• Configuring, troubleshooting, managing, monitoring and performing diagnostics on the organization's local area network and its server enterprise architecture, to include providing help desk support to system users (desktop, printers, wireless and non-wireless phones – Unified Call Manager).• Manage resources on a decentralized, worldwide enterprise server environment with multiple data hubs, to include troubleshooting local and remote workstations, installation of commercial off the shelf and custom applications using various patch management software and configuring and applying workstation and server updates.• Troubleshoot problems to determine the correct area of responsibility and resolve system problems through equipment configuration changes, hardware replacement and operating system upgrades.• Develop, modify, and implement changes to Active Directory and Group Policy. Design, implement, and support Microsoft System Configuration Manager 2012 and 2016 architecture. Develop and maintain computer images using Microsoft System Center Configuration Manager with a Preboot Execution Environment (PXE).• Consultant to senior management and coworkers in support of system changes, organization wide IT policy, systems development, installation, operation and maintenance. Ensure integrity and accessibility of systems and data.• Maintain McAfee ePolicy Orchestrator to insure security posture and prevent unauthorized access.• Experience maintaining Windows Server 2012 and 2016 hardened Operating Systems along with VMware technologies, VDI technologies and Citrix.• Mentoring of Tier 2 NOC Personnel and the Formal Training of ET Personnel.• Developed System Baselines, Policies, Processes, and Documentation.

Advanced from previous position to maintain accountability for all aspects of the National Capital Region encompassing 50 sub-centers. Coordinates the technical operations of high-profile government entities including the Pentagon, MCB Quantico, Washington Navy Yard, and Anacostia. • Executes top-tier leadership functions managing 80 Field Service Technicians, three Site Leads, and six Site Operations Managers. • Continually functions as a Subject Matter Expert based on prior technical achievements. • Tracks and reports enterprise functions to ensure the achievement of SLA, SLR, and KPI metrics for field service procedures. • Takes on additional responsibilities in the absence of the Regional Field Leader. Highlighted Achievements: ► Credited with helping to catapult the business through exceptional client services and keen business acumen. ► Recognized since the beginning of tenure as the go-to person for the mitigation of previously unsolvable technical obstacles. ► Re-engineered ticket handling and processing operations allowing for the increase of SLA levels from 70% to 94%.► Boosted efficiency and increased the speed of customer resolution activities. ► Collaborated with the Regional Operation Managers to conceptualize and deploy a field service process and policy.► Fostered the performance development of on-site field teams to guarantee the completion of training requirements.

Promoted from within to provide strategic guidance for 36 employees including in-house personnel and external contractors. Liaised with numerous outside agencies to deliver on-site coaching. Interfaced with an account team and a large-scale customer base to mitigate and resolve technical obstacles. • Handpicked to serve as the key point of contact to resolve complex network inefficiencies. • Delivered progress updates on complex inefficiencies affecting the site or senior executives. • Mentored and coached staff members on field services functions while offering recommendations for performance improvement. • Led training sessions involving new hires instructing each employee on best practices. • Partnered with the Account Team and the customer base to repair technical obstacles within the site.

Documented progress updates and authored detailed reports detecting the root cause of each outage and its underlying issues. Guided the management of a 35 top-tier team encompassing Network Monitors, System Administrators, and Information Assurance Technicians nationwide. • Tracked the Net cool events and took initiative on crucial alerts ensuring the prevention of long-term disasters.• Instrumental in the restoration of service issues impacting over 10 personnel at a time. • Operated as the primary liaison between the Service Monitoring and Control division tasked with coaching reporting personnel.

Delivered Tier-3 and 4 technical support for the Department of the Navy and the Department of Defense worldwide. Averted outages through the continual monitoring of network systems via Microsoft Operations Manager. • Responded to network outages through the tactical direction of strategic efforts. • Expertly leveraged expertise on all aspects of the IT and application infrastructure ensuring compliance with industry practices. • Retained a high-volume of key data and records following the impact of a disastrous flood. • Offered top quality throughout tenure to all customers and end-users. • Administered the configuring of hardware, software, and network modules.

• Demonstrated capacity for creativity regarding the design, development, and implementation of technical solutions.• Effectively conducted and completes multiple activities required to accomplish a single goal.• Actively contributed new ideas to refine processes, leading to more efficient issue resolution.• Possessed the knowledge to investigate and execute the correct process for ticket escalations as well as resolution.• Coached, mentored, and trained new hire service desk employees.• Coordinated activities of other teams/departments to troubleshoot and resolve issues.• Performed hardware and software installation, configuration and maintenance as requested by management.• Developed plans that may involve network engineers, network administrators, management, field service representatives, and various systems administrators to address a given issue.• Configured user profiles and managed user rights and roaming profiles.• Analyzed customer workstation configuration to minimize security risk.• Proactively maintained security protocols for entire enterprise.

Held multi-faceted positions to attain departmental and company objectives annually. Demonstrated success in the areas of training, software installations, and customer satisfaction. • Utilized creative vision during the creation of long-term process solutions positively impacting business efforts. • Shaped and implemented roadmaps affecting obstacles faced by Network Engineers, Network Administrators, Senior Managers, Field Service Representatives, and System Administrators. • Decreased security risk through the active maintenance of security protocols. • Pioneered the execution of offline projects to attain SOPs and KPIs.

• Effectively troubleshot technical issues.• Documented troubleshooting steps and issue resolution.• Escalated issues as appropriate.• Assisted users with installation of printers and other peripheral equipment.• Set up new user accounts in Windows, Active Directory, and Outlook.• Performed password resets for affected users.• Reinstalled software as necessary.• Actively troubleshot legacy applications.• Installed software on behalf of field service representatives.• Educated customers on policies, procedures, and security measures.• Enforced security policies.