SUMMARY:

• 16 years of experience that includes systems administration, network engineering, network security, and end user support.
• Experience building and troubleshooting servers and designing and building networks and troubleshooting network connection problems on Windows 2003, 2008 and 2012 servers, Exchange servers, Active Directory, and Blackberry Enterprise Server.
• Experience with Citrix MetaFrame, Citrix MetaFrame Client, and Citrix Presentation Server.
• Experience with Hyper - V, VMware, and Microsoft Virtual Server.
• Experience performing server backups using Veritas Backup Exec.
• Experience configuring Cisco IOS on 2800 and 1800 series routers, 3700 series switches, and installing hardware devices in routers.
• Experience providing PBX and VoIP phone support and administration of Call Pilot voicemail system, and setting up and maintaining audio visual devices.
• Experience with cable management and LAN room management, activating network and phone ports, creating new network ports, and installing CAT 5 and Coaxial cables.
• Experience providing network security by performing network vulnerability scans, updating, installing security patches and upgrades using Altiris, SCCM, GovLan, Retina, Shavlic, and Tivoli Endpoint Manager and maintaining up to date anti virus software for network servers and computers and removing viruses and malware from computer and servers.
• Experience performing operation system migrations and creating images using Symantec Ghost, and WSUS.
• Experience providing user support for Windows, Linux, and Mac operating systems that includes troubleshooting hardware and software, printers, and audio visual equipment and maintaining accurate hardware/software inventories.
• Responsible for creating and implementing Firefox, JAVA, and Office 2013 Group Policies at USPTO for 10,000+ users with no errors.
• Responsible for evaluating and preparing USPTO environment for future Microsoft Windows 10 migration.
• Assisted with Office 365 migration project at USPTO.
• Received Customer Service Excellence Award Dewitt Army Hospital.
• Received Commanders Award of Excellence Dewitt Army Hospital.
• Served as Deputy Information Security Assurance Officer for Dewitt Army Community Hospital.
• During my tenure as Deputy IASO, Dewitt network rated the most secure network of Army hospitals on the east coast and southern Army bases by Northcom.
• Received Department of Defense Information Assurance Security Certification levels 1 and 2.
• Served as project supervisor responsible for the deployment of computer images for 1500 computers in Dewitt Army Community Hospital.
• Implemented computer image baselines for all computers in Dewitt Army Community Hospital.
• Wrote standard operating procedure for Federal Data Corporation and the Department of Labor on how to image Macintosh computers.
• Wrote standard operating procedure on creating computer security baselines at Dewitt Army Community Hospital.

PROFESSIONAL EXPERIENCE:

Confidential

Lead Desktop Engineer

Responsibilities:

• Promoted to lead team of 3 desktop engineers that support 10,000 + on-site and remote users at the United States Patent and Trademark Office in an environment that includes Microsoft Windows 7, Server 2008/2012. Provide technical leadership and guidance for the execution and delivery of tier 3 support and projects.
• Work with System Administrators, engineers, security, and other teams to integrate enterprise client software and hardware solutions.
• Develop and execute test procedures for desktop software components. Write and review desktop software and system documentation.
• Develop software desktop solutions by analyzing system performance standards, conferring with users or systems engineers; analyzing systems flow, data usage and work processes; and investigating problem areas.
• Participate in AD account provisioning, account permissions maintenance, login script development, AD policy management, and security incident response and e-discovery

Confidential

Desktop Engineer

• Part of a team of 3 desktop engineers that support 10,000 + on-site and remote users at the United States Patent and Trademark Office in an environment that includes Microsoft Windows 7, Server 2008/2012. Provide technical leadership and guidance for the execution and delivery of tier 3 support and projects. Works with System Administrators, engineers, security, and other teams to integrate enterprise client software and hardware solutions.

