TECHNICAL SKILLS:

• PC's (Compaq
• Dell
• Gateway
• HP
• IBM)
• TCP/IP
• MS Windows XP
• 2000
• 2003
• 2007
• 2008 Internal/External Modems
• Internet Explorer
• MSOffice
• MS Outlook
• MS Exchange
• Clarify
• Remedy
• McAfee
• Serena Dimensions CM Web Client. CRM 9.1 Unix
• Linux9 management
• VPN
• CIC
• Blackberry
• RAS
• DRA SMS
• Active Directory
• Network Printing (from the work station or the server). Drive Mapping
• Citrix Enterprise Administrator 5.0
• HP Openview
• NET IQ
• NT Manage
• Classified/Unclassified Accounts. Applications used Ariba
• Asset Management
• Momentum Acquisition
• Motor Vehicle Survey and NetCool
• Oracle CRM 9.1
• Peoplesoft 9.1
• Terremark Enterprise Cloud
• Win 2008 R2
• FileNet: Application Engine/Console
• Content Engine
• Content Search Engine
• Process Engine
• Enterprise Mgr
• Utility
• Oracle RDBMS 11g
• SQL Server 2008
• ECM Help
• Active Directory
• DNS
• WebLogic 10.3.4
• Content Engine Admin Console
• Application Engine Admin Console
• OBIEE 11i
• Java 6 updates
• JRE patch updates and SCCM. CUCM 8.5+CUPM 8.6+ and UCCX
• CISCO
• (GPS) Global Provisioning System Application. Spectrum
• Secunia
• Omni plus
• Omni Pay
• API
• CODIS
• DeDIS
• Public Web
• TSP Web
• Reports
• Notices
• Statements
• Ad Hoc database
• API
• FRB
• Thriftline
• Lockbox
• AMI
• CFIS
• Rumba and SANDD.

PROFESSIONAL EXPERIENCE:

Confidential, Fair Oaks, VA

Network Security Analyst

Responsibilities:

• Provide first level of support for FRTIB (Federal Reserve Thriftline Investment Board)
• Application Support - issues related to functionality, performance and connectivity for applications supported in the Infrastructure, Ops and Maintenance contract. These include applications such as Omni plus, Omni Pay, API, CODIS, DeDIS, Public Web, TSP Web, Reports, Notices, Statements, Ad Hoc database, API, FRB, Thriftline, Lockbox, AMI, CFIS etc.
• Communications Support - Network problems, VPN issues, connecting to applications etc.
• Telephony Support - Telephony support to FRTIB Headquarters located Confidential 77K Street.
• Password Resets Support - For Active Directory, SANDD, Mainframe and TSP Applications.
• Responsible for taking calls, recording emails, monitoring NOC / SOC alerts and handling incidents or Service Requests, using the incident management on-call support for supported applications within the scope for the TSP SD and Standard Operating procedures.
• Responsible for managing and maintaining the documentation related to service desk processes, systems and tools.
• Create Tickets in SharePoint in order to record incidents
• Sets up, configures, and supports internal and/or external networks.
• Develop and maintain all systems, applications, security, and network configurations.
• Troubleshoots network performance issue.
• Create and maintain a disaster recovery plan.
• Recommend upgrades, patches, new applications and equipment.
• Provides technical support and guidance to users.
• Have knowledge of commonly-used concepts, practices, and procedures within a particular field.
• Relies on limited experience and judgment to plan and accomplish goals.
• Monitor EMC Control Center notices for SAN and storage related alerts.
• Monitor Century Link ISP and notifications for all network circuits.
• Monitor SAN alert notifications, such as Splitter down etc.
• Monitor Savantage (Oracle) Reports.
• Monitor FSA DOC 1 email notices
• Monitor File Scrape reports for RFS validations.
• Monitor FS ISAC notices for IP blacklisting listing and Cyber security threats.
• Create daily, weekly and monthly SharePoint ticketing reports.

