Help Desk Security

Gary J. Wolter

**** ****** **** #*

Richmond, Ky 40475 US

Phone: 859-***-****

****.******@*****.***

Employment History

Computer Ease (IT Manager)

June, 2015-Current

Satellite Dish/Cable TV, Internet Installer

Wireless Internet Administrator

Computer Help Desk Administrator

Active Directory Experience

Email Accounts Administrator

Remote PC

Virus, Malware and malicious code removal

Information Systems Security

Help Desk Lead

Directorate of Information Management

May, 2010 June, 2015 (5 years 1 month)

40, Information Technology Specialist, GS-2210-9-05, DOIM, Bluegrass Army Depot, Richmond, Ky, 40475

I was recently working as an Information Technology Specialist (Senior Help Desk Lead) at the Bluegrass Army Depot, Directorate of Information Management (DOIM)

I was responsible for providing Customer Support Services to all assigned users of the Command and directing younger Help Desk personnel in their day to day duties to ensure a seamless operation

I monitored the Computer Help Desk and responded appropriately and dispatched other HD personnel to resolve any issues with their workstations, hardware, commercial off-the-shelf (COTS) software or Government produced computer software

I have extensive knowledge of troubleshooting specialized equipment and complex software that supports the equipment and I organized and conducted training to younger IT HD personnel

Managed the Active Directory by maintaining accurate information on each asset and user and assigning the proper permissions.

I encouraged and enforced a help desk ticket system using Enterprise software that allowed a full circle of success

This included responding to a call or trouble ticket, noting caller's information, problems, and remedies to correct the issue

This created shorter down time for the end users by already having a fix in place for reference

I provided formal and informal training and instructing users on the proper and most efficient use of the software on their assigned PC

I documented every work order submission and resolution as well as provide technical training to the customers ranging in many different skill levels and grades to include the Commander and Deputy Commander and the whole chain of command as well as everyone in the different Directorates

I provided complex technical instructions both formal and informally on the use of the software programs and installed hardware that were to be installed and serviced by our help desk

I supervised the installation and configured different technical software for use with the numerous complex mission specific needs such as tracking software used to maintain inventories of stocks, shipment tracking, CAD software for development of War Fighter vehicles, safety of the Soldier, and for other needs such as morale and recreation

I have over 10 years experience of MWR specific software that prevents pilferage, food operations (RECTRAK, FOODTRAK, and other Army MWR designed applications that save money, provide fresh foods, and maintains the Army Recreation Program)

Army baseline and mission specific applications and hardware to include barcode printers, scanners, and supporting of the software required to make these work

I provided my help desk support by receiving work orders from telephone calls, work order submissions, and will help the customer by remotely connecting into their computers, instructing the user over the telephone or physically going to their location and correcting the problem to minimize the loss of productivity. I provide guidance to users and techs on the use of their IT assets through informal and formal instruction

I troubleshoot and correct all IT problems to include printers, network access, removing malicious software such as malware, viruses as well as installing and configuring anti-virus software

I install hardware and software for Video Telephone Conferencing, I install and configure webcams and microphones for DCO meetings as well as provide training to the users in the entire command who are participating in the DCO meetings and install and configure other hardware and workstations required for the mission such as digital senders, fax machines, printers, plotters, VOIP phones, Black Berry devices, and label printers

I install software and upgrades, as well as hardware and hardware upgrades, supporting software for the devices such as the hardware drivers

I image new workstations by installing Army Baseline and Commercial off-the-shelf (COTS) software as well unique software to support the mission and provide the best customer support and services

I have established baseline Ghost images for Army Golden Master (AGM) like configuring images that are used to create new PCs both laptop and desktop workstations and I apply Internet Explorer advanced settings for optimization of system access and compatibility with commercial and government websites

I create disk images with Norton Ghost to expedite new workstation set up and deployment using the Army Gold Master, and tailoring them for use with the many different missions of the Depot

I have extensive knowledge of many different operating systems that are used and can teach personnel on each program used in daily operations

I have extensive experience installing, configuring, and modifying programs to include Microsoft Windows, all versions from 3.0 to Windows 8, hardware drivers and software programs used for web design, graphic editing, and tools such as Auto CAD, Corel and Adobe

I have over 20 years of imaging, and creating new workstations and making them all compliant with US Army Information Assurance and DoD standards applicable regulations

I overseen the configuration of each new workstation to allow the end user to have access to specific sites used for daily operations

I provided on-going customer support for all users throughout the command by providing software upgrades, troubleshooting hardware and compatibility issues and installed new workstations

I applied past knowledge, lessons learned and experience to maintain accountability of US Army assets and turn in equipment for final disposition to include DRMO, and QRP

I also work with DRMO the BGAD Property Book Office to configure computers that are no longer needed to be use in local schools. I perform periodic inventories of equipment; turn-in excess IT equipment and destruction of hard drives

I created a database that can track all issued IT equipment

I troubleshoot network connectivity, correct problems found, and cross trained other Help Desk personnel to quickly and professionally configure, and install network devices

I provided customer service and support to customers and the Network team by installing new cables, and configuring the hardware to work on the Bluegrass Army Depot network. (LAN)

Supervised the Help Desk why responding to classified and PII leakage of sensitive data, viruses, malware removal and other serious incidents that would compromise security

Was recognized as a leader who leads from the front why allowing younger techs to succeed.

