SUMMARY:

• To provide your company a professional that possesses high - quality performance in network administration and technical knowledge, network installation, configuration management, end-user customer service by phone and remote assist connections; as well as excellent communication, management, leadership and analytical skills.
• I am highly motivated and seeking a position as a Windows Systems Administrator or IT Professional position where I can utilize and offer my abilities and seven plus years of military expertise to conduct proficient high-level performance in the network systems and information technology field within your organization.

TECHNICAL SKILLS:

Software:

• Microsoft Office 2003/2010/2013/2016 & Office 365
• Windows 3.1/NT/98/ME/2000/XP/Vista/Win 7
• Symantec Endpoint Protection/Symantec Backup Exec
• Adobe Acrobat
• Windows Server 2000/ 2003/2008/2008 R2
• Internet Security Acceleration (ISA) Server 2004
• ActivIdentity/ActivGold Software/Biometric Software
• HP Universal Configuration Management Data Base (UCMDB)
• VMware/vSphere
• Quest ARS
• TCP/IP
• Active Directory
• Aternity Network Management System
• Windows Deployment Services
• Exchange Server 2003/2007/2010
• SharePoint 2007/2010 Administration
• ManageEngine Service Desk/Desktop Central Ticket Tracking System
• VPNs (Virtual Private Networks)
• BMC Remedy Ticketing System
• BMC Track-It Help Desk Software
• ServiceNow ITSM System
• LogMeIn Pro & LogMeIn Rescue
• Systems Tools Hyena 11.0.3
• Altiris: End-user Client
• Windows Registry
• Windows PowerShell

Hardware:

• LANs/WANs/VLANs/WLANs
• DELL/HP/IBM Laptops & Desktops
• Lenovo Laptops & Desktops
• Dell PowerEdge Servers
• HP Proliant Servers
• OCE Colorwave Printers/Scanners
• Fujitsu Scanners
• Dell/HP/Lexmark Printers
• Smartcard/CAC Reader Technology
• PC Peripherals
• Intel/AMD Based CPUs
• Ethernet Cable T568A, T568B Creation
• Proxy Servers
• Content Filtering Firewalls

PROFESSIONAL EXPERIENCE:

Confidential, WASHINGTON, D.C.

DESKTOP ENGINEERING SUPPORT (TIER III SUPPORT)

Responsibilities:

• Provide Tier III support to Help Desk Analysts and staff and vendor employees at a local and international level for their desktops and laptops.
• Assisted in upholding a courteous technical support.
• Supported members of the Desktop Configuration Management (DCM), BOX Support Cloud Storage, Desktop Engineering (DE), Desktop Infrastructure QA, WhiteListing Admin (Bit9) of the Desktop Infrastructure section at IMF in various duties and IT related tasks including departmental projects.
• Performed Windows Systems maintenance and desktop management through use of Hyena Systems Tools software, Computer Management Console, Registry Editor.
• Analyzed windows machines with the Microsoft Baseline Security Analyzer Tool (MBSA) to verify compliance with the network security updates.
• Provide troubleshooting assistance to multiple Enterprise Operations Department teams Windows Server Team, Network Administrator Team, Network Security Team, Remote Access Team and Exchange Server Team, Cybersecurity Operations Team, and others.
• Troubleshoot and assist end-users with Microsoft Office 365 issues.
• Applied PowerShell knowledge to assist in troubleshooting and analyze technical issues by the PowerShell interactive shell/console.
• Provided assistance to end-users who had trouble with downloads and installations of application packages through Microsoft SCCM 2012 Software Center.
• Responded to escalated tickets from the help desk in the form of incident tickets on a daily basis through BMC Remedy system.
• Created Incident Tasks and Change Requests on needed basis.
• Incident Ticket management using ServiceNow ITSM system.
• Create Windows PowerShell functions to assist with troubleshooting or as needed.
• Attended bi-weekly team/section meetings to update management and update team members on issues related to desktop problem management and troubleshooting.
• Assisted members from other teams to troubleshoot and analyze issues that arose in regards to windows desktops and laptops.
• Supported domestic and international clients with LogMeIn Pro software and LogMeIn Rescue web service/browser interface.
• Worked in a Microsoft Windows domain environment of 5,500+ end-users (domestic and international).

