Jameson D. Fawcett
New Sharon,IA
Summary
Dedicated technician with over 6 years of experience in troubleshooting, customer service, and analytics, demonstrating a strong commitment to safety with a track record of zero work loss days. Proven ability to comply with safety regulations while delivering high-quality maintenance and bench builds. Results-driven professional adept at identifying and resolving technical issues efficiently, ensuring optimal performance and customer satisfaction. Strong analytical skills complement hands-on expertise, contributing to continuous improvement in operational processes.
Overview
7
7
years of professional experience
1
1
Certification
Work History
G6 Helpdesk Technician (GS-9) 0800-1630 Mon-Fri
Iowa Army National Guard
10.2021 - Current
- Guided junior helpdesk technicians in identifying basic computer networking issues and gathering information to assist tier II or tier III administrators in expediting issue resolution
- Facilitated technical support and resolution of issues related to Microsoft O365 products and diverse applications crucial for customers’ workday, maintaining minimal downtime of end users.
- Cooperated with fellow helpdesk technicians to discover, apply, and archive solutions for ongoing technical concerns and specialized issues within Department of Public Defense landscape, ensuring a current technical solution guide through Microsoft OneNote that minimized troubleshooting duration for standard technical problems
- Established user accounts adhering to principle of least privilege
- Collaborated with cybersecurity department to validate software requests according to organizational requirements and compliance standards.
- Directed troubleshooting initiatives during organization-wide outage, partnering with National Guard Bureau and Defense Information Systems Agency to rectify issues for users alongside higher tier technicians.
- Executed coordination and lifecycle management of over 4000 machines for employees, including National Guard members, state employees, and contractors, to fulfill objectives of Department of Public Defense.
- Evaluates compliance of computer applications, various browsers, and operating systems in accordance with Department of Defense (DoD) Security Technical Implementation Guide (STIG).
- Formulated multiple PowerShell scripts that facilitate software installation, troubleshoot software issues, collect information, and support enhanced quality of life for both users and coworkers.
Information Technology Specialist
Iowa Army National Guard, Boone
03.2019 - Current
- Streamlined network management processes, reducing downtime and improving system reliability.
- Led IT support initiatives, enhancing user satisfaction and operational efficiency across departments.
- Developed and implemented security protocols to safeguard sensitive data against cyber threats.
- Mentored junior staff on troubleshooting techniques and best practices for technical support.
- Set up network profiles, security permissions and file sharing systems.
- Troubleshot complex hardware and software issues for swift resolution, minimizing downtime for affected users.
- Used ticketing systems to manage and process support actions and requests.
IT Specialist (Customer Support)
Operation Joint Guardian, Camp Bondsteel, Kosovo
08.2020 - 07.2021
- Uphold rigorous standards for accuracy, thoroughness, and precision in help desk ticket and incident tracking
- Configured and installed diverse end-user systems across multiple networks.
- Interacted with customers as tier 1 remote desktop technician to assess, troubleshoot, and address multiple tickets and incidents, upholding superior quality of customer support.
- Provided technical support for hardware and software issues, ensuring optimal system functionality.
- Monitored network performance, identifying and resolving connectivity issues proactively.
Education
Information Technology Specialist (25B) certification -
2020 CompTIA Security+ - 601
High School Diploma - undefined
New Sharon, IA05-2017
Skills
- Troubleshooting technology issues
- Windows and server administration
- Experienced with Microsoft products
- Task optimization in IT project management
- Customer service adaptability
- Experience with scripting languages, including PowerShell
- Works Well Under Pressure
Certification
- CompTIA
- Secure Infrastructure Specialist (Security+)
Timeline
G6 Helpdesk Technician (GS-9) 0800-1630 Mon-Fri
Iowa Army National Guard
10.2021 - Current
IT Specialist (Customer Support)
Operation Joint Guardian, Camp Bondsteel, Kosovo
08.2020 - 07.2021
Information Technology Specialist
Iowa Army National Guard, Boone
03.2019 - Current