TECHNICAL SKILLS

• Group Policy
• DNS
• DHCP
• PowerShell and LDAP
• Exchange 2010
• Lync 2013 and Blackberry Exchange Server (BES)
• Cisco routers/switches: VLANs
• Port Security
• VPN and VOIP phones
• Proxy servers firewalls web applications spam filters and Load Balancers
• ESXI hosts vCenter migrating and provisioning
• SSO
• View Administrator
• VDI Machine Mngmt vSphere Client thick & thin
• Trend Micro Deep Security Manager
• System Center Configuration Manager & Shavlik Protect
• Nexpose Security

PROFESSIONAL EXPERIENCE

System Administrator

Confidential, Bowie, MD

Responsibilities:

• Driving root cause analysis utilizing patch management tools likeWSUS, SCCM, & Shavlik Protect;
• Trend Micro Deep Security deployments, monitoring & management… vShield Endpoint, Deep Security Appliance (DSA) & AVVA VM configure/deployment/activation, VMware Tools installation/updates;
• Provide security scanning and analysis through Nexpose Security and Shavlik Protect;
• Find, correlate, prevent, and own complex problems from incident to resolution;
• Implementing emergency fixes;
• Develop and execute solutions to problems backed by thorough testing and engineering analysis;
• Develop, gather, and leverage metrics to prevent and uncover problems in the server fleet;
• Leverage tools and technologies to optimize systems by squeezing out every clock cycle, IOP, and bit;
• Investigate, design, and implement best - in-industry, innovative technologies;
• Expand the Client’s infrastructures through robust, scalable solutions;
• Supply Active Directory administration, structure, permissions, and best practices

Sr. System Administrator

Confidential, Bowie, MD

Responsibilities:

• Driving root cause analysis utilizing patch management tools likeWSUS, SCCM, & Shavlik Protect;
• Trend Micro Deep Security deployments, monitoring & management… vShield Endpoint, Deep Security Appliance (DSA) & AVVA VM configure/deployment/activation, VMware Tools installation/updates;
• Provide security scanning and analysis through Nexpose Security and Shavlik Protect;
• Find, correlate, prevent, and own complex problems from incident to resolution;
• Implementing emergency fixes;
• Develop and execute solutions to problems backed by thorough testing and engineering analysis;
• Develop, gather, and leverage metrics to prevent and uncover problems in the server fleet;
• Leverage tools and technologies to optimize systems by squeezing out every clock cycle, IOP, and bit;
• Investigate, design, and implement best-in-industry, innovative technologies;
• Expand the Client’s infrastructures through robust, scalable solutions;
• Supply Active Directory administration, structure, permissions, and best practices

Network Administrator

Confidential, Washington, DC

Responsibilities:

• Managed, secured and maintained the banks’ critical server and networking infrastructure ;
• Coordinated special projects: LAN/WAN expansion, network wiring plans, hardware/software purchases;
• Administered enterprise level Exchange 2013 mail system and Active Directory infrastructure;
• Built, configured, and maintained Server 2012(R2)/2008(R2) for Lync 2013, File and Print Servers, FTP and performed client and enterprise server backups and recovery using NAS and RAID technologies;
• Highly skilled in Active Directory tools: DNS, DHCP, GPOs, account management;
• Oversaw the day-to-day network monitoring operations, data access privileges, and ticket management;
• Installed system patches via WSUS and perform vulnerability scans, STIGs for system compliance;
• Provided expertise for Virtual environments including VMWare, Citrix/Wyse, Citrix clients and VPNs;
• Managed VOIP communications;
• Provided Tier II/III support to enterprise users

Office 365 Onboarding Engineer

Confidential, Redmond, WA

Responsibilities:

• As an Onboarding Engineer I was responsible for providing the technical aspects to O365..
• Assisted Office 365 customers with the configuration of onboarding tools and the core Office 365 Services technologies via phone or email:
• Exchange Online, Office 365 Enterprise, Office 365 ProPlus, OneDrive for Business, Power BI, Project for Office 365, Project Online, SharePoint Online, Skype for Business Online, Yammer Enterprise
• Verified/Validated/Adjusted DNS records (A, CNAME, MX, Autodiscover, etc.)
• ActiveDirectory with Azure Active Directory Connect, and Federated settings

Help Desk Analyst/O365 Admin

Confidential, Silver Spring, MD

Responsibilities:

• Administered a large Active Directory Forest, domains, child domains and trusts;
• Utilized Remote Desktop Connection, DameWare Mini Remote Control and SpiceWorks;
• Lead and completed migration project of Office 2013 & Office 365;
• Migrated from Exchange 2007 to Exchange 2013 ;
• Troubleshot operating system and hardware issues on desktops, laptops and servers with-in a Windows/Mac environment;
• Managed virtual machines for both the servers and virtual clients;
• Created images and migrated systems from XP & Vista to Windows 7;
• Responsible for Kaspersky Security Center to include: Kaspersky Endpoint Security 10, deployments and software updates, Policy development and maintenance, Kaspersky Anti-virus, KSC & Computer management and monitoring;
• Maintained incident tracking system from input through resolution in the web-based ticketing system.;
• Provided Tier II/III support to enterprise users;
• Managed PBX and VOIP servers through Cisco Unified Communications Manager

