TECHNICAL SKILLS:

Network Administration: Software Installation & Support Desktop Deployment User Web/Rep/Geo: location Filtering Network Segmentation Ticketing Systems Active Directory & Exchange Windows 7/8/10 LAN/WAN/VPN/Wireless

User Onboarding & Off: boarding

Next: Gen AV & Firewalls

PROFESSIONAL EXPERIENCE:

Confidential - Charlotte, NC

Service Desk Engineer

Responsibilities:

• Acted as member of network team tasked with deployment of a next-generation UTM firewall solution to thirty-seven (37) sites and facilities; solution supported web filtering, anti-virus and malware protection, geo-location filtering, SD-WAN connectivity, IDS/IPS functionality and several additional NGFW features. The solution’s overall ecosystem provided compliancy with several state and federal regulations, including CJIS, CIPA, HIPAA and PCI-DSS - case study for this deployment featured on manufacturer’s website.
• Served on three-man network and installation team tasked with the deployment of the networking and wireless infrastructure necessary to support a grant-funded body camera solution across three (3) Sheriff’s Office locations, including a main campus and two (2) substation facilities. Deployment involved the implementation of a primary software server, two (2) upload servers, numerous wireless AP installations at all three (3) sites, VPN connectivity from substation facilities to main campus, and two (2) NAS servers capable of nightly remote replication of files. System currently houses three years’, or 144TB, of 1080p video footage, supports 112 in-car cameras and 138 officer-worn body cameras, and transmits approximately 725GB of daily data.
• Performed as junior member of network team charged with the implementation of a scalable, organization-wide public Wi-Fi deployment, covering forty-one (41) sites and facilities, ranging from ballparks and public libraries to tax offices and law enforcement substations. Solution was comprised of products from various manufacturers, including Cisco, Ubiquiti, NetGear, and CyberPower, and supported over 15,000 monthly device connections and 1,100 simultaneous peak users.
• Diagnosed, troubleshot, and resolved general, yet potentially various, network issues which could disturb daily operations of any facet within Lancaster County. Routine, and expected, operations included data traversing through a myriad of topologies and network devices, such as rings with the assistance of Q-in-Q, site-to-site VPNs, edge routers, switches - each with a potentially different array of settings, such as VLANs, etc. If network connectivity was ever interrupted, these concepts were within realm of responsibility as a junior on the network team.
• Monitored, and shaped, multiple elements within the network ranging from the edge devices at each site all the way to individual users’ web traffic, in which the latter was achieved with a centralized Barracuda Web Security Gateway.
• Served on three-man systems team in overhaul and redesign of Active Directory environment responsible for supporting 1,300 users across thirty-one (31) departments; redesign involved 2003 → 2012 domain functional level upgrade and replacement of five (5) virtual domain controllers throughout four (4) remote sites. Systems team tasked with creating a two-way forest trust, enabling DHCP and DNS services for fourteen (14) subnets, creating universal and department-level Group Policy Objects for shortcuts, mapped drives, logon banners, company wallpaper, etc., and establishing an Active Directory user, security group and OU layout suitable to company’s organizational chart.
• Acted as a senior member of the helpdesk department charged with initial configuration and deployment of all fleet printers - 68 MFP's and 232 single-function desktop units. Printers managed via Windows print server, deployed via Group Policy as monochrome and color virtual print queues and subsequently enrolled in a third-party Managed Print Services (MPS) program for ongoing hardware support.
• Served as a member of daily operations team task with deploying laptop security solution to a fleet of 188 law enforcement and public safety vehicles; solution met numerous compliancy requirements, such as drive-level encryption, VPN connectivity, two-factor authentication, various physical security components and written policies and user . Solution has provided the mobile compliancy requirements necessary to allow patrol deputies access to the FBI’s federal NCIC database and EMS paramedics continued access to patient and medical information while in-vehicle.
• Led desktop deployment team assigned with refreshing the workstation hardware of three (3) public libraries; team was tasked with replacing computers, monitors, keyboards, mice, and all data and power cabling for staff, public, circulation and catalogue workstations. Catalog computers utilized Windows 8.1's Kiosk Mode combined Family Safety web filtering to provide a single-app, whitelisted browser session on patron login. Public computers utilized Windows 10's Shared PC mode and Faronic's Deep Freeze software to provide patrons with a fresh, default Windows session on login. Staff and circulation computers utilized the organization's default deployment practices, e.g., domain-joined, GPO-managed, folder redirected user files, full tunnel web filtering, etc.
• Functioned as a member of helpdesk groups responsible for the daily support of over 800 hundred end users, 1,300 workstations and nearly 700 mobile devices; duties ranged from phone and remote support to onsite and desk-side services. Average daily volumes consistently totaled to 25 calls and 15 support tickets per technician; monthly desktop deployments averaged between 15-30 workstations.
• Acted as member of daily operations team responsible for the management of a two-factor authentication ecosystem that supported nearly 300 remote users. Two-factor ecosystem consisted of three separate VPN products: Cisco AnyConnect, NetMotion and OpenVPN, various Active Directory security groups, RADIUS authentication, mobile push apps, hardware PIN-based tokens and YubiKey's. Typical support and maintenance responsibilities ranged from initial account creation and lite-user to VPN installs, password resets and token replacements.
• Functioned as senior member of helpdesk group responsible for daily support and management of a Cisco Meraki mobile device management (MDM) fleet consisting of 681 iPhones and iPads. Daily responsibilities included scheduling and performing new device deployments, scheduling a performing device upgrades and user file migrations, providing lock-screen PIN resets, processing app deployment requests, modifying device group profiles and settings, and tracking, disabling and wiping lost or stolen devices.