Gianna Hicks Email & Phone Number

Chantilly, Virginia, United States

• Implements, integrates and troubleshoots systems, including software and hardware components. • Conducts and documents baselining process for implementation of peripheral equipment for embassies, posts, and agencies.• Drafts, reviews, and develops technical documentation for organization-specific resources, including: troubleshooting and configuration guides for internal and external use and standard operating procedures (SOPs) for the purpose of process optimization. • Manages IT support tickets on ServiceNow ticketing system, and provides in-depth, concise troubleshooting guidance to users.

Chantilly, Virginia, United States

Chantilly, Virginia, United States

Software and hardware testing

Herndon, Virginia, United States

Coordinated with Department of State (DoS) Branch Chiefs, DoS users, and contractor analysts to create and distribute operational notices for passport agencies and DoS sites worldwide. Assists with troubleshooting user-end outages and writing detailed reports of high-priority and critical incidents. Assists with prioritizing incidents related to DoS Task Force Efforts.

Herndon, Virginia, United States

• Demonstrated expertise in scrutinizing previously remedied data from various incidents in order to implement measures to prevent future incidents• Administered all aspects of high priority incidents efficiently and accurately by making quick decisions in an effort to diminish the overall impact• Evaluate and prioritize critical incidents based upon the effect to the business and escalate issues as necessary• Communicate with users for the purpose of ensuring full customer satisfaction post-support and problem resolution• Aligned objectives with the Incident Management Team and various partners• Composed, reviewed, and edited key policies, processes, and other ad hoc documentation while promoting policy updates and implementations, including the enhancement of information sharing and access• Generated detailed internal status reports which monitor incidents from receipt through to resolution• Conducted regular meetings to address action items• Ascertained and analyzed gaps in mission-critical data access requirements and proposed corrective technical solutions• Delivered the highest level of data quality and customer support, ensuring client satisfaction and loyalty• Instituted proactive remediation plans for potential incidents and made appropriate changes during emergencies

Washington, District Of Columbia, United States

• Resolved customer hardware, operating system, software, and general network connectivity issues by providing in person support, or over email, chat, and phone when situationally appropriate• Maintained system stability through advanced analytical techniques, resolved incidents in a timely manner, and maintained systems proactively in order to provide the maximum availability for users and reduce Mean Time to Repair• Used Active Directory to manage devices and user accounts within • Reimaged staff computers and government-issued laptops when required by troubleshooting or when staff did not require use of their systems• Performed periodic system refreshes and updates in order to keep systems current for maximum user productivity • Recovered user systems following rare incidents such as hard drive crashes or infections of malware• Provided monthly patch management of systems and IT environment• Performed hardware/software installs, movements, additions, changes, and removal on user systems through proper change control and backups• Organized files and documentation pertaining to warranties and instructional guides for computer hardware • Maintained inventories in conjunction with Asset Management Team regarding hardware, user devices, systems, and software licenses

Staunton, Virginia

• Installed, operated, and performed unit-level maintenance on multichannel line-of-site and tropospheric scatter communications systems, antennas, and associated equipment.• Provided tactical communications equipment installation and maintenance• Served as a member of a signal battalion communications team capable of providing critical communications needs in the event of a natural disaster or similar crisis • Served as an information operator, recording, and distributing critical and sensitive information to its intended departments• Supported tactical exercises with expert satellite communications knowledge • Analyze BIT/BITE diagnostics to isolate faults in line-replaceable units

• Installed, operated, and performed maintenance on equipment and devices and transferred data between information processing systems• Troubleshooted computerized equipment for hardware and software malfunctions• Installed, operated, and maintained computer systems and local area networks (LAN)• Performed system administration, and maintained computers and servers within the computing environment and the network environment.• Served as administrator for Active Directory, domain name systems, and virtual machines• Performed network administration; installs, configured, and maintained network equipment within the LAN• Installed, operated, and maintained commercial off the shelf (COTS) equipment (i.e. routers, switches, desktop and laptop computers)• Provided direct support for Information Dissemination and Content Staging• Performed Network Operations (NETOPS) Service Desk Management, which included incident and problem processing, change request processing, availability management, and user interaction.• Assisted in the planning, configuration, management, and monitoring of the wide area network (WAN)• Coordinated and performed extensive tests on electrical and mechanical equipment utilizing multimeters, oscilloscopes, signal generators, spectrum analyzers, wire diagrams, logic and signal flow charts, technical manuals, troubleshooting charts, schematics, and logic diagrams.

Washington Dc-Baltimore Area

Washington Dc-Baltimore Area

Desktop Support tier 2