Jasc Williams
Arlington,VA
Summary
I began my IT career in the United States Air Force doing hardware asset management and I was responsible for overseeing and managing a group of 50 other individuals. I then began contracting with government and became a IT accounts manager, managing all of Joint Service Provider’s (DISA) clients from GS12 to Deputy Directors and Generals. Seeking to expand my skills I was promoted to a Logistics Manager, managing not only my team but the entire pentagon and mark center. I had dual responsibilities as a logistic manager and print network specialist where I would build printer queues to put printer devices on the network (NIPR /SIPR). Still supporting the pentagon, I then moved on to become a Tier 2 technician where I quickly rose to becoming a lead in my first 3 months on the job and was responsible for managing a team of 30 individuals. As I continued to elevate my skills and career, I took an opportunity to work in cybersecurity as a Pki engineer/ Registration Authority. I had dual responsibilities as I was the Trusted Agent Training Manager responsible for training all of the trusted agents in the NCR/ DOD. Eventually I ventured out and worked with the Department of State as a System Administrator Lead. I would then return to DISA as the IT Office manager / Project Lead. With my diverse background, ability to lead, my communication skills and my high spirited work mindset I would be an asset to any team that I am apart of and will elevate not only my team members but elevate a positive work environment.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Helpdesk Specialist Project Lead
JCS Solutions LLC
06.2025 - Current
- Provide IT Service Desk support installing, operating, maintaining, troubleshooting, administrating, and cybersecurity defense of data and applications hosted in the DTRA Data Center on both the classified and unclassified systems.
- Serve as the initial point of contact for IT-related problems and incidents. In this capacity you will provide phone, online and deskside support to users, performing technical triage, troubleshooting, resolving the issues, and following escalation protocols as necessary.
- Provide great and prompt customer service to DTRA personnel by assisting them with IT-related issues.
- Document and communicate degradation of services or outage issues information to customers and help with resolution.
- Analyze, troubleshoot, and resolve tickets based on the Help Desk allocation process.
- Follow ITSM and ITIL processes to ensure quality of services and prompt resolution.
- Ensure your assigned tickets stay within the program’s AQL/SLA commitments.
- Open and close tickets in Remedy and/or Service Now.
- Ensure all tickets, requests, and work orders are properly documented.
- Create or coordinate the development of Knowledge Base Articles (KBA)
- Troubleshoot complex problems and able to derive root causes and apply correct fixes or workarounds.
- Provide support for new employees setting up ADPE (ex. Monitors, keyboard, mouse, VDI, laptop, phone, printer, VTC suite), ensuring network connectivity, and any unresolved account administration providing access to the necessary websites, applications, or services.
- Excellent communication and collaboration skills.
Office/IT Manager
Koniag Government Services
Arlington, VA
03.2024 - Current
- Answer, address and track IT issues and requests to completion in a timely manner.
- Help users forward complex (or non-local) issues/requests to JSP/DISA.
- Coordinate advanced internal technical support when necessary.
- Provide troubleshooting support and analysis.
- Provide IT oversight for build out of new spaces in a Crystal City, VA
- Respond to and analyze problems through discussions with users and technical staff.
- Provide troubleshooting support on web-based tools, products and software.
- Provide troubleshooting support on computer equipment and usage.
- Provide basic troubleshooting for DoD mobile devices.
- May assist in monitoring and enforcing licensing and security procedures.
- Coordinate the purchase and set up Cloud Architecture and Development IT as well as the set up of standard JSP/DISA IT.
- Perform technology training for organizational staff if required.
- Assist in support and development projects. Work may include performing research to enhance efficiencies, analyzing and documenting current systems, assisting with testing and implementation of new technology systems.
- May also assist in monitoring, setup, repair and troubleshooting of printer/faxes/copiers/phone/computer equipment in offices.
- Perform any additional responsibilities as requested or assigned.
Senior Information Systems Engineer
NCI Information Systems
Washington, DC
02.2020 - Current
- Install, troubleshoot and configure computer workstations, monitors, laptops, printers, scanners and install and configure software packages, routine and emergency installation of patches, upgrades, antivirus software, anti-virus signature files and upgrades.
- Manage Customer Projects from start to completion.
- Answer Help Desk phone as required, and provide technical information or make note of trouble call actions have been completed.