Confidential, MCLEAN, VA

IT SUPPORT SPECIALIST

Responsibilities:

• Maintained all Confidential, Inc. IT related equipment such as desktops, laptops, printers, scanners, etc. through use of various Help Desk Service applications.
• Assisted in upholding a courteous and supportive two (2) person help desk; in turn receiving 100% end-user satisfaction through QoS (Quality of Service) in return.
• Supported the Senior Network Engineer in various LAN/MAN duties and IT related task including Information Technology Department projects.
• Performed Windows Systems account management through use of Active Directory Users & Computers (ADUC).
• Responded to work order requests effectively through the use of BMC Track-It Help Desk Software and Asset Management System; in turn having a closed to open ratio of 50:5 since taking over the Help Desk Technician I position for Confidential, Inc.
• Performed virtual machine administration and maintenance through VMware vSphere 5.x client.
• Troubleshot many DNS, DHCP and IP address connectivity issues on Confidential, Inc. HQ LAN.
• Assisted the Facilities Department in Xerox WorkCentre printer and copier maintenance, by working with service technicians.
• Implemented an IT Asset Accountability Log for record of Confidential, Inc. workstations.
• Provided help desk services to end-users through phone, remote desktop and desk side assistance depending on the urgency of the problem at hand.
• Performed System Administration of a mixed Windows Server Systems environment ( 2003/2008/2008 R2).
• Performed mailbox creation, removal and maintenance by using the Exchange Management Console (ver. 2010).
• Created Exchange Resource mailboxes as requested by the Facilities Department for Conference Rooms.
• Assisted in A/V support for conferences and meetings through operation of PolyCom Systems, Projectors and A/V workstations.
• Helped deploy new system images to workstations and desktops as requested and/or needed.
• Removed viruses and malware from 15+ company workstations since taking over the Help Desk Technician position in May 2014, by using Linux repair disks and windows registry key and registry value removals/deletions.
• Aided end-users with MS Outlook archive file setup/recovery and the setup/recovery of Outlook Data Files (.PST & .OST).
• Supported end-users all productivity software suite issues, i.e. MS Office 2010 Standard and Professional Plus.
• Supported Confidential, Inc. DBAs, SharePoint Administrators, Developers and Web Content Managers with Infrastructure related issues.
• Maintained and operated enterprise level messaging systems for mobile devices (i.e. iPhone and Android - Good for Enterprise Application) with the Sr. Network Engineer.
• Assisted the Graphics Department with Apple Macintosh Workstation related issues with the OS X Server for their graphics software (Adobe Creative Suite), etc.
• Ordered IT supplies from third-party vendors such as CDW Direct, SHI, etc. for best quote possible for all Confidential, Inc. overhead expenses.
• Added and removed workstations from the network environment as needed.
• Performed hardware/software maintenance on workstations throughout the network environment, by performing registry cleans, firmware updates, driver updates and software updates.
• Informed Sr. Network Engineer of all or any network operations that were out of the ordinary.
• Assisted Sr. Network Engineer in GPO and Startup Script maintenance.
• Performed research and testing when issues were encountered to find best form of action when finding MS Windows client and server system issues through the use of MS Knowledgebase articles and various other informational sources.
• Maintained and edited various entries in the Confidential, Inc. Help Desk Solutions Knowledgebase in the BMC Track-It System for better understanding of solutions for present and future technicians.

Confidential, WASHINGTON, D.C.

JR. WINDOWS ADMINISTRATOR (PRIMARY)/SYSTEMS ANALYST

Responsibilities:

