CAREER SUMMARY:

• I have worked for Commercial (Corporate) entities, and Local/State/Federal sectors of the Government in various technical capacities; Systems Analysis and Support, Help Desk Management, AD Systems Administration, Systems Security, Network/ Server Support, Desktop Support, and PKI (CA) Support Enterprise Application Support.
• My goal is to translate my recent certification upgrades into a viable permanent position with a strong concentration on System Security, PKI and Virtualization Platforms
• I have worked in the Information Technology Field, spanning various concentrations and disciplines within the contracting and private employment sectors with heavy concentration on the following.
• Managing and maintaining technology standards impacting company infrastructures and I.T. services, and implementing processes and procedures for both client technical environments and company/ corporate infrastructure, and overall security of enterprise systems.
• VM Ware Support and Administration (5.5 and 6.0) (VM certified VCA - DC6)
• Securing and Maintaining Network, Datacenter/Facility, Data, and Host Security
• Administration and Support of Office 365, Windows Azure, AWS, 2012 Server & Active Directory Support and Administration, Exchange Email, and Mobile Device Support
• VPN Support - utilizing and supporting RADIUS and/ or TACACS+ authentication servers/services
• Service Desk Management, Incident Management, Tier 2 and 3 Service Desk Support (ITILv3 certified)
• End User and Technical Staff Training
• Desktop and Application Support, Mobile Device Mgmt. (MDM), Windows Infrastructure and Network Support
• SME for Information Technology Projects
• Disaster Recovery and Technical Documentation
• Lotus Notes/Domino Support and Administration, Proprietary Military Applications (MilTech suite), SharePoint Access

TECHNICAL SKILLS:

• Active Directory Systems Support 2012
• Office 365 Technical Support
• MS Azure Support
• PKI/ Certificate Authority Support
• Network Support and Monitoring
• Encryption Software Administration and Support (Symantec PGP)
• Win 8,8.1,10 Support
• VOIP Support /Cisco Call Manager (CUCM) Support
• VMWare ESXi Support 5.5/6.0
• Help Desk Management, Incident Management, Contract Management
• Service Desk Technical Support tier 2 and 3 and CMS Support (Kaseya, LanDesk, CAUnicenter)
• Exchange 2013 Srv Administration/Outlook Client Support
• Technical Training and Technical Writing
• Application, Desktop and End User Support
• Lotus Notes Client 6.5-8.5 Support
• Domino Server Administration
• Remote Desktop - RDP
• VOIP System Administration- CUCM - Cisco Unified Call Management System
• Disaster Recovery and Backup System - Shadow Protect and Image Manager-DR and Backup Solution (additional Backup Solutions such as ArcServe, Symantec, HP)
• Network Monitoring- What’s Up Gold Network Monitoring System
• Help Desk/ Service Desk Solutions - LANDesk, Remedy, HEAT, IBM Notes and-Incident Mgmnt Tools, Kaseya, Altiris-Web Based, CA Unicenter, Caliber, RH Solutions Tracking (Web Based)

PROFESSIONAL EXPERIENCE:

Confidential, Chantilly, VA

Customer Success Engineer

Responsibilities:

• I am professional responsible for Quality Assessment and IT Health Management for over 15 clients in the DMV (Del,MD,Va) territory for Confidential .
• Virtualization (VMware, AWS, MS Azure), Newtwork services, Cisco Phone Services, Cloud Services ( Microsoft, AWS), Messaging, Security (usicng Cylance, AV (Webroot), Network Monitoring ( Logic Monitor, Kaseya,) and is a certified hardware reseller. This is customer facing position that requires both hard IT skills and customer relations management softskills. I currently support, troubleshoot and/or administrate:
• Windows 2012 R2 Servers, Win 2008 R2
• AD, MS Azure, Messaging in the Cloud, O365
• Cisco or Polycom phone systems, VOIP support
• Network Support and Network Appliance Support
• Backup Systems - VEEAM, EDP, Symantec
• Warranties and Licensing
• PKI Certs
• Desktops/User Support - Onsite Engineer

Confidential

Desktop Support/Systems Administrator

Responsibilities:

• Implement, Maintain/Administrate & Support Confidential ’s logistics and shipping software solution
• Dedicated 1 st and 2 nd Tier Helpdesk, Desktop, and Network support to Stateside Offices and Stakeholders. As the Cargowise “Primary”, I was responsible for Scheduling and Designing Training for technical staff, Coordinating training for end-users with the certified CargoWise 3rd Party vendor, as well as managing corporate expectations and improve incident resolution. I implemented and utilized Zendesk Service Desk product to log all Helpdesk activities.
• Assist with building and administrating Confidential ’s MS Active Directory 2012 environment. I built and maintain 32 VM Servers (VMWare ESXI 5.5.) and 25 Physical Win 2012 Servers. I am specifically responsible for Application Servers and Services such as WSUS Updates, Kaspersky Antivirus, Shadow Protect& Image Manager (backup and DR), Cargo Wise Logistics Application and Server, and Exchange 2013 Messaging environment.
• Implement and Manage Backup and Disaster Recovery plans, documentation and exercises utilizing the Shadow Protect and Image Manager Solution- I was responsible for configuring the entire backup solution, utilizing a dedicated physical Dell R710 with 6TB of space for our Backup and DR platform. I worked directly with our network manager and corresponding vendor/consultant that sold us the Shadow Protect Backup Solution for Business Continuity.
• Support, and Administration of Enterprise Applications and Services.
• SME for technical projects and training
• Support and Manage VMWare environment
• Barracuda Spam filtering- Whitelisting, Blacklisting, Reporting
• POC for WSUS Services - Patch Management
• Email and Messaging Support and Administration- Exchange 2013
• PGP encryption Application
• MDM - Mobile Device Management
• Kaspersky Antivirus Services
• Galaxy Security Application - Datacenter access
• Cisco Call Manager Account Management
• Zendesk Service Desk
• Network Support - Routers, Switches, VLAN Support, Storage Systems, Port Security when necessary with direct guidance from Network Mgr. Installing and Servicing Servers, and Network Devices and Appliances (such as ASA firewalls, Meraki Access Points, Cisco VOIP BEE 6000 Servers)
• Primary for the stateside and corporate desktop support, and user support (both technical and non-technical staff). Secondary desktop support for all overseas offices in Dubai, Mogadishu, Singapore, Yemen, Hodeida, Sana’a.
• Maintain Vendor/ Supplier information

