OBJECTIVE:

Seeking a technical, p roblem - solving, customer service opportunity with an emphasis on network and systems administration; database and application administration; disaster recovery planning; and IT systems security architecture. An information systems position that will also enable me to provide risk and quality management while adhering to industry standard security compliance.

SUMMARY:

• Particularly effective in demonstrating aptitude for quickly learning new technologies.
• Possess strong analytical skills with proven ability to perform exceptionally in team settings as well as remote and self-managed environments.
• Consistently accomplishes tasks while maintaining high productivity, quality and accuracy.
• Successfully exercise customer service techniques professionally by meeting customers' needs while maintaining exceptional customer satisfaction.
• Possess excellent verbal, written and interpersonal communication skills.

TECHNICAL SKILLS:

Operating Systems: Microsoft Windows Server 2003/2008/2012 , MS Windows VM 2005, MS Windows 3.x/95/98/ME/2000/XP/NT 4.0/7/8, MS-DOS, Novell NetWare, Solaris UNIX, RedHat Linux (RHEL), OpenVMS

Tools: Active Directory, BMC Remedy IT Service Management 7.0, Rational ClearQuest, CheckPoint PointSec, SharePoint Server 2007/2010, Symantec Anti-Virus, CA Unicenter Asset Portfolio Management (UAPM), CA Unicenter Service Desk, VERITAS NetBackup, CA Brightstor ARCserve, BMC Patrol, HP Openview, Maestro, IP Monitor and ECC (EMC Control Center), Attachmate myEXTRA Enterprises, Symantec Altiris CMS 6.5 Deployment Solutions, Reflections 8.1, Serena Business Manager, Serena Version Manager Web Client, Trend Micro Officescan, Lumension EMSS, Egenera PAN Manager, IBM Cognos- DBiT, Active Directory, IIS 6.0/7.0, WSUS 3.0 SP1, Oracle Primavera P6, Microsoft SCCM 2007

Network: LAN, WAN, CISCO Networking Devices, SecuRemote, Client-Server, Frame Relay, TCP/IP, SMTP, IPX/SPX, Ethernet, Fast Ethernet, ISDN, T1/T3, Broadband, DSL, CISCO VPN, Nortel Networks, ATM & NetBEUI

Database: SQL Server 6.x/7.x, MS Access, and Lotus Notes

Programming Languages: C++, VB (Visual Basic)

Web Design Tools: HTML, FrontPage, Hyper Studio

Application Software: Microsoft Office Suite 2000/ 2003/2007/2010 (Word, Excel, PowerPoint, Access, Publisher.), MS Outlook 2003/2007/2010 , MS Project, MS Visio, PeopleSoft (FS), IBM Lotus Notes Mail and Applications, Ariba

Hardware: Servers, Workstations, Bridges, Routers, Switches, Hubs, Air cards, Modems, Printers (Laser, Inkjet & DeskJet), Confidential X-Terminal, Devices (IDE, SCSI, RAID), Scanners, Firewalls, Egenera Blade Technology

PROFESSIONAL EXPERIENCE:

Confidential

Windows Systems Administrator

Responsibilities:

• Provide services in implementations services.
• Provide project management support.
• Provide support of the Windows Server migrations from servers that are running Windows Server 2003, Windows Server 2008, Windows Server 2008 R2 to Windows Server 2012 R2.
• Provide SME support and services to install, configure and migration of server build.
• Assist with automation of manual server build processes.
• Provide expertise, services and documentation of business customer’s requirement and install and configure above base-line software. Support migrations of software application to platform. Support and create technical briefing and documentation.
• Troubleshoot major software applications and operating system deficiencies to bring systems and network devices into security compliance.

Confidential

Systems Configuration Manager - System Administrator, Washington, DC

Responsibilities:

• Provided system administration and maintenance services for the COTS tools including user support, workflow maintenance, installation, configuration, documentation, and sustainment.
• Successfully migrated the Serena PVC Version Manager CM tool from old Windows 2003K Servers environment to new Production, Test, and Development and DR environments on new Windows 2012 R2 Servers.
• Successfully migrated the Serena Teamtrack CM tool to Serena Business Management (SBM) tool from old Windows 2003K Servers environment to new Production, Test, and Development and DR environments on new Windows 2012 R2 Servers.

