At the U.S. Army's 101st Airborne Division, I supported more than 4,000 users across classified and unclassified networks in 24/7 mission-critical operations. I maintained 90%+ SLA attainment while personally closing an average of 30 tickets per week.
I advanced from Information Technology Specialist to Service Desk / Help Desk Lead, becoming the senior escalation point for Tier 1 and Tier 2 issues. I direct queue assignment, prioritization, shift scheduling, service-level reporting, and process recommendations for the support team.
I administer Active Directory, Group Policy, Microsoft 365, Exchange, VMware VDI, Cisco routing and switching, identity services, PIV/CAC credentials, MFA, certificates, and endpoint security. I troubleshoot issues across VPNs, firewall rules, SSL inspection, DNS, DHCP, hardware, software, and connectivity.
I've authored the SOPs, knowledge base articles, and technical guides my organization relied on, and trained more than 50 personnel in troubleshooting, endpoint management, documentation, and cybersecurity awareness. As a U.S. Army veteran with an active Secret clearance, I bring disciplined support leadership to secure, high-impact environments.
