Summary:

Information Technology IT Professional with over 25 years' experience supporting Fortune 500 companies as a Systems Administrator, Trainer, Customer Support/Help Desk technician and Software Engineer. Active Department of Defense SECRET Security Clearance.

Technical Skills:

• Administration of Borland's Star Team, Serena's Changeman, and BMC's Marimba
• Assisted end users with software functionality and technical support.
• Hardware and software installations
• Microsoft Windows 2000, Windows XP, Windows 2003, Windows Vista, Windows 7
• BMC's Remedy
• BMC's Control M
• Tivoli Workload Scheduler Maestro
• Adobe Captivate
• Defense Connect Online
• Diagnosis and troubleshooting of hardware-software and network issues
• System installation, configuration and upgrades of hardware and software
• Knowledge of LAN Topologies, Administration and Security

Work Experience:

Confidential

OPERATIONS CENTER ADMINISTRATOR

Monitor critical network elements and applications using various network monitoring systems in the 24 x 7 x 365 Network Operations Center. Configure and maintain mission critical satellite database files. Provision satellite configuration data for transceivers and provide mission critical satellite data to customers. Establish and document procedures to validate, troubleshoot and escalate issues. Establish, document and update process documents and the internal knowledgebase. Assign trouble tickets, manage trouble ticket queues, and perform regular system maintenance. Engage in proactive and reactive network/systems monitoring. Upon receipt of network trouble conditions, follow procedures to validate and classify impact, perform basic troubleshooting and notify appropriate personnel. Keep users informed of status. Engage in activities to further advance the monitoring platform such as creating network maps, and rack diagrams. Generate reports for engineering teams such as bandwidth utilization, CPU performance, and network status. Perform proactive health checks as part of normal surveillance. Execute routine maintenance activities, such as tape backups and printer maintenance. Smoothly transfer information at the end of each shift with other NOC staff about any outstanding issues and tasks. Ensure that procedures were well documented and understood. Create, adjust and maintain monitoring rules. Provide basic Help Desk support to employees, Distribution Centers and Call Centers worldwide.

Confidential

Field Service Engineer

Provides Battle Command Sustainment Support Systems BCS3 Tier 2 help desk technical support to users on a 24 x 7 x 365 basis. Support approximately 7,000 BCS3 systems deployed worldwide. Provides technical support not limited to the areas of fault analysis and remote trouble shooting of fielded systems, telephonic and web-based assistance to BCS3 users, and operational/technical support to the BCS3 Regional Support Centers RSC , software resolution, hardware configuration, access control through account administrations, system integration, and exercise/training support. Provide access control oversight for assigned users. Respond to network feed outages, answering software questions for FSEs and warfighters, and trouble shoot issues.

Confidential

Software Technical Trainer

Provide training, demonstrations and briefing presentations for the Army Container Asset Management System ACAMS to soldiers and government civilians located in the Continental United States CONUS and Outside the Continental United States OCONUS . Development of the Defense Connect Online training program in order to provide remote training and ensure the confidentiality, integrity and availability of the information. Development and revision of course outlines, detailed lesson plans, and instructors guide for basic and advanced ACAMS training. Creation of Adobe Captivate visual demonstrations currently used for end user training. Evaluate user feedback that has been provided. Development and testing of recommended proposals prior to distribution. Identify training requirements via surveys, polls, and questionnaires in order to improve existing training methodologies. Attend conferences and symposiums in order to introduce attendees to the mission of the Army Intermodal and Distribution Platform Management Office AIDPMO . Write and execute ACAMS software testing specifications. Serves as a liaison between the business and the IT area, translating business needs into application software requirements and performing OPSEC duties as assigned. Developing and managing customer service performance requirements developing customer support policies, procedures, and standards and providing customer training. Provide user access via Active Directory while maintaining appropriate access control utilizing least privilege principles. Review, update and create documentation to support new system functionality. Upgrade existing training programs with new software modules. Served as the Information Assurance Officer ensuring that all requirements had been met in order to grant access to DoD systems. Successfully transitioned the ACAMS Help Desk from Tobyhanna Army Depot to Scott Air Force Base. Streamlined the application process in order to reduce the turnaround time for users

Confidential

Application Support Analyst

Provided Application Developer AD training on the use of 3rd party software. Promoted software releases from various test environments, Quality Assurance QA , Development, and System to Production. Schedule, monitor and troubleshoot Information Systems production and quality assurance mainframe. Verified the success of the promotion via visually checking the system for failure/success codes. Provided troubleshooting support by checking error codes and running system audits. Redesigned existing applications in order to ensure secure design through coding principles and standards to support AD's changing needs. Daily responsible for operations security through routine inspection of resources, information, and hardware to ensure safeguards and countermeasures were in place. Facilitated weekly team meetings, which included meeting agenda, meeting minutes, tracking the progress of identified issues. In addition delegated assignments to fellow team members peers and management for analysis and problem resolution.

