EXECUTIVE SUMMARY:

Help Desk Analyst with knowledge of complex business systems build, deployments, hardware and software, installations, network support, technical/ customer support. Ability to quickly define, prioritize, and analyze options to resolve complex technical issues. Proven self - starter. Solid oral and written communication skills, ability to multi-task, team oriented.

TECHNICAL SKILLS:

• Cloud Computing: Creating/Managing DNS records on Amazon Route 53 and Godaddy. Creating/Managing AMI/Snapshots/EBS Volumes (attach/detach), Upgrade/downgrade AWS resources (CPU, Memory, EBS volumes), Cost Explorer.
• Virtualization: VMware, Neverware: CloudReady, BlueStack, OpenStack
• Operating Systems: Windows Server NT 4.0/2000/2003/2008 R2/2012R2/2019, Windows XP/Vista/7/8/10, Centos.
• Application: McAfee Endpoint Protection, Norton Anti-virus, HEAT, SolarWinds, Spiceworks, Jira, Bitbucket, OpenCATS, RDP, PCAnywhere, GoToMyPC, Adobe Reader.
• Software (Tools): WebLogic, Tomcat, Notepad ++, Bulk File Changer, 7Zip, Winzip, WinRAR, Apache Ant.
• Browser: Internet Explorer, Mozilla FireFox, Google Chrome, Edge, Safari.
• Hardware: Dell PowerEdge Servers (rack and tower), Dell laptops/workstations, HP Laptops, SCSI drives, sound cards, video cards, memory cards disc drives.
• Networking: IPv4 and IPv6 addressing and subnetting, Ethernet LAN, WAN, TCP/IP, UDP, port forwarding, ip whitelisting, switches, routing concepts, and virtual networks, configuration of printers and scanners.
• Windows Administration: Windows Server 2003/2008/2012 - installation and configuration. User account and group account administration, user access controls
• Languages: Visual Basic, JavasScript

PROFESSIONAL EXPERIENCE:

Confidential, Alexandria, VA

Help Desk Analyst Lead / Systems Analyst

Responsibilities:

• Provided technical support at different tier levels for 500+ ATF customers under the Bureau of Alcohol, Tobacco, Firearms, and Explosives (ATF), Access 2000 (A2K) contract, via telephone, email, and in person.
• Answered/ tracked the progress of tickets using Jira Service Desk. Ensured tickets were updated and closed in a timely manner.
• Utilized remote connection tools such as TeamViewer, LogMeIn, MobiKEY, GotoMyPC, AnyDesk, PCAnywhere, and Microsoft RDP to remotely manage Windows Servers.
• Responsible for providing onsite support for hard drive replacements, RAID rebuild, memory upgrades, data migration, server installation, and software/firmware installation.
• Worked with the Department of Justice (DOJ) WAN Group and external security groups to troubleshoot application access issues caused by VPN (Cisco AnyConnect).
• Monitor and optimize Oracle database performance, created batch scripts and run batch jobs for database backup.
• Resolved help desk tickets reported by ATF customers involving password resets, and account unlock requests.
• Reported serious issues and troubleshooting efforts/findings to ATF Project Manager within 24 hours.
• Add/ remove user accounts, disable/enable user accounts per ATF Program Manager requests.
• Participated in rotational On-Call service to provide after-hour support to high-priority tickets.
• Troubleshoot/ investigate various issues reported by Industry Member Partners such as internal access to remote Oracle instances, hardware failure(s), firewall (rule configuration assistance), and routing issues.
• Followed ATF security checklist to harden images to be used on Dell PowerEdge servers for Access 2000 system builds using Windows Deployment Services.
• Performed routine audits of system and software. Export data from Oracle to CSV file for quarterly data integrity and compliance scans.
• Generated maintenance notifications during system re-configurations or scheduled maintenance events.
• Maintained system documentation for disaster recovery such as Contingency Plan (CP), Incident Response (IR) plan, adhering to U.S. Department of Justice (DOJ) standards.
• Managed system outages, prioritize, resolve and provide mitigation to ATF A2K Program Manager, and A2K Project Manager.
• Categorized helpdesk ticket incident severity, documented and provided detailed report of impact in Monthly Status reports.
• Provided oral and written briefs and reports to A2K Program Manager, and A2K Project Manager detailing operational status, progress, and emerging issues. Provide analysis and recommendations.
• Utilized eazyBI for Jira to identify helpdesk performance metrics, trends, issues, concerns, and provided recommended actions in Monthly Status reports.
• Configured Dell PowerEdge servers to be used for ACCESS 2000.
• Generated CSRs and install SSL s onto Apache Tomcat.
• Managed DNS records on Amazon Route 53 and Go-Daddy panel.
• Managed AMI/Snapshots/EBS Volumes, Upgrade/downgrade AWS resources (CPU, Memory, EBS volumes), Cost Explorer.
• Liaison between customer and development team through the implementation of several major system enhancements improving application capabilities, and User Experience (UX).
• Participated in the migration efforts to move A2K legacy system to AWS.
• Maintained various Standard Operating Procedures (SOP) and SDLC artifacts for the A2K system on ATF’s Dimensions repository.
• Translated business requirements into various deliverables such as Functional Requirements, System Design Specifications, Traceability Matrix (RTM), Implementation Plan, Workflow diagrams, and, GUI screens (Mock-ups).
• Developed test strategy and User Acceptance Testing (UAT) plan for all major enhancements.
• Maintain system support documentation such as: User Request Forms, User Manual, System Administration Guide, Industry Member Guide, System Build (virtual and physical), ATF Security Checklist.
• Managed firewall policy through McAfee Cloud ePolicy Orchestrator.
• Tested and pushed Windows security patches and updates to required servers.
• Maintained Windows User Account password change logs.
• Performed penetration testing against A2K server using Nessus adhering to the minimum database security requirements as prescribed by the ATF Information Systems Security Office (ISSO).
• Trained Administrator of MobiNET Administration and Provisioning Portal (MAP) for Route 1 technology (MobiKEY) secure remote connectivity device.

