Kyle M. Murphy

Resourceful it technician offering several years of experience providing expert-level support to users within various demographics. Polished in customizing desktop applications, installing computer applications and peripherals and recording technical issues. Familiar with windows, linux and mac os environments.

• Allen Porter, CTR, Service Owner lead, 9104329431
• Michael King, CIV, michael.m.king.civ@socom.mil, 9104323442
• Chad Armstrong, CTR, former supervisor, 9104320427
• Jerry Simshauser, CTR, System Admin, jerry.simshauser.ctr@socom.mil, 9103964486
• Joshua Thompson, Lead PC Tech, jdthompsonwork@gmail.com
• Sophia Haratani, PC Tech, sophiamitsue@gmail.com

• SecurityX (CASP), 07/01/24, 08/01/27
• Security+, 03/01/19, 08/01/27
• CCNA, Scheduled

• SAIC, Desktop Support Technician, 05/01/21, Present, Provide analysis as an information technology (IT) professional to assist users and resolve issues with computer hardware or software. Respond to user inquiries, assess problems and issues with IT equipment and applications, and help resolve these issues for users. Monitor and maintain the computer systems and networks within USASOC. Provide support for desktop computer operating systems Microsoft Apps and hardware/peripherals; work with individuals across the community to proactively resolve customer problems with equipment and services. Working on cloud-based machines every day, backing up user data to the cloud if a workstation falls of the domain, we could essentially reimage if we had to, and user wouldn’t lose anything. Work with Mobility to provide support for users who utilize gov’ mobile devices while traveling within work related conditions. (de)provision mobile phones for new users, verify updated software and all apps load as usual. Any other necessary troubleshoot as needed. Deliver just-in-time support both at the HelpDesk and across campus and respond to departmental technical emergencies in order to minimize data loss, meet deadlines, and support needs of users. Setup (daisy chain if needed) users on VoIP once device is documented and verified approved for network use, I would then configure (VoIP settings via Cisco Call manager) then verify IP information assigned and test connection from port to verify ports IP/Vlan information update if needed. Once VoIP phone is setup for the user, I would verify with user the display name then check desktop to verify connectivity. Verify Microsoft O365 products are installed with correct version and with a valid license. Using the admin server (ECP) to control license and manage emails for users to include name change or new positions, making sure user emails stay intact per user profile. Using Jump servers to access administrative permissions above baseline access with admin privileges such as ARS, ECP, AD, GPOs, Splunk, DNS, GPO, AADC, ADFS, DFS, Domains and Trust, Sites and Services and Role Based Access Control. Support of Identity Management roles, policies, hardware, and software maintain AD/GAL synchronization. Active Directory, (ARS creating/modifying/deprovisioning accounts/objects) and management. Using software/tools on servers such as ECP to verifying email security and licensing, unlock tools for reinforcements to verify domain controllers are compliant to authorized requested access. If users had extensive issues, Dameware (remote tool) was deployed to identify, provide, resolve in a timely manner. Manage window server & systems creating policies for each server to secure each session and log any changes made, supporting fileservers, printer sharing (separate vlans), web hosting (create shortcuts on the server desktop), applications which would be accessible via certificate made handshake with public/private keys after authenticating to the windows server. A Group Policy would be created for any use of the domain to create a secured network which is added to Active Directory to implement role-based access control (RBAC) features. Test software images developed by colleagues; evaluate software and develop written technical instructions and documentation. Responded to requests for technical assistance in person via phone and remotely for the following technologies: Windows and Mac OS based end points (Laptops Desktops & Thin Clients), Tablets & Smartphones (IOS & Android), and Microsoft Office. Assisted the Help Desk Manager in supervision, training, and mentorship of student employees at the Help Desk, with a focus on leading the team of Desktop Support Referral student employees who also contribute to tier 2 ticket resolution. Continually updated personal knowledge of computing hardware operating systems and software. Maintained confidentiality and discretion when working with passwords or sensitive materials. Create/modified SQL Servers for the military students who rotate periodically throughout the year, each class receives numerous individuals. The Special Warfare Medical Group building has multiple rooms, and each classroom is different on grade/knowledge. I provide assistance keeping the server cluster free and making sure we have scalability and form of recovery; while creating/modifying and managing the database I would provide feedback with all changes and or update made via log. All documentation is provided via ticketing system for this position Remedy is used and it allows for notes/updates to be viewed.
• Technical and Management Resources CSD, System Admin, 05/01/19, 05/01/21, USSOCOM Consolidated Service Desk (CSD), delivers comprehensive customer support to ensure efficient resolution of issues with applications and technologies. Our team provides a single, customer-focused point of contact, enhancing service response times, end-to-end issue tracking, and knowledge resource accessibility. We support critical CSD functions, including customer relationship management, skills-based call routing, incident and problem management, and quality control. Additionally, we manage Service Level Agreements (SLAs), provide advanced self-help tools, and support hardware/software deployment, including unique GOTS and COTS applications, to optimize service delivery and customer satisfaction. Ability to oversee and train/guide technicians in day-to-day duties Experience using SolarWinds (Checking Network connectivity verify where network outages are and eta of degradation, information on node via IP (etc) provided to support the networking team, Using Jump servers to access administrative permissions above baseline access with admin privileges such as ARS, ECP, AD, GPOs, Splunk, DNS, GPO, AADC, ADFS, DFS, Domains and Trust, Sites and Services and Role Based Access Control. Support of Identity Management roles, policies, hardware, and software maintain AD/GAL synchronization. Active Directory, (ARS creating/modifying/deprovisioning accounts/objects) and management. Using software/tools on servers such as ECP to verifying email security and licensing, unlock tools for reinforcements to verify domain controllers are compliant to authorized requested access. If users had extensive issues, Dameware (remote tool) was deployed to identify, provide, resolve in a timely manner. I would use Cisco Call manager to setup users or removed ({un}register users from services) provide efficient timing for user migration from NEC to USASOC VoIP setting up voicemails (some users wanted a copy of the .mp3) this was submitted via email (Outlook) for users to review. Perform system maintenance, modification, troubleshooting and problem resolution on NIPRNET, SIPRNET, and TOP SECRET networks. Provide training with SOP’s & WI (Work Instructions) Provided assistance with Lexmark servers to verify printer connectivity and IP is set according to provided documentation from Networking.
• Herman AV, AV/VTC Technician, 01/01/19, 05/01/19, Assist with multiple AV/VTC projects for the United States Army Special Operations Command (USASOC), various school districts in South Carolina, and other industry organizations. Provide management assistance with running CAT 5 cables, terminating cables for camera control, providing interface for sending and receiving content over both classified and unclassified networks. Mount displays and cameras in various conference rooms. Provide the interface with the customer for troubleshooting and problem resolution for any technical and programming issues.
• Computer Aid Inc. (CAI), Technician, 03/01/18, 05/01/19, Assist with many projects ongoing in the USASOC Head Quarters. Redesign for the USASOC G-3, G-5 and G1 additionally preparing for the upcoming G-2 redesign. Providing input for AV/VTC requirements, escorting non cleared staff to gain access for project completions.
• MarLand Technologies, VTC Technician, 08/01/16, 02/01/17, Assist with multiple AV/VTC projects for the United States Army Special Operations Command USASOC). Running CAT 5 cables, terminate cables for camera control, providing interface for sending and receiving content over both classified and unclassified networks. Mount displays and cameras in USASOC Commanders conference rooms. Provide the interface with the customer for troubleshooting and problem resolution for any technical and programming issues.

