Serve as Shift Lead responsible for providing leadership and guidance of 3 to 5 civilian/military personnel. Ensure shift personnel remain compliant on all mandatory training. Act as the first line of resolution for any personnel/shift issues that may arise. Responsible for providing technical resolution and support for PCs, office automation software, email, telecommunications, active directory (AD) LAN services, password security violations, CAC card software and specialized applications on both unencrypted (NIPR) and encrypted (SIPR) networks. Research, evaluate, and provide feedback on problematic trends and patterns with customer support related issues. Assist users in resolving technical computer problems and malfunctions. Identify users, locations, equipment and software. Determine the exact nature of the problem and provide users with solutions. Document all information collected into the BMC Remedy IT Service Management ticket tracking software. Resolve assistance calls via the telephone and in person. Utilize Dameware and VMware remote administration software tools to assist customers remotely. Utilize Vcenter and Vsphere to support users in a Virtual Desktop Interface (VDI). Utilize VMware tools to administer virtual servers. Maintain knowledge of state-of-the-art IT hardware operations, hardware interfaces, communication protocols, operating systems, software and communication capabilities. Ensure proper escalation of complex problems to more senior Desktop Support, staff and system administration personnel for resolution. Assist and guide junior staff with resolving customers complex technical issues. Responsible for the continuous operation of the National Gateway Center by operating and maintaining core Defense Messaging Systems within the Department of Defense. Prepare and present formal and informal briefings to chain-of- command management on assigned projects and to other organizations.

Perform dual roles of Computer Assistant and Vulnerability Analyst.As a Computer Assistant I provided Tier 1 and 2 support for multiple military and civilian conferences on both unclassified and classified virtual systems. Maintained video teleconferences (VTC) utilizing both voice over internet protocol (VOIP) and voice over secure internet protocol (VOSIP). Troubleshoot network connectivity of all devices connected to the network. Maintain a high level of customer service. Assist System Engineering team with operating system administration by adding images to machines from the virtual servers in an Active Directory (AD)/Citrix environment. Enter and monitor tickets in the ticket tracking system. As a Vulnerability Analyst I ensured Assured Compliance Assessment Solution (ACAS) scanning tool was up to date with current feeds from DISA. Conducted vulnerability analysis and risk assessment studies of planned and installed systems to ensure security plans and policies established were adequate for protection and compliance with statues. Conducted systems security evaluations, audits and analysis of information systems and networks to identify vulnerabilities and risks in accordance with local policies. Reviewed and analyzed threats and vulnerabilities to determine risk posture needed. Reviewed both Security Technical Implementation Guides (STIGs) and Security Content Automation Protocol (SCAPs) to assess for vulnerabilities of various hardware/software. Developed, prescribed and/or implemented Information Systems Security policy, standards and/or procedures for information processing systems. Evaluated security controls for Risk Management Framework (RMF). Reviewed input for Enterprise Mission Assurance Support Services (eMASS). Reviewed policies and procedures. Created various reports for briefing to senior management. Provided technical reports to management that depicted the status of various security products and systems.

Federal Government contractor providing operational Tier III remote and onsite support to users. Installed, configured, and patched specialized software. Troubleshot various complex systems. Lead and supported various service desk projects. Assisted with the installation of network equipment. Performed diagnosis and recovery of failed systems using fault identification techniques and diagnostic tools. Provided training and support for teleworking employees. Assisted with gathering and documenting specific system information for widespread issues being worked on by domain and systems administrators. Remotely administer devices utilizing the Dameware program. Assisted with upgrading the installation from Microsoft Windows 7 to Microsoft Windows 10 operating system per Army guidance. Provide support for various Army production systems including LMP (Logistics Modernization Program), CAMS (Consolidated Asset Management System), EMS-NG (Electronic Maintenance System-Next Generation) System, as well as various other specialized systems. Managed users in an Active Directory (AD) environment. Supported the installation of new or modified hardware, software, and operating systems ensuring integration with IA security requirements. Recognized potential security violations and took appropriate action to report the incidents as required by regulation, and mitigated any adverse impact. Provided end user IA support for all operating systems, peripherals, and applications. Analyzed patterns of non-compliance and took appropriate administrative or programmatic actions to minimize security risk and insider threats. Ensured that hardware, software, data, and facility resources were archived, sanitized, or disposed of in a manner consistent with system security plans and requirements. Supported the manufacturing Automated Storage and Retrieval System (ASRS). Pushed various software programs to users and machines utilizing the Microsoft System Center Configuration Manager (SCCM).

