Stan James

· Managed daily IT support workflow by utilizing the IT Service Management (ITSM) trouble ticket system to intake, prioritize, and route customer system discrepancies

· Resolved over 1,700 ITSM trouble tickets and 21Request for Change tickets, consistently delivering exceptional customer service and rapid issue resolution.

· Maintained video teleconference (VTC) equipment and facilitated secure NIPR and SIPR network connections with the U.S. Army Europe Hub.

· Administered the organization's Active Directory assets, including the creation, modification, and deletion of all user accounts, security groups, and workstations.

· Collaborated with high-level echelon technicians to resolve complex system problems and provide Tier 2 end-user support for Army Headquarters-Europe IT systems.

· Configured and troubleshot organizational smartphone devices while serving as the administrator for DOD Mobility Unclassified Capability, Apple Business Manager (ABM), and the Purebred agent platform.

· Oversaw the management of Unclassified (NIPR) and Classified (SIPR) Active Directories, supporting a base of 209 users and 245 computers.

· Consulted with General Officers, executive leadership, and department heads to recommend and implement effective IT solutions across system administration and network tiers.

· Directed multiple long-range hardware and software architecture projects, formulating strategic plans to meet critical deadlines.

· Developed and delivered comprehensive training programs for end-users on network application software and hardware best practices.