SUMMARY:

• Over fifteen years of experience supporting federal and private sector clients managing tier II & III server, laptop/desktop clients and remote access environments.
• Implementation and administration of systems involving: Active Directory, local and remote email clients, file sharing environments, and desktop client tools. System management experience: ticketing/help desk systems, system monitoring and troubleshooting within a desktop environments and data center environment.
• Managed Windows and client systems for user credentials validation and verification, using tools and security control polices to configure and control user access and control file sharing.
• Ability to manage projects and provide technical support for implementing systems for PIV/HSPD - 12 access and using FIPS-201 and NIST SP800 series policies guidance.

TECHNICAL SKILLS:

• As the XOC Operations lead supporting Marketplace Systems:
• Linux, Java, Oracle, VM Ware, Apache
• Cyber Ark, Solar Winds, Chart Beat, Gomez, Splunk, Remedy, New Relic, Mix Panel
• Oracle Enterprise Manager (OEM) Grid Control Management
• Data Services Hub (DSH) Tool
• Tivoli Work Scheduler (TWS)

WORK EXPERIENCE:

Field Service Technician II

Confidential

Responsibilities:

• Providing Technical Support Services for Baltimore County Public School students and staff.
• Work independently in a fast-paced environment to resolve ticket requests for assistance, service and repair related to technology with minimal supervision.
• Access ticketing system to receive and respond to technology service requests /incidents from Helpdesk and School Faculty.
• Co-ordinate with school Tech Liaison to assign software and printers for staff and determine repair and replacement of devices.
• Access technology inventory system to update device location when performing repairs and removing from school site.
• Troubleshoot / triage HP devices for malfunctions and accidental damages and request for parts via parts order application.
• Repair / replace hardware components for HP Laptop/Tablet PCs. (Replace and rebrand Motherboard, replace CPU fan, LCD display, Keyboard and keys, power/sound board, Wi-Fi card, mouse pad.)
• Document and track replacement HP parts to ensure proper receipt and return to depot facility.
• Perform final component tests after repair to ensure quality device functionality and customer satisfaction.
• Install and support BCPS education Windows O.S. 8 and 10 Image.
• 11 Troubleshoot and resolve issues with network connectivity (wireless and wired), user login and profile, email setup and errors, windows error messages, BSOD, malware, teacher / student interactive software and displays, projectors, printer driver installation (network and local), docking station / port replicator.
• Support Microsoft office 365 Suite. (Word, Excel, Outlook, One drive etc...)
• Setup BCPS VPN, Outlook email, One drive, map network drives.
• Backup and transfer staff data from device to device.
• Deploy software and manage devices from deployment tool on the school server.
• Install BCPS windows image on school devices and test for functionality.

Desktop Support Technician

Confidential

Responsibilities:

• Provided advance level trouble shooting of Incidents and Problems prior to escalation to upper level System Administrators regarding Win7/Win 8.1/Win 10 OS, Account Administration, VPN access, RSA token administration, custom applications, Microsoft Exchange, Blackberries, iPads, iPhones, 3rd party applications (Adobe, Java), customer supported COTS applications, etc.
• Act as liaison between CSC and higher level support groups with the goal of increasing first contact resolutions, thereby, preventing escalation of Incidents and Requests the can be resolved
• Provided Account Administration via Active Directory and Microsoft FIM (Fore Front Identity Manager)
• Created and Disabled user accounts via Active Director and Microsoft FIM
• Created technical documentation for distribution to users, CSC staff, or other ITA stakeholders
• Performed the role as Problem Manager managing all problems created ensuring they are up-to-date and ensuring the stay up-to-date with workarounds and resolutions
• Utilized the ticketing system to update, resolve, or escalate, Incidents, Requests or Problems in a timely manner based on Service Level Agreements (SLAs)
• Provided BES10/BES12 Administration support
• Assisted users with activating and troubleshooting mobile devices such as Blackberry, iPhone, and iPads
• Acted in a supervisory/leadership capacity as directed by project management
• Assisted the CSC Team Lead with training new CSC staff members
• Provided follow-up statuses to DOC/ITA users and support partners in accordance with specified support policies and procedures
• Improved knowledge of, and ability to operate, all support tools and technologies
• Keep up-to-date on status of system changes and processes and procedures
• Provided updates to staff members on critical problem and system outages
• Recorded greetings and status availability update messages on the phone system
• Worked under moderate supervision
• Adapted to change productively and handle other essential tasks as assigned.

Desktop Support Technician

Confidential

Responsibilities:

• Fulfilled duties daily within NIDA organization onsite and offsite on the tier II level providing administration as well as break/fix incidents.
• Mitigating incidents and task generated from Service Now (ITIL) ticketing system for helpdesk response. Also handled non-ticket service request for nodes onsite/offsite environment structured around Windows 7 for all users.
• Imaged laptop and desktop devices with ACRONIS tool, Versions 8 and 10.
• System backed up for user data onto storage vault based on service level agreements. Coordinated with client weekly on high priority tasks versus low priority tasks. Assisted colleagues with complex matters as needed to completion.
• Performed low end maintenance on network multi-function devices manufactured by HP, DELL, IBM and LENMARK using various tools.

