to unlock accounts, push updates, network patches, etc.• Assigning IP addresses to assets based on port, classification, and permanent location of asset.• Updating/Inputting static IP based on IP range (SIPR). • Contact End Users in regards to issue stated in Remedy ticket. Troubleshoot and resolved desktop support issues.

• Constructed timeline of hardware and software installation times for networking devices. Resulting in improved network performance and security.• Coordinated with change management for any changes to the network ensuring no unauthorized changes.• Lead team members in expanding knowledge bases on all networking equipment improving overall team cohesion and performance.• Implemented access control lists and null routes to mitigate threats to the enterprise network environment.• Reviewed customer Request for Modification or Troubleshooting forms (RFM/T), and implemented authorized changes to the network.• Monitored the enterprise network for any service outages and began immediate troubleshooting to restore services.• Took the initiative to investigate site outages, and troubleshoot where the problem was located• Network management support for the United State Marine Corps, Marine Corps Cyberspace Operations Group at the enterprise level which supports about 200,000 of marines, contractors, and civilians.• Took initiative to set Access Control Lists on CISCO routers to enforce security to the marine core infrastructures