Arthur Pickett

- Provide Tier 2 and Tier 3 desktop support through remote tools and in‑person
assistance to resolve hardware, software, and configuration issues.
- Perform accurate and timely maintenance of hardware and software across
DHHS computing platforms.
- Author and maintain EADS Group Policies affecting all ITD‑supported
divisions and assist non‑ITD divisions upon request.
- Install new hardware and software products while ensuring compatibility with
existing systems and compliance with DHHS IT specifications.
- Develop scripts to address security and support needs and recommend
cost‑effective solutions aligned with DHHS IT standards.
- Create, maintain, and deploy “gold images” used for operating system
installations and updates.
- Track operating system development cycles and implement updates to ensure
all supported devices remain on approved, supported versions.
- Provide senior‑level support for PC imaging tools for ITD‑supported divisions
and assist additional divisions using the same tools.
- Coordinate technical requirements across divisional leadership, end users,
and IT teams to support consistent service delivery.
- Partner with the Privacy and Security Office to implement rapid mitigation
strategies in response to security threats.
- Develop and support onboarding workflows, device provisioning processes,
systems access coordination, and troubleshooting for division‑specific needs.
- Monitor and resolve cross‑division incidents, identify operational trends, and
recommend process improvements.
- Document technical processes and facilitate communication across divisions

Resolved user support tickets, troubleshooting software, hardware, and network access issues.

Administered user accounts, permissions, and password resets across agency systems.

Documented incidents, resolutions, and recurring issues in help desk tracking systems.

• Diagnosed and triaged problems for end users through Bomgar Remote Access, telephone, and in-person support based on technical knowledge.
• Met performance expectations by deploying system image using Ivanti Management Console and new technologies to support user's teleworking.
• Monitored system performance and resolved routine issues to ensure seamless operations.
• Monitored network operations proactively to spot and correct problems early
• Implemented installs and completed basic repairs of hardware and software essential to our mission.
• Cultivated strong relationships with staff, users, and vendors through effective communication, fostering collaboration.
• Worked effectively with diverse team to accomplish daily objectives and meet long-term goals.
• (Temp Solutions) – Raleigh, NC

• Researched, diagnosed, documented, and resolved technical issues surrounding Linux, Windows XP, Windows 7, MS Office applications, email, other special applications, Internet connections, and hardware/peripheral equipment on site and via telephone on a regular basis.
• Customized and monitored networks, secure and non-secure; modified user accounts via Active Directory, submit changes to file management and peripheral devices.
• Documented, tracked, resolved, and reported on problems and work orders.

• Planned, conducted, and assessed over 175 personnel training and professional development as the primary advisor to the Company Commander
• Enhanced retention program, achieving over 50% increase in personnel retention.
• Conducted inspections and provided recommendations that bolstered operational effectiveness and personnel expertise, contributing to one of the highest readiness rates among comparable commands.
• Oversaw living quarters and major facility systems, ensuring optimal functionality of power, lighting, air supply, ventilation, potable water, sanitary facilities, and plumbing.
• Fort Bragg, NC