Confidential

Help Desk - AD and Applications Accounts

Responsibilities:

• Novell/Zenworks 11.2/ GroupWise 8
• Medical application access: Portfolio, Cerner, Omnicell, HPF (Horizon), Meditech, ProSolv
• VPN access
• Creating and Managing: AD/Outlook and Novell/Groupwise Accounts
• Managing Tickets and Service Desk Queue - Utilized a custom built database to log all Helpdesk

Confidential

Desktop Support Analyst

Responsibilities:

• Dedicated 2nd and 3rd Tier Desktop support for the Trading Floor staff for Constellation/Exelon including Active Directory Support/Outlook Client Support/Laptop, Desktop, Mobile Device (BYOD Policy) Support
• Migrated 500 Machines - Windows xp/windows migration
• Win7 and Win 8 Support, Network Troubleshooting and Support
• Trader Application Support (ICE App), System Application Support(Win 7 and XP), Email Client Support (Outlook) Desk-Side Support and troubleshooting on Trader Floor with customers.
• Executive Support
• Transcribing Daily POD (Plan of the Day Call) Report
• A/V Conferencing Support - Cisco Products, Polycom Products, Avaya Products. Conference room technical setup.
• Hardware and OS Support
• Java support and troubleshooting
• Web Browser Support
• Migration of over 500 Desktops Machines to Win7 for the Acquisition (Exelon acquired Constellation)
• Remote support
• OnCall Support-(24 hr support) Every 5 weeks for 1 week
• LANDesk was the Service Desk Solution for Constellation/Exelon

Confidential

Owner/Operator

Responsibilities:

• Support and Printers, Laptops, Tablets, Desktop Support (Win7, Win 8.1, Office 2013, Google Drive Maintenance, Xfinity Broadband Services)
• Google Drive access, media upload, and drive management
• Smart Phone/Tablet Media Management, Support and Configuration, App’s management (Evernote, Square, Skype, Google Play/iTunes
• Contract Management
• Audio/Visual/Media Support: Upload/Management/Access of audio and data files to Zumba.com, Sound System Procurement, ITunes and Win Media Support
• Zumba Instructor Recruitment/Management: Contract Management, Scheduling and Dispatching,

Confidential

Network Services Help Desk Coordinating Manager

Responsibilities:

• Manage the development and implementation of standards, processes, and systems required to deliver high quality and consistent support, ensure engineering schedules meet client demands for on-site and remote support.
• Manage the implementation of methodologies that continuously improve first call resolution, customer perceptions and foster strong client relationships.
• Managed all network devices access, warranties, installs, and decommissioning. Light to moderate Network administration and Support such as copying Router and Switch configurations, logging into appliances from CMS Systems to check all alerts and escalate accordingly.
• Ensured all help tickets are prioritized, have active and current status, and are tracked properly according to contract provisions, SLA’s and OLA’s with each client.
• Customer Service -- Provide timely, efficient, effective, and friendly communications with clients; both verbal and written, all communications are tracked in the custom built in house helpdesk application and .
• Peer Relationships - Built strong working relationships with help desk and managed services staff as well as department and executive leaders to support and encourage the success of service desk operations. Used IBM Notes for Incident Management and Supported the technical environment that housed “Caliber” Software
• Responsiveness - Improve first call issue resolution in tandem with the Managed Services Team lead and other supervisor and management staff.
• Technical Delivery - Technical maintenance and operational support for desktops, servers, security products, office productivity applications, handhelds and other local area networking technologies may be required including internal network administration and support for our internal operations.

Confidential

Information Technology Regional Administrator

Responsibilities:

• Conduct Technical Training for all New Jesco Employees (includes creating Training Documentation)
• Active Directory Administration/ Win Server Management (2003/2008), AD Account Creation
• Network Administration and Support (managed CA’s, Certs for Lotus Notes Servers)
• Disaster Recovery and Backup utilizing ArcServe Solution
• John Deer System Application and User Support
• Lotus Notes Database Support
• Outlook Client 2007&2010/Exchange 08 and 2010 Support
• Server 2003 & 2008 R2 Support and Administration iPhone and Smart Phone Support and Administration
• Fax Server Support and Administration (Esker Fax Application)
• Custom Application and Hardware Support- PM Pro, Service Advisory, and John Deere Signature Pads.
• Asset Tracking and Management
• Sharepoint 2008 Support

Confidential

Lotus Notes Global Systems Administrator

Responsibilities:

• Primary Active Directory Support- 2nd Tier Support to DCI Help Desk.
• User termination, New User creation, Account Provisioning and Troubleshooting.
• Primary Support for all Discovery Channels- USA, Europe, Asia, and South American offices. Responsible for SOX Compliancy regarding -Applications and User Accessibility regarding the Discovery Communications Corporate environment, account creation, password resets and user shared drive access.
• Network Support
• Perform all tasks within the scope of ITIL practices
• Specifically worked on the “OWN” (Oprah Winfrey Network) migration and addressed all Email and Domino Server issues, Created “OWN” AD accounts and Email mailboxes