Support Analyst

Confidential

Responsibilities:

• Serve as a XOC Team Lead working in the Exchange Operations Center (XOC) and maintaining operations of the Marketplace Systems. The XOC is the focal point for monitoring systems supporting Federally Facilitated Exchange (FFE) / Federally-Facilitated Marketplace (FFM) / Enterprise Identity Management (EIDM) Technologies/ Data Services Hub (DSH) and several other supporting systems. The XOC focuses on coordinating the processes and activities that monitor systems, identify incidents, reporting incidents, and restoring services as quickly as possible.
• Additional responsibilities of the Team Lead and Operator positions include but are not limited to:
• Monitor the Federally Facilitated Exchange (FFE) / Federally-Facilitated Marketplace (FFM) / Enterprise Identity Management (EIDM) systems / Data Services Hub (DSH) and several other supporting systems:
• Provided event monitoring, alerts, ticket generation and update status communication notices for:
• Data Center Network, Infrastructure Bandwidth, Server/Infrastructure, Applications within the Terremark environment, Agent based Monitoring, Production Batch Processing, data mining.
• Perform advanced troubleshooting, escalation and driving service restoration activities helping ensure all duties from a technical and non-technical perspective are completed in a consistent and timely manner.
• Help feed and generate reporting (Trend analysis, etc.) by populating key metrics.
• Mine data and recommend actions.
• Submit progress reports to XOC Director and Deputy XOC Director.
• Assist with Change Management, Problem Management, Configuration Management, Change Coordination, etc.
• Running, populating, delivering daily reports.

Desktop Support Technician

Confidential

Responsibilities:

• Administered support access and act as an escalation point (Tier 3) to various systems and applications supported by MSSC Technical Support as requested by all Marriott customers.
• Platforms included but are not limited to: LDAP, Active Directory, Exchange and Pop Mail accounts.
• Related work around the remediation and maintenance of security software such as Anti-Virus, Firewall, and Big Fix, etc.
• Installation and management of remote access tools such as Microsoft SMS, Remote Assistance, and Remote Desktop for secure network access.
• Process customer ID administration requests (Provisioning)
• Support initiatives to include scripting for bulk ID and Exchange requests
• Resolve client issues by working with partners
• Provide assistance to field deployed IT associates
• Participate in resolution of security issues involving: network security and user authentication and access

Desktop Support Technician

Confidential

Responsibilities:

• Troubleshooted support calls (Service Now) relating to system problems on the tier II & III levels.
• Setup all new workstations printers and other peripherals while maintaining current configurations.
• RDP and Cisco Web Ex sessions were daily processes to troubleshoot and execute various tasks specifically for remote users nationally and world-wide.
• Installation and management of remote access tools such as Microsoft SMS, Remote Assistance, and Remote Desktop for secure network access.
• Assisted in creating new accounts (Active Directory), made changes, and maintained lists and logs, etc. as needed.
• Troubleshooted hardware (HP) and COTS software and various tools.
• Repaired and/or coordinated repair of devices with 3rd party vendors and HW manager.
• Administered various software license keys within a local database.
• Installed/troubleshooted desktop towers/laptops/tablets and Automation Software Applications (i.e. MS Office 2007/2010, Adobe Suite, etc.).
• Guided/Mentored activities of other systems administrators and help desk representatives during complex situations.

Desktop Support Lead

Confidential

Responsibilities:

• Served as a Team Lead under Lockheed Martin on the Windows Server Team for the US Securities and Exchange Commission agency.
• Responsible for HP server builds and installed and configured Windows 2003 Operating System (Standard, Enterprise) for the Windows Server Refresh Project regionally.
• Utilized various applications to maintain, monitor, and troubleshoot network issues to include HP Open View, Remote Desktop, and Enterprise Vault v 7.0 (Symantec). Worked with Network Operations Center and other branches to provide Tier 2 level network support, which involved exchange, active directory, SAN storage, and Symantec Backup Exec.
• Installation and management of remote access tools such as Microsoft SMS, Remote Assistance, and Remote Desktop for secure network access.
• Collaborated with third party vendors to research and resolve software application issues.
• Conducted and maintained hardware inventory for the Securities and Exchange Network Servers.
• Responsible for fulfilling request with mail restore using Symantec Power Controls.
• Configure and setup G/ON devices for users to have remote access to network.
• Updated/modified project plans and task list daily for management/Gov’t officials.
• Supervised 4 technicians with task to fulfill server build process and decommissioning of existing servers thru proper procedures/guidelines.

