•Manages catalog of Air Force Enterprise IT (EIT) services, capabilities, and offerings. Leads collaboration and governance activities with HQ USAF, Air and Space Staffs, Air Combat Command, acquisitions, and operations communities.•Validates new and existing requirements and core measures of performance and effectiveness to certify fulfillment of expected service level commitments.•Guides and represents Air Force enterprise IT strategy for the various products, applications, and technologies assigned to or associated with a particular EIT Portfolio.

•Responsible for the resolution of requests/issues in a timely manner and within prescribed Performance Requirements, Service Level Agreements (SLA) and Operational Level Agreements (OLA). •Utilizes the primary USCG ticketing system, currently CGFixIT (BMC Remedy™), to document and respond to all incidents, service requests, updates, patches, configuration changes, and maintenance IAW applicable USCG process guides, policies, and procedures. •Interfaces with various internal CG and DHS service providers on a wide range of issues such as Networks and Networking Equipment, Email, Domain Controllers (DC), Windows Internet Naming Service (WINS), Domain Name Service (DNS), Dynamic Host Configuration Protocol (DHCP), Voice over Internet Protocol (VOIP), contingency support and various other IT system management software and tools. •Excellent customer service communication skills. Superb teamwork, work ethic, time management, problem solving and ability to work under pressure.

•Responsible for the maintenance, configuration, and reliable operation of computer systems, network servers, and virtualization•Install and upgrade computer components and software, manage virtual servers, and integrate automation processes•Troubleshoot hardware and software errors by running diagnostics, documenting problems and resolutions, prioritizing problems, and assessing impact of issues•Provide documentation and technical specifications to IT staff for planning and implementing new or upgrades of IT infrastructure•Perform or delegate regular backup operations and implement appropriate processes for data protection, disaster recovery, and failover procedures•Lead desktop and helpdesk support efforts, making sure all desktop applications, workstations, and related equipment problems are resolved in a timely manner with limited disruptions•Responsible for capacity, storage planning, and database performance

•Performed ticket triage, prioritization, and escalations as necessary•Managed accounts in ADUC and Microsoft Office 365 •Created new user accounts and employee terminations in Active Directory•Logged all help desk interactions via ServiceNow Ticketing System•Monitored and patched client servers and workstations using N-Able, N-Central•Remote desktop support of clients’ computers, printers, and peripherals•Worked with third party vendors to support the client•Assigned licenses and managed distribution list in O365•Managed end user accounts, permissions, and access rights•Supported RSA Token and Cisco AnyConnect VPN

•Supported mobile devices, as well as testing and imaging hard drives while working in a team environment•Performed ticket triage, prioritization, and escalations as necessary•Managed accounts in Trilogy, Workbrain, Citrix, AS400, Mainframe, React, CyberArk and logged all help desk interactions via Kace Ticketing System•Imaged hard drives for POS systems and peripheral devices•Trained users and IT help desk contractors as needed•Managed Active Directory and Outlook 365 accounts•Managed end user accounts, permissions, and access rights•SQL scripts