TECHNICAL SKILLS

• Python, HTML, SQL, PowerShell
• Active Directory, Jamf Pro
• Database modeling and creation
• Windows 10 and Mac OS system administration, configuration, and troubleshooting
• Microsoft Office including administrator applications; SharePoint
• Systems Integration
• BMC Remedy, ConnectWise, and Easyvista ticketing applications
• Ellucian Banner and Duo administrator noledge
• Adobe Suite

PROFESSIONAL EXPERIENCE

Confidential, VA

System Administrator

Responsibilities:

• Provide system administration services in support of JSP and the Department of Defense
• Manage and oversee the overall activity of DoD devices and users through Active Directory / Jamf Pro
• Configure and maintain server connections / tokens for both new and current devices.
• Manage log reports and utilize administration records for troubleshooting broad issues affecting numerous users
• Develop and implement plans for upcoming policy changes, technology upgrades, and procedure adjustments
• Create and maintain documentation for end user operating procedures / SOPs
• Provide onsite support and maintenance for select users when necessary
• Create and update inventory records when departments are assigned or dispose of devices

Confidential, VA

Client/Server Support Analyst

Responsibilities:

• Resides on a team in charge of migrating computers and servers under JSP for the Department of Defense over to newer hardware and software
• Leads a team in charge of the mitigation of vulnerable threats on DoD networks.
• Utilize Active Directory to gather data on machines/users and move machines to their necessary OU
• Assist in the creation / management of databases and other collections of data
• Provide over the phone, in person, or remote support to deployment technicians for desktop, network, software or peripheral troubleshooting
• Break/fix repair, configuration, upgrades, and installation services for desktop PC's and laptops
• Provide Asset Management operations support
• Maintain an IT Asset inventory of all hardware (servers, network equipment, desktop/laptop, printers, VOIP phones, printer toner, spares, etc.) and software versions and licenses located throughout the client's headquarters
• Project lifecycle replacement for SIPR/NIPR/infrastructure systems and any required purchases

Confidential, VA

Configuration Management Specialist

Responsibilities:

• Member of Hardware COTS Infrastructure CM team providing services for the Department of State.
• Work wif other team members to provide SharePoint continuity across all teams involved in the baseline process.
• Track, control, audit and report on IT configuration changes and related activities, including inventory of COTS/GOTS hardware and software media.
• Work wif other team members to provide SharePoint continuity across all teams involved in the baseline process.
• Help guide engineering and other teams through approved change and configuration management processes.
• Facilitate change requests for the product catalog of the Department of State.
• Coordinate tickets dat cross organizational boundaries to ensure customer satisfaction
• Assigns tickets which are out of scope to Service Desk/Other Teams.
• Leads the formulation and implementation of innovative techniques for achieving and maintaining a high level of customer satisfaction in conjunction wif organizational effectiveness.
• Refers customers to appropriate resources for response to inquiries or resolution of problems.
• Manage software image/media library and fulfill approved media shipment work orders
• Assist in developing and maintaining CM processes, policies, Standard Operating Procedures (SOPs) and other documents.
• Support end users on approved CM policies, procedures and activities.

Confidential, VA

Network Support Branch

Responsibilities:

• This position was in tandem wif my IT Engineering networking class.
• Duties were similar to dat of my resident technician position, however, mainly over the phone support of network issues and handling specific network issue tickets.
• Worked wif a team of other classmates in tandem wif GMU’s IT department to resolve frequently encountered network issues students and staff were facing throughout campus.
• Assisted in creating documentation and guides to reduce the number of network issues encountered by students.
• Received and resolved escalated network issues from the GMU ITS Support Center.
• Involvement on SharePoint migration projects.
• Partook in interviews to gain an understanding of the business to apply to consulting.
• Discuss strategies of the business and models for improvement.
• Made recommendations for improvement in business operations.

Confidential, VA

Resident Technician August

Responsibilities:

• Troubleshoot network and software related issues experienced by students and staff.
• Diagnose and resolve issues wif internet security and authentication protocols.
• Demonstrate functional noledge of the Mason network infrastructure, including wired, wireless, Residence Halls and Eduroam.
• Utilize SSH and SFTP to check permissions and interact wif remote file locations.
• Troubleshoot remote server storage issues encountered by students and staff.
• Basic understanding of network devices such as servers, routers, switches, associated software tools, and cabling in a large LAN/WAN environment.
• Experience in configuring and troubleshooting collaboration and productivity software including Gmail, Microsoft Office, Slack, etc.
• Create tickets after receiving calls and proceeding to resolve the issue over the phone or scheduling on - site visits for additional troubleshooting.
• Ellucian Banner (database system) management.
• Corresponding wif students and staff via email or live chat support for troubleshooting assistance.
• Office 365 Administrator

Confidential, VA

IT Support Team Member

Responsibilities:

• In charge of the migration of physically stored data over to company Sharepoint sites.
• Resolve client issues regarding computer hardware or software, either remotely or on site.
• Use of CRM software to connect wif clients, document issues, and remotely control client hardware.
• Installation and support of network communications systems.
• Knowledge and understanding of IP network/subnet addressing.
• Configure switch ports, operate test equipment, and use diagnostic software to perform individual tests as well as ongoing performance testing.
• Onboard clients wif company software, perform initial setup of computers, and troubleshoot any following issues dat may occur.
• Diagnose computers and replace hardware requested by clients.
• Receive inbound office phone calls or emails, and document information following requests.
• Visit client sites for pickups or deliveries, in addition to troubleshooting issues at the location.