Crystal Case

Experience

• 

  Lawley Automotive Center

  Feb 2013 - Jan 2015

  IT Consultant

  - Led the design and implementation of enterprise-level systems, including network infrastructure, server architecture, and virtualization solutions, resulting in increased performance, scalability, and reliability.- Provided expert troubleshooting and problem resolution for company computers, mobile phones, and tablet devices running Windows 7/10, Android, and Apple OS.- Resolved issues related to WIFI connectivity, email setup, vendor software installation, and ensured seamless functionality.- Conducted new user training sessions to familiarize employees with device usage and optimized productivity.- Collaborated with vendors and third-party providers to troubleshoot and resolve hardware and software-related problems.- Implemented robust security measures to safeguard systems and data, including access controls, encryption, intrusion detection, and vulnerability assessments. Show less

• 

  Osi Vision, LLC

  Feb 2015 - Jan 2018

  Service Desk Team Lead - Knowledge Manager

  - Acted as a main resource and subject matter expert for Tier I/II technical support and troubleshooting for the Secret Internet Protocol Router Network (SIPRNET) Army Helpdesks.- Administered user accounts, access permissions, and security settings to ensure data integrity and system stability. Monitor system performance and implement proactive measures to optimize performance and mitigate risks.- Developed and maintained a centralized knowledge base or knowledge management system. Created and updated knowledge articles, FAQs, and troubleshooting guides to provide self-service options for end-users.- Tracked and analyzed key performance indicators (KPIs) related to knowledge management, such as article usage, resolution time, and user satisfaction. Generated reports to measure the effectiveness of the knowledge base and identify areas for improvement. Show less

• 

  NCI Information Systems, Inc

  Jan 2018 - Aug 2019

  Senior Help Desk Specialist

  - Engaged with a large customer base on a regular basis to troubleshoot and resolve issues concerning access to Public Key Infrastructure (PKI)-enabled websites from home computer systems, issues concerning the installation or configuration of software, certificate revocation-checking mechanisms and capabilities, among various other troubleshooting efforts and break-fix action requirements.- Generated reports and analyzed data to identify trends, patterns, and areas for improvement. Utilized data-driven insights to optimize support processes, reduce response times, and enhance overall service delivery.- Conducted regular audits and evaluations to ensure adherence to standard operating procedures (SOPs) and compliance with industry regulations. Implemented continuous improvement initiatives to enhance service quality and customer satisfaction. Show less

• 

  General Dynamics Information Technology

  Aug 2019 - Jan 2021

  Senior Systems Engineer Team Lead

  - Provided Tier II and Tier III engineering and administrative support for Common Access Card (CAC) Authentication on Windows 7, Windows 10, MAC, and Chromebook.- Additional responsibilities included testing new software releases from various manufacturers such as HID Global, Tumbleweed/Axway, and the development of custom software for the deployment of certificate validation software for the Army.- Managed and maintained large-scale server environments, including installation, configuration, and ongoing support of operating systems, databases, and applications.- Created and updated technical documentation such as test plans, test reports, white papers, and Electronic Technical Procedures (ETPs) for step-by-step instructions on performing various technical tasks.- Collaborated with cross-functional teams, including network administrators, developers, and vendors, to resolve complex technical issues or implement system enhancements. Show less

• 

  Empower AI

  Feb 2021 - Jun 2023

  Artificial Intelligence Engineer & Scrum Master

  - Empower AI is a partner of the federal government, supporting multiple federal agencies with mission-critical AI technology to help them achieve significant efficiencies while managing costs and improving security.- Successfully deployed 10+ high return on investment (ROI) Python and PowerShell based automation as lead developer, overseeing the full scope from requirements capture through production deployment.- Served team as several professional capacities including software engineer, lead developer, project manager (agile), mentor, and business analyst.- Supervised development and QA teams through all project development phases (creation to implementation).- Facilitated Scrum ceremonies such as daily stand-ups, backlog grooming, sprint planning, retrospectives, etc. Show less

• 

  Empower AI

  Aug 2023 - now

  Security Engineer