Tech L1/L2, and Information Management Officer (IMO)

IMCOM-K IMO

April, 2006 May, 2010 (4 years 1 month)

APO, AP 96271, Michael Bombonati, DSN: 753-3608

IMCOM-K

I performed duties as Information Management Officer for IMCOM-K, MWR

Maintained all computer work stations, building new computers by using Norton Ghost Images, troubleshooting and correcting software, hardware and other IT related devices

Wrote standard Operating procedures to follow during Network outages, incidents involving downed systems and created an easy to follow step by step procedural manual for all of the IT Tech employed

Lead a team of 5 IMO's to support our Help Desk and maintain the MWR Distribution Center and other activities ranging from The Southern Island of Chejudo to the DMZ in South Korea

We maintain all IT equipment and supported the local Help Desks throughout South Korea

My team specialized in the setting up of all new servers, LANs and WAN's for MWR

I trained personnel on computer operations and IT security, MS Office, all Windows platforms in both the English and Korean language and other related tasks to successfully complete the mission of IMCOM_K

I trained with Windows Servers and LAN/WAN administration

I provided technical assistance with the installation of hardware and software to include: Army supply, inventory tracking programs, time and attendance, security software. I provided training to new users, both Korean Nationals as well as American employees. I was the main point of contact for the unit on all matters concerning information security and purchasing of IT equipment and certifying it for use on the DOD networks. I set up and installed and configured file servers and was responsible for maintaining all MIS equipment and conducting customer support duties to include troubleshooting and correcting software issues

I enforced regulations related to IT Security, end-user agreements, and safety

I planned and recommended the purchase of new IT equipment for the unit as well as managing the disposition, purchases, and accountability of all commercial over the counter (COTS) software

Certified as Information Assurance Tech L1, and Information Management Officer (IMO).

Information Management Officer (IMO)

DoD

March, 1999 April, 2006 (7 years 1 month)

03/01/1999 to 04/15/2006

40, General Supply Specialist NF-2001-03, Bill Epperson, DSN: 763-3175

I served as a Information Management Officer (IMO), DoD contracting assistant and physical security officer

I maintained all MIS Property accountability, worked with the installation DOIM office for all connectivity to the KWAN (Korea Wide Area Network)

Maintained the file servers by monitoring, upgrading of software and setting up the Local Area Network

Assisted the MWR MIS Branch and Information Security Officers with training and enforcement of USFK IT compliance in several locations throughout the USFK

I upgraded workstations, set up LANs, and provided training for users

I received an incentive award for ensuring all computers were compliant within DA regulations

I trained users with the new operating systems like NT, 98, XP, and Vista and the respected MS Office apps

Integrated MWR Specific Programs such as Food TRAK, RECTRAK, TLMS, and VAMP programs to work with the MS operating systems

I assisted in setting up, monitor and correcting the NEO (Non-Combatant Tracking Operation) Servers to ensure timely communication amongst the NEO centers, the US Embassy, the USFK Command the whole evacuation program for timely tracking all NC's during an evacuation from Korea in case of an emergency. Received the Army Civilian Achievement Medal for service.

Patrol Supervisor, Training Officer

Edgewood

April, 1998 January, 1999 (9 months)

21005, John Bowman, 278-2222

I served as a Patrol Supervisor, Force Protection NCOIC and Training Officer for a squad, consisting of both DoD Police Officers and Military Police

I managed the training for force protection and emergency operations, law enforcement and soldier training for the Edgewood Arsenal Police Station

I developed a police reporting and evaluation system to ensure accurate and timely reports used by the patrols

Used Global Command and Control System (GCCS), SIPRNET

I trained personnel from two installations on DoD Force Protection

I was in charge of the physical security of weapons and equipment for the Police Station. Supervised the daily Law Enforcement personnel and conducted numerous investigations. Provided crime and missing person's reports, new crime trends and updates of regulations, policies, and amendments of the laws in federal, state, local, DOD, USMJ codes. Identified defects or weaknesses in the analytic work performed by officials responsible for the development of regulations and standards

I assured adequacy of policies, plans, directives, budgets, procedures, and other appropriate media required to plan and implement AT/FP projects, tasks, and operating programs for carrying out emergency response missions in an emergency AT/FP situation

Researched, wrote, and supervised/implemented the Antiterrorism (AT) plan and conducted investigations of crimes committed during my watch as well as force protection violations, preliminary espionage crimes, and routine Police investigations

Enforced Aberdeen Proving Ground regulations, state, federal (USC) and military laws (UCMJ)

I enforced the professional standards of each police officer assigned

Chaired the Force Protection Working Group, trained leaders and ensured unit compliance with the Area Antiterrorism Force Protection Plan

