• Manage 80 technicians tasked with executing operational activities, delivering IT capabilities to the United States Strategic Command.• Leader and problem-solver backed by effective communication and conflict resolution skills. • Incident Management process manager accountable for overall service and incident requests, escalation, and rapid restoral of services. Ensures the resolution of all incidents exceeding SLA thresholds.• Establish team goals and strategies to evolve the team towards industry best practices from a performance and customer satisfaction standpoint.• Establish and set goals for acceptable performance in accordance with client service agreements.• Initiate the selection and hiring of employees. Train and evaluate employees to enhance their performance and development. Address performance issues and make recommendations appropriate for personnel actions.

Formulated and enforced work standards, assigned work schedules, reviewed work performance, identified discrepancies, and supervised personnel. •Enforced policies and monitored goals ensuring contract performance standards were met or exceeded.•Served as Team Lead for 20 technicians, facilitating timely and efficient desktop service for nearly 10,000 PCs spanning across three networks in multiple off-site locations.•Provided hardware/software installation, server maintenance, trouble resolution, root cause analysis, and SLA maintenance for three networks. •Performed network administration functions, administered Active Directory, set up network user accounts/permissions, reset passwords, and administered group policies.•Excelled at providing Level 2 and 3 problem resolution for all desktop-related software and hardware issues•Documented, planned, and implemented SCCM and Windows 7 across three networks consisting of 10,000 clients.•Managed and monitored desktop OS upgrades and patch compliancy.

Maintained 75 Windows 2003/2008 servers ensuring 99.9% or better uptime.•Evaluated, monitored and enhanced IT infrastructure with an emphasis on availability, reliability, scalability, security, data confidentiality and system integrity.•Ensured that all server hardware, operating systems, software and procedures aligned with organizational standards and strategic business plans.•Managed the overall administration of Windows System applications.•Performed various troubleshooting and maintenance operations in Windows Server environments.•Increased team productivity and automated repetitive tasks by using batch files, PowerShell, VBScript and WMI.•Provided on-site enhancements, upgrades, and support to clients for business-critical systems and network systems.•Collaborated with clients to plan infrastructure expansion and upgrades based on business goals and assessments of existing technologies•Built and provisioned servers and PCs. •Installed and configured operating systems, application software, and antivirus and security tools.•Acted as escalation point for troubleshooting advanced network/systems issues; consistently earned a 100% issue-resolution score by providing excellent service to internal and external customers.•Trained employees across multiple departments on network operations including login procedures, network management software, permissions, printing issues, security and use of software.•Responsible for the daily operations and maintenance of Windows 2003\2008 server’s client computers, exchange mail servers, and remote access services for network users.•Maintained all server-related configurations ensuring servers were baselined, and patched IAW United States Cyber Command (USCYBERCOM) 21-day suspense.•Provided technical information to the security office in regards to network vulnerabilities, system accreditation, and maintenance of system accreditation packages.

Supported users utilizing servers and Active Directory administration•Led and directed the work of 18, 24x7 Service Center Analysts with a wide degree of creativity and latitude. •Relied on experience and judgment to plan and accomplish team goals. •Established and directed long-term goals, policies and procedures for Service Center personnel.•Directed, established, planned and implemented the policies and procedures used to support Service Center operations. •Provided tier one/two desktop support to customers through phone, web, voicemail, and email contact.•Delivered excellent technical/non-technical support with outstanding customer service satisfaction to USSTRATCOM’s 10,000 internal and external users•Ensured all SLAs were met or exceeded and facilitated feedback to team members on issues such as customer service, communication, and technical skills in order to enhance the quality of support and ensure service level compliance. •Led team in fulfilling Request Order Fulfillment and the processing of 5,000+ monthly service/incident requests in support of 10,000+ local and geographically-separated customers.•Interfaced daily with customer to set priorities, allocate resources and monitor technical, schedule, and quality performance. Coordinates with staff to provide resources needed to complete projects.

Supported Windows engineering in infrastructure implementations, while isolating problems, and restoring services.•Worked with Tier 2 Support team on a large, complex computing environment, providing Windows Administration/Engineering knowledge and experience.•Installed of latest versions of operating systems on demand, per requirements of the clients.•Sorted complex issues pertaining to hardware and network failure – Monitored both Hardware and Software systems for errors and updated them regularly to maintain proper functioning and flow of information.•Managed software profiles, upgrades, and patches.•Provided daily oversight of server health and assisted in life cycle planning of network and server requirements.•Assisted with desktop support and software administration•Performed system administration and network maintenance on software such as Windows 2000 Professional, Windows XP Professional, Windows Vista, Windows 2003 Server and Windows 2003 Enterprise Server •Provided help desk support for laptops, software applications, connectivity and protocol problems•Performed account and audit management, patch integration, and application upgrade support •Provided both desktop and server support involving upgrades to hardware and operating systems, service packs and security fixes, routine maintenance and repairs of personal computers and peripherals•Managed the deployment, maintenance, support and upgrade of servers, desktop PCs, hardware, software, and operating systems.