Help Desk NCOER Bullets

o single-handedly managed the successful upgrade and deployment of a new environmental illumination system with zero cost overruns and zero safety incidents

o solved over 100 trouble tickets in a week and created over 100 user accounts; aided immeasurably in the Joint Special Operations Task Force-Arabian Peninsula J6 helpdesk operations

o provided timely assistance in creating accounts, unlocking accounts, and password resets; key to sustained operations

o provided constant and reliable connectivity on all enclaves for over 300 users entering, leaving, and currently at 3/1 STB

o achieved 98% or Higher 1st Response SLA while conducting duties on the Passkey Operations Team

o completed over 500 system patches; kept computers compliant with SWACC Operations Center and 54th Signal Company Help Desk requirements

o worked outside MOS to man the helpdesk; provided command and control for SOUTHCOM, Army South and 15 partner nations participating in PANAMAX 18 exercise

o developed and implemented standard operating procedures for the S-6 section and Helpdesk; improved efficiency and support for personnel assigned to the Special Troops Battalion

o supported Task Force Gray Eagle; increased productivity of the IMO team and aided in streamlining the IT Helpdesk processes

o mentored 10 Soldiers on basic helpdesk tasks, IT fundamentals, and professionalism; improved shop cohesion and continuity

o assumed help desk responsibilities: solved trouble tickets, administered Active Directory, and acted as Information Management Officer (IMO)

o compiled daily reports summarizing trouble ticket status and trend analysis; recognized by Commander for proactive metrics

o identified and addressed issues arising from the transition to the GCSS-Army to support operations across the Combined Joint Operations Area-Afghanistan (CJOA-A)

o orchestrated the largest MSE and data network ever seen on the modern battlefield; provided voice and data communication for more than 25,000 soldiers theater wide

o managed USAREUR G6 night operations; helped over 3,000 soldiers and over 4,000 workstations

o established a funtional helpdesk which supported over 2500 soldiers; provided around-the-clock support for Tactical secure communication and mission essential network operations

o oversaw the migration from Tactical Fiber network to a state of the art Strategic Fiber network; increased operational capabilities and ensured the long term stability of the Balad network infrastructure

o acted as the HKIA Help Desk NCOIC; aided the MOI movement project and ensured all individuals involved in the move could quickly receive communications in a timely manner

o provided service and support to 187 active SAMS-E customers; ensured fully operational capabilities and mission success

o maintained services for over 1,000 U.S. and Coalition Forces, to include 2nd Security Force Assistance Brigade and Combined Joint Task Force OIR; uptime rate 5% better than last year

o trained over 20 Information Management Officers; decreased the number of Help Desk calls per month by 25%

o maintained a positive attitude and professionalism; increased customer service efficiency and raised number of positive customer comments by 25%

o stood up a full helpdesk and Information Assurance program supporting over 4400 pieces of automation equipment on three different networks

o trained four Soldiers in three different MOSs to become brigade helpdesk IMOs in support of a field exercise, a rotation at the National Training Center, and OEF

o identified problems in the sharing of information between units; developed and implemented a Company to Division SharePoint portal to reduce these problems

o maintained situational awareness and completed every mission with little supervision, to include completing over 100 Helpdesk requests, ensuring the success of the 116 IBCT AT and mission readiness

o set up and initiated a tactical communication network for the 116 IBCT; provided around-the-clock, reliable communications and directly contributed to the effective training of over 3500 soldiers

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