James M. Berry
Lawton,OK
Summary
Dynamic professional with a robust background in service delivery and client management, excelling in problem-solving and process improvement. Proven ability to enhance customer support experiences while fostering team collaboration to drive exceptional results. Recognized for flexibility and reliability, complemented by strong communication, time management, and adaptability skills. Committed to delivering high-quality outcomes that align with organizational goals and client satisfaction.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Information Technology Senior Services Specialist
Department of Defense - U.S. Army Network Enterprise Technology Command
1647 Randolph Rd., Room 154, Fort Sill, OK.
03.2023 - 03.2025
- Top-Secret Security Clearance.
- Desktop Support Services Specialist Customer Support Branch: Team Lead Tiers 1 through 3.
- Network Enterprise Center Contracting Officer's Representative Less than 6 months.
- Systems Administrator Information Assurance Vulnerability Management Remediation Team.
- Provides support to Military Units, Soldiers, Civilians, and Contractor personnel on the Fort Sill Army Post Installation.
- Maintained services for Information Technology Systems on the Unclassified Non-Secure Internet Protocol Router and Classified Secret Internet Protocol Router Networks, Local Area Network, Wide Area Network, and Wireless Local Area Network to perform Customer Service, Cyber Security Compliance and highly proactive functions, and other Help Desk duties associated.
- Provides technical assistance to local functional users to minimize operational disruptions.
- Answer incoming phone calls and making outbound calls, sending and receiving emails, and utilizing Microsoft Teams to message manage chat sessions for services providing general and advanced technical troubleshooting and resolutions for supported personnel serviced by the Customer Support Service Branch.
- Respond to and resolve assigned Remedy Army Enterprise Service Management Platform work requests to provide Tiers 1, 2, and 3 Information Technology Support to include, but not limited to, the installation, configuration, and troubleshooting of issues on Military and Government Funded Equipment and information technology systems connected to Unclassified and Classified Networks such as Computer hardware and software using Central Configuration Manager and Software Center.
- Assists with the remediation and patching of systems identified with vulnerabilities utilizing Assured Compliance Assessment Solutions scan results.
- Creates, issues, and manages system accounts, groups, and passwords; and develops and enforces network security program standards such as Group Policy Objects.
- Monitors the status of trouble tickets in the Remedy 8.1 Ticketing System and the Army Enterprise Services Management Platform to ensure problems and requests for assistance and services are resolved within the Information Technology and Command, Control Communications, Computers and Information Management guidelines and controlled, required Information Technology Services Catalog for Customer Support Services assigned and regulated by the Network Enterprise Center, 106th Signal Command, and 7th Signal Command Headquarters.
- Utilizes Enterprise Level Microsoft Endpoint Configuration Manager formally known as System Center Configuration Manager to advertise mission critical software, create basic and limited Active Directory Organizational Units collections to deploy, and distribute content, required for successful mission completion for software packages and the Army Gold Master Operating System image platform.
- Manages difficult calls to assist the customer in receiving prompt and reliable service, this includes Priority Users who are Very Important Persons with ranks and pay grades of Brigadier General, Colonel Government Service Employees 14 and 15, and Non-Priority Users who are regular customers such as soldiers, civilians, and contractors.
- Provides formal or informal training so that all customers and users understand the relationships of the Unclassified and Classified Information Technology Systems, standard operating procedures, policies, known knowledgeable good practices, and can work with these systems without undue interruption.
- Implement plans to meet objectives of the Customer Support Service Branch; coordinate and integrate activities; manage, lead, or administer resources; monitor activities and resources to mitigate risk; implement or maintain quality assurance processes; make improvements, solve problems, or take corrective action when problems arise; give presentations or briefings on all services; participate in phase, milestone, and final reviews; identify documentation requirements or procedures; and develop and implement release plans.
- Test and analyze computer malfunctions to resolve physical operating problems.
