SUMMARY:

Goal oriented and collaborative IT professional with over 15 years hands on experience as a System Engineer/Systems Administrator. Computer Science degree in Information Systems, and high - level experience in different technologies. Proven analytic and problem-solving skills with the keen ability to assess needs, define requirements, develop value-added solutions, and execute technical solutions that streamline and improve operating efficiencies. Ability to communicate with technical and non-technical audience, develop system documentation and create policies to meet the needs of dynamic and continuously changing environments.

TECHNICAL SKILLS

Applications & Operating Systems : Windows OS XP/7/8/10, Mac OS 10.7/10.8/10.9/10.10, Cisco IOS 15 and Linux Redhat / Ubuntu 14.0, Scripting, Win 2008 Hyper V, Citrix XenApp, Windows servers 2003/2008/2012 , Office 365 Onboarding / Azure (Microsoft cloud computing), AWS (Amazon cloud computing), Cisco Callmanager, Cisco VPN 4.x, ESX Server, Altiris Packaging Deployment Server 6.1, SharePoint 2007, Remedy, Freshservice, Veritas backup Exec, Cisco PIX, Mysql, McAfee Vulnerability Manager and Nessus vulnerability scanner.

PROFESSIONAL EXPERIENCE

Helpdesk Manager

Responsibilities:

• Administer and monitor the daily operations of ADEA office network, internet access, websites, electronic communication, system security, system backup, on and off-site end-user support, Crestron based telepresence / AV systems technologies and the VOIP Avaya phone services.
• Manage association IT assets, provide short- and long-term maintenance plan and carries out upgrade implementations and negotiate service contracts with vendors to support network operations while supervising the performance of Technical Support Specialist and train the specialist when necessary.
• Manage the installation, configuration and administration of all security related tools e.g. the router (Cisco 3925), firewall (Cisco ASA-5515-X), IDS/IPS, vLans, Symantec Managed anti-virus suite, Proofpoint antispam filter, Nessus vulnerability scanner to conduct vulnerability assessments and respond to all alarms and events for security related issues.
• Troubleshoot and resolve escalated complex issues, regarding the network beyond the 2-level help desk expertise while identifying and managing the IT infrastructure projects, related ongoing support to p roactively, analyze, and resolve any network performance issue.
• Assist and maintain the company’s VMware Virtualization environment and the DBA to d evelop and deploy technical solutions in supporting the critical business functions of the organization .
• Provide technical assistance and mentoring to technical team members to increase skill sets and understanding of systems, and architectural design. Work with the CIO to develop project scopes, estimates, milestones, and timelines.
• Supervise the development and documentation of the organization policies and procedures as related to network, systems, device use and security
• Manage all IT helpdesk operations associated with the identification, prioritization, and resolution of reported problems while ensuring that all phases of service desk support are properly coordinated, monitored, logged, tracked and resolved appropriately.
• Remain abreast of emerging and evolving technologies within systems and networks to assist in setting strategic direction of the core service offerings for the organization.

Team Lead

Confidential

Responsibilities:

• Provide supervision on systems administration, configuration and maintenance for all modules of
• Trapeze PASS dispatching software (including the PASS workstation, PASS-MON, PASS-IVR, and PASS Web products).
• Manage IT team in developing new queries and stored procedures for a large Trapeze SQL Server 2012 database in support of paratransit operations.
• Provide domain administration for production environment; created accounts and deployed group policies through Windows Active Directory and maintained Windows 2003/2008/2012 production servers.
• Provide matrixes, reports and queries for upper management using MS SQL and Crystal Reports.
• Provide support for WMATA’s IT environment for the MetroAccess 24/7 call-center, 3 operating divisions, and multiple providers.
• Currently, in a VMware / Citrix MetaFrame PS / Trapeze environment that includes and testing environments supporting approximately 30 servers and 300 Dell desktops, notebooks, & thin-clients located at four locations in the Metro DC area.
• Responsible for managing and support desktops users, server infrastructure, telephones, applications & the network. Interact with internal clients on all levels to help resolve IT-related issues for MV’s Metro, including Juniper VPN remote support for providers accessing WMATA’s IT systems. Assist with the procurement of all software, hardware and other IT supplies related to the MetroAccess contract. Provide support for MetroAccess staff for existing Trapeze reservations, scheduling, routing, dispatch, eligibility and customer service applications.
• Develop best-practices and recommend system improvements to optimize features and modules within the Trapeze environments.
• Assist with testing, installation, implementation and of application upgrades, as well as new applications, including planning and analysis tools, as they relate to the contract.

