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 technicians. Assist customers remotely, by phone, or in person. Mentor and train other PC maintenance technicians on company procedures, new technologies/software as well as cyber securities. Customer service-oriented and proactive in anticipating and resolving problems while maximizing efficient use of computing resources. • 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• Create and maintain thorough documentation for all desktop and virtual solutions and troubleshooting instructions in a Knowledge base• Analyze and make recommendations for hardware and software standardizationAchievements: Converted over 350 customers from a virtual environment using thin clients back to an environment using laptops. 100% of personnel was converted with backups restored within the 90 day time frame that was allotted.

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 install PCs, peripherals and software. Set up video teleconferences (VTC) for secure and non-secure meetings.• 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 • Log incident resolutions in ticketing system (Service Now)Achievements: Upgraded users laptops from Windows 7 to Windows 10 keeping within cyber standards of the Department of Defense. Project office was the test group for using thick and thin clients on a virtual network, assisted with backing up 400 plus users profiles from laptops to profile unity in VMware thus making their laptops for travel use only.

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 by parent organization. Provided technical and tactical advice to executive management and staff concerning all aspects of information processing system operations, maintenance and logistical support• 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• Provided logistical support when scheduling complex training eventsAchievements: Insured 100% of users complete all annual information assurance training that is mandated by Department of the Army (DA). Replaced 100 expired life cycle computers with 0% data loss. Maintained a 98% success rate for scheduling trainers and staffs for their professional development training.

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% ammunition expenditure rate. Provided training, helpdesk and desktop support for the Total Ammunition Management Information System (TAMIS) and Standard Army Ammunition System-Modernization (SAAS-MOD).• 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. Maintained connectivity with SAAS-MOD nodes with 3% downtime rate using very small aperture terminal (VSAT).

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, storage, issue and demilitarization of explosive items. Configured SAAS-MOD servers and terminals that was used to track the movement of ammunition coming in and out of the ammunition supply point.• 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 this position.

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