IT Service Desk Manager
General Dynamics Information Technology
Skills
SDC, peripherals, TMAP, Information Management, Dynamics, Windows servers, test scripts, cloud, user accounts, Active Directory, virtualization, VMware, Microsoft Windows, server 2012/2008, Windows 7/8/10, network performance, VOIP, malware, laptops, programming, bug fix, LAN, SCCM, Sharepoint Mangement.
Project history
10/2019
-
05/2021
General Dynamics Information Technology - Panama City Beach, FL
* Supported AFCEC Civil Engineer Control System cybersecurity initiative contract for the United
States Air Force.
* Oversaw team of service professionals focused on providing technical support, Information
Awareness, RMF, eMass, and network deployment support.
* Monitored team performance, adhered to service level agreements (SLAs) and provided detailed
job training.
* Analyzed complex project server issues and worked on large enterprise and business-critical
applications.
* Directed Technical Support Team and Enterprise Information System Security Officers (ISSO)
staff in support of networked and stand-alone Facility Related Controls Systems/Industrial
Control Systems.
* Standardized job tasks and trained junior team members on industry best practices and
standards.
* Resolved escalated issues by serving as subject matter expert on wide-ranging issues related to
Facility Related Control Systems/Industrial Controls Systems, including Windows servers,
workstations, and network devices.
* Effectively manage, develop, and trained the service desk team. Ensured that all processes used
by the service desk are thoroughly documented, consistently audited, and regularly improved.
Conduct and share results from service and operation performance reviews.
* Supported AFCEC Civil Engineer Control System cybersecurity initiative contract for the United
States Air Force.
* Oversaw team of service professionals focused on providing technical support, Information
Awareness, RMF, eMass, and network deployment support.
* Monitored team performance, adhered to service level agreements (SLAs) and provided detailed
job training.
* Analyzed complex project server issues and worked on large enterprise and business-critical
applications.
* Directed Technical Support Team and Enterprise Information System Security Officers (ISSO)
staff in support of networked and stand-alone Facility Related Controls Systems/Industrial
Control Systems.
* Standardized job tasks and trained junior team members on industry best practices and
standards.
* Resolved escalated issues by serving as subject matter expert on wide-ranging issues related to
Facility Related Control Systems/Industrial Controls Systems, including Windows servers,
workstations, and network devices.
* Effectively manage, develop, and trained the service desk team. Ensured that all processes used
by the service desk are thoroughly documented, consistently audited, and regularly improved.
Conduct and share results from service and operation performance reviews.
05/2019
-
10/2019
IT Service Desk Supervisor
Davidson Technologies
Davidson Technologies - Panama City Beach, FL
* Supported AFCEC Civil Engineer Control System cybersecurity initiative contract for the United
States Air Force.
* Managed daily operations of the AFCEC COOI Service Desk.
* Supervised Technical Support team in recognizing, identifying, isolating, and resolving
problems with CE COINE domain and its services.
* Supervised the installation, testing, and setup of new hardware and software.
* Created and maintained Service Desk Knowledge Base articles and Standard Operating procedures.
* Supported AFCEC Civil Engineer Control System cybersecurity initiative contract for the United
States Air Force.
* Managed daily operations of the AFCEC COOI Service Desk.
* Supervised Technical Support team in recognizing, identifying, isolating, and resolving
problems with CE COINE domain and its services.
* Supervised the installation, testing, and setup of new hardware and software.
* Created and maintained Service Desk Knowledge Base articles and Standard Operating procedures.
12/2016
-
07/2018
PC Support Technician
Vectrus Inc.
Vectrus Inc. - Vicksburg, MS
* IT support for the Engineer Research and Development Center - US Army in Vicksburg, MS.
* Installed, troubleshot, and repaired computers, network equipment such as servers, switches,
related PC software, and VOIP phones.
* Investigated information, network, and communications needs of users. Used Remedy ticketing
system to track incidents, requests, and work orders.
* Documented all server and network problems and other unusual events in detail.
* Scheduled and performed software and hardware improvements, upgrades, and patch installation.
* IT support for the Engineer Research and Development Center - US Army in Vicksburg, MS.
* Installed, troubleshot, and repaired computers, network equipment such as servers, switches,
related PC software, and VOIP phones.
