Team Leadership & Training

• Motivated, coached, and mentored team members to improve performance and professionalism
• Conducted written evaluations and provided constructive feedback
• Ensured compliance with DoD policies on dress code, hygiene, and professional conduct

System Administration & IT Operations

• Managed Active Directory tasks: user and group account creation, updates, and removals
• Configured and maintained permissions for user and group access
• Administered classified and unclassified network environments, ensuring operational security
• Led multiple hardware lifecycle replacements, coordinating procurement and deployment
• Reimaged workstations, installed and configured software, and managed license applications

Technical Support & Issue Resolution

• Provided technical support and end-user instruction, resolving system issues efficiently
• Troubleshot hardware, software, and Active Directory issues to maintain system functionality
• Managed ticketing requests through AESMP and ServiceNow, escalating as needed
• Collaborated with specialized teams and Tier III support to resolve complex IT issues
• Applied customer de-escalation tactics; clearly explained issues and resolution steps
• Provided timely updates on ticket status and progress for end users

Automation & Process Optimization

• Used PowerShell scripting for administrative tasks and troubleshooting
• Utilized command-line interface (CLI) for system diagnostics and configuration

• Delivered personalized coaching and instructional support to online clients
• Built strong communication, teaching, and client relationship skills
• Maintained Level 2 Seller status through consistent quality and customer satisfaction