- Subject Matter Expert in a variety of roles and responsibilities who works independently and without supervision, as a Team Lead, or as a Team Member.
- Determines appropriate products or services with clients and customers to fit their specific wants or needs, defines problems to be solved, assignments, requirements, and deliverables; develops, modifies, and provides input to required operational plans.
- Generates daily, weekly, and monthly statistical reports on service requests, problem resolutions, and other subjects, as requested by the supervisor of the Customer Support Service Branch.
- Aids Junior Customer Support Specialists with the Army Enterprise Service Management Platform trouble ticketing system, customer issues, and assignments of mission critical, priority tasks as needed.
- Performs Information Assurance Vulnerability Management and Security Technical Implementation Guide checklists tasks and duties daily in support of the Command Cyber Readiness Inspection.
- Advanced Support for Unclassified and Classified Information Technology Systems running Army Gold Master Microsoft Windows 10 Enterprise Operating Systems versions 1709 through versions 25H2 as well as Army Gold Master Microsoft Windows 11 Enterprise Operating Systems versions 21H2 through versions 25H2 to regulate and improve compliance requirements and standards.
- Shared Training Coordinator for the Information Assurance Vulnerability Management Remediation portion of the Security Cooperation Information Program for Military Units S6, Information Management Officers, Information Systems Security Officers, Information Assurance Support Officers, System Administrators, Workstation Administrators, Contracting Administrators, etcetera.
- Information Assurance Vulnerability Management Patching and Installing Microsoft Windows 10 and 11 versions 20H2 through versions 25H2 Operating System Security Updates for vulnerable Unclassified and Classified systems listed in Active Directory and connected to the network on both sides of the NASW Domain.
- Trellix McAfee Software Remediation, Microsoft Office 2016 and Army365 Software and Applications.
- Installation, Configuration, and Troubleshooting of required Above Baseline Software and Applications.
- Running Diagnostics of Hardware related issues, Hardware and Software Drivers and related known issues.
- Advanced PowerShell Integrated Scripting Environment utilization and Remote PowerShell sessions, Software Center Configuration Manager version 2012 through Microsoft Enterprise Configuration Manager version 2409.
- Enterprise Level Microsoft Client Configuration Manager, Microsoft System Center, Software Center.
- Imaging and Re-Imaging of Information Technology Systems on both Unclassified and Classified networks, Basic Input Output System and Firmware Updates, Advanced Active Directory Users and Computers experience with managing remote sessions, Dynamic Host Configuration Protocol Administration Network Diagnostics and Troubleshooting Network Authentication 802.1x, and monitoring Virtual Local Area Network Internet Protocol Leases maintained Internet Protocol Security to assure no network outages occur or report if any arise.
- DameWare Remote Support, Remote Desktop Protocol Support, Local and Remote Network Share Mapping, troubleshooting share access, permissions for users, files, and folders, Remote Network Drive Mapping to troubleshoot and assist in repairing and resolving known issues and problems daily.
- Microsoft Management Console, Remote Group Policy Configuration, Remote Registry, Remote Services Management, Remote Computer Management, Remote Event Viewer, and Remote Local Group Policy Manager.
- Print Server Management and Administration of Local and Network Printers Remote Management.
- Managed and Maintained required compliance with the Defense Information Systems Agency Security Technical Implementation Guide checklists and Security Content Automation Protocol Scans to secure U.S. Department of Defense Unclassified and Classified Information Technology Systems stationary and mobile devices utilizing the Defense Information Systems Agency Patch Repository.
- Direct Contact and Communication with Military, Government, Civilian, and Contract Personnel.
- Hands on, Local and Remote Services, Phone, Email, and Messaging Application of Services.
- Utilization of Remote, Teleworking, and Virtual Private Networking Protocols.
- Over 10 years Personal and over 6 years Professional Work Experience.
- Managed service requests to ensure timely resolution and customer satisfaction.
- Analyzed technical issues, providing solutions to enhance operational efficiency.