Migration Engineer

• Supported Norfolk Southern's existing project & PC LAN team to migrate 1200 users from Win XP to Windows 7 via MDT 2010 Server + WDS + WAIK tools. Configured servers GPO by DISA STIG.
• Imaged IBM Proventia & Dell laptops, desktops in Win XP and Win 7 / MS Office 2013 and middleware programming to develop and enhance supported systems improving communication to connect people, information, and teams, helping to enable comprehensive and effective collaboration.
• In this position I provided engineering for technologies such as Unified Communications Manager,
• Unity Connections, Jabber, WebEx, Telepresence using the existing Cisco Tandberg c20/mxp 600 infrastructure and other VTC components.
• Troubleshoot TCP/IP configuration, load balancing, bandwidth , DNS and IP routing protocols on
• Cisco routers / switches such as BGP, EIGRP and MPLS using command line tools. Built, baseline, harden and deploy new servers.
• Trained staff on Office 365 / SharePoint 2013 and Window 8, Mac OS X and Chromebooks.

Systems Admin

Confidential

Responsibilities:

• Provided second level and third level web support and systems engineering for problems relating to Citrix server environment while implementing Fed RAM/NIST standers.
• Microsoft Hyper V virtualization, Oracle 10g, F5 loads balancer, VPN and Active Directory.
• Perform network vulnerability assessment, port scanning and intrusion detection using tools such as McAfee Vulnerability Manager / FireEye and report logs to the SOC.
• Built, harden and maintain client’s servers / personal computers, routers and network components, while maintaining enterprise tape backups, remote replication, SAN, server base security, backups, and virus protection.
• I also participate in desktop/network hardware and software upgrade planning and implementation, provide second level support Lan Administration staff members, and interact with other IT Departments staff, senior management and vendors to resolve network related issues and problems.
• Diagnose and repair computers and network problems. Support AVAYA IP phone system, TCP/IP, DHCP, client/server and internet concepts, Microsoft W2k and Windows 2008.

IT Manager

Confidential

Responsibilities:

• Used Solarwinds Orion / Whatsup Gold to monitor and administer all network devices and workstations. Responsibilities included managing the helpdesk in identifying and resolving hardware and software malfunctions, conducting throughput analysis, network problem solving, assisting with network infrastructure planning and design, recommending networking systems security controls, participating in various networking projects intended to improve/upgrade the network infrastructure. I also support QuickBooks Enterprise 11.0, AWS (Amazon cloud computing), F5 load balance tools, web/email hosting and virtualization using VMware Server for testing (SUSE Linux, Ubuntu, Windows Server 2008, Windows 7 and Mac OS 10).
• Responsible for supporting, maintaining, secure and monitor 2003/2008 Windows servers and in Windows / Mac OS 10 LAN/WAN infrastructure.
• Responsible to configure, manager and secure Cisco UC520 IP Telephony using Callmanager.
• Create and deploy HP and Dell sever imaging.
• Troubleshoot DNS, WINS, VLANs and DHCP issues.
• Administer and migrate user’s accounts from one container to another domain using Active Directory.
• I also use Windows terminal service to remotely monitor, configure and troubleshoot servers and workstations on remote sites.

