Gilbert Harris Email and Phone Number

Provide senior level technical support in of a 24x7 LAN to customers. Set up and configure Microsoft Windows 7 and 8.1 operating systems using (MDT) Microsoft Deployment; including troubleshooting, software installations, and setting up and maintaining hardware and peripherals. Install or monitor enterprise installations of new software releases and system upgrades. Support and manage users and equipment both remotely and onsite to include ensuring web-based application and mainframe connectivity. Provide support of peripheral devices such as Tablets, Cellular Devices and printers. Work as a member of a team and use established standard operating procedures in the conduct of daily duties. Work with Active Directory account management. Assist with maintenance of user accounts and passwords, to include resets and transitions. Configure systems; perform maintenance and data backups of customer data. Train customers in proper equipment and software usage. Educate new users and respond to user requests for assistance in operating all hardware and software. Recommend and participate in the implementation of standard operating procedures, software, and controls for various computer systems. Repair workstation network connectivity, map network printers and diagnose VOIP issues. Troubleshoot and resolve software and hardware failures, to include diagnosing issues to isolate problems and take corrective action or create temporary fixes to ensure customers are able to continue working. Utilize Service Desk Ticketing system to track all service and trouble tickets involving support to end-users. Communicate effectively both verbally and in writing with clients to identify needs and evaluate alternative technical solutions.. Track outages and events.Assist encryption, Outlook, POS Systems, COTS software, accessing and using websites such as RTG portal. Assist telephonically and perform troubleshooting with VPN and other issues

Performs administration, troubleshooting, and support of Windows Operating Systems, servers, and applications ”such as CPOF, VMWare, SharePoint, Microsoft Office and others”. Performs system maintenance, modification and problem resolution of numerous servers as well as creating and managing a ticketing system to track technical issues. Updates software, operating systems, security patches for servers and computers running Server 2003 / 2008 (or future Windows server). Performs information assurance and network security functions which includes, but is not limited to, design and optimization of the security architecture, collection and analysis of security data, and generation of reports based on collected data. Evaluates server and network performance utilizing software and hardware monitoring tools and recommends design solutions. Assist with technical support, analytic activities and other duties as directed by supervisor. Develops and directs the implementation of goals, objectives, policies, procedures, and work standards where applicable for the assigned project(s); interprets and complies with applicable federal and state regulation. Oversees project deliverables. Monitors and stays abreast of technological, legal, and operational changes that affect the activities and work processes of the project(s); makes recommendations for and develops and carries out improvements to the project(s) to meet changing mission parameters and requirements. Maintains customer satisfaction levels as identified in business plan goals and objectives. Prepares and presents briefings or presentations on deliverables or strategy to clients, senior leaders, or others

Performs administration, troubleshooting, and support of Windows Operating Systems, servers, and applications. Performs system maintenance, modification and problem resolution of numerous servers as well as creating and managing a ticketing system to track technical issues. Updates software, operating systems, security patches for servers and computers running Server 2003 / 2008 (or future Windows server). Performs information assurance and network security functions which includes, but is not limited to, design and optimization of the security architecture, collection and analysis of security data, and generation of reports based on collected data. Evaluates server performance utilizing software and hardware monitoring tools and recommends design solutions. Assist with technical support, analytic activities and other duties as directed by supervisor. Develops and directs the implementation of goals, objectives, policies, procedures, and work standards where applicable for the assigned project(s); interprets and complies with applicable federal and state regulation. Oversees project deliverables. Monitors and stays abreast of technological, legal, and operational changes that affect the activities and work processes of the project(s); makes recommendations for and develops and carries out improvements to the project(s) to meet changing mission parameters and requirements. Maintains customer satisfaction levels as identified in business plan goals and objectives. Maintains stakeholder relationships. Provides weekly and monthly reports or as required by the client. Prepares and presents briefings or presentations on deliverables or strategy to clients, senior leaders, or others. Supports business expansion within existing clients

