Keith Hicks Email & Phone Number

Redstone Arsenal, AL

• Responsible for maintaining, analyzing, troubleshooting and repairing personal computer systems, hardware, software, computer peripherals, and AV equipment in an organization with over 350 personnel with a crew of 4.
• Install, configure and maintain desktops, laptops, thin clients, mobile devices and peripherals, such as printers
• Install and configure application and operating system software and upgrades using PXE boot and SCCM
• Troubleshoot and resolve complex issues and work with other teams to identify root cause and resolution
• Remove old equipment and performing data migration to new machines
• Coordinate hardware and software system installation and ensures all specifications are met

Redstone Arsenal, AL

• Provide direct customer service and technical support to 360 users and equipment costing over $1,000,000, with a 90% first contact resolved rate, via phone, e-mail, remote access and as well as deskside. Configure and.
• Manage accounts in active directory for new, existing and departing employees
• Configure mobile devices (blackberries, Apple IOS and Android)
• Ensure all employees conduct their Information Assurance (IA) cyber awareness training and all supporting training to maintain or be granted network assess
• Operate audio/visual equipment such as VTC devices, projectors, and sound systems
• Convert users from physical machines to virtual profiles on a thin client using VMWare

Redstone Arsenal, AL

• Maintained all training records for 68 trainers and staff, located in multiple locations, as well as all students that were trained. Developed training and provided all logistics for training events that was directed.
• Set up equipment for employee use, performed or ensured proper installation of cables, operating systems, or appropriate software
• Ensured all employees conducted their IA cyber awareness training and all supporting training to maintain or be granted network assess
• Created user accounts via Active Directory and assigned permission based on job description
• Performed desk side support for hardware and software
• Verified that all employee’s training was scheduled and conducted in order to keep their certifications

Northern Virginia And Greater Pittsburgh Area

• Planned, synchronized and coordinated ammunition support for an origination of over 6000 personnel spanned over 7 states. Responsible for the data processing and data reporting of ammunition expenditure with a 94%.
• Set up and configured SAAS-MOD servers, workstations and peripheral devices in live and training environments
• Installed and configured CISCO routers and switches for the Tactical NetOps Management systems (TNMS) use for battlefield over watch
• Answered telephone calls to assist users having issues with accessing and navigating ammunition information systems
• Instructor for Digital Training Management System (DTMS), TAMIS, SAAS-MOD, and Engagement Skills Trainer 2000
• Army Battle Command System (ABCS) AdministratorAchievements: Served as nightshift lead ensuring general support and direct support ammunition supply points are no less than 90% supplied while serving in a combat zone..

Gainesville, GA

• Performed ammunition supply stock control and accounting of 1500 line items of ammunition with a cost exceeding $2,000,000 using both automated and manual procedures with a 100% accountability. Assisted in receipt.
• Ensured ammunition quality assurance and control procedures are followed
• Prepared complex ammunition malfunction reports
• Resolved customer complaints to ensure customer satisfaction
• Assisted in the implementation and configuration of SAAS-MOD
• Provided desktop support hardware and softwareAchievements: Maintained 100% accountability of material handling equipment (MHE) and supporting equipment, with a cost exceeding $1,000,000, for the 3 years assigned to.

Morrow, GA

• Supervised the installation of telecommunication equipment at customer sites, central offices and remote cabinets. Maintained a 98% or higher quality control rating of installation projects.
• Implemented the software installation of synchronous optical network equipment and performed site surveys
• Installed Litespan 2000 and 2012 and Reltec disc bay (copper and fiber). Disc's MX Bay and CPS power supply plants
• Resolved customer complaints to ensure customer satisfaction
• Supervised and assigned jobs to a team of eight personnelAchievements: Assist with upgrading the fiber backbone for Sprint’s home and cellular service area in the greater Atlanta with 0% service interruption.

Master Of Technology (M.Tech.), Network And Communications Management

Bachelor Of Technology (B.Tech.), Network Communications Management

Associate Of Arts And Sciences (A.A.S.), Information Technology