Kristofer Pettigrew

Experience

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  United States Air Force

  Jan 2020 - Jan 2024

  Client Systems Technician
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  319th Communication Squadron, 319th Mission Support Group, 319th Reconnaissance Wing

  Jun 2020 - Oct 2021

  Client Systems Technician

  Duties | Skills- Troubleshot and repaired desktop and mobile systems to ensure operational readiness.- Provided both remote and in-person support to efficiently resolve technical issues.- Authored and periodically reviewed Standard Operating Procedures (SOPs) for diverse information systems, ensuring they reflect current practices.- Reported incidents and executed corrective procedures to prevent recurrence.- Set up new computer systems and devices, including installing hardware and software, and patching programs.- Evaluated and adopted modern technologies to address changing industry needs.- Oversaw installation of software programs and hardware systems to meet security requirements.- Resolved malfunctions with systems and programs through effective troubleshooting.- Investigated and corrected problems with printers, copiers, and other peripheral devices.- Managed system-wide operating system and software deployments, as well as related software upgrade problems.- Configured hardware and software in optimal configurations to meet network performance requirements.- Installed, modified, and repaired software and hardware to resolve technical issues.- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.- Configured hardware, devices, and software to set up workstations for employees, enhancing productivity.Career Highlights- Recognized by squadron leadership for outstanding performance, selection for Senior Airman Below-the-Zone.- Swiftly deployed a Safety Investigation Board comprised of seventeen desktop workspaces within a stringent time limit of less than four hours, facilitating the successful execution and completion of a critical crash investigation for a $131 million weapon system.- Resolved 208 computer issues through ITSM ticket queue at Grand Forks, extending the lifecycle of the affected systems and saving the Air Force $154,000 in potential replacement costs. Show less

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  78th Communications Directorate (AFMC) | Enterprise Systems Management Shop

  Oct 2021 - Jun 2022

  Enterprise Systems Management Technician

  Duties | Skills- Executed Maintenance Tasking Orders (MTO) and Time Compliance Network Orders (TCNO) directives by installing government-configured software and deploying critical patches, ensuring systems adhered to stringent cybersecurity standards and operational directives.- Utilized DISA STIG Viewer to import and apply Security Technical Implementation Guides (STIGs), creating checklists to methodically track compliance and ensure systems met stringent security standards.- Conducted thorough system audits using the SCAP Compliance Checker, identifying non-compliant settings and implementing necessary adjustments to enhance system security and compliance. - Developed and submitted comprehensive Plans of Action and Milestones (POA&Ms) for any instances where compliance deadlines could not be met, ensuring detailed strategies were in place for rapid resolution.- Utilized IAO Express for comprehensive account management tasks such as creating, removing, and relocating both user and organizational accounts, unlocking accounts, and authorizing access to network shared drives and SharePoint sites. Collaborate with various departments to coordinate user access management efficiently.- Resolved hardware, software, and network challenges employing tools like Dameware, Active Directory, DRA, ITSM, Remote Desktop Protocol, Footprints, and PowerShell.- Conduct thorough audits to ensure adherence to organizational and regulatory standards.- Deployed and tailored authorized commercial off-the-shelf and government off-the-shelf applications to meet organizational requirements.Career Highlights- Updated and patched HBSS McAfee anti-virus software across 18,000 devices, ensuring the most current anti-virus protection was installed.- Led a 3-member Air Force Materiel Command/Inspector General Unit Effectiveness Inspection, deploying multiple workstations, providing 16-day comm support for 64 inspectors, aiding in 78 Air Base Wing achieving an "Effective" status. Show less

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  78th Communications Directorate (AFMC) | Zone 5 Client Systems Support

  Jun 2022 - Sept 2022

  Client Systems Technician | Zone 5 Client Systems Support

  Duties | Skills- Leverage ServiceNow and Remedy ticketing systems to efficiently track, manage, and resolve technical issues and service requests.- Diagnosed and rectified complex hardware, software, networks, and systems issues reported by users, covering tasks such as software/driver installations, hardware/software configurations, account issue resolutions, and network connectivity troubleshooting.- Imparted expertise and directives to users and fellow IT specialists, enhancing operational efficiency.- Conducted repair and maintenance procedures and delivered Tier 2 labor for comprehensive technical system administration functions. - Skillfully perform installations and configurations of client/server devices, including equipment setup, peripheral connections, and client-level software management, ensuring seamless operational functionality. - Manage the installation and removal of client-level software, ensuring systems are up-to-date and aligned with user needs and security requirements.- Support critical security operations with prompt password resets and workstation imaging, bolstering system security and user access control.- Identify application and technical problem trends, devising and implementing mitigation plans to prevent future occurrences and enhance system reliability.Career Highlights- Employed security countermeasures to protect the integrity, availability, and confidentiality of the $15 million Robins AFB Enterprise Data Center.- Armed the 78 Comptroller Squadron/Commander with business intelligence capabilities, by mass installing Microsoft BI software, which in turn, enabled oversight of $151 million and taking the Wing from 60% to 98% committed funds within 3 months.- Resolved 150 Command tickets, supporting Robins’ 54 mission partners and sensitive VIPs, safeguarding accountability of $400,000 in assets. Show less

