Billy Burgess
Kansas City,MO
Summary
IT Skills
- Active Directory — User account administration, group policy management, permissions troubleshooting
- PowerShell — Scripting for remediation, automation, Software Center fixes
- Microsoft Azure — Device/user lookup, identity management
- Microsoft 365 — Authentication troubleshooting, licensing issues, connectivity resolution
- Remedy Ticketing — Incident documentation, escalation handling, workflow tracking
- Network Troubleshooting — User‑level connectivity repair, domain login issues, workstation access
- Hardware & Software Support — Printers, applications, workstation issues, FCR‑focused resolution
- Customer Service — Clear communication, user guidance, high‑quality support
Overview
1
1
Certification
20
20
years of professional experience
Work History
Tier II Help Desk Analyst
TEKsystems/ Peraton
Kansas City, MO
02.2025 - Current
- Perform Tier II Hybrid Cloud Data Center TAC processes, functions, activities, and tasks supporting 24x7x365 TAC operations.
- Managed incident, event, request fulfillment, platform patching, ITSM queue, bridge, and call center actions.
- Serve as the initial triage and resolution point for all shift-based activities and perform resolution, escalation or recall actions and activities as directed by SOP or Service Desk Shift Lead.
- Executed triage, troubleshooting, remediation, and restoration of service for hybrid cloud datacenter systems, including Windows/Linux servers, CISCO and VMWare NSX networking equipment, SQL/Oracle databases, and VMWare virtualization systems.
IT Analyst
Leidos Inc.
Kansas City, MO
09.2023 - 02.2025
- Administered Active Directory by managing user accounts and policies to ensure system integrity.
- Ran PowerShell scripts to fix users' problems with Software Center and other applications.
- Utilized Microsoft Azure to retrieve critical device and user information, enhancing troubleshooting efforts.
- Assisted users with issues related to Microsoft 365 resolving logon issues, connection issues, and account issues.
- Resolved user level network connections allowing them to log back into the network.
- Utilized Remedy daily to log client issues, escalate tickets, and document solutions for reference.
- Facilitated communication between clients and technicians to efficiently resolve technical issues.
- Participated in SIPR Pilot program IL6, focusing on adding new users and resolving technical issues. Being 1 of 6 IL6 Analyst, assisted fellow Analyst in troubleshooting and submitting tickets.
IT Analyst
Zachary Piper Solutions
Kansas City, MO
02.2022 - 09.2023
- Analyze, resolve, and report cases for the Marine Corps systems.
- Maintained high level of customer service while resolving customer issues.
- Utilized Remedy daily to document client issues, escalations, and solutions.
- Resolved software, printer, and account issues to achieve high First Caller Resolution (FCR).
Armed Security Officer
Centerra Security, Lake City Army Ammunition Plant
Independence, MO
07.2021 - 02.2022
- Control personnel and vehicle entry and exit on the Installation.
- Control and operate US Government installed barrier devices to deny unauthorized vehicle access to US Government interests.
- Scan and inspect incoming mail/packages using Rapiscan to identify and detect contraband and other prohibited items.
- Maintained a high level of alertness while on Patrol of the Installation to deter illegal activities, protect and preserve the safety and security of individuals and buildings.
Force Protection Officer/ Joint Military Mail Terminal Screener
Triple Canopy
Kuwait
03.2018 - 03.2020
- Control personnel and vehicle entry and exit of Entry Control Points.
- Inspect all deliveries and vehicles up to Force Protection Delta and in accordance with Area Support Group Kuwait Standard Operations Procedures for installation access.
- Control and operate US Government - installed barrier devices to deny unauthorized vehicle access to US Government interests, e.g. installations, off post parking areas, etc.
- Prepare to handle both military and contracted convoys entering and departing Entry Control Points.
- Conduct inspections of personnel and vehicles using systems such as: Ion scanners, Under-vehicle-surveillance systems, and Mobile Vehicle X-Ray scanning machines.
- Scan and inspect incoming mail/packages using Rapiscan to identify and detect contraband and other prohibited items, ensuring Units remain mission ready.
- Kuwait
Security Officer/ Site Supervisor
Securitas Security
Kansas City, MO
11.2016 - 02.2018
- Reviewed both security camera footage and live feeds to spot trespassers and criminal activity.
- Generated reports on property damage, malfunctioning equipment, and out-of-place occurrences.
- Managed staff schedules for all shifts and events to minimize overtime costs.
Military Police Patrolman / Traffic Accident Investigator
United States Army
Mulitple Locations
06.2006 - 09.2016
- Conduct accident investigations, including analysis and the reconstruction of crime scenes, gathering of pertinent evidence.
- Coached and trained Soldiers; maintained accountability and serviceability of vehicles and weapon systems.
- Supervised military patrols providing the overall protection of United States Army Garrison Ansbach with a population of 7,500 Soldiers, family members and civilian employees.
- Provided purpose, direction, and motivation to all patrols and ensured they were maintaining standards and following current policies.
- Reviewed casework and work performance for all patrols, which resulted in minimal errors.
- Served as a Team Leader while deployed to Taji, Iraq in support of Operation Iraqi Freedom.
- Primary Law Enforcement instructor for the Ansbach community; trained and mentored incoming Soldiers of all aspects of local laws, policies and procedures.
Certification
- CompTIA Security+
- Identifying and Safeguarding Personally Identifiable Information (PII)
- Counterintelligence Awareness and Reporting Course for DOD
- Advanced Leader's Course US Army
Timeline
Tier II Help Desk Analyst
TEKsystems/ Peraton
02.2025 - Current
IT Analyst
Leidos Inc.
09.2023 - 02.2025
IT Analyst
Zachary Piper Solutions
02.2022 - 09.2023
Armed Security Officer
Centerra Security, Lake City Army Ammunition Plant
07.2021 - 02.2022
Force Protection Officer/ Joint Military Mail Terminal Screener
Triple Canopy
03.2018 - 03.2020
Security Officer/ Site Supervisor
Securitas Security
11.2016 - 02.2018
Military Police Patrolman / Traffic Accident Investigator
United States Army
06.2006 - 09.2016