SUMMARY:

• Provide desktop administration to a mix Windows, Linux, BYOD environment and virtual environments with VMware.
• Position / goal: Windows Systems Administration / Information Assurance (IA) systems security.
• Knowledge of the ITILv3, (CISSP, CASP pending certification 2019/20).
• Working knowledge of DIACAP, STIG, IAVM, OVAL and DISA DOD security policies. 10 + years enterprise I.T. systems support, working with varying levels of personnel and systems to plan and develop physical security and security systems procedures and guidelines

TECHNICAL SKILLS:

Operating System: Microsoft Windows NT, XP, XP Virtual mode, 2000, Vista, Windows 7 - 8.1, 10, Server 2000, 2003, 2008, 2012, Windows Virtual Server, Oracle VMWare 5.5 and 6.0, SUSE / Linux basic knowledge command structure, and Cisco CCENT CCNA-ICND1.

Software Applications: Ticketing System Remedy & Unicenter, McAfee, HP Open View, Microsoft Office 2003, 2007 and 2010, Outlook, Norton Ghost, Acronis Imaging software, various GOTS / COTS, Familiarity with multiple commercial and open-source web and network vulnerability assessment tools. Microsoft Visual Studio 2010, Power Shell / Basic XML scripting experience.

Hardware: System troubleshooting skills, proficient at installing and servicing computer hardware, telecommunications components hardware and cabling, Server equipment, desktops, tape backups, laptops, and printers, memory and equipment for Dell, Compaq, Toshiba, Hewlett Packard, Packard Bell, Gateway, Xerox, Lenovo, Fujitsu and IBM and others, administering Smart / CAC/ PIC access cards, Blackberry configuration and troubleshooting, Configuring and Maintaining computer systems to improve speed, reliability, and efficiency of operation.

Network / Security: Microsoft Remote Desktop, VMware ESXi 5.5 and 6.0, Oracle VMware Virtual Box, Cisco VPN Client, Citrix client Remote Dialup, PC Anywhere, Go to Meeting, Altiris, Carbon Copy, Big Fix. Active Directory, file/printer sharing, Knowledgeable with Network Protocols, TCP/IP, LAN/WAN, FTP, Router and Layer 2 and 3 Switches, Firewall, Antivirus, malware and network appliances, telecom low voltage system and (Fluke) wiring port testers, Knowledgeable with Wireless security, Intrusion Detection and Prevention (IDS / IPS), protocol / packet analyzer software; i.e., Wireshark, Nmap, ZenMap and others. Knowledgeable of the IT and security field including TCP/IP, HTTP, encryption, network access controls / access control lists, Microsoft Baseline Security Analyzer, knowledgeable of the ITIL.

PROFESSIONAL EXPERIENCE

Confidential, Saint Louis, MO

System Administrator

Responsibilities:

• Demonstrated mastery of desktop systems and/or various software applications and concepts.
• Possesses a solid understanding of IT hardware; proficient in networking services, to include Active Directory and software installation; ability to read, write and implement standard operating procedures and technical documentation.
• Monitor Service Desk Application for tickets assigned to the queue and process first-in first-out based on priority
• Working knowledge of Service Desk ticketing software (Remedy).
• Experience using Dameware.
• Experience supporting SafeNet and BitLocker

Confidential, Saint Louis, MO

VOIP Engineer (SME)

Responsibilities:

• Install, configure, and test endpoints.
• Work customer SRM tickets and trouble tickets to update, remove, move, and troubleshoot telephone endpoints.
• Maintain the local Cisco Emergency Responder (CER) system (includes working hardware/software issues. and security vulnerabilities when needed).
• Inventory and process Return Material Authorizations (RMA) for digital telephone assets to the vendor.
• With minimal direction, provides expert support, analysis and research into exceptionally complex problems, and processes relating to the subject matter.
• Serves as technical expert on executive-level project teams providing technical direction, interpretation and
• Alternatives.
• Proficient in the application of troubleshooting techniques to resolve complex problems with integrated Enterprise network systems, applications, and components.
• Guides the successful completion of major programs and may function in a project leadership role.
• Develops technical solutions to complex problems that require the regular use of ingenuity and creativity.
• Exercises considerable latitude in determining technical objectives of assignment.
• Operates and manages SIPR and NIPR Voice Over IP (VOIP) systems.
• Builds and configures network infrastructure devices, hardware replacement, property accountability, wireless access point support, network service management (VOIP, access controls, firewalls, Bluecoat, TACACs, etc).
• Excellent verbal and written communication skills
• Ability to track, manage, and ensure projects are kept on track, and tasks are completed in a timely
• Manner.

