TECHNICAL SKILLS:

Experienced in the use of Active Directory (AD), Microsoft Exchange Server 2007, Windows Server 2008 R2, BlackBerry Enterprise Server (BES), VMware vSphere, VMware Horizon ViewClient, BMC Remedy ITSM Service Management Suite, Windows XP, Windows 7, Mac OSX, Bomgar, Microsoft Office 2007/2010/2013 , MS PowerShell, Teradici Management Console, Zero clients, Nessus, Wireshark, Profile Unity, System Center Configuration Manager

PROFESSIONAL EXPERIENCE:

Confidential

Desktop System Engineer

Responsibilities:

• Responsible for managing and maintaining end - user computer environments including troubleshooting and end user training as a viable member of the Principal Officer’s Executive Management Support (POEMS) team for the Executive Secretariat in the Bureau of Information Resource Management at the U.S Department of State.
• Supported hardware/software evaluation, both physical and virtual technologies, and capacity planning.
• Interfaced with multiple levels of users, management, and technical staff.
• Provided a high level of customer service support for office automation applications, PCs and laptops, and printers, including after hour support.
• Served as a user liaison covering computer system end-user operations, including but not limited to system sign-on, use of the menu and help systems, Microsoft Office programs, and telecommunications.
• Troubleshot user profiles and virtual application entitlement using through Profile Unity
• Resolved desktop errors and provide support and maintenance for the end-user desktop experience including hardware and software.
• Managed zero client, updated firmware, and applied profiles through the use of the Teradici Management Console
• Maintained accurate reports of system malfunctions and referred issues to more senior subject matter experts when problems occurred which were beyond my proficiency.
• Knowledgeable in all aspects of desktop administration; desktops, laptops, monitors and printers.
• Provided ad hoc equipment and software tutorials; provided technical support, training and assistance on computer hardware and software applications.
• Possessed a comprehensive understanding of the customer’s desktop environment and provided technical guidance

Confidential, Washington, DC

System Engineer

Responsibilities:

• Supported a Virtual Desktop Infrastructure in a VMware vSphere environment
• Created and deployed virtual machines and servers.
• Monitored trouble ticket queue using Remedy ITSM Service Management suite and provide excellent customer service to customers.
• Managed inventory of end-user devices including workstations, zero clients, monitors, and printers.
• Provided system monitoring and proactive maintenance of customer systems using What’s Up Gold.
• Demonstrated fluency with Windows Active Directory User and Computer Management and Microsoft Exchange 2007 management and administration.
• Provided, managed, and deployed patches for workstations and server applications using WSUS and SCCM.
• Imaged workstations and servers using Microsoft Deployment Toolkit.

Confidential, Quantico, VA

System Administrator

Responsibilities:

• Installed/rebuilt servers and configured hardware, peripherals, services, settings, directories, and storage in accordance with standards and project/operational requirements.
• Developed and maintained installation and configuration procedures.
• Contributed to and maintained system standards.
• Performed daily system monitoring, verified the integrity and availability of all hardware, server resources, systems and key processes, reviewed system and application logs, and verified completion of scheduled jobs such as backups.
• Performed daily backup operations, ensuring all required file system and system data were successfully backed up to the appropriate media, recovery tapes or disks are created, and media was recycled and sent off site as necessary.
• Created, changed, and deleted user accounts per request.
• Provided Tier 1 and Tier 2 support per request from various users.
• Repaired and recovered from hardware and software failures.
• Applied operating system patches and upgrades on a regular basis and upgraded administrative tools and utilities.
• Performed periodic performance reporting to support capacity planning.
• Performed ongoing performance tuning, hardware upgrades, and resource optimization as required.

Confidential, Reston, VA

System Administrator

Responsibilities:

