Roman Hall
Helena,MT
Summary
Experienced in managing user needs across tactical and strategic networks, I bring eight years of IT expertise as a network administrator and help desk admin support. With a proven track record of supporting over 3,000 users across four separate networks in various military locations, as well as over 2,000 civilian users, highly skilled in providing efficient solutions. Seeking to leverage these networking, communication, and problem-solving skills to contribute to this career path and expand my knowledge base. Holding a Secret clearance and a Security+ Certification, I am well-equipped to excel in this role.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Sr Help Desk Administrator
MTARNG
08.2023 - 12.2024
- Supported user base of ~3,000 and managed property book of 465 items.
- Managed help desk consisting of 5 soldiers and led the team in closing 12,000+ tickets over the deployments.
- Dedicated efforts to train help desk technicians; improving team base knowledge and overall user support capability.
- Supported end users in software and hardware troubleshooting while training user self sufficiency.
- Conducted quick reaction infrastructure relocations.
- Utilized ServiceNow as a ticketing software.
System Support Specialist
Dept. of Administration
04.2021 - Current
- Acted as Sr Help Desk administrator for users conducting business with State Procurement Bureau.
- Operated and developed ServiceNow as a ticketing software and Tableau for metrics.
- Excelled in interpersonal communication dealing with customers via phone, email, and ticketing notes.
25B Networking Specialist
MTARNG
11.2016 - 03.2021
- Help desk technician in support of 400 users in two locations, personally resolving 1,000 tickets annually
- Key developer for the first implementation of Army's tactical network with the Air Force's strategic network, resulting in the most efficient MEDEVAC operations in the Kingdom of Saudi Arabia
- Oversaw the IT infrastructure expansion of 200 percent for the initial tactical footprint
- Performed system monitoring and analysis on assigned systems to discover risks and inadequacies, and provide recommendations on the need for expansion, enhancement, or revision
- Instrumental in the rebuilding of 1-189th GSAB CPN stack
Retail Specialist
Ace Hardware
04.2018 - 07.2019
- Utilized communication skills and technical knowledge to assist in daily customer interactions
- Assisted with level one troubleshooting for tech systems including registers, electronic and mechanical systems, etc…
- Used all available resources and established relationships to provide quality service to all customers
Education
High School Diploma -
Ronan High School
Ronan05-2017
Skills
- Technical reasoning and adaptability
- Cisco networking devices
- Detail-oriented analysis
- Help desk operations
- Communication
- Creative problem solving
- Microsoft Office Applications
- Remote support
- Incident management
- ServiceNow
- Team-oriented mindset
- Independent motivation
Educationcertifications
- High School Diploma, 05/01/17
- 25B Military Occupation, 05/01/18
- SSD1, 05/01/19
- Basic Leaders Course, 01/01/21
- Security +, 11/01/19, 11/01/21
Certification
- CompTIA Security+
- Taking PMP course Jan 6th
Timeline
Sr Help Desk Administrator
MTARNG
08.2023 - 12.2024
System Support Specialist
Dept. of Administration
04.2021 - Current
Retail Specialist
Ace Hardware
04.2018 - 07.2019
25B Networking Specialist
MTARNG
11.2016 - 03.2021
- CompTIA Security+
- Taking PMP course Jan 6th
High School Diploma -
Ronan High School
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