Jacques Howell Email & Phone Number

Wiesbaden, Hesse, Germany

• Spearheads technical direction and resource management, overseeing end-users' software, hardware, and developmental needs, as well as the deployment of Corps Net systems for the United States Army Corps of Engineers (USACE) in Europe.• Delivers proactive first-tier support to end-users, addressing issues related to PC, server, and USACE applications and hardware. Collaborates closely with network services, software systems engineering, and applications development teams to swiftly restore services and rectify core issues.• Utilizes advanced problem-solving skills to simulate or recreate user issues, ensuring swift resolution of operational difficulties.• Maintains meticulous documentation, accurately reporting and tracking all technical problems to facilitate efficient resolution.• Manages ticket closure process, ensuring customer satisfaction through thorough issue resolution. Escalates unresolved matters to the COR via established reporting channels when necessary.• Provides hands-on assistance to customers in configuring and setting up VTC (Video Teleconferences) and WebEx meetings, ensuring seamless virtual collaboration experiences.

Wiesbaden, Hesse, Germany

• Directed technical strategies and managed resources for end-user software, hardware, and developmental needs, as well as deployed Corps Net systems for the United States Army Corps of Engineers (USACE) in Europe.• Provided primary support to end-users, addressing PC, server, USACE applications, and hardware issues. Collaborated closely with network services, software systems engineering, and applications development teams to swiftly identify and resolve core problems, ensuring uninterrupted operations.• Employed advanced problem-solving techniques to simulate or recreate user issues, effectively resolving operational challenges and optimizing system performance.• Maintained thorough documentation of reported problems, ensuring accuracy and enabling comprehensive analysis for future reference.• Expedited ticket resolution by promptly closing tickets upon customer acceptance or escalating unresolved issues through established reporting channels.• Offered expert guidance to customers in setting up and conducting VTC (Video Teleconferences) and WebEx meetings, facilitating seamless communication and collaboration among stakeholders.

Ramstein Air Base, Rhineland-Palatinate, Germany

• Provided expertise in technical computer operations to support Warrior Preparation Center (WPC) exercise and training activities.• Specialized in engineering for high-fidelity WPC Live, Virtual, and Constructive (LVC) Modeling & Simulation (M&S) Federations and Systems.• Designed and implemented custom virtualized battlespace environments, LVC exercise-specific computer software, and specialized peripheral equipment.• Installed and maintained software to enable WPC connectivity with allied, coalition, and partner nations' distributed training centers and associated network systems.• Implemented Microsoft Management Console (MMC), Windows Device Manager, Windows Remote Desktop, Event Viewer, and Disk Management.• Proficient in Command Line Interface (CLI) commands such as ARP, NetStat, Ping, Ipconfig, and TraCert.• Conducted Network Systems Backups and performed data recovery and restoration for critical systems.• Configured VPN software and technologies on classified and unclassified networks.• Troubleshot and maintained virtual machines (VM) using VMware, vSphere, and Windows Server 2008/2012 Hyper-V.• Ensured compliance with DOD, Defense Information Systems Agency (DISA), and USAF guidelines for maintaining a robust Public Key Encryption/Public Key Infrastructure (PKE/PKI) environment.• Developed and maintained Active Directory (AD) Group Policy Objectives to enforce security policies and support the Principle of Least Privilege strategies.• Provided technical support to WPC regarding AD account use violations and other security-related issues.• Implemented Defense Information Systems Agency (DISA) standards across the area of operation.

Kaiserslautern, Rhineland-Palatinate, Germany

• Conducted thorough troubleshooting and repair of Microsoft Windows operating system issues, ensuring seamless functionality and optimal performance for end-users.• Expertly addressed and resolved Microsoft Office software problems, implementing effective solutions to enhance user productivity and efficiency.• Diagnosed and remedied simple network issues, including internet browser software, utilizing comprehensive knowledge of network protocols and configurations.• Demonstrated proficiency in Microsoft Active Directory, managing account creation, password resets, and group membership to streamline user access and permissions.• Successfully identified and resolved common personal computer hardware issues, ensuring the reliability and longevity of computer systems.• Employed advanced imaging techniques to configure and deploy personal computers, streamlining the setup process and minimizing downtime for end-users.• Implemented effective strategies to detect and eradicate malware on personal computers, safeguarding sensitive data and preventing potential security breaches.• Contributed to various IT tasks and projects as required, demonstrating adaptability and versatility in addressing evolving technology needs.• Leveraged remote desktop software to efficiently deliver technical support and effect repairs, maximizing productivity and minimizing disruptions for end-users.

