SUMMARY:

• As an experienced Team Leader with over 20 years of success in LAN/WAN network engineering, implementation, and support, with my top priority being network security. I have exceptional interpersonal communications, telecommunications, and team facilitation skills. I employ an unwavering work ethic with an insatiable desire to learn and continue to develop my professional skills.
• Software Distribution
• SCCM 2012, patching, remote reimage, BDP updates, monitoring
• Active Directory
• Group Policy administration
• Printer - creation and Group Policy for network access
• Windows Updates using SCCM 2007
• Group Policy management
• Perform software distribution to desktops using and laptops using SCCM 2007 & SCCM2012
• Deploy packages, collections, advertisements in SCCM and Active Directory group
• SCCM Individual hardware/software inventories Reports
• Solarwinds Network Monitor and Reporting
• Exchange, users, groups and contacts, creation
• Office 365 administration
• BES5 and BES10 Blackberry Server Administration for iPhones, iPads and blackberry
• Solarwinds - monitoring and reporting of network server infrastructure
• VM- monitoring and reporting
• Maintain the health of SCCM 2007 and SCCM 2012 environment; specifically, as it relates to content management and availability of Branch Distribution Points and clients.
• SCCM client monitoring and troubleshooting, SCCM reports and queries.
• Windows 7 migration collections perform pre-flight health checks and report readiness for all systems included in the collections.
• Oversight responsibility for desktop software requests, fulfillment and testing. Handle ad-hoc requests for deployments and updates through SCCM 2007 and SCCM 2012 such as desktop and Server Reimage, OS updates, corporate wide deployments and patching.
• Ability to handle meetings and written communication. Ability to create customized reports using SCCM 2007, SCCM 2012 and to create license compliance reports.
• Experience managing SCCM and understanding of the architecture and infrastructure in a widely dispersed SCCM installation with client technologies (Windows 7, Windows Server 2003 and Windows Server 2008, application deployment, etc.)
• Understanding of SCCM architecture, infrastructure, deployment, collections, advertisements, and client troubleshooting.
• Initiative and ability to follow through to a solution; ability to aggressively investigate a solution.
• SQL databases; particularly related to SSCCM and strong understanding of Windows 2003 Server & Windows 2008 Server, Active Directory and application integration, Windows XP to Windows 7, Software Update Deployment, Microsoft Windows 7/XP - Configuration and advanced troubleshooting, Configuration of computer/user objects and Group Policy.

PROFESSIONAL EXPERIENCE:

Confidential, Woodlawn, Maryland

Social Security Administrator

Responsibilities:

• Maintain the health of SCCM 2007 and SCCM 2012 environment; specifically, as it relates to content management and availability of Branch Distribution Points and clients. SCCM client monitoring and troubleshooting, SCCM reports and queries.
• Windows 7 migration collections perform pre-flight health checks and report readiness for all systems included in the collections.
• Oversight responsibility for desktop software requests, fulfillment and testing.
• Handle ad-hoc requests for deployments and updates through SCCM 2007 and SCCM 2012 such as desktop and Server Reimage, OS updates, corporate wide deployments and patching.
• Ability to handle meetings and written communication.
• Ability to create customized reports using SCCM 2007, SCCM 2012 and to create license compliance reports.
• Experience managing SCCM and understanding of the architecture and infrastructure in a widely dispersed SCCM installation with client technologies (Windows 7, Windows Server 2003 and Windows Server 2008, application deployment, etc.).
• Understanding of SCCM architecture, infrastructure, deployment, collections, advertisements, and client troubleshooting. Initiative and ability to follow through to a solution; ability to aggressively investigate a solution.
• Working Knowledge of the following: SSCCM and strong understanding of Windows 2003 Server & Windows 2008 Server, Active Directory and application integration, Windows XP to Windows 7, Software Update Deployment, Microsoft Windows 7/XP- Configuration and advanced troubleshooting, Microsoft Windows Server 2003/2008 - Configuration and advanced troubleshooting, Microsoft Active Directory 2008, Configuration of computer/user objects and Group Policy.