IT Consultant

• Provider consulting on IT managed services including web management, cloud computing, network security etc., for NGO, s and small embassies in the Washington dc area.
• Support data bases systems such as Oracle and Hyperion.
• Provide solutions for hardware and software issues.
• Maintain, deploy and secure 802.11 a/b/g wireless networks using Cisco routers (2500, 2950, 3550 series), Maintain exchange backups and provide other forms of onsite computer support that meet today's increasing demand.
• Provide network performance monitoring and troubleshooting accomplishing assigned projects relating to team goals for hardware replacement for HP and Dell servers in pre-production environment.
• Use Veritas Backup Exec to ensure integrity of all network data through backups and scheduled Preventive maintenance.
• Use Active Directory to administer account.
• Manage and configure ICA clients on Citrix servers.

Confidential

Responsibilities:

• Performed provisioning, monitoring, deployment, management, and troubleshooting for the
• USPTO 800+Network Servers (IBM X Series 345, Dell PowerEdge, HP ProLiant Servers, Citrix presentation Server Farms, VMware infrastructure) while implementing FedRAM/NIST standers.
• Utilize SNMP & ICMP monitoring tools to proactively address & resolve system issues in different platforms using a variety of Network tools such as EM7 Management Systems, SMARTS InCharge, Ciscoworks, NetIQ and more to configure, test, monitor and support critical network elements using real time alarming of network faults, analysis, notification, trending and escalation. • Provides real time and near real time response to MSOs technical support groups and management regarding test of applications.
• Work close to SOC to perform network vulnerability assessment, port scanning and intrusion detection using tools such as McAfee Vulnerability Manager and FireEye.
• Be a facilitator with engineers, service managers, providers and vendors.
• Initiates, updates, track and close network trouble tickets using Remedy.
• Create and send network alerts and flashes of outages.
• Provide audit log and turnover for shifts to make sure that accuracy of data is valid and outstanding issues have been documented.
• Work to develop and implement network management tools and processes to improve the NOC capabilities and to ensure quality service.
• Daily monitoring of service queue and generation of service requests following recommended service procedures Work on monitoring applications.

Network Administrator

• Direct systems administration of 200+ customers. Designed and concurrently administer internal telecommunications and voicemail system via T1 connections for 28 long distance circuits and nine local circuits serving 10+ nodes.
• Consult with senior executives on future technology issues involving connectivity for LANs, WANs, and Internet applications.
• Built, manage and support new Virtual Machine Farm.
• Create and deploy HP and Dell Imaging. Install and troubleshoot DNS, WINS, and DHCP.
• Use Windows terminal service to remotely configure and troubleshoot servers and workstations

NOC Analyst at Unisy

• Monitor, troubleshoot and resolve windows server and using a variety of tools such as EM7, Whatsup Gold, Solarwinds and Silver Back.
• Assist in configuring EM7 using SNMP agents for processes reporting activity in each network device such as routers, printers, and workstations.
• Use Remote Desktop to oversee servers on the data center using Dell Remote Assistant Card II (DRAC II).
• Compile report on returned information contained in a MIB (Management Information Base), port scanning tools and in the server logs the SOC while implementing FedRAM/NIST standers.
• Provide reports on bandwidth consumption and availability, disk space usage, CPU and memory utilization.
• Troubleshoot and resolve issues on VLANs, LANs, WANs DNS, WINS, and DHCP. • Assist web master in uploading syllabuses, resolved VPN access permission issues in Active directory and manage the websites content using IIS 4 Java and MS SQL database.
• Use Landesk to administer, secure and maintain 2003 Windows and Linux Redhat 5 servers and workstations, install patches, push policies and diagnose networking failure that would result in unavailable service to the customer and to take appropriate steps to correct them.
• Deal courteously with all SOC engineers. Build, harden and deploy new servers according to client's NIST security standers. Maintain and troubleshoot Cisco VOIP Phones using Cisco CallManager 3.3.