Software Deployment Engineer

Packaging, testing, deployment, installation, and configuration of various Commercial off the Shelf COTS software packages, i.e: Lotus Notes, McAfee Virus Scan, Microsoft Office, Adobe, various Microsoft Windows operating system updates, drivers and patches as well as proprietary software via LAN/WAN technology using BMC's Marimba Configuration Management software. Creation and update of software images. Ensured the availability of hardware critical to supply. Ensured the adherence of Information Technology standards, policies, and best practices. Tracked successful receipt of deployed software, furnishing management reports indicating success rate percentages. Created packages using shrink-wrap and file package methodologies. Remote diagnosis and troubleshooting utilizing PCAnywhere, Remote Desktop Connection, Daimeware, Terminal Server and use of VPN. Applied Life Cycle Management principles during the installation and integration of fixes, updates, and enhancements in order to maintain system configuration. Identification and troubleshooting of infrastructure issues. Promoted software releases from various test environments, Quality Assurance QA , Development, and System to Production. Develop and implement program/job operating schedules using Tivoli Workload Scheduler Maestro and BMC's Control M. Established exceptional deployment results nationwide, consisting of 40,000 clients with a proven 98 success rating. Provided 3rd Tier customer support/help desk support as a Subject Matter Expert SME beyond the knowledge, skills and abilities of the 1st and 2nd tier. Daily monitoring of all Remedy tickets to ensure customer satisfaction. Project team member for the Sales Office Technology System SOTS upgrade, providing registration of users utilizing the least privilege methodology.

Senior Technology Coordinator

Supervision and assignment of daily work to a staff of 5. Provided end user training on the use of Hardware, laptops, desktops, file servers, LANs, WANs, printers, scanners and other peripheral items and Software. Lotus Notes, Microsoft Office Products, Microsoft Operating Systems, Internet/Intranet as well as several proprietary applications The training included backups, restores, proper shutdowns on various systems, as well as how to user training. End users ranged from clerks to senior management. QA testing for software prior to release. Maintains software databases to record, retrieve, and document customer support requirements. Utilizes knowledge-based applications to record historical data for reference purposes. Creation and modification of best practices documentation, as well as participated in the creation of user manuals. Worked with peers and other internal organizations in order to ensure the confidentiality, integrity and availability of customer data. Conduct upgrading and system burn-in/testing of new software releases for relevant systems as well as all the latest security updates and antivirus updates. Analyzes customer requirements and investigates and resolves hardware/software issues, taking necessary corrective actions to maintain a reliable information technology architecture. Serves as project team member for any new software technology for line of business wide implementation. Works with business partners both internal and external in order to reduce/prevent recurring problems. Oversees all aspects of small projects and/or phases of larger projects. Project team member for Local/Wide area network/laptop rollout, responsibilities included assisting in the physical installation of servers, workstations, hubs, switches, routers, category 3 and 5 RJ45 cabling, and the building/rebuilding of laptops. Project team member for Realignment group, providing administrative staff instruction during sales office mergers. Assisted with moves, adds and changes to offices and infrastructure devices. Evaluates hardware and software for customer use. 1st Tier Help Desk how to support to over 12,000 users.

Confidential

Provide face-to-face counseling to customers on life and health insurance options. Prospecting for potential clients, providing customer service, selling of MetLife's various product lines, National Association of Securities Dealers licensed. NASD series 6

Confidential

Sales of computers and typewriters and follow-up training for Fortune 500 customers.

Confidential

Supervision of 3 subordinates, Assignments of daily work to a team of 13 airmen. Identification, prioritization and assignment of mission critical work. Writing yearly performance evaluations of subordinates. Established a 98 satisfaction rate for reporting. Provided recommendations for reducing Scheduled Maintenance Inspections outages. Provided training to newly assigned airmen on policies and procedures and well as assigned work. Top Secret Special Compartmented Information SCI Security Clearance