• Function as a system administrator and the public face of the technical side in MD offices.• Serve as a go-to person for people and teams that need to make use of the facilities. • Process request for people and teams that use the facilities and troubleshoot end user problems. • Build, reimage, troubleshoot, and repair Windows workstations• Assist with Active Directory, Group Policy, and Print server management• Regularly uses Active Directory (AD) to administer user accounts to include: creating, adding, deleting, changing ownership, and granting permission to various computer objects.• Address users’ issues with Windows® access and other applications by repairing, rebuilding, and configuring user profiles.• Perform software installations and troubleshoots/repairs software problems.• Assist with workstation and phone installations• Install hardware for new users and establishes domain/network connectivity.• Assist in network-based security scanning and patching• Configure and maintain network and firewall settings. • Ensure the local technical environment is available and reliable. • Liaise with Booz Allen internal technical resource and ensures technical security is maintained. • Perform file transfers between networks on the local domain.• Configure Taclane KG-175A and Taclane KG-175G devices. • Manage KG connection within campus.

• Worked with senior engineers to provide Linux systems administration support for a specialized enclave to include user account management using command line and vendor provided GUI tools, monitoring of system security as well as general system health, and troubleshooting/help desk support for users.• Attended engineering planning and customer requested meetings.• Acted as the liaison between the customer relations management organization and the engineering group for all end user documentation and notification.• Provided Tier 1 & 2 level support for all EA assets within the specialized enclave. • Attended meetings and takes on managerial duties in absence of UAM management.• Regularly used Active Directory (AD) to administer user accounts to include: creating, adding, deleting, changing ownership, and granting permission to email aliases, shared mailboxes & calendars, and other various computer objects.• Utilized Unix Secure Shell Client (SSH) to perform routine commands and run scripts to create, delete, modify, and configure user accounts.• Addressed users’ issues with Windows® access and other applications by repairing, rebuilding, and configuring user profiles, using AD and making modifications to the locally stored profiles on the users’ computers.• Coordinated the transfer of customer accounts between remote sites and the local domain.• Performed data file transfers between networks on the local domain. • Followed up with users to ensure that issues are resolved within the contract-specified time frame.• Logged and tracked customer problems using ticketing software, SupportIT®, and group management software, ActiveRoles Server® (ARS), and maintains history records and related problem documentation

• Listened to the agent’s phone calls (both live and recorded) to monitor for Quality Assurance (QA) Actively uses Engage® call monitoring software to perform regular QA duties by reviewing customer/technician interactions in order to assess survey feedback submitted by customers regarding the service they received.• Created Excel® spreadsheets, tracking all feedback from customers through submitted surveys.• Interacted weekly with technicians to review QA assessments and ensure all Service Desk processes and procedures are implemented and adhered to.• Interacted with management and team leads to relay QA assessments, identifying opportunities for technician growth in both customer service and technical skills. Attends Customer Improvement meetings, discussing customer suggestions and taking appropriate actions to make changes to policies and practices to improve service provided to our customer and encourage growth within the company.• Engaged customers through various media (i.e.; submits and reopens customer ticket requests, directs customers to webpage resources, provides informative feedback to customer questions via phone and email), tactfully calming customer frustrations by providing guidance to customers regarding company policy and taking appropriate action in order to ultimately resolve customer requests meeting customer and company needs. • Acted as direct resource for the service improvement program, ‘WE Listen’, educating the client on company operational procedures.• Assisted with the training of employees by making sure all trainees are successfully familiarized with all resources necessary to perform their jobs functions, ensuring that all training documents are used efficiently and updated as needed, and helping to identify new technology being introduced and train existing agents on new applications and procedures.

• Regularly used Active Directory (AD) to administer user accounts to include: creating, adding, deleting, changing ownership, and granting permission to email aliases, shared mailboxes & calendars, and other various computer objects.• Utilized Unix Secure Shell Client (SSH) to perform routine commands and run scripts to create, delete, modify, and configure user accounts.• Addressed users’ issues with Windows® access and other applications by repairing, rebuilding, and configuring user profiles, using AD and making modifications to the locally stored profiles on the users’ computers.• Coordinated the transfer of customer accounts between remote sites and the local domain.• Followed up with users to ensure that issues were resolved within the contract-specified time frame.• Logged and tracked customer problems using ticketing software, Remedy®, and group management software, ActiveRoles Server® (ARS), and maintained history records and related problem documentation.