Summary

Focus in Technology with a background in industries such as Government, Association and Consulting. Intuitive and passionate technology solutions driven IT Professional. I have consistently demonstrated proficiency at quickly learning and contributing to business operations and systems improvement in both internal and client facing consulting roles. By incorporating computer-based technology skills, I can provide a positive and productive addition to the right company. Because of the diversity of experience and knowledge, and the ability to be trained, I feel I'm adequately qualified to integrate fluidly in team efforts.

Professional Work Experience

Confidential

• Core responsibilities: Managed network firewall engineers while applying best practices towards the successful design and development of engineering initiatives, while introducing new technologies into the operational environment
• Deployed Cisco VPN AnyConnect to encrypt all remote access traffic which goes through Firewall to track users connections and activities, Radius with AD solution was deployed to assure only authorized users are granted remote VPN connections.
• Provided network and system related technical support to customers, including VLAN assignments, port activations, QoS changes, bandwidth throttling and firewall changes.
• Upgraded end-of-life software licenses through vendor to meet corporate standards.
• Implements Tech Bulletins and Field Service Announcements to deploy new products, correct product issues and security threats
• Interacts with cross functional teams from Network Architecture, Engineering, Critical infrastructure and Security to review product requirements, functional specifications and detailed designs
• Generate weekly/monthly reports for management on the health of the network including key metrics and SLAs.
• Monitored systems health, environmental alerts, bandwidth utilizations, and intrusion security logs. Gathered data from the network to produce and provide reports on various network metrics
• Experience working in a client-server environments
• Worked with various engineering groups to deliver PKI services that Identify security risks, threats and vulnerabilities of networks
• Respond to security request tickets, including software vulnerability evaluation, website blockage, and firewall rule set questions
• Utilized Active Directory AD and LDAP Light Directory Advisory Panel to control access to many solutions for administration, root access, and guest account with read-only access
• Deployed new Mobil Solutions for Security and Engineering technologies in GSA's enterprise environment
• Reviewed requirements change requests and provided recommendations to Change Request Board based on Design and Risk Assessment
• Identified and overseen the installation, replacement of hardware components and any configuration change s that affects security.
• Created and submitted the project scope for approval of new projects to the government
• Managed a decommission project to ensure removal, transportation and audit process in Service Now asset management system
• Developing and creating security Standard of Operations SOP and programs for validation
• Analyzed firewall rules to identify rules that can be removed and work with the appropriate teams to get those rules removed.
• Worked closely with contracting office in project planning, budgeting, scheduling and resource management
• Monitored Cisco/Checkpoint internal and customer-facing network interfaces and responding to outages and traffic congestion
• Administered firewalls including Juniper Secure Access, Citrix NetScaler and Palo Alto.
• Experience with Cisco UC equipment such as Cisco Unified Call Manager and Cisco Unified Communications Manager Express
• Developed the necessary processes to ensure that all new and existing systems incorporate the approved information security measures to be secure on GSA's network.
• Overseen implementation and deployment of software system packages and updates Cisco Anyconnect client upgrades.
• Developed and improved Standard Operation Procedures for staff offices regarding Mobile technologies
• Managed inventory control policies and procedures for the team such as network switches, IPad's, MacBook's, and Mifi devices used for testing new mobile technologies.
• Created network vulnerability assessment report of about twenty 20 systems and applications to identify all vulnerability severity that pose threat to the system/application. Compiled results and presented to upper management to show high level pictorial and statistically view of system issues
• Coordinated and Managed ISSOs, System Owners, other key stakeholders to account for rogue systems used in GSA's Field offices across the country which were not known to Office of Information Technology OIT for the purpose of System Inventory and Management then worked on project to implement LDAP queries to block personal equipment from being used to access network.
• Created tracking database to track and monitor the expiration of remote VPN software on various systems in the organization to help notice about to expired ATOs to commence recertification.
• Managed user VPN accounts on Information System Analytics Digital Dashboard and made sure system accounts reviewed every 180 days, removed or disabled default user accounts, Enforce password history, Set maximum password age, Set minimum password age, Set minimum password length, Set password must meet complexity requirements, Account lockout duration, Account lockout threshold, Identified user who will add workstation to domain, Identified user to change system time, Identified user who will log on locally, Identified user who will log on as a service, Additional restriction for anonymous connections, Automatically log off users when log on time expires.