Confidential

System Administrator/Network Engineer

• Served as systems administrator/Engineer for the Federal Highway Administration in Sterling, VA supporting 100+ users and maintaining 20 physical and virtual Windows 2003 and 2008 servers, network storage servers and Veritas Backup Servers. Duties included the following:
• Built and set up new and replacement Windows 2008 servers and 2008 virtual servers using Hyper-V in accordance with baseline configurations. Monitored and maintained physical and virtual servers, domain controllers, storage servers, web servers, and backup servers. Developed plans for Data Center virtualization. Provided cable management and LAN room management, activated network and phone ports, created new network ports, and installed CAT 5 and Coaxial cables.
• Responded to all requests for network/server information. Developed configurations, track maintenance activities and maintained permissions in Group Policy and user accounts in Active Directory. Assisted users with file and folder ownership and rights issues, created and/or relocated files and folders, provided document control of files and folders for users and groups. Maintained physical and virtual hard drives and performed disk cleanup when necessary.
• Applied patches and security updates to all servers and assisted with resolution of physical and virtual server’s security vulnerabilities using Tivoli Endpoint Manager to remediate vulnerabilities and perform patch management . Supported installation of VoIP telephone system and maintained Cisco and HP switches. Set up and/or relocated hardware (i.e., servers, storage devices) as required.
• Setup of Polycom video conferencing and audiovisual equipment. Entered information into Remedy ticketing system and maintained records on calls received, customers supported, service level agreements, performance statistics, and any other information necessary for accurate customer billing or reporting as required by the Government. Assisted with Level 2 Helpdesk support when necessary.

Confidential

IT Administrator/Engineer

• Go Safer Security is a 20 employee company that sales and installs residential and commercial security systems, CCTV, and DVR systems. While at Go Safer Security I was the sole IT Administrator/Engineer responsible for providing system administration, engineering, security and user support to Go Safer Security employees. My duties included the following:
• Designed, installed, and maintained the network for Go Safer Security that included 3 Windows 2008 servers, 1 2012 virtual server, 5 computers, 4 laptops, 4 network printers, 1 Netgear switch, and a secure wireless network. Troubleshot any issues with network connection, provided cable management and server room management, activated network and phone ports, created new network ports and installed CAT 5 and Coaxial cables.
• Created user accounts, performed network troubleshooting and repair, performed server backups, server maintenance, and server monitoring. Maintained and serviced Windows 2008 servers, file server, Microsoft Exchange 2010 server. Created and mapped network drives, installed software on servers, and installed printers on print servers. Installed new hardware in servers that included hard drives, memory, network cards and installed software patches and updates. Resolved network connection issues with Microsoft Server 2008 Active Directory, and print server issues, Microsoft Exchange Server 2010, DNS, Wins, and Group Policy. Maintained appropriate physical security of data center racks and equipment.
• Researched, located, and removed viruses and malware from computers and servers and maintained up to date anti-virus software, perform security patches, and monitored computers and servers for vulnerabilities. Provide network and computer security by maintaining security updates and performing patch management.
• Coordinated and supervised outside vendors to provide overall support for mission critical projects.
• Maintained, upgraded, replaced hardware and software and repair Dell, HP laptops and computers using Windows 7 and Apple iMac computers and MacBook laptops. Supported and maintained Polycom VoIP phone system and provided support for voicemail system. Repaired workstation, network printers, laptops, and ensured network connectivity. Setup of video conferencing, and audiovisual equipment. Maintained inventory of computers, printers, and audiovisual equipment.

Confidential

Sr. Desktop Technician

• Served as Sr. Desktop Technician at the Department Of Labor main office in Washington D.C. While at the Department Of Labor I was 1 of 5 Technicians responsible for the imaging and deployment of new desktop computer at Department of Labor in Washington D.C. and DOL offices nationwide.
• Daily responsibilities included imaging new computers and configuring network settings, network printers, map network drives, and installing applications.
• Installed local printers and troubleshot issues with recent deployments in the DOL main Washington D.C. office. Maintained Microsoft Excel spreadsheet with new desktop information and prepared desktops for shipping.
• Updated tickets in Heat tracking system pertaining to desktop deployments for the deployment group. Trained new technicians and trained users on Windows 7 and Office 2010.

Confidential

On-Call Network Engineer

• On-Call Network Engineer working on project at First Citizen Banks in Washington DC area to convert ISP from AT&T to Verizon. Located DMARCs, Cisco routers and switches. Verified locations of old AT&T smartjack and new Verizon smartjack. Contacted First Citizen Bank Network Engineers to begin transfer. Informed FCB branch manager when transfer would begin. Transferred T1 connection from old AT&T smartjack to new Verizon smartjack. Verified that transfer was successful with First Citizen Bank Network Engineers. Informed First Citizen Bank branch manager that the conversions were successful and verified that the branch had internet connection.

