• Plans, organizes and supervises all operations and activities for the End User Support Team in coordination with the Director of End User Services. • Manages and monitors the end user support team, ensuring ticket resolution and SLA agreements have been met.• Coordinate with other state agencies to provide support and ensure all state standards are being followed.• Interviewed, hired, and trained over 50 techs for the End User Support Team to support all agencies throughout the state of Oklahoma. • Created training curriculum and materials for the end user team to ensure all new technicians have proper training during the onboarding process.• Assisted in creating new policies and procedures for asset management purposes to improve asset tracking efficiency.• Lead projects, to ensure proper resources, plans, and staff are in place.

• Primary task was to resolve any IT-related issues for the Office of The Governor, Office of the Lieutenant Governor, Office of the Attorney General, and all Executive Directors and VIPS throughout the State of Oklahoma.• Coordinate IT projects and requests for VIP’s and agencies ensuring the projects is on track and completed within the established timeline.• Coordinating with Vendors and other internal IT teams to ensure all hardware and software meets security requirements.• Mobile Device Management for all mobile devices, including deployments and troubleshooting for all mobile users throughout the state.• Workstation deployments and troubleshooting on all end-user hardware & software including desk phones, laptops, printers, and mobile devices.• Additional tasks include handling all escalated tickets to ensure proper resolution.

• Primary task is to aid all internal users via phone, email, or in-person on software and hardware issues. • Configure and maintain company hardware, ranging from Laptops, PC workstations, Chromebooks, network printers and local site printers. • Creating and completing daily tickets for all inbound calls or user interactions to track and document status of customer software/hardware issues. • Provide training and documentation for Allied Universal Security Services standard and custom applications• Creating hardware orders that are requested from internal users. Requests include laptops, chrome books, desktops, docking stations, monitors, and required cabling needed to accommodate users. • Software purchasing request for internal users upon request. Request range from Microsoft E3 Licenses, Microsoft Audio Conferencing, Smart Sheet, Microsoft Visio, and Adobe Acrobat DC.• Maintain network security, User account creation/administration via Active Directory and Microsoft Exchange and Azure• Assisting users in downloading, repairing, and using Microsoft Office365, Adobe Acrobat DC, Smart Sheet, and Microsoft Visio.• Assist network operations in maintaining network connectivity and security by collaborating with the Infrastructure, Network, and Cyber Security teams.

• Primary duties consisted of maintaining, repairing, and upgrading ID Card Printers, ID Card laminators and kiosk card reading devices by updating or replacing hardware, software, and firmware.• Customer Support, assisting re-sellers and end users with all trouble calls by obtaining proper information needed to diagnose and resolve issues whether the issue is a hardware issue, software, firmware, or user error.• Working with the Engineering team to recreate and fix bugs encountered by end users to find resolutions to said errors.• Other duties included accounting for all company Inventory and handling logistics, shipping out POs to customers and requesting new hardware to have on hand. • Other duties included managing warehouse inventory, ensuring correct counts and stock available for all customers.

• Primary duty was to mentor and train junior enlisted Marines to ensure everyone knew the basic principles of their job to ensure quality work was provided when assisting customers.• Training and testing new Marines on Active Directory, Cisco Call Manager, Cable termination, cable installation, routing & switching, Video teleconference systems, deploying new assets, imaging, and troubleshooting.• Conducted quarterly performance evaluations and when necessary, conducted write-ups for disciplinary actions. • Delegating tasks and tickets to ensure customers were assisted in a timely manner. • Scheduled all shifts within the help desk to ensure that customers could be assisted throughout the day due to 24/7 operations• Create training exercises and scenarios to improve team skills and individual skills to ensure the team stayed proficient. • Maintaining a Cisco Call Manager (VOIP), Video-teleconference System, and multiple LANs to ensure uninterrupted services on both Secret and Non-Secure networks.• Responsible for inventory tracking, records keeping and inspecting gear to ensure that $2 million dollars worth of telecommunications gear was accounted for and maintained.• Inducting gear into maintenance, ensuring broken gear would be repaired or replaced, and maintaining operational readiness.

Primary Duties- Assisting customers with any troubles calls via telephone, email, or in person via help desk.- Configuring and creating Non-Secure and Secret VOIP telephony systems using Cisco Call Manager while following all DOD accordance's.- Installing the physical LAN, ensuring constant connectivity using Fiber Optics and Cat5e.-Gear Accountability, ensuring all end user devices are accounted for.- Assisted in gear accountability of the telecommunications gear, consisting of switches, routers, servers and fiber optics.