Fort Belvoir

• Collaborated closely with users to facilitate the setup of desktop and laptop computers, ensuring seamless integration of company software and proactive troubleshooting of technical issues.• Conducted thorough evaluations and testing of existing networks and systems, implementing regular maintenance procedures to uphold optimal functionality and performance across all systems.• Proficiently troubleshooted internet systems, local area networks (LANs), VoIP telephones, and Wide Area Networks (WANs) throughout the company, swiftly resolving technical issues to minimize downtime and maximize productivity.• Utilized effective communication skills to liaise with vendors and external partners, effectively coordinating resolutions for technical issues with equipment and software, ensuring uninterrupted operations.• Provided proactive maintenance support for front-end users, including the replacement and upgrading of computer equipment, keyboards, memory, motherboards, and other essential components, optimizing user experience and system efficiency.

Center For Army Analysis - Fort Belvoir

• Installed, configured, and troubleshooted the Army-approved standard suite of software, ensuring seamless integration and functionality across systems.• Physically transported and installed PCs, workstations, laptops, printers, faxes, and phones, effectively connecting them to the designated network to facilitate smooth operations.• Assisted in the issuance of (PKI) certificates and facilitated email encryption, digital signatures, and Microsoft Outlook setup to enhance communication security and efficiency.• Executed manual installation of software, software upgrades, and security patches on PCs, workstations, and laptops, ensuring system integrity and compliance with security protocols.• Liaised with external vendors as required to address hardware under warranty or maintenance contracts, and to resolve software-related issues promptly and efficiently.• Conducted hardware troubleshooting and repairs on PCs, workstations, and laptops, diagnosing and resolving issues to maintain optimal system performance.• Proactively identified and resolved PC, workstation, and printer network connectivity issues, minimizing downtime and maximizing productivity.• Investigated and resolved all LAN-related technical issues, utilizing advanced troubleshooting techniques to ensure network reliability and performance.

Fort Belvoir

• Led the deployment of DELL Venue Tablets with Windows 10 OS to hearing-impaired clients at Defense Logistics Agency, ensuring seamless integration and accessibility.• Responded promptly to technical assistance requests via phone, email, and the Remedy Tracking system, providing efficient and effective support to end-users.• Conducted thorough troubleshooting of NIPR and SIPR machines, diagnosing and resolving complex technical issues to maintain operational efficiency.• Implemented imaging procedures for laptops and desktops, streamlining setup processes and ensuring consistency across systems.• Expertly troubleshooted VPN issues, ensuring secure and reliable remote access for users.• Diagnosed and resolved issues with Blackberry and iPhones, optimizing mobile device performance and functionality.• Installed approved patches and updates, ensuring system security and stability.• Configured Cisco Soft Phones for users, facilitating efficient communication within the organization.• Remedied faulty Outlook PST files, restoring email functionality for users and maintaining data integrity.• Coordinated with third-party network, hardware, software, and telecommunications providers/vendors to facilitate maintenance and repairs, ensuring minimal disruption to operations.• Published CAC certificates to the Global Address Book, enhancing security and access control measures.• Managed service/user accounts using Active Directory, including user group maintenance, ARS Console operations, and user data restoration.• Configured Virtual Desktop Infrastructure (VDI), optimizing virtual desktop environments for efficiency and performance.• Escalated unresolved issues to appropriate Tier 3 support teams as necessary, ensuring timely resolution and minimal downtime for end-users.