- Input all trouble calls in Trouble Call tracking system, recommend closure of trouble call tickets when actions have been completed.
- Replace basic system components.
- Coordinate warranty replacement of components with vendors.
- Prepare computer equipment for shipping or turn-in including sanitizing hard drive, and palletizing equipment.
- Support all computer labs to ensure all computers and printers are operational, to include loading paper and replacing printer cartridges.
- Use disk cloning equipment to restore hard drive contents
- Apply security upgrades and patches as instructed.
- Provide summaries of trouble calls that have been completed when requested.
- Provide updates to management personnel as necessary.
- Assist in training lower level operators in operations procedures.
Cyber Security Analyst
DirectViz Solutions, LLC
Arlington, VA
01.2021 - 03.2024
- Registration Authority (RA) - An RA is an official recognized by the Certificate Authority to ensure that the subscribers appropriately present the necessary credentials for registration into the PKI. In the DoD PKI
- RAS enroll devices into the PKI, revoke user certificates and authorize Local Registration Authorities to enroll individual subscribers
- Support revocation and suspension of a certificate on Unclassified and/or Classified networks.
- Support restoration of suspended certificates
- Support registration and/or termination of Lr As
- Add, modify and delete directory entries
- Perform third party key recovery
- Approve issuance of certificates to network NPEs.
- Produce and deliver an Issuance report
- Support retention of all associated documentation for a period of 10 years for DoD and 10 years 6 months for NSS documents. The retention can be in an electronic format, i. e. scanned image (pdf). If stored in digital format, the originals may be disposed of appropriately. All retention and disposal will be in accordance with CNSS Instruction No. 1300, December 2014
- Support duties as assigned through NSS/PKI RPS and DoD/PKI CPS
- Provide support to LRA, TA, and ETA in accordance with DoD PKI RA-LRA CPS and RPS to ensure
- RA Operations are aligned with DISA Audit requirements
- Monitor the RA Operations in accordance with DoD PKI RA-LRA CPS and RPS to ensure RA
- Operations are aligned with DISA Audit requirements
- Support the Army CIO/G6 Cyber Security Directorate and the NETCOM G3/5/7 in addressing audit findings to include migration and correction of findings in accordance with DoD PKI CPS and RPS
- Develop and maintain an OJT package
Network Engineer II
Sinew Management Group
Washington, DC
03.2019 - 02.2020
- Performs day-to-day service of equipment based on the work plans provided; planning daily travel schedule.
- Troubleshoot and restore full capabilities of print devices supported under the contract.
- Ensure print devices are installed in accordance with DOD STIG requirements, user requirements, and communicate with Print management tools.
- Troubleshoot errors in print queue, IP reservation, Kerberos, and other anomalies that prevent full operation of a print device.
- Operate and maintain the end-user device configuration management portion of the network printer infrastructure, consisting offloading appropriate device drivers, adding, deleting, and modifying set-up to ensure operation of end-user devices.
- Submit data port activations to provide connectivity to print devices. The Contractor shall monitor through provisioning and complete installation upon activation of ports.
- Maintain a software repository of necessary firmware and software.
- Maintain 100% inventory of all devices managed on the network. Maintain log of all print queues, IP addresses, and serial numbers of all devices with associated print queues.
- Manage all information in accordance with defined information security parameters and DOD/DISA STIGs.
- Administer, monitor, and report the status of print queues and print capabilities of customers.
- Submit requests for port activations to ensure availability of print devices on the network printer infrastructure.
- Identify, create, configure, and manage current network print queues as necessary to include setup and testing of all print devices to include printers, copiers, multifunctional devices and any other device requiring management through the print server infrastructure.
- Test end-user network printer and ensure users in the vicinity of the device can print to the device.
- Upon direction of the Government, set and maintain printers with default settings of "B/W" print and "duplex" output when available and enable the option to select color output for individual print jobs.
- Provide a quarterly report on STIG compliance for all systems (i.e. password setting, SNMP community strings, firmware updates, etc.).
- Escalate any non-resolvable STIG issues to the Government immediately (i.e. network related dependencies limiting ability to resolve an issue).
- Must utilize HP WebJet tool and Canon EMC.
- Monitor and actively respond to assigned service request tickets as issued by Remedy ticketing system.
