• Resolve 95% of user issues related to hardware, software, network, and peripherals within first contact.• Document 100% of user interactions in ticketing system, including troubleshooting steps and resolutions.• Contribute to the knowledge base by creating or updating articles, improving resolution rates for common issues.• Prepared user guides and documentation for systems and processes.• Manage user accounts, access controls, and enforce security policies and best practices.• Provided secure and compliant technical support by adhering to information security policies and procedures.• Ensured data confidentiality, integrity, and availability while resolving customer issues.• Delivered comprehensive technical support for end users and production environments.• Troubleshooted and resolved IT hardware and software issues on end devices across unclassified and classified networks, as well as standalone hardware.• Supported user environment with current Windows desktops and productivity applications (MS Office Suite, multimedia, databases, presentation tools) and network connectivity.

• Actively engaged in the strategic realignment of Code 500, contributing to the development of new roles, responsibilities, and procedures in line with organizational objectives.• Experience with a variety of technical tools and software.• Employed advanced data analysis techniques to identify, evaluate, and resolve audit readiness issues, optimizing the shipyard’s support capabilities for Navy operations.• Authored and kept up to date more than ten user manuals, training manuals, and troubleshooting guides for various systems and procedures.• Received a 95% satisfaction rate from users for technical documentation.• Played a pivotal role as an analyst in guiding management decisions through comprehensive data analysis, enhancing decision-making processes.• Led efforts to enhance the efficiency and effectiveness of the shipyard's material program, directly supporting the timely and cost-effective delivery of submarines.• Able to translate complex technical concepts into language that is understandable to non-technical audiences.

• Provided client support resolving 95% of issues within 4 hours.• Successfully installed, maintained, and applied patches to a suite of software, including various Microsoft products and Adobe Creative Suite, ensuring compatibility with the latest operating systems.• Led a critical project to replace 178 Cisco ASA 5505 firewalls for individual clients, utilizing a CRM system for efficient tracking and management of technical problems. • Prepared user guides and documentation for systems and processes.• Evaluated and repaired hardware and software issues, resolving 90% in 24 hours.• Utilized Cisco Defense Orchestrator (CDO) for comprehensive monitoring of Cisco ASA health, tracking software versions, and efficiently identifying and reporting hardware issues to clients.• Troubleshot network connectivity and VPN issues, resolving 70% in 60 minutes.

• Mentored and maintained accountability of soldiers within the staff section, providing positive guidance for their personal and professional development.• Supervised inventory management functions for communications, petroleum, and medical specialty equipment valued at approximately $21M; conducted monthly inventories with a 100% accuracy rate during a two year period.• Planned and managed over 50 projects using project management concepts; established work breakdown structures and timelines, forecasted resources and supervised overall completion of projects.• Surveyed all aspects of team’s fitness program while exceeding the U.S. Army standards.• Assessed training needs and evaluated training effectiveness of section; assisted in the development of innovative teaching techniques and conducted professional development seminars.• Directly responsible for the security and maintenance of living quarters for 50 soldiers; ensured all soldiers quality of life needs were sufficiently met.• Maintained 100% accountability of over $500K worth of training equipment through precise tracking in inventory management system.• Reduced time spent on tracking training records by 50% by digitizing 1,500 pages of historical training documents into centralized database.• Coordinated scheduling of 15 annual training events across 4 diverse locations; enabled uninterrupted execution of critical unit readiness exercises.