Technical Knowledge:

• Cisco Unified Communications Manager
• Cisco Unified Presence Server
• Cisco Prime Collaboration Components
• Cisco Emergency Responder
• Remedy

Confidential, Saint Louis, MO

Senior Collaboration Engineer

Responsibilities:

• SME VMware 6.5 / Network admin support / Life cycle support,
• Performs the management of both reactive root-cause analysis and proactive trend analysis within IT delivery area.
• Improving ITIL problem management methods and procedures and ensuring that they are used for efficient and prompt analysis of all problems.
• Driving Root cause analysis and corrective action completion to help eliminate disruption of services and consequently to improve the day-to-day operations of the organization.
• Drive technical teams to complete root cause analysis (RCA) to include the identification of corrective/preventive actions on IT infrastructure, applications and databases using proven problem analysis methodology and tracking all elements of the RCA to closure.
• Prepare & Publish root cause analysis reports to include metrics & trending analysis to identify the major drivers of IT incidents and reporting on chronic incidents.
• Host Problem Management and RCA calls with the customers, internal support teams and executive management.
• Performs the activities required to diagnose the root cause of incidents identified through the Incident Management process to determine the resolution to those problems.
• Coordinates major incident closure, initiating a phone conference bridge, and documenting all actions taken to resolve the incident.
• Ensures that problem resolution is implemented through the appropriate control procedures.
• Arranges and manages problem review sessions with various IT groups.
• Stays on top of resolution processes and initiatives and provides timely updates to business and technology stakeholders.
• Answers business/technical-related questions that require research and consultation with others internally and externally.
• Creates and reviews problem and incident documentation.
• Serves as liaison between business owner and stakeholders and the IT contract staff during incident and problem investigations.
• Delivers presentations and manages discussions related to system failures.
• Prepares memoranda, documents, reports and other correspondence related to major incident and problem management.
• Correspond directly with IT infrastructure partners and business partners.
• Development and tracking of Known Error Databases

Confidential, Gainesville, VA

Applications Systems Analyst Virtual Private Administrator

Responsibilities:

• Vmware 5.5 - 6.0 ESXi with Windows server 2003 / 2008, Red Hat Linux, IBM Rational ClearCase Ticketing system.
• Create / maintain virtual systems.
• Solid understanding of the principles of network routing and client/server technologies.
• Experience knowledge with Power Shell scripting, OSI protocols, TCP/IP, DNS, IP and DHCP networking. Knowledge of SCCM administration, Group Policy and Active Directory. Experience with creating and deploying, hardening / deploying desktop server images, data migrations, backups in a virtual system.

Confidential, Millersville, MD

Windows 7 System Administrator/Tier 2 Support Specialist

Responsibilities:

• Primary focus of this role is to upgrade Windows XP operating system, migrate user files, programs on workstations and laptops to Windows 7 OS and perform life cycle upgrades
• Work closely with clients possessing varying levels of IT knowledge and provide technical support for users including Mobile Device, Desktop, Connectivity, and Desktop Applications (MS Office) related issues.
• Inventory control of hardware and peripherals.
• Troubleshoot general computer problems and ensure all MS systems are in working order and efficient.
• Follow predefined operating procedures to ensure that clients, systems and information are properly followed.
• Perform direct follow up with clients regarding remediation where appropriate.
• Interface with other elements of the client support structure including tracking client issues,
• Updating client tickets and ensuring closure.
• Planning and delivery of a full range of customer support services to customers including
• Installing, configuring, upgrading, and troubleshooting any hardware and software components present Delivering informal training and assistance to customers reporting, responding to and resolving customer requests via
• Remedy and other trouble ticketing systems.
• Experience supporting Windows based Information Systems.
• Solid understanding and experience of prevailing virtualization technologies.
• Knowledge and hands on with Power Shell scripting options and TCP/IP protocols, DNS, WINS, and DHCP.
• Advanced knowledge and experience of the Remote Installation Services and Group Policy.
• Experience with creating and deploying standard desktop images, data migrations, backups and refresh.
• Create documentation for system builds, configurations, support procedures
• Experience with diverse hardware platforms (Dell, IBM, HP, Blades).
• Experience with Oracle VMware and HyperV implementation.
• Solid general understanding of distributed computing concepts, including the principles of network routing and client/server technologies.
• Hands on experience with SharePoint or other related technologies.

