• Provided assistance in the administration of acquisition, maintenance and management of the regarding the Department of the Army’s Computer Hardware, Enterprise Software and Solutions (CHESS) information technology contracts and products.• Developed increased knowledge in internal CHESS databases and run reports utilizing these data sources.• Performed data analysis and reporting functions.• Reviewed vendor reports and reconcile vendor and CHESS data.• Assisted in the establishment of new standards and policies.• Coordinated efforts with a CHESS Product Lead when more thorough research dictates to resolve complex SoNAs.• Analyzed and categorize SoNAs to identify frequency of SoNA types and other trends.• Provided informational papers, research reports, technical reports, SoNa summary reports and memorandums.• Drafted and provided guidance to Army customers regarding the usage of CHESS contracts and products.• Resolved product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.• Prepared product or service reports by collecting and analyzing customer information.• Researched available Commercial off the shelf (COTS) software contract vehicles and provide analysis and recommendations.• Provided services to support drafting of specific acquisition documents, to include but not limited to Requirements documents, Independent Cost Estimates, Justification Statements, Memorandums of Agreements; Request for Proposals, or Requests of Information.• Contributed to team effort by accomplishing related results as needed.

• Provided user training and initial fault assessment, isolation, and resolution in support of the AFSS program.• Analyzed reported issues, generate detailed trouble tickets, and route tickets to the appropriate technical staff members for resolution.• Generated and maintain reports on incoming calls and issue reporting metrics.• Assisted in the coordination of scheduled and unscheduled maintenance between LMFS Operations and the government.• Assisted in the coordination of status tracking and problem resolution of trouble tickets between LMFS Operations and the LMFS technical team.• Handled program account management responsibilities.• Provided additional customer and technical support as required.

• Supported MS office 2003 - 2007• Blackberry and iPhone installation, distribution and support• Troubleshoot printers, peripherals, PCs and laptops• Answered helpdesk calls and logged them into tracking software (Remedy)• Created, deleted, assigned groups and administered all aspects of Active Directory• Remote troubleshooting using DameWare and Desktop Authority applications• Coordinated and maintain hardware and software inventory• Assisted management with administrative tasks using excel, word and remedy• Worked alongside management coordinating and taking lead on special projects• Controlled all assets to include wireless devices