Richard Isaacs

• Supported 100 system imaging and re-imaging deployments for Windows devices using standardized Army and enterprise images to keep workstation setups secure and consistent.
• Helped streamline onboarding by deploying laptops through C2C and enrolling units in Microsoft Intune to improve endpoint compliance.
• Tracked equipment lifecycle accountability through detailed logs, hand receipts, and DRMO forms.
• Resolved license compliance issues for AGR F5 and G5 platforms by troubleshooting disabled Common Access Cards (CACs).
• Completed DRMO turn-in actions in line with DoD property accountability requirements, including secure sanitization and destruction of storage media.
• Documented troubleshooting steps and solutions in internal knowledge base.
• Worked with team members to resolve complex technical problems efficiently.
• Helped maintain operational readiness by performing firmware and driver updates on AUDS equipment and support workstations.
• Managed user account lifecycle tasks for AVD NIPR and SIPR systems in accordance with strict DoD security protocols.
• Prioritized mission-critical service requests and resolved tickets to support timely responses in ServiceNow.
• Installed Printer Logic and mapped printers within the Windows environment.
• Supported system readiness by diagnosing and resolving hardware, software, and network issues.

Provided technical support to end users via phone and email communication.

• Supported desktops, laptops, and mobile devices by resolving 50+ issues weekly and reducing repeat service requests by 30% through detailed root cause analysis.
• Managed mobile device administration for 20+ iPads through Microsoft Intune, applying compliance policies that strengthened institutional data protection standards.
• Restored computer operation for 15+ systems each month by replacing defective components within strict 24-hour service level agreements.
• Earned Security+ CE, IAM Level II, or IAT Level II certification.
• Assisted with large-scale network upgrades, software deployment cycles, and system recovery efforts.
• Practiced endpoint security monitoring and SIEM analysis in ECPI lab work, reviewing Splunk alerts, examining suspicious activity, and learning core incident response procedures.