Lamar Horton

• Administer user accounts, access controls, and group policies within PRMS and Active Directory, ensuring secure authentication and role-based privileges across classified and unclassified networks.
• Respond to global support requests from users in Korea, Michigan, and other operational theaters, delivering real-time troubleshooting via phone, email, and ticketing platforms.
• Provide Tier 1 and Tier 2 help desk support for hardware, software, and connectivity issues across military devices, radios, vehicle-mounted systems, and secure software environments.
• Assist users with password resets, account lockouts, and access provisioning through Active Directory and DoD-approved identity platforms, maintaining compliance with cybersecurity protocols.
• Monitor system performance and availability, proactively addressing outages, data sync failures, and endpoint connectivity disruptions.
• Configure and maintain network devices, servers, and secure communications systems to support mission readiness and data integrity.
• Escalate complex issues to higher-tier support while maintaining ownership of resolution tracking and user communication.
• Collaborate with mission teams to align PRMS configurations with operational requirements, ensuring system reliability during active recovery missions.
• Document technical procedures, create user guides, and maintain resolution logs to support training, continuity, and service improvement.
• Deliver clear, non-technical explanations to users, enabling better understanding of system functions and troubleshooting steps.
• Support software updates, patching, and system hardening to maintain compliance with DoD cybersecurity standards and reduce vulnerabilities.

• Delivered break-fix support for laptops, tablets, printers, and VTC equipment, ensuring minimal downtime.
• Provided Tier 1 support and exceptional customer service to all personnel, including executive leadership.
• Resolved remote connectivity issues for executives working in-office and off-site.
• Diagnosed and repaired Lenovo and Dell docking stations and laptops.
• Conducted performance testing on iPhones, iPads, and Mac devices to meet executive standards.
• Installed and configured applications such as Power BI, Adobe Acrobat, Company Portal, Teams, and ZIP utilities on desktop and mobile platforms.
• Created support plans to reduce downtime and improve user satisfaction.
• Collaborated with corporate IT teams to enhance Layer 1 support processes.
• Investigated and resolved incidents using tools like Remedy, IT Shop, and ServiceNow.
• Analyzed support trends to identify recurring issues related to security threats and malware.
• Maintained problem tracking databases and ensured timely resolution of technical issues.
• Developed and enforced customer service performance standards, including 5-minute response benchmarks.
• Authored and delivered training materials (e.g., “Know Your Computer,” IT Shop tutorials, Mercedes Helpdesk guides).
• Applied information security and assurance principles in both support and systems administration.
• Ensured system availability, integrity, and performance through proactive monitoring and maintenance.
• Managed installation and integration of system updates, patches, and enhancements.
• Supported Azure Active Directory configurations and user provisioning across cloud-based systems.
• Assisted in cloud migration projects, transitioning legacy systems and user data to Microsoft Azure environments.
• Managed integration of Azure services including virtual machines, storage accounts, and resource groups.
• Managed mobile devices using MDM platforms to enforce security policies, deploy apps, and monitor compliance across iOS and Android devices.
• Provisioned and supported smartphones, tablets, and other mobile endpoints, ensuring secure access to corporate resources.
• Collaborated with IT team to reimage and deploy 200+ computers for the opening of a new Mercedes-Benz site in Texas, enabling seamless startup operations with fully configured and secure systems.
• Configured VoIP infrastructure and supported rollout of mobile devices for high-level personnel, streamlining communication and enhancing remote access capabilities for leadership teams.
• Provided IT support and services within a Managed Service Provider (MSP) environment, handling multiple client infrastructures, resolving diverse technical issues, and ensuring SLA compliance across varied industries.
• Delivered remote and on-site support for clients, including system administration, network troubleshooting, software deployment, and user training, while managing tickets through platforms like ServiceNow and ConnectWise.
• Coordinated and executed high-level presentation setups for Mercedes-Benz C-suite executives, including the CEO and CIO, ensuring full functionality of AV systems, remote connectivity, and secure access. Delivered rapid deployment of presentation environments in under 20 minutes through meticulous planning and technical readiness, supporting meetings lasting up to 5 hours without disruption.

In the military as i grew as a soldier my roles expanded . from Technical Support & End-User Services Systems & Network Administration Cybersecurity & Data Protection Infrastructure Projects & Strategic Initiatives Documentation & Training Asset & Inventory Management. This is reflected in this section

• Delivered Tier 1 and Tier 2 support to internal users via desk-side and remote assistance.
• Diagnosed and resolved hardware, software, and network issues across multiple platforms.
• Created user accounts, assigned permissions, and managed onboarding/offboarding processes.
• Maintained high levels of customer satisfaction by resolving issues promptly and accurately.
• Installed, configured, and maintained operating systems, applications, and network connections.
• Administered server configurations and monitored system performance during peak operations.
• Implemented Group Policies and conducted Active Directory audits to ensure compliance.
• Configured routers, switches, and firewalls to optimize data flow and network security.
• Removed malware, ransomware, and other threats from systems.
• Implemented backup and recovery solutions to secure critical data.
• Conducted system audits to identify weaknesses and enforce security protocols.
• Managed sensitive user data in accordance with Army cybersecurity standards.
• Led migration projects to modernize legacy systems with zero operational downtime.
• Supported battalion growth by planning and executing network expansions.
• Collaborated with senior leadership to align IT strategies with mission objectives.
• Evaluated emerging technologies for feasibility and operational value.
• Authored technical documentation for system configurations and troubleshooting procedures.
• Developed training programs and mentored junior technicians to improve team performance.
• Trained staff on new technologies, boosting competency and adoption rates.
• Managed inventory of IT assets, ensuring accurate tracking and timely upgrades.
• Streamlined repair and support processes for consistency and efficiency.