•Collaborated with key watch personnel to mitigate potential unplanned system outages. Restored system access to affected users and boosted overall client satisfaction of services provided.•Installed 220 Windows 10 applications. Eliminated excessive system downtime and deployment of critical field technicians, while reducing ticket escalation by 15%.•Provided in-depth analysis to resolve more than 200 work tickets per week, ensuring DOJ customer satisfaction while exceeding target SLAs of 90%. •Assisted customers by resetting login credentials on network accounts and work issued phones; troubleshoots Outlook configuration settings and issues bitlocker recovery keys.

•Coordinated cradle to grave account management of >3K Defense Intelligence Agency (DIA) client profiles. Ensured departmental security profiles complied with federally mandated regulations during user lifecycle. •Diagnosed and repaired various profile malfunctions of incompatible software, slow network response, drive connectivity, and PKI certificate failures growing positive client feedback by more than 10%.•Decreased potential loss or breach of secure communications. Established security groups and distribution list to safeguard client information and ongoing federal projects throughout DIA.•Engaged client service concerns and troubleshot various connectivity failures. Reduced extended wait times for resolution. Elevated target SLA to 94%.

•Supplied over-the-phone and end-user software troubleshooting and other support activities for 60 assigned personnel. Researched, developed, and solved various anomalies as part of an overall analytical support team.•Analyzed and repurposed 12 unresponsive client desktops. Saved more than $2.5K by identifying main service disruptions and reinstalling Windows 10 operating systems and Microsoft Suite applications. •Utilized Service Desk Plus to record, track and close out daily request submitted by customers.

•Completed time constrained account management of 130 user accounts within 14 days to ensure mission success of three consecutive 28-day seaward deployments.•Performed supervisory analysis of employee performance and upgrade training needs. •Provided asset management and port assignment for 103 US Navy issued laptops. Ensured proper functionality and supplied technical oversight to senior leadership and subordinate end-users.