Damon Wiggins

• Walked individuals through basic troubleshooting tasks.
• Created user accounts and assigned permissions.
• Hardware and software support for local end users.
• Managing and administering Active Directory accounts.
• Exchange administration, and Windows/Microsoft Office troubleshooting.
• Assist in building and troubleshooting PCs, laptops, printers, and other peripherals.
• Re-imagining CPU’s, Troubleshooting VoIP Phones, Cloning Hard Drives, Installing Hard Drives to CPU’s, Replacing Motherboards, Replacing Power Supply, Traced Out Fiber Cords into the network closet, Help customers generate Mail-32 Bit for Outlook emails, Find The IPv4 for the workstations in the building, Dealt with PKI’s and PCC’s for customers CAC cards in Active Directory.

• Installed important security and functionality patches to maintain optimal protections against intrusion and system reliability.
• Worked with users to determine areas of technology in need of improved usability.
• Established network specifications and analyzed workflow, access, information and security requirements.
• Implemented corrective plans of action for network availability, utilization and latency.

• Provide IT support to all customers
• Provide the necessary information in the ticket in the event the ticket is passed to another solver group
• Work with Servicenow and Remedy to troubleshoot tickets
• Change and reset passwords on all FBI enclaves
• Provide desktop software application assistance and installation
• Provide customers with status of the ticket and serve as primary support
• Give guidance to customers to resolve their issue and prevent recurrences of the issue to the best extend possible
• Provide expert technical support to customers having varying levels of computing skills
• Provide detailed diagnostic summary for the next tier level support
• Writing comprehensive diagnostic details in tickets after troubleshooting and triage activities

• Escort Uncleared individuals through Secure/Classified facility until departure
• Closely observe uncleared workers and surroundings as they move and work throughout the facility
• Surveil environment for any suspicious or unusual activity
• Maintain a secure work environment in classified spaces with sensitive documents
• Prepare Incident Reports in the event of a security breach or similar occurrence.

-During the Trump administration I worked with the logistics coordinator on the NATO Summit. Those duties I performed includes…

-Test Presidential software connection.

-Tested connections using laptops given by the advance team.

-Tested electronics such as TVs, laptops, etc to make sure they functioned properly or needed to be switched out.