Provide senior level technical support in of a 24x7 LAN to customers on SIPRNET & NIPRNET. Set up and configure Microsoft Vista and Windows 7 operating systems using (MDT) Microsoft Deployment; including troubleshooting, software installations, and setting up and maintaining hardware and peripherals. Install or monitor enterprise installations of new software releases and system upgrades. Support and manage users and equipment both remotely and onsite to include ensuring web-based application and mainframe connectivity. Provide support of peripheral devices such as PDAs, Blackberry hand held devices and printers. Work as a member of a team and use established standard operating procedures in the conduct of daily duties. Work with Active Directory account management, to include SIPRnet and NIPRnet administration. Assist with maintenance of user accounts and passwords, to include resets and transitions. Configure systems; perform maintenance and data backups of customer data. Train customers in proper equipment and software usage. Educate new users and respond to user requests for assistance in operating all hardware and software. Recommend and participate in the implementation of standard operating procedures, software, and controls for various computer systems. Repair workstation network connectivity, map network printers and diagnose VOIP/VOSIP issues. Troubleshoot and resolve software and hardware failures, to include diagnosing issues to isolate problems and take corrective action or create temporary fixes to ensure customers are able to continue working. Assist with Blackberry configuration problems, setup and password resets.Utilize the Remedy Action Request System (ARS) to track all service and trouble tickets involving support to end-users.

Provide senior level technical support in of a 24x7 LAN to customers on SIPRNET & NIPRNET. Set up and configure Microsoft XP and Windows 7 operating systems; including troubleshooting, software installations, and setting up and maintaining hardware and peripherals. Install or monitor enterprise installations of new software releases and system upgrades. Support and manage users and equipment both remotely and onsite to include ensuring web-based application and mainframe connectivity. Provide support of peripheral devices such as PDAs, Blackberry hand held devices and printers. Work as a member of a team and use established standard operating procedures in the conduct of daily duties. Train customers in proper equipment and software usage. Educate new users and respond to user requests for assistance in operating all hardware and software. Recommend and participate in the implementation of standard operating procedures, software, and controls for various computer systems. Repair workstation network connectivity, and map network printers Troubleshoot and resolve software and hardware failures, to include diagnosing issues to isolate problems and take corrective action or create temporary fixes to ensure customers are able to continue working. Assist with Blackberry configuration problems, setup and password resets. Utilize the Remedy Action Request System (ARS) to track all service and trouble tickets involving support to end-users. Communicate effectively both verbally and in writing with clients to identify needs and evaluate alternative technical solutions.

Provide senior level technical support in of a 24x7 LAN to customers on SIPRNET & NIPRNET. Set up and configure Microsoft Vista and Windows 7 operating systems using (MDT) Microsoft Deployment; including troubleshooting, software installations, and setting up and maintaining hardware and peripherals. Install or monitor enterprise installations of new software releases and system upgrades. Support and manage users and equipment both remotely and onsite to include ensuring web-based application and mainframe connectivity. Provide support of peripheral devices such as PDAs, Blackberry hand held devices and printers. Work as a member of a team and use established standard operating procedures in the conduct of daily duties. Work with Active Directory account management, to include SIPRnet and NIPRnet administration. Assist with maintenance of user accounts and passwords, to include resets and transitions. Configure systems; perform maintenance and data backups of customer data. Train customers in proper equipment and software usage. Educate new users and respond to user requests for assistance in operating all hardware and software. Recommend and participate in the implementation of standard operating procedures, software, and controls for various computer systems. Repair workstation network connectivity, map network printers and diagnose VOIP/VOSIP issues. Troubleshoot and resolve software and hardware failures, to include diagnosing issues to isolate problems and take corrective action or create temporary fixes to ensure customers are able to continue working. Assist with Blackberry configuration problems, setup and password resets.Utilize the Remedy Action Request System (ARS) to track all service and trouble tickets involving support to end-users. Communicate effectively both verbally and in writing with clients to identify needs and evaluate alternative technical solutions. Interface with other entities such as the Network Enterprise Center (NEC)

Prepared, submitted, and supervised the completion of work orders for network, telephone, VTC,and computer issues. Performed as an Information Manger Officer and a Telephone -Control Officer, supervising a team of two subordinates. Over watched their health and welfare did monthly performance counseling