An accomplished Information Technical Help Desk Manager with a proven track record for managing star quality teams, record breaking results and delivery of exceptional product quality and service. Prudent man- agement of people, technology, and processes.
Core Competencies in Management, Leadership, and Technology:
- Strategic Planning/Visioning & Tactical Execution
- ITIL Methodology
- Team building & Front-Line Leadership
- Manpower Planning & Scheduling
- Software & Application Lifecycle Management
- Technology Upgrades
TECHNICAL SKILL
- Install and configure operating systems of Microsoft platforms.
- Understands user account controls.
- Configure file land folder permissions.
- Maintains Microsoft operating systems functionality.
- Configure administrative tools, configure accessibility options, configure power settings, configure File Explorer settings.
- Configure Microsoft Edge, Cortana, Hyper-V, configure settings using MSCONFIG, configure pro- cesses and applications using Task Manager, configure computer management.
- Troubleshoot Hyper-V and VMware issues and errors.
- Install operating system service packs, updates, and other security patches.
- Maintain and troubleshoot various Windows and configure access to shared resources.
EDUCATION & CERTIFICATIONS
- My Computer Career.edu, Information Technology Systems Administration
- Certifications: Linux, Microsoft Certified Technician, CompTIA A+, Server+, MTA Security, & MTA Network Fundamentals, Networking, Windows 10 & Windows 7, Mobility and Device Fundamentals, Specialize in computer troubleshooting, mobile devices and installations/configurations of hardware and software. Network Security and Server Management
EXPERIENCE
MSP (2019-2025)
Help Desk Manager/ Supervisor/ Coordinator/ Support Engineer
- Promoted to Supervisor, supporting a growing and top-performing Help Desk team.
- Introduced as Level 1 Help Desk Coordinator in December 2020.
- Became Lead Trainer after one year.
- Promoted to Lead RMA within 10 months.
- Began traveling to hotels for projects and assisting with RMAs after five months.
- Ranked at the top of weekly performance reports within three months (calls, closed tickets, and positive reviews).
- Demonstrated strong work ethic, rapid knowledge development, and dependability.
- Provided support and assistance across various IT issues in a fast-paced environment.
Duties:
- Served as the first point of contact for clients, providing high-level technical support.
- Managed M365, domain controllers, and AD account verification for VIP clients.
- Configured and troubleshot SMTP issues and performed PC reimaging.
- Led a team of 56 technicians, including Level 1s and specialists.
- Balanced 90% management responsibilities with 10% hands-on technical work.
- Developed KBAs, documentation, and troubleshooting guides for Windows update registry issues.
- Created and implemented processes, documentation, and KPIs to enhance team efficiency.
Military (2009-2018)
Armory/Ordnance Chief (Weapons Specialist Technician)
- Supervised and coordinated small arms repairer/technician performs, trains, and supervises various duties incident to inspection, maintenance, and repair of all small arms, to include vehicular mounted small arms.
- Fostered professional growth using interpersonal relationships through mentoring staff members, resulting in increased productivity. Utilized communication skills to identify the root of problems. Nurtured mutual trust and respect to improve problem-solving and maintain harmonious work environments that resulted in effective working relationships.
- Displayed diplomacy and courtesy to provide optimum customer service when handling calls and dealing with consumers. Represented the organization to outside agencies as well as internal and external customers by modeling excellent customer service using highly professional manners.
- Utilized experience to assist others in the community to excel and maintain their work areas.
- Requested by higher level to conduct inspections on all operations procedures, security, and staff member’s performance overseas and local areas. These inspections assisted in the development, training, and work ethic directly reflected in saving money for the organization.
- Served in a leadership position one level above current paygrade.
- Conducted duties as Equal Opportunity Representatives and Officer. Monitor and evaluate compliance with equal opportunity laws, guidelines, and policies to ensure that employment practices and con- tracting arrangements give equal opportunity without regard to race, religion, color, national origin, sex, age, or disability.
Detachment Commander and Watch Stander
Harare, Zimbabwe, Lisbon, Portugal, and Beijing, China:
- Provided protection of classified information https://en.wikipedia.org/wiki/Classified_information and equipment vital to the national security of the United States https://en.wikipedia.org/wiki/National_security_of_the_United_States at American diplomatic posts. This is accomplished under the guidance and operational control of a civilian federal agent of the Diplomatic Security Service, – https://en.wikipedia.org/wiki/Diplomatic_Security_Service and security attaché at U.S. diplomatic posts around the world, In addition, provide security for visiting American dignitaries and frequently in supervising host country or locally employed security forces that provide additional security for the exterior of embassies. Supervised and directed staff ranging in size from 40 to 1000 around-the-clock operations.
Ordnance Chief (Weapons Specialist Technician) Logistics Operations
Camp Pendleton, CA, Okinawa, Japan, and Fort Worth, TX:
- Supervised and coordinated small arms repairer/technicians, as certified hazmat inspector conducted hazmat inspections of all materials for the organization ensuring no unneeded fines by the State of Foreign Govern- ment was conceded. Logistics Operations performed duties as forklift operator up to 10k and Tram operator. This included driving vehicles with trailers across foreign and domestic grounds.
ACCOMPLISHMENTS
- Received 3 Letters of Appreciation Awards for community service and humanitarian assistance and 2 Navy Achievement Medal for personal performances conducted in all 3 locations overseas.
- Additional rewards: Received 2 Letter of Appreciations Awards for special needs children and community service, 3 Navy Achievement Medals for personal performances, 6 Good Conduct Medals for excellent performance.
