Support Desk Team Lead\Manager for a new Fast Casual Restaurant client. Established processes & procedures where there were none, training agents on technology & client specific software\hardware.► Stood up Support Desk from scratch, managed agents, schedules, client engagement, documentation, team productivity and building client trust supporting their brands. ► Direct customer support to all in store technology for 300+ multi-brand Fast Casual restaurants. This included in-house software menu management, Aloha & Brink POS, printers, servers, networking, switches, VLAN, music, cameras and more. ► Senior agent, escalation point for junior agents, training team on IT concepts, troubleshooting\problem resolution, and ticket documentation. ► Participated in new store openings, conversations & closures, assisting with smooth transitions.

Solely responsible for the Information Technology Department, all related network, server, desktop\laptopmobile devices and user support.► Proactively monitored and maintained network, equipment, backups, restores antivirus and AD site replication.► Remotely supported multiple office locations while working on other IT projects in the US and abroad.► Kept systems and network running on a narrow budget, cut costs and reduced spending where possible.

Part of the NETCOM G3 Operational Planning Team supporting the Army Exchange Migration providing remote pre-migration support, followed by on-site technical expertise during migrations. ► Delivered process definition, direction, focus, and execution expertise for the migration effort. ► Worked closely with various US Army Theater Network Operations and Security Centers and Network Enterprise Centers to coordinate migration efforts at Centers of Excellence.► Provided support to System, BlackBerry and Network Administrators of geographically dispersed Army organizations and installations.► Assisted NETCOM with building valuable Tactics, Techniques, and Procedures and Lessons Learned documentation. ► Built and provided Situational Reports and After Action Reports to NETCOM and AOR lead personnel.

Traveled to US Army bases migrating sites from Exchange 5.5 environments to Exchange 2003 building and utilizing NetIQ Exchange Migrator.► Installed, upgraded, troubleshot Exchange 2003 servers & Active Directory environments. ► Researched and resolved various issues with AD accounts, permissions, replication & RUS and assisted with Blackberry upgrades, & migration.

Daily monitoring and administration of Exchange and Windows 2003/2000 servers through Active Directory. ► Implemented Symantec 10.1.4 sever and clients, monitoring and remediation of incidents.► Disaster recovery team member.► Veritas NetBackup tape rotation duties, file level restores.

Contractor team member working with Air Force counterparts at Al Dhafra air base in the UAE managing and maintaining Windows 2003 and Exchange 2003 servers on the Classified and Unclassified LANs. ► Administered user accounts and workstations through Active Directory snap-ins.► Remote workstation management, troubleshooting/resolution, vulnerability patching & virus removal.► Performed Anti-Virus compliance tasks using Symantec System Center.► Participated in two Active Directory migrations.

Provided technical security analysis and configuration support though vulnerability risk assessments by utilizing automated tools, checklists and interviews to ensure system security compliance prior to certification and connection to Army in Europe networks.► Provided technical support during exercises, such as base lining systems & minor firewall configuration.► Conducted certification inspections of Protected Distribution Systems that carry unencrypted US SECRET data and ensured systems were compliant with NSTISSI 7003. ► Analyzed computer system configuration documentation from System Site Authorization Agreements (SSAA) for new and legacy Program Managed systems prior to fielding in US Army Europe (USAREUR). ► Generated document revisions for the USAREUR generic SSAA, including appendix templates, risk assessments and evaluating countermeasures to mitigate vulnerabilities. ► Member of the G6 Information Assistance Team conducting site assistance visits in Europe, designing checklists, scanning for vulnerabilities, TEMPEST issues, verifying accreditation documents, and training. ► Provided support to USAREUR units in complying with the Department of Defense (DoD) and Department of the Army Information Assurance policies.

Work/experience from 01/2002 - 12/2002 - 7 days a week 12-hour days operating as the Information Assurance (IA) Manager, and IA Tech to the Multinational Division in Bosnia and Hungary, for the Unclassified and Classified\Secret internal LAN network. ► Supervised and provided technical direction to a team of IA Techs on network security analysis, vulnerability testing, certification and accreditation processes, management of security incidents, reports and inspections. ► Executed physical security inspections per Army Regulation 380-5 for storing classified materials. ► Responsible for the IA program; conducted training to 60 IA Officers through monthly conferences. ► Handled responses to Army Computer Emergency Response Team and Regional Army Computer Response Team Europe IA Vulnerability Alerts.► Reported and ensured compliance, provided evaluation and quality assurance testing of deployed systems in accordance with military standards and specifications. ► Maintained and organized accounts of foreign and host country nationals accessing US networks; staffed justification letters through commanders. INFORMATION ASSURANCE TECHNICIAN► Maintained network and system architecture documentation.► Refined the Personal Digital Assistant policy; implemented a program requiring accountability for utilization of wireless devices on the network. ► Responded to network security incidents: Researched and generated reports and memorandums regarding those incidents, briefed the Commander and Division CoS.► Performed vulnerability scans using Internet Security Systems (ISS) and Harris Stat Scanner, applied technical fixes to workstations locally and remotely. ► Managed the IA Awareness program.

Work/experience from 04/2001 - 10/2001 was 7 days a week 12+ hours a day. ► Assisted with upgrading portions of the CAT5 Ethernet LAN to Optical Fiber for the US Army Classified and Secret networks in Taszar Hungry, Tuzla Bosnia, and remote camps. ► Troubleshooting and resolution of LAN connectivity issues during installation. ► Configuration and installation of MARCONI ES-1000 Switches, CISCO 3810 routers; recorded rack elevations. NETWORK ENGINEER / DESKTOP SUPPORT TECHNICIAN, Sarajevo, Bosnia ► Provided network monitoring and desktop support to the US Army Classified and Secret systems, Microsoft Exchange and Microsoft NT 4.0 servers. ► Hardware configuration and OS upgrade of Windows 9X to Windows 2K Pro and Win NT4.0. ► Implemented the USAREUR computer security baseline, applying technical fixes to workstations identified through network vulnerability scans, supported software application issues. ► NT user and Exchange account administration.