EXPERIENCE SUMMARY:

• I have over 8 years of experience in Information Technology (IT) infrastructure design and implementation.
• As an IT Specialist/ Systems Administrator Tier III I have worked in various IT divisions within Government agencies and the private sector to ensure that contractual obligations and schedules are met.
• Experienced in providing day - to-day/hands-on and remote technical support as need and create policies and procedures to help end users with common technological.
• Providing technical support and also working with team members and vendors to ensure correct configuration applications, environments and 3rd party interfaces.
• Also experienced in processing and documenting IT assets from Retirement to Surplus.

TECHNICAL SKILLS:

• PP Studio
• Microsoft Visual FoxPro
• Junos Pulse
• SQL Developer
• SQL Navigator
• Remote Access\VDI
• 2008 SQL Express tools
• Mail Room Tool Kit
• Checkpoint Smart Console and Encryption
• PGP Encryption
• Confidential End Point Manager (Big Fix)
• Symantec End Point Manager
• BMS Control-M; BMC RemedyForce
• BMC Footprints, BMS- Magic
• All Microsoft Applications & operating system
• Remedy/ Numara Footprints/ Track-it
• Exchange 2007 and ActiveSync
• Ghost Imaging Software
• Paragon Imaging Software
• Smart Board
• Cisco Meraki Dashboard
• SysPrep
• Absolute Manage Software
• VMware/VPN basics
• Google Apps
• Office 365, Reflector
• Active Directory
• Mozilla Thunderbird iPlanet Delegated Administrator
• Virus and Malware removal
• Faronics Deep Freeze
• Sophos Safeguard
• RSA SecureID
• Sharepoint
• Clonezilla
• Evernote
• Producteev
• Concur
• Kronos
• Package Concierge
• Pynwheel
• LogMein, GoToAssist, TightVNC
• Skype for Business/ Lync

EMPLOYMENT EXPERIENCE:

IT Operations Manager

Confidential, Tysons Corner, VA

Responsibilities:

• Leads and manages an IT cloud environment with support from Vonage.
• Serves as top tier support for any IT related issues
• Manage and developed new and current relationships with IT Vendors such as SHI, Vonage, Kalothia, Confidential, ePlus, Amazon, Level3, Apple and Cogent
• Manages an IT team, delegated responsibilities, triage tickets and support requests
• Manages an IT infrastructure including internal and hosted servers, this includes Exchange and Skype for Business servers, Active Directory, internal networking equipment, etc.
• Plan, manage, and maintains project schedules related to IT for new office locations for new government contracts
• Works with a team of other service center representatives to ensure strong team cohesion for back office functions/roles
• Provides on call support outside of business hours and on weekends
• Creates process/support documentation for end users
• Creates internal process documentation and record keeping strategies for audit compliance and overall organization
• Creates and manage IT budget for the organization as a whole
• Works with project stakeholders to ensure customer requirements are met with exceptional quality
• Work with government IT teams and stakeholders to ensure compliance with customer specific jobsites
• Act as primary SharePoint administrator responsible for creating and managing new team sites and permissions. Create and enforce best practice for permissions management.
• Supports Cisco VPN account creation in Cisco Firewall 5515
• Works with JAMF Pro (Casper Suite) for Apple device enrollment and inventory

Regional Senior IT Support Specialist

Confidential, Tyson Corner, VA

Responsibilities:

• Provides technical support to over 35+ properties in the North East Region physically, and remote support nationwide.
• Assists with take-overs, and transitioned teams for newly acquired properties by setting up new users for systems access.
• Discovers wiring issues and other unknown issues that are caused by construction before and after the move-in date of take-overs and new properties.
• Participates in the property takeover kick off call with the Regional Property Manager and other functional teams to discuss the needs of the asset.
• Designed and implemented local area and wide area networks including network servers, workstations, hubs, routers, firewalls, switches, load balancers, VPN concentrators (site to site and remote) and other peripheral devices using ASA and Cisco Meraki MX’s and MR access points.
• Cisco, Shortel, and Confidential VoIP installation, configuration and administration.
• Collaborates with Operations, Development, Marketing,, HR, Design departments and 3rd party vendors to ensure that each property is properly and completely configured to perfection.
• Responds to email messages for end users seeking help.
• Formulated acquisition plans and reviewed invoices with resolving billing disputes.
• Writes policies and procedures to help end users with common technological.
• Assists with the setup and configuration of vendor interfaces, such as Confidential, Verizon, Time Warner, Crimpco, Town Group, Pynwheel, and Concierge companies.
• Kept stakeholders and upper management abreast of project status, progress, changes, timelines and cost, by facilitating and conducting interdepartmental and vendor targeted meetings.
• Monitor technological changes and developments associated with wide-area networking, optical transport networks, software-defined networks, wireless, mobility, satellite, Ethernet, unified communications, IP/enterprise network infrastructures, and cloud based-services.
• Make formal and informal presentations to management, communicate with clients, technical services both orally and in writing and with contract document to include cost analysis.
• Protect and preserve PC AND Mac's configuration using Sophos Safeguard versions 6.1 and 7.0
• Maintain Active Directory for onsite/offsite clients. Maintenance includes adding/removing users, configuring group policies, configuring/resetting accounts and passwords.
• Remote access using RDC, join.me, GoToAssist, and LogMeIn.
• Set up users to VPN using RSA SecureID hardware/software tokens.
• Added new end-user email addresses and name changes to Office 365 and Active Directory by utilizing scripts in Powershell.
• Provided step by step procedures to configuring the end-users email to their mobile devices, as well (Blackberry, Android, and iPhone).
• Installed and configured end-users
• • Configure Active Directory sync to Office 365 accounts. This includes licensing and security settings.

