Requests
5
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Network Power<100 people
Roles
🔥100%
Startup Founder
👍100%
Sales & BizDev
Geos
🇺🇸100%
United States
Work Background
LeidosInformation Technology Service Desk Team Lead
Feb. 2024 - Jun. 2024San Antonio, Texas Metropolitan Area
Huntington Ingalls Industries, Inc.Information Technology Site Lead
Dec. 2022 - Feb. 2024United States
Pelxon IT Consulting and StaffingPresident
Aug. 2022San Antonio, Texas, United States
Alion Science and TechnologyService Desk Lead
Jul. 2019 - Feb. 2024San Antonio, Texas AreaManage Service Desk Team of 8 members providing techincal field support from tier 1 to tier 3 for over 300 end user.
Provide Metric Data to Senior management and Clients using report build and Dashboards within ServiceNow present Metric data to Senior management and Clients in meeting format on a weekly basis to AF PMO and other AF leadership
Create Team schedule for shift duties and responsibilities. create knowledge base on incidents resolved and the procedures that resolved the issue Create SOPs ( Standard Operation Procedures) for the SD team and for the proper procedure for other department to utilize SD equipment
Create training plan and schedule for SD team for continued growth in their IT field and their complex equipment that was supported by the service desk Create troubleshooting guide Provided assistance in writing contract mod request for SD assisted in various project management roles I.E. the addition of two contracts joining the contract through contract modification process, Standing up additional contracts service portal, implementing SecureAuth, Led the Project in finding and implementing a new phone vendor Conduct Performance Reviews With Team to maintain a high standard for the SD Conducting Job interviews in the hiring process for New SD team members Maintain SD equipment i.e. Servers, Sensors, Testing stacks, switches GFE.
Valdez International CorporationNetwork Monitoring Analyst
Mar. 2019 - Jul. 2019San Antonio, Texas Areautilizes tools such as SolarWinds, Smarts, and SCOM to monitor the network and provide proactive and reactive identification of network infrastructure problems across the enterprise. The team manages Remedy incident tickets and escalates as necessary to the appropriate internal organization for incident resolution. Monitoring sensor tools to proactively identify outages or potential problems.
Performing routine, scheduled hardware and software checks on Infrastructure and core services which will be documented in the Master Station Log (MSL).
Investigating out-of-normal operational performance to determine need for escalation.
Performing regular trend analysis to identify out-of-normal performance warranting additional investigation.
Working with the Sensor Lead to communicate the status, risk, and impact of emerging problem areas to Incident and Problem Management processes.
Reconciling ASI reports with incidents detected on the network to avoid false positive reporting.
Collect and document all available data on potential and actual problem areas in order to support rapid hand-off to problem management, event, or incident response teams when necessary.
Creation of daily PowerPoint slides used for operations check briefing covering high interest items happening across the enterprise on a day-to-day basis
Create After Action Reports as needed.
Routine, hourly scans of all tickets submitted in Remedy across the Enterprise.
Proper documentation/escalation of identified issues and detailed Technical Reports.
Prioritizing trouble tickets in accordance with established guideline.
Analysis of symptoms presented in tickets, then documenting and reporting the results.
Answer calls and provide guidance and training on policies and procedures to team members.
Telos CorporationClient Support Technician
Dec. 2018 - Feb. 2019Omaha, Nebraska
IBEXTech Support
Nov. 2018 - Nov. 2018
IBEXTier 1 Tech Support
Aug. 2018 - Dec. 2018NEw Braunfels, TX
US ArmyNetwork Administrator
May. 2015 - May. 2018Grafenwoehr, Germany• Administrated 20 Systems and Active Directory, DNS, DHCP, SQL Server, Microsoft Exchange; designed and implemented security policies for file servers, backup servers, and system workstations resulting to a 100% up rate • Configured 20 networks using the Open Systems Interconnection (OSI) Model and Dynamic Host Configuration Protocol (DHCP)for classified (SIPR) and unclassified (NIPR) servers to offer scalable solutions to assist in the administrative management of 200 IP addresses
• Received weekly calls and trouble tickets as Network Operations (NETOPS) Service Desk Manager to process incident and problem requests, change requests, availability management, and user interaction assistance with a {24hr} rate of resolution, 50% faster than organizational standard
US ArmyIT Specialist
Aug. 2011 - May. 2015Information Technology Specialist
• Managed LAN/WAN, TCP/IP, data protocols, and cyber security configurations for an enterprise network supporting end users in remote locations ensuring 100% of the computers on the network communicated efficiently
• Installed, hardware, software, and device drivers on 60+ standalone computers; tested workstations, peripherals, hardware and software; upgraded software, patches, and {Cisco} ensuring ZERO lost man-hours due to system downtime/inoperability
• Cross-trained during man-power shortage and installed, operated, and maintained satellite communications subsystems and communications security (COMSEC) devices such as SKL, TACLANE, }that ensured 100% security and encryption of communications and data
ACSTier 1 Tech support Team Lead
May. 2007 - Jun. 2010Raleigh-Durham, North Carolina AreaSupervised daily operations of a 20-person support call center in fielding an average of 2,000 incoming customer calls daily to analyze routine and non-routine issues with wireless equipment, software applications, and network performance to identify the root cause and deliver a solution.
• Identified as “subject matter expert” in wireless technology troubleshooting basic and complex technical questions on {SPRINT MOBILE DEVICES} which led to promotion to supervisor
• Advised employees on complex solutions that required follow-up with research or escalation to higher tier support that reduced customer wait times by 20%
• Conducted 160 hours of training to empower employees in the use of critical thinking during troubleshooting even when it required to deviation from standard screens, scripts, and procedures decreasing the need for ticket escalation by 25%
• Received notification from management of recurring issues and communicated information to the team within 5 to 10 minutes of receipt which maintained shift productivity by minimizing call time spent on known issues
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