SUMMARY

• Strong academic and hands - on skills in the effective planning, installation, administration and troubleshooting of information systems in a wide range of computing environments
• Experience with Asset Management and equipment tracking
• Proficient in loading/configuring/upgrading/managing Windows 95, Windows 98, Windows NT 4.0 Workstation, Windows 2000 Professional, Windows XP Home, Windows XP Professional, and MS Office 2000, 2003, and 2007 Applications
• Used VNC-Virtual Network Computing and terminal services to troubleshoot users issues remotely
• Knowledge in server administration and support: User account creation and maintenance in Active Directory, Microsoft Exchange, configure TCP/IP, WINS, DNS, and DHCP settings, fault tolerance, security, network monitoring, user/group account setup & administration, etc.
• Resourceful in upgrading Server and PC hardware and software
• Proficient in performing SCAP scans
• Proficient in remediating and updating vulnerabilities listed in VMS
• Proven ability to support and perform within a fast-paced work environment
• Highly resourceful with outstanding interpersonal and decision-making qualities
• Excellent customer service; Highly effective oral and written communications skills
• Effective team leader, coach, mentor and motivator

PROFESSIONAL EXPERIENCE

Confidential, Ft Meade, MD

Senior Associate

Responsibilities:

• Support the Test Lead in the development of the test schedule and associated test windows to ensure delivery of customer support services
• Plan, design, document, assess and manage the enterprise structural framework to align IT strategy with that of the organization
• Assist the Test Team Lead and Lab System Administrator with required configuration and testing requirements
• Update assigned test program documents and schedules on a daily basis
• Participate as the test representative at Technical Exchange Meetings (TEMSs) and Test Readiness Reviews (TRR) (as assigned)
• Develop and execute test plans to ensure test activities are completed within the approved test window and notify the Test Team Lead of any potential or actual delays; provides quality assurance of IT architecture to meet organizational business needs
• Coordinate and collaborate with the Security test team to ensure testing is completed in the appropriate sequence; provides troubleshooting to ensure system operational integrity and optimal operability
• Collaborate with system vendors on the development of test cases and when requested, develop the specific test cases
• Run the test cases against the system, and document the results in a Test Report that is completed within the assigned due date-Plan, install, configure, test and implement systems in support of organization; identifies problem and system deficiencies and develops and implements system solutions
• Apply analytical processes in the infinite stages, to plan and deliver customer support services, to include installation, configuration, troubleshooting, customer service assistance and/or training, in response to customer requirements
• Modifies, tests, maintains, performs quality assurance procedures, implements and installs new or existing applications software, to include video, data, and voice systems, according to the business needs of the organization
• Ensure all test documentation is provided in Software Forge and reported in the team weekly activity report
• Directly performs HBSS testing and other systems as directed by the HBSS Test Lead or the Test Team Lead
• Directly perform ACAS component (Security Center, Nessus, PVS, and 3D Tool) testing and other systems as directed by the HBSS Test Lead or the Test Team Lead

Confidential, Ft Meade, MD

System Administrator

Responsibilities:

• Performed physical and virtual server administration functions, including configuring, installing, repairing, maintaining, and upgrading hardware and operating systems in a Windows 2008 R2 Server and Hyper-V environment and ensured operational integrity
• Served as Server Build Team Lead; Incorporated and maintained WSUS; and incorporated and maintained SCCM 2012 in support of organizational mission and system requirements; planned, tested, and integrated system software to meet end user requirements
• Configured physical and virtual server images for various server functions and operating systems using
• Backed-up and restored servers using Acronis software
• Researched and evaluated server hardware and software options and upgrades including updates, patches, and service packs as needed to meet the business requirements of the customer
• Generated and maintained Wndows system related technical reference documentation to be used in support and training of IT personnel
• Generated monthly server software inventory and vulnerability reports for management review
• Provided server hardware maintenance such as firmware updates and racking and stacking
• Reviewed and ensure accuracy of technical documentation
• Scanned network hardware based on SCAP (Security Content Automation Protocol) to ensure FISMA compliance
• Monitored system for deficiencies; identified problems and performed server vulnerability remediation to solve the system issue Supervisor: Ted (000-000-4321 )

Confidential, Ft. Meade, MD

System Administrator

Responsibilities:

• Served as Exchange Server Administrator Team Lead
• Supported and administered the operations of Microsoft Exchange messaging and related systems, including support of network operations; Created, deleted and maintained end-user accounts, distribution lists, and mailbox permissions across the organization
• Performed troubleshooting for approximately 700 users on Microsoft Exchange 2010
• Troubleshot Blackberry devices and related server problems
• Created and maintained Blackberry user accounts on the Blackberry Enterprise Server (BES)
• Performed importing of certificates to Outlook for digital signing and encryption
• Served as the primary point contact for the DoD CAF Defense Enterprise Email migration
• Provided management updates and upgrades to the Exchange environment via conference calls
• Trained users in the proper use of email systems and prepared manuals and documentation as needed Actively participated in strategic activities such as design testing, definition, review, and development of project and testing plans
• Maintained Siprnet CAC pins for access to the Siprnet network and related resources
• Utilized the 90 Meter application for Siprnet CAC related issues such as pin resets and certificate verification Utilized Remedy v. 7.6 to submit and track incident requests; Assisted customers remotely through the VMWare vSphere Client version 5.0 application; Conducted server patching; Verified domain controller replication

