Henry Francisco Email and Phone Number

Respond to 2nd level technical support and operational customer support service needs for corporate and hospital customer base. Upgrade workstations from Windows XP to Windows 7. Working with Active Directory, Excel, Epic, Hyperspace, Prism, and installing/testing applications. Responsibilities include implementing new desktop applications and assisting with migration of existing applications; maintain, repair, and deploy IT hardware as per currently supported standards; update problem management system, as well as project and change request system, and communicate progress to customers; required shiftwork, overtime, and on-call responsibilities, and completing annual goals.

Provide hardware and software support for the Navy/Marine Corps Intranet (NMCI) computer systems, peripherals, and printing devices. Ability to install, configure and troubleshoot various software and hardware. Maintain servers and local Microsoft Windows systems. Capable of Creating and maintaining user accounts. Troubleshoot network connectivity issues on HP workstations and laptops. Perform system administration services to include file servers, blackberry users, LAN/WAN, active directory, and exchange accounts. Receive and resolve trouble calls, interfacing with users, identifying and resolving problems, escalating unresolved trouble tickets (Remedy ticketing system) as appropriate and track calls. Monitor Remedy queue for new call tickets, administer Windows XP and Windows 7 accounts. Provide local and remote desk support. Provide excellent customer service.

Responsible for providing sustainable, deployed full-motion video processing, exploitation and dissemination (PED) cells to joint ground forces to exploit data collected from Air Force-flown MC-12 Liberty aircraft. Provided technical support to customers on operational or maintenance aspects of system equipment. Provided performance monitoring data to project lead to conduct trend analyses and provided input for generation of trouble tickets. Experience in hardware and software initialization, setup, and repair in an MS-Window XP environment. Administered servers and workstations. Conducted and participated in the research, design and development of information processing hardware and electrical components, mechanisms, materials, circuitry, equipment and processes. Defined requirements for hardware system architecture and evaluated performance, integrated hardware units, interconnection of units, implemented test plans and provided documentation. Maintained COMSEC for KG-175D, Harris Radio 117AN/PRC-117G and PACWIND 150R Decoder. Monitored and maintained proper performance of the PACWIND 150R Decoder, Hai-Vision Piranha High Performance Encoder/Decoder, and SATNET modem for Live Mission feeds. Coordinated with Space Segment Provided to troubleshoot and resolve satellite/network space segment issues. Worked with subcontractor to resolve SATCOM discrepancies with the space segment provider.

Responsible for the diagnosing, repair, installation, de-installation, training, shipping, receiving, and issuing of Jukebox JCREW Systems. Worked with the various JCREW 2.1 and CREW systems. Isolated faults on systems to component level. Most fault isolation was performed to the lowest replaceable unit (LRU). Have an extensive understanding of RF cables, Power Amplifiers, Spectrum Analyzers, Oscilloscopes, Signal Generators, and Multi-meters. A vital part of setting the standard for vehicle installations to maximize the efficiency of the Jukebox system. Trained Field Service Representatives to do proper installations on 250 Jukebox installations. Responsible for Electronic Countermeasures equipment in Mosul, Iraq with 100% accountability. Maintained systems operating in country with an average efficiency of 98% theatre wide. Trained FSR’s proper troubleshooting practices to isolate faulty components. Conducted Electronic Warfare Officer’s classes twice per week for the instruction of military personnel on basic jamming principles, interoperability issues, and proper troubleshooting procedures.