Air Force Manager
Resume:
Damian P. Hopkins
Burke, Virginia 22015
Phone 571-***-****
Email: ***********@*****.***
PURPOSE
To utilize managerial experience and computer skills, and leverage my experience to improve customer support, maximize workplace efficiency, ensure network integrity and mission accomplishment.
SKILLS:
Proficient in Microsoft 2000, XP, Windows 7, and Windows 10, Microsoft Office, VPN, Remote Desktop, Computer trouble shooting, Computer re-imaging using Norton Ghost and other imaging software, software, network setup, Photo processing, filing, and types 65 WPM.
Active Secret Security Clearance
CompTIA Security plus –Sept 2023
PROFESSIONAL EXPERIENCE:
Perspecta April 2009- Present
Field Operations Leader Washington Navy Yard March 2013 - Present
Responsible for the day to day operations of 40+ technicians at Washington Navy Yard
Responsible for onboarding and processing all new hires accounts (Service Manager 9, user account, NIPR admin account, SIPR admin account and CAC)
Responsible in making sure team had proper tools and guidance on policies and practices of NGEN contract.
Provided training and guidance to various technicians for ticketing system, SM9.
Provided after hours support of VIP issues (iPhone, computer, printer, and software issues)
Tracked compliance of upgrade to Windows 10 image for internal Perspecta machines.
Coordinated with upper management/leadership to for proper processes and information to relay to staff.
Responsible for resolving escalations both internal and external
Responsible for situation reports (SITREP) for high visibility issues.
Performed audits on tickets in Remedy and Service Manager 9
Responsible for tracking team performance metrics.
Uploaded and maintained Washington Navy Yard’s data on Sharepoint
Created step by step documents on how to create accounts
Created documents for escalation points
Met with customers regarding escalations and other issues with Field Services
Responsible to make sure internal machines were compliant with latest software and patches
Asset Manager January 2010 to March 2013
Responsible for Asset Management
Provided guidance on replacing blackberries, air cards, desktops, and laptops under the Missing, Lost, Stolen, or Damaged process.
Provided guidance on disposal of equipment that needed to be sent to staging
Provided guidance on ordering replacement parts from HP and Dell
Responsible for ordering replacement blackberries for Base Operations team
Responsible for providing guidance on blackberries to the National Capital Region (getting them reactivated, replaced, etc.)
Customer Service Representative April 2009 to January 2010
Responsible for updating tickets in Remedy and Service Manager 7
Provided VIP customer support for issues regarding XP issues and Office 03/07 issues
Supported over 300 users with Microsoft XP issues
Supported users with Office 2003 and some 2007 problems.
Setup VPN’s and Blackberry’s for various commanding Officer’s.
Supported users with hard drive issues (re-imaging and recovering issues)
Troubleshot and assisted users with Microsoft XP and Office 2003/2007 issues.
Utilized remote Desktop to install software, push patches, map disk drives, and set up printers
Troubleshot and assisted users with printer issues
Pushed latest images to desktops/laptops on the Washington Navy Yard as required
Assisted with isolation and clean-up of electronic classified spillages affecting 80+ users, restoring NIPRNET system services and protecting sensitive Navy data
Responsible for ensuring machines were up to date with latest patches
Relocated from Colorado February 2009
Spherion, Boulder, Colorado May 2008 - February 2009
Network Coordinator
Provided Phone and Desktop support to over 100 users.
Troubleshot and assisted users with Microsoft XP and Office 2003 issues.
Responsible for routing network outages through proper channels.
Troubleshot and replaced hard drives, power supplies, RAM, Video cards, etc.
Responsible for creating tickets in oracle-based tracking systems for network outages.
United States Air Force, Alaska/Colorado May 2003 – March 2008
Information Manager
Supported over 300 users with Microsoft XP issues.
Migrated users from 2000 to XP.
Backed up user’s hard drive data to network and tape drives.
Installed and configured Outlook mail accounts and coordinated Exchange Account setup.
Supported users with Office 2003 and some 2007 problems.
Setup VPN’s and Blackberry’s for various commanding Officer’s.
Utilized Active Directory including password resets, user account additions and deletions, the assignment of groups and permissions.
Pushed Ghost images to new Dell laptops and desktops.
Utilized remote Desktop to install software, push patches, map disk drives, and set up printers.
Responsible for ordering computer supplies and parts from AFway.
Responsible for Windows XP and driver upgrade computers.
Responsible for managing offices files through AFRIMs.
Responsible for sending correspondences.
HONORS AND ACTIVITIES
oHonorably discharged from United States Air Force on 6 March 2008
oReceived the Good Conduct Medal
oReceived the Global War on Terrorism Medal
oReceived Air Force Information Manager of the Quarter Apr-Jun 2004 award
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