Processed more than 2500 trouble tickets and account creation requests through Remedy with a 97% accuracy rate. Developed customer support policies, procedures, and Standard Operating Procedures (SOP) for various devices to ensure compliance and ease of use for customers. Managed and maintained Active Directory by creating account, assigning rights, and disabling users that weren’t in compliance. Provided help desk support to users on both the unclassified network and classified network. Provided Video Teleconferencing management, setting up, configuring, and monitoring on both NIPR and SIPR. Installed, tested, and supported Audio and Video control systems both onsite and remotely. Ensured that devices met network requirements by completing STIGs on various devices. Determined equipment requirements and cost analyses for installations that ranged from simple to broad complexity

Installed, operated, and maintained tactical network through strategic satellite communicationsOperated and performed maintenance checks on assigned equipmentDeveloped training and created a standard operating procedure to coach personnel on the use of the equipment to expedite the setup if assistance was requiredAssisted with splicing cables, running cables, and configuring IP phonesOperated Help Desk to provide direct support for over 100 end users