Confidential

Windows 7 Deployment Technician

• Served as Deployment Technician at the U.S. Treasury Department in Washington D.C. on the Windows 7 migration project that supported 1000+ users in various Treasury buildings throughout Washington D.C. Duties were to conduct computer surveys and interviews with users to obtain information on desktop or laptop configurations such as Outlook setting, local and network printers, mapped network drives, current applications used, file locations, etc. Removed users existing computer and installed new Windows 7 laptop and docking station or new Windows 7 desktop, ensuring network connectivity. Transferred user data and email setting to new Windows 7 computer, installed printers, and trained users on Windows 7 and Office 2007. Trained new deployment technicians on survey and interview process and data and settings migration process.

Confidential

Infrastructure Support Technician III

• Served as Tier 3 IT Support Technician for 1200 users at Lockheed Martin’s Rockville MD location. While at Lockheed my duties included:
• Created user accounts in Active Directory and Exchange and administered computer names, file permissions and rights for users and groups in Group Policy. Loaded and configured software packages, updates, and patches for delivery using SCCM 2007 and performed system backups. Worked in LAN closet activating computer and phone ports, creating new LAN drops, and connecting computers to network.
• Installed and supported VMware for Apple computers and installed and supported Citrix MetaFrame (xenApp/xen Desktop) for remote users and resolved any connection and software problems for remote users using Citrix MetaFrame.
• Sole Technician responsible for the research, location, and removal of viruses and malware from computers and servers and maintained up to date anti-virus software, performed security patches using SCCM and Shavlic, and monitored computers and servers for vulnerabilities.
• Sole Technician responsible for providing Macintosh support and administration for all Apple iMac and MacBook computers throughout Lockheed Martin.
• Sole Technician responsible for creating and maintaining Ghost Server running Microsoft Server 2003 and Symantec Ghost 11 and created images and for all computers in the Lockheed Martin Rockville MD location. Imaged desktops and laptops and using Windows Deployment Toolkit to transfer user data.
• Provided support for Dell and Macintosh desktop and laptops, performed maintenance actions, and installed software patches and service packs. Provided computer systems maintenance and repair, maintained servers, software systems, and networks, diagnosed and resolved hardware, software, and firmware and network problems. Configured, maintained and upgraded network connection devices, and network hardware/software equipment. Provided technical support to include troubleshooting user operating problems, application problems, system configuration issues and malfunctions, and network operating problems. Performed software maintenance comprised of running utility software, isolating client, server, or peripheral configuration problems, cleaning file systems of extraneous temporary and log files, maintaining the approved system baseline. Documented support in Magic TSD and provided information including system supported, issues encountered, current status and projected or actual completion date and provide detailed reports to IT Support Manager monthly.

Confidential

Sr. Desktop Engineer

• Provide phone, remote, and desk side support to 1200 users at the Environmental Protection Agency in a Windows 2003 Active Directory and Novell network environment. Duties included:
• Created and maintained user accounts in Novell, Active Directory, and Lotus Notes. Performed software pushes using Magic Desktop Automation Suite. Researched, located, and removed viruses and malware from computers and servers and maintained up to date anti-virus software, performed security patches using SCCM, and monitored computers and servers for vulnerabilities.
• Performed asset management duties of all Dell desktops and laptops that included receiving and deploying computers and maintaining accurate hardware/software inventories. Provided basic VoIP phone support and basic Cisco IPTV support.
• Supported Dell desktops and laptops using Windows XP, Microsoft Office 2003, and Lotus Notes 6.5.
• Installed, configured, and repaired Lexmark networked printers. Created, installed and maintained desktop and laptop images using the Remote Installation Service server. Troubleshot hardware and software issues and document resolutions for future reference. Monitored and resolved assigned issues received through the MAGIC Call-tracking system. Communicated problem resolutions and additional information to engineering and support teams when needed.

