Tucson, Arizona, United States
System administrator with extensive customer service experience, intent on contributing to a revolution in cybersecurity
• Acted as Deputy Director of Test Technology and Laboratories (Since June of 2021 till present) while, in tandem, acting as the Service Desk and Realistic Battlefield Environment (RBE) Task Lead roles. • Managed funding responsibilities related to an average of 50+ Work Breakdown Statements (WBSs) including spending forecasts, allocations, SLIN/CLIN impacts, and frequent discussions with government personnel in regards to funding and team planning. • Frequently briefed VIP personnel on ongoing and future planned team activities. • Analyzed and approved Performance Work Statements, created cost estimates for projects in excess of $500,000 dollars and assisted with a $2.7 million dollar cost estimate. • Managed 60+ personnel across 11 different teams. Teams included Quality Assurance/Configuration Management, Software Development, Realistic Battlefield Environment, Global Positioning Lab, Combat Survivor Evader Locator Team, Vehicle Tactical Engagement Simulation System, Environmental Test Facility, Antenna Test Facility, Anechoic Chamber Testing, IT Service Desk, and SharePoint Development Team. • Assisted with the implementation of cross training and personnel usage efficiencies across teams in order to reduce the number of part time on call personnel usage. • Assisted with a current contract rebid process involving preliminary/preparation, and pink/red team taskings. • Acted as the interim Task Lead for the Realistic Battlefield Environment (RBE) section of the Electronic Proving Grounds for three months while training/transitioning a permanent replacement. Successfully accomplished goals focused on the reparation of previous Task Lead failures. Tasks included the elimination of motor vehicle incidents, logistics/property control issues, and improving the efficiency and motivation of team personnel.
• Acted as the Service Desk Team Lead, advancing the contract maturity capabilities of advanced and efficient support. • Developed numerous PowerShell automation scripts saving hundreds of hours of previously manual tasks. • Developed professional and long-lasting relationships with VIPs and customers throughout the command. • Assisted coordinating multiple command wide migrations of users from virtual machines to laptops, supporting telework requirements, PIV migration, Windows 1909 and manual patching while adhering to COVID-19 safety procedures. • Coordinated efforts to vastly improve documentation on standard operating procedures, checklists, how to guides for end users, new technician training guides and technical documentation used by system administrators. • Successfully executed a command wide AV/VTC upgrade to modernize IT infrastructure capabilities in all of Electronic Proving Grounds conference rooms. Adhered to DoD equipment and STIG requirements. Coordinated and obtained equipment quotes and specialized external personnel. Oversaw project installation from conception to fruition while advising key stakeholders, room capabilities and design, scheduling, and adapting solutions for changing requirements. • Assisted with advanced troubleshooting of technical issues assigned to counterpart teams within the Office of the CIO.
• Promoted to assistant team lead for service desk within 8 months after hire. • Provide Tier 1 and Tier 2 desktop support to end users, both in person and remotely with DameWare. • Assisted with issuing and receiving service desk equipment and hand receipt property management. • Assigned service requests to technicians and assisted with troubleshooting issues. • Assisted with daily briefs and weekly meetings to improve situational awareness of technicians. • Imaged factory bare metal machines to AGM using installation disk, PXE with SCCM, and custom ISO images. • Ensure security compliance standards and guidelines are implemented on each computer. • Created and maintained Active Directory accounts and permissions for users and computers. • Experience with AD organizational units, security groups, and NTFS/Share permissions. • Provided hardware maintenance and replaced/upgraded components. • Migrated user data from local hard drives and network shares (Windows Migration Wizard and manual). • Assisted with executing an organization wide equipment lifecycle transition and OS migration from Windows 7 to Windows 10. • Assisted with installation of network cabling and infrastructure. • Assisted with replacement/upgrade of existing printer solution to require smart card authentication. • Destroyed sensitive hard drives in accordance with DoD policy. • Practiced self-taught PowerShell scripting knowledge to automate the collection of computer information throughout the network (Hostnames, Serial Numbers, Computer Make/Model, OS Version, Wired/Wireless Mac Addresses etc.) • Assumed primary support of EPG’s entire AV/VTC responsibilities. • Scheduled and supported classified and unclassified video teleconferences, and audio-visual support for the entire organization. • Configured and installed Polycom HDX Series Codecs, MDVNS and A/V equipment while adhering to STIGs.
• Provided Tier 1 IT support on behalf of the Army Enterprise Service Desk for SIPRNET users. • Interacted with customers to troubleshoot, collect information, resolve and escalate IT incidents. • Promoted to L2 Team Lead position 5 months after hire. • Exercised limited admin permissions to assist users with AKO-S and SIPR Enterprise Email access (DEPO). • Extensive use of Microsoft Office 2012. • Input service requests and incidents in multiple versions of BMC Remedy IT Service Management software. • Automated portions of ticket auditing analysis (using Excel macros) to assess accuracy and quality of technician submitted tickets. • Worked directly with supervisor to improve desk procedures and practices, including changes in coordination with the SIPR SIF development team to increase efficiency and speed of incident creation. • Coordinated with DISA technicians to collect information for elevated tickets. • Acquired knowledge of DoD/Army culture (terminology, practices, and structure). • Assisted team members in daily desk duties.
• Acquired intricate, hands on knowledge of physical security and its relation within multiple fields of employment. • Assisted in design, customer acquisition, and estimates of client steel working contracts. • Interacted with clients including appointment scheduling, customer satisfaction, and receiving payments. • Fabricated from scratch: Steel security doors, windows, gates, fencing and artistic steel creations. • Assisted in CNC PlasmaCAM use including designing cutouts from a computer-based GUI.
• Acted as General Manager overseeing and directly managing employees, finances, marketing and advertisement on site in Comayagua, Honduras. • Worked directly in conjunction with company Founder (+15 years of cyber security experience within the DOD), absorbing guidance and self-study direction towards the goal of fulfilling any skills we lacked within the team. • Installed, configured, administered, and maintained an small Windows 10 computing environment (~10 computers). • Created, managed, and secured user accounts. Including migrating users/data, restoring/troubleshooting failed systems, maintaining backups and auditing user activity. Implemented web-filters to restrict user activity. • Utilized, maintained, and managed shared folders and data through Cloud architecture. • Developed and implemented store procedures, organized human resource processes, and worked in conjunction with team on legal requirements of the business, both Honduran and United States procedures. • Prototyped, developed, and produced a secure Tablet Kiosk System for deployment in public locations around the city that worked in conjunction with our paid Hotspot option for users. • Developed a number of basic Android Apps to perform functions and facilitate customer interaction with different areas of the company. - Android Eclipse SDK • Assisted in the creation and maintenance of the Mercado-Maya.com site developed on the NopCommerce platform. • Acted as Lead Graphics Designer for all marketing, advertisement, site content, logo implementation, and a variety of miscellaneous graphics editing. – Adobe Photoshop Elements 11 • Directed, photographed, and edited a series of tutorial videos developed for clients to ease the learning curve of different areas and services provided by the company. – Adobe Premiere Elements 11
• Performed duties as a Waiter (Server), and a Delivery Driver. Two and a half years in each job, cumulating to 5 years of customer service experience. • Held the record for most deliveries taken in a single day as a Delivery Driver. • Proudest performance as a server was receiving forwarded compliments from management after catering to a lunch party of 50 customers whose total time in store was less than one hour and fifteen minutes.