• Assigned to SAIC’s Pension Benefit Guaranty Corporation (PBGC), IT Infrastructure Operations Support Services (ITIOSS) contract as a Jr. Windows Administrator on the ITIOSS Windows Team (Tier III), ITIOSS Service Desk Team (Tier I) and ITIOSS Site Support Team (Tier II).
• Provided daily, weekly and monthly reports of assigned tasks and activities as requested.
• Provisioned Microsoft Windows 2003/2008/2008 R2 virtual servers through VMware vSphere 5.0 as requested through Task Tickets, Change Tickets and Incident Tickets assigned.
• Edited established 50+ Work Instructions created by the Pension Benefit Guaranty Corporation (PBGC) for use by the Windows Team and for emergency disaster preparedness operations in the event of a Pension Benefit Guaranty Corporation, Continuity of Operations (COOP).
• Created, modified and deleted 250+ administrative and development user accounts using Quest ARS and Active Directory while in the Windows Team.
• Created, modified and deleted general user accounts using Quest ARS and Active Directory while on the Windows and Service Desk Team.
• Created Windows 2003/2008/2008 R2 virtual servers through PBGC established Work Instructions.
• Performed Windows System administrative duties in Production, Development and Test network environments daily.
• Performed duties as Queue Manager when requested by supervisor.
• Using PBGC Work Instructions created and assisted other team members 3 virtual Microsoft Lync Server 2013: Enterprise servers in each of the Network Environments PROD, DEV, CDE, CDE-I and CDE-T.
• Resolved 300+ Incident Tickets, 80+ Tasks Tickets while on the Windows Team.
• Assisted Site Support Team in 120+ Incident Tickets (IM).
• Resolved over 50 printer issues while on the Site Support team.
• Created server forms for newly commissioned virtual servers/configuration items within HP Universal Configuration Management Database (UCMDB).
• Decommissioned physical and virtual servers through HP UCMDB and generated server commissioned/decommissioned notification forms as required through tasks and incident tickets.
• Provided support to the Asset Management Team in the locating and identifying of 230+ servers.
• Assisted DBAs in the updating of Windows server Oracle Clients when requested by supervisors.
• Created, modified and deleted 425+ DNS records for commissioned and decommissioned Windows Servers.
• Updated and Resolved over 500 Incident Management Tickets (IM) while on the Windows Team.
• Assisted in Quality Assurance (QA) of 50+ virtual and physical servers prior to commissioning for other Windows Team members.
• Updated and Resolved 25+ Task Tickets while on Windows Team.
• Created, updated and closed 764+ Incident Management Tickets (IM), 1565+ Interaction Tickets (SD) while on the Service Desk Team.
• Assisted end-users with MS Outlook calendars, the creation and organization of personal archive folders (.pst) and a variety of other MS Office Productivity Suite issues as well as remote connectivity access issues while on the Windows and Service Desk Teams.
• Performed First Call Resolution in more than 200+ calls monthly.
• Resolved and closed more than 320 Queue and Line Item tickets and assisted service desk team members in the closure of Employee Self Service (ESS) tickets.
• Attended weekly and monthly team meetings in the Windows and Service Desk Team.
• Helped walk-in customers while at the Service Desk Team.
• Assist end-users with Altiris application downloads through a Remote Desktop Connection or Microsoft Remote Assistance.
• Inform Desktop Engineering Team if Altiris needed changes or if application packages were not functioning properly.
• Assisted in resetting customer passwords on Blackberry mobile devices while on the Service Desk Team
• Added, modified and deleted users from AD security groups and distribution lists using Active Directory and Quest ARS.

Confidential, LEONARDTOWN, MD

IT TECHNICIAN

Responsibilities:

• Provide Evening Support for the ITS (Information Technology Services) Department.
• Assist Technology Specialists and guide student technicians providing end-user technical support.
• Provide audiovisual support to college functions including classroom support, miscellaneous ceremonies, faculty support/projects, student projects and college supported community sponsored affairs.
• Receive and respond to callers on a daily basis regarding workstation and laptop issues.

Confidential, HANOVER, MD

IT SPECIALIST (SE2)

Responsibilities:

• Supported 250 users in three offices performing advanced helpdesk and desktop support functions in a Windows 2003/2008 R2 environment with Windows XP/7 desktops.
• Worked with Active Directory Services, WDS, TCP/IP, SSL, RDP, VPNs, WLANs, HTTP/S and Symantec Anti-Virus products.
• Documented helpdesk procedures and created network documentation that helped reduce network troubleshooting time by 80%
• Performed maintenance and troubleshooting for scanning and printing issues.
• Performed daily Active Directory administration tasks (user account creations/deletions, password resets, modifying permissions, troubleshooting, etc.)
• Performed Exchange and Outlook Administration tasks (creating mailboxes, setting up and managing distributions lists, troubleshooting connectivity issues, troubleshooting outlook profile issues, mail issues, etc.)
• Performed basic SharePoint administration tasks (user management, permissions, site creations, etc.)
• Assisted in the creation of infrastructure documentation
• Responsible for maintaining Dell desktops and troubleshooting all hardware issues
• Deployed and configured a Windows Deployment Server for PXE Network boot enabled workstations to reduce operational Down-time by 75%
• Assisted in the building, testing and deployment of Windows 7 images using WDS.

