Tier 1 support for over 1100 clients archiving email.

I Responsible for all IT-Training programs, services, and facilities for HQ, Allied Forces Command, Madrid. Develop integrated training materials for all aspects of IT, including application courses, service delivery courses and knowledge management courses.  Designed and maintained a state-of-the-art IT training facility that was fully configurable for the training mission. Trained over 200 students over a 1 year period.

 Responsible for the installation, operation and maintenance of Communications and Information Systems, in direct support of an over 500 user classified/unclassified network at Headquarters, Allied Force Command (NATO), Madrid. Managed the processing and completion of over 1300 trouble tickets while maintaining 99% network availability to over 400 personnel. Supervised 8 personnel from different countries responsible for providing real world and exercise support to Spanish 3-star General, other Flag Officers and staff. Successfully planned and supported 5 high-impact NATO mission readiness exercises with incredible success. Led a redesign and re-location of the command’s service desk. Increased service desk positions from 2 to 6, and integrated apprentice administrators with senior technicians. Reduced response times to mission disruptions by 45%.