SUMMARY:

• Highly trained and experienced in providing exceptional IT support and quality customer service.
• Demonstrated capacity to identify root causes and direct clients to lasting resolutions.
• Adept at articulating complex technical concepts to users of varying technical understanding.

TECHNICAL SKILLS:

• PC, MAC OS/X,
• Windows: 7, 8, 10
• VMware vSphere\Horizon\VDI
• Citrix Receiver configuration & Support
• Active Directory & ADM
• Windows Server 2003, 2008, & 2012 R2
• Exchange Server 2003 & 2010
• DameWare & Bomgar
• Remedy & Service Now
• ActivClient/90Meter
• PKI Support/ TMS Portal
• Adobe Support
• Java Support & configuration
• BitLocker Drive Encryption
• VERITAS Backup & Recovery
• System Optimization and Configuration
• Cisco AnyConnect/ Citrix
• SCCM, IBM Big Fix, & WSUS
• IBM Endpoint Manager & Tivoli Endpoint Manager
• CyberArk
• HBSS, Security Center Nessus, Wireshark, NMAP, Metascan, McAfee ePolicy Orchestrator(ePO), Splunk, AppDetective, DBprotect, & WebInspect

EMPLOYMENT:

Confidential

Cybersecurity Specialist

Responsibilities:

• Draft and developed the Confidential cybersecurity manual supporting Chief Confidential Instructions for Cybersecurity Risk management/mitigation Plan.
• Update and support the Confidential Information System Continuous Monitoring.
• Develop, maintain, and update system policies, documentation, plans, test results that enforce the IA posture of the Confidential information system, certification and accreditation processes, and provide evidence of compliance with the assigned IA controls.
• Support the development of briefs, point papers, and white papers to inform senior leadership of emerging policy requirements and system vulnerabilities.
• Evaluate cybersecurity efforts to ensure baseline security safeguards are implemented on customer information systems.
• Review and assess RMF / DIACAP security controls for Confidential security controls.
• Produce periodic Confidential Cyberscope Scorecard compliance status reports and maintain the program to ensure all facets are current and within Confidential standard.

Confidential

Sr. Security Analyst

Responsibilities:

• Conduct assessments and vulnerability scans against web, database, operating system, Wi - Fi and network devices using Confidential CDM vulnerability scanning tool suites.
• Utilize vulnerability security tools: Nessus, AppDetective, WebInspect and DB Protect, with reports.
• Utilize reporting tool, Confidential / Continuum for the documentation and evidence of assessment results for each system.
• Perform scans to ensure all known vulnerabilities are mitigated or documented within a system Plan of Actions and Milestones (POA&M).
• Perform Security Content Automation Protocol (SCAP) Compliance scans.
• Analyzes and coordinates system remediation activities with ISSO.
• Conduct ad hoc testing on an as-needed basis to assist with testing/development activities.
• Work with ticketing systems to track CR and security assessment request.
• Work with team members to identify and address security and compliance issues.

Confidential

System Administrator

Responsibilities:

• Daily system monitoring, verifying the integrity and availability of server resources, systems and key processes in System Center Operation Manager (SCOM).
• Conduct triage on outages and work with all support teams to determine root causes.
• Maintain Windows 2012 R2/ Active Directory/ DNS servers and multi-master zones.
• Administer access to ODLAN/DA HQ in Microsoft Active Directory.
• Configure Domain Name Controller, Domain Name System (DNS) and DHCP server.
• Administer enterprise email accounts in DISA.
• Provide software upgrades, security patches and bug fixes.
• PKI (LRA) Registration Authority, responsible for creating, recovering, and revoking PKI credentials.
• Ensure compliance with security policies and procedures.

Confidential

System Administrator

Responsibilities:

• Create, maintain and update PC rollout images, patch management and software distribution.
• Configure and manage operation system deployments (OSD) across the LAN.
• Provide troubleshooting diagnosis, and repair for microcomputer devices.
• Scan systems that have been comprised and provide corrective action.
• Security Liaison for customers who request a security waiver for non-approved software.
• Perform system maintenance and upgrades on software/hardware systems.
• Collaborate, document, and share information to improve team processes and SOP’s.

Confidential

TIER III

Responsibilities:

• Provide technical support for over 6000 SIPRNet and Confidential user.
• Provide user and server administration for MS Active Directory and Exchange 2010 infrastructure.
• Troubleshoot account issues in MS Active Directory.
• Grant the correct permissions for each user account.
• Perform domain administration on windows server 2003 & 2008.
• Troubleshoots and resolve system hardware, software, and communications problems.
• Troubleshoot, configure and manage VMware vSphere & VDI environments.
• Troubleshoot issues related to virtual desktops, servers and applications.
• Responsible for the analysis, administration and support of Desktop and Thin Clients.
• Troubleshoot token functionality and issue new tokens when necessary.
• Resolve routine configuration issues with Exchange servers and Microsoft Outlook.
• Support and troubleshoot COTS and GOTS software.
• Distribute and patch new software releases, system upgrades, evaluate and resolves software related problems.
• Follow Confidential procedural guidelines and respond to and resolve inquires and concerns.

Confidential

Help Desk Specialist

Responsibilities:

• Respond to telephone, and/ or e-mail requests for support for all systems and equipment within the Confidential Defense Health Service System ( Confidential ) environment in accordance with current or revised service Desk Standard Operating Procedures (SOP) and/ or service level agreements.
• Provide Tier I/Tier II Support and resolution to customers with hardware, software, and application problems.
• Trouble shoots printers and other PC peripherals as well as connectivity problems.
• Fully document all troubleshooting and resolution steps within the REMEDY ticketing system.
• Assist end-users in person and remotely with various hardware and software issues.
• Document and submit problem resolutions to the knowledge database in order to assist other Help Desk personnel with problem resolutions.
• Responsible for POA&M generation, tracking and briefing.
• Disseminate Product Instructional Guidelines (PIG’s) and Information Assurance Vulnerability Alerts (IAVA’s) to stakeholders via email requesting concurrence or for scheduled maintenance.
• Monitor functionality of essential Military Health Systems (MHS) and Confidential applications.
• Coordinate, track and update service requests throughout Confidential business units to ensure that all customer requirements are handled expeditiously while keeping both the user and management apprised of significant changes in the workload status.
• Ensure trouble tickets are captured in the Military Health System (MHS) Remedy Incident/Change Tracking System for all service related requests.

Confidential, Arlington, VA

Service Desk Tech

Responsibilities:

• Responsible for provisioning new accounts and hardware during the on-boarding process.
• Resolve issues surrounding computer hardware, software, and telecommunications systems while demonstrating expertise in customer service and technical knowledge.
• Respond to calls, and email requests, for technical, desktop, and server support by working trouble tickets as directed.
• Providing first-level problem resolution on the telephone with users; and walks the user through a series of steps to determine problem; classifies level, priority, and nature of problem.
• Inventory control includes maintaining PC/printer/hardware stock and updating database accordingly.
• Fielding requests from customers for support on issues related to life cycle replacement of systems.
• Responsible for delivery, moving and installing devices and related software as well as device inventory.
• Coordinate and communicate with other managers to leverage resources and discuss solutions to problems.