Network Engineer

Confidential & Federal Systems

Responsibilities:

• Security - Maintenance of security plans, threat analysis, and business resumption plans and critical infrastructure plans as determined by legislation. In corporation and maintenance of security, access and protection of databases and communications.
• Remedy ticketing system to track and respond to system trouble calls and emails from US Embassies and Consulates internationally.
• Worked first hand with overseas post System Administrators with troubleshooting migration issues related to Citrix secure user access and Thin Client installations.
• Wrote daily reports on issues encountered and provided a weekly summary to the Project Manager which helped identify trends and highlighted problem areas that may require further investigation.
• Infrastructure Support - Participated in the design, implementation and maintenance of voice, video and data.
• Integration and Testing - Planned, supported documentation, tested and integrated version upgrades of enterprise infrastructure (hardware and software). Deployment of Systems and System Enhancements.

Desktop Support Engineer

Confidential

Responsibilities:

• Windows 2003/2000 server environment with Active Directory and Tivoli tools.
• Delivered solutions within agreed project timescales
• Resolved problems escalated from IS&T infrastructure teams globally
• Provided user support and documentation for solutions
• Provided support for the infrastructure and customer service groups
• Played an active & effective role within the ITS Planning & Technology team

  Operated daily backup operations on various servers locally to be maintained

Team Lead

Confidential

Responsibilities:

• Windows 2003/2000 server environment with Active Directory and SMS 2003 tools.
• Performed direct technical work on projects, selects and adapted plans, techniques, designs or layouts.
• Supervised other technicians and installed, operated, maintained, configured, troubleshooted and repaired general purpose commercial automated data processing computer system devices, circuits, cables, components, software and end-user devices, components, software and connectivity
• Coordinated with the SMS Project Manager, GSA COR and Government user representatives to ensure accurate solutions and user satisfaction on technical matters
• SMS 2003 was used to deploy software upgrades and security patches as directed by superiors

Systems Administrator II

Confidential

Responsibilities:

• Windows 2003/2000 server environment with Active Directory and Altiris tools.
• Configured and setup VPN accounts on notebooks/laptops for clientele under the Office of the Secretary of Homeland Security immediate office and external branches
• Application and security patches pushed using Altiris version 6.8 as well as remote access to clients' workstations for troubleshooting issues
• Added, edited, modified and hid profiles within Black Berry Enterprise Admin' (BES) server running under Exchange Server 2003
• Active Directory used periodically to add, edit, delete and hide profiles as well

Network Administrator

Confidential

Responsibilities:

• Windows 2000 server environment with SMS 2000 tools.
• Created standard OS image (Windows XP) currently running W2K for laptops, desktops and servers (Windows Server 2003) with security settings.
• Created a standard application image that retrieves from Citrix MetaFrame and not locally.
• Created process for anomalies to the standard image (Windows XP, Server 2003{Active Directory}).
• Documented entire image process {Symantec Ghost Console, Sysprep}
• Created action plan to roll out images on all hardware components and to research the plan to purchase new components for replacing out of date components.

Systems Administrator

Confidential

Responsibilities:

• Windows 2003/2000 server environment with Active Directory and SMS 2003 tools.
• Provided support on-site at Main State as well as off-site facilities such as SA-4, SA-6. Administrator provided technical support on two networks which are UNCLASSIFIED and SECRET (1000+ nodes).
• Mail clients were MS-Outlook 2003 and Lotus Notes. MS-Exchange Administration 5.5.
• Configured BlackBerry devices for specific clientele under Legal Bureau performed to completion. Models of devices are 7210, 7290 and 7510 using version 4.0 software as requested. SMS and Symantec Console Center were used to remotely access clients' desktops from help desk.
• Administrator created and deleted user accounts as well as mail accounts with Active Directory, User Manager, Server Manager and Exchange Administrator tools. Computer Management also used for the creation/modification of access rights and privileges. Created home directories for clientele under Script Logic is a primary duty as well.
• Administrator rotated with colleagues' to backup data on file servers on both UNCLASSIFIED and SECRET networks. Tapes in turn are delivered to on-site facility that is shipped to archives center.

Network Design Engineer

Confidential

Responsibilities:

• Windows 2003/2000 server environment with Active Directory and SMS 2003 tools.
• Primary responsibilities were to support clientele under various organizations such as DFAS, BMSI and ACCFIN. Engineer had been assigned duties to provide desktop support on the tier 2 and 3 levels.
• Provided support for Microsoft Office 2000, 2002 and 2003 applications, Adobe suite, Win Zip, Defense Travel System program (DTS) and other various applications under a Windows XP/Novell client environment.
• Configured, implemented and tested for various desktops and laptops using Norton Ghost imaging. Access to LAN rooms to connect/disconnect jacks at workstations when needed.
• Used Remedy tracking system to open, update and close tickets with detailed information on resolutions and complications.
• Configured, implemented and tested Black Berry devices to completion beforehand with synchronization to MS-Outlook mail, calendar, tasks and contacts.