Confidential

INFORMATION WATCH SUPERVISOR

Responsibilities:

• Delegated proper IT related tasks to information center personnel for proper execution of operations.
• Coordinated training in the implementation of COMSEC, OPSEC and TRANSEC to include military protocols and regulations.
• Conducted information operations and provided cryptologic and intelligence information to military fleet and shore commands as well as supported military commands such as USFLTCYBERCOM/C10F, NIOC MD and the NSA/CSS agency.
• Supported the processing and distribution of CRITIC (Critical), DSSCS (Defense Special Security Communication System) and GENSER (General Service) message traffic.
• Provided DSSCS & GENSER end-user/client support by phone and defense computer systems with remote assist capability for 23 military commands, ensuring mission accomplishment was met.
• Ensured messaging systems operated at optimal efficiency, maintaining 95% optimal performance and not degrading below 75%.
• As a senior divisional petty officer, managed and supervised a message traffic watch team of 3+ personnel to ensure proper execution of organizational policies and watch-to-watch operations to maintain 25% of the divisional responsibilities.

Confidential, MAYPORT, FL

LEAD NETWORK ADMINISTRATOR

Responsibilities:

• Provided support to the Information Assurance (IA) Petty Officer and well as assumed the role in their absence.
• Assumed duties as the command Local Registration Authority (LRA) on the Non-classified Internet Protocol Router Network (NIPRNet) for personnel onboard Confidential . I issued PKI certificates to personnel and resolved PKI software/hardware issues.
• Assumed duties of command PKI Trusted Agent on Secret Internet Protocol Network (SIPRNet) for 2-way FSM, secure PKI system and end-user certificates.
• Responsible for providing support to the Information Systems Security Officer (ISSO), Information Systems Security manager (ISSM), and the Operations Department Head to ensure proper end-to-end transport of data and voice systems in a military command.
• Managed and supervised multiple watch teams of 3 to 16 personnel.
• Maintained and operated over 30 radio communications circuits from LMF to EHF frequency bands.
• Operated HF, UHF, SHF, EHF communications equipment and Defense Satellite Communications System (DSCS) equipment.
• Provided end-user/client helpdesk services through phone support and remote desktop connection services in a Windows XP/2K/2K3 Network Environment improving trouble call response time by 50%.
• Responsible for nearly $1 billion dollars’ worth of equipment and handled Operations and Combat Systems Department inventory.
• As the Lead Computer Technician/Network Administrator I was responsible for maintaining over 210 pieces of ADP (Advance Data Processing) related equipment as well as design and deployment of LAN/WAN systems and equipment.
• Managed and professionally trained 24 division personnel, 18 divisional officers and 8 department heads on various ADP/Networking related topics, in return work efficiency increased greatly.
• Developed 12 Standard Operating Procedures (SOPs) for network related issues and training combined.
• Administered and managed 4 classified/unclassified computer network systems to include configurations, management, administration of network services and user accounts and network performance analysis and management.
• Lead 4 network related projects and the deployment of a network upgrade and made hardware and software recommendations.
• Monitored various areas of support including: account provisioning, e-mail messaging (Outlook, Outlook Express) and MS Office Suite applications and Windows installation, configuration, and upgrades to include service packs.
• Maintained and monitored a Hybrid network composed of Ethernet and Fiber Optics interfaces and network components that included Cisco routers, OMNI Swtich/Acatel Switches, and HP Proliant Servers loaded with Windows/Exchange Server 2003, ISA Server 2004 Operating Systems.
• Maintained military network crypto equipment to maintain unclassified and classified networks secure from intrusions.
• Maintained and performed backup of databases on Windows operating system environments.
• Conducted PC and Laptop (DELL/HP/COMPAQ/IBM) and Printer (HP/Lexmark) repair and maintenance.
• Administered and managed Combined Enterprise Regional Information Exchange System ( CENTRIXS), Common PC Operating System Environment 3.0 (COMPOSE 3.0) and Integrated Shipboard Network System (ISNS).
• Operated and maintained Naval Modular Automated Communications System II (NAVMACS II), WSC-6, WSC-3, URT-23. URT-24, Red Single Audio System (SAS) SA-2112, Black SA-2112 SAS, Single Channel Ground and Airborne Radio System (SINCGARS), Multiple Naval Antennas and Equipment.

Confidential, SAN DIEGO, CA

COMMUNICATION SYSTEMS OPERATOR

Responsibilities:

• Helped in planning, deploying and maintaining classified and unclassified RF/SATCOM circuits and maintain security LAN/WAN systems in a team setting.
• Conducted continuous operations of external communications and message processing.
• Conducted day-to-day operations of Radio Central and the entire Operations Department.
• Handled over 500 incoming and 50 outgoing messages daily, which reduced division workload by 25%.
• Maintained 100% operability and calibration of communications antennas, to maintain operational readiness.
• Managed and provided software and hardware support for command information systems.
• Diagnosed and performed maintenance on command, control, communications, computer, and intelligence (C4I) systems.