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  78th Communications Directorate (AFMC) | Communications Focal Point (Account Management Shop)

  Sept 2022 - Oct 2022

  Account Manager SME (Subject Matter Expert)

  Duties | Skills- Utilized IAO Express for comprehensive account management tasks such as creating, removing, and relocating both user and organizational accounts, unlocking accounts, and authorizing access to network shared drives and SharePoint sites. - Collaborate closely with group managers, serving as the Account Management Subject Matter Expert (SME), to gather and scrutinize necessary documentation. This ensures proper authorization for workflows, distribution groups, and security groups.- Collaborate with various departments to coordinate user access management efficiently.- Conduct thorough audits to ensure adherence to organizational and regulatory standards.- Imparted expertise and directives to users and fellow IT specialists, enhancing operational efficiency.- Expertly create, provision, and de-provision user accounts using Active Directory and DRA.- Skillfully address and resolve account-related issues to ensure seamless user access. - Oversee the creation and modification of groups, ensuring they comply with organizational standards and policies, thereby maintaining alignment with security and workflow protocols. Show less

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  78th Communications Directorate | Commercial Mobile Device Shop

  Oct 2022 - Jan 2024

  BlackBerry Unified Endpoint Management Administrator

  Duties | Skills - Utilized Blackberry UEM for work-related tasks, including email handling and web browsing, alongside leveraging Purebred Registration for importing DoD certificates on devices such as iPhone, iPad, (iOS) and Mi-Fi. - Maintained flawless records and accountability for mobile device management, contributing to a reduction in unauthorized expenditures and an improvement in equipment tracking accuracy. - Designed and maintained a Microsoft Excel spreadsheet, cataloging mobile device managers across various organizations. Sporadically checking for accuracy and updating the report promptly with any changes.- Efficiently set up new mobile devices, configure settings, and install necessary applications to enhance user experience. - Managed comprehensive record-keeping for the issuance of Unclassified Wireless Mobile Devices, meticulously preparing and obtaining user signatures on US Air Force Unclassified Wireless Mobile Device User Agreements (AF Form 4433)- Competently install new equipment, ensuring it functions correctly, and educate users on its operation.- Expertly diagnose and rectify issues such as faulty batteries, broken screens, and software glitches, ensuring optimal device performance.- Effectively answer phone calls, address customer inquiries, and provide insightful guidance on mobile device issues.Career Highlights- Led Apple Business Manager migration, transitioning 653 devices in 1.5 months, ensuring compliance with Defense Information Systems Agency Security Technical Implementation Guide (DISA STIG) - Assumed leadership of the Commercial Mobile Devices shop during the civilian lead's absence. Managed and troubleshooted 600+ devices for high-ranking officials across the base.- Swiftly addressed an unintended Blackberry UEM update, collaborating with eighty-seven account managers to identify affected personnel, devising a rapid-response protocol using QR codes which minimized downtime and restored crucial app functionality. Show less

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  860 Operations Support Squadron

  Jan 2024 - now

  IT Specialist: Client Systems Technician (Air Force Reservist)

  Duties | Skills - Address and remedy issues across hardware, software, networks, and systems to ensure optimal functionality.- Enhance operational efficiency through the provision of specialized knowledge and guidance.- Manage user accounts effectively, including their creation, provisioning, and de-provisioning, utilizing Active Directory and DRA.- Undertake repair, maintenance, and provide Tier 2 support for technical system administration tasks.- Work collaboratively to streamline user access management, ensuring seamless access across systems.- Adhere to and enforce compliance with both organizational policies and regulatory standards. Show less

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  Tyto Athene, LLC

  Apr 2024 - now

  Desktop Support Technician

  Duties | Skills•Software Troubleshooting and Support: Diagnosed and resolved software-related issues, restoring functionality for applications like Microsoft Office, Adobe, and various enterprise tools.•Email and Profile Configuration: Set up email profiles and configured settings on various devices, ensuring smooth operation and user access.•Account Management: Managed user accounts, including creation, modification, and troubleshooting, ensuring secure and efficient access to network resources.•Device Quarantine Resolution: Addressed and resolved device quarantines, restoring operational capability for users impacted by security protocols.•Network Connectivity Troubleshooting: Resolved issues related to network connectivity, including VPN and Ethernet access, maintaining uninterrupted service for remote and on-site users.•Hardware Support: Performed setup, maintenance, and troubleshooting for hardware devices, including desktops, laptops, printers, and mobile devices.•Compliance and Security Updates: Ensured devices were up-to-date with necessary security patches and compliance protocols, reducing vulnerabilities.•User Training and Support: Provided guidance and support to users, enhancing their ability to operate and troubleshoot systems independently. Show less