SUMMARY:

Career IT professional experienced in fast - paced, enterprise, multidimensional, corporate, academic, legal, non-profit, government and managed services environments. Duties have included networking, IT management, security analysis, network support, service desk and managed cloud services engineering with proven abilities to interface cross-functionally with executives and non-IT business units to interpret issues of technical complexity and apply expeditious, well documented resolutions in demanding, high-visibility environments.

TECHNICAL SKILLS:

COTS: MS Office 98 - 365, Lotus Notes, Lync, MS Communicator; CRMS Footprints, Remedy, Clarify, Heat, SysAid, Track-it, Service Now, Opsmart and MS SCSM.

Software: MS Server 2003 - 201 2, AD, Exchange, Dell SonicWALL, Cisco IOS, OSX, SAP, VMware, SCCM/SCSM/SCOM, Solar Winds, HSPD12 PIV Card security, SAP, VMware/vCenterOS: Windows 3.1/XP/Vista/7/2008/2010, SBS 2008, Server 2003/2008/2012, Apple iOS, Unix/Linux.

PROFESSIONAL EXPERIENCE:

Technical Security Services Engineer (Lead)

Confidential, Vienna, VA

Responsibilities:

• Triage incidents that come in to the xStream Operations Center and interact with customers to analyze wide varieties of issues; replicate, and coordinate resolutions to customer satisfaction within a critical, client-facing role involving engineering bridge support, incident management, escalation and RCA provisioning according to established procedures.
• Monitor and manage aspects of the xStream cloud computing platform in multiple data centers in North America and Europe in a role requiring Linux/Unix CLI commands monitoring alert validation and response, requests and incidents, and an understanding of the customer systems within Cloud ecosystems; Opsmart, Service Now and Siebel along with meticulous customer communications according to established stringent customer SLAs.
• Using an ITIL v3 framework, manage customer requests, respond to and manage incidents related to managed services; provide problem resolution and participate in defining policy, documentation and provisioning efficient process and procedure.
• Monitor the status of the xStream cloud computing platform using operations monitoring tools and procedures.
• Provides “hands on” assistance in configuring and troubleshooting data center equipment and analyzing security logs for SME escalations as needed.

Sr. Technology Support Specialist

Confidential, Washington, DC

Responsibilities:

• Provided technical and procedural guidance to end - users and team members, and acted as an escalation point to Help Desk Analysts and Technology Support Specialists providing both training and education support as required.
• Facilitated change management in conjunction with Firm-wide IS Department policies and procedures regarding change and information accessibility across all offices domestic and abroad.
• Managed and maintained office technology equipment inventories in asset management system.
• Responded to incident and escalations from Help Desk and provided technical assistance to Jr. Technology Support Specialists.
• Diagnosed complex technical security issues and involved appropriate risk management resources to speed problem resolution.
• Maintained and improved knowledge of Firm-supported security tools, applications and hardware.
• Provided ad hoc training as well as incident follow-up status to end users in accordance with specified IT security and overall IT policies.
• Increased personal knowledge of Firm s security risk environment with the goal of improving overall business and IT alignment.
• Effectively communicated and consistently provided security, incident, policy and procedure documentation seeking to drive incident resolution and identify areas for improvement or automation.
• Facilitated accessibility and security of internal data sources, and provided research and support for the firm as needed.

Lead Service Desk Analyst

Confidential, Rockville, MD

Responsibilities:

• Provided and managed IT network support and training function at assigned remote office location (Rockville MD). Responsible for COTS, corporate, and custom applications, MS and Apple hardware/software, network, storage, Cisco VoIP phones, security and meticulously tracking issues and solutions via issue tracking systems component.
• Managed, maintained and provided troubleshooting assistance with corporate applications, VoIP phones and office server environment via multi - floor LAN/IDF management rooms as required.
• Processed customer requests for applications and automated remote pushes and imaging to extent possible via SCCM/SCOM.
• Monitored and analyzed security and systems alerts via IP Mon, Solar Winds and other tools and coordinated resolution of actionable items, cross-functionally across business units via IP Mon and Solar Winds.
• Coordinated projects, training and support with other IT service towers, such as Network, Security, Server Management, Applications and Telecommunications.
• Documented knowledgebase articles and procedures, and contributed to blogs and wikis and participated in in-house as well as Skype meetings and encouraged the use of social media to improve customer experiences.
• Maintained and updated service management system, including asset management, licensing and procurement.
• Provided telecommunications support in a converged voice and data environment. Was site lead on Lync ip phone project.

IT Manager

Confidential, Washington, DC

Responsibilities:

• Provided on - site management of IT security, file servers, e-mail system, technology processes, websites, network, hardware and software to provide a variety of systems functions, facilities management, data storage, server and database creation and analysis; web and application support, user support planning and training, as well as resolving day-to-day customer IT support issues as they would arise.
• Maintained the organization s websites, including regular functionality checks, analytics, modifications, postings or archiving content as required.
• Created, maintained and updated user and network permissions using Active Directory, Exchange and Windows 2008 Server.
• Identified and evaluated potential threats and vulnerabilities via firewall monitoring, network traffic and security log analysis to identify and determine potential security threats and participated in incident response and triage.
• Managed IT support and training for international staff via remote support of incident triage, diagnosis and resolution, as well as service request fulfillment including shipping and deploying computer equipment around the globe as required.
• On a recurring basis, planned, prepared, configured, oriented and trained users for international webinars, large meetings, seminars, conventions, international travel and related cross-platform collaborative exchanges as required.
• Coordinated and manned engineering bridge calls during network outages with ISPs and all component players through incident resolution, post-mortem and documentation/RCAs.

VPN Security Support Engineer

Confidential, Arlington, VA

Responsibilities:

• Provided remote technical support for VPN/MPLS services for remote and hub installations, management and remediation of router issues, circuit, security, software and hardware issues within a meticulous, metrics - driven, ITIL framework based environment for large multinational client.
• Coordinated the test and "turn-up" of newly identified VPN locations and ensured placed DSL circuit orders were followed through, equipment confirmed, and circuit installations were correctly provisioned and validated.
• Responsible for restoring outages at down sites, interfacing with ISPs, generating trend and root cause analysis reports and troubleshooting issues through to resolution and validating customer s service restoration.
• Provided support queue management against extensive process requirements and expeditious problem resolution in a fast-paced, SLA and metrics driven, very large, international, multiplatform environment.

COMPUTER SUPPORT SPECIALIST

Confidential, Washington, DC

Responsibilities:

• Planned, developed, acquired, provisioned, and maintained computer hardware and software for the Confidential, DC Center, on - site government agencies, professors, classrooms, labs, residences, and students as required.
• Duties included audio visual engineering to facilitate and coordinate teleconferencing, video recordings, and touch screen teaching interfaces including digital overhead displays, related touch-screen visual units as well as managing television studio broadcasts and on-site live studio recordings.
• Spearheaded webinar development for newly implemented law school program and provided software training to various users, staff/students.