Administered servers and managed desktop systems across local and wide area networks, enhancing network reliability..Provided Tier 1 and 2 support, diagnosing and resolving over 500 technical issues, reducing downtime by 15%.Monitored and maintained IT infrastructure, including client/server/storage/network devices, improving system availability.Installed and configured operating systems and software, leading to a 25% reduction in deployment time.Integrated new technologies into existing systems, enhancing performance.Conducted regular security assessments and applied patches, reducing vulnerabilities by 40%.Managed user accounts and access controls, improving system security and compliance.Collaborated with cross-functional teams to implement and maintain IT projects, resulting in a 95% on-time project delivery rate.

Supported secure mobile communication systems with AES 256 encryption, ensuring 100% compliance with security protocols.Managed production and test environments for Windows, Linux, and VMware, achieving 99.9% system uptime.Conducted vulnerability scanning and remediation, reducing security risks.Created and managed user accounts, improving operational efficiency by 15%.Prepared and delivered daily and weekly status reports to senior management, enhancing transparency and decision-making.Performed software installations and upgrades, reducing system deployment time by 20%.Troubleshot and resolved hardware and software issues, decreasing incident resolution time by 25%.Developed and maintained standard operating procedures (SOPs), ensuring consistency and compliance across the IT department.

Created, modified, and deleted entries in multiple databases, resulting in a 15% improvement in data retrieval times and reducing errors by 20%.Created, modified, and deleted Activates/Change/Incidents Requests and Risk Assessment Models for security patches and server upgrades, contributing to the organization’s robust cybersecurity posture.Communicated daily with high-level government staff, providing technical support and ensuring seamless operation of critical systems.Monitored various communication systems, including numerous Windows and Linux-based servers, to ensure continuous availability and performance.Conducted physical hardware checks to diagnose and resolve hardware failures, minimizing downtime and ensuring operational efficiency.Performed server recycles, security patch upgrades, and server upgrades, maintaining system reliability and compliance with security protocols.Conducted network checks on customers' servers globally, identifying issues and coordinating with on-site IT personnel for resolution.Provided global phone support in a 24/7 environment, assisting customers with desktop support, EMS application support, and resolving technical issues.Established and modified system alerts in the Monitoring tool, enabling proactive issue detection and faster response times.Troubleshot server and application issues for numerous EMS applications, reducing system outages and enhancing user experience.Utilized CMD, Remote Desktop, Putty, Remote Console, Oracle Enterprise Manager, ITS Dashboard, and McAfee for server login, status checks, and command execution, ensuring efficient system administration.Managed and resolved tickets using the ESMT ticketing system, maintaining detailed records of all incidents and resolutions.Prepared for the upgrade of the New EMS system by coordinating with cross-functional teams and ensuring readiness for deployment.

Led IT projects from planning to execution, delivering 95% of projects on time and within budget.Communicated project progress and risks to stakeholders, improving transparency by 20%.Developed and executed IT project plans, achieving a 30% increase in project efficiency.Facilitated cross-functional collaboration, enhancing team productivity by 25%.Provided technical support and preventive maintenance, reducing equipment downtime by 15%.Coordinated hardware and software deployments, ensuring seamless integration and minimal disruption.Managed project resources and schedules, optimizing project delivery timelines by 10%.Conducted post-implementation reviews to identify areas for improvement, increasing future project success rates by 15%.

Supported senior capture managers in securing new contracts, re-competes, and task orders, contributing to a 15% increase in the Operating Unit’s win rate.Assisted in researching and identifying resources, managing critical decision milestones, and developing capture strategies, ensuring alignment with customer needs and competitive assessments.Established and maintained strategic alliances with customers, partners, and suppliers, enhancing business opportunities and maintaining compliance with corporate policies, resulting in a 10% expansion of partnership networks.Facilitated cross-sector collaboration, identifying teaming opportunities that led to successful prime or sub-bid submissions on 4 major projects.Tracked and reported on action items for capture managers, ensuring timely updates and milestone completions, leading to a 20% improvement in project efficiency.

Provided staff augmentation support for the HRConnect services deployment at the Department of Commerce, successfully onboarding over 30,000 new users.Participated in the User Acceptance Testing (UAT) phase, reviewing and executing test scripts, contributing to a 95% pass rate on first attempt.Completed intensive application training, enhancing system knowledge and reducing onboarding time by 30%.Delivered Tier 1 and Tier 2 application support both onsite and remotely, achieving a 98% customer satisfaction rate.Operated the deployment command center, providing direct end-user support and escalating critical issues, reducing resolution times by 20%.

Managed a team of 11 IT professionals, overseeing daily operations and maintaining a 99% uptime for desktop and network services.Resolved complex software issues within Windows environments, decreasing system downtime by 25%.Responded to all IT support requests within agreed timeframes, achieving a 95% closure rate using the Remedy National Help Desk System.Collaborated with team members across multiple locations, leading to a 15% reduction in issue resolution time through shared knowledge and best practices.Tested and deployed Windows 10 beta images, improving system performance and user experience by 20%.Managed Symantec Endpoint Protection, McAfee Drive Encryption, and other security tools, reducing security incidents by 40%.Conducted OS upgrades and software installations, optimizing over 800 desktops, laptops, and mobile devices, ensuring compliance with DOD standards.Led the transition from Lotus Notes to MS Exchange/Outlook and later to Google Mail, resulting in a 100% successful migration with minimal user disruption.Oversaw the move of IT infrastructure during office relocations and modernization projects, maintaining uninterrupted service for senior executives and staff.