JOSE BAUTISTA
Colorado Springs,CO
Summary
Helpdesk Technician providing efficient technical support. Proven ability to diagnose and resolve hardware, software, and network issues. Strong communicator adept at simplifying technical concepts for non-technical users. Committed to continuous learning and enhancing end-user satisfaction in IT environments.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Communication Focal Point
109th Communication Squadron
12.2020 - Current
- Configure hardware, devices, and software to set up work stations for employees.
- Respond to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Maintain user and computer accounts with NetIQ Directory & Resource Administrator (DRA), Active Directory, and IAO Express
- Re-image machines using PXE servers
- Create and track tickets via Remedy ticketing systems, distribute tickets to other team members and sections appropriately
- Provide functional and technical support, troubleshooting and diagnosing hardware and software problems including desktops, laptops, tablets, cell phones, and other remote systems
Senior Help Desk Technician
Joint Task Force Empire Shield
01.2014 - Current
- Manage computers, groups, and users with Active Directory, and SCCM (System Center Configuration Manager)
- Use Remedy ticketing systems to manage and process support actions and requests
- Documented support interactions for future reference
- Providing troubleshooting for Microsoft Office, SharePoint, and connection issues
- Primary security manager
- Create user accounts through verifying proper forms and protocols (SAAR, DOD IA, and acceptable User Policies)
- Provision and troubleshoot Government issued IPhones
- Initiated remote access with VMware Horizon, Dameware, and remote desktop using secure connections and best practices
System Administrator
101st Expeditionary Signal Battalion
01.2013 - 01.2020
- Maintain unit mobile communication systems consisting of network and transmission equipment
- Utilize OSPFv2, OSPFv3, HAIPE Type-1 Inline Encryption devices and IPsec to provide secure communications between remote sites and main offices
- Oversee network upgrades, integration, and interoperability of new technologies
- Apply quarterly updates consisting of security patches, IOS upgrades and Microsoft OS images
- Configure Cisco router, switches and call managers for VoIP and data access networks
- Prepare and install systems for mobile LAN/WAN deployments.
Resource Manager
101st Expeditionary Signal Battalion
01.2018 - 12.2018
- Sourced, vetted and managed vendors needed to accomplish project goals while maintaining them TAA compliant.
- Directed and coordinated over 40 complex shipments within the SOJTF (Special Operations Joint Task Force) area of operation.
- Prepared and trained service members on how to properly prepare packets for the Joint Requirements Review Board (JRRB).
- Worked with contractors and established SLA (Service Level Agreements).
- Successfully turned in over $10 million worth of equipment for the SOJTF and the J6 to DRMO.
- Advised the director on all equipment procurement, to include acquisition and shipment.
- NCOIC and responsible for the Directorate's successful execution of Command Supply Discipline in 0 loss of equipment.
Help Desk NCOIC
11th Theatre Tactical Signal Brigade
01.2012 - 01.2013
- Managed a team of 6 Help Desk personnel supporting over 1,000 end users
- Administered and managed user accounts in Microsoft Server 2008 Active Directory
- Diagnosed, resolved, and documented hardware, software, and network related technical issues
- Created, responded to, escalated, and closed tickets
- Track all outstanding tickets, working closely with Tier II Technician to ensure any problems are resolved in timely manner.
Anti-Terrorism Force Protection Specialist
State of New York
01.2010 - 01.2012
- Worked with various law enforcement agencies (i.e., ICE, Federal air Marshals) to prevent enemy freedom of movement throughout New York City transportation hubs
- Engaged in simulated training exercises for potential terrorist situations
- Generated highly praised reports that exemplified stellar quality and detail
- Responded to domestic emergencies caused by human or natural phenomena nationwide through effective collaborative skills.
Education
U.S. Air Force Technical Course
Keesler AFB, MS01.2021
U.S. Army School of Information Systems and Technology
Augusta, GA01.2011
U.S. Army School of Aviation
Fort Rucker, AL01.2005
Skills
- Technical support
- Troubleshooting
- Helpdesk Ticket System
- Customer Service
- Problem-Solving
- Remote Support
- End-User Training
- Communication Skills
- Multitasking
- Adaptability
- Collaboration
- Documentation
Certification
2021, Security + CE
Clearance
2023, DOD, Secret (Current)
References
Stephanie Schneider (518) 210-7951 stephanie.schneider@va.gov
CW3 Jason Mcghie (646) 589-2046 jason.m.mcghie.mil@army.mil
Timeline
Communication Focal Point
109th Communication Squadron
12.2020 - Current
Resource Manager
101st Expeditionary Signal Battalion
01.2018 - 12.2018
Senior Help Desk Technician
Joint Task Force Empire Shield
01.2014 - Current
System Administrator
101st Expeditionary Signal Battalion
01.2013 - 01.2020
Help Desk NCOIC
11th Theatre Tactical Signal Brigade
01.2012 - 01.2013
Anti-Terrorism Force Protection Specialist
State of New York
01.2010 - 01.2012
U.S. Air Force Technical Course
U.S. Army School of Information Systems and Technology
U.S. Army School of Aviation
2021, Security + CE
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