Information Technology Specialist Customer Support Technician
Department of Defense - U.S. Army Network Enterprise Technology Command
1647 Randolph Rd., Room 158, Fort Sill, OK.
09.2019 - 03.2023
- Serves as an Information Technology Manager within the Customer Service and Computing Branch, Enterprise Services Systems Division at the Network Enterprise Center for the Department of Defense U.S. Army Network Enterprise Technology Command.
- Provide Tier I and Tier II Information Technology support to customers on the Fort Sill Controlled Unclassified Non-Secure Internet Protocol Router and Controlled Classified Secret Internet Protocol Router Network, Local Area Network, Wide Area Network, Wireless Local Area Network, and Virtual Private Network.
- Provide advanced technical support and assistance to local and remote functional users to minimize operational disruptions by performing customer services for Help Desk and Desktop Support required daily tasks, responsibilities while maintaining proactive standard operating procedures, policies, tactics and techniques to ensure positive, efficient performance and workflow.
- Provide Information Assurance Vulnerability Management documentation to support the Server Applications, manage the creation of software packages, and maintains the configuration management console.
- Respond to and resolve assigned Remedy work requests to provide Tier 2 Information Technology support to include but not limited to the installation and configuration of personal computing hardware and software.
- Remediation of systems identified with vulnerabilities utilizing Assured Compliance Assessment Solutions scan results.
- Provide local touch labor customer support services; utilize databases to track significant issues and events to facilitate trend analysis and customer needs; and provide accurate and timely technical and functional support to customers.
- Configure client software such as DameWare Mini Remote Control, Microsoft Remote Desktop, Active Directory, Microsoft Management Console, and Window Server Update Services Console to enable remote network access.
- Provide recommendations for changes in the configuration of the Customer Support Service Branch network, suggestions to working area managers in process changes for improvements, and information to the Queue Manager for tracking customer service quality.
- Knowledgeable of system life cycle management principles, software security usability.
- Generate daily and weekly statistical reports on service requests, problem resolution, and other subjects, as requested by the supervisor of the Customer Support Service Branch.
- Creating and testing software driver packages and application collections deployed via System Center Configuration Manager.
- Implement plans to meet objectives of the Customer Support Service Branch; coordinate and integrate activities; manage, lead, or administer resources; monitor activities and resources to mitigate risk; implement and maintain quality assurance processes.
- Make improvements, solve problems, or take corrective action when problems arise; give presentations or briefings on all services; participate in phase, milestone, and final reviews; identify documentation requirements or procedures; and develop and implement release plans.
- Performs Information Assurance Vulnerability Alert Patch Management for a large organization, coordinates with other government agencies to record and report incidents.
- Assists with implementation of countermeasures or mitigating controls.
- Provides recommendations to leadership in solving problems in Information Technology policy and management, regulatory, and oversight matters, as well as provides administrative, compliance, and support in resolving significant technical issues.
- Performs study procedures for assigned projects that involve the application, modification, adaptation, or extension of established guides, precedents, methods, and practices in the field of information technology.
- Applies and tracks computer system security updates and vulnerability remediation for server systems and associated components either manually or using automated patch management tools and processes.
- Conducted system audits to ensure compliance with federal regulations and standards.
- Trained personnel on cybersecurity best practices and emerging technologies.
- Managed network configurations and security protocols for mission-critical systems.
- Developed and implemented IT solutions aligned with organizational objectives.
Information Technology Specialist Customer Support Technician
Department of Defense - U.S. Army Network Enterprise Technology Command
1647 Randolph Rd., Room 158, Fort Sill, OK.
09.2018 - 09.2019
- Information Technical Customer Support Specialist, Systems Administrator, Information Assurance Vulnerability Management Remediation Team.
- Advanced Support for Controlled Unclassified Non-Secure Internet Protocol Router Information Technology Systems running Army Gold Master Microsoft Windows 10 Enterprise version 1709.
