Manage the Senior Engineers on the staffMonitored staff performance, operations, KPIs and the ticket queueMonitored if anything will be breaching SLAs, and ensure techs are on task.Design a 24X7 service delivery team and streamline processes to ensure team efficiency.

Hilltop has been acquired by Frontline Managed ServicesManaged a team of Help Desk team of 16 techs. Managed technicians from tier 1 to tier 3Provided coaching, mentoring and training the staff of 16 technicians.Monitored staff performance, operations, KPIs and the ticket queueMonitored if anything will be breaching SLAs, and ensure techs are on task.Enforced and created policy and procedures.

Provided coaching, mentoring and training the staff of 16 technicians from tier 1 to 2Monitored staff performance, operations, KPIs and the ticket queueMonitored if anything will be breaching SLAs, and ensure techs are on task.Enforced and created policy and procedures.

Provided technical assistance to onsite and remote workers for hardware, software, and mobile supportExperience with Admin tools in Office 365 Created User accounts in Active DirectoryCreated user e-mail accountsCreated Training materials for techniciansTrained incoming employees on Admin tools used for the company.Lead Projects assigned to the Help DeskHelped in the design and implementation of new ticketing and asset management systemsTest new software and equipmentDeployed new servers from a template in VMware

Manage the service requests of customers in the Secretary of Defense Provides support to end users for either PC, server, or mainframe applications or hardware. Interact with network services, software systems engineering, and applications development to restore service and/or identify and correct core problem. Simulates or recreates user problems to resolve operating difficulties.Expertise in implementing Active Directory Service and Microsoft Exchange service

Serves as the first point of contact for troubleshooting and resolving issues in UFMS (Unified Financial Management System) and AMS (Asset Management System) to include Maximo, Momentum, and TririgaManages open trouble tickets in HP Service Manager and escalates tickets as appropriate from incident until resolution unless ticket must be escalated to out of scope.Review and complete required information for resolution, systematic procedure to search for and document solutions, testing and approval of patches.Ensure appropriate support procedures are followed at all sites, obtain feedback from government personnel, and propose actions for improvement when appropriate.Ability to work with high-performance team comprised of functional and application support developers.

Responsible for validating customer entitlement, log case using Remedy Ticketing SystemManage the service requests of DoD customers in the Pentagon, Bolling AFB and Andrews AFB. Participates in projects for process or quality improvements.Works with escalated customers and recommends actions in post incident reviews. Provides second-tier support to end users for either PC, server, or mainframe applications or hardware. Interact with network services, software systems engineering, and applications development to restore service and/or identify and correct core problem. .Expertise in implementing Active Directory ServiceCreated, modified, deleted, disabled, enabled and unlocked DoD accounts utilizing Active DirectoryUsers and Computers, as well as the DRA Application (Directory & Resource Administrator).Utilized DEPO (Defense Enterprise Provisioning Online) to create, and delete DoD users DEE emails

Receive shipment and inventory cases. Must handle, store, package, and have ready to ship all types of evidence and hazardous IED materials as a proper evidence custodian. Maintains record system to document and maintain a log of location of evidence and log information on when evidence is ready to leave facility. Demonstrate the ability to perform and administer laboratory operations supporting forensic latent print processing in accordance with established practices and procedures. An effective communicator in both oral and written products. Knowledge of law enforcement and DOD forensic methods and practices and be capable of working easily with both approaches to forensic analyses. Requires understanding of analysis techniques for recovery and analysis of fingerprint, DNA, Foreign Firearms, and trace evidence. Train incoming employees on the DOD procedures and practices