James Clint Conrad
Brackettville,TX
Summary
Innovative IT Support Specialist with experience in selecting and setting up diverse technical equipment. Strong written and oral communication skills resulting in knowledgeable, satisfied customers. Excellent instructional and problem-solving skills reduce concerns related to new technology. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
12
12
years of professional experience
3
3
Certifications
Work History
Technical Site Manager
Vertex Solutions
11.2021 - Current
- Managed daily operations aligning with technical team management and support principles, ensuring compliance to Air Force flying simulator requirements
- Provide guidance & support to a team of technicians responsible for Immersive Training Devices used to facilitate pilot training
- Improved client satisfaction with timely project completion through effective communication and coordination among team members.
- Oversee project management, scheduling, procurement, assembly, and maintenance of over 150 devices
- Install software, maintain configurations, and security standards in accordance with DOD RMF and STIG guidance
- Utilize tools such as SCAP scan and STIG Viewer
- Install, configure, and maintain applications and programs for VR simulated flight training.
IT Support Specialist
Choctaw Defense Services
11.2020 - 11.2021
- Delivered onsite technical support for 100 employees
- Streamlined helpdesk processes for quicker issue resolution and increased customer satisfaction.
- Support government and private furnished devices such as workstations, laptops, tablets, printers, and network equipment
- Collaborated with cross-functional teams to ensure seamless IT support during major company initiatives.
- Manage mobile devices such as cellular phones, setup, maintain, and configure Office 365 accounts with 2FA
- Cybersecurity Liaison - work with USAF Cyber Wing to configure, maintain, and enforce cybersecurity policies on clients
- Remediate hardware and software issues for GFE and Choctaw equipment as needed upon request from Cyber Wing personnel.
IT Support Specialist
Amentum
08.2019 - 11.2020
- Conducted business analysis activities related to IT applications, ensuring compliance with policies and standards
- Maintained and supported over 100+ workstations and laptops among Corporate and Government (USAF) networks
- Cybersecurity Liaison - work with USAF Cyber Wing to configure, maintain, and enforce cybersecurity policies on client computers
- Ensure hardening of GFE and DynCorp/Amentum devices by appropriately updating applications and firmware outlined by NIST
- Improved response times by creating a knowledge base of common issues and resolutions accessible to all support staff.
IT Technician II
U.S. Federal Courts
06.2018 - 08.2019
- Tier II hardware, software, A/V, mobile device support
- MDM management and configuration - Majority support provided for Apple devices such as iPhones and iPads
- Asset management tracking and identification
- Manage telecom and VTC services
- Troubleshoot and escalate issues with bridge conferencing for courtroom hearings
- Participated in planning sessions for IT projects, contributing technical expertise to ensure successful project outcomes.
- Assist technical personnel with device management for cybersecurity protocols
- Provided remote technical support, resolving issues quickly without requiring onsite visits whenever possible.
- Averaged 15-20 daily tickets and assignments
Technology Manager
Brackett ISD
09.2014 - 06.2018
- Led initiatives in system efficiency and utilization.
- Improved overall technology efficiency by implementing streamlined processes and system upgrades.
- Systems Administration duties such as firmware patches, RSA/2FA, software updates & system improvements
- Delivered robust infrastructure solutions by designing and implementing efficient network architectures.
- Led configuration and management for VTC Polycom consoles to establish distance learning with higher learning institutions
- Procured new Polycom VTC units dedicated to distance learning
- Project Management - Led multiple initiatives to obtain and refresh infrastructure equipment
- Cybersecurity implementation and management
- Established procedures to implement security controls via SCCM and 3rd party management tools
- IAM - Created procedures to track and manage requests for new user access and deactivation for all K-12 applications.
- Streamlined IT operations by implementing effective process improvements and automation techniques.
IT Field Service Engineer
HVHC Inc
08.2013 - 09.2014
- Managed multiple projects simultaneously, streamlining communication between clients and internal teams to achieve project goals.
- Improved equipment reliability by conducting thorough field service repairs and maintenance tasks.
- Build and configure 5-10 Windows POS servers with proprietary retail software each month
- WAN/LAN configurations for thin clients and fax servers
- Tier II WAN/LAN Support, Low Voltage & structured cabling support during onsite installs
- Established good practices for packaging and shipping pallets of retail equipment and tools to retail sites
- Installed up to 8 or more retail stations for each project
- Repaired retail, network, and peripheral equipment on clients' premises.
- Enhanced customer satisfaction with prompt and efficient troubleshooting of complex technical issues.
IT Support Center Technician
HVHC Inc
09.2011 - 08.2013
- Provided mentorship and coaching to onboarding technicians, aligning with Team Lead responsibilities
- Provided helpdesk level support for workstations, laptops, printers, and mobile devices for over 1000+ national employees
- IAM - Used tools such as Active Directory, Exchange MMC & Exchange PowerShell to grant users rights and access to different applications
- Followed IAM procedures to track and manage access requests for account activation/deactivation
- Tier 1 support for LAN/WAN issues for corporate and retail sites
- Established onboarding & offboarding policies and procedures - Provide mentorship to onboarding technicians
- Offered friendly and efficient service to customers, handled challenging situations with ease
- Assist Tier 2 & 3 for afterhours RSA administration, resetting and assigning tokens, right fax administration, and Microsoft Outlook administration.
Education
Bachelor of Science - Technical Management
Purdue Global University
Online05.2024
Associate of Applied Science - Computer Networking Systems
ITT Technical Institute
San Antonio, TX06.2013
Skills
- IT Infrastructure Management
- Network Maintenance
- Project Management
- Systems Administration
- Emerging Technologies Evaluation
- Hardware and Software Inventory Management
- Disaster Planning and Data Backups
- Team Leadership and Growth
- Service Desk Operations
- Budget Monitoring
- Vendor Management
- Asset Management
- Design and Planning
- Inventory Management
- Process Improvement
Certification
- CompTIA Security +
- CompTIA N+
- CompTIA A+
Certification Expiration
11/2025
Clearance
DOD Secret CAF
Timeline
Technical Site Manager
Vertex Solutions
11.2021 - Current
IT Support Specialist
Choctaw Defense Services
11.2020 - 11.2021
IT Support Specialist
Amentum
08.2019 - 11.2020
IT Technician II
U.S. Federal Courts
06.2018 - 08.2019
Technology Manager
Brackett ISD
09.2014 - 06.2018
IT Field Service Engineer
HVHC Inc
08.2013 - 09.2014
IT Support Center Technician
HVHC Inc
09.2011 - 08.2013
Bachelor of Science - Technical Management
Purdue Global University
Associate of Applied Science - Computer Networking Systems
ITT Technical Institute
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