COMPUTER TECHNOLOGY EXPERIENCE

Operating System

Windows Server 2000 2008, Windows 95 2007, MS-DOS

Hardware

Proficient and knowledgeable experience with Microsoft Windows Server 2000 2008 R2, Routers, Hubs, LAN/WAN setup, workstation setups, and network setup, Blackberry Exchange Server, EMC CX300 SAN, Dell PowerEdge 2650, 2850, r900, 6650, r710, Dell KVM 2161DS 4161DS Switch.

Software

Proficient in MS Office Versions 2003, 2000, 97 and 95 , Microsoft Active Directory, Symantec Backup Exec 12.5, Navisphere 6.7, Symantec Endpoint Protection, Symantec Anti Virus 11, Dell Remote Access Card DRAC , Oracle SQLPlus, SQL Query Analyzer, Enterprise Manager, HEAT Ticketing Administration, Raritan, Server Administrator, Microsoft Visual SourceSafe, WhatsUp Gold 8.0, and Zenprise 5.1. Knowledgeable in Solar Winds, SiteScope, Aelita Enterprise Directory, Peregrine Service Center, Crystal Reports, Remedy Ticketing, HP Openview. Working knowledge in Rational ClearCase, Requisite Pro, Symantec Ghost, Group Policy Configuration, Microsoft Exchange 2010, Tivoli Management, Tivoli Software, MS-DOS.

PROFESSIONAL EXPERIENCE

Confidential

As a COTS Software Specialist:

• Managing 10 USDOJ Commercial-Off-the-Shelf COTS applications. Overseeing and implementing development, performance testing, security scans, CSAM, vulnerability assessments, security mitigations, Beta testing, and Production implementation, future releases, patching, and decommissions.
• Preparation of Work Breakdown Structure WBS and implementation of Agile and Kanban models for all application I manage which has improved efficiency of releasing applications to the customers faster by 60 improvement rate.
• Implemented Training programs and application support videos for all managed applications for global implementation to enhance the Training and Knowledge Support effort within USDOJ for over 14,000 users.
• Provide analytical and technical support for the identification, evaluation, installation, implementation and maintenance of Commercial-Off-the-Shelf COTS software or client organizations.
• Configure windows 2003 and 2008 servers utilizing IIS 6.0 and 7.0 in order to setup websites for public use to USDOJ personnel setup of MSDTC and COM connections for multiple applications within the USDOJ.
• Conduct and participate in interviews with business stakeholders when business requirements are changing or expanding and update the Software Requirements Specification based upon the results of the interviews.
• Conduct market research to identify COTS software products that have the potential to fulfill the established software requirements.
• Develop a software product installation plan and schedule and coordinate product installation with client and vendor management. Create and support the development of Software Version Descriptions SVD , software test plans, test scripts, and test data for testing COTS software products and executes the software tests.
• Work with client management to develop a product deployment plan and schedule. Develop a user training plan and schedule and coordinate user training with client and vendor management.
• Provide ongoing administrative support for the product to include: coordinating the receipt, application and validation of product updates coordinating user training if necessary resolving problems experienced by the product user community developing, maintaining and updating, as applicable, relevant client documentation working with product vendors to formulate and execute corrective action plans to address defects and problematic issues.
• Create and update SOPs for COTS operations and management, Application Transition Process Workflows.

Confidential

As a Network Engineer/Systems Administrator:

• Monitor over 2000 items of equipment servers, switches, routers, workstation, tape libraries, sensors, etc. using the WhatsUp Gold 8.0 network monitoring tool that are located worldwide.
• Monitor and troubleshoot blackberry, blackberry server, and exchange issues using Zenprise 5.1. This consists of on-call assistance for 27 VIP blackberry users whether local or on national travel and 300 blackberry local users.
• Responsible for creating Organizational Units OUs for the Department of Homeland Security, creating universal, global, and local distribution groups creating security groups, removing workstations, users, and servers in Active Directory.
• Responsible for resolving Tier 2 trouble tickets using Remedy for issues related to switching and activating ports to desired vlans, troubleshooting switches through telnet or ssh, and adding or removing workstations, users, or servers from Organizational Units OUs in Active Directory.
• Responsible for removing and adding media Tape Backups using NetBackup Exec 7.0 and transferring them to the proper personnel per the DHS Service Level Agreement.
• Manage and maintain the WhatsUp Gold 8.0 network monitoring tool. Tasks include but not limited to, making updates to the map directory upon request to add additional sites for monitoring or removal of sites from the directory and configuring the map display for the Government.

