SUMMARY:

Offering a strong foundation built upon numerous years of extensive education, analysis, research, training, and experience as Systems Administrator, Tier 2 Analyst, Help Desk Analyst, and Tier 1 Analyst, with a keen focus on improving and developing efficiency - based capabilities toward varying customer needs and requirements.

TECHNICAL SKILLS:

Hardware: IBM AS/400, HP DL360, Network Interface Cards, Cat 5 Cable, Hard Drives, Modems, Printers (Local and Networked), Scanners, Plotters.

Applications: Microsoft Office, JAVA Runtime Environment, Active Directory, Public Key Infrastructure (PKI), HP Service Manager, pcAnywhere, Microsoft Office SharePoint 2010, WinZip, GuardianEdge, NetIQ Security Manager, Sophos SafeGuard, FrontPage, Siebel, Tivoli, Symantec EndPoint Protection, Peregrine, Microsoft Expressions, Remedy, ACE, NetScreen, Citrix, Altiris, Cypress, Loftware, Aspect, Lumension Endpoint Security (Sanctuary), IBM Rational ClearCase/ClearQuest, Wise Package Studio (WPS) Splunk

Networking: TCP/IP, Pulse, Juniper Client, Cisco VPN Client, RAS/PAL, LAN Troubleshooting.

OS: UNIX, Linux Windows 2000/XP/7/8/10, Windows 2000/2003/2008/2012 Server, MS-DOS 6.22.

PROFESSIONAL EXPERIENCE:

Systems Administrator

Confidential, Newport News, VA

Responsibilities:

• Provide leadership and training for my co workers and help desk personnel.
• Create training material and document fixes.
• Maintains smooth operation of multi-user computer systems for Newport News Shipbuilding (NNS), including coordination with network administrators.
• Interacts daily with users and evaluates vendor products.
• Recommends purchase of hardware and software.
• Works primarily on the Microsoft Windows platform and focuses on end-user incident management.
• Performs software lifecycle management including packaging of installers using vendor furnished media, custom code, application patching and break/fix.
• Provides Tier 3 application support and this function includes investigation, diagnosis, resolution, recovery, and documentation.
• Manages 15 Print Servers, 2900+ printers, 500+ plotters, and provides desktop support for Cypress.
• Application administration of I2/Parts navigator that runs in Linux/Unix backbone.
• Operates as part of a larger Data Center team and communicates and works well with the other Information Technology (IT) organizations and the customers.
• Maintains smooth operation of multi-user applications on Secure Local Area Network (SLAN).
• Performs all aspects of application administration life cycle duties, such as performing upgrades, applying patches, and performs maintenance tasks.
• Develops utilities to automate, report, manage, and integrate the Active Directory environment.
• Develops, coordinates, and maintains departmental operating procedures.
• Lead Administrator for Sophos SafeGuard encryption/decryption Advanced Encryption Standard (AES256) deployment to 500+ SLAN Clients.
• Maintained Sophos SafeGuard Enterprise 7.0 Management Center and Global Policies associated with it.
• Assists in installation and configuration of Windows 7 Clients across SLAN network.
• Coordinates installation and provides backup recovery.
• Develops and monitors policies and standards for allocation related to the use of computing resources.
• Sets up administrator and service accounts.
• Utilizes Hewlett Packard Service Manager (HPSM) to close trouble tickets.

Tier 2 Analyst

Confidential, Newport News, VA

Responsibilities:

• Provided responsive, quality, customer service and support at all times to 19000+ Huntington Ingalls/Newport News Shipbuilding endpoint computer users.
• Facilitated one-on-one end-user problem resolution over the telephone for various software applications and platforms.
• Tracked and routed problems and requests and accurately documented resolutions.
• Performed immediate analysis of customer problems and directed the implementation of corrective action to restore functionality and avoid recurrence.
• Communicated effectively with individuals and teams in the program to ensure high quality and timely expedition of customer requests.
• Confirmed customer understanding of the solution and provided additional customer education as needed.

Tier 1 Analyst

Confidential, Norfolk, VA

Responsibilities:

• Delivered Tier 1 Help Desk support effectively and in accordance with agreed service levels, standards, and processes, working remotely and locally with users.
• Provided telephone support to customers utilizing Classified and Unclassified applications and databases.
• Escalated issues which were beyond technical capability or resource capability in an effective manner to optimize the quality of service.
• Worked with other IT Help Desk staff and Tier 3 infrastructure and application support teams effectively to ensure that excellent end-to-end IT support services were provided.
• Took part in initiatives to improve the quality and effectiveness of the IT operational service.

IT Help Desk Analyst

Confidential, Hampton, VA

Responsibilities:

• Performed Tier 1 telephone troubleshooting end-user computer issues received at Help Desk via telephone, Email, or voicemail.
• Developed and implemented technical training modules for IT technicians.
• Directly resolved and appropriately escalated user-reported problems and issues.
• Took control of customers' systems remotely to analyze and correct issues.
• Performed password administration. Identified problem trends and provided recommended solutions.
• Conducted remote system and data backups and archived and imaged computers.
• Utilized ticketing system to monitor requests and to run recurring reports to identify trends, issues, concerns, and to provide recommended actions.

Tier 1 Analyst

Confidential, Hampton, VA

Responsibilities:

• Provided technical competency related to supporting multiple Enterprise operating systems, hardware platforms, and software.
• Resolved customer issues via telephone or remote tools.
• Processed user-generated Information Technology service requests.
• Assisted in the creation of internal Information Technology knowledge base reference material.
• Ensured proper escalations and followed through for critical situations.
• Duties extended beyond routine troubleshooting, to include hardware and software installation, repair, relocation, maintenance, and support.
• Assisted in PC builds, reviewing software needs, and processing other Information Technology service requests.
• Provided excellent customer service to end-users and exceeded Confidential contractual obligations for 1st Call resolutions.