SUMMARY:

• 18 Years of multilevel technical experience; administration, engineering and managing
• Demonstrated ability to lead, follow and enhance performance of teams
• Proven success in training both users and technicians Flexibility as a leader and colleague to communicate with all involved parties

PROFESSIONAL EXPERIENCE:

Confidential, Tampa, FL

Senior Program - Project Manager (Consultant)

• Working in tandem with multiple teams to drive the delivery of complex projects
• Coordinating with various teams to provide detailed scheduling, resource needs and financial requirements
• Maintaining a transparent workflow with regular reporting on current statuses, KPI’s and other metrics
• Regularly meet with user groups, management and executives to provide technical status updates
• Use alternative methodologies to provide innovative resolutions to challenging impediments
• Review current processes to provide best practice solutions to environmental obstacles
• Implement solutions that provide both better quality but advancements in technology
• Assessing environmental workflow bottlenecks and working to provide better high flow solutions
• Troubleshooting hardware, software and application issues and creating documentation for resolutions

Confidential, Rockville, MD

Technical Project Manager / Desktop Manager

• Managing incidents and requests in an environment of 800+ local and regional users
• Managing desktop technicians and application specialists providing time sensitive support
• SME & consultant supporting technicians for all of environment hardware and software
• Collaborate with multiple technical contracts to implement Cisco Unified Communications infrastructure
• Collaborate with PM’s and contracting officers for OPP-DIV building move, laptop upgrade, Cisco Jabber Implementation, deploy/configure Cisco Jabra headsets and connect/map all new devices on the network
• Collaborating with multiple contracts to implement the ManageEngine ServiceDesk Plus ticketing system
• Architected, engineered and implemented AirWatch Mobile Management Solution (MMS) in govt. environment with Apple devices
• Configure, implement, administer AirWatch and deploy/manage devices using AirWatch Mangt. Console
• Coordinate tasks with other support teams; desktop support, help desk, network, systems, etc.
• Synchronizing IMAC requests within the scope of the contract and with other onsite contracts
• Provide metrics for training/support requests and future project planning to CTO & CIO
• Working with trainers to prepare documentation for roll out of Windows7 & Microsoft Office 2010
• Act as point of contact for all vendor support, both requests from users and POC for vendors

Confidential, Washington, DC

Network Engineer

• Installed, configured and troubleshot various client software applications and hardware
• Responded to IMAC requests by users and facilitated any needs based on end of life requirements
• Start to finish desktop roll out; app documentation, app validation, image build, network/server upgrade, pilot, workstation replacement & return, user orientation
• Troubleshot network; routers, switches, firewalls, servers, etc.
• Worked as the point of contact for all vendors for the DC office
• Maintained organization documentation with updates of current data and input of new information
• Maintained and troubleshot in a virtualized desktop environment both in VMWare View and CitrixXenApp
• Used MMC to create and modify group policy in multiple organizations
• Maintained and troubleshot backups; SANs, Tapes, third party vendors(eVault, Barracuda)

Confidential, Arlington, VA

Remote Systems Engineer (Consultant)

• Diagnosed and resolved a wide array of advanced technological hardware and software issues
• Used Kaseya to remote into workstations and servers to perform troubleshooting and maintenance
• Performed installation, setup and maintenance of workstations, servers, firewalls and other network devices
• Coordinated all image-move-add-change requests and facilitated them as needed
• Created, provisioned and modified accounts using Office 365
• Used Exchange to create, move and modify mailboxes
• Monitored and maintained storage area network to ensure continued data availability
• Reviewed backup logs to ensure complete backup and troubleshoot any issues that may have occurred.
• Administered both standard and virtual environments for multiple supported companies
• Performed onsite regular maintenance and emergency calls when needed or scheduled

Confidential, Washington, DC

System Administrator (Consultant)

• Used Active Directory for administration, configuring and maintenance of accounts, email addresses, security groups and rights
• Made system changes to ensure timely update of firm data in all repositories, internal and external
• Administration of Exchange Public Folders using Outlook and Exchange System Monitor; including creating new folders and assigning rights
• Handled escalated tickets, track ticket updates and resolve tickets as promptly as possible
• Installed and configured RSA on mobile devices and configured RSA Authentication in the system
• Worked with network administrators to manage tasks, track ticket progress and monitor system/network issues

Confidential, Rockville, MD

Desktop Support Engineer / System Administrator

• Installed and serviced desktop computers, software, network devices and other peripherals as needed
• Administered across multiple applications; Active Directory, Google CloudMail, proprietary software, etc.
• Set up all access for new users and perform new hire orientation
• Worked with vendors to evaluate, purchase and repair software and hardware
• Provided phone, email and face to face support to all users at all on site and remote site locations
• Managed, maintained and updated servers to include test and implementation of software and hardware
• Implement, monitor and maintain internal backup software and external backups, i.e. Tape Servers or SAN
• Reviewed backup logs daily and in the event of errors identify the issue and implement resolutions
• Research and present options for maintenance, upgrades and new hardware and software for the company
• Created and implemented images on new and legacy systems using Windows XP & 7 operating systems

Confidential

System Administrator / Help Desk Analyst II (Consultant)

• Grant, deny, suspend and revoke access to CMS systems and/or data based on user or HDR responsibilities.
• Used LDAP to locate user account information and for account authentication
• Train and assists helpdesk staff in troubleshooting and issue resolution for network problems
• Responsible for the distribution of CMS file transmission updates to the Help Desk staff via email alerts.
• Receiving and resolving initial service requests if possible for network, file transfer and all supported tasks
• Use TSO to determine the successful file submission or the error in file submissions by users.
• Escalate ticket once information is gathered and phone consultation proves inadequate to resolve the issue