SUMMARY:

• Accomplished Network Operations Manager and Systems technician professional with 15+ years experience in Technical and Network Operational support
• Network infrastructure Operations, IA control validation, contract procurement & client policy management, Mobile Device Management, Cloud Computing
• Able to adapt and excel in rapidly changing environments with proven analytical and problem - solving abilities.
• 3 years of progressive Technical Operations, Incident and Problem Management
• 6 years providing Help Desk Management & Senior level Liaison support to thousands of U.S. Government agency users worldwide, earning a solid reputation for productivity, complex problem resolution and professionalism.
• Excellent communication and diagnostic skills, a consistent technical and management problem solver
• Proactive self-starter known to initiate process and system improvements to increase system stability, staff productivity and improve overall client satisfaction
• Detail oriented and committed to delivering superior quality work
• Strong written, interpersonal, and oral communication skills
• Progressive experience in diagnosing network connectivity issues, server and PC malfunctions and problems in a secure environment

TECHNICAL SKILLS:

Domain Expertise & Solutions: CISCO Works, Active Directory 2000/2003, Exchange 2000/2003/2010 , DHCP, WINS, Group Policy (GPO), Backup Exec, CAC/PKI, Active Client, Active Card Gold, VMware, LAN/WAN, Hyper V, What’sUp Gold, Dell PowerEdge Servers, Dell Blade Servers

Operating Systems: MAC OS X, iOS, Windows 98, Windows 2000/NT, Windows (00/XP/Vista/07/2010), Call Center and Help Desk, REMEDY, Heat, Track - It, ITSM, HelpStar

Productivity Tools and Skills: CISCO Works, UNIX, Sun Solaris, HTML/Flash, CITRIX, MS SharePoint, MAC OS, Microsoft Office Suite, Adobe Acrobat Suite, Internet Explorer, WebEx, McAfee, VPN, RAS, LAN Desk, Blackberry Enterprise Support, Auto Berry, MOM, SCOM, SCCM Client Center, Power Shell 3.0, Net VCR/OmniJob-Related Certificates and Training

PROFESSIONAL EXPERIENCE:

Systems Engineer

Confidential

Responsibilities:

• Ensure up-to-date security measurement and requirements are met to include DISA STIG required IA controls.
• Support HD Tiers 1 & 2 with mobile solutions to issues reported by the flight community
• Researched multiple MDM solutions to include Good, Mobile Iron and APPLE MDM's solutions
• Automated a Technical Order (TCO) viewing implementation guide to increase productivity in the USAF field engineering community
• Developed and maintained vendor relationships to support current solutions and plans for future requirements
• Researched and configured a test profile using OS X Server Manager to support, automate and standardize the CMT previously developed MAC OS and iOS security hardening process.
• Following current DISA STIGS test & validate IA controls to meet DOD security standards and satisfy current field requirements.
• Identify wireless connectivity issues and requirements, researched vendors, and provided solutions to address those mobility issues
• Serve as the single engineer and POC for hand held terminals (HHT's) and related devices.

Information Technology Network Operations Manager

Confidential, Alexandria, VA

Responsibilities:

