William Lee

Experience

• 

  United States Air Force

  Jul 2005 - Apr 2018

  Led 6 employees in 24/7 customer service support for 14k customers. Utilized Active Directory to create, modify, and delete employee accounts as well as push and monitor group policies. Monitored Microsoft 365 migration for complications and ways of network improvement. Managed Air Force Remedy trouble ticket creation process, monitored and communicated corrective maintenance on $50 million communications network. Troubleshot after hours issues with Virtual Private Network (VPN) connectivity for remote employees and customers. Oversaw and updated base wide emergency alerts notification system. Manager for 9 employees on Crisis Action Team responsible for disaster recovery procedures that worked solely with classified Virtual Desktop Infrastructure (VDI) systems Provided command and control of defense security for wartime simulations involving 17 buildings. Dual responsibilities as Training Manager. Coordinated local and out of state training courses, scheduled exams and tracked training requirements for 152 employees. Lihat lebih sedikit Managed 4 employees that provided executive support to 26 Senior Managers. Designed executive residence communications project. Installed unclassified and classified systems, printers, Video Teleconferences (VTC), and secure telephones in Senior Manager’s homes. Also supervised 6 employees that directly supported 14k customers across 59 buildings. Initiated the rollout phase of Samsung Tablets, iPad's, and iPhone's. Also, integrated Public Key rollout for data encryption on mobile devices. Built training mobile device training plan for technicians as well as customer service 2 day course. Managed Alaska's Air National Guard Project that established geographical network recruitment capabilities. Lihat lebih sedikit Supervised 3 employees. Provided system and network support for 7k network users on $24 million network. Tracked and resolved 500 network issue tickets. Performed systems updates, backups, software security patches, and group policy changes. Utilized software and hardware tools to identify, and mitigate network vulnerabilities on classified and unclassified network, and standalone systems. Installed and configured hardware components and software applications. Complied reports for maintenance, and ensured software license agreements were in accordance with DoD regulations. Provided customer service to assist in operation, restoration, and configuration of network systems. Prepared and updated daily briefings to identify mission capabilities and accurate analysis on wartime scope. Lihat lebih sedikit Led a 3 employee team that supported 8k military and 4k civilian customers and maintained 43.3k equipment items. Monitored and setup classified and unclassified video teleconferences for 210 worldwide missions. Updated Windows XP and Win 7 on 450 systems. Lead 24/7 on-call technician for Air Force base Senior Managers and their staff, and distinguished visitors. Transitioned to Guantanamo Bay for 6 months were I supervised 36 linguist that collected 4.5k daily reports of intelligence for the Joint Detention Group. Managed over 9k interpretation request, scheduled 171 detainee missions and phone calls in 7 languages that directly supported 500 hours of intelligence interrogations. Lihat lebih sedikit

  • IT Helpdesk Manager/Training Manager

    Jan 2015 - Apr 2018

  • IT Manager

    Jan 2013 - Jan 2015

  • Senior Helpdesk Technician

    Jan 2012 - Jan 2013

  • Senior Sytems Administrator

    Jul 2008 - Jan 2012

  • Technical Support Specialist

    Jul 2005 - Jul 2008
• 

  JPMorgan Chase & Co.

  Apr 2018 - Jan 2022

  Applications Support Analyst

  •Manage/recover all P1 related incidents impacting Enterprise Systems•Monitor production activities/processes to ensure timely and effective reporting, tracking, follow-up and communication of problems to internal and external clients, technical resources, and executives.•Ensures information controls, back-up and recovery strategies are in place across all environments.•Implement continuous process improvement, including but not limited to policy, procedures, and production monitoring.•Help in identifying, coordinating, and implementing initiatives/projects and activities that create efficiencies and optimize technical processing•Carefully evaluate alternative risks and solutions before taking action to provide timely resolution.•Manage day to day issues including daily health checks of applications and processes, working closely with end users, development staff and Infrastructure teams, to prioritize and resolve and/or mitigate outages. Lihat lebih sedikit