- Shared Training Coordinator for the Information Assurance Vulnerability Alert Remediation portion of the SCIP Program, Information Assurance Support Officers, System Administrators, Etcetera.
- Information Assurance Vulnerability Management Patching and Installing tested and approved Windows 10 Security Updates for vulnerable systems on the NASW Domain.
- Installation of Required Above Baseline Software, Troubleshooting Issues with Above Baseline Software and Applications.
- PowerShell Integrated Scripting Environment Scripting and Remote PowerShell sessions to mitigate risks, remediate vulnerabilities, and to ensure compliance with Cyber Security policies, practices, and procedures.
- Software Center Configuration Manager version 2012 and upgraded Microsoft Enterprise Configuration Manager formerly known as Software Center Configuration Manager version 1702, Client Configuration Manager, Microsoft System Center.
- Software Center, Imaging and Re-Imaging Controlled Unclassified Non-Secure Internet Protocol Router Information Technology Systems, Basic Input Output System Security Technical Implementation Guides requirements and standards checklist implementation, Dynamic Host Configuration Protocol Administrator and maintained Network Diagnostics reports for performance and compliance standards.
- DameWare Remote Support, Network Share Mapping, Remote Group Policy Configuration, Remote Registry. Remote Computer Management, Remote Event Viewer, Local and Network Printer Remote Security Technical Implementation Guide protocol management.
- McAfee Software Remediation, Microsoft Office 2013 and 2016 Software and Applications, Remedy 8.1 ticketing system and tracking quality assurance standard operating procedures.
- Direct Contact and Communication with Military, Government, Civilian, and Contractor Personnel.
- Hands on, Local and Remote Services, Phone, Email, Office Communication Services, Microsoft Teams, OneDrive, and OneNote Applications and Services.
- Managed network configurations and security protocols for mission-critical systems.
- Developed and implemented IT solutions aligned with organizational objectives.
Information Technology Specialist
Department of Defense - Network Enterprise Center
3030 Hoskins Rd., Room 114, Fort Sill, OK.
09.2017 - 09.2018
- Department of Defense Technical Services Support Specialist and Systems Administrator.
- Contractor with Elevated Administrative Privileges: Tier 2 and Instructional Technical level 3 Career Field Environment.
- Priority was to maintain Controlled Unclassified Information Technology Systems and manage fulfillment of Support Services for the United States Army Training and Doctrine Command and Classroom 21 Labs. Daily Duty Station and Office call Building 3030.
- Direct Contact and Communication with Military, Government, Civilian, and Contract Personnel.
- Hands on, Local, and Remote, Phone, Email, Information Technology Service Management Remedy 8.1 Application of Services.
- United States Army Installation Management Command Customer Support at Building 4700, Welcome Center Common Access Card and Identification Office, Military Personnel Division and Directorate of Human Resources Information Technology Technician.
- Garrison G6 Assistance Tasked with Army Gold Master Microsoft Windows 10 Legacy Systems Upgrade Migration from version 1607 to version 1709.
- Imaging and Re-Imaging Controlled Unclassified Information Technology Systems, Basic Input Output System Security Technical Implementation Guide Change, User Profile Migration, Information Assurance Vulnerability Alerts and Management Remediation.
- Adobe Software Applications, Oracle Java, Microsoft Office 2013 Software and Applications, Common Access Card Authentication Troubleshooting.
- Dual Persona Troubleshooting, SnapScan, Kodak, Xerox, Ricoh local and Network Printers Driver Software Installation, Maintenance and Troubleshooting.
- Installation, Configuration, and Troubleshooting RECMOD, SAPGUI, CITRIX, eMILPO, eMILPO, IADS, and WAWF Software and Web Applications and Services.
- Managed network security protocols to protect sensitive information across multiple systems.
- Developed and implemented IT infrastructure improvements to enhance operational efficiency.
