SUMMARY

• Over 13 years of Systems experience in multi - platform environments; Proficient in hardware and software installation, configuration, network security administration and FISMA compliance requirements.
• Experienced in systems project management, optimization, security monitoring, data migration and restoration; digital document storage; workflow and inventory management.

TECHNICAL SKILLS

Operating Systems: Windows Server 2019, 2016, 2012, 2008; Windows 10, 7; Red Hat (ver. 5,6 & 7), Suse, Centos, Ubuntu; Apple OS X; iOS and Android mobile OS.

Technologies: Microsoft Deployment Toolkit (MDT); Office 365, Exchange 2010, 2007; Microsoft SharePoint 2013; Active Directory; SCCM; Python; PowerShell; IIS; Apache web services; VMware; Amazon Web Services (AWS); Citrix XEN Server; CommVault (Backup Recovery Solution); VOIP technologies (Skype, Microsoft Teams, Zoom); Clarizen, Remedy, JIRA and Service Now (Project Tracking Software's).

Hardware/Security: Dell PowerEdge, PowerVault; HP ProLiant, Apollo; RSA SecurID; Barracuda Web Security Flex; Sophos Safeguard Encryption; Forcepoint Web Security; BigFix Endpoint Management; TrendMicro Security; Symantec Endpoint; Cisco ASA; Webroot Secure Anywhere; Kaseya.

PROFESSIONAL EXPERIENCE

Confidential, Bethesda, MD

Systems Engineer

Responsibilities:

• Managed EUC virtualized and physical Windows 7 and 10 test laboratories. Responsible for scheduling and creating OS dev environments, according to variables provided by project managers. Focus was to identify break/fix changes ahead of approved software and hardware production deployment.
• Responsible for cataloging lab test results, which are escalated to EUC engineering for remediation.
• QA functionally testing of all core and optional business certified software, ahead of Windows 10 and Office 365 infrastructure wide deployment and migration.
• Administration of users, groups and computers within Active Directory.
• Maintained and imported SCCM driver packs into MDT, for imaging validation as new hardware are introduced into the infrastructure.
• Validated hardware drivers for Windows 10 and 7 accreditations.
• Assisted with overflow support of imaging user computers to new Windows 10 OS, prior to enterprise-wide deployment.
• Assisted and mentored Tier 1 technicians on resolving hardware, software and network environmental issues, reported by end-users.
• Created and managed long & short-term projects, which adhered to targeted milestones and deadlines.
• Managed departmental approved software plus hardware procurement, testing and security certifications for departmental uses and BigFix deployment to enterprise systems.
• Managed VOIP integration to Skype for Business / Microsoft Teams and liaised with vendors to complete multi-room web conferencing build-out. Responsible for multi-conference room support of and administered training to clients on conferencing technology adoption.

Confidential, Washington, DC

Systems Administrator III

Responsibilities:

• Provide Tier 3 infrastructure support to 200 users and 30+ servers, while managing tasks and requests through Clarizen ticket management system.
• Built, maintained and deploy images via Microsoft Deployment Toolkit (MDT) to Confidential employee workstations.
• Coordinate and implement weekly system maintenance to include Microsoft KB updates, software versioning upgrades, and performance tuning/testing.
• Windows Server Administration - install, configure and provide support to IT system hardware and software components in day-to-day operations; maintain virtual machine environments using VMware administration tools.
• Partnered with vendors to configure, diagnose and resolve issues related to Cisco network switches and routers; maintained wireless access points including load balancing.
• Perform routine system monitoring (PRTG, SCOM) to ensure the availability of all infrastructure hardware, server resources, systems and key processes, analyze system and application logs, and verify completion of scheduled jobs.
• Investigate and troubleshoot all hardware and software failures, respond to alerts, client notifications and vendor escalations.
• Manage and maintain backup servers for Disaster Recovery (restoring systems and files), asset management databases for hardware inventory and software licenses; firewall configuration and intrusion detection.
• Active Directory Administration - Manage user entitlements (account activation/deactivation), user group maintenance, user data restoration and monitor for account dormancy.
• Responsible for supporting Microsoft Lync/SMARTboard for video conferencing and trained staff on its integration and daily use.

Confidential, Washington, DC

Systems Administrator II

Responsibilities:

• Managed the daily IT operation and maintenance of 50+ Windows and Red Hat virtual workstations and physical servers, including the infrastructure for office locations in Colorado, Washington DC Metro area and Virginia.
• Install and configure operating systems (Windows, OS X, Linux), built and deploy system images to client workstations; mounted and configured network attached storage device arrays and RAID controllers.
• Coordinate and apply OS, group policy and software updates.
• Administered Citrix XenApp/XenDesktops and their applications to ensure critical sustainability and availability for 500+ clients.
• SharePoint 2013 upgrade from version 2010. Administered site design, built, adjust file storage limit and migrated prior versioning file data.
• Documented new process to add user accounts and assign group rights using Microsoft Active Directory for subordinates.
• Managed network analysis (performed transmission speed tests and load balancing configuration), troubleshooted reported outages and recommended procurement, removals, and modifications of network assets across locations.
• Configure network hardware (servers, routers, switches and firewall) to ensure security compliance.
• Oversaw VOIP systems migration project by partnered telecom provider, supported and maintained system-uptime for Cisco and Polycom branded devices.
• Monitored Remedy and Spiceworks ticketing system, providing technical guidance and recommendations to resolve Tier 2/3 issues within business specified SLA.
• Created and maintain documentation for all new processes, including application deployment, configuration, troubleshooting and resolution path for knowledge - based integration.

Confidential, Silver Spring, MD

Systems Administrator

Responsibilities:

• Provided Tier II technical support for over 30,000 school districts across North and South America, The EU and Asia Pacific.
• Troubleshoot client media issues, network management tools, Network Share Devices (NAS) and Confidential Education streaming media website errors to ensure seamless usage of digital assets across multi-platform environments (Windows, OS X and Linux hosts).
• Installed and configured Windows Server 2008 Operating Systems onto user provided and pre-purchased Dell appliances.
• Created virtual (VMWare) environments, built workstations using standard image, install custom applications via pre-established installation scripts for in-house testing and analyzing website anomalies.
• Assist in upgrading network attached storage arrays by installing new hard drives and RAID controllers.
• Work with District Network Administrators to configure, monitor and update 2,600 servers.
• Responsible for invoicing, configuring, and tracking inventory of Dell servers, storage arrays and Phantom USB drives sold to clients.
• Perform application and OS updates of company issued iOS and Android tablets.
• Provided technical guidance/recommendations on media streaming system requirements for clients.
• Coordinate progress and priority of issues escalated to the development team and provide clients with detailed issue status from JIRA.
• Documented troubleshooting and resolution path to provide training for Tier 1 support team.
• Assist with Quality Assurance (QA) testing of software and website enhancements, leveraging the system development life cycle process.

Confidential

Technical Support Representative

Responsibilities:

• Assisted with projects related to testing requirements including test phases, level of effort and duration of testing activities.
• Coordinated with development and operations to implement and maintain test environments.
• Participated in strategic planning and process improvement initiatives.
• Coordinated website testing efforts during maintenance windows.
• Provided Tier 1 help desk support to internal customers including the maintenance and support of personal computers, local networks, software and hardware installation.
• Tracked, monitored and resolved system trouble tickets in Remedy.
• Created and updated business operation trend reports for Help Desk Manager.