• Effective written and oral communication skills. (attention to detail)
• Installing operating system software, patches, and upgrades
• Installing/troubleshooting/managing Microsoft Office 365 products plus licenses daily
• Updating user credentials on Microsoft Office 365 products daily
• 10 years of experience using Remedy for receiving, documenting, and closing tickets
• 6 years of Mobility using specialized tools for factory resets if unable to reset by device
• Updating/patching mobile device and remove/add old/new certificates from device
• Verify device connectivity and troubleshoot if necessary
• Usage of Dameware or RDP for remotely accessing user machines to provided maintenance or troubleshooting.
• Checking/Verifying via Splunk for machines/users that are quarantined
• Checking Splunk for addition violations or malicious activity
• Provide training with mobility SOP’s & WI (Work Instructions)
• Using ARS/Active Directory for Account/Machine management or other IoT that connect to the domain or other domains connected to the Network
• Purbred admin (setting up user data or device inventory)
• Troubleshoot both iPhone/Android whether email or other software applications
• Knowledge of SCCM, McAfee, InTune, Hypori
• Train and support team members in developing technical skills and enhancing performance.
• Responsible for technical performance of multiple projects or major tasks.
• Ability to oversee and train/guide technicians in day-to-day duties
• Perform comprehensive information and intelligence analysis of mobile threat data obtained from classified, proprietary, and open-source resources to provide awareness to relevant stakeholders.
• Experience with Microsoft SQL Servers/Databases or Data management
• Experience working in a government environment
• Experience working on Cloud services daily
• Conducting server builds and or Performing system backups and recovery
• Identify, escalate, conduct root cause analyses and implement actions to prevent future breaches
• Verify processes for systems to ensure compliance with the Sponsor’s security
• Utilize industry accepted forensic tools to perform analysis, including but limited to Encase, FTK, Cellebrite, and other commercial and open-source forensic software.
• Trained/Managed other techs within priority status conditions and verified operations are steady even with time sensitive matters.
• Experience with applications like SolarWinds and or Wireshark for visualized network monitoring and maintenance.
• Experience with (re)configuring Cisco VoIP and Cisco Unity Call Manager setting up user profiles with an IP making sure devices are connected/working and setting up voicemails sending a recorded copy to emails
• Providing WI (Work Instructions) with verified, tested and released SOP’s
• Schedule/plan with deadline (SLA) to be met accordingly.
• Proficient using remedy or ServiceNow ticketing web-based software to provide customer feedback with notes.
• Perform system maintenance, modification, troubleshooting and problem resolution on NIPRNET, SIPRNET, and TOP SECRET networks.
• Monitor network performance, troubleshoot issues, and appropriately to respond to incidents
• Provide Systems Administrator support to systems hosting complex operational databases, software configuration control, and system interfaces for computer systems
• Experience troubleshooting Gov’ equipment: mobile phones, Cisco VoIP or SVoIP, HP or Lexmark Printers (Verified IP’s), KvM Switches, docking stations, Verifying drivers.
• Focus on the operations and maintenance of domain controllers, automated support systems, backend servers, automatic data processing (ADP) equipment, data storage devices, and software.
• Maintain file servers, network access; documents, analyzes and troubleshoots systems anomalies to ensure optimum equipment performance
• Troubleshoot PKI-related server and client issues to include middle-ware applications configs
• Experience with ARS, ECP, AD, GPOs, Splunk, DNS, GPO, AADC, ADFS, DFS, Domains and Trust, Sites and Services and Role Based Access Control. Support of Identity Management roles, policies, hardware, and software maintain AD/GAL synchronization
• Troubleshooting and resolving system hardware, software, and networking issues
• Support Public Key Infrastructure (PKI) roles, policies, hardware, software and procedures
• Experience with Cisco Routers/Switches maintaining port security and networking fundamentals enable/disable ports or POE, creating VLANS access/trunking ports