Information Technology Specialist
Department of Defense - Network Enterprise Center
475 Ganahl Rd., Room 5, Fort Sill, OK.
10.2015 - 09.2017
- Department of Defense Technical Services Support Specialist Senior Analyst.
- Contractor with Elevated Administrative Privileges: Tier 2 and Instructional Technical level 3 Career Field Environment Duty Station and Office call Building 475 Network Enterprise Center Headquarters.
- Priority was to maintain Controlled Unclassified Information Technology Systems and manage fulfillment of Support Services for the United States Army Training and Doctrine Command and Classroom 21 Labs in Support of 30th Brigade and their Unit S6.
- Direct Contact and Communication with Military, Government, Civilian, and Contract Personnel.
- Hands on, Local, and Remote, Phone, Email, Information Technology Service Management Remedy 8.1 Application of Services.
- Position Transition to Classroom 21 Labs Duty Station and Office call Building 3030 Requested Priority Local Customer Support.
- Software Center Configuration Manager 2007, Configuration Client Manager, Microsoft System Center, Software Center.
- Imaging and Re-Imaging Controlled Unclassified Information Technology Systems, Army Gold Master Standard Microsoft Windows 7 Enterprise In Place Upgrade Migration to Army Gold Master Standard Microsoft Windows 10 Enterprise.
- Information Assurance Vulnerability Management and Alerts Patching, Microsoft Windows Security Updates Installation, and McAfee Anti-Virus Software Remediation.
- Local and Network Printer Remote Security Technical Implementation Guide checklists Management, Hardware Replacement, and Hardware Lifecycle Assistance.
- Installation Improvement of Specific United States Army Training and Doctrine Command and Classroom 21 Labs Software IADS 4.0, Patriot Software, IETPs.
- Blackboard, United States Army Training and Doctrine Command Schoolhouse Department of Defense Student Course Registration and Account Creation Assistance.
- Skills and Knowledge sets have Exceeded in comparison to previous employment with Dell Incorporated.
- Advanced Support Above and Beyond Requirements. Over 2 years of Professional Work Experience.
- Provided technical support for end-users, troubleshooting hardware and software issues effectively.
- Led cross-functional teams in the deployment of new technologies and systems integrations.
- Managed network security protocols to protect sensitive information across multiple systems.
- Developed and implemented IT infrastructure improvements to enhance operational efficiency.
Help Desk Tier 3 - Customer Service Desk - Army Knowledge Online
Department of Defense - Dell Inc.
3501 SW 15th St., 2nd. Floor, Oklahoma City, OK.
12.2009 - 03.2015
- Department of Defense Technical Support Contractor for Inbound and Outbound call center.
- Providing Support Services to Federal Government and Civilian Employees and Military Personnel. Phone, E-mail Ticketing Agent Technical Support Senior Analyst.
- Department of Defense Policies, Processes, Procedures on Controlled Unclassified and Classified Information Technology Systems and support of mission critical services.
- Information Assurance Awareness and Cyber Security Fundamentals.
- Service Administrator, Remote Desktop Protocol, Defense Connect Online, Defense Information Systems Agency, Delayed Entry Program Services, Defense Enterprise Provisioning Online, Defense Enterprise Email, Blackberry, Mobile Iron, and Mobility Support.
- Ticketing System Services Information Technology Service Management Remedy.
- Email Services Microsoft Office 2007 through 2010 Application Program Assistance, Setup and Repair.
- Operating System and Army Gold Master Image Troubleshooting, Installation, and Repair Microsoft Windows XP, Vista, Windows 7.
- Advanced Skills in Desktop and Laptop Troubleshooting and Repair.
- Familiar with Microsoft Windows 8 & 10 Operating Systems.
- Software Repair, Hardware Repair, Local and Network Printer installation and troubleshooting.
- Assistance in Network Repair Ethernet, Wireless, Technical Assistance Support for Internet and Web based services.
