Lance Williamson Email & Phone Number

Dahlgren, Va

Managing a team of 10 Jr. Systems Administrators, responsible for building and maintaining systems simultaneous to operating a Customer Support Desk and filtering all incidents and trouble calls to the appropriate team if unable to be directly supported in house. Maintaining, re-evaluating, and creating new Standard Operating Procedures for all major tasking performed within our support environment. Maintaining high levels of customer satisfaction through the uses of time management, workload balancing and prioritization of deadlines to ensure all customers are taken care of in a timely manner. Keeping detailed reports of all support provided and tasks performed using Ticket Cheetah software.Training Team in: Providing professional and timely customer support for multiple Domains in the forms of system hardware maintenance, system network connectivity troubleshooting, software troubleshooting of the Operating System (Windows7, 10, 2008, & 2012) and its components and applications, and managing and troubleshooting issues associated with Active Directory or access to NetApp shares.Training Team in: Managing Group Policies through GPMC to keep up to date with the latest revisions of the DISA (Defense Information Systems Agency) STIGs (Security Technical Implementation Guides) ensuring system security and DISA compliancy.Training Team in: Managing systems in multiple A&A (Assesment and Authorization) Packages in the realms of IA (Information Assurance) compliancy and system security.Performing vulnerability scans of systems and patched said vulnerabilities using various scanning software such as ACAS (Assured Compliance Assessment Solutions), Nessus Vulnerability Scanner, SCAP (Security Content Automation Protocol) Checker, and STIG Viewer to ensure compliancy and assist with accreditation packages.Training Team in: Asset deployment, relocation, removal and destruction, following all appropriate procedures set by both local policy and DoD regulations.

Dahlgren, Va

Dahlgren, Va

Build, deploy and manage both unclassified and classified workstations in the realms of Information Assurance (IA) compliancy, and system security. while ensuring that customers performance is inconvenienced as little as possible.Continuously keeping systems updated with the latest patches, software upgrades, anti-virus definitions, etc. Automating as many updates to occur behind the scenes as possible. Customers were kept on a maintenance schedule allowing them to plan around normal down times. Perform vulnerability scans of systems and patched said vulnerabilities using various scanning software such as ACAS, NESSUS, SCAP Checker, and STIG Viewer to ensure DISA compliancy. Providing customer support to over 500 customers in both hardware maintenance and software troubleshooting of the OS and its applications.Assisted with data migrations and management of and permissions within NETAPP for user issues with folder access as well as Roaming Profile and Folder Redirected “roaming” profile permission issues.Use of Active Directory to create/manage user/computer accounts and OUs.Keeping detailed reports of all support provided and tasks performed using Helpline Ticketing System.Support off-site and on-site testing events by assisting with their equipment preparations. Ensuring that all systems are loaded with all the software and updates they require as well as being secure, IA compliant, and clean of any vulnerability that may show up in our scans.Assisting help desk operators with additional duties of password resets, user account creations, data moves, media creations, and media destruction.

Utilizing various pieces of test equipment and technical manuals, provided technical support on various communication systems and personal computers to include peripherals with an emphasis on task prioritization, time management, and professional customer support.

Clr-17 Camp Pendleton, Ca

Telephone Systems/Personal Computer Repair November 2005 – April 2009Managed a team of three technicians in Iraq that developed a reputation for excellence, which expanded our customer base during a period when new machines were not procurable. By building relationships with suppliers, the team diminished the repair time of damaged equipment from two weeks to two days. By the finish of our 7 month deployment we had repaired over 600 laptops and over 100 laser printers.Entrusted with responsibility of solely running my 24-hour maintenance section during night hours as low level employee. This entailed the bulk of fault analysis and repairs, allowing the day shift to focus on customer service and part requisition.Temporarily assigned to a five man, 24 hour Communications Electronics Maintenance team for two month long test event on an experimental vehicle. This test consisted of a one week training crash course on every piece of communications equipment in the vehicle before the start of the test. Due to the abilities of all individuals of the team and the teams ability to work together all issues were resolved quickly and the test was able to stay within its set time line.

Mctssa- Camp Pendleton

Classified Lab ManagementApril 2012 – October 2013Maintained security and accountability of an open storage SECRET classification test facility housing over 450 pieces of controlled equipment on a daily basis. Performed proper opening, operating, and closing procedures daily ensuring that the integrity of the lab environment.Communications/Electronics Maintenance- Maintenance Management.November 2011 – October 2013Provided administrative support and oversight for all assets being processed through the Communications Electronics Maintenance Platoon for repairs, calibrations, parts procurements, and disposals in order to ensure prompt and accurate support was being provided to every customer. Satellite Communications MaintenanceAugust 2010 – April 2012Established the much-needed Satellite Communications Maintenance Section in order to manage the maintenance of 6 satellite terminals and 5 network management systems that are used in day to day operations to support all satellite communications across the Marine Corps. These assets were previously being maintained in a manner against the standard operating procedures set by the U.S. Marine Corps. This course of action not only corrected a deficiency, but also resulted in quicker repairs due to local availability of parts rather than awaiting parts from the manufacturer.Telephone Installation and RepairApril 2009 – August 2010Conducted hands-on training of fellow team member in commercial telephone installation and repair. My training allowed for quicker completion of trouble tickets and helped the team members establish or improve their knowledge of the subject.Organized, with one other technician, a project to remove, re-organize, and re-run 800 telephone lines to multiple punch blocks within the Terminal Entry Point and was to be conducted at night as minimize service interruption. This entire project was estimated to take four days, however it was completed in only two with a less than 1% error rate.

Basic Electronic School / Telephone Systems & Personal Computer Intermediate Repair Course, Top Of Class

Education record