Confidential, Washington DC

Systems Administrator

Responsibilities:

• My Systems Administrator position is part of a front line team that provides Distributed Computing Environment support to the Confidential of the Confidential including support of workstations, hardware and software, LAN file, print, email and office applications and database servers; storage solutions and related computing platforms to include mobile computing requirements for travel support and remote access solutions.
• Deploy remotely and maintain remotely a physical and virtual network infrastructure consisting of Win7, Windows 2008 and 2003 servers.
• Support our client in resolving complex systems issues.
• Proactively identify, analyze, troubleshoot and diagnose issues on customer’s network via RDP, RA, VSphere or Virtual Terminal, with the goal of continuous improvement of service delivery.
• Maintain and troubleshoot Active Directory, Printer Servers configuration, Blackberry Administration, Remote reimage of Servers and computers Internationally.
• Exchange Administration to include Administration of Office 350 Web.
• Document issues and resolution for future reference in the Knowledge Base and provide excellent leadership to fellow team members.
• Remote reimage of computers and servers using SCCM 2012.

Confidential, VA

System Administrator

Responsibilities:

• I performed Software Distribution via SMS and SCCM, OS Security Patch Management CA IT Client Manager and performed Level 3 Support Network outage reporting.
• I validated patch/security updates and troubleshot client and infrastructure systems for possible causes of patch package installation failures.
• I also installed security updates and repaired SCCM clients to facilitate the installation of patches, monitor and maintain current Standard Operating Environment (SOE).
• I monitored Patch Score, Risk Score, Software and Hardware Inventory, system status from the SMS/SCCM infrastructure and administered SMS advertisements and SCCM software update deployments, querying of the SMS database and client patches logs.
• I also assisted with design of the Lab Environment and used VMware, test SCCM patching scenarios to be used in the SCCM production patching infrastructure.
• Configured switches for network access for classified systems as well as unclassified I performed incident troubleshooting, root cause analysis and support to, support personnel and determined solutions to mid-level network and systems problems and developed workarounds and fixes. . I also performed troubleshooting and determining resolutions of network equipment failures, link issues, network capacity and network related problems. I performed troubleshooting and determined resolution of server, desktop, mobile devices and systems related problems. I also provided escalated support to Level 1 for network and systems related issues. Additionally, I created knowledge base articles for workarounds and fixes and performed root cause analysis on reoccurring incident. I troubleshot and resolved networks and systems problems from root cause analysis on reoccurring incident and provided mid-level support experience with Cisco network switches and routers, firewalls and end user networking devices. I supported experience with servers, desktop, laptops, blackberries, printers, and CAC card sleds.

Confidential, VA

Systems Administrator

Responsibilities:

• I provided technical, operations and training support to users by telephone or on-site relative to desktop hardware and software packages.
• I performed hardware diagnostics and coordinated repairs and assisted in planning and designing personal computers support systems.
• I acted as liaison for data transfer systems designs and implementation.
• I also installed and tested personal computers, printers and peripherals; configured operating systems, shrink-wrap programs and application software programs.
• I developed reports and databases.
• I have excellent communication skills and am able to communicate technical information effectively to executives and their staff in non-technical manner.
• I also have a technical knowledge of operations and am able to provide ideas, feedback and support to executive audiences.
• I have a good understanding of current and legacy technologies, superb customer service skills, excellent knowledge of laptop connectivity (VPN, RAS, SRA and network protocols).
• Additionally, I have an excellent understanding of group policies and active directory and an understanding of how to troubleshoot PC and laptop issues.
• I have a working knowledge of Microsoft Office 2007 and am able to create trouble tickets on behalf of executives and their staff as required.
• I also have an excellent knowledge of printers, scanners and peripherals.

Confidential, Washington, DC

SMS Engineer

Responsibilities:

• As the SMS Engineer, I managed change across large network environments that were aligned with strategic goals and objectives.
• This enabled organizations to keep systems updated and secure, and provided the right software at the right time to the right user to include deployment to workstations.
• I also executed individual software distributions; individual hardware/software inventories; report requests; provide support for SMS server, infrastructure and SMS client related problems.
• I performed patch testing, deployment activities, and scheduling of deployments and managed the data and the server that provides the reports for determining the validity and vitality of the network infrastructure.
• I also tested and managed of applications for automated distribution and provided technical oversight and coordination to the configuration process for Off the shelf and Customized software package for installation and deployment of resources, to include Deploying antivirus definitions to workstations and servers.
• I performed risk mitigation tests to determine an impact analysis and provided technical and system design and development support, to include image management.
• I also provided security audits and vulnerability scans.
• I acted on reported incidents and take action to minimize damage, remove any hostile or unapproved software, and recommend changes to prevent future incidents.
• I also performed Intrusion Detection - prevent end-stations that lack antivirus, patches, or host intrusion prevention software from accessing the network and placing y computers at risk of cross-contamination of computer worms.

