SUMMARY:

• Solutions and results driven Senior IT Support professional with 10 years of accomplishment optimizing performance, advancing technical platforms, strengthening network security, and resolving complex technical issues for small to large scale government operations.
• Possess exceptional organization and management skills with proven ability to effectively manage high work volumes, prioritizing tasks, and resolve escalated issues in a fast paced environment.
• Noted as an enthusiastic and interactive team member who takes initiative to research and maintain current industry knowledge, assist colleagues with controlling heavy workloads, and implement process improvements without sacrificing productivity, performance, or customer experience.

TECHNICAL SKILLS:

Operating Systems, Software, Hardware: Windows OS (XP /Vista/ 7), MAC OS, New Relic, SharePoint, Gomez Robots, Splunk, SSL VPN, Citrix, Blackberry Support, PMS, Smartphone and PDA support, LAN/WAN Networking, Active Directory, SCCM, Remedy, Clarify, Opera, Avaya, Footprints, CALT, Now, Heat, Microsoft Office Suite (Word, Excel, PowerPoint, Access, Outlook), WinZip, PK Ware Zip utility, Adobe Reader, Cisco VPN client, Internet Explorer, Firefox, Sprint & Verizon air card software, WebEx, Norton Ghost, Symantec AV

PROFESSIONAL EXPERIENCE:

Systems Administrator

Confidential,Springfield,VA

• I'm currently responsible for installing, configuring, and maintaining Windows, Linux, and ESXi operating systems and NetApp SAN. I manage and maintain all aspects of robust VMware and AWS architectures.
• Being familiar with EC2, EBS, ELBs, and S3, I monitor and tune systems to achieve optimum levels of performance.
• I perform software installations and upgrades, and maintain each in accordance with established policies, procedures, and service level agreements. I also resolve a wide range of complex system failures, troubleshoot, software, hardware, and network problems, and address Service Center incident tickets.
• Performing server and database backups, and recoveries. Maintaining user accounts and ACLs on network file systems. Ensuring data recoverability by maintaining a schedule of system backups, snapshots, and database archive log operations.
• Achieve optimal performance and availability by assessing, implementing, and managing appropriate technical solutions. Conducting routine server audits to monitor compliance with established standards, policies, procedures, and configuration guidelines.

Desktop Engineer

Confidential,Arlington,VA

• Maintain secure and optimum usability of corporate mobile devices as system administrator of the Blackberry Enterprise Server responsible for creating user/administrative account, screen and flag risk activities, resolve technical issues, and manage IT/group policies for all Secretary of Defense Communications customers.
• Manage the functionality and efficiency of Audio/Visual systems supporting major conference events. And maintain the integrity and availability of systems.
• Configure and troubleshoot mobility settings for IPhone, IPad, Blackberry and MiFi.
• Investigate and resolve system, hardware and equipment issues as 24/7 Tier I and Tier II technical support for over 300 DOD senior officials and executive personnel.
• Reduce operational downtime and negative impact through proactive screening and escalation of priority technical issues for immediate response and resolution by multi - level technical support and troubleshooting team.
• Troubleshoot, repair and upgrade operations system, hardware and equipment including laptops, desktop workstations, NIC cards, memory, zip drives, hard drives, SCSI cards, CD ROMS, scanners, printers and modems.
• Protect and control sharing NIPR and SIPR network data as creator and access manager of user accounts, distribution lists, group policies, CRI’s, SIPR tokens, and organizational units through Active Directory and log in scripts.
• Monitor and optimize performance of NETMON, BESMON and RESMON networks.

Operations Systems Analyst

Confidential,Columbia,MD

• Supported operations with full scope of onsite and remote helpdesk technical support, incident recovery plans, network patching, alternative workflow solutions, technical documentation, and end user training.
• Optimized system performance by working directly with clients to evaluate system and application issues for development and implementation of system requirements.
• Drove seamless integration and compatibility on new technical platforms with existing system by strategic assessment and planning for organizational and human impacts of planned systems.
• Mitigated risk by proactive identification and alert of technical events that could compromise system and application ability to support required business operations and service capacity.
• Reduced operational downtime with continuous monitoring of network and system components to investigate and resolve deviations or established indicators of service, functions or hardware fail.

Desktop Support

Confidential, NW, D.C

• Operated as the primary contact for desktop end user technical support and system maintenance responsible for ensuring optimal workstation performance with installation, diagnosis, maintenance, and upgrade of all PC hardware and equipment.
• Expanded support availability with provision of in person, phone, and email customer support options for timely assessment and resolution of technical issues.
• Prepared operations for future expansion goals with research and development of long-term procurement, technical requirements, integration and capacity planning strategies in adherence to budget and timeline goals.