SUMMARY:

Microsoft Certified Technology specialist, self - motivated self-starter, able to advise business partners on issues of suspected fraud, Perform various complex and regular technical criminal investigation activities, Provided counsel on product, technology and business related issues that had fraud implications, Identified the adequacy of accounting and control systems, analytical solutions, Supervises the activities of subordinate staff, Investigate unauthorized access to DoD computers, SLA Management, Experienced with content strategy and proposing ideas and products to higher level IT and business executives showing cost justifications and ROI, knowledge of Aesthetic sense with confidence to get the job done. Customer Support while being interpersonal, perceptive about client needs. Conduct statistical analysis, Desktop engineering, Group Policy, Server Integration, Server administration, and Blackberry troubleshooting Supported MAC group levels, IA controls, IA Control Checklist, NSA White listing Port blocking, SCCM, HIPS, McAfee Server, Active Directory provisioning of accounts, organizational groups and users and computers. Remote desktop to servers update virus DAT. file to the latest. Audit SAAR forms for new incoming personnel. Setup MS exchange DOD email accounts VIA NETIQ (DRAG) or Active Directory (AD), incident response, classified message incident response, sanitation of email system and temporary files.

TECHNICAL SKILLS:

Operating Systems: Win 95/98, Windows XP, WIN2000, NT, Vista, Windows 7 & 8, Teradici VMware, Exchange Server Admin 5.5, office 365

Hardware: Dell/HP/MPC/Gateway Desktops and Laptops, HP Server racks, HP blades, Cisco 48 port view consoles, Linux firewall

Software: Remedy ARS, HP SM7, MS SMS, HEAT Call Log, DAMEWARE, Bitlocker, MS Office/Outlook, Active Directory, Guardian Edge disk encryption, Ghost (many versions), HBSS, EPO McAfee server (setup dash boards, query computer scan results/findings), Blackberry enterprise server, CLI commands VIA HyperTerminal, VMware server ESXI, BC WIPE

PROFESSIONAL EXPERIENCE:

Confidential

Active Directory Lead Engineer

Responsibilities:

• Provide Tier IV level support Enterprise wide for all authentication and LDAP related issues
• Test systems in the lab, development, and production environments for usability
• Tested the Configuration of ADFS, Proxy Servers, DMZ servers
• Review and prepare detailed documentation for systems, test, and installation software
• Troubleshoot enterprise domain trust certificate issues
• Engagement in managing and troubleshoot Group Policy at all levels
• Evaluate, analyze and audit production systems processes and equipment, and help develop and implement solutions to aid with the continuity of operations
• Maintain effective communication with vendors, peers and clients in support of assigned projects using creative thinking
• Reviewed and verified server maintenance packages pinpointed for rollout
• Configure domain trust services via data modeling
• Performed database administration while working collaboratively working with other departments
• Establish rapport with other engineers to get the job done
• Administer Office 365 VIA shell Scripting / Azure
• Manage large scale Microsoft Active Directory's and integration of systems including ADFS, DirSync and PKI
• Usability of time management to control and keep balanced metrics and streamline big fixes
• Through collaboration manage relationships with vendors and Renegotiated vendor contracts
• Information Systems Security (ISS)
• Information Systems Engineering (ISE)
• System Operations and Maintenance (SOM)
• Invented tailored Automated processes via PowerShell
• Informed management on IT Cost as a Percentage of a revenue
• Developed a plan to install Symantec Control Complicate Suite domain system auditing software significant familiarity with building 2008 R2/2012 Server Via VMWare
• User-Centered designs to help fellow engineers perform their task using best practices
• Configure update and extend active directory schema on servers
• Contributed to the successful migration of over 20,000 census employees to office 365.
• Participates in the identification of vulnerabilities and their mitigation. Through user research, evaluate end user development of new technologies while staying acclimated
• Participates in the design and/or review of a distributed Microsoft Windows infrastructure and web applications
• Decision making on presentations on product support and development
• Respond to server monitoring system alerts to evaluate and remedy identified problems to ensure they were rectified, restore servers to avoid any substantiated cost
• Instruct users on new technologies using user interaction diagrams
• Experience with supporting MS Exchange, office 365, OWA, and DirSync.
• Great knowledge on email Security - Whitelisting/Blacklisting, spam filtering, eDiscovery, Email Management, Mailbox exports for litigation purposes
• Great knowledge on Exchange Role Management, Domain Management, mail routing, Domain federation administration and Webmail administration
• Support and maintain all aspects of Active Directory infrastructure and LDAP integrations.
• Responsible for the management, maintenance, and patching of NetIQ eDirectory servers
• Undertook the initiative of tracking trends and emerging developments in big data
• Office 365 Migration/ implementation and user testing