Confidential, Washington, DC

Technical Lead/Technical Support Analyst

Responsibilities:

• I managed daily projects and requests. With the use of Remedy, I prioritized support activities and focused on critical business services.
• I increased staff productivity and consistency by automating processes, policies, and tasks and eliminate recurring incidents through embedded problem and knowledge management processes, reduce IT support costs through self-service call-deflection.
• I also provided guidance and consultation to users on the appropriate IT Tools that would lead to users achieving mission.
• I am highly skilled in support escalation and problem management and was responsible for being the account lead / technical account Team Leader for tier III workstation and SMS infrastructure support, escalation to team member, lead conference calls with customers who require hand holding on sensitive support cases.
• I fulfilled onsite support requests for escalated issues and provided timely support and resolution for internal customer issues with the call issues.
• I also administered SMS for selected clients to achieve results, such as Remote Reboot, Remote Chat, File Transfer, Remote Execute, Remote Control, and client diagnostics.
• I served as point of contact for training team members on the use and benefits of SMS in a help desk environment and prioritized support activities and focus on critical business services.
• With the use of Remedy, I increased staff productivity and consistency by automating processes, policies, and tasks and eliminated recurring incidents through embedded problem and knowledge management processes, reduced IT support costs through self-service call-deflection.
• I provided guidance and consultation to users on the appropriate IT Tools that would lead to users achieving mission and was skilled in support escalation and problem management.
• I trouble tracked software Remedy and Heat respectively and resolved customer complaints; providing feedback on problematic trends and patterns in customer support requirements.
• I developed and maintained database problems and their resolutions and developed standard operating procedures to meet service level agreements within the agency.
• I provided advice and counsel to team members in determining the appropriate IT solution to resolve customer needs and complaints and focused
• My responsibilities to providing Tier 3 support to Tier 1 and 2 for network, PC, laptop hardware/software; LAN/WAN connectivity of peripheral devices.
• I analyzed and refined unique or experimental software requirements; troubleshooting and repairing SMS & SCCM client installations.
• I also troubleshot failed client deployments, using SCCM and SQL reporting to identify workstations that were missing critical security patches and updates and provided advice to end users on IT security requirements
• Monitors and maintains Windows Server operating system and additional server components including but not limited to Exchange, Active Directory, Office Communications Server/Lync Server. Applies patches to major subsystems and services, roles, and file system components within a Windows Systems environment and performs Operating System and patch testing on all changes prior to installation.
• Assist users with day to day issues as it relates to network connectivity.
• Executes basic PowerShell or Command Shell commands.
• Monitors and reviews system logs and detect and troubleshoot problems.
• Writes basic technical operating system documentation. Controls system access and security aspects of critical systems.
• Works remotely to provide 24x7 support on critical systems.
• Demonstrates in day-to-day work adherence to security best practices and CITES access control and security policies.
• Establishes and maintains suitable resource and performance monitoring on all systems.
• Establishes and maintains automated patching for all systems for which employee is responsible. Partners with Service Desk by setting and managing the expectations of customers.
• Demonstrates day-to-day adherence with change control precepts and practices. Provides technical support and customer service directly to end users through ticketing system and periodically through screen sharing.
• Discovers and communicates potential service problems through identifying patterns occurring across separate help desk tickets and customer reports.
• My current responsibilities at the Confidential as it relates to the Windows Server Systems are to monitor our network sites and servers using Solarwinds network monitoring, respond to issues from the System admins outside of the United states in the international community and provide guidance and assistance to them regarding Microsoft Window.
• Check application log for warning and error messages for service startup errors, application or database errors and unauthorized application installs.
• Check security log for warning and error messages for invalid logons, unauthorized user creating, opening or deleting files
• Check system log for warning and error messages for hardware and network failures
• Check web/database/application logs for warning and error messages
• Check directory services log on domain controllers
• Report suspicious activity to IAO(Information Awareness Office)