Network System Administrator

Confidential, Laurel, MD

Responsibilities:

• Provided Tier II/III support to the enterprise for several contracts spanning across offices in multiple states;
• Configured Server 2003/2008 Standard & R2, Exchange 2010, Lync 2010, Domain Controllers, DFS and PBX servers;
• Managed Active Directory including Forest topology design, Group Policy design and Domain OU structure;
• Installed, monitored, and maintained servers, build-out desktop and image creations, and ensure updates;
• Configured Cisco switches/routers, VLAN, VPN, DHCP and Proxy setting;
• Used KVM, Remote Desktop and software such as Spiceworks and TeamViewer to provide remote services;
• Wired closets and switches by pulling cable for networking, punching down blocks, patching panels and RJ45 wall outlets

System Engineer

Confidential, Gaithersburg, MD

Responsibilities:

• Analyzed various customer requirements and provide demonstrations and solutions to fit a client’s needs;
• Performed out-of-the-box implementation and customization to a suite of CA products such as DLP, Service Catalog and CA Service Desk, implement or transition from XP to Windows 7;
• Conducted the integration of Service Desk with CA CMDB & Spectrum;
• Installed and configured CA WILY Introscope Java and various agents and monitored ongoing metric changes, created custom dashboards, triaged problems, designed alerts and reports;
• Used VPN software such as TeamViewer and myAT&T and RSA SecureID generators;
• Created and managed virtual machines for users and for the use of staff training;
• Provided helpdesk support to the local office staff

Senior Technical Helpdesk Support Specialist

Confidential

Responsibilities:

• Provided first and second level helpdesk service to Confidential staff through telephone, remote assistance, and hands-on support to resolve hardware and software related issues;
• Device re-builds, deployments, software and hardware installations, modifications, upgrades and repairs;
• Imaged pc’s and laptops through the use of Norton Ghost with XP and Windows 7;
• Utilized CA Service Desk ticketing system to record, track and update customer issues;
• Implemented and virtually managed Cisco VPN software on workstations

Senior Technical Helpdesk Support Specialist

Confidential, Washington, DC

Responsibilities:

• Used Remote Desktop Protocol, VMware VDM, DameWare and other tools to provide Remote Access resolution and virtual machine management;
• Implemented virtual machines, software installations, modifications and repairs;
• Offered Tier 3 level support and troubleshooting techniques for hardware and software related problems;
• Recorded all incident information in detailed format via EAMS (Remedy);
• Conducted follow-up on escalated incidents within the Service Level Agreement;
• Troubleshot various software proprietary to the USPTO including Windows, Black Berry & PDA configurations, and support to PALM devices

Technical Operations Engineer / Helpdesk Support

Confidential, Fairfax, VA

Responsibilities:

• Provided off-site Tier 2 helpdesk support for hardware and software issues including systems and network administration, equipment evaluations and upgrades;
• Supplied technical support through VPN technologies like GoToMyPC to a demanding and diverse range of customers from different industries in real-time, over the phone and through remote desktop tools;
• Worked with Tier 1 to ensure changes to documentation were adhered to and implemented in a timely fashion and also ensured the escalation process was strictly followed when triaging issues;
• Created virtual machines and provided user access through the use of token ID generators;
• Maintained various Norton Ghost images to image workstations at separate client sites;
• Closed escalated trouble tickets for through a customized CRM and Clarify;
• Used knowledge of email fundamentals as it related to the PC and Windows while supporting Microsoft software products and 3rd party vendor software applications;

Technical Helpdesk Support Analyst

Confidential, Fairfax, VA

Responsibilities:

• Troubleshot various versions of Windows, Outlook, and Internet Browsers;
• Supported SecureID and Cisco VPN access for remote users throughout the country

Technical Helpdesk Support Analyst

Confidential, Rockville, MD

Responsibilities:

• Advised and developed documentation on products and systems for use by MRIS staff and customers including items related to Fax on Demand, the website and other communication methods;
• Provided technical assistance and software support remotely using GoToMyPC and phone support;
• Troubleshot Windows, Outlook, Internet Browsers, TCP/IP, VPN and other customized software

PC Helpdesk Team Lead

Confidential, Arlington, VA

Responsibilities:

• Maintained The Pentagon Renovation Task Force (PenRen) Post Move database for all DOD Agencies;
• Deployed, implemented, and configured Windows 98, NT 4.0 2000, XP;
• Assigned login names and set up user accounts through AD;
• Troubleshot network related problems i.e. TCP/IP, Intranet, DNS, and printers

Desktop Support / Helpdesk Support

Confidential, Beltsville, MD

Responsibilities:

• Involved with the migration and configuration from Win95 and NT 4.0 to Windows 2000 and XP