Service Desk Analyst Lead

• Sep 2021 - Present

• Be familiar with Remote Desktop operations and procedures.• Ensure all work performed by the Service Desk is tracked via ServiceNow ticketing system and trouble tickets are processed in a timely manner. • Provisioned and quality check devices before shipped out to End-Users (EU’s)• Builds and maintains healthy, professional relationships with customers and mission partner.• Evaluate Security Technical Implementation Guide (STIG) compliance using ACAS/Nessus, SCAP Compliance Checker, and manual STIG checklist reviews utilizing DISA STIG viewer.• Upload Nessus scans into Tenable to obtain CSV, ARF/ASR files. • Update Nessus plugins for bi-weekly scans.• Manually update OCSP server with revoked certificates from CA sever.• Implement changes to systems utilizing Group policy, Registry Editor to be compliant with DISA. • Utilize virtualization technology to manage the environment including VMWare vSphere v6.7, ESXi v5.5.

IT Service Desk Analyst

• Jul 2021 - Sep 2021

• Be familiar with Remote Desktop operations and procedures• Understand and provide support with Remedy Ticketing System.• Utilize Call Center Procedures.• Builds and maintains healthy, professional relationships with customers and mission partners. • Be familiar with Remote Desktop operations and procedures• Understand and provide support with Remedy Ticketing System.• Utilize Call Center Procedures.• Builds and maintains healthy, professional relationships with customers and mission partners.

Service Center Analyst

• Sep 2020 - Jul 2021

Provide on-site and over-the-phone technical support to customers for Microsoft Windows 10 including; installing/uninstalling necessary software, troubleshooting system errors via Event Manager, Encrypting devices with McAfee, checking status of needed services, assisting customers to navigate the Citrix environment, placing devices on domain and assuring the Roles and OU is working correctly with gpupdate /force.Provide support for Active Directory (AD) including, staging user and machine accounts in AD via Active Directory Users and Computers (ADUC) and organize them in their appropriate Organizational Unit (OU).Create/edit Group Policy and assign policies to appropriate OU’s.Provision devices utilizing Microsoft Azure/Endpoint.

EKMS/KMI Fielding and Transitions Technician

• Oct 2018 - Sep 2020

• Provide over-the-phone technical support for Microsoft Windows 10 including installing/uninstalling necessarysoftware, troubleshooting system errors via Event Manager, checking status of needed services,and building/rebuilding of RAID arrays through Microsoft Windows Disk Management.• Provide over-the-phone technical support for KMI software including instructing users how to import/export keys,upgrade the software, troubleshoot errors by checking logs and installing/uninstalling the software via the KMIConfiguration Tool.• Create, review and test technical documentation including TTP's and SOP's.• Provide on-site technical and logistical testing for CSLA managed Information Assurance products includingCommunications Security (COMSEC) key/equipment, and Information Security (INFOSEC) systems and materiel.

Engineer Technician

• Dec 2017 - Oct 2018

Survailence Role Player (SRP)

• Aug 2017 - Apr 2018

Maintenance Supervisor of Water Department

• Jun 2016 - Apr 2017

Take inventory, place orders to fill inventory, make sure water meters are read every month for customers bills. Do maintenance on water lines, answer phone calls. Take water samples, to make sure water is purified. Run water distribution plant.

Class 1 Water Operator

• Oct 2014 - Jun 2016

Take water samples, read water meters, do daily work, fix water leaks

Laborer

• Dec 2010 - Oct 2014

Repair work on water lines. Read water meters, daily work.