• Provided first-level contact and problem resolution for users with supported hardware, software and application installations and problems.• Provided accurate and timely logging of all problems in the help desk software.• Issued and managed laptops and desktops for nine business locations throughout America and Canada• Escalated problems as appropriate in line with Help Desk procedures.• Acted as a liaison between users and internal and external support staff to ensure accurate problem interpretation.• Maintained communication with users during the problem resolution process, providing user with the appropriate status reports.• Managed Xerox printers via web interface and print server• Maintained an in-depth knowledge of Help Desk supported hardware, software and applications.• Worked with other functional areas including the ERP and Infrastructure teams to ensure changes are rolled out to the user base in a controlled and structured manner.• Reviewed and updated system documentation as and when required.• Assisted with root cause incident investigation work.• Identified services according to ICT Service Catalogue• Managed phones, voicemail, caller ID, call recording, ports and extensions.• Configured network and software for warehouse scanner guns

• Tier 3 Help Desk lead for a secure Army accountability software system. Handled direct database updates and scripts to make corrective adjustments.• Using T-SQL and associated tools, managed data accuracy and database health.• Utilizing Remedy, created, tracked, and distributed trouble tickets to appropriate sections.• Researched and resolved data issues for users and transactions using Cognos tools.• Provided user assistance through tickets, email, and phone support.

• Focusing on key Army Human Resource Systems (AHRS), executed monthly data profiling reports for AORS, AGRMIS, RLAS, TAPDBR, SEPS, TOPMIS, ITAPDB, TAPDB-AO, TAPDB-AE, RETAIN, DAPMIS, and eMILPO.• Data migration lead, assisting in schema identification, translation, and interpretation as well as data source identification for a myriad of Army personnel databases.• Wrote TOAD SQL queries and created AuditStage filters to assist in the transformation, integrity, and migration of millions of legacy data records during the Defense Integrated Military Human Resource System (DIMHRS) program.

• Lead tester for the implementation of a web-based personnel security tracking system.• Translated business requirements into software specifications for software developers.• Ensured software met ISO 9001-2000 standards and internal company policies as well as CMMI Level 3 processes.• Evaluated numerous COTS products and consulted with 8a contracting companies to offer enhanced solutions to the customer and contractor.• Using laser fiche imaging, converted thousands of classified paper records into electronic records with corresponding and accurate metadata.• Wrote policies and procedures for the Electronic Document Management System (EDMS).

• Supported the The Adjutant General (TAG) of the US Army and his deputy with their administrative duties and events. • Worked with delegated authority to formulate decisions on matters affecting administrative support services.• Assisted in planning, directing, and coordinating the procedural and administrative functions of the Army Adjutant General.• Provided guidance to division chiefs with regulatory requirements.• Composed military/non-military correspondence, statistical data, and complex briefing charts using word processing, database management, spreadsheets, and graphics.• Scheduled meetings, maintained calendars, and submitted travel vouchers. • Maintained the security of SECRET terminals and documents.• Performed duties as the Information Assurance Security Officer

• Handled all aspects of human resource (HR) operations including; personnel accounting, casualty operations, postal operations, awards, evaluations, legal assistance, and personnel information system management for a variety of military organizations typically sized between 500-700 soldiers.• Charged with the ability to perform all the above tasks in both an office and field environment.• Utilized PERNET, EDAS, MS51, TOPMIS, Data Query, eMILPO, Datastore, and TOPMIS II.