SUMMARY:

Focused and adaptable IT professional with over 5 years of experience with MCEN and NMCI/NGEN. In - depth knowledge of network security, quality, and IT principles and practices. Well organized, results driven individual with proven ability to implement standards, procedures and processes that improve business functionality. Solid management skills, capable of leading and motivating individuals to maximize levels of productivity, while forming cohesive team environments. Exceptional communicator focused on building strong client relationships.

PROFESSIONAL SKILLS:

Problem & Conflict Resolution

Bilingual Spanish / English

Proficient Writer / Speaker

Cisco Routing and Switching

AWS / Azure / OCI

Strong Analytical Skills

Application Troubleshooting

Proficient Multi-Tasker

Windows Server 2012 R2

Exchange 2013 / Linux

Highly Organized / Adaptable

Reporting / Compliance / Audit

Remedy / JIRA / ServiceNow

PROFESSIONAL BACKGROUND:

Confidential

AWS Administrator

Responsibilities:

• Incident Management, Change Management and scheduling. Maintain and support the availability of AWS GovCloud environments and its applications including monitoring and reporting of basic functionality. Provides support for Compute, Network and Infrastructure across AWS and AWS GovCloud environments.
• Ticket creation and incident management for maintenance and troubleshooting through the use of JIRA/Confluence and remedy. Following up with incidents and maintenance requests for proper documentation of the ticket and daily reporting.
• Debug AWS issues including compute, network, storage, RDS, etc., and debug operating systems issues on Linux and Windows. Modifies compute, networks, and/or storage parameters and any other AWS related offerings as needed to fulfill program needs.
• Managing technical bridges for troubleshooting of applications and services hosted in the AWS environment. Works on cross functional self-organizing teams as needed to collaborate in solving IT issues or implementing solutions to program requirements.
• Working closely with DevOps and the government to facilitate successful resolution and open communication of incidents and maintenance within the environment. Provides guidance and mentoring to less-experienced staff members.

Critical Situation Manager

Confidential, Norfolk, VA

Responsibilities:

• Responsible for taking the initiative to drive resolution for critical enterprise issues and all NOC services restoration efforts from beginning to end under the purview of the 24/7 Watch using shift and outside resources and through the use of HP Service Manager and Incident Web.
• Working closely with numerous teams to troubleshoot VPN, LAN, and WAN issues and outages, domain controller issues, updates, and configurations. Assist in testing end user clients in a production environment, configuration of policies within software and applications, and installment and configuration of applications.
• Charged with managing technical bridges and pulling in the necessary teams to conduct troubleshooting of high-level issues across the NMCI/NGEN. Is also responsible for maintaining a high awareness of issues, including daily oral and written briefs to leadership as issues develop and provides coverage of the 24/7 in the case that the Enterprise Operations Manager is unavailable.
• Responsible for Critical Incident Response Management, ensuring the diligent tracking and monitoring of events and high-level incidents that affect server and service health across the Enterprise, enforcing adherence to SLAs, and reviewing timely and accurate documentation of outage details and incident response actions taken to resolve the outage.

MARFORCOM G-6 Service Desk

Confidential, Norfolk, VA

Responsibilities:

• Mid-level IT Service Desk Manager leading and training 17 Marines and 4 contractors in support of the entire Confidential to include 4 subordinate commands.
• Working knowledge of USMC NIPR & SIPR remedy ticket system and held the technicians accountable for resolving issues within a 7 day time frame. Oversaw a region-wide technical refresh to Windows 10 v1703 via SCCM.
• Tested and troubleshot NIPR & SIPR assets remotely and on-site to promptly resolve customer service issues and requests, documented and assisted in the resolution of over 900 tickets, while working closely with the R-NOSC LANT for monitoring of high-level issues.
• Held a MCEN-N/S .MIT admin account over all 24 US Marine Corps East Coast base OU’s as a contingency plan in the case of a government shutdown. Created user accounts and emails, and administered permissions to users remotely via Windows Server 2012 R2 and Microsoft Exchange 2013.

Confidential, Cherry Point, NC

Cyber Network Operator

Responsibilities:

• Configured 2 routers, 4 switches, and 4 servers with Windows Server 2012 exchange and Active Directory for creation and provisioning of over 150 user accounts.
• Created operating procedures for users to follow for submission of proper paperwork and Help Desk creation of accounts.
• Supported a II MEF exercise that included over 50 users and a 2 Star General. Configured 2 routers, 5 switches, and over 25 phones.
• Assisted in the installation of exchange and active directory to servers for creation and provisioning of over 100 accounts & e-mails.
• Implemented DISA STIGs on the network with the supervision of a MSgt (E-8).
• Participated in company exercise by assisting in setting up a main site with two small sites by configuring 2 routers, 2 switches, 10 phones, and running Ethernet and fiber to and from each site.