Christopher Garcia Email & Phone Number

San Antonio, Tx, Us

San Antonio, Tx, Us

Arlington, Virginia, Us

Vienna, Virginia, Us

Managed a team of five desktop support technicians to support upwards of 1,000 end-user clients while maintaining an unprecedented 90% customer satisfaction rate. - Effectively trained and mentored new and existing deskside support team members to expand job knowledge, establish excellent customer service practices, conduct performance reviews, and provide career development guidance contributing to a remarkable 50% increase in employee retention rate.- Regularly gathered and compiled site metrics and reports on a weekly basis, providing timely and relevant information to leadership to keep them up-to-date on issues and risks. - Cultivated strong relationships with key stakeholders, deskside team and end-user clients, establishing trust and rapport to ensure project success and client satisfaction. Facilitated meetings to effectively convey project updates. - Assisted in project organization and testing of multiple large-scale migrations: mJad migration, MedCOI migration, Cisco VPN migration, PIV migration, Service Now migration, and the unprecedented large-scale transition to work from home due to COVID-19. - Instrumental in proposing plans of action and executing of the following upgrades: Windows 1709, Windows 1809, Windows 1909, Windows 20H2, and Windows 21H2. Upgrades were completed ahead of schedule, minimizing client impact and downtime. - Composed technical documentation to aid teammates in their work, delivering best practices and risk mitigation techniques. - Utilized analytical skills to identify and assess project risks and issues, providing practical and effective solutions that minimized potential impact and ensured project success.

Vienna, Virginia, Us

Upheld a high level of performance as a Senior Deskside Support Technician, resulting in continued excellent evaluations and eventual promotion. - Established as an important contributor to the success of the department for any site-centric issues. - Utilized Microsoft Endpoint Configuration Manager (MECM) daily to effectively maintain all workstations and ensure all workstations receive all security patches and operating system updates. - Liaised with DHA Information Assurance to effectively scan all networked machines; Aided in the implementation of STIGs and vulnerability patches resulting in 99.9% uptime for all client workstations. - Prepared multiple Windows Batch Scripts with customer needs in mind to enhance productivity and assure customer satisfaction.

Reston, Virginia, Us

Operated as a desktop support specialist for United States Army South (ARSOUTH). Directly assist over 750 ARSOUTH employees to include three (3) General Officers to ensure minimal system downtime. Client Support Administration technical expertise provided included but was not limited to the configuration, installation, operation and troubleshooting of NIPR/SIPR computers, network, mobile devices and peripherals. - Served as Subject Matter Expert and Point of Contact for all SIPR devices. Acted as the go-to technician for all SIPR related issues and projects. - Engaged Active Directory daily to manage user, groups and computer accounts within the enterprise environment.- Utilized Systems Center Configuration Manager (SCCM) daily to effectively manage all SIPR workstations and ensure all workstations receive all security patches and operating system updates. - Prepared multiple Windows Batch Scripts with customer needs in mind to further enhance productivity and assure customer satisfaction.

San Antonio, Tx, Us

Acted as sole technical specialist for the Nineteenth Air Force (19th AF). Directly supported two (2) General Officers on all facets of Information Technology. Supplemented additional technical expertise to the Directorate of Intelligence, Operations, and Nuclear Integration for Headquarters Air Education and Training Command (HQ AETC A2/3/10). Technical expertise supplied included but was not limited to NIPR/SIPR computers, mobile devices and video teleconference hardware and peripherals. - As Information Assurance Officer; Enforced Information Assurance policies and STIGs (Security Technical Implementation Guide) to ensure all machines, mobile devices and peripherals were in compliance. - Oversaw the Unit Software License Manager (USLM) program for HQ AETC A2/3/10 and 19th Air Force. Processed requests for procurement of Government off the Shelf software and Commercial off the shelf software. Maintained accountability of $30,000 worth of software installed across the network. Reinvigorated USLM program that was missing over 90% of required documentation to being 100% current within months of arrival. - Served as Automatic Data Processing Equipment officer for all 19 AF assets. Maintained accountability for $60,000 worth of equipment with zero loss. Prepared acquisition requests for mission-essential CPUs. - Managed 19th Air Force’s Video Teleconference (VTC) facility. Ensured all VTC’s and meetings go as planned and on time. Maintained all VTC equipment and ensure settings and hardware are kept up to date to ensure a 100% uptime.- Instrumental in developing a backup utility to ensure data integrity within users’ profiles and amplified customers’ confidence.- Composed procedural documents to inform or train end users, co-workers and management.

