IT Support Specialist
Open To Work
L. Hardy
DISA J6
Greenbelt,MD
Work Preference
Overview
Professional with strong background in IT support and technical troubleshooting. Skilled in diagnosing and resolving hardware and software issues, managing networks, and providing exceptional customer service. Known for effective team collaboration, adaptability, and delivering results in fast-paced environments. Proficient in various operating systems, network configurations, and IT service management tools. Reliable and flexible, ensuring seamless IT operations and user satisfaction.
04+
Certification
19+
years of professional experience
Work History
02.2015 - Current11 Years 9 Months
CACI Contractor
DISA J6 | Pentagon Washington, DC
- Managed comprehensive technical assistance and first call resolution services for diverse customer inquiries via phone, email, in-person, and chat.
- Fostered positive relationships with customers through attentive service and clear communication.
- Maintained comprehensive and user-friendly records of customer interactions within ServiceNow/Remedy 8.0 tracking system to support effective issue resolution.
- Utilized critical thinking to assess customer challenges and deliver timely resolutions, enhancing overall satisfaction.
- Provided comprehensive training and assistance to customers, ensuring effective problem-solving.
- Accessed DISA J6 knowledge base for comprehensive insights and best practices in technical execution.
- Applied ITIL methodologies to enhance service management and operational efficiency in DoD settings.
- Current JSP LRA Agent- CAC /Token Pin Resets
- Executed troubleshooting and support for Windows 11, M365, and VPN hardware components to ensure seamless network connectivity.
- Executed account management tasks, including unlocking and modifying user roles in Active Directory to maintain system integrity.
- Identified and escalated high-priority and difficult issues to appropriate leads and managers for effective management.
01.2017 - 03.20247 Years 2 Months
Contractor - System Administrator
USARMY HQDA CIO - Fort Belvoir | Alexandria, VA
- Enhanced operational efficiency by providing comprehensive system administration support for the Army Records Management & Declassification Agency (RMDA) at Ft. Belvoir in a robust HP datacenter and SAN setup. Streamlined network datacenter management for physical and virtual servers, optimizing application development environments across NIPR and SIPR networks.
- Oversaw engineering and management of MS Windows Server environments, ensuring optimal functionality of monitoring applications, SQL servers, and additional server products.
- Oversaw daily monitoring of data recovery backup operations from tape and disks through NetBackup versions 6.5, 7.7, and 3.8. Managed ongoing backup monitoring initiatives using Veeam for NIPR and SIPR networks.
- Monitored temperature and alarm systems of data center A/C units daily to support operational efficiency and reliability.
- Achieved consistent operational efficiency by monitoring SAN cabinets daily for hard drive status. Facilitated timely support from HP for any identified issues.
- Collaborated with developers and DBAs to diagnose and rectify VM-related connectivity issues and application errors during daily operations.
- Conducted thorough assessments of patch statuses and resolved issues related to failed or installed updates on multiple Microsoft server versions.
- Performed detailed weekly updates on NIPR/SIPR server snapshots, focusing on accuracy and security.
- Analyzed and resolved server issues highlighted in Nessus scans on a monthly basis to ensure optimal performance and security compliance.
- Conducted assessments and coordinated actions to mitigate network security risks while adhering to the new risk management framework.
- Performed detailed SCAP scans on all servers, implementing necessary updates to maintain security standards.
- Coordinated with development and DBA teams to implement DMZ patching and manage system updates.
- Diagnosed and repaired user applications while responding to customer questions regarding various hardware and software challenges.
10.2016 - 01.20173 Months
CKA LLC Contractor
USARMY Operations Center and Army Watch | Pentagon Washington, DC
- I provide 24x7 desktop support in the Army Operations Center and Army Watch
- Respond to telephone, email, and walk-in requests for systems and equipment.
- Troubleshoot and resolved issues with software and hardware related issues resulting in first call resolutions.
- Extensively utilized Remedy to record and track all customer issues and to escalate to other departments as needed.
- Provide good communication and interpersonal skills to translate technical information and procedures to customers effectively.
- Assist remote customers with VPN/Citrix/Juniper Access and any related software and permission issues.
- Assist customers with issues on Unclassified/Classified Windows 7 systems.
07.2013 - 10.20163 Years 3 Months
IT Service Desk Technician
Washington Headquarters Services/EITSD | Alexandria, VA
- Facilitated effective first-level technical assistance and phone support for Washington Headquarters Services, addressing the needs of over 10,000 local and remote employees.
- Executed troubleshooting procedures for software and hardware challenges, enhancing user satisfaction through effective solutions.
- Employed Remedy to accurately log and manage customer issues, coordinating escalations to appropriate teams when required.
- Interpreted and communicated technical information and procedures to customers, ensuring clarity and fostering positive relationships.
- Diagnosed and addressed software and permission challenges for remote customers utilizing VPN, Citrix, and Juniper access solutions.
- Analyzed and rectified customer concerns associated with unclassified and classified Windows 7 systems to ensure seamless functionality.
- Supervisor: Sam Caton
09.2007 - 06.20135 Years 9 Months
KForce Contractor
Joint Base Bolling AFB | AFNCR
- I provided support to the mission of the 844th Communications Focal Point, a 24-hour command and control focal point handling a wide variety of priority telecommunication issues.
- Provide system admin problem resolution for 10K+ users on the Air Force National Capital Region (AFNCR) network customers including the 60 partner units including clients located at Andrews AFB (MD), Bolling AFB (DC) and the Pentagon in Arlington, VA
- Administer all AFNCR user accounts utilizing DRA (Directory and Resource Administrator) & Active Directory
- Set up equipment for employee use, performing or ensuring proper installation of cable, operating systems, and appropriate software.
- Maintain record of daily data communication transactions, including outages, problems and remedial action taken, and installation/maintenance schedules
- Provide telephone on-site/off-site customer support, answering and responding to all reported systems concerns and/or system outages.
- Support includes training to new employees, assisting clients with the setup and configuration of CACs (Common Access Cards), as well as assisting clients with resetting pins, unblocking CACs, installations, system maintenance and network-launched and web enabled user applications.
- Provided support on Classified and Unclassified machines.
- Create trouble tickets using Remedy tracking system.
- Supervisor: Margaret Hill
Education
Information Technology Certificate
Lincoln Technical Institute
Lincoln Technical Institute
Received Information Technology Certificate
Diploma
Crossland High School
Crossland High School
Received Diploma
Skills
Certification
- CompTIA Security+ Certified CE (renewed Jan 2026)
- CompTIA Network+ Certified CE (renewed Jan 2026)
- Microsoft Technical Associate (MTA) Certified
- HDI Certified Desktop Support Technician
Timeline
Contractor - System Administrator
USARMY HQDA CIO - Fort Belvoir
01.2017 - 03.2024Read more
CKA LLC Contractor
USARMY Operations Center and Army Watch
10.2016 - 01.2017Read more
CACI Contractor
DISA J6
02.2015 - CurrentRead more
IT Service Desk Technician
Washington Headquarters Services/EITSD
07.2013 - 10.2016Read more
KForce Contractor
Joint Base Bolling AFB
09.2007 - 06.2013Read more
Crossland High School - Diploma,
Read more
Lincoln Technical Institute - Information Technology Certificate,
Read more