Help Desk Manager

Paul Garcia

Liberty Hill, TX Fall ****

****.*******@*****.*** 325-***-****

linkedin.com/in/paul-garcia-775053106

Summary

IT Professional for the Department of Defense

Posses active TS / SCI Clearance

MSCSA, SEC+, A+ Certified

12 Years total IT experience

Experience

Senior Windows System Administrator

General Dynamics Information Technology

Jul 2019 - Present (1 year 10 months +)

Ensured full and incremental data backups were successful; performed data restore for users as needed

Assisted with implementation of Windows Update Services server which greatly reduced administrator overhead for routine patching and security analysis duties Maintained Windows PKI smart card services and Intermediate Certificate Authority servers to ensure secure login availability

Offered assistance to the Help Desk support to thousands of users across the enterprise with escalated issues and further trained the Help Desk employees how to identify, diagnose and troubleshoot escalated issues

Configured, imaged, deployed, and integrated new equipment and Windows 2016 servers into the environment virtually through VMware

Performed daily system monitoring, verifying the integrity and availability of all hardware, server resources, and reviewing system and application logs Information Technology Service Desk Manager

General Dynamics Information Technology

Nov 2019 - Present (1 year 6 months +)

Manage team of service desk professionals, coordinating team to get most efficient production to lower SLAs and improve response and turn around time for clients to have minimal interruptions in work capabilities.

Monitored Service Desk performance against key performance indicators and service level agreements to ensure service and quality objectives were met

Improved reporting metrics, create, maintained and updated operational process documentation that improved collaboration with other service desks and units. Participated on several projects resulting in effective implementations. Conducted all hiring, training/mentoring, scheduling and performance reviews of 20 Desk/Field Level I/ II/III technicians

Create and manage accounts for over 4000 users in Active Directory across the CONUS Create and modify standard operation procedures (SOPs) for service desk at the Headquarters level and below

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Managed yearly department budgets (hardware and software), maintained an up to date list of asset management, and purchased department inventory.

Monitored personnel Key performance indicators in order to track the performance of the entire team. Developed scorecards and monthly reports which was presented in monthly managers' meetings. Administer Accounts in Active Directory to set user permissions and policies for specific roles and responsibilities

Change User Permissions using Group Policy editing on local/stand alone devices Use Remote Desktop software to push updates, software installations, group policies and updates Information Technology Service Desk Team

General Dynamics Information Technology

Jul 2019 - Nov 2019 (5 months)

Coordinate, supervise and manage highly technical staff delivering mission-critical services Support US Army INSCOM with day to day IT Service needs and requirements Assist in IT projects and events by coordinating and providing equipment and personnel Create and edit Standard Operating Procedures to guide current and future techs in processes to get various tasks accomplished

Tier 3 Field Support Technician

Insight Global

Dec 2018 - Jul 2019 (8 months)

Troubleshoot and repair devices for the DoD Military personnel and contractor/employees across on Andrews Air Force Base as sole IT Technician

Perform network diagnostics on NIPR/SIPR networks via coordination with clients and system administrators

Perform hardware and software updates and repairs on Hewlett Packard (HP) desktops, laptops and printers all tracked to 100% accountability on HP Service Manager Under minimal direction, applied specialized knowledge in a single discipline such as assembly/ integration, cross-discipline functions, data engineering, industry expertise, knowledge engineering or legacy evolution.

Interacts with the customer to gain an understanding of the business environment, technical context and organizational strategic direction.

Defines scope, plans and deliverables for assigned projects. Collects, identifies, defines and organizes detailed user and information technology requirements. Coordinates and collaborates with others in analyzing collected requirements to ensure plans and identified solutions meet customer needs and expectations. Confirms and prioritizes project plans and deliverables with the customer. Applies metrics to monitor performance and measure key project criteria. Establishes and maintains security, integrity and business continuity controls and documents. Participates in special studies.

Assists information engineers on application of specialized knowledge to coding, testing, implementation and documentation projects.