Confidential

As a Systems Engineer:

• Managed and maintained HOMES4 secure .Mil environment consisting of 40 Windows 2003 and 2008 Enterprise servers.
• Completed such tasks as setting up domain controllers and troubleshooting DNS configurations within the domain controllers assisted the Technical Lead with promoting and demoting domain controllers as well changing out all DNS IPs upon completion of the dcpromo process to resolve any DNS issues.
• Responsible for the decommissioning of all server hardware and its peripherals listed within the Government controlled hand receipt. This consisted of monthly reconciliation of all hardware to ensure all items are accounted for and are correctly identified on the hardware.
• Installed, configured, and maintained applications on production web, database, and reporting servers.
• Administered the EMC SAN with approximately 1TB of storage.
• Assisted in supporting three Microsoft Clusters that house the HOMES4 database and exchange which also includes a 600GB EMC SAN.
• Monitored environments using system management tools, which include Solar Winds, SiteScope, and Dell IT Assistant.
• Maintained the Anti-Virus software updates for both AHES HOMES4 and COOP Environments.
• Responsible for creating, resetting, disabling, and monitoring accounts and usage of the application for performance on the HOMES4 COTS applications in addition to refreshing web-servers on the network to maintain availability of the application.
• Monitored net-worthiness and system health of the AHES servers using Solar Winds.
• Provided technical support for to Army personnel at 111 sites for issues related to software installation and functionality, Intelligent Query reports, ODBC connections, NT and SQL permissions.
• Replaced hard drives, NIC cards, update hot-fixes, upgrade software and troubleshoot security issues on the Army Housing servers.

Confidential

As Service Desk Lead:

• Revamped the Service Desk's operations, core hours, employee schedules, and updated and changed the Service Desk Standard Operating Procedures manual to reflect current processes and functions.
• Created and implemented the Service Desk Service Level Agreement SLA to be able to set performance metrics that could be measured against work completed by the staff.
• Wrote technical documentation for several clients' custom applications and trained staff members in the use of those systems within the Army.
• Responsible for creating and maintaining new business practices and projects to reflect excellent customer support and remain compliant with Service Level Agreements.
• Reported to the Project Manager and COTR on a weekly and monthly basis to show the performance of the project through Internal Program Reviews using Crystal Reports and HEAT ticketing system.
• Travel to Army Installations worldwide to train and deploy on the HOMES4 GOTS Product.

Confidential

As Helpdesk Support Technician:

• Managed approximately 14,000 user accounts in Windows and Mainframe environments and assist with account access issues, e.g. account lock outs/termination, account creation .
• Accepted trouble reports and recorded basic details of the incident alert specialist support groups and or senior system administrators as necessary.
• Administered and assisted with mainframe maintenance and software patches to maintain and/or improve the efficiency, availability and performance of the mainframe system.

Confidential

As Data Analyst:

• Responsible for the maintaining of the DEA NADDIS Database.
• Accountable for the quality review of documentation for completeness, clarity, and sufficient information for entering into the NADDIS Database.
• Responsible for entering information into the online NADDIS Database to allow access to the information for all DEA agents in the field and the office.

Confidential

As an IT Consultant:

• Assisted in Novell and Windows software issues with personnel dealing with login issues, computer lockouts, temporary passwords, printer problems, and CPU damage on Novell and Windows operating systems for SEIU.
• Assisted in cell phone activation and distribution to personnel, troubleshooting treos and blackberries, and logging in all cell phone and computer equipment related issues SEIU.
• Sent out as an Information Technology consultant through Robert Half Technology to be an IT support consultant for companies, to handle any information technology issues for the time allotted by the company.
• Responsible for transferring calls to the proper Information Technology personnel for Service Employee International Union SEIU