• Served as the initial point of contact for troubleshooting and customer education for all IT-related requests and incidents to include: hardware/software, disabling accounts, unlocking accounts, creating user profiles, resetting passwords, resolving printer problems, network connectivity related issues, and more.
• Interfaced with customers daily and provided answers by identifying problems, researching answers and guiding the customer through corrective steps.
• Created and managed user accounts, mailboxes, distribution lists, and security groups using Active Directory and MS Exchange 2007.
• Managed group policy objects through the use of group policy management editor
• Installed, configured, and maintained desktop PCs and laptops running Windows XP and Windows 7 in an enterprise-level IT infrastructure.
• Deployed and maintained life-cycle IT services to meet DISA requirements supporting over 2,000 users across 3 security domains: NIPRnet, SIPRnet, and JWICS network.
• Ensured compliance with Information Assurance (IA) and Computer Network Defense ( Confidential ) policies and assisted with the organization’s Defense Information Systems Agency (DISA) Command Cyber Readiness Inspections (CCRI
• Enhanced the organization’s cyber security posture through the implementation and remediation of Security Technical Implementation Guides ( Confidential ) for the Windows 7 OS, Microsoft Internet Explorer web browser, and various other software applications in the enterprise.
• Utilized SCCM for software and OS image deployment and third party software updates.
• Installed Windows updates, service packs and hotfixes through the use of WSUS.
• Performed hardware & software repairs, upgrades, and modifications as required
• Created and managed user accounts, mailboxes and security permissions in Active Directory via a VMware environment using VMware vSphere and VMware Horizon View Client.
• Administered BlackBerry devices; added, removed, and disabled accounts on BlackBerry Enterprise Server as required
• Upgraded BlackBerry device software and applied DISA Confidential .
• Managed, maintained and troubleshot network file and print services; providing users with sustainable and reliable resources.
• Provided technical support for PKI to include certificate issuance, certification revocation, PIV activation and other ID management initiatives.
• Employed the ITIL framework at a foundational level when conducting continual process improvement to deliver operational efficiency and expertise to the client.
• Cultivated an environment of collaboration among technicians and engineers to enhance the knowledge, skills and abilities of all team members.
• Contributed to a knowledge library used educate technicians and customers.
• Trained new technicians on standard operating procedures.

Confidential, Fort Belvoir, VA

Customer Support Analyst

Responsibilities:

• Coordinated technical support for the Intelligence and Security Command, G-6 Trojan units deployed worldwide.
• Opened and tracked new work orders within BMC Remedy for units connecting to the NIPRnet, SIPRnet and JWICS network for the first time, requesting new IP addresses, and provisioning new Trojan equipment.
• Prepared, disseminated, and briefed the Trojan Daily Operations Brief, Outage Summary, and Deployed Terminal Report to VIPs at the Confidential G6 office.
• Populated the Trojan BMC Remedy Database with Terminal Site Identification Numbers, Terminal Records, Terminal Resources, Voice Over IP (VOIP) phone listings, and Circuit information.
• Tracked and coordinated unit Information Assurance accreditation status in conjunction with the Trojan Management Office and Trojan G6 Information Assurance Team in order to better manage unit circuit activation requests and improve system security within the Trojan program.
• Managed and assigned IP addresses on the NIPRnet, SIPRnet and JWICS network for current and new Trojan units.
• Monitored and reported total network bandwidth usage on Trojan Units as directed by Confidential Trojan G6, using the What’s Up Gold program network monitoring software suite.

Confidential

Systems Supervisor/Technician

Responsibilities:

• Trained new employees, Soldiers, and supervisors on satellite communication operations, theory, maintenance, and programming which created strong, knowledgeable, and professional teams with a 99% Trend Analysis for Mission success.
• Implemented the daily operations, training, and maintenance of three Medium Satellite Earth Terminals, four Spread Spectrum Multiple Access Electronic Counter-Counter Measures systems, two MILSTAR Command Post terminals, three DSCS Frequency Division Multiple Access Control Subsystems, one MIDAS system, two Single Channel Transponder Injection Subsystems, and associated Test Measurement and Diagnostic Equipment.
• Built and configured associated equipment and assisted in extensive troubleshooting of satellite communications and data links over the Integrated Digital Network Exchange, Digital Telephone Switch Multiplexer Unit and the Integrated Tactical Strategic Data Network via CISCO 7000 and 7500 routers.
• Provided essential satellite communications in support of the Office of the President of the United States, White House Communications Agency, National Airborne Operations Center, Secretary of Defense, Department of Defense, Joint Chiefs of Staff, Unified Combatant Commanders, Intelligence Community, and multiple Federal Agencies through a Global Information Grid facility.
• Reported operation and maintenance status to the command group and higher command headquarters using tools such as BMC Remedy via SIPRnet.
• Authored technical writing to include Satellite Equipment Reports, Detailed Outage Reports, and After Action Reviews in an effort to provide the command group a snapshot of the mission capabilities on site.
• Conducted site surveys to fulfill requirements needed to support newly installed circuits and satellite trunks as requested by Telecommunication Service Requests and Telecommunications Service Orders.
• Operated and supervised two Block 2 Quad-Band Satellite Terminals on all tactical operations, and performed maintenance for a multitude of equipment to include Up-converters, Down-converters, High Power Amplifiers, High Voltage Power Supplies, Satellite Modems, Enhanced Tactical Satellite Signal Processors, and a variety of essential equipment associated with tactical satellite systems.
• Supervised the operations and multi-phase testing of Satellite terminal during a Battalion level, week-long satellite validation and testing of the multi-band capabilities of the Wideband Gapfiller Satellite in support of the Wideband Global Confidential system.