Manuelito Skipper

• Perform Helpdesk Service Desk Operations; Triage Incident tickets issued according to their assigned
area(s) of responsibility utilizing the Remedy Work Ordering system.
• Respond/acknowledge and resolve service tickets within established timeframes from receipt of the
incident/call for touch labor support.
• Establish new, maintain, delete, and troubleshoot Active Directory client accounts/client systems.
• Trouble-shoot and resolve user/client standard application/configuration problems via telephone
assistance call, remote control, and at user locations.
Army configuration, service pack, patch, and security fix and virus definition standards.
• Install, configure and maintain desktop applications.
• Configure Standard Army application systems.
• Install, configure and maintain desktop Commercial off-the-shelf (COTS), and Government off-the-
shelf (GOTS) authorized client applications.
• Perform commercial hardware repair on Dell and HP computer systems.

• Managed incident ticket prioritization through the Remedy work ordering system to enhance service desk efficiency and responsiveness.
• Resolved service tickets within designated timeframes, facilitating effective communication and support for touch labor requests.
• Managed the registration process for client equipment in the current installation software and asset management application, ensuring accurate asset tracking.
• Achieved seamless management of Active Directory client accounts through effective establishment, maintenance, and deletion. Resolved client system issues, contributing to improved user experience and system reliability.
• Provided technical assistance to troubleshoot and rectify standard application and configuration problems for users via phone and on-site visits.
• Directed regular updates and maintenance of local standard operating systems and client applications, focusing on compliance with army security standards and prompt virus definition refreshes.
• Executed installation and configuration of desktop applications, maintaining systems to achieve optimal performance standards.
• Executed troubleshooting and repair of hardware issues on Dell and HP computer systems, resulting in enhanced system reliability and performance.
• Executed creation, modification, updating, and resolution of new or assigned customer support requests using Army Enterprise Service Desk system.
• Troubleshot complex hardware and software issues for swift resolution, minimizing downtime for affected users.
• Fostered strong client connections to enhance customer service quality and streamline problem-solving processes.
• Executed strategies to reduce network downtime through effective monitoring and troubleshooting efforts.