Confidential, Oakton VA

Program Administrator

Responsibilities:

• Maintain and distribute internal Org. Chart and Contact List; Post to AO SharePoint site
• Assign and configure laptops, iPhones, RSA Security access and create user guides for each new hire
• Schedule all new hire fingerprinting appointments for FBI background checks
• Assign seats, desk phones for new hires; maintain the floor plans
• Set up all hotel reservations
• Maintain all distribution list in Outlook
• Create facility request; such as keys, repairs and/or installations
• Grant access to Shared drive and sites on AO SharePoint
• Maintain inventory of all Cell Phones and Laptops
• Prepare all UPS shipments
• Able to work in a high volume, fast pace work environment.
• Worked with a sense of urgency and I am able to multi-task.
• Excellent customer service skills.
• Responsible for creating RCA’s.
• Attend daily IPT PM, Daily IPT Broadcast and Cutover Conference calls.
• (GPS)Global Provisioning System to support Used by Confidential &T and affiliate Telco’s to provision and assign circuits, CPE, VIC, VWIC.
• Assigned to the routers, switches & Voice elements=Voice gateways.

Confidential

DAI-DLA Infrastructure Lead

Responsibilities:

• Attended Community of Practice meetings through DCO & conference calls on a daily basis.
• Held remote troubleshooting sessions Confidential implementing agency remote sites using DCO with webcam capabilities in order to assist in troubleshooting issues.
• Under the PMO HD Team, served as Tier III Technical Support for DOD Production customers.
• All communications were done either by a phone call or emailing of technical documentation.
• Infrastructure Team, duties includes the research of security bulletins associated with the(OBIEE 11i) Oracle E-Business suites, Java Updates and JRE as well as patch updates.
• Researched and ran test in Virtual environment for XP, Windows 7(32 bit) and Windows 7 (64 bit) from the client’s perspective to see if it would affect agency IT Depts.
• Also, researched new technologies associated with the Suite such as new versions of Java, & Internet Explorer, etc.
• Maintained a test lab environment in order to test these new technologies for DOD compatibility based on Agency IT specifications.
• Remotely connect to a DLA server, initialize the virtual environment that matches our customer’s images and test new technologies based on their requirements.
• Coordinated with Infrastructure Team for IA Updates.
• Developed Technical Documentation (DOD System Requirements, etc.).
• Communicated and Enforced SAAR Policy & Procedures.
• Supported and Coordinating the deploying Agency IT Compatibility Testing (for DLA Agency Infrastructure Implementation Services)
• Demonstrated experience in IT Infrastructure to support large customer communities in an accounting financial management environment.
• Expert in assisting customers with application question and troubleshooting techniques.
• Update tickets that were assigned to me from the Tier II Help Desk when necessary
• Demonstrated prior experience with Tier III Technical Support.
• Worked closely with network teams to resolve technical issues.
• As well as troubleshooting administration issues.

Confidential

Customer Support Analyst

Responsibilities:

• Tier II support for 2500+ DOD and Audit team in person or remotely.
• Diagnose and troubleshoot technical problems. Document using Foot Prints ticketing version 10.0.2 web version, assign and monitor the tickets issued in the queue. Updated notes, create and reassign tickets where needed. Checked backed with customers for quality assurance.
• Used Active Directory via Citrix to provide mobile support and security of Blackberries, Droids, I-Phones, Touch Pads and Tablets, issued and activated accounts, enabling and disabling features to users, and changing passwords.
• Travel to offsite locations to provide support for other DOD deployment sites.
• Upgraded users on Deployment from Ms Office 2003 to Ms office 2010
• Installed various software for users such as Adobe Pro, Tumbleweed,
• Responsible for re- imaging computers using Windows XP and Windows 7.
• Support and troubleshoot Microsoft Office Suite, Adobe Acrobat Pro\Reader, MS Project etc.,
• Use DameWare Mini remote version 7.5.6.1to support user in HQ and around the world.
• Provide desk side technical support for Confidential staff using Windows XP and Windows 7 OS and the supported Microsoft products for both operating systems.
• Primary lead for offsite deployments upgrading user to Windows 7, installing memory as needed and backing up and restoring user data after the upgrade.
• Used SCCM to push software to clients desktop.

