IT Specialist

• Aug 2018 - Present

GS-12 Desktop Support for Ft. Bliss GS-12 Desktop Support for Ft. Bliss

System Administrator

• Dec 2017 - Aug 2018

Duties and responsibilities: Windows 10 upgrade of all DES police and Fire department computers. Provided support for the network migration of DES. Manage the Velocity system as well as provide IT support for IDS, NCIC, desktop, printer, and basic network support. Currently in progress of upgrading the Velocity server to facilitate the use of Windows 10 as well as the new network. Duties and responsibilities: Windows 10 upgrade of all DES police and Fire department computers. Provided support for the network migration of DES. Manage the Velocity system as well as provide IT support for IDS, NCIC, desktop, printer, and basic network support. Currently in progress of upgrading the Velocity server to facilitate the use of Windows 10 as well as the new network.

Help Desk Tier II

• Mar 2017 - Nov 2017

Duties and responsibilities: Handling incoming work orders, emails, and phone calls for a customer base of over 1700. Installing and troubleshooting a variety of software packages in a Windows environment utilizing remote access software and desk-side visits. Setting up and troubleshooting various printers, scanners, and other peripherals Assisting users with account setup, data backups, and general usage of desktop and laptop PC’s. Computer lifecycle replacements utilizing WIM. Laptop VPN configuration and support using Cisco products. Track various projects and assignments by updating work orders in ticketing system (Currently CA Service Desk), Excel spreadsheets, and various databases (data input). Maintaining systems to meet or exceed client security requirements. Show less

AHLTA/CHCS System Administrator

• Jan 2016 - Mar 2017

AHLTA/CHCS System administrator

• Dec 2014 - Jan 2016

Help Desk Specialist

• Jul 2012 - Nov 2014

Duties and responsibilities: CUSTOMER SUPPORT: Assist with any hardware or software related issues and have knowledge of MEDCOM software programs and features. Will provide users with information on issues to be aware of when possible to ensure a quick and timely manner of resolving problems. Also provide guides on how to perform certain tasks to help users resolve issues without waiting on help desk assistance so they may continue to work and provide training on these tasks. Advise on program features and provide expert knowledge on proper program use. Open tickets and document work done for future reference as well as to provide knowledge in future situations to assist other help desk staff. Resolve any and all tickets in a professional and friendly manner to ensure customer is happy with the work or elevate them to the appropriate department so any problems are dealt with. Inform supervisor if any factors are affecting operations or interfering with the automation of systems. Provide recommendations to better procedures and advise on equipment to implement. Show less

Temporary Contractor

• Apr 2012 - May 2012

Duties: Deploy replacement systems for end of life equipment. Ensure data transfer and backups for all users. Document every machine for contractor for verification of work. Duties: Deploy replacement systems for end of life equipment. Ensure data transfer and backups for all users. Document every machine for contractor for verification of work.

Help Desk Specialist

• Nov 2011 - Jan 2012

Duties and responsibilities: Provide Help Desk assistance including over the phone or on-site work. Opens trouble tickets to track and resolve user problems. Maintains an audit trail and records all problems and conditions reported by the client. Assist in gathering information to respond to client questions and reported problems. Assist users in locating desired material. Assist supervisor in organization and reporting to complete assignments. Inform supervisor of progress with tasks. Identifies problem areas and recommends solutions. Generate daily statistical reports. Perform other administrative and clerical duties as required. Show less

Information Technology Specialist

• Jul 2011 - Oct 2011

Duties: Desktop support for central office. Troubleshoot printers, desktop and laptop systems, set up of new systems and upgrades to existing systems, Also install any programs needed and keep current programs up to date. Duties: Desktop support for central office. Troubleshoot printers, desktop and laptop systems, set up of new systems and upgrades to existing systems, Also install any programs needed and keep current programs up to date.