- Plan, prioritize, and monitor assigned tickets to ensure all necessary service tasks are acknowledged and resolved in accordance with the acceptable quality level (AQL) per Contract PWS.
- Update all ticket Summary in accordance with established format for effective management – Format provided by PM Sinew Management Group.
- Ensure DoD and contract compliance.
- Document services and installation actions by completing forms, reports, logs, and/or records.
- Update job knowledge by participating in educational opportunities; reading professional publications; maintaining required certification status active
- Maintain detailed and current knowledge of SLAs and procedures as well as a clear
- Understanding of supporting devices
- Provide all other contract related reports to PM.
- All other contract related tasks given by PM
IT Account Manager
CACI International Inc
Washington, DC
03.2018 - 03.2019
- Providing quality customer care to our Nation’s Generals and Government Personnel.
- Interact with customers regularly to increase customer satisfaction and customer respect.
- Analyze customer IT requirements for IT support and recommend preferred. Solution that optimizes engineering, management, and cost parameters.
- Take ownership and manage requirements from creation to completion.
- Coordinate with the customer provider to satisfy a customer’s IT requirements.
- Support the diagnosis, resolution and documentation retention of IT problems and trouble reports.
- Coordinate test and evaluation of hardware and software being considered for implementation.
- Manage and coordinate tickets in the Remedy.
- Project Management
Hardware Technician
United States Air Force
02.2013 - 02.2019
- Life cycle replacement of desktops
- Software management
- Workstation setups
- Troubleshooting hardware issues
- Troubleshooting Microsoft applications
- Account creations
- Account management
- Network Troubleshooting
Education
Diploma -
Thomas Stone High School
Some College - undefined
Southern New Hampshire University
Skills
- Help Desk
- Project management
- Developing SOP’s
- Training Manager
- Identity Management
- Software Troubleshooting
- Firmware
- Active Directory
- Technical Support
- IT Support
- VPN
- Computer Networking
- Operating Systems
- Software Testing
- Information Security
- Microsoft Windows
- Microsoft Windows Server
- Remote Access Software
- TCP/IP
- Network Support
- Citrix
- DHCP
- Troubleshooting
- Disaster Recovery
- Microsoft Exchange
- Network Security
- Network Administration
- VMWare
- Management collaboration
- Technical communication
- Supply management
- Emergency response
- System installations
- Team collaboration
- Coaching and mentoring
- Technical troubleshooting
- Troubleshooting techniques
- Risk management
- Business reporting
- Teamwork and collaboration
- Problem-solving
- Multitasking
- Attention to detail
- Written communication
- Excellent communication
- Relationship building
- Team building
- Project planning
- Decision-making
- Process improvement
- Process analysis
- Logistics coordination
- Project restructuring
- Team leadership
- Teamwork
- Adaptability and flexibility
- Operational efficiency
- Interpersonal skills
- Customer relationship management
- Goal setting
- Professionalism
- Strategic planning
- Time management abilities
- Inventory management
- Crisis management
- Workflow optimization
- Performance management
- Improvement plans
- Forecasting
Affiliations
United States Air Force
Certification
- CompTIA Security+; July 2019 to July 2022
- Windows Operating System Certificate; Present
- CompTIA Network+
Interests
Creative Directing / Creative Marketing, Advertisement, Music Producer
Awards & Honors
Security+ certification, Completion of basic training certification, AF training ribbon, National Defense Service Medal, Global War on Terrorism Medal, All Conference Basketball Allstar, All County Basketball Allstar
Additional Information
United States Air Force; Rank: E2; February 2013 to February 2019
Timeline
Helpdesk Specialist Project Lead
JCS Solutions LLC
06.2025 - Current
Office/IT Manager
Koniag Government Services
03.2024 - Current
Cyber Security Analyst
DirectViz Solutions, LLC
01.2021 - 03.2024
Senior Information Systems Engineer
NCI Information Systems
02.2020 - Current
Network Engineer II
Sinew Management Group
03.2019 - 02.2020
IT Account Manager
CACI International Inc
03.2018 - 03.2019
Hardware Technician
United States Air Force
02.2013 - 02.2019
Some College - undefined
Southern New Hampshire University
Diploma -
Thomas Stone High School