Provide enterprise-wide IT support services to approximately 37,000 customers located throughout the Continental United States (CONUS) and Outside the Continental United States (OCONUS).
Provide second-tier support to end-users for PC, server, mainframe applications, and hardware.
Handle problems that the first-tier help desk support is unable to resolve.
Install and test personal computers, printers, and other peripherals.Configure operating systems, load shrink-wrap programs and other software programs.
Troubleshoot printer, computer, and peripheral incidents, perform hardware and software diagnostics and repairs.
Support Windows 10, Windows 11, 365, and MS Office 2013.
Ability to coordinate and get cooperation from multiple areas within IT to accomplish assignments using Remedy, ServiceNow and similar ticketing system.Troubleshooting network problems and individual user hardware or software problems. Perform regular upgrades, updates, and manage security options and software in computers and networks to maintain privacy and protection from attacks.Arrange maintenance sessions to discover and mend inefficiencies.Keep records of repairs and fixes for future reference.System Imaging, data transfer, equipment decommission, hard drive disposal

• Using VNC, Multi-line phone systems, Active Directory, WindowsOS, MacOS, PowerShell, and Networkmanagement platforms• Troubleshooting routers, switches, modems, computers, laptops, POS equipment, DVR systems,connectivity issues, applications, and accounts management• Remote troubleshooting of various hardware, software, database, wired network & wireless networkissues.• Answering calls and troubleshooting problems over the phone for all software and hardware relatedissues, assigning proper priority and escalating issues when necessary.• Analyze technical problems and provide support in a professional, thorough, and efficient manner.• Communicate effectively with internal and external business partners.• Staying aware of organizational announcements and changes to processes in order to use them toaddress customers’ requests as applicable.• Accurately documenting all information needed to provide my team or collaborating organizational teamswith the proper amount of information required to provide timely resolution.• Evaluating current systems and processes and recommending process improvements

•Network Administrator of the SIPRNET responsible for the organization’s operation, installation, andadministration of local area network infrastructure and wide area network connectivity requirements•Responsible for deployment, configuration, and operation of computing network equipment in a variety of computing environments and architectures•Troubleshooting, detecting, and reporting network connectivity and computer operation problems at all levels and initiating remedial action•Utilized tools such as JUNOS Space, PuTTY, SecureCRT, and Cisco Prime to perform Network performance monitoring, testing, and system upgrades•Configuring, installing, and troubleshooting Juniper and Cisco network switches, Cisco ECVoIP telephones, Secure VTCs and TACLANEs•Staging and applying IOS updates for 150 Juniper and Cisco routers and switches•Subnetting and managing scopes on the DHCP server•Troubleshooting connectivity and computer operation problems at all levels ensuring the highest level of systems and infrastructure availability•Maintained ACAS compliance on all network devices. Hardening servers to DISA standards and AssuredCompliance Assessment Solution (ACAS) scans and documented variances from the guidelines whenneeded•Remediating vulnerabilities and non-compliance, as necessary both locally and remotely•Performs monthly printer and switch STIGs to ensure systems remain within compliance•Implements technology based on DoD, Army, and installationRNEC guidance in support Army Information Assurance policies•Technical assistance, email solutions, and remote desktop assistance to unit IMO and users concerning various computer software and hardware issues•Deployed software/ imaging using SCCM•Troubleshooting Windows Server and Active Directory Issues (Group Policy and User Profiles)•General system administration such as establishment of access rights and review of systemlogs.•Data entry, inventory management, and new user hardware and software set up

• Performed System Administration Level 1 and prioritize customer requests for proper disposition.• Provided direct telephonic and remote assistance to users regarding troubleshooting, problemdiagnostics, account set up, account management, and systems management.• Loaded, configured, and troubleshot computers, tablets, phone systems, printers, etc.• Ability to organize and prioritize multiple tasks and produce reports under strict guidelines.• Manage hardware, software, and communications in a mission essential environment.• Test and evaluate hardware and software upgrades and service releases before distribution.• Maintain clear professional communications through Outlook, multi-line phone systems, and ticketingsystem.

• Defined clear-cut problem areas and gathered and analyzed factual data to form and communicate conclusions and recommendations for recurring issues, or to provide input on a portion of a more complex project.• Maintained problem tracking and resolution databases for future reference.• Experienced in capabilities and limitations of computer hardware, software, and communicationssystems utilized internally by the organization and externally by customers.• Resolved tickets representing staff-generated technical requests or problems and troubleshottechnical issues and process issues to maintain productivity.• Maintains system functionality by testing computer components and by testing compatibility of newprograms with existing ones.• Trains users on new software in person or through a variety of tutorial channels, including self-guided training videos, user manuals, and digital instruction pages, often in collaboration withtechnical writers.• Carries out software, network, and database performance tuning.

Worked closely with IT Helpdesk to provide support and assistance with user requests.• Expert in Remote Desktop, Office 365, IP based phone systems, Help Desk Ticketing Systems, RemoteSupport Tools, and varying operating systems.• Assisted clients in the effective use of all available products and software.• Performed data entry and maintained private records of clients PII and financial information.• Beta tested new software and/or applications.

• Proficient in Microsoft applications and software, VPN, Data Entry, the capabilities and limitations of computer hardware and software, multi-line phone systems, and communications systems utilized by the organization and external customers.• Performed advanced customer support, troubleshooting, account set up, and account management.• Performed data entry and maintained private records of clients PII and financial information.• Beta tested new software and/or applications and maintained a log of recurring issues and knownresolutions for future reference.• Maintained a log of customer interactions for quality assurance purposes.

Performed clerical duties and offered administrative support. Organized and prioritized tasks, and produced reports under strict guidelines. Provided information to customers by answering or redirecting their inquiries.