Brian Sherwood
Graniteville,SC
Summary
Tech savvy IT professional holding Top-Secret Clearance with hands-on experience maintaining in-house IT systems and providing comprehensive customer support to thousands of users worldwide. Remarkable efficiency in designing, developing, and maintaining business software and system as per user requirements and managing related databases and networks. Proven competencies to participate in network design to ensure implementation of viable systems security policies and procedures. Familiarity with DISA STIG compliance and Security + certified. Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.
Overview
10
10
years of professional experience
Work History
Service Desk Analyst
SAIC
10.2022 - Current
- Delivered service desk support level 1 & level 2 tier I, including managing phone calls, e-mails, chat, instant messaging, and texts for increasing end-users experience on NIPR and SIPR systems
- Document and update tickets for timely resolution of escalated problems
- Ensure smooth running of all business operations, while recording any pertinent information regarding incidents / outages in the daily shift log / journal and preparing monthly shift activity reports for delivery
- Recognized for delivering service desk support to ~2.1M worldwide users using industry best practices and global service desk policy
- Increased customer satisfaction by communicating, identifying, and resolving potential client concerns
- Experience with troubleshooting Office 365, Mobile devices (IOS and Android), Active Directory accounts, ITSM and Service Now ticketing system, Microsoft Teams, EVOIP.
I2TS 3 Field Service Technician
Prime Technical Services
08.2021 - Current
- Provided troubleshooting and support assistance to over 200 users for network cabling such as fiber, copper, and coax cabling on NIPR, SIPR and JWICS systems
- Provided assistance in network setup such as running cables as well as building and terminating cables in multiple buildings
- Troubleshot, maintained integrity, and configured network components along with implementing operating systems enhancements to improve reliability and performance
- Performed troubleshooting, maintenance, and repair on many types of hardware and software
- Provided troubleshooting assistance for fiber, copper and coax cabling as well as cable tracing across NIPR, SIPR and JWICS
- Experience with terminating fiber lines, copper, and coax cabling.
SERVICE DESK AGENT LEVEL 1
SAIC/ DISA Global Service Desk
01.2020 - 08.2021
- Delivered service desk support level 1 & level 2 tier I, including managing phone calls, e-mails, chat, instant messaging, and texts for increasing end-users experience on NIPR and SIPR systems
- Document and update tickets for timely resolution of escalated problems
- Ensure smooth running of all business operations, while recording any pertinent information regarding incidents / outages in the daily shift log / journal and preparing monthly shift activity reports for delivery
- Recognized for delivering service desk support to ~2.1M worldwide users using industry best practices and global service desk policy
- Increased customer satisfaction by communicating, identifying, and resolving potential client concerns
- Experience with troubleshooting Office 365, Mobile devices (IOS and Android), Active Directory accounts, ITSM and Service Now ticketing system, Microsoft Teams, EVOIP.
CYBER NETWORK MONITOR
Joint Base Langley-Eustis
07.2019 - 01.2020
- Established and maintained an effective and secure DCGS environment by troubleshooting using GD provided training, techniques and testing procedures to Air Force users world wide
- Documented network outages using Remedy Ticketing System
- Managed network tools for troubleshooting and metrics for ensuring trends analysis
- Analyzed quarterly metrics illustrating trends and workload to the MCC in the form of a PowerPoint presentation
- Determined and resolved all issues regarding the AF DCGS Processing Exploitation Dissemination System (PEDS) Architecture (DPA) network infrastructure enterprise customers involving circuit outages and issues, while providing first line support
- Utilized HPOV to monitor DCGS network routers, switches, and encryption devices
- Reviewed and evaluated trouble and error logs for troubleshooting and capturing metrics
- Troubleshot outages involving ATM signaling and SONET end-to-end connectivity by using VISIO circuit diagrams and data flow network documentation
- Restored network services by collaborating with Tier 2, Tier 3 engineers and DPOC Supervisor
- Generated reports for trend analysis, logged network issues and maintained a database of errors and maintenance
- Distinguished by reporting all trouble calls upon receipt to the MCC in the DOC and providing hourly updates until resolution unless otherwise directed by the DOC Crew Commander
- Ensured compliance with COMSEC Material Manager Policies, while maintaining Cryptologic equipment.
