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.
• 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.
• 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.
• 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.

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.

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.
• 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.

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.

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.

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.

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.

• 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.
• 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.

Bachelor'S Degree, Cyber Security

Cyber Security