Confidential

Virtual Desktop Technician

Responsibilities:

• Experience in the build, managing, monitoring, deploying, and troubleshooting virtualized server and desktop environments
• Work closely with Project Team to develop: Systems manuals, SOPs, methodology and process
• Efficiently troubleshoot and problem solve all technical issues relevant to supporting IT/virtual infrastructure
• Leverage virtualization capabilities to further automate systems management, analysis, and performance monitoring.
• Gather end-user environment information to guide desktop and application virtualization efforts
• Virtualization experience (VMware ESXi and Hyper-V)
• Formulated team building and conceptualized task to minimize or workplace stress
• While applying six sigma to IT initiatives handle projects and deadlines
• Troubleshoot palm/handheld operating systems, architecture, data backup and recovery
• Familiar with workstation and server architecture, network infrastructure, and data transmission methodologies
• Experience with deploying and maintaining WYSE terminals
• Consult with users to collect information about problem and lead user through diagnostic procedures to determine source of error
• Obtain training materials such as exercises, visual displays,write software and hardware evaluation recommendation for management review
• Write and revise user training manuals and procedures
• Tests and troubleshoots software and hardware to evaluate ease of use and whether product will aid user in performing work.
• Negotiated with team members to identify issue trends and suggests long-term strategies to help mitigate incoming issues

Confidential

Systems Admin/Printer Network Admin

Responsibilities:

• Configure network printer to “Scan to File”
• Patch cables to ensure network connectivity
• Increased rate of first call resolution
• Calculated ticket resolution times and minimized downtime
• Configured computer Systems for Navy Court Systems
• Reduced tickets through user education
• Supported Naval Base Library
• Configure Blackberries for Navy VIP support personnel
• Ensure compliance with major IT operational processes, policies, and procedures in support of IT standard practices
• Execute the successful completion of computer moves, set up and network account maintenance
• Deploy users to Vista, Windows 7 and Office 2007
• Install and maintained anti-virus and anti-spy ware software
• Utilize talent among team members with effective communication and the promotion of a performance-based work environment
• Support equipment and software moves/adds/changes
• Define and implement appropriate security requirements for all IT projects
• Assist in incident response efforts via remedy or SM7 ticketing system to include remediation with an appropriate sense of urgency and criticality
• Act as a front-line interface for customers, accepting trouble reports documenting and dispatching them to appropriate personnel

Confidential, MD

Senior Systems Administrator/Local Registration Authority

Responsibilities:

• Spearheaded the enterprise token issuance with had a project deadline.
• Provide technical desktop support to Air National Guard Users
• Scheduled customers organizations VIA the internet for updated PIV cards
• Issued a coin for great work from General Scott Williams while in command.
• Performed STIG’s on Desktops and Printer Devices to be Cac compliant.
• Launched operational planning and projects, and organized and negotiated the allocation of IT resources.
• Investigated fraudulent computer activities.
• Reviewed proposed modifications to client operating environments, implemented fixes and resolutions to minimize service disruptions on an on-going basis, cleared duplicated and outdated entries, and performed general account management functions.
• Established and maintained effective working relationships with co-workers, and a variety of governmental employees and officials.
• Worked closely with the IT staff, project stakeholders and key decision makers in order to identify, recommend, develop, implement, and support cost -effective technology solutions for all aspects of the organization.
• Enterprise software hardware rollouts
• Analyzed existing operations and made recommendations for improvement and growth of all aspects of the new infrastructure and IT systems.
• Provided guidance and leadership for staff to ensure employees are achieving customer satisfaction through effective communication, problem solving, professional phone etiquette and efficient processes.
• Resolved customer complaints by identifying problems and coordinating appropriate corrective action.
• Created user accounts¸Authorized user accounts.
• Resolved end-user phone, walk-in and field support requests.
• Savvy at conveying technical information to non-technical audiences
• Migration systems expert
• Performed IT Optimization
• Upgraded data quality for the customers bandwidth
• Application Development and documentation
• Considered IT Project Cost Variance
• Solved numerous server related issues by paying attention to Detail
• Prepared and updated manuals, instructions and standard operating procedures.
• Performed Citrix Client Troubleshooting.
• Participated in Technical Exchange Meetings (TEM), with network/system engineers, Information Assurance Engineer and the DIACAP Team to identify internal/external barriers.

Confidential, Arlington, VA

Desktop Support Lead

Responsibilities:

• Equipped Laptop Devices with Mobile Armor Encryption Software
• Assisted White House Liaison office with laptop issues
• Troubleshot, install, and configure hardware and software for Windows XP, MS Office Suite
• Investigated Security Breeches
• Investigated Classified Message Incidents (CMI).
• Activate Blackberry devices
• Enforce security polices
• Safeguarded computer systems
• Troubleshoot internet anomalies while routing tickets where they should sent
• 30-40 Total closed support tickets per month ranked #1 tech rewarded “Top Dawg”
• Customized Windows XP Visual Display setting for visual impaired users
• Primary Contact to train and prepare SECDEF (Secretary of Defense) users for Laptop Mobilization
• Configured VPN, and security settings for Out of Country Trips
• Handled small helpdesk issues via System Management Server
• Performed Virus Removal

Confidential, Arlington, VA

Windows Systems Administrator, Jr. Software Engineer

Responsibilities:

• Supported VIP desktops for GS-Attorneys, Paralegals, Administrative Judges, GS-Civilian employees
• Maintain quality while preserving good metrics for SLAs
• Reconstructed, preserved playback for 9-11 crime for future evidence proceedings
• Installed, deployed, and configured Blackberry Service to users
• Tested high performance scanners and configured them to create batch jobs
• Created user accounts through Exchange 5.5
• Updated Virus definitions on the server to prevent malware
• Trouble-shot Windows 2000 Professional
• Offered technical documents for new equipment
• Wrote technical manuals for the Office of the General Counsel
• Tested new hardware to ensure functionality to customers’ expectations
• Tested/troubleshot Cisco Switch(s) (48 ports)
• Configured Cisco Switch using Hyper Terminal, via “CLI” commands
• Developed OSD Office of General Counsel standard computer build
• Configured Wireless Networking Devices
• Installed Pre-release versions of Windows Vista/Beta

Confidential, Arlington, VA

Helpdesk Team Lead / Queue Master

Responsibilities:

• Provided desktop and network support.
• Provided Level III VIP Desktop and network support for over 10,000 United States employees in the Confidential and National Capital Region
• Ensured that tickets were accounted for (not lost in the Remedy System).
• Orchestrated ticket routing created and completed and contained proper documentation.
• Identified and investigate old and pending tickets.
• Conferred with customers and ensured that problems were resolved
• Responsible for ensuring that response time to the users are met in a timely manner
• Train Junior technicians
• Modified and revised Information Technology documentation and producers for accountability
• Install Biometrics Hardware with fingerprint technology
• Windows 95 environment
• Scanned business cards for high ranking VIPs.
• Staged documents to be printing and signed by senior management
• Copied and correlated documents
• Shadowed help desk
• Troubleshot Computer issues
• Build Computers x86 from scratch
• Watched the EMS ticketing system
• Learned the ins and outs of what helpdesk life is all about while still working in the GS sector of my job.
• Configured Lotus notes
• Overhauled and Configured printers