Gideon Mac Tetteh Email & Phone Number

Fort Sam Houston, Tx

Perform onsite advanced support duties that require independent initiative and judgment, including troubleshooting, parts replacement, system upgrades, advanced deployment, and repair on end user devices, including but not limited to desktops, laptops, printers, plotters, wide format scanners, and other peripherals. Support remote retail and office sites which include virtual devices and Point of Sales (POS) hardware. Work with vendors and other support teams to resolve issues. Provide support for video conference (I.e., Teams Rooms), mobile devices (Android and iOS) and IP telephony (VOIP) systems. Provide feedback to the end-user services team on technical process issues to improve overall service delivery. Coordinate with end users on expectations and availability to conduct services. Proactively identify potential issues that could adversely impact customer experience and follow through on action steps. Escalate issues that impact the customer or entire operation at the site. Write, review and maintain knowledge base for administration tasks, installation and configuration of software and hardware, and troubleshooting. Mentor junior team members. Provide after-hours support, including weekends, on an on-call rotational basis.

Skilled in designing and implementing intuitive workflow dashboards, optimizing threat hunting and incident analysis capabilities.Developed and refined Standard Operating Procedures (SOPs) to streamline cybersecurity operations and ensure consistent outcomes.Collaborated with network teams to plan and implement Security Technical Implementation Guides (STIGs), enhancing network defense mechanisms.Conducted regular vulnerability scans using Tenable, analyzing results to identify security gaps and implement risk mitigation measures.Managed compliance with over 200 security controls, aligning with stringent cybersecurity standards and regulatory requirements to protect organization data and infrastructure.

Supervised, planned, coordinated, and directed the deployment, operation, management, and maintenance of multi-functional/multi-user information processing systems in both mobile and fixed facilities.Provided technical and tactical advice to command and staff on all aspects of information processing system operations, maintenance, and logistical support.Managed a team of 12 system administrators, overseeing trouble ticket resolution and user support.Oversaw the installation, operation, maintenance, and security of COMSEC devices, ensuring compliance with protocols and procedures.Conducted briefings on information processing systems status, relationships, and interfaces within assigned areas.Prepared and supervised technical studies, evaluations, reports, correspondence, and records related to information processing systems.Planned and conducted technical inspections to ensure operational efficiency and standards compliance.Managed records related to information system operations and briefed staff and operations personnel on information systems matters.

Configured information processing equipment into required operating configurations.Provided SharePoint support by managing permissions, site web part pages, web part configuration, built-in lists and document libraries, custom lists and libraries, InfoPath forms, workflows, and other features and functionality.Ran various services such as domain controllers, active directory, file shares, and group policy, as well as performed monthly Security Technical Information Guide (STIG) for all HQ ARRC servers for compliance and produced monthly reports.Deployed, configured, and maintained systems, including software installation, updates, and core services.Maintained frequent contact with customers to ensure good customer relations and applied project management processes.Supported desktop environments comprising both Microsoft and Linux Operating Systems.Provided Tier I and Tier II Service Desk Desktop Support, including production support, problem resolution, technology moves, new user configuration, user accounts, hardware builds, operating systems, application support, desktop/laptop rollouts, and administration.

First-level support of all inbound calls, generating an Incident for all new issues.Accurately logging, ticketing and tracking/owning all incidents.First contact resolution of desktop issues or follow proper escalation proceduresProvide accurate, timely, and professional resolution on all supported issues.Timely, accurate, thorough and professional follow-up on all Incidents.Quickly identify and escalate high-priority issues.Accurately triaging/assigning/escalating tickets per current processes and standards.Maintain dependable attendance and schedule adherence.

Master'S Degree, Information Technology

Activities and Societies: Soccer, basketball, traveling, volunteer work, cooking, workout, real estate meet ups

Computer Network Support Specialist

Bachelor Of Science - Bsc, Information Technology - Networking