Helpdesk Analyst / System Administrator

Associate Degree in Data Processing, Wingate University 1978

Agile Defense, Inc., Germany                                                 Dec 2020 – Oct 2021

Systems Administrator

• Reviewed semi-weekly HBSS reports generated by higher headquarters to find and remediate rogue devices, as well as generating an allowed list of devices that cannot support a McAfee agent.
• Streamlined multiple ACAS reports and produced a list of the top twenty-five computers with the highest ACAS rating along with the last logged on user of that computer.

Jacobs Technology Inc., Afghanistan                               Sep 2016 – Aug 2020

Systems Administrator

• Supplied both onsite and remote IT support for systems and applications to government employees, contractors and military personnel across Afghanistan.
• Created user and computer accounts using native mode Microsoft Active Directory on both classified and unclassified networks.
• Created PowerShell scripts to create ad-hoc reports of Active Directory and Exchange objects, and share drive information (file size, ownership, access lists, rights).
• Created PowerShell scripts to automate account creations.
• Aided in imaging desktop and laptop systems using Microsoft Windows Deployment Servers.
• Created user mailboxes, distribution groups, and organizational boxes in Microsoft Exchange 2010 and 2013 environments using both Active Directory native GUI and PowerShell scripts.
• Deployed new computers to customers as requirements dictated.
• Upgraded 500+ computers to Windows 10 using both DVDs and SCCM.

InfoReliance Corp, Shaw AFB, SC                                        May 2015 – Feb 2016

Systems Administrator

• Provided Windows Server Active Directory (AD) support via Quest ARS and PowerShell scripts.
• Helped with monthly Windows Update deployment process to servers and workstations.
• Created SCCM distribution packages used in deploying updates to servers and client systems.
• Installed, configured, optimized, and maintained Microsoft Windows 7 Operating Systems (OS) including file and folder security, and local/domain user security.
• Provided application support for Microsoft applications such as MS Office Suite, Exchange, Office Communications Server, SCCM client and SharePoint.
• Ensured server and workstation configurations meet compliance with DISA Security Technical Implementation Guides and USAFCENT Special Instructions to Communicators.
• Utilized Remedy IT Service Management package for issue management, tracking and metrics reporting.
• Used technical writing skills to develop and update IT systems concept of operations, engineering plans and standard operating procedures.

Techno-Sciences, Inc., Maryland                                       Mar 2014 – Feb 2015

SARSAT Maintenance Engineer

• Assisted support team with preventative maintenance tasks of worldwide proprietary search and rescue systems via remote connections.
• Assisted in certifying the software and hardware in accordance with DoD DIACAP standards.

EMS/Honeywell Global Tracking, Afghanistan             Jan 2012 – Feb 2014

Field Service Representative (FSR)

• Solely responsible for ensuring all Personal Locator Beacons (PLBs) issued to soldiers and civilians throughout Afghanistan were properly registered to ease search and rescue efforts.
• Created Microsoft Visual Basic Assist (VBA) modules to automate PLB registration process.
• Completed government re-certification (DIACAP) requirement for server hardware and software.
• Ensured the proprietary search and rescue system (SARMaster) used to track the beacons was always functioning at 100% by checking the status of all SARMaster system components, installed patches and/or new versions of software as needed, and addressed network-related requirements.
• Supported the installation and configuration of SARMaster updates as needed to support the PM-AW mission.

 DSCI, Afghanistan                                                                      Oct 2010 – Jun 2011

Desktop Support Technician / Help Desk Administrator

• Provided immediate response to all walk-up end-users and Information Management Officers (IMOs).
• Provided desk-side and telephone support for all hardware, software, and network-related issues.
• Identified, prioritized, and resolved all reported IT problems, and escalated issues that could not be immediately resolved to Tier II support.
• Utilized Active Directory to manage user and computer accounts.
• Aided system and network administrators, as necessary.
• Performed installation of IT hardware, software, network components, printers, digital senders, and communications equipment.
• Provided repair and maintenance of all IT equipment as well as coordinating with warranty and other service providers to replace, repair, and resolve issues.
• Responsible for coordinating and scheduling video (VTC) meetings and general telephonic conferences.

DRS-TSI, Iraq                                                                                  Feb 2010 – Oct 2010

Desktop Support Technician

• Developed and implemented a tracking system for all PC service requests.
• Sole technical support for 250+ customers, both remotely and in person.
• Helped customers with the relocation of PC equipment, including cable management, and migration to another network.
• Helped new users with obtaining network accounts, configuring e-mail via Outlook and OWA, share drive access, and printing and scanning capabilities.
• Configured and installed new workstations, printers, and digital senders.
• Evaluated and repaired, if necessary, physical connections between end-user devices and Cisco switches.
• Configured new Cisco IP phones for use. 

LockheedMartin/PAE,Afghanistan                                    Jan 2009 – Jan 2010

Desktop Support Technician / Helpdesk Administrator

• Performed troubleshooting and/or repairs on failed computer systems and/or peripheral systems or equipment.
• Installed, moved, configured, and evaluated computer systems and/or related peripheral systems or equipment.
• Installed, configured, and evaluated authorized software for end-users.
• Performed daily monitoring and updating of service requests and documented completed work.
• Facilitated vendor warranty return process, as well as evaluated and evaluated items returned from repair.
• Provided desk-side customer support for issues, and informal end-user training, as necessary.
• Created and maintained computer and user accounts on both classified and unclassified government networks.

ITT Systems Division, Afghanistan & Kuwait               Sep 2006 – Nov 2008

Helpdesk Lead / Desktop Support Analyst

• Ensured a smooth transition from a military-run helpdesk to a civilian-run helpdesk while directing and helping in the setup of the physical layout of the Help Desk, including furniture and computer hardware.
• Supervised staff of six people on the technical aspects of running a helpdesk in deployed military environment.
• Developed and updated operating procedures and training guides and held daily training classes for Help Desk staff, to include streamlining the account creation and hardware-tracking processes and developed accountability procedures for hardware repair.
• Supplied weekly reports to upper management.
• Provided immediate response to walk-in customers, as well as telephone support for hardware, software, and network-related issues to 2500 customers, and escalated issues that could not be immediately resolved to the proper Tier II department.
• Utilizing Active Directory, provided account management of both user and computer accounts as well as security and distribution groups .
• Used various network troubleshooting tools to resolve network connectivity issues and resolved Windows OS and MS Office 2000/2002/2003 product issues as well as assisted users with other authorized third-party software.
• Continuously monitored Remedy tickets to ensure SLA-specified timelines were being followed.

Houston Associates, Inc. Kyrgyzstan                                Sep 2003 – Apr 2006

Helpdesk Lead / Desktop Support Analyst

• Supervised nine Help Desk personnel during the transition period from military to civilian contract.
• Helped workgroup managers and end-users daily with all PC-related issues such as LAN connectivity, computer and printer hardware problems, and computer software issues.
• Developed a service desk ticketing system and asset tracking system using BMC Remedy software.
• Applied security patches and software upgrades to all computers on base.
• Coordinated circuit outage requests with higher-level headquarters and coordinated and tracked compliance of Communication Tasking Orders from higher headquarters.
• Supplied weekly and monthly operation summary reports to upper management.

• PowerShell scripting, desktop support, Remote Desktop, DameWare

English