IT Support Specialist

Confidential, Shady Grove, MD

Responsibilities:

• Supported the day to day environment of VMware vSphere ESXi 5.1 and vCenter 5.1. Responsible for 11 clusters of 54 vSphere ESXi host servers, 5 linked vCenters and nearly 300 virtual machines.
• Maintain management servers and domain controllers, and resolve errors in the enterprise active directory environment as well as develop and implement policy, procedure and new services that play a critical role in day-to-day operations.
• Provided break/fix and provisioning support for virtualization desktops.
• Accepted Tier II-III tickets via Remedy, Outlook, phone, logs all requests, in regarding of troubleshooting WebApps, Windows servers, and backups.
• Protect and preserve PC AND Mac's configuration using Faronics Deep Freeze
• Customer service and worked in a team environment.

Senior Desktop Support Specialist

Confidential, Chantilly, VA

Responsibilities:

• Provide day-to-day hands-on and remote technical support for desktops and laptops using operating systems (Windows XP, Windows 7, Linux, and Mac OS X)
• , printers, and conference room video.
• Provided break/fix and provisioning support for virtual desktops within Confidential .
• Researched and recommend desktop/printer hardware and software solutions. Execute desktop processes and procedures, delivered services to the business and meet SLAs.
• Participated in desktop/laptop-related projects which included setting up Win7x32bit machines for users to access home-grown software such as PP Studio, FoxPro and Shake&Bake
• Delivered superior customer service skills
• Software Packaging and Deployment to other ACI properties within the Nation.
• Laptop and server Imaging (Cloning, Image creation, Image backups) and deployment
• Desktop and Laptop Hardware and Peripherals
• Network and Local Printers\ Vulnerabilities
• Active Directory Configuration
• Virtual Desktop creation, maintenance and support
• Incident and service request ticketing systems
• Worked diligently with business and technical leads to understand scope and align project deliverables to meet release deadlines Pushed out checkpoint encryption software through IEM
• Remote access using RDC, join.me, and GoToAssist
• XP Elimination: Decommed or Re-Imaged over 103+ users XP machines with new Win7x64 Desktop/Laptops.

Desktop Support Specialist

Confidential, Reston, VA

Responsibilities:

• Imaged Laptops
• Configured laptops “e.g., profile creation, activating windows, system updates”
• Installed Symantec Endpoint Protection
• Installed McAfee endpoint encryption (safe boot) and assigned identification numbers and passwords to end users in Active Directory
• Installed Microsoft Lync for immigration group contact
• Installed VPN service
• Microsoft Outlook management

Desktop Support Technician

Confidential, Arlington, VA

Responsibilities:

• Assist creating an IT infrastructure within a private al institution.
• Configured and troubleshoot PC's, iPad's and Chromebooks.
• Assigned the CPU's to students at a selected grade level.
• Connected iPads to the Reflector Application and merged the two with Smart Boards, which enabled the instructor to provide a visual with the iPad to the students.
• Installed Operating Systems on Laptops or old workstations
• Manage Local Groups and User in the Active Directory
• Managed Local accounts
• Add and removed Programs
• Provided Maintenance on Passwords
• Configured and maintained Printers
• Connected users to the Domain
• Diagnose and troubleshoots serious virus infections, spyware issues, and optimizes work station performance using industry best practice methodologies, processes, and tools while maintaining workstation security policies and operational status.
• Email Server (Microsoft Exchange, Outlook, Office 365, Google Drive)

IT Specialist

Confidential, Washington, DC

Responsibilities:

• Overlooked assets that were owned, leased and subleased by 4 divisions within the IT department.
• Responsibilities consisted of determining the feasibility of asset acquisition and presenting supporting documentation to upper management.
• Also, handled special projects as determined by the division-managing directors.
• Team Leader Inventory Team: processed and documented all new IT assets.
• Team Leader for the Surplus Team: processed and documented all IT assets from Retirement to Surplus status with a total count of 2,000+.
• Trained new ITAM staff on internal procedures and Federal Regulations for processing
• Retired assets to Surplus status
• Participated in working groups for the preparation and implementation for the new d Confidential dump automated Asset Discovery and Tracking Tool, Numara Footprints.
• Reviewing routine IT d Confidential ; providing standard IT products and services to customers; or working with clients and customers to assess their needs, provide information or assistance, resolve their problems, or satisfy their expectations.
• Serves on acquisition development and proposal evaluation teams and ensures that procurements are performed accurately, adequately documented, and effected in a timely manner.
• Coordinate with acquisition and program management professionals and other IT and telecommunications specialists, monitors and understands technological changes and developments associated with IT telecommunications, and networking technologies to ensure that the business portfolio accommodates emerging technologies.
• Performed scans, log reviews, IDS configurations, and reviewing Websense/AV/Malware Software flags as necessary.
• Identified, evaluated, mitigated, and minimized risks associated with information technology systems and coordinating the implementation of security programs, projects, and policies.
• Ensured the confidentiality, integrity and availability of systems, networks, and d Confidential involving involves varying degrees of expert-level knowledge of IT security.
• Ensured systems were operational and/ or if necessary, disposed of; carrying out the disposition of systems or equipment in accordance with documented security policies and procedures;
• Ensured necessary security controls were in place and operating as intended; advising users of risks to systems and assessing risk; completes and maintains appropriate security documentation including systems security plans.
• Participated in system assessments and processes; creating and maintaining authorization documentation; assist in the development and updating of changes to systems; and, assessing the security impact of those changes;
• Ensured users had the required background investigations, the required authorization and need-to-know, and are familiar with internal security practices before access is granted to systems and ensuring user identification and authentication scheme used.
• Promoted information security awareness and identifying, reporting and responding to security incidents and reviewing security alerts on vulnerabilities.
• Reviewed system security audit trails and system security documentation to ensure security measures are implemented effectively and evaluating known vulnerabilities to ascertain if additional safeguards are needed.
• Assisted in the development and maintenance of contingency plans and tests; and, supporting IT security measures and goals.
• Complied with requirements for individuals with significant security responsibilities; ensured Privacy Impact Assessments (PIAS) are completed for IT systems that are new, under development, or undergoing major modifications which impact Privacy Act d Confidential .
• Provides advice and assistance on complex and technical matters to improve organizational government-wide programs.
• Make formal and informal presentations to higher level management, communicate with current and potential clients, and define and describe technical services and capabilities both orally and in writing.

Information Technology Analyst

Confidential, Washington, DC

Responsibilities:

• Provided helpdesk support for over 100 end users a day with difficult and unique problems IBB Mac/PC software and hardware. Performed a variety of research, infrastructure design, and administrative tasks associated with digital web projects with international news reporters, ensured that schedules are maintained for review, and approval processes.
• Windows Server 2000/Windows XP/Window 98/Windows Vista/ Windows 7
• Installed Operating Systems on Laptops or old workstations
• Manage Local Groups and User in the Active Directory
• Managed Local accounts
• Add and removed Programs
• Provided Maintenance on Passwords
• Configured and maintained Printers
• Connected users to the Domain
• Installed and Configured DHCP, DNS, and WINS
• Diagnose and troubleshoots serious virus infections, spyware issues, and optimizes work station performance using industry best practice methodologies, processes, and tools while maintaining workstation security policies and operational status.
• Email Server
• Managed emails for employees
• Managed all accounts
• Navigated emails to add users to the network & email groups

Information Technology Internship

Confidential, Washington, DC

Responsibilities:

• Provided end-user computer support to Radio and TV broadcast Journalist, Radio and TV technical staffs, Engineers, numerous administrative and financial support staffs.
• Assembled and installed new computers for new uses and replaced old computers
• Cloning PCs, installing or relocating equipment, replacing defective hardware (keyboards, mice, speakers, monitors and CPUs) and
• Maintenance printers by trouble shooting hardware failure and replacing toner cartridges.
• Assisted with hardware installation of servers and loading of software.
• Loaded the latest OS X software on to MAC desktops.
• Updated and closed Remedy trouble tickets indicating action to taken to resolve an open trouble call.
• Conducted Netscape email profile creation and maintenance, configuration on email messaging client.