Confidential

Tier I Application Support Specialist

Responsibilities:

• Update troubleshooting documentation based on resolutions
• Monitored FileNet Application such as Engine/Console, Content Engine, Content Search Engine, Process Engine, Enterprise Mgr, Utility, Oracle RDBMS 11g, SQL Server 2008, ECM Help, Active Directory, DNS.
• Monitored Web server and Middleware (WebLogic 10.3.4, Content Engine Admin Console, Application Engine Admin Console)
• Respond to automated alerts
• Perform basic change controls that are documented in the knowledge base

PeopleSoft Help Desk Support Analyst

Responsibilities:

• Processes client orders, prepares correspondence, and fulfill client needs to ensure client satisfaction. Provides technical support to end users on a variety of issues. Responds to telephone calls, email, and personnel requests for technical support. Document, track, and monitors the problem to ensure a timely resolution.
• Maintain Public Folders, Knowledgebase, FAQs, POC list, user lists, or other data collections related to Strayer representative responsibilities and job functionality.
• Create/modify/delete user accounts.
• Monitor and track Remedy tickets to ensure high quality client service. Prioritize Remedy tickets to maintain and optimize all available resources. Coordinate with team to ensure rapid response times and follow-up with clients. Ensure that all VIP calls are responded to immediately. Assists VIP’s with problems and special requests. Develop professional working relationship with client to better understand business needs.

Confidential

PeopleSoft Customer Support Analyst

Responsibilities:

• I provided excellent customer service by ensuring that Application Support services are delivered to meet customer business needs and expectations. This includes answering 80% or more calls in less than 1 minute and insuring a dropped call rate of less than 10%.Built credibility with the client by providing the highest level of customer service possible.
• Adhered to Application Support Policies and Procedures. Adhere to established Application support policies and procedures. Identified process improvement opportunities on the application support.
• Received Calls, Emails, and Faxes and Logging Tickets. Worked with Confidential users to collect information pertaining to requests/problems. Received calls, emails, and faxes and logs tickets into the Application Support ticketing system. Ensured proper documentation of problems, requests, and issues. Performed preliminary analysis of user requests/problems to determine category and priority. Documented all troubleshooting efforts on problem tickets.
• Ticket Follow - up. Monitored tickets escalated to supporting tiers on an ongoing basis to ensure that service levels are being met. Ensured proper documentation of requests/problems and all troubleshooting efforts on problem tickets resolved by supporting tiers. Shared ideas and solutions with team members and promotes teamwork in problem resolution.
• Resolved and Closed Tickets. Resolved tickets and closed tickets in UTT. Notified all users of issue resolution in a timely manner. Closed the loop with other functional and technical staff members who were working on the designated issue.
• 80% Availability. Logged in and focused on user s real time problem resolution. Maintained a readiness position Confidential least 80% of each work shift while logged into the telephone support desk queue. Logged in promptly Confidential designated work hours.
• ILMS Production Support. Worked with ILMS Prod Support and ILMS Functional experts to resolve any issues that cannot be resolved immediately.
• Team Responsibility. Submitted weekly status report on time. Submit bi-monthly Artes time reports and Confidential T-Docs on designated dates (usually 15th and the 31st) accurately and on time to CSD Manager. Handled other tasks as designated by team lead.
• Development of Personal Knowledge Base. Developed and maintained knowledge of Application Support procedures, business area processes, and applications. Work in non-production environments on a regular basis to increase their knowledge of applications. Developed and maintained an understanding of client Service Level Agreements. Seeks opportunities, such as working with functional experts, to improve knowledge, skills and performance and is receptive to developmental feedback.
• Applications supported are Ariba, Transportation, Distribution, Momentum Acquisition, Motor Vehicles Survey and Asset Management.

