Devin Wilkes Email and Phone Number

• Manage single site technical requests for 50+ staff members and 40 rooms. • Provide technical support for Windows installations, cloning, configuring networking, and troubleshooting of district desktops and laptops.• Provide technical support and troubleshooting for district standard mobile devices, A/V classroom technology, and networks.• Advisory member of the school’s Technology Team.• Advise staff members on the purchasing of district standard technology hardware, software, and subscriptions.• Utilize the district work order ticketing system, email, and phone to receive and resolve technical help requests on site.

• Diagnosed hardware and software issues pertaining to iOS, Mac OS, Windows, and Android devices.• Performed product demonstrations to aid customers in finding solutions to meet their needs. • Assisted customers with device setup and configuration for their new products.• Developed in depth product knowledge on a wide range of consumer products, software, and hardware components.

• Provided customer focused technical support for Microsoft Windows operating systems and products. • Utilized written communication skills to detail customer support and resolution in Service Now ticketing system. • Diagnosed, troubleshot, and performed repairs of desktop hardware, computer software, and network problems utilizing Root Cause Analysis and First Call Resolution. • Performed administration of organizational units containing users and computers in Active Directory. • Monitored and resolved help desk email and phone support requests while providing customer service on location or by utilizing remote access. Detection Lab Project • Utilized Packer scripts to build custom template virtual machines that would later be used to provision the lab environment. • Configured Vagrant scripts to provision servers and host machines with IP addressing, host names, group policies, firewall settings and software. • Performed a successful deployment of an automated Active Directory environment that included a suite of tools to log, forward, and monitor system events on the domain. This type of training environment is great for security practitioners to see how certain attacks affect system logs or how properly applying security best practices can mitigate attacks. CCDC Training Infrastructure Project • Managed and collaborated with a team of 5 other students to design the Collegiate Cyber Defense Training Infrastructure for the school. • Performed installation of VMware ESXI virtualization software on physical server hardware with VMware VSphere integration to allow for web based virtual machine management which would serve as the foundation for the project.