James Richardson

• Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers..
• Enforced policies and procedures to increase efficiency.
• Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
• Documented support interactions for future reference.
• Analyzed issues to identify troubleshooting methods needed for quick remediation.
• Self-motivated, with strong sense of personal responsibility
• Proven ability to learn quickly and adapt to new situations.
• Worked well in team settings, providing support and guidance.
• Passionate about learning and committed to continual improvement.
• Organized and detail-oriented with a strong work ethic.
• Adaptable and proficient in learning new concepts quickly and efficiently.

• Advised senior leaders on operations, intelligence, and risk assessment daily briefings.
• Supervised high-value equipment, maintaining zero loss record over 5 years.
• Lead and mentored 16 subordinates.
• Tracked team readiness and provided timely information to Command Group,
• Improved unit mission readiness by providing Open-Source brief and oversaw creation of monthly story boards recording activities of organization.
• Produced multi-source intelligence reports and products for different agency customers

• Exceeded monthly goals recording IT solutions using Remedy.

· Using ITSM Remedy Document all customer interactions, resolve or report problems needing further escalation for resolution

· Assist with Software deployment through the use of Software Center

· Support clients through monitoring and modifying Active Directory accounts

· Resolve user end DLA LAN and home wifi connectivity issues.

· Manage Citrix Workspace Virtual App and monitor client sessions through Director remote application tool.

· Support Thick, Thin and Zero Client operations

· Assist user end Microsoft Outlook

· Microsoft office 365

· Resolve user end software issues through Bomgar, Skype and Teams remote access tools

· Manage Account Management and Provisioning Systems account.

· Provide assistance with installation and access to client remote Juniper and Pulse Secure Virtual Private Network.

· Resolve or escalate issue with hardware

· Resolve Lan, Wan connectivity issues.

· Basic break-fix and printer support

· Working knowledge of macOS, iOS, and Android OS

• Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
• Engaged in user support interactions via telephone, chat and email platforms.

• Improved information collection and recordkeeping accuracy by creating, updating, and managing customer communications.
• Made decisions affecting daily operations such as overseeing purchasing and inventory management.
• Utilized proven problem-solving methods in accordance with Department of Defense policy to enhance client satisfaction.
• Established and implemented effective security training programs.
• Responsible for managing 2,000 Military, government and contractor Security clearances in Joint Personnel Adjudication Systems (JPAS) and DOD Consolidated Adjudications Facility (CAF).
• Managed Physical Secure Access Management programs
• Ensured Physical Security of over 100 Protective Ditribution SIPR systems.
• Enforced Information and Operational Security in accordance with DOD regulations.

• Led identification, development, implementation and maintenance of security requirements for entire organization.
• Completed vulnerability scans to identify at-risk systems and remediate issues.
• Supervised risk management, loss prevention and safety operations for . classified facilities to decrease incidents of theft, waste and abuse.
• Recorded incident reports with detailed accounts of occurrences.
• Worked in fast-paced and high-risk environments while maintaining exceptional standards of excellence for security programs, strategies and plans.
• Supported Chief Operating Officer with daily operational functions.
• Verified data integrity and accuracy. Obtained documents, clearances, certificates and approvals from local, state and federal agencies.
• Generated and provided weekly country briefings to the160th Signal Brigade Command Group regarding security concerns.
• Created and distributed weekly open-source Intelligence briefings to 160th Signal Brigade Command Group.
• Organized and monitored JPAS/ JCAVS security database of over 600 Soldiers, DA Civilians, and Contractors.
• Created and maintained log of over 200 electronic keys maintaining while controlling access to secured rooms. Created and maintained inventory of classified Communication Security devices for several overseas tours.

• Maintained prescribed network software configurations to support consistent and reliable infrastructure performance levels.
• Oversaw distribution of patches and new software releases to support network security and integrity.
• Identified timeslots for preventive maintenance by examining work schedules and reducing service disruptions for network users.
• Managed aspects of network operations center (NOC) operations.
• Responded to network outages and issues related to circuits, websites, vendors and telecoms.
• Joint Network Node Supervisor Lead and supervised tactical network systems, satellite terminals and line of site radio operations teams.
• Set up and monitored signaling equipment, routers, switches, Line of Site Data transmission, satellite link terminals and call managers.
• Responsible for secure use, transmission, accountability and destruction of Communication Security equipment.
• Provided world-wide tactical network operation Regional Hub Node in Guam.
• Supervised, instructed, and mentored soldiers in tactical operations, technical skills and daily life skills.
• In charge of Hazardous Material and Ammunition for overseas transport.

• Evaluated systems to identify and locate system malfunctions using visual, manual and computer-assisted diagnostic approaches.
• Installed new wiring and connections to complete connections and bypass cable faults.
• Created detailed estimates and accurate work order documentation, factoring in labor costs and materials needed to successfully complete high-quality work.
• Electronic Equipment Repair Repaired, validated and monitored electronic signaling equipment.
• Responsible for inventory warehouse of electronic communications equipment valued over $5 million worth of network, radio and satellite technology in Iraq.
• Carried out day-day-day duties accurately and efficiently.

• Supervised, and mentored personnel in technical and tactical development
• Lead and supervised satellite terminals and line of site radio equipment worldwide
• Coordinated installation of new users and relocations of existing users.
• Established secured networks and computers for residential customers.
• Eliminated downtime and maximized revenue by providing top project quality control.
• Managed use, accountability and transportation of communication security equipment. (COMSEC)
• Provided world-wide tactical support by being among the first soldiers to set up the Regional Hub Node in Guam
• Diagnosed and resolved complex integrated customer issues for implementation, add-on, maintenance and support of voice, data, VoIP and CTI applications.