• He successfully solved over 100 trouble tickets in a week and created over 100 user accounts, making significant contributions to the Joint Special Operations Task Force-Arabian Peninsula J6 helpdesk operations.
  • He provided timely assistance in creating accounts, unlocking accounts, and password resets, which was crucial for sustained operations.
  • He ensured constant and reliable connectivity on all enclaves for over 300 users entering, leaving, and currently at 3/1 STB (Special Troops Battalion).
  • He consistently achieved a 98% or higher 1st response Service Level Agreement (SLA) while carrying out duties on the Passkey Operations Team.
  • He completed over 500 system patches, ensuring computers were compliant with SWACC Operations Center and 54th Signal Company Help Desk requirements.
  • He worked outside his Military Occupational Specialty (MOS) to man the helpdesk, providing command and control for SOUTHCOM, Army South, and 15 partner nations participating in the PANAMAX 18 exercise.
  • He developed and implemented standard operating procedures for the S-6 section and Helpdesk, improving efficiency and support for personnel assigned to the Special Troops Battalion.
  • He supported Task Force Gray Eagle, significantly increasing productivity of the IMO (Information Management Officer) team and streamlining IT Helpdesk processes.
  • He mentored 10 soldiers on basic helpdesk tasks, IT fundamentals, and professionalism, leading to improved shop cohesion and continuity.
  • He assumed helpdesk responsibilities, solving trouble tickets, administering Active Directory, and acting as the Information Management Officer (IMO).
  • He compiled daily reports summarizing trouble ticket status and trend analysis, demonstrating proactive metrics and earning recognition from the Commander.
  • He identified and addressed issues arising from the transition to GCSS-Army, supporting operations across the Combined Joint Operations Area-Afghanistan (CJOA-A).
  • He orchestrated the largest Mobile Subscriber Equipment (MSE) and data network ever seen on the modern battlefield, providing voice and data communication for over 25,000 soldiers theater-wide.
  • He managed USAREUR G6 (United States Army Europe G6) night operations, providing assistance to over 3,000 soldiers and maintaining over 4,000 workstations.
  • He established a functional helpdesk that supported over 2,500 soldiers, providing around-the-clock support for tactical secure communication and mission essential network operations.
  • He oversaw the migration from a Tactical Fiber network to a state-of-the-art Strategic Fiber network, increasing operational capabilities and ensuring the long-term stability of the Balad network infrastructure.
  • He served as the HKIA (Hamid Karzai International Airport) Help Desk NCOIC, aiding the MOI (Ministry of Interior) movement project and ensuring quick and timely communications for all individuals involved in the move.
  • He provided service and support to 187 active SAMS-E (Standard Army Maintenance System-Enhanced) customers, ensuring fully operational capabilities and mission success.
  • He maintained services for over 1,000 U.S. and Coalition Forces, including the 2nd Security Force Assistance Brigade and Combined Joint Task Force OIR (Operation Inherent Resolve), with an uptime rate 5% better than the previous year.
  • He trained over 20 Information Management Officers, resulting in a decrease in the number of Help Desk calls per month by 25%.
  • He maintained a positive attitude and professionalism, increasing customer service efficiency and receiving a 25% increase in positive customer comments.
  • He established a full helpdesk and Information Assurance program supporting over 4,400 pieces of automation equipment on three different networks.
  • He trained four soldiers in three different Military Occupational Specialties (MOSs) to become brigade helpdesk IMOs in support of a field exercise, a rotation at the National Training Center, and operations in support of Operation Enduring Freedom (OEF).
  • He identified problems in the sharing of information between units and developed and implemented a Company to Division SharePoint portal to reduce these problems.
  • He maintained situational awareness and completed every mission with little supervision, including over 100 Helpdesk requests, ensuring the success of the 116th IBCT (Infantry Brigade Combat Team) Annual Training and mission readiness.
  • He set up and initiated a tactical communication network for the 116th IBCT, providing around-the-clock, reliable communications and directly contributing to the effective training of over 3,500 soldiers.
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