Jack Pulliam Email & Phone Number

Clarksville, Tennessee, United States

• Assisted in creating a new desktop image methodology that all desktop engineers can implement and meet customers’ requirements for the contract.• Review, test, and edit automation code for numerous personalized applications, software solutions, and scripts. • Communicated and worked with multiple teams to develop enhancements to improve the imaging process.• Guided corrective actions needed during group policy implementation within the enterprise.• Responsible for maintaining monthly updates to applications and window platforms.• Review, edit, and assist in writing technical documentation.• Remediate all open security findings from an identified list provided by the cybersecurity team for audits and brief government leads on corrective action.• Discover security control gaps and propose solutions for implementation through Active Directory group policies that adhere to Security Technical Implementation Guide (STIG)s.

• Isolated and identified unsolved network issues to strengthen network reliability for customers.• Collaborated and developed innovative scripts to automate data collection to enhance rapid troubleshooting with a third-party vendor.• Created an L3 knowledge base newsletter for PC technicians and supervisors with articles from various sources, including peers.• Created Standard Operating Procedures (SOP) to drive customer resolutions efficiently and with the highest quality.• Perform Remote Support and assist districts in backlog or when districts are short on personnel.• Trained technicians on various topics (ServiceNow capabilities/workflows to enhance rapid Tier II level of support for customers during migration from Remedy, PC Tech Tools, imaging workstation process/procedures, identifying root causes problems and corrective action to fix known issues)

37079, Indian Mound, Tennessee, United States

Antioch, Tennessee, United States

• Provide Tier II technical support to over 5,000 employees globally. • Transitioned from the Jira ticketing system to the ServiceNow platform with minimal interruptions to day-to-day operations. Assisted in developing customized functions and processes to enhance the ServiceNow experience for customers/employees.• Imaged and deployed laptop and desktop computers for various customer needs without disrupting the company’s mission.• Follow procedures for triage and escalation utilizing Jira and ServiceNow ticketing systems to individually resolve 150+ monthly tickets with a high team satisfaction rating. • Grant access to and provide troubleshooting for O365 and other essential software requirements.• Developed a new spreadsheet for inventory control and management.

Fort Campbell, Kentucky

• Help expedite and inaugurate maintenance flow of over 150 classified and unclassified computer systems and user accounts; served as the first point-of-contact for troubleshooting hardware/software, all types of computer systems, and printer problems• Synchronize workflow and supervise, evaluate and train 20 technicians in helpdesk support operations, leading to 100% readiness of communications and information technology.

Fort Bragg, North Carolina

• Installed, modified, diagnosed, and made frequent repairs to Dell and HP laptops; Dell, HP, and Transcource desktops, hardware and software systems. • Implemented Standard Operating Procedures to safeguard the network in accordance with the Department of Defense and Army Policies.

Yongsan, South Korea

• Managed communications for 6 senior Chief Executive Officers; integrated and implemented strategies for process improvements and provided recommendations to implement criteria for evaluating the effectiveness of procedures. • Supervised installations, operations, and maintenance on manual and automated telecommunications equipment for multiple computer networks.

Fort Campbell, Kentucky

• Responsible for storing, updating, patching and maintaining cryptographic equipment and management systems; IP/Transport/Data communications troubleshooting, log reviews, situational and ad-hoc reporting.• Identified, troubleshot, and resolved incidents in multiple and complex local area networks (LAN), wide area network (WAN), customer networks, Intranet and Internet and other data communication systems.

Fort Campbell, Kentucky

• Planned, supervised, coordinated and provided technical assistance for the installation, operation, and system analyst functions, unit-level maintenance, and management of multi-user information processing systems. • Maintained accountability and serviceability of automation equipment in excess of 2.5 million, responsible for the management of active directory and user accounts on SIPR and NIPR service, which serviced over 220 users; enforcing military network security and information assurance policies.

Yongsan, South Korea

Fort Sill, Oklahoma

Fort Jackson, Sc

Fort Jackson, Sc

Schofield Barracks, Hawaii

Team Leader, Squad Leader, OEF, OIF

Bachelor'S Degree, Network Operations And Security

Bachelor'S Degree, Computer Networking And Cybersecurity

Completed 56 semester hours