Andrew Harris Sr.
Waldorf,MD
Summary
Top Secret/SCI security clearance Accomplished Program Manager with more than 10 years of experience within a large, diverse organization. My expertise has been shaped by a blend of military service, comprehensive IT training and Legislative training reinforced by certifications in Cloud Computing, Agile methodologies (Certified Scrum Master), and cybersecurity (CompTIA Security+). I'm a natural communicator and detail-oriented effectively liaising at all levels and across divisions, while guiding multifunctional teams toward a common goal. Success derived from leveraging lessons learned, sound judgment and industry best practice used to manage people, executing tasks, learning quickly. As a United States Air Force veteran, I bring a unique perspective with a deep understanding of team dynamics, consensus-building, collaboration, and commitment excellence.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Program Support Specialist
Department of Defense
10.2024 - Current
- Created documents, reports, and spreadsheets detailing program information for 3,000+ Engagements and 1,000+ Requests for Information.
- Investigated issues and provided knowledgeable responses to resolve customer concerns.
- Responded to in-person and telephone requests for information and assistance.
- Provided contract management support as the primary Contracting Officer Representative for assigned contracts.
- Scheduled conference rooms, prepared agendas, and maintained calendars to prepare for meetings and events.
- Analyzed program information to present innovative solutions to program supervisors.
- Assisted in gathering of program data to compose thorough monthly reports.
- Interpreted legislative processes and procedures to accurately align with the use of the Quorum software.
- Increased customer service success rates by quickly resolving issues.
- Proofread and edited documents for accuracy and grammar.
- Remained solutions-oriented in face of complex problems to assist management and overall business direction.
- Volunteered to help with special projects of varying degrees of complexity.
- Followed detailed directions from management to complete daily paperwork and computer data entry.
- Completed daily and weekly logs for leadership review.
- Regularly updated and maintained databases on congressional committees, political action committees, and their staff.
JSP End User Devices Tier 2 Trainer
TEKSYSTEMS
05.2024 - 10.2024
- Responsible for the training and development of new technicians of multiple teams. Staying up to date with technological and policy changes and disseminating that information to the proper teams. Scheduling refresher training and new training sessions. Assist new and seasoned technicians with hardware and software issues.
- Led the creation of multiple Work Instructions (WI) for Tier 2 End User Device Techs.
- Skilled in delivering IT support for the development, implementation and coordination of activities and training aimed at ensuring, protecting, and restoring IT systems, services, operations, and capabilities.
- Delivered briefings, summaries and reports pertaining to IT security, processes and work instructions.
- Documented incidents with detailed break-fix steps and resolutions.
- Conducted Refresher Training sessions to sharpen technician performance.
- Trained multiple groups of technicians from different teams within the Organization.
- Expertly assist new and seasoned techs with customer issues and inquiries.
- Assisted with the update of existing WI’s for current technology incidents and resolutions.
- Collaborated with the Training team and Management for training updates and processes.
JSP End User Devices Technician
TEKSYSTEMS
11.2023 - 05.2024
- Responsible for contacting customers to resolve their hardware and software issues. Running Policy and Security updates. Escalating issues up to a higher tier or a designated team if required. Providing excellent customer service while being solution driven. Handling Escalated issues for DoD VIP and Senior Executive Service (SES) customers.
- Provide expert guidance on a wide range of IT matters, providing strategic advice and solutions.
- Collected data associated with IT Security during phases of escalated incidents and evaluated compliance requirements.
- Held Team-wide training via Teams on required and optional topics.
- Provided support for Assistive Technology customers according to team policy and procedures.
- Updated all training material for changes in processes and troubleshooting.
- Trained over 20+ Service Delivery team member on Service Now and other topics.
- Captured new troubleshooting steps provided by Senior Techs to incorporate in work instructions and training.
- Proficiently executed multiple computer project assignments and deployments.
- Assisted in developing and revising system modifications as far as techniques, logics, and processes.
- Knowledgeable on specific and custom approaches to assigned computer applications in each organization or classification.
- Deliver exceptional IT customer support, resolving inquiries and issues promptly and effectively.