SATCOM OPERATOR 1
Dawson
07.2018 - 06.2019
- Delivered subject matter expertise, while dealing with the newest satellite technologies, including Modernized Enterprise Terminal, L-Band Switching System, iDirect and Linkway S2 IP modems, DVB-S2 Broadcasting, and Advanced EHF planning tools
- Recognized for troubleshooting active high priority circuits, gained insight into network topology, and the techniques used to manage and protect computer systems
- Enabled the achievement of full business potential, while communicating with multiple government agencies, customers and top-leadership
- Known for operating in 18 different antennae in multiple frequency bands, including EHF, X-band, Ka-band, commercial C and Ku-bands in support of deployed sailors across 50+ ships
- Achieved 99% success rate, while designing and deploying over 2100 different satellite links for over 220 customers.
FIELD SERVICE TECHNICIAN
World IT Solutions
07.2017 - 12.2017
- Administered and maintained the overall desktop environment, including hardware installation and troubleshooting, software installation, configuration, and support for NMCI
- Played a pivotal role in the setup, operation, and troubleshooting of all associated and follow-on operating systems
- Ensured continuous technical process improvement by connecting computers, terminals, and printers to existing data networks
- Increases clients’ experience and satisfaction by maintaining detailed trouble tickets, escalating issues accordingly and keeping constant channels of communication open with customers during escalation
- Improved end-users experience by monitoring, resolving, and reporting on problems and work orders
- Supported 500+ users across Hawaii to include military, civilian and contract users.
JOINT FLEET TELECOMMUNICATIONS OPERATIONS CENTER WATCH SUPERVISOR (JFTOC)
Naval Computer and Telecommunications Area Master Station
05.2014 - 07.2017
- Ensured smooth running of organizational objectives, while leading daily operations of the Pacific JFTOC, PRNOC, Technical Control Facility, Fleet/Shore Messaging Center, and Shore Networks
- Offered direct communications support to the Pacific Fleet with communications cutovers, troubleshooting, circuit restoration and technical assistance
- Delivered troubleshooting efforts of various SATCOM programs in the Pacific and Indian Ocean region to include UHF, SHF, EHF, and commercial SATCOM programs
- Provided strategic assistance in the operations of the only Pacific JFTOC
- Spearheaded 60 cross-functional professionals in the operation and management of Pacific Fleet C4I services in support of 181 Naval / Marine Corps units, over 70 Allied Nations, and 5000+ users.
Education
Bachelor of Science - Cybersecurity And Information Assurance
Western Governors University
Salt Lake City, UT11.2024
Skills
- Network Architecture
- Helpdesk Support
- Technical Troubleshooting
- Security /A/ITIL V4 certified
- Active TS/SCI Clearance SSBI completed
- 9/27/2013 Counterintelligence Scope (CI poly) - Poly completed – 7/21/2015
- Documentation & Reporting
- Program Management
- Compliance Assurance
- Customer Satisfaction
- Incident Monitoring
- Problem Resolution
- Technical Assistance
- Risk Identification
- Team Leadership
- End-User Support
- Process Improvement
- Remote Technical Support
- Information Security
- Documentation
- Service Level Agreements
- Hardware Troubleshooting
- Incident Management
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Every problem is a gift—without problems we would not grow.
Tony Robbins
Timeline
Service Desk Analyst
SAIC
10.2022 - Current
I2TS 3 Field Service Technician
Prime Technical Services
08.2021 - Current
SERVICE DESK AGENT LEVEL 1
SAIC/ DISA Global Service Desk
01.2020 - 08.2021
CYBER NETWORK MONITOR
Joint Base Langley-Eustis
07.2019 - 01.2020
SATCOM OPERATOR 1
Dawson
07.2018 - 06.2019
FIELD SERVICE TECHNICIAN
World IT Solutions
07.2017 - 12.2017
JOINT FLEET TELECOMMUNICATIONS OPERATIONS CENTER WATCH SUPERVISOR (JFTOC)
Naval Computer and Telecommunications Area Master Station
05.2014 - 07.2017
Bachelor of Science - Cybersecurity And Information Assurance
Western Governors University