Confidential

Systems Administrator/Engineer

• Sole Systems Administrator providing support to 25 users in Windows 2000/2003 server Active Directory network infrastructure. My duties included:
• Installed and monitored intrusion detection servers to network and provided firewall support. Installed T1 cards to Cisco 2800 and 1800 series routers and connect devices to Cisco 3700 series switch. Assisted with the expansion of the T1 backbone from 1.5 MB to 3MB. Assisted with the installation of D3 circuit to replace T1 circuit. Maintained appropriate physical security of data center racks and equipment. Responsible for configuration and maintenance of systems, including physically installing, moving, and configuring rack-mounted server hardware.
• Created user accounts in Active Directory and Microsoft Exchange Server 2000. Maintained appropriate file and folder permissions and rights for user and groups in Group Policy. Resolved network connection issues with Microsoft Server 2000/2003 Active Directory, and print server issues, Microsoft Exchange Server 2000, issues, ISA server issues, DNS, and Wins Group Policy. Supported and maintained Nortel PBX phone systems and provide support for Call Pilot voicemail system. Provided basic VoIP and Voice Mail user administration (add, delete users). Updated and maintain support procedures and process documentation. Provided strategic, functional, and operational direction of the execution of infrastructure technology projects at Ballard Spahr Bethesda, MD office. Coordinated and supervised outside vendors to provide overall support for mission critical projects
• Researched, located, and d viruses and malware from computers and servers and maintained up to date anti-virus software, perform security patches, and monitored computers and servers for vulnerabilities.
• Created Widows Vista desktop and laptop images using Symantec Ghost, imaged new computers and laptops. Installed and maintained Citrix MetaFrame for remote users to login to network and utilize their desktop applications and computers and resolved any connection and software problems for remote users using Citrix MetaFrame. Provided training to users on new hardware and software. Provided user support for legal software such as Legal Wise, Legal Key, Hummingbird, and Javelan. Maintained, upgraded, replaced hardware and software and repair network printers and ensure network connectivity.
• Configured and administered Blackberry devices and Palm devices. Setup of Polycom video conferencing and audiovisual equipment and maintained inventory of computers, printers, and audiovisual equipment.

Confidential

Configuration Manager

• Served as Configuration Manager at Confidential office in Reston VA. Duties included the review of change management tickets in Remedy and regulating the change process so that only approved and validated tickets were processed for data migration. Established, and managed the project CM repository and source control system. Responded to users request for help via phone, pages, and email.
• Delegated and issued assignments to members of the CM team. Maintained change control records to support all software migration activities. Assisted users with the approval process of tickets, and scheduling times for migrations. Attended daily and weekly restatement phone meetings to assure that all restatement tickets were approved and prepared for migration. Approved RCM tickets and assigned them to secondary RCM analysts to be migrated.
• Ensured that team specific processes and procedures were documented, easily available, and communicated to the RCM team. Performed RCM data migrations using in-house migration tool and verifying completion of the migration through log files and ClearCase. On occasion, performed manual migrations of data using ClearCase. Provided RCM supervisor with weekly status reports that included statistics on all tickets approved and/or migrated and the number of emails, pages, and phone calls received. Assisted with the planning the training and development of new CM team members. Set up access and connectivity to the appropriate databases and network components.

Confidential

Sr. LAN Technician

• Served as Sr. LAN Technician at IMCA-RC supporting 500 users at the Washington D.C. location. My Duties Included:
• Installed and maintained Citrix MetaFrame for remote users to login to network and utilize their desktop applications and computers, resolving any connection and software problems for remote users using Citrix MetaFrame. Assisted Sr. Network Administrators with the building and setup of Microsoft Virtual Servers using Hyper-V.
• Researched, located, and removed viruses and malware from computers and maintained up to date anti-virus software, performed security patches, and monitored computers for vulnerabilities. Installed software patches and updates on computers and laptops.
• Responsible for providing in person, phone, and remote desktop and LAN support to 400 users on Novell network with Dell, Toshiba, and Compaq computers and laptops running Windows 2000/XP. Provided network and user support on Novell 6.5 network using Novell Zenworks and Console One. Installed and maintained printers, laptops, and desktops and resolved network connection issues, and resolved Microsoft application, network financial application and Microsoft Outlook issues. Recorded detailed problem, status, and resolution information through the use of Remedy ticketing system. Maintained Blackberry and PDA devices, solved connectivity issues, and worked with Blackberry administrator to deploy new Blackberry devices and troubleshoot issues. Supported and maintained Nortel PBX phone systems and provide support for Call Pilot voicemail system. Created and maintained desktop and laptop images using Symantec Ghost. Imaged new computers and laptops and deployed to users and provided training to users on new hardware and software. Received and deployed computers and maintained accurate hardware/software inventories using BarScan software. Provided supervision, training, and support to junior members of the team as required