Confidential

Windows IT Engineer Consultant, Washington, DC

Responsibilities:

• Design more efficient solutions of Microsoft Architecture for distribution of patches and hotfixes to enterprise assets.
• Troubleshoot major software applications and operating system deficiencies to bring systems and network devices into security compliance.
• Utilizes tools such as 2007 Microsoft SCCM Console and Client Management to repair SCCM SMS Clients to resolve patch deployment deficiencies.
• Apply operating system and application updates, and configuration changes, using 2007 SCCM Console and Windows Server Update Services (WSUS).
• Remediated Vulnerabilities on Windows 2003/2008/2012 Servers, Windows Vista and Windows 7 Workstations, HP Printers, Switches, VDI Infrastructure and Application security vulnerabilities.
• Performs operating system hardening, by applying security updates, updates Local Security Policies, and server and application SSL certificate installations/renewals.
• Performs System Registry edits to remediate system security vulnerabilities, etc.

Confidential

Journeyman Systems Administrator, Suitland, MD

Responsibilities:

• Monitors and troubleshoots network communication and availability.
• Performance of Windows 2003/2008R2 Servers upgrades/reimages.
• Performance of Confidential customized application upgrades, such as Serena PVCS Version Manager, Oracle Primavera P6, and customized COTS.
• Apply operating system and application updates, and configuration changes, using Lumension Patch Management Tool and Windows Server Update Services (WSUS).
• Remediated Windows 2003/2008 Servers and Application security vulnerabilities.
• Performs operating system hardening, by applying security updates, updates Local Security Policies, and server and application SSL certificate installations/renewals.
• Maintains Windows 2003/2008 Active Directory environment and also manages and configure Group Policy Objects (GPOs).
• Utilizes Administrative Tools for Server management and performance of maintenance to IIS.
• Manages application services, shared drive creation and management, and Event Viewer.
• Performs System Registry edits to remediate system security vulnerabilities, etc.
• Supports Configuration Management as built application diagrams for all environments (Beta, Development, Production, and Alpha) and maintain data archives.
• Support application setup and maintenance for complex applications such as Primavera and IBM Cognos as well as HP Quality Center.
• Addressed Severity Tier 1, 2 & 3 incidents and reported issues by determining resolutions by use of IBM Remedy Ticketing system and Serena Business Manager (SBM), used to monitor work flow processing for projects such as system setups, application migrations, enterprise systems patching and server/systems decommissions.
• Troubleshoots NetBackup job failures on Systems
• Installed, administered and maintained Windows 2003/2008 on virtual platform using Egenera Frame
• Performance of SQL Server 2005/2008 support and maintenance
• Administered IIS Servers on Windows 2008 Servers on VMWare v5 virtual platform
• Managed Storage SAN Technologies using HP Storage Works
• Utilized Citrix systems to securely access Virtual Systems within firewall
• Supported Ethernet, tcp/ip, udp, dns, media converters, network cabling, web services and remote access (VPN technologies
• Restored data using Netbackup

Confidential

Senior Performance Test Engineer, Woodlawn, MD

Responsibilities:

• Monitor the accessibility of scripted applications and transactions.
• Analyze diagnostic system for client, network and server data for problem determination.
• Analyze baseline data to access changes in the environment.
• Use the Vantage View Console to determine overall status of the DMA Health Robotics Process and resolve issues, as they are uncovered.
• Work closely with DOCPM, DDS sites, DMA sites, Office of Appellate Operations (OAO) sites, and OTSO’s Helpdesk to aid in resolving alerts as necessary.
• Configure the monitoring tools, dashboard screens, reports and alerts based on site code, region, site name, legacy system used, and or criteria deemed necessary by SSA.
• Monitor transactions and respond to alerts based on response time and availability thresholds determined for each transaction.
• Supported Ethernet, tcp/ip, udp, dns, media converters, network cabling, web services and remote access (VPN technologies
• Performance of windows server administration and maintenance to VM systems on VMWare Infrastructure running 2003/2008 Windows Servers