Confidential

Network Operations Controller

Responsibilities:

• Manages NCOs and Airmen; directs Headquarters Air Force Network Operations Center (NOC) shift. Direct network/computer support for 10,000 Confidential, deployed, and National Capital Region customers.
• Ensures resolution of trouble tickets requiring intensive customer support, sensitive handling, or affecting VIPs. Manages trouble ticket support of high-level organizations to include the Joint Staff, Secretary of the Air Force (SECAF), Staff of the Air Force, Office of the Secretary of Defense (OSD), and Air Force Operations Group (AFOG) Monitors job queues, researches fix actions, and prepares time-sensitive reports on major network outages Provide continual updates to AF/IL, AFPCA/CC, and senior staff on mission impacts affecting VIP customers.
• Compile daily statistical reports of network and Help Desk performance data used by AFPCA/CC. Monitoring unclassified tools such as HP Open View, NT Manage and NIS Portal for network status and reporting NT Manage on the SIPRNET machine and e-mail traffic.
• Prepare and send the C4 System Status Report used to brief senior management on the status of HAF systems and customers.
• Prepare the Heads Up Display (HUD) and System Snapshot. Monitor VIP successful logon attempts using the Remote Access Service (RAS) and assist those that fail to logon by giving detail setup instructions.
• Utilize Enterprise Administrator to reset passwords, unlock, enable and disable accounts on both classified and unclassified systems Monitor operability of the CITRIX servers. Create Modify, disable and delete user accounts. Report the availability of HAFDASH1, Remedy and the Call Interaction Center (CIC).
• Perform Time Compliance Network Orders (TCNOs) using Systems Management Server (SMS) to remotely install security patches to guard against cyber-attacks and hackers. Handle Level I/II Help Desk Calls After duty hours.

Confidential

Deployment Support Specialist

Responsibilities:

• Manage and trained Dell Technician in their daily task. As a Deployment support Specialist I assisted in the coordination of a worldwide Naval and Marine Corp computer migration. That consisted of traveling to multiple sites throughout the United States supervising the configuration of Dell Desktops and Laptops along with peripherals associated with Windows 2000 operating systems. Analyzed and troubleshoot network issues. Update and improved configuration process instructions. Provide quality assurance checks and help desk services for end users. Maintained constant communications with Network Operation Centers domestically in order to monitor various stages of the Confidential project
• Continued assistance to the Primary Contractor in areas of devising and updating configuration process instructions, imaging systems, loading software, changing out hardware, IIS, HTTP, and Proxy ARP.
• Managed system and data inventory control as well as extensive use of media devices and software such as: Oracle, Novadigm, Iomega Ware, Active Directory, CD rewriters, DVD ROM recorders, Win 2K, Office 2000, Lotus Notes and Radia.

Confidential

Help Desk Analyst

Responsibilities:

• Perform software distribution tasks remotely using Tivoli Software Distribution module.
• Coordinate with Tier III and internal support personnel to resolve issues in a timely fashion.
• Install, configure and maintain TCP/IP protocols on a NT platform.
• Receive and documents all incoming tech calls, using the Remedy Tracking System.
• Performs problem diagnosis, analyzes data using Tivoli ERMS, provides workaround/solution when available.
• Responsible for providing technical support to staff and customers by testing software and hardware products, maintain software documentation, respond and follow-up on internal and external customer support on various software packages.
• Prioritize tasks and manages escalated incidents within a timely manner.

Confidential

Tier III Senior Support Engineer

Responsibilities:

• Implemented procedure and policies on problem ticket escalations between departments,
• Interacted with other departments within the company, as well as outside contractors on getting issues resolved.
• Used Remedy User application for creating problem tickets, logging, and for various reporting functions.