Chandler A. Urbano
Sierra Vista,AZ
Summary
U.S. Air Force veteran with active secret security clearance providing tier 1 technical support for Army enterprise users. Proficient in account provisioning, identity management, and Windows support. Strong analytical and technical skills demonstrated through collaboration to ensure security compliance across DoD environments.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Army Enterprise Service Desk (Tier I)
TEKsystems
Fort Huachuca, Arizona
01.2026 - Current
- Serve as the primary point of contact for Army Enterprise users via phone, email, and chat, delivering Tier 1 technical support for hardware, Microsoft Windows, enterprise applications, and user accounts.
- Troubleshoot Windows operating systems, authentication failures, network connectivity, VPN access, and enterprise applications while consistently meeting Service Level Agreements (SLAs).
- Provision, modify, disable, and troubleshoot user accounts across NIPR and SIPR environments using Microsoft Active Directory, Army Unified Directory Services (AUDS), Microsoft Entra ID, Microsoft Intune, and DEPO.
- Managed enterprise user identities, permissions, and access under Identity, Credential, and Access Management (ICAM) policies.
- Utilize AESMP, GDS, and AVS to support enterprise account provisioning, user management, and secure authentication processes.
- Documented incidents, service requests, account actions, and troubleshooting steps in ServiceNow to ensure accurate ticket lifecycle management.
- Escalate complex technical issues to Tier II and specialized resolver groups while maintaining ownership and communication throughout incident resolution.
- Support cybersecurity compliance by following DoD security policies and utilizing enterprise security tools including eMASS and ACAS.
- Completed DEPO EM/GM training supporting secure enterprise identity management and account provisioning.
Security Forces Leader / Unit Training Manager
United States Air Force
Travis Air Force Base, CA
11.2018 - 11.2024
- Managed security operations protecting Priority Level 2 (PL2) aircraft and mission-critical assets valued at hundreds of millions of dollars.
- Led multi-agency security operations during Exercise STORM CROW and MOBILITY GUARDIAN, protecting over $350 million in assets while coordinating the safe movement of 175 tons of cargo.
- Managed training operations for over 2,000 mission-critical tasks, ensuring deployment readiness for 135 personnel.
- Supervised and mentored personnel in access control procedures, threat response, physical security, and compliance standards.
- Coordinated with IT personnel to establish secure communications and access control, enhancing system support during deployments and multinational exercises.
- Assisted in designing and implementing a secure badge access system for host-nation personnel during deployment operations in Africa.
- Conducted 'Train the Trainer' missions alongside the Air Force Office of Special Investigations (OSI), providing security instruction to foreign military and law enforcement personnel.
- Directed explosives awareness and use-of-force training, certifying 163 personnel and addressing 12 operational deficiencies.
- Drafted, reviewed, and maintained incident reports and security documentation in compliance with Air Force regulations.
Education
High School Diploma -
Skills
- Help Desk & Tier 1 Technical Support
- Microsoft Windows
- Remote Desktop Support
- Account Lifecycle Management
- Access Control & Identity Management
- Customer Service
- Network Connectivity Troubleshooting
- Security Compliance
- Incident Documentation
- Physical Security Operations
- Cross-Functional Team Collaboration
Certification
- CompTIA Security+ (SY0-701) — 2025
Military Awards And Recognition
- Air and Space Achievement Medal (First Oak Leaf Cluster)
- Air Force Good Conduct Medal
- AMC/A3 Coin
- Squadron Team of the Year
Timeline
Army Enterprise Service Desk (Tier I)
TEKsystems
01.2026 - Current
Security Forces Leader / Unit Training Manager
United States Air Force
11.2018 - 11.2024