PROFESSIONAL EXPERIENCE

ConfidentiaL, Washington, DC

IT Lead Analyst/FOIA for FAA

Responsibilities:

• Perform the receipt, entry, distribution, and tracking of FOIA/Privacy Act request.
• Generate and update reports as required to include weekly report of number of cases entered in log.
• Create, update and manage consult letters between various entities.
• Search relevant systems and identify associated records that apply to the request.
• Keep up with changes in the standards and technologies within the agency.
• Give direction, guidance and training.
• Review documents for accuracy and quality.
• Manage project SharePoint site.
• Provide direction and guidance on various IT related issue to team and senior management.
• Develop and execute company policies.
• Delegate tasks and follow progress.
• Keep the team up to date on changes in the procedures, technologies and methodologies.

Confidential

IT Business Analyst

Responsibilities:

• Analyzed and assess current processes to define and document improvements for Tier II Application Support.
• Developed data extractions reports from request or requirements stated by USPS.
• Recommended method and procedural changes.
• Developed a strong understanding of client objectives and assesses their business strategies and needs in relation to their objectives.
• Developed and document best practices and operational procedures for IV Tier II Application Support Helpdesk.
• Acted as a liaison between technical teams, senior management and the business community.
• Developed business requirement documentation for IT projects.
• Received project priorities and product requirements from product management.
• Assisted Project Manager with Risk and Issues register.

Confidential

Sr. Network Technician

Responsibilities:

• Assisted in performing network performance analysis on a wide area network utilizing various monitoring tools.
• Communicated with vendors, customers, management and senior network staff to facilitate and resolve network problems.
• Followed documented support procedures, to manage each issue through resolution to meet established service levels.
• Served as main point of contact for customer’s network related issues.
• Troubleshoot malfunctions of network hardware and software applications, to resolve operational issues and restore services.
• Opened, updated, and closed trouble tickets, initiate fault remediation bridges and create and distribute network status updates as needed to resolve both basic and complex network faults
• Document network outages, update procedural documents, and follow all established SOPs.
• Assisted in the development of guidelines and procedures for administration and security best practices.

Confidential

Application Support

Responsibilities:

• Provided Tier II application support for Federal Information Processing Standards (FIPS)
• Analyzed, diagnosed, and resolved problems across a portfolio of proprietary USCIS legacy applications.
• Analyzed complex inquiries through use of personal knowledge of the particular functional subject matter Augment knowledge with reference materials as needed.
• Assisted in creation of application troubleshooting documentation.
• Responded to client service requests that range from ad - hoc reporting using SQL Server Reporting Services to system enhancement requests requiring opening a ticket for system development.
• Updated USCIS application data using pre designed SQL Queries.
• Provided response and take appropriate action to resolve issues. In very limited cases escalates to a higher level if needed.
• Initiated research and develop content to contribute to a shared knowledge database to facilitate response consistency and to document more complex issue resolution.
• Monitored customer inquiries for a specific functional area, tracks progress and resolution of escalated inquiries Assists less experienced staff in developing appropriate responses.
• Ensured management awareness of problems that are severe, repetitive or exceeds performance or service level targets.
• Conducted quality review of all functional area trouble tickets and provides additional staff training if required Consults with management and/or business organization management to develop/implement appropriate response/resolutions for more complex issues,
• Point of Contact during non-business hours to provide emergency response to critical systems.

Confidential

Tier II Data Center Technician

Responsibilities:

• Provide second-tier support to end users for PC, server, mainframe applications, network monitoring and hardware.
• Interact with network services, software systems engineering, and applications development to identify correct core problem and restore service.
• Recommend systems modification to reduce user problems.
• Resolve technical problems and answer queries by telephone and email.
• Monitor, view and respond to data center infrastructure environment that has high availability and short response time requirements.
• Escalate complex problems to senior level.
• Control mainframe console and responsible for IPLing systems to apply updates/patches.
• Monitored z/OS UNIX console for Department of Justice Financial system.
• Started daily back up jobs and worked in IBM silo to send back up tapes off site.
• Worked with offsite administrators to start and stop jobs.
• Monitored daily batch processing and reported issues to engineer on call.
• Implement Firewall and DNS changes in Blue Coat.
• Maintain logbooks or records for job runs.
• Perform maintenance tasks such as, back up tapes, upgrading software, reboot servers when requested by senior engineers and other basic maintenance.
• Work with Intrusion Detection System (IDS) to monitor network security.

Confidential

LAN Technology support specialist

Responsibilities:

• Provide hardware and software support to 3000+ users
• Manage user account on active directory and Novell
• Utilize collaboration tools i.e. Sametime
• Remote access administration
• IBM Lotus notes administration
• Perform software install pushes using remote access tools

Confidential

Help Desk Analyst

Responsibilities:

• Assisted HUD Industry Business Partners and employees with HUD applications such as IBM Mainframe, TRACS, MDDR, REMS, APPS and EIV
• Respond to users questions via telephone and e-mail in a timely and professional manner
• Issue ID’s and Password for proprietary HUD applications
• Escalate unresolved issues to Tier III tech support using Service Desk
• Manage new accounts

Confidential

Web Support SpecialistChantilly, VA

Responsibilities:

• Responsible for providing level 1 and level 2 support of external web applications used for Credit Monitoring Service (Identity Guard)
• Maintain clear, concise and timely communications with affected parties during investigation and resolution of any individual or system-wide outage.
• Work with various web protocols and browsers.
• Provide technical training to new employees.
• Conduct software testing and troubleshooting of products for functionality
• Work closely with developers to perform bug analysis

TECHNICAL SKILLS

• Microsoft Word, Access, Excel, PowerPoint, Remedy, UNIX, Pivot, Safeboot encryption. Console One, Active Directory, HFNetChk, System Center Configuration Manager (SCCM) 2007, System Center Operations Manager (SCOM), DHCP, DNS, Server Management, Lync
• SQL Server, SQL queries, Relational Database
• Blue Coat firewall, Checkpoint systems
• Various Kali Linux penetration testing tools
• Operations Manager, Lotus notes administration, IPCC (cisco phone systems)
• Familiar with ITIL
• HP Open View
• Printers, Media devices, i.e. speakers, video cards, Modem,
• Cisco Routers, Wireless Router, switches, BGP, OSPF, VLANs, Various network monitoring tools i.e Tivoli netcool
• Experience with various network packet capture/analyzers i.e. Wireshark
• Experience in Operating Systems range from DOS, Windows NT, Windows XP, Vista and Windows 7
• Familiar with UNIX.
• Experience working with various enterprise monitoring tools i.e. BMC, Xymon, Gasper, Tandem