Desktop Support Specialist Tier 2

SPEAR, A CALIBRE Company

Jul 2018 - Dec 2018 (6 months)

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Provide Level 2 support on Windows 7/10 machines for 1,000+ local/remote Department of Education Office of Federal Student Aid users

Manage and/or generate tickets on Remedy and Log Me In – approximately 250 per month. Meet Service Level Agreement deadlines at an adherence rate of 99% Maintain, generate and edit user information on Active Directory. Make changes to the computer registry to provide or change access to Government Furnished Equipment (GFE)

Reimage machines and verify that they are compliant with the department’s standards before deployment.

Hands on repair and upgrades of GFE; which includes installing new user setups Computer Repair Technician

Geek Squad

Oct 2016 - Jan 2018 (1 year 4 months)

Provide customer service in person and over the phone informing clients of store information and computer troubleshooting internet connectivity issues, faulty software or general questions regarding devices and technology using my personal knowledge if unable to do the repairs in-house referred clients to allow us to escalate the repair to the required technicians Diagnose and repair personal computers (Windows Device i.e. XP, Vista, 7, 8, 8.1, 10, Macs and some GPS devices using in house software and general manual fixes within in the OS software in a timely and accurate manner

Install computer hardware such as hard drives, video cards, RAM and other components Provide clients with solutions to their computer repair needs and as well as educate clients on troubleshooting

Data and information Management of hundreds of client’s information per week maintaining 100% accountability

Field Services Technician

Angelo State University

Feb 2015 - Jul 2016 (1 year 6 months)

Provide Information Technology support to over 350 faculty members and approx. 8,500 students. Troubleshoot computer operating systems such as Windows 7/8/10 and Mac OSX Give customer service and feedback to end users on how to resolve issues regarding their IT equipment.

Resolved application issues, virus or malware infections, printing and networking issues. Understood basic networking and troubleshooting functions. Analsyst

United States Air Force

Oct 2008 - Dec 2015 (7 years 3 months)

Processed requests for accounts and equipment needed from 1000+ military and government personnel

Installed computer systems, network connections and accounts for guest US and Foreign Ally units conducting training in the facility

Performed basic troubleshooting of computers, printers and networking issues to various NIPR/ SIPRNET machines

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Analyzed data that is used to drive tactics that will give the United States military the ability to find solutions for future problem sets

Evaluated and gave feedback to 1,200 or more personnel on their specific requests and tasks every quarter which assisted them in becoming more proficient in their careers Presented briefs on current intelligence and critical information to senior executive leadership to assist in finding solutions and make decisions that affected change on a global scale Produced intelligence reports to approximately 3000 professionals outside of the organization from employees to upper executive management

Education

Angelo State University

Bachelor of Arts (B.A.), Computer and Information Sciences and Support Services 2008 - 2026

Maintained an above 3.0 GPA

Licenses & Certifications

CompTia A+ - CompTIA

Issued Jun 2018 - Expires Jun 2021

COMP001021341441

Security + - CompTIA

Issued Jun 2018 - Expires Jun 2021

Projected 6 - 13 - 18

CIO/G-6 NETCOM IA - Microsoft Windows 10 End User - Skillsoft CIO/G-6 NETCOM IA - 70-698 - Installing and Configuring Windows 10 - October 2017 - Skillsoft

Microsoft Certified Solutions Associate (MCSA) - Microsoft Issued Jan 2021 - Expires Jan 2024

MCSA: Windows Server 2016 - Certified 2021 - Microsoft 989872380

Skills

• Electronic Data Security • • Blueprints/Technical Diagrams • • Classified Information and Materials Security

• • Logistics Support • • Intelligence Analyst • Problem Solving • Critical Thinking • Public Speaking

• Easily Adaptable • Resourceful in the completion of projects Honors & Awards

Non-Article 5 NATO Medal - Anders Fogh Rasmussen, Sectary General Oct 2014

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for service with NATO in relation International Security Assistance Force (ISAF) Operation in Afghanistan during 4/13/14-10/19/14

Joint Service Achievement Medal - Department of Defense Jan 2016

For working outside of my agency with joint military and government agencies to achieve the mission in Afghanistan. 04/13/14 - 10/19/14

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