Technology Support Secret Clearance
Resume:
Tristan Adam Bocanegra
Peoria AZ 85381
*******.*.*********@*****.***
LinkedIn: https://www.linkedin.com/in/tristan-bocanegra-a6b35984/ Certifications
CompTIA Security+ Identifier Credential ID COMP001021178589 Secret Clearance - Department of Defense
Issued Apr 2017 - Expires Apr 2023
Experience
12/11/2023 - Current
Attorney General Office of Arizona - Enterprise Technology Support Supervisor
● Technical responsibilities include: planning, installation, design, implementation, and maintenance of the desktop, applications, printing, copying, and other endpoint systems.
● Supervises the staff by defining and establishing schedules, setting priorities, providing support/direction and dealing with administrative issues as needed
● Trains staff on operational procedures and troubleshooting techniques
● Assess and coach ETS staff, complete employee performance evaluations
● Decisions are guided by policies and procedures; receives guidance and oversight from manager
● Provide prompt resolution to escalations of endpoint technical issues
● Assess root cause of incidents and develop proactive plans to reduce ETS calls
● Build a highly proficient ETS team ensuring that staff are capable of supporting current and future technologies
● Mentor ETS staff on professional communications
● Spearhead staff documentation of processes and incident response methods
● Build a robust technical library of support issues and resolutions utilizing the agency document management system.
April 2022 - September 2023
Lewis Roca - IT Analyst II & QA Software Tester
● Conducted comprehensive research and pricing analysis for various equipment, ensuring optimal cost-effectiveness and alignment with organizational requirements. 2
● Executed system administration tasks, including the creation, modification, and deletion of user accounts, contributing to efficient user access management and system functionality. Monitored and audited backups regularly to safeguard critical data.
● Utilized PowerShell and Bash scripts to automate and streamline routine tasks, enhancing system efficiency and reliability.
● Gained hands-on experience with Azure, Active Directory, CUCM, Microsoft Visual Studio, and Git, acquiring valuable insights into diverse system environments and platforms.
● Diligently documented all customer service calls within the tracking database, facilitating efficient issue resolution and contributing to the maintenance of accurate, up-to-date records.
● Provided crucial support for desktop and network hardware, software applications, and telephones, resolving technical issues promptly and effectively.
● Developed and delivered software application training sessions for individuals and small groups, imparting essential knowledge and skills to users and enhancing their proficiency with various applications.
● Configured and installed desktop and laptop computers, ensuring seamless integration into the network and reliable performance for users.
● Gained proficiency with System Center Configuration Manager (SCCM), PuTTY, Wireshark, Active Directory, and Windows, broadening my technical skillset and enhancing my ability to support a wide range of systems and applications.
● Managed hardware repair scheduling and tracking, meticulously maintaining equipment maintenance records to ensure optimal hardware functionality and longevity.
● Oversaw a fleet of laptops and smartphones, implementing effective tracking and management strategies to ensure device availability and reliability.
● Configured and set up audio, video, and computer equipment in conference rooms as needed, supporting effective communication and presentation capabilities for users. November 2021 - April 2022
RL Canning, Tempe, Az - Site Operations Lead
● Coordinated diligently with suppliers and vendors to support and implement resolutions for various hardware, network, and application issues, ensuring consistent and reliable system performance for users.
● Demonstrated exceptional interpersonal and communication skills to build and maintain strong rapport with co-workers and team members, fostering a collaborative and efficient working environment.
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● Delivered exemplary customer service by swiftly diagnosing, troubleshooting, and resolving network or application issues, implementing hierarchical escalations to appropriate internal departments when necessary to expedite issue resolution.
● Took an active role in local project coordination and participated in enterprise-level initiatives by contributing to the planning, coordination, transition, integration, and support of systems critical for customer business operations and production.
● Administered, configured, and supported various site systems and end-user technology hardware and software, ensuring optimized functionality and user experience.
● Facilitated and streamlined operational processes, standards, and procedures, promptly addressing priority situations that could impact business, safety, or security.
● Provided expert advice and consultation to service functions and suppliers regarding the application and integration of technology, enhancing site operations and business performance.
● Assisted with the execution of enterprise initiatives by traveling to support additional enterprise sites as needed, demonstrating flexibility and commitment to the organization’s operational excellence.
April 2016 - November 2021
US Army, Fort Drum, New York - Information Technology Specialist
● Assess, recommend, implement and maintain security for defense in depth on sensitive systems
● Implement online warnings to inform the first line of defense (users) of access rules and breaches
● Recommend, test, install and support hardware, operating systems, and software applications ensuring integration with Information Assurance security requirements
● Managed Active Directory (AD) systems, groups, permissions and passwords for classified/unclassified environments
● Recommended favorable positions for sensitive network access in field and rural environments
● Schedule and Automate system, hardware and software updates
● Troubleshoot, install and update new/modified hardware, operating systems, and software applications on all networks, including tactical network enclaves (CENTRIX)
● Provide end user Information Assurance support for all computing/network environments for enclaves, peripherals, and applications
● Create and maintain up-to-date system images for classified and unclassified systems
● Trained and cross-trained multiple incoming soldiers on position duties and responsibilities
● Provided expertise and implemented information assurance, system and network solutions in high-pressure environments
Skills
Proficient in Microsoft Suite: Utilized various Microsoft Suite applications to enhance productivity and efficiency in documentation and communication tasks. Adaptable in Fast-Paced Environments: Deployed from November 2018 to July 2019, adeptly 4
navigating and executing IT responsibilities in high-paced and demanding settings. Experience in High-Stress Situations: Successfully performed under pressure in a combat deployment zone, handling critical IT tasks promptly and accurately at any given hour. Team Management: Led and coordinated a diverse team of IT professionals, effectively managing and maximizing individual skill sets to accomplish collective goals and tasks. Leadership & Supervision: Acted as a supervisor for a team of soldiers of similar or lower rank, effectively leveraging their skills and expertise to complete assigned tasks efficiently and accurately.
Documentation & Training: Created and published a series of instructional guides on the intranet to enable self-service and provide clear guidelines for both IT and non-IT personnel in resolving common issues.
Script Execution: Ran scripts in PowerShell and Bash to automate and streamline operational tasks, demonstrating a good understanding of scripting languages and automation. Interdepartmental Coordination: Demonstrated personable and effective networking skills, coordinating seamlessly between different departments to execute computer system lifecycle tasks, including degaussing and classifying according to Army Policy. Software Updating: Updated and maintained program systems through System Center Configuration Manager (SCCM), ensuring software is current and compliant with the necessary standards and requirements.
Technical Proficiency: Skilled in using a variety of computer and network configuration systems, including but not limited to: SCCM, PuTTY, Wireshark, Active Directory, Windows Remote Desktop Connection, Remedy, SAP, Service Now, SNMP, PowerShell, and RSAT.
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