Rylee Campbell
Olympia
Summary
Security+ Certified IT Technician with over 9 years of IT experience, including 6 years in the U.S. Military. Expertise in designing and managing wide area networks for over 4,000 users and 10,000 devices, ensuring the security of sensitive information. Proven track record in delivering Tier 2 support to 48 ROTC programs and 155 JROTC high schools, while troubleshooting complex network and software issues. Proficient in Office 365, DHCP, DNS, and AD/Azure, with hands-on experience in Symitar, Genesys, and Citrix.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Information Management Officer (IMO)
Joint Base Lewis McCord
04.2023 - Current
- Resolved complex technical issues for 48 ROTC programs and 155 JROTC high schools.
- Mentored Tier 1 Technicians to enhance team performance and effectiveness.
- Conducted technical training sessions, ensuring mission-ready leaders and prepared personnel.
- Developed robust information management systems compliant with Army standards.
- Streamlined data processing workflows, improving efficiency for information requests.
- Led cross-functional teams in project execution aligned with organizational objectives.
- Coordinated training on new management tools, promoting increased adoption among staff.
Desktop Support Technician
Department of Children, Youth, and Families
12.2022 - 04.2023
- Managed IT environment with over 4,000 users and 10,000 devices statewide.
- Provided tailored technical assistance to non-technical users, ensuring effective task performance.
- Maintained high customer service levels to foster positive user relationships.
- Facilitated seamless setup and relocation of desktop hardware during transitions.
- Achieved 80% success rate in timely resolution of support tickets at Service Desk.
- Troubleshot various applications including Microsoft Windows, Office Suite, and Adobe products.
- Developed PowerShell scripts to streamline troubleshooting processes and enhance team efficiency.
- Executed equipment imaging and installation for immediate device readiness.
Tier 1/2 Support Services
America's Credit Union
12.2021 - 12.2022
- Diagnosed and resolved hardware, software, and network issues to minimize user downtime.
- Configured workstations by installing and maintaining computer systems and network connections.
- Implemented IT policies to streamline support operations and enhance service delivery.
- Developed troubleshooting documentation to facilitate knowledge sharing among support team members.
- Trained end-users on software applications, increasing proficiency and reducing helpdesk inquiries.
- Managed inventory of IT assets, ensuring accurate records of equipment and licenses.
- Identified root causes and implemented effective solutions to improve system functionality and reliability.
- Provided technical support for hardware and software issues, ensuring swift resolution.
Desktop Support Specialist
United States Army
04.2016 - 12.2021
- Trained and mentored soldiers to achieve optimal mission readiness through effective coaching techniques.
- Empowered individuals with knowledge and skills for excellence in their roles.
- Fostered a culture of continuous learning, significantly enhancing team performance.
- Managed over 500 systems and 345 end users while overseeing 10 classified systems.
- Ensured lifecycle management of over 2,000 workstations within designated timeframes.
- Collaborated with commanders to develop network layouts tailored to tactical environments.
- Configured hardware and software for efficient computer and server deployments.
- Built and managed unit's SharePoint page to improve communication and collaboration.
Education
Computer Science - Cybersecurity
American Military University
Charles Town, West VirginiaHighschool Diploma - CISCO 4 Year Vocational Course
South East Career Technical Highschool
Las Vegas, Nv07.2015
Skills
- Agile practices
- Document control
- IT systems management
- Content planning
- Technical and desktop support
- Software setup
- Network diagnostics and remote assistance
- System oversight
- Network protection
- Operating system oversight
- Collaborative teamwork
- Technical support
Certification
- Security+ 03/2023
- Operating Systems: Windows 8/10/11, Windows Server Manager, macOS, iOS
- Microsoft Products: Word, Excel, Outlook, PowerPoint, Teams, Active Directory
- Networking & Security: Cisco AnyConnect VPN, remote access solutions, user authentication, secure connectivity troubleshooting
- Support & Troubleshooting: End-user support (Windows & Apple devices), hardware/software diagnostics, system configuration, account management, printer/peripheral setup
- Remote Support Tools: Remote Desktop, TeamViewer, Zoom/Teams remote control, ticketing systems
- Helpdesk Experience: Tier 1 & Tier 2 support, incident tracking, escalation, knowledge base documentation, customer service excellence
Accomplishments
- Enhanced Support Efficiency: Trained and mentored Tier 1 Technicians, boosting support team efficiency by 30% and improving response and resolution times for technical issues across ROTC and JROTC programs.
- Streamlined Information Management System: Developed a comprehensive information management system that ensured compliance with Army standards, improving licensing management and minimizing compliance risks.
- Successful Cadet Summer Training Support: Oversaw account setups and access management for USACC G6 Soldiers during Cadet Summer Training, ensuring all participants had the necessary tools and knowledge for a smooth training experience.
Timeline
Information Management Officer (IMO)
Joint Base Lewis McCord
04.2023 - Current
Desktop Support Technician
Department of Children, Youth, and Families
12.2022 - 04.2023
Tier 1/2 Support Services
America's Credit Union
12.2021 - 12.2022
Desktop Support Specialist
United States Army
04.2016 - 12.2021
Computer Science - Cybersecurity
American Military University
Highschool Diploma - CISCO 4 Year Vocational Course
South East Career Technical Highschool
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