• Provide overall direction and leadership to the operational activities of USCG Confidential Network Operations Center, with a growing staff of 15.
• Primary responsibilities include: Managing Confidential ’s NOC 24 x 7 network monitoring center; alarm acknowledgement and resolution; providing Tier 1 & 2 support on all network elements; Major Service Interruption, notifications and updates; and completing detailed reviews for major network outages. Provide organizational development by recruiting, personnel management, goal setting, training, coaching, mentoring, etc and other duties as required.
• Provide overall supervision including planning, process analysis, training and operational efficiency with regard to employee utilization, logistical processes, and employee administrative functions.
• Manage the day-to-day operations of a 24 hour x 7 days a week team to include: scheduling and maintaining 3 separate manned shifts, assisting in the development of efficient business practices along with other USCG Confidential teams to build and maintain strong working relationships with outside vendors, staff and partners.
• Responsible for driving operational responsibilities by continually evaluating processes, procedures, and systems. Assists with USCG internal and external customers requirements, while ensuring use of good practices in standard methodologies and processes to deliver an integrated solution. Monitors the team's activities to ensure the highest level of customer satisfaction and provides support for both internal and external customers.
• Research problems and inefficiencies, closes process related information gaps
• Establishes, develops, and maintains effective working relationships with related stakeholders and organizations.
• Serves as the Network Operations team intranet/internet SharePoint administrator by maintaining and administering the NOC’s Team portal by building and implementing custom SharePoint web pages, changes, administering workflows and assigning tasks
• SharePoint duties consist of, but are not limited to:
• Site/portal design and layout, document collection and storage
• Maintenance of team libraries, documents & accounts permissions
• Creation of tasks workflow as requested by end users
• Managing group policies and coordinating updates & user site change requests
• Creation and maintenance of templates, user forms, documents
• Ensuring intranet InfoPath usability & requirements are being met by senior leadership
• Monitoring of group forums and ensuring all Q&A’s are posted for high Works closely with the Confidential site SharePoint developer to ensure overall site functionality
• Assists in the development of agency standards and practices for usable procedures, and provides guidance in their application
• Solves a wide range of operational and support problems to meet customer requirements
• Provides periodic assessments of key operational issues and potential problems to upper management. Provides constant positive feedback to entire staff to maximize employee productivity, morale, and retention through empowerment techniques and quarter acknowledgements.
• Advise senior level managers and customers on system outages, serves as the Confidential representative on DHS daily stand-up briefings and capable of answering any system outage related questions.
• Following the ITIL model, responsible and escalating issues and risks and for ensuring that these issues and risks are resolved in a timely efficient manner
• Raises unresolved issues to all levels of management to fully express overall risk and quality for every deliverable.
• Serves as a 1st level civilian supervisor, managing the division through two US military Branch Chiefs
• Serves as the informational Liaison between the NOC, resident Engineering teams and Senior Level Management
• Gather, review, analyze, and prioritize process requirements in collaboration with business and technical teams
• Evaluates overall accomplishments of the Division and identifies operating problems, conflicting priorities, program deficiencies and potential problem areas. Through the Branch Chief(s), directs development of corrective or preventive measures to obtain desired results
• Meets with key customers and coordinating officials to assess customer satisfaction, explain organization policy and procedures, and resolve significant problems that arise
• Serves as the team sole process documentation creator, tester and data collector
• Responsible for the document, training and external training coordination of newly assigned team tasks

NOC Engineer, Team Lead

Confidential, Alexandria, VA

Responsibilities:

• Provides support in a 24x7x365 Network Operations Center serving the Coast Guard, building, offices and ships US centralized and abroad.
• Following the ITIL model responsible for initial response to all network incidents.
• Monitors, manage and maintain network connectivity for fixed and mobile assets on both the classified and unclassified LAN/WAN networks.
• Troubleshoot satellite equipment, KIV - 7 s, Taclane s, routers, switches, firewalls, utilizing, detailed standard operating procedures and both network/hardware monitoring tools including What s Up and MOM monitoring tools.
• Monitors WAN connectivity for offices, buildings, ships and planes
• Monitors LAN connectivity for Taclanes, switches and firewalls
• Answer communications center phone and user emails requesting technical assistance
• Working with Telco providers and LECs to troubleshoot circuit issues
• Routing calls to product line specialists. Maintain and update tickets, records and tracking databases
• Conducting problem determination and escalation, and provides problem resolution
• Track, analyze and report on CG WAN statistics such as, but not limited to bandwidth utilization, error messages, packets discards as well as equipment and circuit outages
• Create, update and close network trouble tickets
• Create, update and close Outage Notification forms
• Configure, troubleshoot, and maintain switches, routers, firewalls, Taclanes and cutter connectivity satellite equipment
• Analyze and draft appropriate responses to Official Messages received from the USCG personnel
• Provides WAN Class and Unclassified monitoring, troubleshooting, and Network Operations Center (NOC) services, Confidential cutter fleet network connectivity and Host Intrusion Detection
• Provides support in response to problematic issues aboard United States Coast Guard Small and Capital Cutters.
• This includes, but is not limited to, utilizing NetX/NetVCR for bandwidth analysis, troubleshooting on - board equipment and working with network connectivity vendors to assess each problem and provide swift solutions.
• Provide support to 1400 USCG Unclass routers/circuits, 170 Rescue 21 routers/circuits, 135 Classified routers/circuits as well as well as cutter routers on both cutter and shore - side.
• Utilize tools such as NAGIOS, WhatsUp Gold (WUG), SolarWinds, CISCOWorks and Level 5 access to investigate connectivity, analyze circuit errors, troubleshoot equipment problems and work with the DHS NOC, Verizon Business and GCI (Alaska) to rectify all issues in a timely manner.
• Classified and Unclassified Core Switches:
• Provide support for both cutter and shore-side switches. Support includes, but is not limited to, setup, configuration, troubleshooting and general maintenance by utilizing such tools as telnet, SSH, https and putty.
• Responsible for configuring and shipping out replacement switches (with the exception of deepwater switches)
• Responsible for the locating and containing intruding hosts within the CGOne Network to ensure DHS governed network security standards are being met
• Provide support for all classified firewalls.
• Responsible for setup, configuration troubleshooting and general maintenance by utilizing tools such as telnet, SSH and CISCO Security MARS.
• Responsible for traveling to other USCG locations to provide NOC presentations, SOP s guidance and start the process of standing up NOC s in various locations.
• Responsible for maintaining emergency evacuation plans as a Confidential NOC emergency POC in the event of natural disaster/and or in the event of an emergency relocation of the NOC.
• Serves as the go to person for the status on all outages, updates, SOP s, training and escalations of all network operations for the NOC EMF (Emergency Management Facility).
• Ensuring all tickets and notifications are created and sent in a timely manner
• Creating, updating and disseminating SOP s to internal and external customers
• Serve as an problem escalation liaison between the USCG and Verizon
• Tasked to head various projects and serves as employee relations administrator, assisting management with staffing issues, ensuring the NOC is fully manned at all times.