Confidential, Reston, VA

Responsibilities:

• Conduct reviews of enterprises, enclaves, networks, systems and applications.
• Certification and accreditation support Independent evaluation, based on national and DOD level Information Assurance (IA) and Computer Network Defense (CND) requirements the procedures and practices as they are implemented by the combatant commands, including their sub unified Commands, joint task forces, component commands, and supporting organizations and agencies, to ensure their adequacy to provide a measurement and training tool to determine the defending force’s readiness and to provide a basis for planning and programming needed improvements.
• Analyzes and defines security requirements for Multilevel Secure (MLS) issues. Designs, develops, engineers and implements solutions to MLS requirements. Gathers and organizes technical information about an organization's mission goals and needs, existing security products and ongoing programs in the MLS arena.
• Performs risk analyses, which also includes risk assessment. Provides technical support for secure software development and integration tasks including reviewing work products for correctness and adhering to the design concept and to user standards.
• Knowledgeable of Security / IA products such as PKI, VPN, firewalls and intrusion detection systems (IDS). Analyzes and recommends resolution of security/IA problems on the basis of knowledge of the major IA products and services, an understanding of their limitations, and knowledge of the IA disciplines.

Confidential, Lorton, Virginia

Windows 7 System Administrator / Tier 1 - II Support / Network Operations Center Technician

Responsibilities:

• Cross trained network operations team and assisting with monitoring the network environment
• Remote in to test circuits (software and hardware cross-connects to establish service) backup and update procedures
• Supported end users with training of CISCO routers, switches and cabling.
• In bound Field calls and service, monitoring network operations, reporting outages, operations issues and documenting as appropriate via calls, emails or escalation.

Confidential, Millersville, MD

Responsibilities:

• Upgrade Windows XP operating system, migrating user files, and programs on workstations and laptops to Windows 7 O/S and perform life cycle upgrades on equipment.
• Phone / remote support, password, account, remote access and systems support for agency and personal equipment.
• Windows remote desktop / Citrix setup support. (6000 end users)
• Work closely with clients possessing varying levels of IT knowledge and provide technical support for users including
• Mobile Devices, Desktop, Connectivity, and Desktop Applications (MS Office) related issues. Monitor / respond to Remedy Tickets requests.
• Solid understanding of the principles of network routing and client/server technologies.
• Experience with SharePoint or other related technologies. Experience knowledge with Power Shell scripting options and TCP/IP protocols, DNS, WINS, IP and DHCP.
• Knowledge and hands on experience of Remote Installation Services (RDP), Group Policy and Active Directory.
• Experience with creating and deploying standard desktop images, data migrations, backups and refresh.
• Volunteer as needed for MAC / add client equipment after hours moves.

Confidential, Fredericksburg, VA

Windows 7 System Administrator/Desktop Support Engineer

Responsibilities:

• Provide technical assistance to the Fort Detrick Network Enterprise Center providing hardware, software and remote support.
• Primary focus of this role is to upgrade Windows XP operating system, migrating user files, programs on workstations and laptops to Windows 7 OS and perform life cycle upgrades.
• Work closely with clients possessing varying levels of IT knowledge and provide technical support for users including Mobile Device, Desktop, Connectivity, and Desktop Applications (MS Office) related issues.
• Assist with Information Assurance Vulnerability Management scans (IAVM) patching and remediation.
• Diagnosing and resolving problems in response to customer reported incidents.
• Researching, evaluating, and providing feedback to management on problematic trends and patterns in customer support.
• Assisting in the development and management of customer service performance requirements.
• Assisting in the development of customer support policies, procedures, and standards.
• Troubleshooting complex problems & coordination with other IT teams and service providers.
• Ensuring the rigorous application of Army information security/information assurance policies, principles, and practices in the delivery of customer support services.

Confidential, Silver Spring, MD

Windows 7 System Admin/Sr. Help Desk Support Engineer

Responsibilities:

• Desktop and laptop imaging. - XP to Win7 32/64-bit imaging.
• Update system builds / images, Installation and configuration of software.
• Addressing user access issues, hardware, software, user profile, certificates, smart card issues network and any security access problems, some requiring escalation.
• Install and configure Oracle, TOAD and other COTS.
• Weekly system backups.
• Service delivery, reporting and meeting client (end user) expectation.
• Provide technical assistance and training to system end users, local, remote and phone support.
• Multi-tasking skills while documenting all calls/incidents.