- Ensure the smooth operation of system servers and operating systems software through diligent maintenance and optimization practices.
- Led a team in planning, executing, and accomplishing high priority projects with coordination required with other organizations. Adapted to changing guidelines and new challenges.
- Advised management and office leads on IT system design, system software and configuration of hardware equipment.
- Utilize analytical skills to find different approaches to properly advise teams and management.
- Executes tasks meticulously, ensuring accuracy and completeness, even under pressure. Independently completes thorough and accurate work in challenging situations. Conducts occasional quality reviews of others’ work to maintain standards.
- Engages with clients to understand needs and provide tailored solutions. Resolves a variety of issues, fosters strong client relationships, and recommends procedural enhancements based on feedback and evolving requirements.
- Effectively communicate technical information in a clear and concise manner to enhance comprehension.
- Tackle sensitive or complex challenges by formulating and suggesting strategic options.
- Identify potential conflicts and areas of mutual benefit.
- Assist teams in anticipating challenges and evaluate various information sources.
- Provide constructive feedback and coaching to aid in problem-solving efforts.
Cloud Service Desk Technician
Zachary Piper Solutions
02.2023 - 11.2023
- Responsible for responding to customer needs promptly and efficiently. Escalating issues up to a higher tier if required. Providing excellent customer service while being solution driven. Documenting all issues across multiple environments.
- Documented and tracked 1000+ customer tickets via JIRA and ITSM.
- Supported and assisted 508 customers with incidents, service requests and inquiries.
- Experienced in assessing and monitoring system compliance requirements.
- Created multiple User Accounts within Active Directory using PowerShell scripting.
- Reset, created and assigned User passwords and security tokens.
- Troubleshoot and resolve Tier I and II incidents to include: system inquiries, requests, incidents, software installation, printer support, hardware support, Skype support and other issues.
- Assigned Group policy and permissions to Customer accounts.
- Reported and sent out Incident responses via Microsoft Teams and email communications notifications.
- Updated/Created new policies and procedures.
- Created metrics to research trends & analysis and ticket clean-up.
- Proficient in PowerShell & Command Prompt- Duties include Pinging different sites/locations for network connectivity.
- Proficient in Active Directory- locating accounts, moving accounts to the correct organizational units, mirroring accounts per user request.
Military Flight Attendant, 1st Airlift Squadron
United States Air Force
07.2016 - 11.2022
- Provides for safety and comfort of passengers, plans, coordinates, and manages cabin duties, and supervises loading and off-loading of aircraft.
- Demonstrates and maintains proficiency in emergency equipment use, procedures and egress. Prepares records and documents including cash collection forms.
- Provides guidance on foreign clearance requirements such as immunizations, customs and courtesies, entry and departure procedures, and necessary documentation.
- Discusses findings and recommends corrective action. Coordinates flight attendant activities. Resolves operational problems.
- Support global transportation of Congressional & Executive branch VIPs.
- Responsible for planning/implementing anti-terrorism and disaster preparedness initiatives.
- Responsible for the use of emergency equipment and the expeditious evacuation of passengers in the event of an emergency.
- Monitors Squadron Operations Center requirements.
- Network system failure, implemented critical Squadron Operation Center officer duties, maintain admission continuity.
- Limited workstations, organized unit computer cafe & setup 12 computer workstations, increased squadron efficiency.
- Completed post-mission duties for 5 missions, mitigated any Operational Risk Management conflict.
- Completed 15hr Microsoft literacy course, learned deeper levels of computer suite to be POC for squadron communication issues.
IT/Cyber Resident (Intern)
Apex Systems
07.2022 - 10.2022
- Responsible for learning and increasing knowledge in Cybersecurity and Cloud Solutions procedures, policies, and tactics through video training and hands-on learning labs. Also further developing Project Management skillsets.
- Completed Cloud Security Fundamentals: Basics of Cloud Operations.
- Completed Cybersecurity and Networking Fundamentals.
- Trained in the usage and purpose of Active Directory.
- Trained on proper protocol and policies on assisting 508 customers.
- Increasing knowledge in the ITIL Framework.
- Vulnerability Management and data collection using Splunk and Nessus.
