James Clint Conrad

-Lead and supervise a multidisciplinary support team responsible for the full lifecycle sustainment of 100+ virtual reality training devices supporting U.S. Air Force pilot training operations.

-Align technician strengths with project needs, assigning roles based on individual expertise, certifications, and performance history to optimize efficiency and mission readiness.

-Direct end-to-end project management processes including planning, scheduling, resource allocation, procurement, and system integration. Ensuring all milestones are met on time and within budget.

-Coordinate daily task assignments based on technician expertise, workload, and mission urgency, ensuring efficient resource utilization and maximum system uptime

-Ensure compliance with Department of Defense (DoD) Risk Management Framework (RMF) and Security Technical Implementation Guide (STIG) standards to maintain cybersecurity posture across all systems.

-Oversee the installation, configuration, and lifecycle management of VR flight training applications and supporting software, ensuring optimal performance and user experience.

-Interface with Air Force leadership, vendors, and stakeholders to communicate system status, manage expectations, and support evolving mission requirements.

-Proactively identify technical issues and implement solutions to minimize downtime, extend system longevity, and enhance pilot training outcomes.

-Provide mentorship, coaching, and professional development opportunities to team members to build a culture of accountability, growth, and technical excellence.

• 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.

• 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.

• 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

• 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.

• 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.

• 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.