SUMMARY

• Information Technology professional and military veteran with an active Top Secret SCI/ Polygraph Security Clearance, CompTIA Sec+ CE, CompTIA Cloud + Certification, AWS Certified Cloud Practitioner Certification and an ITIL Foundation Certification.
• Having 4+ years of Information Technology experience, 6+ years of customer service experience and 2 years of management experience in a high - pressure, fast-moving environment.
• Actively pursuing a AWS Solutions Architect Associate certification (Expected March 2020). Ability to efficiently and effectively resolve Tier 1 (IT Help Desk) and Tier 2 (System Administration) Information Technology related issues will be invaluable to your company.
• Career supported by a Bachelor’s degree in Business Management.

TECHNICAL SKILLS

Networks: NIPR, Black RM&A, SIPR, HSDN, LCK, JWICS, C-LAN, DCA, APA

Hardware: PCs, Laptops, Cisco VoIP Phones, Govt issued cell phones, Printers, Aruba Routers, Modems, Brocade and Cisco Switches

Networking: LAN,WAN & VPN/Remote Connectivity, TCP/IP, VTC setup and takedown

Platforms: Windows 7, Windows 8/8.1, Windows 10 Enterprise, Linux- Redhat, Ubuntu

PROFESSIONAL EXPERIENCE

Confidential, Seattle, Washington

System Administrator

Responsibilities:

• Provided daily first line IT hardware and network support for members who support the Amazon
• Web Services (AWS) Government Cloud Infrastructure in a cleared environment
• Maintained upkeep on user’s account(s) on multiple networks, password resets, VECTOR team ticketing queue and ticket status follow ups and ensured positive customer relations
• Worked alongside Amazon Engineers, aiding them in testing software pushes/updates,
• BASH/SHELL scripting code reviews and system automation
• Maintained and secured hundreds of computers on four government computer networks
• (Unclassified/NIPR, BRMA, LCK, SIPR, DCA and JWICS)
• Utilized IT System Management/System Administration software like Active Directory
• Provided first level assistance for defined issues via Amazon Trouble Ticketing System and escalated tickets as necessary In person troubleshooting and desk side support; assisted end users via Instant Message (Amazon Chime), telephonically and via walk-up
• Handled over 500 trouble tickets; resolved ~37% of all tickets on team
• Orchestrated hardware assistance from hard drive swap to re-imaging laptops/desktops
• Remoted into user’s computers to install/uninstall software and solve common IT issues
• Provided assistance with storage room maintenance as well as office/desk moves and upkeep
• Supported and helped maintain/update online metrics like desktop usage and 802.1X

Assistant Technical Project Manager

Confidential

Responsibilities:

• Acted as Assistant Project Manager for AWS government scif (Sensitive Compartmented Information Facility) workspace expansion
• Created and managed a pricing and procurement Microsoft Excel Spreadsheet for 16 new scif work sites projected to add an additional 500+ government cleared employees
• Quarterbacked Seattle scif/workspace expansion
• Led team of four contractors to have expansion of 60 secure desks; Had work desks fully perational in two work weeks

Confidential

Service Desk Analyst/Network Administrator

Responsibilities:

• Actively aided and advised in 24/7, 365 Service Desk Analyst and System Administration roles for the Department of Homeland Security via remote service desk means
• Supported users in NIPR, SIPR, and JWICS computer networks
• Utilized Remedy ticketing system to create, track and monitor work tickets
• Worked alongside NOC personnel to aid in managing computer networks, monitoring and configuring port security, monitored nodes, domains and networks for latency and efficiency
• Monitored and enforced Access Quest administration tool to update/edit user accounts, unlock and reset passwords through secure means SIPR, JWICS and secure VoIP phones
• Utilized remote connection protocols to remote into customers workstations via Skype, Windows Remote Desktop to directly aid in mapping /installing drives, drivers, and printers
• Provided first level assistance for defined issues and escalated tickets as necessary
• Operated Citrix system monitoring application to monitor SIPR and JWICS user connection via Cloud- Disconnected and refreshed Cloud Thin clients when necessary

Confidential

Administrative Technologist/Service Desk Technician

Responsibilities:

• Actively aided and advised in all Information Technology related functions for the Department of
• Defense Education Activity (DoDEA) in the Kaiserslautern, Germany region
• Supported four school districts with 27,000 school-aged children and 3,000+ users’ Information Technology needs
• Utilized IT system management software like Active Directory and System Center Configuration Manager (SCCM)
• Worked alongside tier 2 personnel to aid in managing computer networks, installing and configuring routers and switches
• Monitored and enforced Access Control Lists (ACLs) and monitored student and faculty computer use to ensure users were within school’s computer use policy
• Aided in installing VPNs on users devices and ensured user knew how to properly use/log into VPN
• Configured District wide print server (Printer Logic) that allowed remote mapping to printers in district
• Provided first level assistance for defined issues and escalated tickets as necessary
• Remoted into user’s computers to install/uninstall printers, software and solve common IT issues
• Handled over 60 service requests/ incidents per week, resolving at least 75% of tickets issued
• Provided hardware assistance from hard drive swap to re-imaging laptops/desktops
• On-call troubleshooting and desk side support; assisted end users via email, phone and walk-ins
• Provided assistance with office moves and installation of laptop/desktop workstations