Brian Dahm Email & Phone Number

Gilbert, AZ, US

Falls Church, VA, US

Herndon, Virginia, US

• Create and maintain all required information assurance documentation such as System Security Plans (SSPs), Security Control Traceability Matrix (SCTM), Incident Response Plan (IRP), certification, accreditation, and.
• Ensure system security measures comply with various requirements (NIST, DoD RMF, JSIG), and assess modifications, updates, and vulnerabilities for each system.
• Configure and maintain Security Information and Event Management (SIEM) tools such as Splunk and Arcsight to identify threats within or external to the network.
• Conduct audits using Security Requirement Guides (SRG), Security Technical Implementation Guides (STIG), Security Content Automation Protocol (SCAP), SCAP Compliance Checker (SCC), HBSS Policy Auditor, and DISA STIG.
• Coordinate with Security, Information Technology (IT), and Program/Project Managers to conduct reviews and inspections to identify and mitigate security vulnerabilities, implement countermeasures, and verify operation.

Falls Church, Virginia, US

• Served as a Network Security Admin for a global, multi-vendor network spanning 450+ locations, supporting WAN/LAN connectivity.
• Utilized network monitoring tools such as HP Network Node Manager and Splunk to actively identify outages and resolve issues before user impact.
• Remotely troubleshot connectivity issues related to configuration, and assist local technicians and users with network devices.
• Troubleshot and managed configuration of TACLANE/Crypto equipment using GEMx Remote Encryptor Manager.
• Coordinated network and infrastructure maintenance with global communications vendors.

Falls Church, Virginia, US

• Communicated and reinforced new guidance, procedures, and policies to Service Desk Agents.
• Oversaw and assisted Agents in resolving service requests, finding solutions, and Service Request routing guidance.
• Prepared and disseminated daily operations reports and formulate end of day analytical data for each queue to effectively manage and maintain a clear overview of operational duties.
• Assisted in implementing necessary processes to ensure timely resolution of service requests and provide upper management with data and metrics to effectively evaluate the Service Desk performance and quality control.
• Monitored reports and data to strategically ensure metrics are met through positioning Agents where needed.
• Collaborated with Knowledge Management team to update existing solutions and establish new solutions to better assist agents with resolving customer issues.

Falls Church, Virginia, US

• Provide technical support for a wide range of systems and applications used within an Enterprise Service Desk environment.
• Proficient in programs used within an enterprise environment to include Active Directory, Exchange Management, and other commonly used tools/applications.
• Resolve customers’ technical issues in a timely and professional manner.
• Consistently meet metrics including tickets completed, customer satisfaction rate, and overall program goals.

Austin, Texas, US

• Led and supervised a six person team that provided technical support for a wide range of communication devices by troubleshooting hardware and software issues, ensuring complete customer satisfaction.
• Responsible for ensuring team compliance with contractually defined metrics.
• Consistently maintained operational compliance per audit policies and submitted timely reports pertaining to all aspects of the business.
• Frequently resolved device problems and service requests by troubleshooting in a persistent, accurate, and professional manner.

US

• Provided technical support for communications and IT equipment by diagnosing, troubleshooting and resolving customer issues.
• Repaired components of mobile devices such as phones, laptops, and AirCard equipment.
• Completed routine troubleshooting and configuration of supporting systems/software.
• Supported the installation of new equipment, to include system upgrades and implementation of new software/applications.