Federal Government contractor providing operational IT support (Tier II) for the Army; including the full cycle of help desk ticket requests, troubleshooting, and resolution. Resolving user trouble tickets. Perform computer hardware and software upgrades per Army protocol. Perform life-cycle replacements of desktop, laptop computers as well as peripherals. Ensure IT operational, technical and management controls were appropriately maintained to meet informational security requirements. Ensure that the IT environment is kept current. Troubleshooting network connectivity, servers, and PC hardware/software to determine cause of failure. Troubleshooting and resolving issues with both NIPR and SIPR networks. Managed users within an Active Directory (AD) environment. Recommending methods and procedures for corrective action to optimize utilization of computer equipment. Prioritize mission critical tickets to ensure the Army mission continues with minimal downtime.

Responsible for providing level 2 contact and problem resolution to users in 6 separate schools; Responsible for diagnosing, repairing, and updating Windows and Apple based applications and hardware components; Researched questions using available information resources and advised users on appropriate actions needed; Monitored the help desk ticketing system and took action on tickets requesting assistance; Provided assistance for operation and maintenance of LAN/WAN and related equipment; Responded to user complaints and inquiries; Assisted with troubleshooting, diagnosing and resolving Window servers and other computer-related equipment problems to ensure functional operation; Ensure IT operational, technical and management controls were appropriately maintained to meet informational security requirements; Attended and participated in other professional group meetings; Operated within an Active Directory environment; Effectively utilized an MDM server to administer and manage Apple based devices; Utilized SCCM server to deploy and test software packages; Responsible for troubleshooting and supporting cloud based applications such as Office 365, Google Apps, Microsoft OneDrive, and Apple iCloud; Responsible for monitoring wireless network activity for any high utilization or rouge devices

Receive emergency calls requesting fire, medical or other emergency services. Determine the nature and location of the emergency; determine priorities, and dispatch fire, ambulance or other emergency units as necessary and in accordance with established procedures. Receive and process 911 emergency calls, maintain contact with all units on assignment, maintain status and location of fire units. Monitor direct emergency alarms, answer non-emergency calls for assistance. Enter, update and retrieve information from a variety of computer systems. Monitor 500 MHz M/A Com communications to contact fire and force protection personnel, as well as monitor local mutual aid radio traffic and dispatch appropriate equipment as needed. Operate a variety of communications equipment, including radio consoles, telephones and computer systems. Update daily log with pertinent information. Work in coordination with force protection agency to ensure the highest level of safety is achieved for all personnel in the facility. Assist in forming and placing Standard Operating Guidelines in service for Emergency Services Dispatchers. Utilize public address system to inform personnel of issues at the facility. Issue permits to personnel. Responsible for creating Fire Department incident reports within the Firehouse program.

Provided Tier 1 and 2 contact and problem resolution for all users with application and hardware problems. Researched questions using available information resources and advised users on appropriate actions needed. Monitored the help desk ticketing system and took action on tickets requesting assistance. Responsible for troubleshooting and correcting LAN/WAN connectivity issues both on the client and server sides. Responsible for troubleshooting and correcting any incorrectly labeled or connected LAN cabling at the switch. Responsible for ensuring all devices were connected to the correct VLAN. Responded to user complaints and inquiries. Assisted with troubleshooting, diagnosing and resolving Window servers and other computer-related equipment problems to ensure functional operation. Assisted with evaluating, installing, testing, and implementing new servers, server operating systems and application software packages. Installed new versions, releases or maintenance levels of existing server operating systems and related components. Attended and participated in other professional group meetings. Managed and setup users and printers within an Active Directory (AD) environment. Verified users were set with the appropriate group policies from the Active Directory (AD) servers. Provided support for telecommunication and television related issues; Implemented specialized hardware and software; Assisted training new employees on policies, procedures and technical aspects of the position. Prepared productivity and progress reports on projects for supervisors and upper management to review. Reviewed user requirements for office equipment upgrades, suggested appropriate equipment for the project. Inventoried, imaged, and deployed equipment for multiple large office upgrades.

Receive emergency calls requesting fire, medical or other emergency services. Determine the nature and location of the emergency; determine priorities, and dispatch fire, ambulance or other emergency units as necessary and in accordance with established procedures. Receive and process 911 emergency calls, maintain contact with all units on assignment, maintain status and location of fire units. Monitor direct emergency alarms, answer non-emergency calls for assistance. Enter, update and retrieve information from a variety of computer systems. Monitor 500 Mhz M/A Com communications to contact fire and force protection personnel, as well as monitor local mutual aid radio traffic and dispatch appropriate equipment as needed. Operate a variety of communications equipment, including radio consoles, telephones and computer systems. Update daily log with pertinent information. Work in coordination with force protection agency to ensure the highest level of safety is achieved for all personnel in the facility. Assist in forming and placing Standard Operating Guidelines in service for Emergency Vehicle Dispatchers. Utilize public address system to inform personnel of issues at the facility. Issue permits to personnel. Responsible for creating Fire Department incident reports within the Firehouse program.