LAWSON GRAHAM

• Provided technical support to internal and external customers via phone, email, and remote access tools
• Performed troubleshooting of hardware, software issues related to LAN, WAN operations
• Resolved complex problems pertaining to networking protocols such as TCP and IP and Ethernet technologies
• Maintained high availability services like DNS, DHCP and Active Directory Services
• Conducted regular maintenance activities, such as patch management and system updates, in accordance with best practices
• Deployed virtual machines using VMware vSphere technologies for business continuity purposes
• Set up equipment for employee use, performed, and ensured proper installation of cables, operating systems, and appropriate software
• Collaborated with other departments on initiatives aimed at enhancing overall user experience
• Assisted customers with troubleshooting technical problems related to products or services offered by the organization
• Installed, configured and maintained various software applications on Windows systems
• Created user accounts, managed passwords, set up file sharing permissions and monitored user activity
• Assisted with installation of new equipment including routers, switches, servers
• Monitored server performance metrics such as disk space utilization, CPU usage and memory utilization
• Provided technical guidance to junior staff members on various aspects of IT operations
• Managed and maintained network security systems
• Provided exceptional customer service to a diverse range of customers, resolving issues quickly and efficiently
• Utilized strong communication skills to effectively resolve customer complaints and inquiries
• Resolved customer inquiries and complaints in a timely manner
• Managed the Zoom portal and all it's user's so that customer service was at peak performance
• Integrated all workstations onto Microsoft Intune to keep all devices within compliance
• Installed a Patch Manager through Manage Engine to automatically push out updates over the local network
• Configured local Fortinet AP's and Firewalls for all three locations associated with Southland
• Worked with Sentinel One to provide Antivirus protection to our entire domain
• Also worked with Arctic Wolf to scan for vulnerabilities on our domain so we may keep track of and mitigate the issues
• Upgraded multiple 2012 R2 servers to the 2022 version to increase workflow and production
• Performed daily maintenance of critical servers that could not be upgraded due to company applications
• Maintained servers and systems to keep networks fully operational during peak periods.
• Walked non-technical individuals through basic troubleshooting tasks.
• Managed a helpdesk with no team to support
• Created user accounts along with groups, policies, organizational units and also assigned permissions.
• Generated reports through SQL scripts to track performance and analyze trends.
• Used the application "GoAnywhere" to move important files automatically on daily, weekly or monthly schedules.
• Tested new software and hardware prior to deployment.

Maintained active security clearance

• Operates and performs maintenance on communication subsystems, communications security devices
• Monitored and analyzed system performance, such as network traffic, security, and capacity
• Analyze BIT/BITE diagnostics to isolate faults in line-replaceable units
• Serves as Transmission System Operator Maintainer in an Expeditionary Signal Company of an Expeditionary Signal Battalion
• Worked with users to diagnose and resolve network and device problems and implemented established technical or procedural solutions
• Responsible for the training, mentorship, and welfare of five Soldiers
• Assists in IT support and network management
• Safeguarded sensitive information by implementing proper security measures on all transmission equipment and adhering to established protocols.
• Served as subject matter expert on multichannel transmission systems within the unit, providing guidance and support to peers as needed.
• Worked with users to diagnose and resolve network and device problems and implemented established technical or procedural solutions.
• Followed standards and procedures to maintain safe work environment.
• Supported over 40 units while deployed by providing network communications and services