Systems Administrator

• Duties include but not limited to using Terminal Service to administer and troubleshoot MS SQL 8.0 Enterprise Manager, Exchange 2003, BES and Great Plains 8.0 servers.
• Use Altiris servers to deploy security packages/Apps and manage helpdesk tickets. Deploy and use Barracuda to monitor mail. Analyze alert events and take appropriate action. Manage and Administer Enterprise Windows 2003 Active Directory.
• Create OU and user accounts. Create and deploy HP and Dell Imaging. Install and troubleshoot DNS, WINS, and DHCP.
• Moving accounts from one container to another domain using Active Directory Migration Tools provide network support to all GSA sites around the country, Using Windows terminal service to remotely configure and troubleshoot servers and workstations.
• Built windows servers for development and testing.
• Provide system/desktop support to Software Dev Team. Administer Unity Server and setup Cisco VOIP Phone using Cisco Call Manager 3.3.
• Perform QA for domain controller that has just migrated into Active Directory.
• Maintain Printer Server and Control assets for centrally managed configuration.
• Configured and maintain Wireless networks.

Network Admin

• Maintained the availability of client's computer resources including servers, workstations, laptops, printers and multimedia equipment.
• Administered multi server Windows NT LAN, 500+ workstations and 500+ users. Maintained inventories of IT assets and tracked licensing compliance.
• Implemented Internet proxy/firewall and monitoring solution. Administered and maintained Microsoft Exchange Server and user accounts.
• Maintained system tape (VERITAS Backups Execs) and implemented disaster recovery.
• Maintained all servers, PC's, workstations and printers. Provide Help Desk/End-user support for hardware, software and Windows OS.
• Produced system / network documentation, SOP's and IT policies. Maintained network security policy, addressed server security issues and apply appropriate security patches and upgrades.

Network Administrator

• Network administration using Active Directory, LANDesk, and Citrix to manage and oversee network accounts (1000+ workstations 50 Running Mac OS) and 1000+ users).
• Maintain up-to-date protection and configuration on 50 servers remotely using Remote desktop, and generate detailed graphical reports.
• Researched and reported upon global attack trends.
• Create new email accounts, administer and assign group on Exchange.
• Troubleshoot and install wireless access points and resolve connectivity problem with share drivers, permission, and mapping.
• Router and switches configuration, setting up of a LAN, subnetting, routing protocols and configuring them on a router, Voice over IP.
• Support Multimedia systems and AV systems (Crestron).
• Support remote access users using eRA, Proxy, FTP and VPN. Telnet into server and switches to resolve issues.

SEO Analyst

• Provide E-business consulting to firm and increasing client revenue through the integration of new technologies.
• Bring bottom line focus to maximize the effectiveness of clients' Internet Based sales, marketing and distribution channels.
• Specializes in providing services relating to business strategy, website production, managed web and application hosting, search engine optimization, technology marketing and public relations.
• Network security. Operated, and maintained TCP/IP based company data and communications. Assisted troubleshooting network failures and implementing necessary repairs.

Confidential

Helpdesk Specialist

• Provided comprehensive technical support (Hands-on/Phone) including, but not limited to, configuring DELL workstations and HP Printers, performing H/W and S/W installations, troubleshooting and correcting H/W and S/W problems, and resolving day-to-day system problems for 500 end-users.
• Provided support and technical recommendations related to a multiplatform environment
• Established and implemented LAN policies, procedures and ensures their conformance with OAS objectives. users on how to use network virtual driver, software applications, remote access, setting up of new accounts, new profiles and backing up Pst/Pab files.
• Maintained technical currency and studied vendor products to determine those that best meet OAS needs.
• Presented information to management that would result in purchase of hardware, software, and telecommunication equipment for LAN/WAN topologies, communications, and related hardware / software (e.g., bridges, gateways, routers, multiplexes, and hubs).
• Recommended network security procedures and policies for many network topologies and protocols. Managed the helpdesk and worked with CICAD as a multimedia professional setting up laptops, projectors and conference translating software.

TECHNICAL SKILLS:

• Multilingual: Portuguese, Italian, Spanish and French.
• Interpersonal: Good listening and great oral skills
• Competencies: Resilience, initiative, adaptability, leadership, and optimistic