- Team Captain Monitored call queue status and volume, Aux usage, Controlling team statistics and Working escalations for the purpose of De-escalation.
- Level 2 Mentor and Coach Agent professional development and performance audits, Assisted in call center supervision and management.
- 5 years Professional Work Experience plus 5 years Personal Technical Experience. Advanced Technical Skill Sets.
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
Education
Associates: 2-year Diploma - Information Technology | Computer Science
Moore-Norman Technology Center
4701 12th Ave NW, Norman, OK.12-2009
Skills
- Adaptability and flexibility
- Analytical thinking
- Attention to detail
- Customer support
- Workflow management
- Service delivery optimization
- Strong work ethic
- Computer skills
- Teamwork and collaboration
- Problem-solving skills
- Excellent communication
- Self motivation
Accomplishments
- Trained and Supervised a team of 10 staff members to assist in the mitigation of risks and vulnerabilities introduced on the network by utilizing ACAS scan results, IAVA, and IAVM remediation following standard operating procedures, known practices, and proven tactics and proactive techniques.
- Achieved 98% improvement in mitigation by introducing PowerShell ISE Scripting for daily remediation tasks. Achieved passing CCRI by completing STIG Compliance with accuracy and efficiency.
Certification
- CompTIA A+ - CE – Renewed
- CompTIA Network+ - CE – Renewed
- CompTIA Security+ - CE – Renewed Expires: August 2026
- MCDST XP 072-271
- MCP XP 072-272
- Windows 7 EDST 070-685
- ITIL-Foundations v3
- DISA Mobile Device Management and Mobile Administrative Services
- Derivative Classification Certification
- Marking Classified Information
- Cyber Security Fundamentals Information Assurance Fundamentals
- Windows 10 70-697/70-698 SkillPort
- Windows 10: Troubleshooting, Installing, Device Configuration, and End User Support - SkillPort
- DISA ACAS v5.3 2016 Certification
- DoD IDS Analysis v1.0 Certification
- Civilian Foundation Certification: 1-250-C59 DL
- Civilian Leader Basic Certification: 1-250-C60 DL
- Civilian Leadership Intermediate: 1-250-C61 DL
- AMSC Intermediate Virtual Classroom PH2 21-407 Civilian Leadership Course
- Defense Acquisition University Alternate Assistant COR Certifications
- AUDS Intermediate Training
- Remote, Teleworking, and VPN Compliance Training
Timeline
Information Technology Senior Services Specialist
Department of Defense - U.S. Army Network Enterprise Technology Command
03.2023 - 03.2025
Information Technology Specialist Customer Support Technician
Department of Defense - U.S. Army Network Enterprise Technology Command
09.2019 - 03.2023
Information Technology Specialist Customer Support Technician
Department of Defense - U.S. Army Network Enterprise Technology Command
09.2018 - 09.2019
Information Technology Specialist
Department of Defense - Network Enterprise Center
09.2017 - 09.2018
Information Technology Specialist
Department of Defense - Network Enterprise Center
10.2015 - 09.2017
Help Desk Tier 3 - Customer Service Desk - Army Knowledge Online
Department of Defense - Dell Inc.
12.2009 - 03.2015
Associates: 2-year Diploma - Information Technology | Computer Science
Moore-Norman Technology Center
Awards
- Department of the Army Certificate of Appreciation: Military Personnel Department and Directorate of Human Resources.
- Certificate of Appreciation: Military Personnel Department.
- Coin Awarded: 1st Battalion 30th Field Artillery Regiment Excellent Service
- Coin Awarded: NEC Fort Sill - Excellent Service Achievement Cyber Command Readiness Inspection.
- Certificate of Appreciation: NEC Fort Sill - 106th SIG 5 plus years of Excellence
Professional References
- Kinnelia Ocskai, (580)713-2305
- Violeta Varela, (619)410-1945
- Andre Franklin, (580)284-2258
- Jessica Parker, (520)227-9384