Christian Herman

· Responded to remote and desk-side support requests involving hardware, software, and peripheral issues and guided users through resolution steps that helped maintain strong SLA adherence across daily support operations.

· Configured Windows OS environments, productivity suites, and specialized applications to strengthen workstation stability and ensure consistent functionality for users across multiple technical skill levels.

· Reviewed service desk metrics to uncover recurring issues, communicating trend insights to leadership to inform workflow adjustments that improved support effectiveness and reduced bottlenecks.

· Repaired malfunctioning printers and restored connectivity for both standalone and networked devices to allow teams to maintain routine output without extended service interruptions.

· Executed essential Windows 22H2 update procedures, including applying security patches and validating successful installations to reinforce system integrity and reduce exposure to vulnerabilities.

· Resolved SCCM deployment and update complications by isolating root causes and applying corrective steps to ensure that software distribution processes remained uninterrupted for supported teams.

· Installed and maintained computer systems, routers, and switches across operational environments to enable dependable network connectivity for a user base exceeding 200 personnel.

Monitored WAN/LAN activity, managed incident responses, and processed change requests to enhance network stability.

· Applied cybersecurity updates and executed inspection tasks to eliminate vulnerabilities, reinforce secure operating conditions, and maintain readiness for audits.

· Performed SIPR system upkeep, issued secure authentication tokens, and managed user permissions within Active Directory to maintain compliance with strict access-control standards.

· Configured tactical communication assets, including SNAP terminals and VSAT systems, to sustain secure, ready-for-deployment infrastructure supporting field and base operations.

· Instructed end users in system functionality and equipment handling with a focus on promoting smoother adoption of technical tools and strengthening overall technological readiness.