Confidential, Alexandria, VA

Systems Analyst/ System Administrator

Responsibilities:

• Created employee/user accounts on Active Directory, assigning permissions to user groups per manager request.
• Guaranteed smooth operation and reliability of mission-critical systems through pro-active monitoring.
• Performed periodic backups and updates of DNS Servers and client operating systems. Provided technical support both interactively and remotely at different tier levels.
• Developed and managed an IT Asset Tracking System (ATS) on Spiceworks to streamline the process of performing physical inventories for company equipment and shared resources.
• Performed analysis and troubleshooting to resolve computer hardware and software problems.
• Provided support for both local and network scanners and printers.
• Reset staff network password using Active Directory.
• Re-image laptops and desktops when needed using Acronis True Image.
• Install Access Points for office environment.
• Configured Outlook, Skype, Group Mailboxes, Shared Calendars, and network drive mapping.
• Worked with the Network Administrator on two projects to migrate company email from POP3 to IMAP, the, IMAP to Office 365 (Exchange Online).
• Created user accounts in Active Directory, assigning permissions to user groups per manager request.
• Guaranteed data protection and high availability through the implementation of a proactive data protection strategy consisting of a proven data backup and retrieval solution (Symantec and Acronis backup).
• Worked with Network Admin to upgrade network infrastructure including switches and wireless access.
• Developed IT Admin Guide to establish IT processes and procedures.
• Assisted with technology planning and analysis through different ongoing TTI projects and proposal writings. Involved in detailing data process flow diagrams.

Environment: Microsoft Office Suite 2003/2007/365, MS Visio 2016, MS Project 2013, SharePoint, Active Directory, 7Zip, TCP/IP, RDP, Internet Explorer, Firefox, Google Chrome, Safari, Windows 7/8/10

Confidential, Manassas, VA

Administrative Specialist

Responsibilities:

• Installed and operated using various software applications, such as spreadsheets, relational databases, and statistical packages to assemble, manipulate, and/or format data and/or reports.
• Enforced workplace rules and regulations.
• Analyzed unit operating practices such as record-keeping systems, forms control, office layout, and personnel requirements.
• Performed data entry and word processing.

Environment: Microsoft Word 2003, Microsoft Excel 2003, Microsoft PowerPoint 2003, Microsoft Visio 2003, Winzip, WinRAR, Internet Explorer, Firefox, Google Chrome, Windows XP

Confidential, Alexandria, VA

Accounting Assistant

Responsibilities:

• Maintained circulation of over 3,000 invoices to increase accuracy and efficiency of filing system for 50 employees; streamlined company turnaround and facilitated client interface with product samples.
• Cataloged accounting and personnel records in compliance with privacy standards—created and updated essential information to new and existing files for over 200 employees; improved human resources department tracking system of confidential information.

Environment: Microsoft Word 2003, Microsoft Excel 2003, QuickBooks, Internet Explorer, Windows XP

Confidential, Alexandria, VA

Teaching Assistant

Responsibilities:

• Served as Teaching Assistant for Advanced Java Programming language under the University’s Department of Defense.
• Prepared and recorded lectures for online advanced Java courses using online al delivery applications.
• Gained excellent experience in system operations and various types of hardware and software.

Environment: Microsoft PowerPoint 2003, Lecture capture software, microphone, TCP/IP, Internet ExplorerWindows XP