Confidential

Systems Analyst Engineer/Asset Manager, Largo, MD

Responsibilities:

• Served as System Analyst and Asset Management Lead, relegating assignments and performing problem resolution.
• Support software design, development, test, and implementation of the Asset Management Application.
• In conjunction with the program engineering team, operate and maintain the systems and environments.
• Manage the development of system/software requirements.
• Performs system reliability/availability/serviceability audits.
• Recommend and implement enhancements to the processes and procedures consistent with the customer and FDCA Program requirements while maintaining Title 13 security standards.
• Perform website maintenance to Asset Management Import web interface by resolving load balancing issues and troubleshooting software and/or database related issues.
• Provide Tier 2 and 3 support to FDCA customers,, by reviewing, analyzing, and responding to Remedy tickets in a timely manner to maintain acceptable levels of performance, while achieving successful outcomes in handling difficult situations with customers and system issues. Created, wrote, and published Standard Operating Procedures and Guidelines for Levels 1 & 2 Technicians, and other Resolver Groups to use as troubleshooting guidelines.
• Customize application to customer needs, resolution of account and connectivity related issues, and reconciliation of data.
• Utilized Altiris Deployment Tool to package and deploy sanitization utility to over 50,000 workstations nationally to roughly 500 sites.
• Assisted with applying Cumulative Security Patches to CA UAPM and CA Service Desk to resolve application deficiency issues.
• Provide high level support and training to internal and external customers to assist with understanding the application and its functionality.
• Ensure compliance with system security standards through monitoring and maintaining user accounts, access and user activity. Create and maintain daily over 3000 user accounts.
• Provide validation support to all activities throughout the System Development Lifecycle (SDLC) phases. Support the validation process by developing, documenting and executing manual testing procedures using test tools.
• Analyze problems and contribute to recommendations and solutions to problems throughout all phases of the SDLC.
• Work closely with Deployment Team, Desktop Support Team and Development Team to ensure seamless deployment activities were completed before schedule.
• Perform data integrity validation by reconciling inventories Confidential national sites match data in UAPM. Effectively manage asset disposal actions.
• Participates and contributes in meetings with Bureau of Census FDCA client and Harris Corporation related to environment processes, system and break/fix maintenance.
• Generate weekly and monthly ad hoc reports and metrics for management team.
• Ensure design documentation is comprehensive and complete, to include lifecycle models, by regularly updating/maintaining system/environment documents with any and all approved changes. Also provide up-to-date documentation for client on SharePoint server sites.
• Support multiple tasks with changing priorities daily by tracking and following through on projects from start to completion.
• Serves as the on-sight PointSec Administrator by installing and maintaining Check Point PointSec encryption software on all laptops used on the FDCA Program. Also solve authentication issues for users.
• Managing customer relationship through effective verbal and written communication.
• Managed and administered Windows 2008 Servers on VMWare v4 virtual platform
• Supported Ethernet, tcp/ip, udp, dns, media converters, network cabling, web services and remote access (VPN technologies

Confidential

IT Technical Coordinator/Market Asset Manager, Washington, DC

Responsibilities:

