Experience

Quiet Professionals, LLC

• United States
• Defense & Space
• 100 - 200 Employee

• Service Desk Technician

  • Jan 2018 - Present

  MacDill AFB Tampa, FL Top Secret Security Clearance. Interface directly with supported end-users to provide hardware, software, network and applications problem resolution to 56,000+ USSOCOM customers located throughout the world. Communicate via phone, portals and instant messaging with end users and technicians as the initial point of contact for resolution of desktop/laptop/mobile related problems. Troubleshoot, research, diagnose, document, and resolve technical issues surrounding Windows 10, MS Office… Show more Top Secret Security Clearance. Interface directly with supported end-users to provide hardware, software, network and applications problem resolution to 56,000+ USSOCOM customers located throughout the world. Communicate via phone, portals and instant messaging with end users and technicians as the initial point of contact for resolution of desktop/laptop/mobile related problems. Troubleshoot, research, diagnose, document, and resolve technical issues surrounding Windows 10, MS Office applications, email, other special applications, Internet connections, and hardware/peripheral equipment. Document, track, resolve, and report on problems and work orders using Remedy Action Request database system. Modify/create and troubleshoot user accounts via Active Directory, ARS and ECP, submit changes to file management and peripheral devices via Remedy and escalate network incidents. Determine which special team can best resolve the problem and assign the task to the Desktop Support, Customer Support, Network Administration or System Administration Teams when a solution cannot be provided telephonically. Show less



Vectrus

• United States
• Defense and Space Manufacturing
• 700 & Above Employee

• ADPE/Service Desk Administrator

  • Sep 2016 - Sep 2017

  Camp Taji, Iraq Provided immediate response to all customers who came to the Service Desk. Person to person interaction involved troubleshooting, information exchange and help with ticket submission and issues. Provided telephone customer support for incoming and follow up calls used for initial troubleshooting. Troubleshot Microsoft OS issues on Army Gold Master/Universal Gold Master along with setup and Microsoft Office Suites. Troubleshot all other site authorized software with IMOs and users. Created… Show more Provided immediate response to all customers who came to the Service Desk. Person to person interaction involved troubleshooting, information exchange and help with ticket submission and issues. Provided telephone customer support for incoming and follow up calls used for initial troubleshooting. Troubleshot Microsoft OS issues on Army Gold Master/Universal Gold Master along with setup and Microsoft Office Suites. Troubleshot all other site authorized software with IMOs and users. Created logon and email accounts using Microsoft Exchange Server and User Manager. Tracked and documented work performed to allow accurate reporting of all Service Desk activities. Installed, configured, and maintained DOD-approved communications software on government computers and configured the network to allow proper user access. Joined client computers to Microsoft Active Directory domains. Configured Microsoft Outlook and managed personal folders in all versions of Outlook. Installed, configured, and maintained security software on military computer systems. Baselined (Imaged/Reimaged) systems using PXE boot. Repaired and maintained desktop and laptop hardware. Maintained Systems Availability and performed regular maintenance on equipment. Maintained antivirus / security requirements by the US Army standards and regulations. Provided user and Microsoft Exchange account maintenance as required. Migrated Windows 10 on all laptops and desktops. Show less



Five Rivers Services, LLC

• United States
• Defense and Space Manufacturing
• 1 - 100 Employee

• Service Desk Administrator

  • Nov 2015 - Sep 2016

  Camp Buehring, Kuwait Primary support and interface with site Information Management Officers (IMO). Assisted the IMO with daily functions of computer, network and software management for the site and all users. Provided immediate response to all customers who come to the Service Desk. Person to person interaction involved troubleshooting, information exchange and help with ticket submission and issues. Provided telephone customer support for incoming and follow up calls used for initial troubleshooting. Utilized… Show more Primary support and interface with site Information Management Officers (IMO). Assisted the IMO with daily functions of computer, network and software management for the site and all users. Provided immediate response to all customers who come to the Service Desk. Person to person interaction involved troubleshooting, information exchange and help with ticket submission and issues. Provided telephone customer support for incoming and follow up calls used for initial troubleshooting. Utilized Remedy call management software and other tools, to log and manage trouble tickets. Accurately determined call routing for trouble tickets that could not be resolved immediately at the Service Desk. Troubleshot Microsoft OS issues on Army Gold Master/Universal Gold Master along with setup and Microsoft Office 2013. Troubleshot all other site authorized software with IMOs and users. Created logon and email accounts using Microsoft Exchange Server and User Manager. Tracked and documented work performed to allow accurate reporting of all Service Desk activities. Show less



Triple Canopy (A Constellis Company)

• United States
• Security and Investigations
• 700 & Above Employee

• Pass & ID Administrative Clerk

  • Feb 2011 - Feb 2012

  CAmp Arifjan, Kuwait Responsible for troubleshooting, repairing and replacement of all workstations, laptops and peripherals for all DBIDS (Defense Biometric Identification System) equipment. Used SQLPlus, SQLtools and SQL Developer for completion of reports. Worked on DropBox system and configured Symbol PPTs for Gate Access Used Symbol Access Point and Air Fortress for Wireless Access. Managed the data between Biometric Identity Management Agency and Area Support Group- Kuwait through FTP for DBIDS.… Show more Responsible for troubleshooting, repairing and replacement of all workstations, laptops and peripherals for all DBIDS (Defense Biometric Identification System) equipment. Used SQLPlus, SQLtools and SQL Developer for completion of reports. Worked on DropBox system and configured Symbol PPTs for Gate Access Used Symbol Access Point and Air Fortress for Wireless Access. Managed the data between Biometric Identity Management Agency and Area Support Group- Kuwait through FTP for DBIDS. Provided procedural assistance and instructions to all accessing ASG-KU installations. Processed individuals and paperwork for access to all ASG-KU installations. Show less



Combat Support Associates, Ltd.

• Site Security Manager (SSM) / Installation Access Specialist

  • Sep 2007 - Feb 2011

  CAmp Arifjan, Kuwait Responsible for troubleshooting, repairing and replacement of all workstations, laptops and peripherals for all DBIDS (Defense Biometric Identification System) equipment. Used SQLPlus, SQLtools and SQL Developer for completion of reports. Worked on DropBox system and configured Symbol PPTs for Gate Access Used Symbol Access Point and Air Fortress for Wireless Access. Managed the data between Biometric Identity Management Agency and Area Support Group- Kuwait through FTP for DBIDS.… Show more Responsible for troubleshooting, repairing and replacement of all workstations, laptops and peripherals for all DBIDS (Defense Biometric Identification System) equipment. Used SQLPlus, SQLtools and SQL Developer for completion of reports. Worked on DropBox system and configured Symbol PPTs for Gate Access Used Symbol Access Point and Air Fortress for Wireless Access. Managed the data between Biometric Identity Management Agency and Area Support Group- Kuwait through FTP for DBIDS. Provided procedural assistance and instructions to all accessing ASG-KU installations. Processed individuals and paperwork for access to all ASG-KU installations. Show less



Combat Support Associates, Ltd.

• Installation Access Specialist

  • May 2004 - Jul 2005

  Camp Arifjan, Kuwait Processed individuals and paperwork for access to all ASG-KU installations.

• Force Protection Officer,

  • Aug 2003 - May 2004

  Camp Doha, Kuwait Provided area security and force protection functions. Performed Force Protection and Security Patrol Operations. Performed Convoy and Security Escorts, and Emergency and Contingency Response. Provided Entry Control and Checkpoint Operations. Maintained both technical and tactical proficiency in basic tactics and techniques as well as basic peace officer standards.