Technical Analyst/NOC Administrator

Confidential

Responsibilities:

• Assisted with supporting the mission of the Communications Focal Point, a 24 - hour command and control focal point handling a wide variety of priority telecommunication issues.
• Provided system admin problem resolution for 10K+ users on the Air Force National Capital Region (AFNCR) network customers including the 60 partner units including clients located at Andrews AFB (MD), Bolling AFB (DC), and Pentagon, Arlington, VA.
• Implemented server changes under tech lead oversight
• Responded to assigned change requests that are submitted by "internal" and "external" customers.
• Performed technical analysis, and troubleshooting for all supported servers in response to Help Desk Tickets-which includes but not limited the following activities: Server failures & full system outages.
• System administration to include the following:
• Performed daily maintenance server checklist
• Maintained secure server rooms
• Restored file and data information as requested Perform operating system software updates/upgrades Monitor/support tape backup Coordinate with users and management for server installation and transitions Assess server loads and work with tech lead on developing tuning recommendations Request hardware replacements as required Provide remote access to servers via CITRIX Assist in server maintenance and special projects, during extended work hours Communicate hourly outage/degradation of server to management until completion
• Planned for the transition of users and environment to new technologies through notifications and directions on preparation.
• Answered computer service analyst (CSA s) & users' inquiries regarding computer software and hardware operation to resolve problems.
• Installed and perform minor repairs to hardware, software, and peripheral equipment, following design or installation specifications setup by the AFNCR telecommunications group.
• Set up equipment for employee use, performing or ensuring proper installation of cable, operating systems, and appropriate software.
• Maintained record of daily data communication transactions, including outages, problems and remedial action taken, and installation/maintenance schedules.
• Conferred with staff, internal client and management to establish requirements for new systems or modifications.
• Maintain & monitor definitions and rules based upon requirements from the Confidential Service Level Agreements (SLAs)
• Coordinated with analysts engaged in problem solving, monitoring, and installing data communication equipment and software.
• Provided telephone on - site/off-site customer support, answering and responding to all reported systems concerns and/or system outages.
• Served as Information Liaison between Work centers and ensure all current information is disbursed as received.
• Served as a standby Network Operations Control Center Administrator for the AFNCR NOC.
• Administered all AFNCR user accounts utilizing DRA (Directory and Resource Administrator) & Active Directory.
• Responsible for creating and deleting SIPRNET and NIPRNET accounts, shares, Organizational accounts, including establishing user permissions and account maintenance.
• Processed and distribute all downtime notices sent by the NOSC, route TCNOs (Time Compliant Network Orders) to the appropriate work center and track completion. .
• Support includes training to new employees, assisting clients with the setup and configuration of CACs (Common Access Cards), as well as assisting clients with resetting pins, unblocking CACs, installations, system maintenance and network-launched and web enabled user applications.

