Network Tech Shift Lead Resume

CHRONOLOGICAL/RELEVANT WORK HISTORY:

Network Tech Shift Lead

Confidential

Responsibilities:

Triage and troubleshoot router, switch ( Confidential and Juniper), WAN Optimizer and network connectivity issues for the enterprise
Manage the Remedy ticket queue and assign daily tasks to Tier I Network Operation Center (NOC) Network Analysts, ensuring KPI’s are being met
Effectively communicate with customers and sub - contractors to facilitate agreement on acceptable solutions. Responsible for maintaining strong relationships with internal and external customers associated with the NOC.
Accept escalated tickets and/or escalated issues from Government Watch Officers or respective work groups.
Prepare daily reports of KPI statistics
Manage NOC Tier 1 daily staffing

End User Computing Specialist

Confidential

Responsibilities:

Create and manage Active Directory (AD) accounts, answer and troubleshot service calls. Image, configure and setup PC/Laptop systems.
Deskside troubleshooting of MS XP and Win 7 operating system, PCs and laptops, MS Office 2007 and MS Office 2010 suite of programs plus MS Project, MS Visio, Adobe standard and professional.
Use Kasea Systems Management Appliance software to manage service desk trouble tickets.
Applied a broad knowledge of technical concepts, practices and procedures.

Desktop Support Technician

Confidential

Responsibilities:

Created and managed Active Directory (AD) and MS Exchange (MS Exchange Management Console) accounts, along with the use and troubleshooting of the SOPHOS Enterprise AV application (Enterprise Console), answered and troubleshot service calls, created and managed iPhone and Droid email accounts using the Mobility as a Service (MaaS) Mobile Device Management system.
Imaged, configured and setup PC/Laptop systems. Desk side troubleshooting of MS XP and Win 7 operating system, PCs and laptops, MS Office 2007 and MS Office 2010 suite of programs plus MS Project, MS Visio, MS LYNC, Adobe standard and professional.
Used KBox Systems Management Appliance software to manage service desk trouble tickets.
Applied a broad knowledge of technical concepts, practices and procedures.

LAN/Network Administrator

Confidential

Responsibilities:

Managed and troubleshot the organizations 2 Dell and 8 Confidential switches, the FIREBOX firewall, MS Exchange server and Windows Server Update Services (WSUS).
Provided first line, tier 1 and 2 support for Windows 2000 Professional/Advanced Server, local Active Directory administration with Domain and organizational Unit management, DNS and Confidential maintenance, TCP/IP configuration, account setup and management, hardware troubleshooting and maintenance, application installation, configuration and troubleshooting, customer support/help desk support, Network/LAN troubleshooting and maintenance, MS Outlook troubleshooting and maintenance, computer software and hardware upgrading.
Performed Server/Db backups
Provided MAXIMO system maintenance.
Proofread and created International Standards Organization (ISO) work instruction processes; verified the processes for user operability.
Created and continually updated disaster recovery, Continuity of Operations Plan (COOP), contingency, and infrastructure plans.
Implemented the organizations Information System Security Operations program and acted as the Information System Security Officer (ISSO) for systems Certification and Accreditation.

Security Specialist

Confidential

Responsibilities:

Assistant LAN Manager

Confidential

Responsibilities:

Managed, setup and configured Windows NT 4.0, Windows 2000 and XP pro, plus Windows 2000 Professional/Advanced Server
Exchange server maintenance, secure server maintenance, server backups, domain setup and management, DNS server, BDC and Confidential maintenance, TCP/IP configuration, account setup and management, hardware troubleshooting and maintenance, application installation, configuration and troubleshooting, customer support/help desk support, Network/LAN troubleshooting and maintenance, MS Outlook troubleshooting and maintenance, computer software and hardware upgrading.

Operations Specialist

Confidential

Responsibilities:

Oversaw and managed the secure LAN (SLAN) system
As Directorate Web Master, upgraded the directorates’ web pages.
Implemented the organizations Operations Security ( Confidential ) program and monthly briefs as the organizations first Operations Security Officer
As an original member of the organizations emergency/disaster recovery planning team, a post 9-11 emergency action and disaster recovery plan was created and implemented.
Provided logistical support and analysis for daily operations, policy, training, and near-term and mid-term planning in support of the Confidential 's mission of creating a more stable security environment among the nations of North America, Europe and Eurasia.
Assessed operational requirements and developed policies, programs, and initiatives.