Cydney McHenry

• Serve as a subject matter expert in configuration management during leadership and stakeholder meetings, providing valuable insights for decision-making processes.
• Establish and maintain valuable service relationships with vendors to manage 3rd party software and Enterprise software license agreements and expirations
• Verify that all in use and requested software has a current Risk Management Framework
• Enter change requests via ServiceNow for approval and create CTASK for each department’s workflow, ensuring timely progress through completion
• Established robust version control systems to track and manage software changes effectively, reducing errors during deployment.
• Conduct thorough audits of system configurations to identify areas for improvement and implemented necessary changes.
• Align change management procedures with organizational objectives, facilitating smooth updates without disruption.
• Perform site surveys to determine network infrastructure capabilities for requested implementations, buildouts, changes and moves.
• Processed over 300+ changes, asset turn ins, software roll outs and equipment upgrades to date, for Joint Task Force Guantanamo Bay
• Provide training and guidance to directorate Information Technology Officers on submitting request for changes, obtaining approvals and executing the desired change.
• Train and mentor Configuration and Asset management team members; providing guidance and support to set and achieve professional and personal goals, and efficiently complete all required tasks

• Exhibited proficiency with network principles, concepts, equipment, and tools sufficient to assist in planning and maintaining Secure and Unclassified networks
• Improved security measures by conducting vulnerability assessments and applying necessary patches.
• Installed, configured, and troubleshot components such as routers, switches, and servers as well as information technology hardware and software products and computer peripherals (e.g., printers, monitors, KVM switches, docking stations, scanners, MFDs, VTC, etc.)
• Maintained a high level of customer satisfaction by providing rapid, accurate response to inquiries and concerns regarding system performance or functionality. Resulting in a 100% customer rating.
• Provided relevant customer training and demonstrations of hardware/software
• Improved security measures by conducting vulnerability assessments and applying necessary patches.
• Develop Standard Operating Procedures to outline and standardize common practices.
• Created and managed sites and pages as Assistant Share Point/Power Apps Administrator
• Created a Power Apps portal that streamlined the unit’s In Processing program for Military, Civilian and Contract employees entering the unit
• Maintained a high level of customer satisfaction by providing rapid, accurate response to inquiries and concerns regarding system performance or functionality.

• Provided Network, Hardware and and Information Security support and training for all MEPS employees and Service Partners.
• Created and managed network profiles, security permissions and file sharing systems using Active Directory and ATCTS
• Installed, monitored, and maintained computer and network hardware, software, patches, and STIGs, using established procedures
• Controlled and managed server room, wireless network, server infrastructure, audiovisual equipment, laptops and video conferencing equipment.
• Developed and deployed an automated SharePoint process for Medical Consultations
• Oversaw asset management process for all technology resources, ensuring optimal use of available equipment.
• Developed and maintained strong client relationships to deliver exceptional customer service and problem resolution.
• Recognized by USMEPCOM Western Sector Organizational Inspection Program team for proficiency and excellence as an ITS
• Regarded amongst the 9th Battalion as the subject matter expert for IT and Customer Support
• Provided exceptional 'Red Carpet' treatment to all customers and recruiting Service Partners

• Provided Tier II-III technical support for Desktop, Laptops, Printers/MFDs, the Local Area Network (LAN), and Wide Area Network (WAN)
• Provided solutions and problem resolution to customers, with a strong sense of commitment and drive towards customer service
• Exercise time management to prioritize critical and non-critical incidents
• Utilized and managed a disciplined IMAC Process

Base Equipment Control Officer

• Overhauled the Base Equipment Control program for Altus AFB
• Received, inspected, and tagged all incoming and outgoing IT assets; to ensure proper accountability and tracking
• Conducted inventories and usage monitoring of all IT Assets; recording all findings, changes, and physical locations to advise leadership of trends
• Conducted training for all equipment custodians, unit leadership and investigators
• Maintained and enforced IT Asset Management policies, processes, and procedures IAW applicable guidelines and standards
• Managed all Base equipment accounts through the implementation and use of the Defense Property Accountability System
• Processed 54 asset transfers and updated information for 48 account custodians
• Identified and investigated a Defense Property Accountability System (DPAS) website design error
• Updated over 1,000 unaccounted for items achieving 100% accuracy
• Led BECO program to 100% accountability for all 76 accounts for the first time in over 2 years
• Organized and led four-day base wide Information Technology mass turn in effort
• Processed 1,892 assets valued at over 3.2 million dollars

• Diagnosed and resolved issues associated with hardware and peripheral devices, applications, Health software, and operating system
• Installed, provisioned, and managed VoIP phones, business mobile phones, and iPads using MDM Software
• Analyzed and made recommendations for hardware and software standardization based on persistent or reoccurring incidents
• Engaged in equipment purchases and facility buildouts
• Provided quality customer service to end-users in all hospital departments both in person and remotely
• Utilized a ticket queue and maintained 97% positive customer feedback on post ticket surveys
• Successfully upgraded Dietary Point of Sale System and hardware; configuring all peripherals, managing digital signage and audio/visual software; resulting in extended service hours, improved service capabilities, and increased revenue

• Provided maintenance, technical support and troubleshooting of desktop computers, printers, telephones, and other bank devices
• Worked from a ticket queue to complete work orders promptly and routinely exceeded department service objectives resolving 10+ tickets a week
• Diagnosed and resolved software, hardware, and connectivity issues
• Maintained bank security standards to preserve network integrity by identifying and monitoring risk levels
• Troubleshoot VPNs, VMware, Remote Desktop sessions, and other virtual resources to accommodate remote users

• Managed Windows 10 migration, ensuring compatibility and conducting data transfer with minimal data loss for over 800 users
• Assistant SharePoint Administrator; Maintained unit pages and permissions
• Acted as the Information Technology liaison on behalf of company leadership
• Coordinated and executed companywide communication training
• Provided developmental support, technical knowledge, and leadership to 5 soldiers under my direct supervision
• Provided various training cycles, decreasing the number of tickets requiring Tier II remediation
• Wrote Standard Operation Procedures for operators of all knowledge levels to ensure compliance with all regulations and guidelines
• Conducted weekly preventative checks and maintenance to maximize equipment lifecycle
• Maintained active directory for user and computer accounts
• Alternate COMSEC Custodian
• Provided technical support for networking infrastructure, desktop systems, and business mobile phones
• Successfully prepared and redistributed communication platforms for deployment and deployed with no loss of equipment