Robert Byrd
@robertbyrd
I secure and support mission-critical IT operations across federal environments.
United StatesWhat I'm looking for
I've supported secure, mission-critical IT operations across the U.S. Department of Homeland Security, FBI, Aurora Flight Sciences, and U.S. Navy organizations.
In my current End User Support Technician role at DHS, I install, configure, maintain, and troubleshoot endpoints, Microsoft 365 applications, network connectivity, VPNs, authentication, and access issues. I manage endpoint lifecycle activities, document resolutions in enterprise ticketing systems, and work with infrastructure, network, and cybersecurity teams while meeting federal security requirements.
Previously, I delivered Tier II/III support for FBI personnel in secure environments, including ServiceNow incident management, PKI credentials, smart card authentication, RSA tokens, asset tracking, and remote troubleshooting. At Aurora Flight Sciences, I administered Active Directory, Azure, Intune, Microsoft Office 365, VPN connections, and enterprise IT documentation.
My Navy experience spans intelligence analysis, GCCS command-and-control support, maritime security, ISR tactical control, and expeditionary intelligence. I bring nearly nine years of security-sensitive operational experience, CompTIA Security+, and hands-on home-lab work with networking, Linux, VPNs, DNS filtering, and network storage.
Experience
Work history, roles, and key accomplishments
• Install, configure, maintain, and troubleshoot desktops, laptops, mobile devices, printers, scanners, docking stations, and peripheral equipment.
• Diagnose and resolve hardware, software, operating system, network connectivity, VPN, authentication, and access-related issues.
• Support Microsoft Windows operating systems, Microsoft 365 applications, enterprise collaboration tools, and endpoint m
End User Support Technician
U.S. Department of Homeland Security
Jun 2026 - Present (2 months)
Install, configure, and troubleshoot desktops, laptops, mobile devices, and peripherals. Diagnose and resolve hardware, software, network, and access issues while ensuring compliance with federal security requirements.
Helpdesk Tier II/III
Federal Bureau of Investigation
May 2026 - Jun 2026 (1 month)
Provided Tier II/III technical support for FBI personnel in secure environments. Diagnosed and resolved hardware and software issues, managed incidents via ServiceNow, and supported authentication and asset management.
Provided Tier II/III technical support services for FBI personnel operating within secure environments.
Diagnosed and resolved hardware and software issues affecting desktops, laptops, printers, scanners, and peripheral devices.
Utilized ServiceNow to document, track, and resolve incidents, service requests, and technical support activities.
Installed, configured, and maintained computer hardware
Provided support services as a contractor.
• Specialized in ordinance and the exploitation of ordinance.
• Conducted detailed analysis of weapons systems, including design, functionality, and vulnerabilities.
• Utilized various intelligence sources, such as imagery and technical specifications, to gather data and generate comprehensive reports.
• Assessed threat levels and identified potential countermeasures to enhance operational effe
• Monitored and maintained IT systems, network infrastructure, and servers to ensure peak
performance and availability.
• Administered enterprise IT solutions including Active Directory, Azure, Intune, and
Microsoft Office 365.
• Diagnosed and resolved technical issues, minimizing system downtime and optimizing
efficiency.
• Ensured security compliance by managing VPN connections, enforcing pol
Served as an Intelligence Specialist in the U.S. Navy.
Monitored and maintained the functionality of the GCCS, a comprehensive command and control system utilized in military operations. Ensured the accurate and timely flow of information, supported decision-making processes, and maintained situational awareness for operational units.
• Monitored and maintained the GCCS, ensuring critical command and control system functionality.
• Facilitated accura
Specialized in analyzing and providing intelligence related to maritime security operations. Responsible for monitoring and assessing potential threats, risks, and vulnerabilities in maritime environments. Analyzed various sources of information to generate intelligence reports and recommendations for enhancing maritime security measures.
• Analyzed radar systems, satellite imagery, and open-so
Conducted Intel Tactical Control for assets involved in Intelligence, Surveillance, and Reconnaissance (ISR) operations. Played a critical role in coordinating and managing the collection, processing, and dissemination of intelligence information within the 5th Fleet area of responsibility.
• Conducted Intel Tactical Control for Fifth Fleet assets, ensuring effective tracking of adversary comba
Education
Degrees, certifications, and relevant coursework
Western Governors University
Bachelor's degree, Information Technology
2023 - 2026
Central Texas College
Associate of Science - AS
2012 - 2015
Central Texas College
Associate of Science, Science
2012 - 2015
Earned an Associate of Science degree, building foundational knowledge in science and technology.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Job categories
Skills
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