Jason Howard Email & Phone Number

• Tier 1 & 2 Server Administration • Resolve a wide range of system issues, troubleshoot software, hardware, and network issues, and address trouble tickets and service tasks • Assist with achieving optimum performance and availability standards through implementing appropriate technical solutions • Supports installation and configuration activities of systems, entities, and components

-Supports a facility of 800+ users with ten different unclassified/classified networks in a fast-paced, constantly changing environment-Shift Lead for team of four that oversees daily operations such as prioritization of tasks and coordinating the activities of indirect resources responsible for resolution of incident and request tickets-Writes Standard Operating Procedures for Tier I & II, as well as troubleshooting documentation for team Knowledge Base-In absence of manager, acts as lead for team of 14 tier I & II technicians ensuring Service Level Agreements are being met per client requirements-Generates weekly and monthly metrics using Remedy & Tableau to client leadership team-Attends weekly team lead meetings to ensure collaborative efforts on Infrastructure team projects-Conducts bi-weekly team meetings with staff to ensure relevant information is passed onto tier 1 & 2 technicians-Coordinates high priority projects that service VIP clients such as new workstation/laptop setup, Smartphone configuration, and new technology briefings -Provides Tier II level support for a variety of computer software and hardware issues-Software troubleshooting experience with Windows XP and Windows 7 operating systems, along with Microsoft Office 2007 suite, Internet Explorer, Mozilla Firefox, JAVA, Adobe Pro/Reader/Flash and a variety of Analytical Applications such as Analyst Notebook, ArcGis, Tableau, Google Earth-Hardware troubleshooting experience with hard drives, memory, power supplies, video/graphics cards, NICs (fiber & copper), monitors, CAC readers, printers, scanners, digital senders & plotters-Inputs, tracks, and updates customer information and work log activity via Remedy ticketing database for all requests and incidents received for Tier II

Provide day to day Tier 1 and Tier 2 technical support and guidance to onsite customers while handling critical and urgent trouble calls and tickets to include desktop support, troubleshooting network applications, network connectivity, printer issues, hardware and software problems. Manage and keep track of trouble tickets via SRS Remedy and ensure that all trouble tickets are resolved in a timely manner. Deliver new user and transfer accounts. Manage and troubleshoot a variety of network issues to include rebuilding operating systems if necessary. Also provide assistance to customers with Data Transfer Office (DTO) request, Serve as Virus Point of Contact (VPOC) to handle potiential requirements, and assist with creating AADS request to get access to accounts, applications and share drives

Set up workstations and laptops for new employees; configured systems, ensured network connectivity, and installed and tested hardware and software. Upload required software and test all computer equipment and peripherals to ensure they are in proper working order and refurbish as required prior to distribution or restocking. Prepare Microsoft Excel spreadsheets for inventory control of all computer, media, peripheral equipment and office supply that is given out, using a Microsoft Excel spreadsheet. Collaborate with logistics team to ensure that all computer equipment and office supplies are available and in proper working order. Quality control and configuration management of each computer to support ongoing training. Worked with encryption software to protect laptops during travel. Perform regular updates to MS Operating Systems and applications and McAfee Virus Scan. Maintain and update multiple versions of software configuration packages for different notebook computers.

Performed routine duties in an industrial security office to obtain security clearance on employees, control employee identification cards and records, maintain lock and key records, and arrange visit authorizations for employees and others to gain access to restricted areas. Maintained files, records, and operating procedures. Provided photos for visas, passports, and ID cards. Input and update badge records and entered them into a badge system. Creation, issuance, and retrieval of facility badges for customer personnel, contractors, and visitors. Process requests for customer ID cards and credentials. Maintain vault access rosters. Conducted security interviews of employees to verify accuracy of data. Completed personnel security questionnaires and related documents to verify proper level of access to be granted individuals. Served as liaison to other companies and government agencies to follow up clearance or visit authorization requests.

Vienna, Va

Downloaded financial documents from web server and disseminated documents to appropriate departments in a timely manner. Tracked and revised financial documents to ensure accuracy and proper disposal. Successfully maintained and organized a financial document database utilizing the following data entry systems: Citrix: Title Express, Application Extender

Bachelor Of Arts, Business Management

General Studies Diploma