Support Specialist Active Directory

Larry D Miller

**** *** ******* ***** ******, AL 35611

256-***-**** (cell)

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

Clearance Level: Secret – Active

Veteran Army National Guard Honorable Discharge

Professional Experience:

Agile Defense

5250 Martin Road

Redstone Arsenal

Huntsville, AL 35898

February 28, 2023 – November 07, 2023

PEO Aviation IT Level Senior Admin

Service Now Software Ticketing System

Image Computers, Active Directory Administration for example

Adding customers, transfers, plus other Active directory Tools

Remote support using Dameware software.

Printer Support all aspects of replace toner, waste cartridges on printers.

Computer Support Diagnostics including monitor display configuration.

Installation and Issue Resolution of various software such as Java, Adobe, Citrix,

Workplace, Image View, Microsoft 365, Activclient, Jabber, Teams configure Outlook.

Tek Systems

310 Bridge Street

Suite 160

Huntsville, AL 35806

September 6th, 2022 – February 24, 2023

Project Client Support Admin MDA IRES Contract.

Implemented large and small IT projects.

Tasked to provide customers with person and phone support as needed.

Tasked with installation of project end user computer hardware i.e., laptops, monitors, desktops

Per IT project execution and implementation.

Columbus Technologies and Services

475 Quality Circle

Huntsville, AL 35806

May 3, 2021-July 21, 2021

Performed SME Computer User Support Specialist duties in support of customer requirements.

Computer User Support Specialist - Provided technical assistance to computer users. Answered questions or resolved computer problems for clients in person, or via telephone or electronically. Aided concerning the use of computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems.

Addressed end user IT incident tickets regarding hardware, software, and networking asking targeting questions to diagnose problems.

Walked customers through installing applications and computer peripherals, upgrading software, and troubleshooting basic IT issues.

Provided leadership and guidance, ensured on-time delivery, and execute all aspects of desktop technical assistance and support.

Ensured timely restoral and proper maintenance of USACE laptops/tablets/workstations and peripheral devices.

Provided recommendations on lifecycle replacement of equipment and support full-asset management lifecycle from acquisition to disposition IAW USACE policies.

Supported day-to-day logistics of deploying integrated solutions, including scheduling, provisioning, imaging, patching, securing, sanitizing, testing, tracking, distribution, storage, and transportation of assets.

Provided support for USACE COOP activities and USACE-approved training for new technology deployment at CONUS and OCONUS locations.

Identify, log and track user issues, software conflicts and hardware device conflicts through IT incident ticketing system; provide resolution and/or escalate for assistance.

Provide day-to-day technical guidance and desktop technical support assistance to team members. Updated and maintained a knowledge base for investigating, diagnosing, and resolving incidents as applicable.

Summit Technical Solutions IT Internal

Command Information Management Systems (CIMS III) Space and Missile Defense Command (SMDC)

ROC-H 6000 Technology Drive Huntsville, AL 35601

October 28,2019-Septemter 26, 2020

IT Point of Contact lead for Task Order 4 for Reagan Test Center provided IT Executive Support for High-Ranking Military and Civilian officials as well as 130 personnel.

Set up VTC Conference Calls for personnel at test center also.

VTC troubleshooting, ensured VTC operational including audio, multimedia components, CISCO Codec and Polycom equipment.

Coordinated installation with other client teams as needed.

Active Directory maintenance for thin clients, zero clients, and thick clients to ensure accountability and functionality.

Provided desk side field support. Such as laptop, towers, and zero clients connecting to VMWARE also CAC certificate insurability.

Set up desktop stations in office for new personnel such as monitors, computers, and Phones.