Confidential

Computer Systems Administrator

• Responsible for providing system administration and network security to 1,500 users in Dewitt Army Community Hospital. Duties included:
• LAN administration duties consisted of creating, deleting, resetting, and unlocking user accounts on Windows 2000/2003 servers and creating email accounts on Exchange 2003 servers. Provided support for 20+ servers and the administration of Active Directory, DNS, and Group Policy. Assisted senior network administrators with the migration to Active Directory. Provided administration of HP UNIX based Clinical Information Systems servers including creating, deleting, resetting, and unlocking user accounts, and resolving computer IP and printer IP address issues. Supported and maintained Nortel PBX phone systems and provided support for Call Pilot voicemail system.
• Assisted Sr. Network Engineers with the creation and setup of VLAN. Designed and configured new network connections by working in LAN closet activating computer and phone ports, creating new LAN drops, and connecting computers to network. Sole Engineer responsible for the design and installation of entire network for the Family Practice Department of the Hospital.
• Served as Deputy Information Assurance Security Officer and assisted the Information Assurance Security Officer with the day-to-day security management of computers, and network.
• Researched, located, and removed viruses and malware from computers and servers and maintained up to date anti-virus software, performed security patches using GovLan and Retina, and monitored computers and servers for vulnerabilities. Installed security patches and upgrades and performed weekly network security scans using Harris Stat and Retina security scanners to ensure no vulnerabilities, and fix vulnerabilities when detected. Reported result of security scans to Information Assurance Security Officer, CTO, and CIO and offering plans of action to resolve identified vulnerabilities.
• Project supervisor responsible for creating and maintaining images and security baselines for all computers in hospital using Norton Ghost and providing reports and updates to CTO and CIO.
• Project supervisor responsible for supervising 6 technicians with the imaging of all existing and new computers in Dewitt Army Community Hospital with security baseline.
• Provided support for 1500 users using Dell, Toshiba, and Compaq computers and IBM laptops running MS 2000/XP, and 20 servers running Windows 2003 and Exchange 2003.
• Repaired and upgraded printers, workstations, laptops, and resolved network connection issues. Installed and deployed local printers and laptops and docking stations to end users, and troubleshoot hardware and software issues related to desktops, laptops, and printers. Maintained Blackberry and PDA devices for the hospital that included solving connectivity issues, training users. Provided knowledge and support to junior members of the team when required. Recorded detailed problem, status, and resolution information through the use of Magic Helpdesk ticketing system. Setup of video conferencing, and audiovisual equipment.

Confidential

Lead Computer Technician

• Supervised a team of 5 technicians that performed hardware and software support for the University of the District of Columbia and Washington Hospital Center computers and determine updates and patches needed for Y2K update project. Installed new hardware, computers, software and updates and patches to ensure Y2K compliance.
• Traveled to hospitals and health clinics in the Washington DC area to install new Y2K compliant computers, and train users on new hardware and software.
• Provided support to users of Washington Hospital and citywide clinics.

Confidential

Desktop Deployment Technician

• Relocated desktop computers, laptops, printers, and servers from Confidential in Washington DC to Administrative offices in Silver Spring, MD. Checked network connections of Computers, laptops, printers and assisted network administrators with installing network cables and ports in offices.

Confidential

Computer Technician

• Designed and created computer lab for the Department of Continuing Education at the University of the District of Columbia. Installed Windows NT server and ran cables through computer lab
• Installed computers, printers, and scanners and connected them to Windows NT network.
• Created user accounts and installed training software.