Andre' Ward

• Monitored systems in operation and input commands to troubleshoot areas.
• Configured hardware, devices, and software to set up work stations for employees.
• Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
• Explained technical information in clear terms to non-technical individuals to promote better understanding.

Responsible for the operation and maintenance of Army/DoD standard Cisco Video

Teleconference (VTC) equipment. As the VTC customer support and technical expert,

applies expertise to ensure proper operation of all VTC equipment for scheduled

conferences. Take customer calls and/or utilizes the customer VTC calendar to ensure all

Teleconference (VTC) facilities are staffed and that the system is operational. Assures all

aspects of operations, which includes secure data handling and trouble free video

teleconference productions. Investigates negative reports from customers and initiates

immediate remedial actions to resolve issues. Analyze the effectiveness of secure and

unsecured VTC systems, detect areas that require improvement. Ensure that

new VTC rooms or upgrades to VTC rooms are in compliance with the enterprise system

architecture set by higher headquarters. Maintain compliance with appropriate DOD, DA and

organizational information architectures. Work with personnel within Network Enterprise

Center (NEC), Regional Cyber Center (RCC), HQ AMC, HQ IMCOM, Defense Information

Systems Agency (DISA) and vendors to bring on-line new or updated systems. Coordinates

and conducts installation, testing, operation, troubleshooting, and maintenance of hardware

and software components of the VTC rooms as they are deployed

• Collaborated with IT department to develop infrastructure build-out strategy and outline project scope.
• Defined strategic objectives to identify requirements and outcomes.
• Resolved issues and escalated problems with knowledgeable support and quality service.
• Collaborated with team members to achieve target results.
• Pulled wire through EMT and PVC conduits to complete phone installations.
• Worked mostly with IP Phones and Cisco Call Manager
• Worked the Cisco ISE server to clear an average of 4 PCs a day

• Maintained applications to keep software current with necessary software updates and upgrades.
• Imaging Workstations and Laptops
• Performed software and printer installs.
• Hardware and software troubleshooting.
• Problem Analysis.
• Peripheral Equipment configuration
• Phone, remote and desk side technical support.
• Manage Active Directory, user accounts, passwords, mailboxes, databases, file level permissions, Group Policy and Organizational Units
• Test Software installs and keep software versions up to date.
• Documented support interactions for future reference.
• Provided basic end-user troubleshooting and desktop support.
• DEPO Manager. Created an average 10 distros a week

• Managed and troubleshot circuits.
• Maintained Network Interface Cards (NICs).
• Worked with public switching networks
• Worked extensively with Prominas.
• Coordinated with DISA often with issues regarding circuit outrages.
• Worked briefly with SONET technologies

• Djibouti Deployment
• Worked with various communication equipment such as ViaSat mobile satellites, Harris Tactical Radios.
• Worked alongside Ugandan and other local communications Army squadrons in the local area on troubleshooting issues
• Managed taclanes, mobile satellite terminals, mobile weather system and performed other network management duties
• Used subnetting extensively.

• Afghanistan Deployment
• Specialized in troubleshooting Cisco Call Manager.
• Changed and removed mac addresses.
• Worked with the CENTRIX network downrange.
• Configured NIPR AND SIPR switches, installed them and activated ports.
• Made CAT 5 Ethernet cables.
• Configured, Distributed and installed taclanes.
• Knowledgeable on applying TCP/IP and associated networking protocols such as SNMP, SMTP, POP, IMAP,
• HTTP, HTTPS

• Organized and Installed several Network Devices; enabled 21 tech order libraries on 585 laptops critical to test mission
• Analyzed base network; isolated/cited results on 109 illegal devices; initiated DoD compliance standards.
• Revitalized work center supervisor handbook; organized/updated training procedures.
• Activated ports.
• Installed DSL modems into high profile visitors homes.
• Worked with and used network management systems like Solarwinds.
• Assisted in Router Configurations and installs for projects