IT Full remote support

IT support field and remote daily responding to all IT issues that arise troubleshoot, repair, resolve quickly to ensure users are uninterrupted in their daily work

Prepared weekly and monthly reports for Task order 4

Technical Support Helpdesk II

EMCO Technologies Army Corp of Engineers 140 Research Blvd

Madison, Al 35758

June 05, 2018 – Dec 1, 2018

Duties:

-Provided desktop support to all Army Corp of Engineer sites

-Utilized Remedy Ticket system for documentation and tracking

-Analyze/resolve personnel issues

-Performed remote connection to assist customers

- Daily work in Active Directory, Mobile Armor, Bit locker, Blackberry server, XenMobile Server, Bomgar Remote Access Program and other applications

-Dispatch unresolved issues to proper Corp section for work/resolution

Enterprise Service Desk Specialist II

Key Bridge Technologies Army Corp of Engineers 140 Research Blvd

Madison, Al 35758

May 02, 2016 – June 04, 2018

Duties:

-Provided desktop support to all Army Corp of Engineer sites

-Utilized Remedy Ticket system for documentation and tracking

-Analyze/resolve personnel issues

-Performed remote connection to assist customers

- Daily work in Active Directory, Mobile Armor, Bit locker, Blackberry server, XenMobile Server, Bomgar Remote Access Program and other applications

-Dispatch unresolved issues to proper Corp section for work/resolution

Computer Program Support II

Chenaga Global Systems Navy Surface Warfare Center Panama City Beach, FL 32407

August 03, 2015 – February 02, 2016

Duties:

Research and prepare reports on task and assignments for the Webmaster Interface with analysts, architects, programmers and the customer.

Work with PCD Web Team to develop overall scope and implementation requirements.

Ability to work with business user to provide assessment of developed system in respect to the user’s needs.

Able to work with NSWC PCD employees providing training, resolve issues and questions Experience working with Personal Computers, Application Servers

Service Request/Tier 1 Agent

HP Enterprise System

Redstone Arsenal Building 4201 NASA MSFC

July 2013 – May 2014

Duties:

Worked with the HP Service Request Management system to support requests from NASA employees for services they needed or equipment they needed to order.

Monitored ticketing system queues for service requests to ensure prompt processing of requests within defined time windows, working within strict time scales.

Monitored and prepared daily reports on equipment orders, updating tickets with shipment status information from UPS and FedEx.

Identify trends and escalate quickly/appropriately.

Poject BRAC Army Material Command - Field Services Technician-

Alutiiq International Solutions, LLC 360 C Quality Circle, Ste. 300

Huntsville AL 35806

February 2011 - December 2012

Continued with EMCO Technologies with this project.

Duties:

-SIPR and NIPR accounts at Redstone Arsenal

-Perform troubleshooting of AMC user network issues on both SIPR and NIPR accounts

-Installed copper and fiber optic cables in switch and workstations

-Testing of copper and fiber optic cables in AMC building

-Imaging PCs for AMC

-Setup workstations in Redstone Arsenal AMC Building (install monitors, docking stations, laptop, and KVM switches)

-Technical computer skills – strong working knowledge and familiarity with numerous computer programs including Word, Excel, Access

-Provide on-site desktop support during AMC personnel move to Huntsville from Fort Bragg to resolve customer service request for various problems to include desktop network connectivity, desktop configuration, email, login and passwords,

CAC/PKI and application support. Problems not resolved during on-site support calls are routed to the next level support functional group. Document tickets and route to next level support.

Help Desk Support Analyst II

EMCO Technologies 140 Research Blvd

Madison, Al 35758

March 2009 – April 2011

Duties:

-Provided desktop support to all Army Corp of Engineer sites

-Utilized Remedy Ticket system for documentation and tracking

-Analyze/resolve personnel issues

-Performed remote connection to assist customers

-Dispatch unresolved issues to proper Corp section for work/resolution

Network Support Technician

API Digital

285 Dunlop Blvd Drive Huntsville, Al 35824

July 2007 – March 2009

Duties:

-Provide technical assistance to network customers

-Troubleshooting hardware and software for customers

-Create email accounts, setup dsl and dial up

-Diagnosing, analyzing, resolving networking issues for customers and businesses

-Create, assign, resolve and follow-up on tickets.

-Monitor mail logs and authentications, using UNIX and Linux systems.

Education:

-Associate degree from Calhoun Community College - Decatur Alabama

Voluntary Projects:

-Worked on class projects utilizing VB.net, Java and some SQL

-Worked on college website utilizing Coffee cup

Certifications:

-Public Trust – NASA – July 2013

-Active Secret Clearance – DOD – March 2009

-Security+ CE Certified – July 2020 - Candidate ID Number COMP001020115266

-Security+ Certified – May 2010 – Candidate ID Number COMP001020115266

-MCP Certified – May 2009 – Certificate Number C622-0807

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