Confidential, Gaithersburg, MD

Windows 7 System Administrator/Computer Systems Analyst

Responsibilities:

• Maintain and monitor Confidential LOG programs and systems, including coordination and installation of STAMIS systems.
• Windows 7 imaging to new laptops, receive and repair field laptop for deployment to various army units. Tests, troubleshoots and repairs computers, laptops, servers, printers and peripheral equipment. Resolve computer and software conflicts.
• Knowledgeable in networking procedures and imaging processes using Ghost Cast software, and the migration of users and data to Windows7.
• Provide and maintain property accountability LOG systems within the US Army Reserve Command Network.

Confidential, Fairfax, VA

Windows 7 System Administrator/Senior Hardware Installation Technician

Responsibilities:

• Using remote desktop/ system management, log files, performance monitor, network protocol tools to analyze login, connectivity, software issues regulations. Deploy Windows 7 operating system using automated processes and troubleshoot imaging errors. Updating relevant applications, patches and software install network cable, build and install equipment in racks, knowledgeable in fiber technologies, routers, switches. Perform security scanning for applications and devices, to comply with DOD security. Perform software administration functions for a variety of specialty software products, such as software distribution, asset management, security products, logon utilities, VPN access, OS and software system patches, and virus and malware removal. Participate in a wide variety of automation projects and studies with an emphasis on desktop configuration implementation, and activity unique services.
• Knowledge of the ITILv3, CISSP, DIACAP, DISA and various DOD security policies.

Confidential, Falls Church, VA

WRAMC / NARMC DOIM Helpdesk Support

Responsibilities:

• Provisioning Common Access Cards thru Active Directory for user network access.
• Perform software administration functions for a variety of specialty software products, such as software distribution, asset management, security products, logon utilities, VPN remote access, OS and software system patches, virus and malware removal. Participates in a wide variety of automation projects and studies with an emphasis on desktop configuration, implementation, and activity-unique services. Assist with / gained knowledge of OVAL - Open Vulnerability and Assessment Language how to assess and report upon the machine state of computer systems (vulnerability, configuration, patch state, etc).

Confidential, Springfield, VA

Workstation Support Technician

Responsibilities:

• Work that involves the planning and delivery of customer support services, including installation, configuration, troubleshooting, customer assistance, and/or training, in response to customer requirements.
• Functions commonly performed in this specialty included: diagnosing and resolving problems in response to customer reported incidents researching, evaluating, and providing feedback on problematic trends and patterns in customer support requirements developing and maintaining problem tracking and resolution databases installing, configuring, troubleshooting, and maintaining customer hardware and software developing and managing customer service performance requirements provide customer training and / or ensuring the rigorous application of information security / information assurance policies, principles, and practices in the delivery of customer support services.

Confidential, Rockville, MD

Helpdesk Support Tier II Support

Responsibilities:

• Provided support for Census specific application on two networks. Supported over 500,000.00 customers in 500+ offices across the US and Puerto Rico.
• Supported users using dial up access in transmission survey data gathered for the Census.
• Setting user name, password, VPN for encryption or settings through McAfee Endpoint Encryption to access securely the Census data network.
• Used Remedy incident Management 7.1 to respond to end use problems.

Confidential, Atlanta, GA

Computer Field Support Specialist

Responsibilities:

• HP customer service certification. Provided hands-on technical support to troubleshoot custom software, Windows OS, networking, databases, hand-held Computers, and COTS programs.
• Desk side, phone and remote support for break fix hardware, application issues. Resolve customer issues for desktop, laptop, printer issues, Black Berry, network and wireless connectivity.
• Windows 2003 and 2008 Server resolving users, printers, network and applications issues. Push software images over the network to install operating systems, software and applications.
• Active Directory, CLI to manage resources.
• Performed console diagnostic access to resolve network server issues. On-site trouble shooting and support for network and telecom wiring equipment and other issues that cannot be determined by remote support.
• Knowledge of HP server and Cisco hardware. Used HP OpenView, EIS and other software databases to create, manage trouble tickets, assign / escalate tickets requests for service, respond to customer help issues by phone and email, follow up to insure timely resolutions for Customer Service Level agreements (SLA).