Professional Experience CONT'D

Confidential

• Core responsibilities: Managed team of 7 IT Specialists for regional and global users via phone and Remedy ticketing system for an ITIL-orientated data center support environment for DHS federal government agency USCG
• Responsible for Implementing policies and procedures regarding how problems are identified, received, documented, distributed, and corrected within Service Delivery environment
• Experienced in Information Technology Infrastructure Library ITIL incident, problem, change, and availability management processes
• Evaluated and responded to incident reports by troubleshooting, repairing, and/or reconfiguring network services.
• Created the project scope and timeline for Technical Refresh Project.
• Organized the storage and movement of all IT equipment VTC equipment, PC's, Printers, Faxes, Phones, Servers, and Switches
• Coordinated meetings between Remedy officials and government leadership to discuss project requirements
• Assisted with the development of a USE-CASE analysis for 46 different segments of our IT service
• Providing hands-on technical expertise to effectively resolve client issues, as well as building and maintaining relationship with clients
• Ensuring that the help desk actively participates in the definition, adoption and evolution of solution delivery methodologies and best practices that impact the effectiveness of the help desk
• Ensuring that the help desk is fully utilizing appropriate knowledge management tools and practices in order to provide a more effective and efficient service to clients.
• Provided technical support and administration to IT systems including day-to-day operations, monitoring and problem resolution for all of the client/server/storage/network devices, mobile devices, etc
• Worked with team members to develop work schedules to ensure sufficient support coverage to address customer and contract requirements
• Experience with Imaging Software Kofax to assist in streamlining AP workflows
• Analyzed Service Desk activity and made recommendations for changes in Service Desk procedures and systems to upper management
• Responsible for developing metrics and templates to evaluate technical support issue response times and solution solving skills of the team.
• Responsible for creating LAN accounts, defining user Logon Scripts and profile paths and creating/setting permissions for Network directories using Microsoft Active Directory.
• Ensured that for every call and/or reported event a ticket was created in both a timely and accurate manner. This one call/one ticket method provided effective tracking of all incidents and service requests. In the cases where a single incident has effected multiple users, this method of creating a ticket for each reported instance and attaching it to a master ticket helped for impact analysis
• Utilized knowledge base and other support documentation to identify, isolate, diagnose and resolve end users technical problems and provide information and status as requested
• Experience with High-volume Kodak document Scanners and Scanner configurations
• Ultimate responsibility for ownership of all customer incidents or service requests logged. Responsible for tracking and progress chasing of incidents to conclusion and creating weekly updated reports.
• Providing leadership in the design and implementation of new support offerings for clients
• Leading and managing the help desk team to ensure team and individual performance levels meet client needs consistently
• Developed full scale project plans and ensured all project timelines were met.
• Implemented and managed project changes and interventions to achieve project outputs
• Assisted network administrator in testing problem resolution fixes where appropriate
• Created, edited and deleted electronic mail Outlook and network systems Windows Vista and Windows 7 user accounts.
• Managed the service desk team inbox to ensure follow-up and resolution, desktop installation, desktop relocation, and desktop removal where appropriate.

Professional Experience CONT'D

Confidential

• Core responsibilities: Supported a 24/7 Microsoft Windows server infrastructure and responsible for operating, maintaining, and supporting the overall Windows server architecture in a 5,000 user, multi-site production environment.
• Provided Tier II technical support of enterprise e-mail and telegram systems with demonstrated delivery of customer-friendly service
• Migrated environment to Exchange 2003, including Discovery, Planning and Design, and testing and Documentation.
• Worked with SQL server and Application Server platforms.
• Provided support for Exchange 2003 servers and related trouble calls, such as those concerning login errors, mail connectivity, non-delivery, mailbox issues, server problems and restoring mailboxes
• Conducts routine hardware/software audits of sever/network hardware to ensure compliance with established standards policies and configuration guidelines
• Created user accounts and mailboxes including perform mailbox restores and Exchange Disaster Recoveries.
• Updated tickets according to documentation requirements in order to maintain current status for all and promote information sharing.
• Applied knowledge of local and wide area networking e.g., routing, switching, connectivity, name resolution, etc. to influence problem determination efforts.
• Provided routine maintenance of remote systems, Microsoft Server technologies, Local and Wide Area Network technologies routers, firewalls, ports and protocols .
• Service, build, troubleshoot, maintain, and support PC Dell , Notebook Dell and MAC hardware software.
• Image, install, and configure hard drives, replace monitors, memory chip installs, and printer installations.
• Resolve issues at Tier II and III level and standardize environment for migrations, including Quest, BlackBerry, OCS, and Remedy.
• Built AD and Exchange production environment, including building, installing, configuring servers: Exchange: 4 two-node mailbox clusters, front-end, bridge-head servers, and domain controllers on top of Windows OS , including Recovery Storage Group and ExMerge restoration, rebuilding RUS, Email Address Policies, Connectors, OWA w/ redirection , and installing SSL certificate.
• Extensively used Active Directory Toolkit to run reports, manage accounts, create, modify and disable bulk mail accounts in an Enterprise environment
• Provided support for Internet Message Access Protocol IMAP post users.
• Performed Cluster Failovers, performed system backups and respond to or escalate anomalies.
• Performed SAN daily checks and performed quality assurance checks on Exchange servers.
• Ran routine diagnostic utilities e.g., defrags and integrity checks on Exchange servers.
• Perform patch and release management by installing Exchange and Windows security patches, hot fixes, current versions of anti-virus products and updates of Host Intrusion Detection systems.
• Assists in updating policies and procedures in the areas of Disaster Recovery, Business Continuity, Systems Management, Monitoring, Systems Administration/Security.
• Ability to manage VMware 5.x and Hyper-V 2012R2 in an enterprise environment.
• Conduct routine hardware/software audits of servers/network hardware to ensure compliance with established standards, policies and configuration guidelines.
• Performed hardware/software installations and upgrades
• Responsible for systems availability, reliability, and data integrity of infrastructure services to include, Terminal Services / Remote Desktop Services, DNS, DHCP, WINS, File, Print, and Web/Application servers.