SUMMARY:

• Twenty years of Customer Service Experience
• Eighteen years of varied IT experience.
• Thirteen years experience in Windows Desktop Support and System Administration.
• Six years experience with PKI Administration.
• Two and a half years experience with software, patch, and operating system testing
• Two years experience with screening potential candidates for IT positions

COMPUTER SKILLS:

Experienced with Windows 2000, 2003, NT, XP, 7, and 10 operating systems. Windows Server 2003, 2008, 2012 and 2016 proficient. Proficient in Active Directory (AD), Group Policy Management, DNS, DHCP, PKI, SharePoint, Exchange 2003, 2007, and 2012. Experienced with Hyper - V and VMWare virtual platforms.

PROFESSIONAL EXPERIENCE:

Confidential

Helpdesk Imaging Specialist/System Administrator

Responsibilities:

• Supporting the build out and refresh for Windows 10 upgrades
• User account support on two networks
• Resolving various software and hardware issues for users
• Troubleshoot GPO issues and solutions
• Conduct daily operational checks and compile reports with the results
• Created multiple work instructions and user guides for IT processes

Confidential

Transaction Coordinator

Responsibilities:

• Implemented file system organization for the team to ensure all documents and information are stored in a central repository.
• Created templates and standard procedures for common tasks to keep the team’s operations uniform.
• Created instructional documentation for both agent side and client sides of transactions.
• Coordinate scheduling for the agent to meet with current and potential clients.
• Ensure timelines were followed and deadlines met with loan officers, title companies, contractors, inspectors, and the real estate agents.

Confidential

Systems Administrator

Responsibilities:

• Build virtual test environments (DCs, Application Servers, workstations, etc) and networks as required for customer projects and software testing. (VMware)
• Led the Windows 10 testing for the initial upgrade from Windows 7 and all Windows 10 version upgrades. This included months of dedicated work with government leads, Microsoft representatives, and the production IT team to mitigate any issues and anomalies found in the testing process and creating a productive user experience.
• Screened potential candidates, both over the phone and in person, for open IT positions within the department.
• Managed virtual storage on Dell EMC and HP SAN
• Tested all patches to be deployed to the production networks (Java, Microsoft, Chrome, Adobe)

Confidential

Systems Administrator

Responsibilities:

• Build and manage Windows Server 2003, 2008, and 2012 physical and virtual servers.
• Create and manage DFS replication groups on file servers to facilitate migrations.
• Create and manage Group Policy for various security settings and functionality.
• Provide basic networking support with Cisco routers and switches.
• Push software out to client workstations and servers using SCCM and IBM BigFix.
• Manage backups using Symantec Backup Exec, HP LiveVault, Microsoft DPM, and Netbackup.
• Management of Cirtix Xenapp 5 and Xenapp 7.6 environment.
• Manage McAfee ePolicy Orchestrator and HIPS.
• Create custom scanning and exclusion policies in McAfee ePO.
• Built and maintained virtual servers in VMWare
• Built and maintained virtual servers in Hyper-V
• Migrated servers from Hyper-V to VMWare.

Confidential

Information Technology Network and System Support Technician

Responsibilities:

• Experienced in providing desktop support for users.
• Built and managed mail servers, file servers, domain servers, and application servers.
• Created master images for workstations and servers that were DISA compliant. Using Retina scans, ensured that servers were STIG compliant.
• Migrated the AD Forest from Server 2003 to Server 2008
• Integrated PKI into networks that previously did not use the authentication technology.
• Built the SharePoint server and created/managed the SharePoint site to the commander’s specifications for command coordination and collaboration.
• Inventory manager for all IT equipment purchased for the command.
• Primary user account creation and user profile administrator.
• Purchasing agent for contract IT equipment, which includes: researching quotes, speaking to vendors, completing purchases, completing required forms and paperwork for contract purchases, and generating DD250s.
• Data Transfer Trusted Agent for moving data between networks.

Confidential

IT Support Representative (Desktop Support)

Responsibilities:

• Utilize Siebel 7.8 to track and manage workload as well as create a solutions database for support groups within DIA.
• Troubleshoot COTS/GOTS products on Windows NT, 2000 and XP on PCs and DODIIS Trusted Workstation.
• Perform system administration tasks such as reset and check permissions on roaming profiles, home directories and user accounts using Active Directory.
• Provide support for network connectivity for all supported workstations.
• Use Citrix MetaFrame/ICA Shadow to remotely troubleshoot DODIIS Trusted Workstations.
• Rebuild PCs using GHOST and restore PCs using Windows 2000 Recovery Console.
• Worked on XP upgrade to DIA and JITF-CT machines from the Windows 2000 Operating System.
• Tested XP operating system for multiple machine types for functionality and possible build issues.
• Responsible for solving Windows issues for users, installing new software, and resolving hardware issues for 200 customers.
• Created and maintained user accounts on three separate networks using Active Directory.
• Created and maintained Outlook accounts on the exchange servers.