- Provided technical support via phone, email, skype, remote desktop, and deskside support - Helped move desktop computers from one desk to another as employees moved throughout the agency. - Coordinated with other agencies to facilitate troubleshooting of SVTC and other teleconferencing services and equipment. - Coordinated with outside agencies on the configurations of Secure VOIP Telephones to include name changes and voicemail pin resets and activations. - Reset virtual machines and sessions via Citrix Director and via vSphere by powering off the machines and rebooting them. - Responsible for creating accounts, disabling accounts, making changes to distribution lists, creating new mailboxes, and other system administration tasks involved with Active Directory, Skype, and Exchange Services. - Provided input on SOP changes and documentation updates to improve the training of new employees

- Provided end user support and troubleshooting of Windows 2010, Office 365, Office 2016, Office 2019, SharePoint, and hardware. Escalated issues as need to higher levels of support. - Assisted in the deployment and Provisioning of over 200 Android Phones to customers overseas with the use of Microsoft InTune, AirWatch, and other tools. - Utilized HP Service Manager ticketing system to document and track user requests and incidents. - Used Active Directory to manage users and computers within a Windows Server 2016 or later Domain - Assisted in the reimaging of computers that were being delivered to several field sites to refresh older computers. - Used Remote tools (Skype, Teams, and Remote Desktop) to troubleshoot and fix issues reported by users. - Assisted in the provisioning of RSA Hardware and Software Tokens for Multi-Factor Authentication and Issued PKI Certidficates as a trusted agent. - Monitored the health of many network devices and reported major outages to the appropriate personal for escalation purposes

- Provided Clients with a Security Assessment of their AWS and Microsoft Azure Cloud Instances - Provided Research Material to make them abreast of emerging threats and how it could impact their business model and so they can provide timely mitigration efforts and patching processes. - Utilized Open Source Intelligence analysis and information from FireEye, Madiant, VirusTotal, Alien Valut and other resources to provide indicators of compromise and built MySQL Queries to search for those IoC’s in their environments. - Utilized Zendesk to generate tickets for client issues and to escalate issues to higher tiers of support and other technical teams within the organization

Providing technical analysis for the Defense Cyber Crimes Center for the USAF.

Electronic intelligence analyst.