SUMMARY:

• I enjoy working with the various aspects of technology and the areas that go along with it. I intend to continue learning and growing with the industry as it changes.
• Government Secret Level Security Clearance
• 16 Years within the IT Industry
• Excellent troubleshooting, customer service, communication, and teamwork skills as well as attention to detail
• Ability to maintain an excellent relationship with customers while keeping a professional atmosphere and presence
• Prioritization of various tasks according to their importance
• Experience working in a fast paced environment with either a single customer or many individuals at the same time
• Proficiency with many different software and hardware configurations

WORK EXPERIENCE:

Confidential, Chesapeake, VA

Applications Engineer

Responsibilities:

• Installation, troubleshooting, and maintenance of Confidential financial applications including Oracle E - Business Suite, Oracle Weblogic, Oracle Business Intelligence, Sunflower, CIMS/Prism, Fiserv Frontier, Sharepoint, Informatica Archiver, etc. in both Linux and Server 2003/2008 environments
• Management of both RHEL 4/5/6 and Server 2003/2008 application servers
• Script creation and editing to perform various functions
• F5 BigIP appliance management
• Review, coordination, and implementation of IA Retina, Nessus, and IAVM vulnerability notices
• Creation and coordination of POAMs, RAMs or Waivers when vulnerabilities are identified and cannot be remediated
• Development of project plans for software installation and patching in accordance with Configuration Management
• Lead Application Engineer for Cyber Command Readiness Inspection and DISA STIGs application project as well as Web PKI Implementation for Confidential applications
• Serving as a subject matter expert on specific applications and projects, such as CIMS, Confidential TFDW Oracle Business Intelligence, TSAPAY Discoverer, and DISA STIG Implementation for the Confidential Applications Team
• Development and review of documentation, including SOP’s, guides, and reports

Confidential, Chesapeake, VA

Application Support Technician

Responsibilities:

• Provide Core Accounting System (CAS) suite support to the Confidential, Confidential, and Confidential agencies to resolve accounting conflicts via phone, email, and Track-It ticket assignment
• Troubleshoot Citrix connectivity to the CAS Suite
• Verify/Approve/Implement user requests for various roles/duties within the CAS suite
• Run and modify scripts to validate accounting and user account issues against various databases using Toad for Oracle
• Assist with testing and transition to new ticketing system CGFIXIT based off of Remedy

Confidential, Chesapeake, VA

Senior Network Support Analyst

Responsibilities:

• Installation of approved software packages
• Manage active directory user's, computers, and groups for Confidential command
• Documentation and testing of images for compatibility
• SME for various pieces of software and hardware
• Monitoring and configuration of user privileges throughout Confidential file servers
• Coordination with Network Infrastructure team for various changes to the network
• Training of new ESD employees in Confidential specific software, hardware, and SOP’s
• Maintenance of technical documentation pertaining to the numerous financial software deployed at the Finance Center
• Implementation and reporting of Time Compliance Technical Orders(TCTO)
• Response to Cyber Security Alert Response notifications from the ISSO and IA team

Confidential, Chesapeake, VA

Systems Administrator

Responsibilities:

• Troubleshoot, repair, and provide instruction regarding Confidential command computers and peripherals
• Abide to daily watch schedule to handle incoming phone calls and emails for support, create tickets for incoming requests, and manage tickets assigned to helpdesk group for distribution
• Install various software packages as requested
• Manage active directory user's, computers, and groups for Confidential command
• Troubleshoot and maintain all HP laser and inkjet printers

Confidential, Virginia Beach, VA

Tier 1 Technical Support

Responsibilities:

• Provide technical support via incoming phone calls, chats, or emails for web hosting services.
• Troubleshoot email and its different functions as well as FTP connectivity via logs on Linux servers
• Assist customers with various web based software solutions for the web hosting services provided

Confidential, Norfolk, VA

Operations Analyst

Responsibilities:

• Tier 3 support via Remedy ticket escalations for the Confidential enterprise network
• Creation and maintenance of Active Directory and Blackberry Enterprise Server accounts
• Performed file restoration up to 50GB for Confidential customers via Veritas NetBackup and NetApp web utility
• Microsoft Exchange mailbox recoveries
• Troubleshooting of web, proxy, print servers, Citrix, and email issues

Confidential, Chesapeake, VA

Technical Support Specialist

Responsibilities:

• Operated out of local call center answering customer inquiries via telephone and email
• Troubleshooting Toshiba and Lenovo laptops/tablets and their installed software, handhelds, and accessories issued to healthcare industry sales representatives
• Assistance with proprietary drug sample inventory and distribution software for healthcare industry
• Active Directory account maintenance
• SME for two of four clients learned while employed
• Entry of detailed notes into a Clarify ticket for each customer contact

Confidential, Chesapeake, VA

Tech Support

Responsibilities:

• Assisted customers from local call center with both basic as well as advanced web and email related troubleshooting around the country
• Remedy ticket creation and ICOMS AS/400 notes entered with each customer contact
• Diagnosis of internet connection issues related to modems, PC’s, NIC’s, routers, and other hardware
• Software troubleshooting regarding various browsers, Windows and Mac operating systems, antivirus and firewall clients
• Investigation into routing and peer partner issues for escalation to the TOC

Confidential, Norfolk, VA

Desktop Deployment Technician

Responsibilities:

• Backup and recovery of user’s data to/from the network
• Disposal and installation of the user’s new workstation
• Inventoried both old and new equipment installed

Confidential, Norfolk, VA

Technical Support Representative

Responsibilities:

• Assist customers with dialup, broadband, wireless, and co-location services offered
• Troubleshooting of Windows, Mac, and Linux based operating systems for connectivity issues
• Installation and diagnosis of hardware related to internet connectivity including wireless line of site systems to dialup product offerings
• Performed Jr. Network Engineer duties including daily backups and server maintenance

Confidential, Chesapeake, VA

Computer Technician

Responsibilities:

• Repair and maintenance of CPS computers and printers
• Installation of Windows 95 and 98 on all ElementarySchool level school workstations
• Assisted Network Engineers to update and maintain classrooms for Windows and Novell network solutions