* Investigated information, network, and communications needs of users. Used Remedy ticketing
system to track incidents, requests, and work orders.
* Documented all server and network problems and other unusual events in detail.
* Scheduled and performed software and hardware improvements, upgrades, and patch installation.
12/2015
-
12/2016
Help Desk Support Specialist
Horne LLP
Horne LLP - Ridgeland, MS
* Removed malware, ransomware and other threats from laptops and desktop systems.
* Configured hardware, devices and software to set up work stations for employees.
* Loaded software, granted permissions and configured hardware for new employees as part of
onboarding process.
* Provided daily technical support on the use of various products to over 690 HORNE employees.
* Reported complex technical problems that require programming or bug fix actions to level three
(Operations team, Development team) or software vendor for resolution.
* Ensured timely and effective resolution of helpdesk requests, according to company SLA.
* Removed malware, ransomware and other threats from laptops and desktop systems.
* Configured hardware, devices and software to set up work stations for employees.
* Loaded software, granted permissions and configured hardware for new employees as part of
onboarding process.
* Provided daily technical support on the use of various products to over 690 HORNE employees.
* Reported complex technical problems that require programming or bug fix actions to level three
(Operations team, Development team) or software vendor for resolution.
* Ensured timely and effective resolution of helpdesk requests, according to company SLA.
10/2014
-
10/2015
Help Desk Analyst
Apex Systems, Inc
Apex Systems, Inc - Clinton, MS
* Contractor for Lockheed Martin supporting Mission Support Services and the Bureau of Alcohol,
Tobacco, Firearms and Explosives (ATF) ESA4 Help Desk.
* Assisted customers with troubleshooting issues encountered while using hardware or software to
provide actionable tips to resolve problems.
* Provided support to end users relating to hardware and software, computer applications, LAN
components and peripherals.
* Deployed software on Active Directory using SCCM.
* Managed users/devices account on Active Directory.
* Executed appropriate problem escalation procedures in a timely manner according to SLA.
* Contractor for Lockheed Martin supporting Mission Support Services and the Bureau of Alcohol,
Tobacco, Firearms and Explosives (ATF) ESA4 Help Desk.
* Assisted customers with troubleshooting issues encountered while using hardware or software to
provide actionable tips to resolve problems.
* Provided support to end users relating to hardware and software, computer applications, LAN
components and peripherals.
* Deployed software on Active Directory using SCCM.
* Managed users/devices account on Active Directory.
* Executed appropriate problem escalation procedures in a timely manner according to SLA.
01/2010
-
04/2015
Section Supervisor/Administrative Specialist
U. S. Marine Corps
U. S. Marine Corps - Pensacola, FL
* Supervised and trained clerks, audited processed work, and researched and corrected accounts.
* Over viewed office personnel ensuring all duties were performed accurately and timely.
* Guided customer service representatives to ensure that workflow met high company standards
* Supervised and coordinated activities of workers engaged in customer service activities.
* Planned, prepared, and revised work schedules, according to workloads and customer needs.
* Supervised and trained clerks, audited processed work, and researched and corrected accounts.
* Over viewed office personnel ensuring all duties were performed accurately and timely.
* Guided customer service representatives to ensure that workflow met high company standards
* Supervised and coordinated activities of workers engaged in customer service activities.
* Planned, prepared, and revised work schedules, according to workloads and customer needs.
04/2013
-
09/2014
Application Support Specialist
Datanetics, LLC
Datanetics, LLC - Hurlburt Field, FL
* Provided support in entering and verifying data and military records as they related to
Personnel Tempo (PERSTEMPO) as well as other elements and features as they come online within
Defense Ready.
* Identified issues within the system and provided recommendations to supported units on the best
possible ways on using the Defense Ready program to meet their unit's tasks and reporting
requirements.
* Implemented company policies, technical procedures and standards for preserving the integrity
and security of data, reports and access.
* Provided support in entering and verifying data and military records as they related to
Personnel Tempo (PERSTEMPO) as well as other elements and features as they come online within
Defense Ready.
* Identified issues within the system and provided recommendations to supported units on the best
possible ways on using the Defense Ready program to meet their unit's tasks and reporting
requirements.
* Implemented company policies, technical procedures and standards for preserving the integrity
and security of data, reports and access.
Local Availability
Only available in these countries:
USA