Confidential, Fairfax, VA

Systems Engineer/Technician

Responsibilities:

• Provided information systems solutions and technical support in areas including personal computer/client server support, systems programming, applications design and development, database design and administration, telecommunications and network support and administration
• Troubleshot various software applications in MS Office, Adobe Acrobat, IE, Netscape, etc., using SMS, SCCM, and other remote access tools
• Maintained user accounts via Active Directory; Provided hardware support for desktop computers and Sun Microsystems thin clients
• Utilized the Active Directory Users and Computers Tool to manage users, groups, and computer-related tasks, and also to manage organizational units
• Utilized SMS to remotely troubleshoot desktop systems
• Administered PKI certificates for secure transmission of information over the internet/intranet as well MS Exchange; Utilized Active Directory and AMS to create system access accounts to the JWCS(TS/SCI), SIPRNET(SECRET), and NIPRNET(UNCLASSIFIED) networks as well as to the Sun Microsystems terminals and applications specific to the organization
• Provided end user support to 16,000+ DIA Government, Military, Government Civilians and Contractors for Exchange Outlook 2003/2007/2010 users worldwide concerning calendars, personal folders, connectivity, and mail encryption
• Provided Windows Server 2003 and 2008 R2 along with Exchange Server 2003 and Exchange Server 2010 administration, i.e. creating user mailboxes, shared mailboxes, distribution lists, SMTP editing, and controlling access levels to these resources; Trained co-workers on troubleshooting techniques and served as subject matter expert on issues that may not have had a clear resolution

Confidential

Desktop Support Technician

Responsibilities:

• Performed desktop migration from Windows 2000 to XP Professional via Altiris
• Performed initial PC roll-out and ensured data integrity through the application of Altiris Image Restore
• Set up new PCs and established and maintained user accounts via Active Directory
• Performed quality assurance checks of new PC operations
• Established and maintained client network and peripheral connectivity
• Conducted asset management to ensure adequate peripherals and software inventory on hand to meet customer demand and also tracked and removed excess and outdated equipment
• Provided technical support to users with the Bureau of Human Resources at the Department of State
• Provided troubleshooting and customer service support to approximately 700 end users
• Assisted other Department of State system administrators with installing and troubleshooting of bureau specific applications
• Administered web based accounts for portal to HR applications
• Administered NT and Exchange accounts and assisted with backups and file restorations
• Upgraded NIC cards, increased memory, replaced failed motherboards, and other hardware components
• Utilized Remedy tracking application to track current trouble tickets for use with future problem identification and resolution
• Installed, configured and troubleshot both stand-alone and network printers
• Performed hardware maintenance and installation and imaged workstations using Ghost
• Assisted customers with creating and mapping Outlook personal folders, personal address books, configured additional Outlook mailboxes, calendars, and exchange profiles, and setup laptops and projectors for customer conferences and presentations

Confidential, Washington DC

Information Technology Specialist

Responsibilities:

• Provided desktop support to approximately 125 users in varying departments of the 11th Wing Services Division
• Installed a variety of software programs on agency systems and used multi-function cable testers to determine faults and correct network wiring; provided quality assurance support to mitigate repeat problems
• Used commercial applications such as Adobe graphics suites and agency developed software to provide backup and network storage solutions to minimize data interruptions and allow recovery of information in the event of failure
• Troubleshot database operational problems such as corrupted tables and consumption of table space
• Performed backup and recovery (survivability) procedures
• Identified, researched and resolved all technical problems
• Operated, monitored and maintained computer hardware
• Routinely observed peripheral equipment and error messages displayed on departmental terminal monitors to detect faulty output and machine stoppage
• Documented, tracked and monitored all hardware and software problems to ensure timely resolutions
• Assisted in the maintenance of user reference manuals supporting computer programs and hardware utilization
• Diagnosed and resolved processing problems and provided guidance and assistance to customers on the usage of software packages and equipment
• Configured, upgraded and maintained desktop computers
• Performed network administration duties in a Windows NT/98/2000 environment
• Troubleshot hardware and software problems with networked and standalone computers
• Authored software and hardware user instruction documents for end users
• Supported, monitored, tested, and troubleshot hardware and software problems pertaining to the LAN
• Recommended and scheduled repairs and provided end user support for all LAN-based applications. Supervisor: Ted (000-000-0000)
• Reviewed, analyzed and evaluated telecommunications system for the organization
• Assisted in the design, development and testing of telecommunications software solutions
• Performed customer training of the agency telecommunications features and functionality
• Collected, reviewed and input data into the agency computer processing system and audited output data
• Maintained and revised procedural lists, provided quality assurance support, maintained control records and coding schemes to accurately process source data
• Installed, repaired and maintained telecommunications equipment and prepared reports and completed requests for new service
• Created, edited, stored and retrieved forms, memos and reports; Used graphics software to provide graphs and charts for reports and presentations for departmental staff