Systems Administrator Customer Support
Resume:
Nicholas L. Guy
**** ********* **. *********, ** 30813
480-***-**** *************@*****.***
TS/SCI CI with Polygraph
Information Technology Specialist
Dedicated, results-driven Systems Administrator sought after by customers and fellow technicians. Ensures work is completed efficiently and customers are satisfied. Illustrious track record of delivering analytical problem solving to identify root causes of issues through technical experience in systems administration and virtual servers. Known as a diligent, detail oriented, and hard-working technician who guides team members through in-depth and dynamic problem solving. EDUCATION & CERTIFICATIONS
Southern New Hampshire University
Undergraduate / Bachelors: Computer Science
CompTIA
Security+ CE
SKILLS & EXPERTISE
Network Infrastructure Strategic Planning & Design System Administration
Inventory Management Microsoft 365 Products VDI Technology / Virtualization
Active Directory Client Relations IT Infrastructure Management
Procurement Team Leadership Troubleshooting/Support CAREER HIGHLIGHTS
Reimaged over 100 computers leading to an Information Assurance Vulnerability Compliance rate of 100%.
Conducted a mission in the CENTCOM area to acquire IT resources from outside of the country.
Supported ARCYBER Commanding General and command staff with IT support for virtual meetings and mission needs. PROFESSIONAL EXPERIENCE
US. Army - ARCYBER FT. Eisenhower, GA 10/SEP/2021 – 22/JUN/2025 Service Desk Administrator
Responsible for all customer support related to the ARCYBER Virtual Desktop Infrastructure to include the Secret and Top Secret enclaves. The 3-star command facility supports over 20,000 users with Joint Worldwide Intelligence Communications System and National Security Agency Network access.
Directed the ARCYBER account creation process, also aiding in troubleshooting, and providing technical customer support for a Virtual Desktop Infrastructure and IT Infrastructure for ARCYBER Tier 1 / Tier 2 support, in assistance to 20,000 users.
Identified trends and metrics via ServiceNow and Remedy trouble tickets to efficiently optimize utilization of equipment and to ensure proper routing of tickets.
Configured hardware system components and other peripherals through utilization of knowledge in infrastructure and cable management.
Created Tactics, Techniques, and Procedures on a multitude of user and technician-level processes such as error resolution, computer imaging, and account management in order to aid in training/processes in regard to new and existing personnel. This led to a 20% increase in helpdesk resolution speed.
Operated and maintained printer servers through Pharos Print Management Solutions, aiding users with necessary knowledge and equipment to print on the domain.
Aided customers with recovery of operating malfunctions and data retention in order to better satisfy customer support needs and backup customer information.
Collaborated with the Fort Eisenhower Network Enterprise Center to provide exceptional customer support within the Active Directory management via Active Directory domain, 2K+ hardware devices in Active Directory, and all necessary patches and security updates. Demonstrated troubleshooting, recovery and resolution of hardware and software issues through automated system customer support methods.
Reduced escalation incidents to network administrators, database analysts, and system administrators by developing enhanced coaching, training, and support for junior-level Service Desk Administrators.
Worked in conjunction with Network Administrators in order to perform operations and security principles to maintain network integrity/availability.
Monitored and improved service level agreements (SLA) by consistently and efficiently resolving a broad spectrum of the system, server, software, hardware, and network issues received via phone, user trouble tickets, chat, and email, utilizing ServiceNow and Remedy Ticketing Systems.
Streamlined the user account creation process for Service Desk and System Administrator employees while creating classified and unclassified accounts and granting special network access for 1K+ personnel. US. Army National Joint Training Center, Jordan 29/SEP/2020 – 10/SEP/2021 Information Management Officer
Responsible for providing Administrative IT support from the National Joint Training Center Network Enterprise Center
(NEC) for all units within the Jordan area of operations. Duties include providing IT support for hardware, software, and account related issues for Non-Classified Internet Protocol Router Network (NIPRNet) and Secret Internet Protocol Router Network (SIPRNet) enclaves.
Processed, monitored, and verified the completion of 410 Remedy tickets for all users at NJTC.
Re-imaged over 100 computers to ensure Vulnerability Compliance.
Worked 12-hour shifts to facilitate expansion of Command Operations and Information Center accommodating 40 new users, and over 100 new network devices.
Re-wrote the Standard Operating Procedures (SOP) for base-lining computers at NJTC which lead to a 20% increase in computer baselining efficiency.
Trained 17 IMOs on how to image, configure, and deploy computer systems onto the network.
Served as one of two Enhanced Trusted Agents (ETA) serving the greater area of Jordan, responsible for receiving, requesting, and configuring all Secret Internet Protocol Router (SIPR) tokens and Public Key infrastructure requests of Task Force Spartan and United States Special Operations Command.
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