OBJECTIVE

Seeking a position in Information Security/Cyber Security

EMPLOYMENT BACKGROUND

Confidential

Cyber Security Specialist

Mid Monitor the infrastructure and network, responding appropriately to alerts and events. Respond to incidents from triage through resolution, including escalations, where appropriate. Respond to infrastructure repairs, including directing remote activities to maintain operational effectiveness for services. Provide root cause analysis documentation in accordance with Government procedures. Provide data center support where appropriate. Document daily shift activities in appropriate reporting and ticketing tools and ensure proper pass down of any outstanding issues. Provide incident notification to Government representatives.

Confidential

Desktop Support Associate

Supported users from the Navy and Marine Corp. NMCI by rendering prompt, responsive answers to end-users' IT challenges, and getting users back to work quickly. Provided Tier I support to users issues and problems providing a personal touch by arriving at a user's desk to troubleshoot and analyze software and/or hardware problems to include software applications, operating systems, printers, and network connectivity. Provided a wide range of operational support of installation and updates of desktop computer systems, computing devices, peripherals, adds computers to the network domain, to meet customer requirements. Provide Share Point support to add portable computers to inventory. Utilized Remedy ticketing system for tracking computer problems and repairs and Active Directory for user and computer issues. Provided technical support to several thousand users across the DC metro area . Troubleshot minor problems and escalated complex issues to higher level as needed. Coordinated and worked with system administrators on various issues and projects including, but not limited to, disk storage, server access, printer configuration, and user account administration. Provides written reports of Root Cause Analysis RCA for each problem or issue. Evaluate all incidents, problems, and change request received to ensure accuracy.

Confidential

Consultant / IT Support Manager

Currently serve as a Technical Project Manager for Inverness Technologies by applying skills, knowledge, tools and techniques to project activities to meet project requirements. Responsible for driving client implementation projects while developing key project deliverables. Participate in project definition, scoping, staffing, and pricing activities. Responsible for the overall management of the various Helpdesk operations consisting of 2500 clients . Develop training frameworks and programs to help the staff keep updated with new industries practices . Analyze helpdesk operations and make necessary changes as needed. Develop and implement effective problem management, SOP, and resolution processes to meet agency SLA timelines based on BMC tickets and weekly reports. Develop, implement, and management of software patches and updates to agency workstations and laptops via SCCM and Desktop Manage Engine. Contribute to project scoping, including requirement assessment, best practices, application design and development, methodologies, and budget recommendations. Collect, assess, and publish all relevant project documentation to client's satisfaction. Review SOW/RFP/RFI and provide estimates and work break down structure for various project activities. Schedule and conduct regular team meetings to maintain communication channels and control schedules, scope, and outstanding issues. Work collaboratively with clients on all project issues including objectives, status, reporting, communication, risk, and scope management. Oversee and track project costs and communicate variances to the baseline with key stakeholders.

Confidential

Service Desk Lead Manager

Served as the Senior Non-Commissioned Officer in Charge of a 40 member team of computer technicians, both military and civilian, conducting new personnel interviews. Provide functional and technical direction in the design, development, acquisition, production, fielding, and post deployment support of government programs. Plan, implemented and supervise Windows XP migration to Windows 7 agency wide. Responsibilities included regularly briefing the Officer in charge of any problems, Incidents, or mishaps including security violations and incident reports. Responsible for overall Helpdesk support for 2,700 users within the Pentagon and surrounding warehouse structures. Introduced ITIL best practices for IT support, explaining rationale for changing/improving processes, and demonstrating advantages. Overcame staff reluctance to embrace change, and obtained staff buy-in. Improved actual and perceived service quality through establishing use of ITIL-based service level agreements SLA between IT and end-users therefore reducing time-to-close by more than 50 and backlog by 200 Reviewed and developed IT Support Team Service Advisories and proposed Service Desk communications through various media. All Advisories were communicated effectively and edited to ensure information was clear, concise and accurate. Provided technical information in written form made understandable by no-technical personnel. Provided all Advisories to appropriate personnel for review prior to disseminating information to personnel. Monitor, report and updates all problem status to clearly identify all problem stage. Represented Site Lead on teams, committees and conferences when needed.

Confidential

Sr. IT Project Manager/Customer Support Manager

Provide overall technical direction and oversight of programmatic activities. Specifically responsible for providing project management and network engineering support on government subcontracts associated with Department of Defense DoD and Department of Homeland Security DHS . Primary focus is on deployment of complex/large projects, bucket project management, large rollouts and vendor management. Provided support in developing a COOP while supporting the USPTO. Defined project tasks and/or requirements through planning, implementation, evaluating, monitoring and reporting status of each project and tasks. Used IT Infrastructure Library ITIL model for Process Improvement, Problem management and Incident Response of problem notification requires. Provided timely communication and followed up to each request. Provided system modifications on new systems hardware prepares test analysis. Developed user documentation, manuals, training guides. Internal documentation of processes, policies and procedures. Helped authoring, web-based documents. Technical editing. Indexing. Research, interviewing, and authoring for whitepapers and presentations. Research of complex issues, culminating in crafting of thoroughly documented research papers. Developed reports and presented findings to all communication related issues. Coordinates with the Problem Management team to ensure that the notifications follow a standard structure and are updated routinely. Ensured government customer satisfaction through effective leadership, responsiveness, and creativity. Directed and oversaw multiple PMs and/or team leads on complex projects. Established ITIL process standards that explicitly acknowledged the cultural needs of the QualTech's culture.