Fairfax, Va, Us

Provided timely touch maintenance for all of Headquarters Air Force Medical Operations Agency and Air Force Medical Support Agency; including but not limited to computers, laptops and hardware and peripherals. - Served as Subject Matter Expert and Point of Contact for all AFMOA printers, printer consumables and Print Server utilities. Analyzed overall print usage and developed a proposal to provide a cost-saving of up to $40,000 annually in printer consumables.- Provided leadership as a deputy team lead, directing a team of nine technicians when needed, while also assisting in workflow management and servicing as a primary point of contact for VIP Support. - Managed workflow by assessing BMC Remedy to track and ensure resolution of 600 incidents monthly. Created or modified incidents to properly document all work is being completed promptly. - Maintained and utilized Symantec Ghost Server to efficiently mass deploy multiple workstations at once and in a miniscule amount of time.- Tirelessly executed the completion of constant software installs and hardware upgrades to verify that the customer mission is completed efficiently. Tracked and managed vulnerabilities using Vulnerability Management Tracker. - Disseminated information by telephone, mail services, websites, and e-mail to customer base, co-workers and product vendors.- Composed procedural documents to inform or train end users, co-workers and management. Prepared multiple Windows Batch Scripts with customer needs in mind to further enhance productivity and assure customer satisfaction.• Received certificate of recognition from NCI Inc. for my efforts in printer management.

Fort Liberty, Nc, Us

Served as squad leader for the platoon. Was accountable for 5 soldiers on and off duty. Managed technical guidance, conducted training and maintained status reports from squad. - Certified Helicopter Engine Mechanic and Black Hawk Mechanic. - Performed periodic overhaul of logistic operations; subject to scheduled and ad hoc quality inspections. - Trusted source for verification of fault analysis trees; certified in solving malfunctions in aircraft subsystems. - Practiced and disciplined squad of effective use of Composite Risk Management to protect their lives as well as their peers.

Provided prompt and courteous tier-1 and tier-2 support to the United States Air Force personnel, contractors, and Government Civilians. Embodied the Air Force Network Operations/Enterprise Service Desk mission to answer the call and support over 850,000 users worldwide.- Assumed the role of deputy team lead and technical SME, providing guidance and direction to a team of nine administrators. - Answered over 7,000 calls from the USAF service members and its affiliates. Managed workflow by utilizing BMC Remedy to properly create and modify over 12,000 incidents and ensuring resolution of over 8,000 incidents.- Consistently exceeded benchmarks in resolved tickets; received countless kudos for tenaciously correcting incidents. - Utilized Active Directory and Directory Resource Administrator to resolve computer, groups and user account issues. Managed Blackberry users on the Blackberry Administration Server.- Employed quality assurance techniques to certify all account maintenance was completed in accordance to ESD Standard Operating Procedures.- Engaged with remote customers by utilizing Remote Desktop, Remote Assistance and Bomgar Remote Support to install software and updates remotely. - Conducted training to co-workers and supervisors on new tools, misused tools and/or new requirements. Drafted guidelines for co-workers to follow when dealing with customers.• Received over 30 emails from customers relaying their kudos and appreciation for my efforts in going above and beyond to support them.

Provided Information Technology consulting and managed services 24x7x365 to clients, including but not limited to, server tuning & cleaning, early problem detection, virus protection, spyware and malware protection, asset/inventory management, software tracking and deployment, security and patch management, and remote systems management. - Maximized current investments by providing PC tune ups, hardware upgrades and repairs to supply high-quality reliable network resource. - Analyzed problem computers for infections such as viruses, spyware, adware, rootkits, and trojans and removed such threats in order to protect against email attacks, identity theft and malicious hacker programs. - Planned and implemented developments to clients’ infrastructure. Provided support for infrastructure, cabling, and hardware movement.- Innovatively installed, set-up, rearranged, or removed switching, distribution, routing, and dialing equipment used in clients’ offices.