Kathryn Rhodes Email and Phone Number

• Assisted Information Management Officers (IMO) with daily functions of computer, network, and software management for the Site and End users • Worked 12 hours shifts leading a team of IT professionals in a fast pace customer service environment. • Supervision of Help Desk employees in a seven day, three shift environment to include orientation to a foreign country, initial training, day-to-day duties, scheduling, coaching, and disciplinary actions. • Assisted and acted as a liaison with all other departments (Network Admin, Systems Admins, ADPE, and IA) in troubleshooting network-wide issues, implementing fixes, and ensuring IA violations were expedited according to SOPs. • Prepared daily, weekly, and monthly reports as directed by the Site Manager that track and document work performed by the Help Desk Administrators• Verifies single customer issues and escalates/de-escalates Remedy tickets as appropriate. • Creates problem Remedy Tickets for customers without access or IMOS. • Provide help desk support to users NIPRNET, SIPRNET, CENTRIX, or stand-alone AIS or communications systems issues.• Assists ADPE department on troubleshooting NIPR and SIPR computers that have been brought in for warranty/repair work and computer baselining.

• Verifies single customer issues and escalates/de-escalates Remedy tickets as appropriate.• Creates problem Remedy Tickets for local markets and act as a point of contact for the call center. • Utilizes LAMP software to research network security complaints; assists subscribers in the• removal of security threats on their personal computers, thus maintaining security on LANs/WANs.• Provides advanced technical support for Tier 1 and Tier 2 Technicians.• Responsible for monitoring all network traffic nationwide encompassing both email and Internettraffic.