• Managed multiple projects to include help desk support, Disaster Recovery Planning Team activities, asset management process, and new hire orientation.
• Provided desk-side, phone and written IT user desktop support to customers by resolving desktop and laptop hardware and software related issues.
• Effectively analyzed and resolved OS issues, application issues, VPN issues, network connectivity issues, and telecom set-up, hardware related issues.
• Successfully assisted with management of migrating phones from PBX system to Cisco VOIP system for the Washington, DC and McLean locations comprising of over 4,000 phones, including conference phones. Customized phone features using the Cisco Unified Communications Manager (Call Manager) system for role specific users. Provided day to day operations and maintenance support to Cisco VOIP system.
• Frequently reimaged laptops/desktops. Also performed de-encryption process, utilizing Safeguard Easy, to recover all data to migrate to reimaged hard drive.
• Served on Confidential 's Disaster Recovery Team providing backup and recovery support. Frequently participated in the company-wide disaster recovery activities Confidential the IBM Disaster Recovery Center in Sterling Forest, NY.
• Provided SAN management support to all local backups, utilizing NETBackup, for Washington, DC location.
• Managed expectations of the customer and provided quality customer service. Provided “how to” training to customers to ensure proper understanding of end user applications.
• To improve support functions, created a Community of Practice database to share best practices and resources to effectively troubleshoot and resolve technical issues.
• Frequently updated all SOPs (standard operating procedures) to ensure the most current procedures are being followed by all technical staff of the Washington, DC Metro area.
• As the Market Asset Manager, updated all assets information in asset management database system Valuewise. Managed assets such as desktops, laptops, printers, fax machines, and other computer hardware. Responsible for closely monitoring and ensuring other asset managers (AM) complied with all asset management processes and procedures, and trained AMs on new process improvements.
• As the New Hire Coordinator, responsible for orienting new hires to the Confidential environment and provided them with hardware and administrative tools to perform their required tasks.
• Supported Ethernet, tcp/ip, udp, dns, media converters, network cabling, web services and remote access (VPN technologies
• Supported PBX phone system convergences to Cisco VoIP phone infrastructure and used Cisco CallManager to manage phone features and permissions

Confidential

Monitor & Response Associate, Tampa, FL

Responsibilities:

• Ensured all incremental, differential and full backups completed without errors. Used Centralized Management Administration features to modify, control backup and restore jobs and media devices; troubleshoot activity logs, alerts, and catalogs Confidential all jobs located locally and remote locations.
• Used Enterprise Management tools to monitor all NOC servers and network devices, including BMC Patrol, HP OpenView, Maestro Tivoli, BMC IP Monitor and ECC (EMC Control Center).
• Loaded and unloaded backup media such as DLT, SDLT, tape cartridges, etc. in network server racks utilizing tape libraries and Storage Tech Silo bin.
• Coordinated all off site data/media back-up storage with Iron Mountain to ensure data security.
• Resolved issues related to rack mounted servers for Compaq Proliant, Dell PowerEdge, HP 9000, IBM Netfinity, and Sun Microsystems.
• Managed and recovered database management systems (Lotus Notes, Oracle, SQL Server), and administered operations systems UNIX, Sun Solaris, Linux and Microsoft Operating Systems
• Worked closely with international offices to maintain network connectivity and application support. Adhered to US IT Standard Operation Procedures Database to escalate all 2nd and 3rd level technical issues to resolver groups, Platform Services, Network Team, Database Team, EMC Support Group, various application support teams, and international offices
• Monitored IT infrastructure devices, access points and switches to ensure 24/7 availability of network.
• Monitored data center cooling equipment and KVM systems managed by 3rd party vendor and escalated alerts to appropriate vendors.
• Served as the team lead on my shift including providing direction to other employees on how to effectively and adequately perform required activities. Also, trained all new hires and served as the go to Tech for highly technical related issues.
• Adhered to change management and configuration management alerts according to the standard operating procedures to monitor scheduled system/network outages due to maintenance.
• Used Remedy for creating and resolving trouble tickets and would route to appropriate resolver group.
• Adapted to a rapidly changing environment.
• Supported Ethernet, tcp/ip, udp, dns, media converters, network cabling, web services and remote access (VPN technologies

Confidential

National Support Consultant - Help Desk Support, Tampa, FL

Responsibilities:

• Configured, installed, and maintained Windows NT/W95/W98/W2000/WXP on workstations, laptops, and installed network printers.
• Provided migration assistance to primary domain from local servers.
• Maintained user accounts, policies and security issues using Active Directory and domain structure within the organizational units. Monitored and utilized DNS integration, LDAP, Global Catalogs, and Enterprise Features to create shared resources and configure access rights.
• Provisioned customer Wide Area Networks and Data CPE equipment. Assisted with planning and implementation of networks upgrades, TCP/IP troubleshooting, and maintenance.
• Cabled LAN and WAN networks, hubs, bridges, repeaters and other transmission media.
• Provided support for integrated Web technologies, installation, deployment, and migration to Win2000/WinXP/WinNT along with interoperability with UNIX and Netware. Provided certificate Management, file encryption and VPN support. Performed installation, and migration from Windows 98 to Win2000 while ensuring interoperability with UNIX and Netware, establishing user accounts, auditing resources, validating group policies and performed remote administration.
• Served as Team Lead by providing spot mentoring and training to newly hired Help Desk Technicians.
• Worked on special projects such as installation and configuration of VOIP phones for FedEx office.
• Participated in Disaster Recovery activities and was available on-call as needed, 24/7.
• Supported (including testing) applications such as: Proxy Server and SQL Server, Symantec Anti-Virus, Norton Anti-virus, Microsoft Office Suite 2000/2003 (Word, Excel, PowerPoint, Access, Publisher, etc.), MS Visio, MS Project 98, MS Outlook, Word Perfect, Lotus 123 and Lotus Notes Applications, HTML, Internet Explorer, Netscape, Netscape Messenger on IMAP server, Netscape Communicator, Peoplesoft (FS), Attachmate myEXTRA Enterprises, TN3270 Sessions, ADOBE Acrobat Reader, IBM Telnet, Rumba, WinZip, Confidential & Confidential FIPL (VPN), Nortel Networks (VPN), PAL, Unified Remote Control, VPN - Cisco and SecuRemote, Ventaso Customer Support Tool, SAM Remote & Sync, Roxio Easy CD Creator, Reflections for IBM, McAfee VirusScan, Focus Supply Chain, FIPL/PAL-UUNet, CMIS Web, Rockwell Convergence, InfoMan, TSCDB, AAIS, ACG Web Billing, Internet Explorer (all versions), Ariba Enterprises, AS400, etc.
• Supported hardware devices to include, but not limited to: Various Modems, Printers (Laser, Inkjet & DeskJet), Confidential & Confidential X-Terminal, Servers, Workstations, Bridges, Routers, Switches, Hubs, Confidential Wireless Aircard, Spring Wireless Aircard, Laptops, etc.
• Supported Ethernet, tcp/ip, udp, dns, media converters, network cabling, web services and remote access (VPN technologies)
• Provided support to Microsoft Exchange email services

Confidential

Administrative Support, Tampa, FL

Responsibilities:

• Created an Access database to house all information for the Confidential. Maintained current biographic information of all donor prospects in the Access database, Banner and Web Focus. Worked closely with Confidential office.
• Conducted leadership review and coding of donor prospects and leadership mailing codes in Banner,, resolving specific donor inquiries;
• Worked with MS Outlook, MS Office Suite 2000: Word, Excel, Desktop Publisher, and Access. Also worked with Banner and Web Focus.
• Interviewed, hired and supervised all Federal work study student assistants for the Confidential Foundation Offices.
• Maintained personnel files while maintaining confidentiality.
• Coordinated survey mailings and compiled results; and, assisted with gathering information for professional presentations by Associate Vice President of Confidential Foundation. Completed weekly distribution of donation reports to minternal audiences as defined by AVP.
• Coordinated travel arrangements for guest speakers with the Department of Surgery Residents, oncology students, and Department of Oncology Cancer MDs, and PhDs. Completed massive mailings, took minutes Confidential meetings, and corresponded with campus VIPs and leadership staff.
• Created and maintained the accuracy and completeness of official records; minutes; Resolutions; Articles of Incorporation; and, The Bylaws of Confidential Foundation Board of Trustees. Created and compiled all meeting materials/packets used for Historical Confidential Foundation Board meeting.
• Coordinated all fundraising efforts for all development and fundraising meetings ensuring appropriate contacts, documentation and follow-through were conducted.