Provide Tier I through Tier IV support worldwide, including help desk and remote repair. Utilized Information Technology Infrastructure Library (ITIL v3) best practices and processes to create streamlined and repeatable results while exceeding escalation matrix requirements. Reduce first response time from 72 hours to 24 hours while reducing mean resolution time by increasing first time fix rates. Baseline computers at installations through the utilization of the Army Gold Disk Master while making configuration control changes for specialized applications, increased network performance, reduced packet loss, and increased customer satisfaction through network upgrades and system virtualization.