Systems Analyst/Systems Administrator

Confidential, Washington, DC

Responsibilities:

• Served as single Systems analyst/Systems Administrator providing system support for unclassified, classified system and Inter - Agency systems. Also provided Jr. network admin support for 3 offices including a SCIF and 80 employees.
• Systems Analyst support included maintaining both unclassified and classified information systems using the MS Active Directory management console and REMEDY to track calls and solutions.
• Served as single internal web administrator and external SharePoint Administrator by providing web maintenance creating, updating and maintaining the Department of State, internal website on a daily basis.
• Maintained the Intranet SharePoint Database collection of files, photos and data classified by user, submission date, subject and location.
• Fully knowledgeable in Microsoft Office suite (2000 and 2003), NT and XP operating systems.
• Served on XP and Office 2003 classified and unclassified system migration team. Served on MS AD (Active Directory) ONE Team migrating Network, MS exchange, and user manager functions.
• Experienced in operating the organization s classified Beta Citrix MetaFrame system, network, and applications. This includes installing, configuring, patching, upgrading, and maintaining the bureau s investments in Blade or thin client technologies. Responsible for planning and coordinating the implementation and support of the Citrix products necessary for off-site operations. Experience with Presentation Server 4.0, Web Interface 4.0, CSG 3.0, License Server.
• Experience with MS Active Directory administration, SMS Administration, Software License Management, Windows Server and Terminal Server.
• Maintained the classified and unclassified data & print servers.
• Performed and maintained nightly backups of data and exchange servers. Managed and maintained Virus definitions using Symantec/Norton System Console, ensuring all machines are up to date on a weekly basis.

Contract Procurement Consultant

Confidential

Responsibilities:

• Exhibited dedication and a superior work ethic by performing in simultaneous role of office Mgr while serving as reliable and knowledgeable consultant
• Served as contract procurement officer by reviewing, analyzing, preparing and submitting necessary documents for future and current solicitations using info gathered through studies, interviews, and research in compliance with agency requirements to bid and compete with 8(a) companies and other small businesses.
• Using my HTML and flash graphic design abilities and experience, prepared, organized and distributed company history and created two company informative Internet websites business brochures, capability statements and various company advertisements, literature and publications.
• Using technical knowledge consulted and advised on all technical aspects of the company by staying abreast of with the latest IT developments and advising on hardware and software to increase and enhance company productivity.
• Attended Pre - bid conferences, walk-through meetings and informative seminars in order to assess the location and services needed for the prospective site. Created Alliances with other 8(a) companies to promote sub-contracting partnerships teaming agreements or mentor-relationships with various trade companies.
• Tracked inventory, ordered supplies and performed other duties as required.

System Analyst

Confidential, Washington, DC

Responsibilities:

• Influenced organizational success by supporting all technical systems, equipment and tools. Assisted in IT projects and programs, consistently adding to security and functionality. Provided attentive customer service while diagnosing, troubleshooting and solving technical issues. Trained and mentored users.
• Provided premium customer support to over 2500 end users by applying troubleshooting techniques, maintaining and upgrading NT 4.0 desktop and laptop workstations.
• Responsible for primary Exchange and NT user account creation and modification.
• Provide tier/level two network support
• Responsible for training and mentoring of entry - level systems analysts ensuring they are familiar with NT and Exchange policies and procedures.
• Responsible for creating and maintain user accounts, user groups, assigning permissions to resources and providing user account management.
• Primary Duties: Administer MS Windows on desktops and laptops. Provided support to end-users with hardware and software issues.
• Supported and resolved issues with printers and spoolers.
• Troubleshoot and replaced faulty hardware and components (Nicks, Hard drives, RAM, keyboards, mice, monitors and computers). Supported and resolved issues with Palm Pilot connectivity and synchronization (Palm III through Palm 5x). Software support: Installed MS Windows NT and NT Service pack on desktops and laptops. Installed Citrix RAS client on laptops. Configured hardware profiles. Supported MS Office 97 and MS Office 2000 suites. (Resolve issues in Outlook 97 and Outlook 2000, MS Word and MS Excel).
• Resolved issues with MS Internet Explorer 5.5, and the Coast Guard Intranet. Disk space quota management. Used Systems Management Server (SMS) to remote control users systems while troubleshooting or resolving current user issues. Used MS Command Scheduler to perform remote installations of software.
• MS Exchange administrative duties: updated email distribution lists and updated user information in Global Directory Listing (GAL). Maintained and upgraded OS (Window NT and Windows 95/98) and anti-virus (Norton, McAfee) software at remote client sites. Scheduled back-up times and types.
• Installed, replaced peripherals (Tape backup drives, hard drives, Nicks, modems). Provided MS Office 97 Suite support to users. Performed user account management as requeste