Information Technology Specialist with more than 8 years of experience in the field as a contractor and with the United States Army. Extensive experience involved with Information Systems Management, Leadership and Network Management, Information Assurance and a variety of IT communications equipment and network administration.

• Systems upgrades
• Hardware/software installation
• Network administration and security
• System monitoring
• Clearance:
• Provided exemplary Technical/Customer support for all users utilizing the Advanced Analytics Platform (ADVANA) and all its programs to meet critical Department of Defense national security, mission, and business challenges. (QLIK, Databricks, iQuery, Streamsets, etc.)
• Assisted in managing the Service Desk and supported day to day operations which included SOP/Technical guide creation/revisions, working with different teams on projects, managing the team appropriately to reduce the ticket backlog, and conducting training seminars for staff on troubleshooting techniques and operational procedures.
• Maintained/Oversaw ticketing system awareness for both NIPR and SIPR enclaves resulting in the Service Desk resolving in over 150 tickets daily and recognizing proper ticket escalation procedures. (Jira)
• Performed Tier 1/2 tasks, handled user creations/configurations through the ADVANA supported programs, managed active directory for NIPR/SIPR enclaves, and conducted Facility Security Officer duties verifying user compliance.
• Improved internal processes for all Service Desk functions and initiatives to establish efficiency and complete customer satisfaction.