- Agile Project Management: Scrum, Kanban & Confluence
Squardron Facility Manager
1st Airlift Squadron
01.2020 - 01.2022
- Responsible for maintaining, planning and enforcing squadron grounds, security, maintenance and Force Protection status notifications. Implement and coordinate work orders with Civil Engineering for facility improvements, basic needs and disaster response preparedness.
- Ensure and enforce building security.
- Maintain building maintenance and upkeep.
- Coordinate & plan building work orders and improvements
- Ensure proper base protection levels were posted on the building grounds.
- Identified two-unit fire safety hazards, coordinated with Civil Engineering for an emergency fix, restored system functionality.
- Noticed plumbing & security issues, guided an inspection team to note and fix the issues, resolved and increased facility integrity/security.
- Squadron needed renovations, dedicated 10 off-duty hours/remodeled 778 sqft area, saved $5K in labor and modernized the unit facility.
- Obsolete squadron furniture, led and managed a six member team to relocate 1.2K lbs of equipment, created a new mission planning area.
Student Intern
R. Emmanuel Consulting/The H.O.P.E Project
01.2021 - 06.2021
- Trained in IT technical processes and procedures. Fully prepared for entry-level positions in Helpdesk and Application Support Professional roles.
- Able to communicate technical information to non-technical customers
- Manage Services: Managed Active Directory (user accounts, passwords, VPN, network access)
- HOPE Project Tech Support
- Working knowledge of Remedy and Service Now ticketing system
- Experience with Software Center Control Management (SCCM) and Bomgar
- Received a Help Desk Support Training program certificate of completion.
Aviation Resource Manager
1st Helicopter Squadron
01.2012 - 01.2016
- In-process/Out-process aircrew members for smooth transitions for change of stations, training and/or deployments.
- Prepare and audit unit flight authorizations and monitor training inputs performed by assigned/attached flyers.
- Performs and oversees monthly reviews for all training and flying hour source documents. Initiates actions to support flight management policy & procedures.
- Supported 24-hr immediate response alert to accomplish classified National/DoD level taskings.
- Input & Audit flying time training hours and ground training requirements.
- Records Custodian duties for all flyers
- Maintain aircrew training accomplishments.
- Maintain office regulations and continuity.
- Ensure each subordinate received proper training
- Noticed obsolete office procedures, assisted section through a Staff Assisted Visit inspection, updated procedures and became 100% compliant.
- Found 12 discrepancies in flying hours, meticulously reviewed monthly flying hour program, improved flight program with zero errors.
- Scheduling software resets for all training events, electronically reconstructed 30 aircrew flight training events, flight training continued with no loss.
Education
AAS - Aviation Management
Community College of The Air Force
Montgomery, AL01.2017
Skills
- Project Management
- Analytical research
- Data analysis
- Report preparation
- Meeting facilitation
- Account management
- Customer relations
- Cyber Security
- Strategic Planning
- Operations Manager
- Training Manager
- Program Support
Certification
- Security+, CompTIA 2022
- AWS Cloud Practitioner 2022
- Certified Scrum Master, CSM, Scrum Alliance 2022
- Azure-900, Microsoft Azure Fundamentals Certification 2023
- Risk Management Framework Curriculum Certificate (STEPP) 2024
Timeline
Program Support Specialist
Department of Defense
10.2024 - Current
JSP End User Devices Tier 2 Trainer
TEKSYSTEMS
05.2024 - 10.2024
JSP End User Devices Technician
TEKSYSTEMS
11.2023 - 05.2024
Cloud Service Desk Technician
Zachary Piper Solutions
02.2023 - 11.2023
IT/Cyber Resident (Intern)
Apex Systems
07.2022 - 10.2022
Student Intern
R. Emmanuel Consulting/The H.O.P.E Project
01.2021 - 06.2021
Squardron Facility Manager
1st Airlift Squadron
01.2020 - 01.2022
Military Flight Attendant, 1st Airlift Squadron
United States Air Force
07.2016 - 11.2022
Aviation Resource Manager
1st Helicopter Squadron
01.2012 - 01.2016
AAS - Aviation Management
Community College of The Air Force
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