Char Pal

Managed Data Center and Data Storage Technical Advisor for the National Media Exploitation Center (NMEC), filing a key role within NMEC's Technology Platforms (DTP) Division. Provide government oversight over all NMEC's storage and data centers architecture. Responsible for overseeing a team in charge of large amounts of compute, storage, network infrastructure, and ensure effective management and operations of all aspects of the data center, from physical access, cleanliness, security, monitoring, COOP /DR planning and coordination, and ongoing improvements.

Supported United States Center Command (USCENTCOM) Forward Headquarters (CFH) in Qatar for 6+ months. As the Senior End User Operations (EUP) lead that was selected for deployment to the South West Asia Region, I performed weekly functional checks to identity problems with the JWICS workstations/Voce Over Internet Protocol (VoIP) Phones/Desktop Video Teleconferencing (DVTC)/Printers, and restored connectively. As the result, over ~2400 pieces of IT equipment was checked and connection was restored in less than 72 hours, with minimum downtime. This effort ensured mission critical systems were restored and available for customer use, with a 99% uptime for operational workstations as the last functional equipment check. Resulted in contributing to the success of the Combatant and Command providing Intelligence to the U.S. Warfighteres and Senior Military staff to protect the United States interest. In addition, I provided support and service to the Defense Attache Offices in Doha. To this end, I resolved over 40 trouble tickets and conducted more than 30 hardware configurations for the Joint Worldwide Intelligence Communications (JWICS), Talon, and Stone Ghost.I also inventoried more than 800 devices within the CENTCOM CFH facility.

As a Desktop Support, I worked directly with customers who encountered IT hardware issues and system downtimes to help support 17K end users. Identifies ways to facilitate cooperation with other teams to escalate VIPs requests: successfully resolved 98% of assigned tickets in 24 hours with minimized downtime to ensure mission critical systems were restored and available to customer's. Diagnoses problems in computer hardware or software and finds the best ways for problem resolutions. Applied fundamental customer service tech knowledge and concepts to best understand customer issues in providing daily multi-tier tech support; implements the most effective solutions to resolve organizations and stakeholder/customer problem. Delivered unparalleled support across 3 Network and Enclaves by independently conducting site surveys, troubleshooting, installing, re-imaging, performing configuration changes and tracking resolution activities to completion

• Facilitated effective communication between team members, fostering a positive work environment conducive to collaboration.
• Monitored program performance against established benchmarks, taking corrective action as needed to realign with desired outcomes.
• Trained team members on new software tools, improving overall productivity and efficiency.
• Developed detailed project plans outlining tasks, timelines, dependencies, and resource requirements for successful execution of complex initiatives.

• Facilitated stakeholder meetings for effective communication of project updates, risks, and opportunities throughout all phases of implementation.
• Delivered high-quality presentations to senior leadership on project progress, challenges, and proposed solutions, securing necessary resources for timely completion.
• Developed comprehensive training programs for new staff members, resulting in improved performance metrics across the team.
• Built strong relationships with key clients/customers through proactive outreach efforts, ensuring their needs were met while driving growth for the organization.

• Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
• Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
• Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
• Ensured accurate record-keeping with diligent data entry and database management for vital company information.