I've conducted in-depth security assessments and analyses on established security methods, and recommended security upgrades to deter terrorism

Provided guidance to the new Law Enforcement Officers

Conducted patrols both on and off the installation

Enforced my patrols to conduct mounted and dismounted patrols, creating more tips and cooperation from the public

I was responsible for the security and safety of more than 10,000 daily visitors, employees, and residences of the installation

Conducted several briefings and training classes designed to instill safety, public relations, and security protection guidance

Developed and administered security on such security topics as OPSEC and personnel security

Identified security weaknesses/deficiencies, inform management, and recommend appropriate corrective actions and briefs the Director of Security, Plans and Operations

Performs inspections and reviews of classified containers

Assisted numerous organizations and units in developing their security and force protection SOPs

I was awarded the Army Commendation Medal, for mentoring, leadership, and expertise

Maintained a Secret Security Clearance.

Education

Central Texas College

EDUCATION

EDUCATION:

Currently enrolled in IT Security, UM, GPA 3.5, 4 Year College Law Enforcement, GPA

3.8, Central Texas College, Total Credit hours earned semester: 51, General Studies,

Vincennes University

Criminal Justice

GPA 4.0, Vincennes University, Total Credit hours earned semester: 12, Criminal Justice,

Lassen Community College

Certificate

GPA 4.0, Lassen Community College, Total Credit hours earned semester: 30, 1989 Certificate,

Gateway Technical Institute

Degree date: 1990

Gateway Technical Institute

1990, W.H

Horlick.

Licenses / Certifications

Licensed to Operate Military Vehicles up to 2-1/2 Ton

Licensed to Operate 25 PAX, Bus

DoD

Security+

CBT

Certified as Information Assurance

GPA 4.0, Lassen Community College, Total Credit hours earned semester: 30, Certificate

Certified Ethical Hacker Training Course (US Army)

Certification course

Security Plus Certification Course

IASO (Information Assurance Security Officer) Certification Course

ISSO Information Systems Security Officer Certification Course 40 hours

Military Police Certification. Course, Cp. Carroll, Korea

US Customs Certification Course, Seoul, Korea (EUSA PMJ/USC)

Medals, 2 Army Good Conduct Medals, NCO Professional Development Ribbon, 4 Army Certificates of Achievement, 10 Army Certificates of Appreciation.

ISSO Certification

Military Police School,, Ft. McClellan, AL br

Patrol Dog Handler,, Korea br

Explosive Detector Dog Handler,, EUSA

Combat Life Saver,, 728th Military Police BN, Taegu, Korea

Special Weapons Physical Security Course, SIAD, Herlong, CA.

Forklift License,, Pusan, Korea

Information Management,, Pusan, Korea

Information Management Officer

Encryption Technologies

DOD Certifier I

Information Assurance Security Officer

Intrusion Detection and Risk Management

US Army CIO G-6/NETCOM Information Assurance Tech

Proficient with HTML. Member of the HTML Writers Guild.

Experienced with public speaking and teaching. Active member of the Fraternal Order

of Police, Lodge, MD. Life time Member of the VFW. Can read and write in Hangul (Korean

Language). Commended for being a leading force in the planning and implementation

of programs designed to keep Soldiers, and civilians abreast of current news, regulations,

and force protection information and safety training. Often called upon by peers

to assist with IT problems. Well experienced in military regulations, directives,

CFR's, Korean Customs Import/Export Laws and Information Management. Experienced

with acquisition, budgeting and Information Management policies and regulations.

Experienced as a hand receipt holder, inventory officer, and fund manager. Experienced

in procurement procedures and DOD Contracting. I have extensive experience working

with the Korean Customs Service, Korean National Police, and Community leaders. Objectives:

Law Enforcement, Customs Enforcement, Investigations, IT Systems, Supply and Logistics.

Achievements

(LAN). Supervised the Help Desk why responding to classified and PII leakage of sensitive data, viruses, malware removal and other serious incidents that would compromise security. Was recognized as a leader who leads from the front while allowing younger techs to succeed.

set up LANs, and provided training for users. I received an incentive award for ensuring

and force protection SOPs. I was awarded the Army Commendation Medal, for mentoring, leadership, and expertise. Maintained a Secret Security Clearance

Army Civilian Achievement Medal, Received 2 Army Commendation Medals for Expertise

Language). Commended for being a leading force in the planning and implementation

Professionalism, Dedication and Leadership, 1996 and 1998. Three Army Achievement

Medals, 2 Army Good Conduct Medals, NCO Professional Development Ribbon, 4 Army Certificates

of Achievement, 10 Army Certificates of Appreciation. Received an incentive bonus

from EUSA MWR G1, MIS Division for installing software upgrades on all of the MWR

Distribution Center Computers, Server and making all systems compliant with DOD Directives

in 20th Support Group MWR, Pusan Community. Received a promotion bonus for providing

IT expertise

Associations

Proficient with HTML. Member of the HTML Writers Guild

Police, Lodge, MD. Life time Member of the VFW. Can read and write in Hangul (Korean)

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