Help Desk Supervisor

• Feb 2018 - Present

The Help Desk Supervisor is responsible for overseeing the Help Desk staff, activity, and training. Ensures the help desk staff uses the required tools and software to identify, document, track and resolve reported problems. Plan, prioritize and schedule help desk activities to ensure maximum issue resolutions in minimum time. Analyze help desk activities and develop tools and process improvements to optimize service and staff performance. Make recommendations for ticketing workflow and processes. Oversee Tier 1 technicians in the day-to-day performance of their jobs. Participates in the hiring of staff. This may include reviewing applications, conducting interviews, and providing on the job training or mentoring to new employees. Help Desk Supervisor must analyze their support team to establish whether or not all personnel are following the best practices established by the Director of IT. Show less

Customer Sevice Engineer

• Apr 2017 - Feb 2018

The Customer Service Engineer is responsible for providing technical support to prototype:IT employees and customers by installing, configuring, repairing, and troubleshooting hardware and software problems. He/she is also responsible for answering phones to provide help desk support and onsite assistance to customers and employees. The Customer Service Engineer assists in resolving escalated issues from technicians and/or management, enforces compliance with company policies and procedures, and forwards all non-compliance issues to Chief Operations Officer. He/she assists in supporting customers after-hours when the Technician on Duty role is activated and monitors the critical hardware and service via an automated notification system/application with the goal of maintaining customer satisfaction. Show less

Simulations Systems Trainer

• Jun 2016 - Apr 2017

Responsible for training users on the U.S. Army's WARSIM simulations system. Responsible for providing end-user support for functional use as well as providing help-desk support for Tier 1 and Tier 2 technical support. Responsible for managing the network and server systems that provide simulated war fighting training for Army Division and higher training events. Responsible for training users on the U.S. Army's WARSIM simulations system. Responsible for providing end-user support for functional use as well as providing help-desk support for Tier 1 and Tier 2 technical support. Responsible for managing the network and server systems that provide simulated war fighting training for Army Division and higher training events.

Simulation Systems Analyst

• Jun 2015 - Jun 2016

Responsible for building and Maintaining Simulations Server components that bridge the gap between tactical (user based systems) and tecnical (simulations systems). Responsible for building and Maintaining Simulations Server components that bridge the gap between tactical (user based systems) and tecnical (simulations systems).

Mission Command Systems DCGS-A instructor

• May 2012 - May 2015

Instuctor for the Distributed Comman Ground System - Army with the Mission Command Support Team as part of the Mission Training Complex. Trainer for all National Guard units. Instuctor for the Distributed Comman Ground System - Army with the Mission Command Support Team as part of the Mission Training Complex. Trainer for all National Guard units.

Senior Intelligence Sergeant

• Apr 1990 - Apr 2012

Intel Analyst

• 1990 - 2012