OBJECTIVE

• 18 years of substantial experience and outstanding skills in the information technology industry seeking to utilize my skills to craft solutions to challenging problems related to Information Systems.

TECHNICAL SKILLS

• Citrix
• Norton Anti - Virus
• MacAfee
• Visual Basic
• Ghosting
• Fast Travel Manager
• Active Directory
• SharePoint
• MS Exchange
• Solar Winds
• Crisis Management System
• Password Manager Pro
• Cisco Unified CM Administration
• Crisis Management System Community TMS
• Variphy Insight
• Cisco Prime Collaboration Assurance
• Hardware installation
• Software installation
• Surface Pro Tablets
• IPADS
• Juniper Network
• VPN
• CoreStreet
• Computer Imaging Data backup and Recovery
• DameWare
• Remedy
• VMWare
• Service Now Ticketing System
• Microsoft Teams

PROFESSIONAL EXPERIENCE

Confidential

Responsibilities:

• Classified customer service support for mid-size to large customer community. Accurately help identify, prioritize, and oversee that service requests are logged within the established standards.
• Create & support classified users through Centrix, ARS, Active Directory, Microsoft Exchange/Outlook and Linux.
• Create and managed Mailboxes and Distribution Lists using Exchange Server 2010.
• Assist customers with troubleshooting, setup, and recreating outlook mail profiles.
• Manage & support Network Services with Server Manager, Print Queue Management and Cisco VMPS Administration.
• Primary baseline support for all classified desktop, VoIPs and laptop.
• Install classified hardware and peripheral components like disk drives, VoIP phones, KVM switches, printers, keyboards and monitors while converting cat 5 cabling to fiber optics.
• Perform account creation, reboot, restart, reimage, create, serve as applicable and track and close service tickets.
• Manage resource availability and conflicts for Video Networks, MCU’s, VCS Expressway and TMS
• Ensure compliance with VTC network security policies and procedures.
• Responsible for coordination, scheduling, and troubleshooting classified Video Teleconferences. Proficient with a wide range of communications equipment including Tandberg video conferencing and Questron control panels.
• Maintain a strong knowledge of communication topology, JWICS NOC operations, and specific needs of DOD mission partners.
• Maintain and operate a wide variety of VTC equipment to include cameras, microphones, audio and video playback, recording, and duplication devices using SIPRNet, DISA GVS and JWICS.
• Conducts routine operational tests and fault isolation on AV/VTC systems and equipment.
• Reserve, schedule, and set up audio visual equipment as required.
• Coordinate requirements with customer and distant-end, using the appropriate software to update reservations database.

Confidential - Inovalon Bowie, MD

System Engineering Administrator

Responsibilities:

• Responsible for the functional physical operation of the data center from day to day.
• Find, correlate, prevent and own complex problems from incident to resolution, implementing solutions to keep the business moving while driving root cause analysis to ensure problems do not resurface;
• Perform installation and ensure effective organization and maintainability of all cabling as per industry practices.
• Use and build-out existing and future tools for managing Clients’ infrastructure;
• Perform scheduled and ad hoc system maintenance on Client’s infrastructure;
• Perform preventative maintenance on data center according to schedule and ensure effective working of mechanical building systems.
• Ensure data center assets possess RFID or internal tag tracking information. Remediate where applicable.
• Coordinate 3rd party support service requests to resolution.
• Collect and manage documentation relevant to receipt and shipping of all equipment.
• Administer all emergency backup and ensure no interruptions in operations for same.
• Analyze equipment and perform repair as per requirement.
• Maintain records of warranty for all tools and equipment.
• Perform basic repairs to basic building components in coordination with building staff.
• Maintain workflow and ticketing system.
• Guide all members of the organization as to the policies for use of the Data Center.
• Refine and or develop standard operation procedures for operations.
• Maintain Data Center access logs.
• Implement system firmware updates via maintenance matrix.
• Assist all senior level engineers and perform troubleshoot on all customer issues.

Confidential

Analyst

Responsibilities:

• Actively monitor and troubleshoot network events utilizing SolarWinds, IssueTrak ticketing System 9.9.5, Palo Alto Endpoint Security Manager/Diagnostics, Crisis Management System (CMS), Cisco Unified Call Manager 11.5.1.13902-2 , GEMX, VNC Viewer, Cisco Prime Collaboration Assurance, Secure CRT 6.5, Structure ware Data Center Expert 7.4.3, MCU Gatekeeper (Source Distribution), Link Command System (LCS) control for Redcomm phone bridge, Microsoft Management Console (MMC) user account management, TMS, BRG Clock Manager, Schneider Electric Data Center Expert 7.4.3 and provide updated status on the secure video and data network
• Performs Network Monitoring Services support for DISA and WHCA regarding, communications link data collection, and analyses in order to extract useful information about the status of CMS networks
• Perform scheduled backups on systems as required over SCI, NIPRNet, SIPRNet, and JWICS.
• Actively monitors network events, and provide update status on the secure video (VTC) and data network
• Interprets system alarms and messages and reports all SFTS problems and outages to Program Manager
• Provides CMS Trouble Ticket Management Services by maintaining daily logs, and opening/closing maintenance tickets
• Perform Carrier Loops - assist carrier with looping from SmartJack
• Provides Help Desk services to the CMS Community by providing global system management services as the primary interconnection point between each of the Sites
• Protects levels of confidentiality, integrity, availability, authentication, and non-repudiation through the use of information assurance safeguards and operational procedures
• Performs Ticket queries and submittals that include extended ticket searching processes to sort and browse historical archive data
• Provides Information Assurance Services through monitoring Anti-Virus Services to protect the CMS systems from viruses, worms and other malicious code Provides Intrusion Detection and Response Services support
• Coordinates systems maintenance schedules and directory assistance
• Manages the configuration and change request process to CMS services
• Maintains COMSEC, OPSEC and site physical security
• Perform OTAR “Over The Air Rekey” rekeying a remote Taclane from GEMx
• Update Taclane database spreadsheet that maintains Taclanes in the field
• Experience in VMWare VDI administration using VMware Horizon View.

Confidential

Sr. Desktop Support Technician

Responsibilities:

• Worked and solved tickets through Remedy ticketing for VIP users End users at the United States Agency for International Development ( Confidential ).
• Used remarkable verbal, and customer service skills, to communicate remedies over the phone to the client to solve software and applications problems.
• Added users to network printers and setup desktop printers and scanners.
• Setup users desktop, tablets and laptops by putting them in the right OU, updating them with the latest firmware and security updates.
• Added and adjusted customer s info in Active Directory.
• Added software to user s PC s. Patching out of compliance PC s.
• Assisted users with office moves. Setting up SIPR and NIPR desktops.
• Troubleshoot user s issues associated with desktop, laptop and tablets in NIPR and SIPR environment.
• Resolved escalated incidents. Oversaw aging tickets and techs daily ticket output.
• Imaged laptops for traveling and in - house users, using the ghost cast.
• Installed software for users on their laptops. Troubleshoot Microsoft Office issues.
• Assisted with walkup users with issues ex. (Locked out of laptop, replacing CAC readers and any peripherals.)
• Helped end user establishing VPN connections and troubleshoot them thru Citrix and the Juniper Network.
• Disabled email accounts and active directory accounts of users fired of resigned from the agency.