Quantico, Va

• Provided comprehensive support for Windows XP, Microsoft Office 2003 or later, and Internet Explorer, ensuring smooth operation and user satisfaction.• Implemented ITIL framework principles, including Incident Management, Problem Management, and Change Management, to streamline processes and enhance service delivery.• Utilized the Remedy application to efficiently track and manage incident and problem tickets, ensuring timely resolution and customer satisfaction.• Responded promptly to all incident ticket requests via phone or email, demonstrating a commitment to delivering exceptional technical support and resolving issues promptly.• Maintained overall ownership of incident tickets, ensuring timely resolution and effective communication with stakeholders throughout the process.• Demonstrated proficiency in TCP/IP and general networking principles, effectively addressing network-related issues and optimizing connectivity for end-users.• Conducted regular backups and restored Outlook data files and folders, safeguarding critical information and ensuring business continuity.• Actively contributed to issue resolution and infrastructure improvement efforts, driving efficiency and effectiveness across the organization.• Generated insightful metric reports to track performance and identify areas for improvement, supporting data-driven decision-making processes.• Identified, researched, and resolved technical issues promptly and effectively, minimizing downtime and optimizing system performance.• Expertly cleaned and repaired computer hardware peripherals, including keyboards and printers, ensuring optimal functionality and user experience.

Woodbridge, Va

• Recognized for exceptional service with a Microsoft Surface PRO after receiving positive feedback from a secret shopper employed by Microsoft.• Demonstrated expertise in troubleshooting a wide spectrum of potential faults across various equipment types, from user errors to technical malfunctions, resolving issues promptly and efficiently.• Successfully managed tasks independently amidst high client volume, delivering exceptional service and support tailored to individual needs.• Emphasized the importance of operational security when handling equipment, ensuring adherence to best practices and safeguarding sensitive information.• Utilized and instructed on Ease of Access capabilities on equipment to enhance accessibility for disabled clients, fostering inclusivity and usability.• Cultivated a welcoming, no-pressure environment for clients, promoting a fun and compassionate atmosphere conducive to learning and exploration.• Strategically maximized productivity across all technology offerings, from cost-efficient solutions to luxurious and exclusive products, optimizing client satisfaction and value.• Educated clients on optimal solutions tailored to their needs, empowering informed decision-making and enhancing overall satisfaction.• Conducted engaging technology clinics and classroom-based training sessions, equipping clients with practical skills and knowledge to navigate today's digital landscape confidently.• Maintained up-to-date knowledge of the latest technology trends, ensuring the delivery of cutting-edge solutions and services to clients.• Collaborated with the sales team to effectively communicate services and technology offerings, contributing to business sales goals and client engagement.• Provided specialized training to elderly and handicapped individuals on the latest technologies and methods, promoting digital literacy and inclusion in the digital age.

• Managed company desktops, overseeing centralized configuration, deployment, and providing end-user support to ensure seamless operation and user satisfaction.• Administered a diverse range of network devices, including Active Directory, Wireless Routers, Printers, Email, Websites, IDS, Firewalls, Anti-Virus software, Operating Systems, and Teleconferencing systems, ensuring optimal performance and security across all platforms.• Conducted system and network operations to identify and correct faults promptly, ensuring uninterrupted communication and workflow within the organization.• Maintained and serviced all internal communications systems devices, guaranteeing reliability and efficiency in communication infrastructure.• Led and participated in team-based initiatives, serving as both team chief and team member in the installation, operation, and maintenance of electronic IP-based nodal assemblages and associated equipment.• Installed, initialized, and conducted field-level maintenance on electronic combat net radios and ancillary communications equipment, ensuring operational readiness and functionality in mission-critical scenarios.• Diagnosed system and equipment errors, interpreting error codes to swiftly address faults and restore functionality to communication systems.• Managed and performed maintenance on internal communications systems and COMSEC devices, ensuring compliance with security protocols and operational readiness at all times.• Collaborated with team members to reconfigure IP-based nodal systems equipment as necessary, adapting to evolving operational requirements and optimizing system performance.• Implemented changes generated by the network operations center to support operational needs, ensuring seamless integration and alignment with organizational objectives.

Bachelor'S Degree, Cyber Security

Cyber Security