• Worked with the Army Core of Engineers as a video conference technician to assist with teleconference calls and provide IT customer service support.• Worked with engineering teams to setup, troubleshoot, and train on new VTC systems. Assisted USACE personnel with general IT questions, ticketing, and equipment.• Trained USACE personnel on VTC systems, allowing them the ability to conduct meetings for local and remote attendees. Used position as customer facing IT support to reduce customers wait time and ticket resolution time by 50%.

• Managed Azure government cloud services requiring a security clearance under the direction of engineers. Position required secret clearance, state public trust, and Microsoft cloud background screening. • Assisted engineers with troubleshooting, maintenance, and deployment of new services through PowerShell and Azure cloud portal. • Resolved helpdesk tickets in Microsoft Incident Management (ICM) within expected SLA requirements. Maintained extensive notes of ticket resolution process for auditing and conducted every session with courtesy and professionalism.

• Served as IT NCO for the Office of Economic and Manpower Analysis. Responsible for customer facing IT support, website management, IT equipment management, security auditing, and administration of on premises cloud environment. • Provided general IT support to OEMA personnel, Imaged computers, Tracked IT inventory, edited OEMA website, resolved tickets for cadet branching tool, ran security audits using STIG, and administered virtual machines for researchers. • Automation of virtual machines resulted in sharp decrease of maintenance downtime. Resolution of cadet issues with branching allowed most users to advance to selection. Tracked inventory resulted in no equipment loss. Used STIG scans to remediate vulnerabilities, bringing FIPS compliance from 89% to 93%. Updated OEMA and researcher profiles website to showcase OEMA talent to the public.

• Served as IT specialist for battalion group of over 100 users. Responsibilities include customer facing IT support, ticketing, network administration, server administration, encryption management, and leading soldiers.• Assisted users with hardware and software issues, created tickets to configure or replace equipment, managed Windows servers, and configured Cisco networking systems. Managed requests, transport, and loading of encryption keys. Led and mentored a team of 4 soldiers tasked with IT support for the battalion.• Attending to user needs through troubleshooting and ticketing resulted in a 50% decline in downtime from equipment failure. Management of servers, networks, and encryption keys allowed command teams to execute training missions with full communication capabilities. Mentoring of soldiers created a sense of teamwork in IT support for battalion group, resulting in higher customer satisfaction.

• Remitted payments for products and services offered by third party partners. Recorded transactions in SAP for over one million dollars of inventory.

• Provided customer service for airline passengers to resolve issues with flights. Helped maintain 98 to 100 percent service level agreement.