SUMMARY:

• An Confidential Certified Professional with twenty Three years of progressive experience in computer and network operations providing systems, network monitoring, and end - user support.

TECHNICAL SKILL:

• IBM 3800 Line Printers
• HP Laser/desktop Printers
• IBM Impact Printers
• Digital Scanners
• RSA Key Fob Tokens
• MobiKey
• UNISYS 2200/922/5600/7100/7200/7201
• SUN disk arrays, ATL Tape Drives
• Brother/Savin Printers
• IBM 3480/3420/3490 Tape Drives
• IBM MVS/ESA 3090
• IBM AS/400
• IBM 3494
• Storage STK Silo
• IronKey
• 10 Finger print machines, PIV Biometric Card Readers
• Motorola 6250 Handhelds
• VACIS/LPR
• Scannners
• JES2/MVS, TSO, VTAM, VM/VSE
• SMF/CICS, Tivoli, Netscape, Lotus Notes, Telnet
• DFHSM, DB2, MS Outlook, Vantive, Remedy, HEAT
• MS OFFICE 2010/OS365/2016
• Windows XP, WIN7/WIN8
• Peregrine Service Center Ver. 6.1.3.0
• Counteract (Forescout) Enterprise Manager Ver. 6.2.3
• HP Discovery Center (Firefox Ver. 2.0.0.11)
• NFR (IPS-1) Sentivist Protection Center Ver. 5.0.2
• Active Directory Administration Tools
• Peregrine Asset Center
• DAR-Mcafee Endpoint Encryption (Laptop recovery)
• Rescue/Cisco Citrix VPN/AnyConnect Secure Mobility
• Guardian Edge
• BMC Service Desk Express (SDE)
• CAG (Citrix Access Gateway)
• ACE, ATS, CMAX (Phoenix, TECS/TPX) ACSE
• Remote access Tools/Windows Explorer
• Microsoft Bit-Locker Tools (laptop encryption)
• Pointsec Encryption (laptop hard drive recovery)
• HR Connect
• Microsoft SharePoint
• Adobe Acrobat XI Pro
• KB (Knowledge Base) and KMS (Knowledge Management System)
• Bomgar/Skype/CCM (Remote assistance)
• SLA/SOP
• Macafee endpoint encryption (Safe Boot)
• T-Metrics ACD Agent phone system
• Virtual Desktop Infrastructure (VDI)
• Snipping Tools

PROFESSIONAL EXPERIENCE:

Confidential

Team Lead Data Public Trust

• Tier one/Two End-User/VIP hardware/application issues
• Train new team members and updated SOP/knowledge based documents
• Assisted Customers with PIV, software installs. VDI/VPN
• Create New/modify AD User accounts/distribution groups
• Remote assistance via Bomgar/Skype/CCM to End-User for FCR.
• Escalated Customers Issues, Queue phone monitor and Customer survey monthly reports
• Email/Remedy Queue/Phone support

Help Desk Analyst

• Tier two Support for Team-web application account issues
• Software Testing for upcoming software releases.
• Email customer support

Senior Analyst Public Trust

• Tier one/Two End-User hardware/application issues
• Assisted Customers with PIV, software installs. VDI
• Create New/modify AD User accounts and Customer Email Backup support
• Remote assistance via Bomgar and CCM to End-User for FCR.
• Escalated Customers Issues as requested.

Help Desk Technician BI Clearance

• Tier One/ Two End-User Support Application issues
• FCR with 90% via Remedy. Worked in medium paced with 75 Calls /100 emails daily.
• Remote assistance via OCS and Bomgar
• Software (JAVA) /Hardware Installs.
• Updated Knowledge Base and met criteria of the SLA’s.
• Tier One Blackberry Hardware support

Communications Technician

• Tier One/Two end-user Support Application issues
• Assisted end-users with RSA Key FOB, IronKey and Mobikey issues
• Extensive knowledge of Active Directory Administration Tools
• Tier 1 Blackberry Hardware Support
• Assisted end-users and escalated ETP (Hardware) issues
• FCR with 90%. Fast paced environment with 150 Calls/350 emails processed daily.
• Worked with Configuration Management for software installs.
• Updated Knowledge Base and SOP’s.

Help Desk Administrator

• Tier One/Two end-user support for resolving business and technical incidents.
• Medium paced environment with 75 calls/100 emails processed daily.
• Assisted with updating the SOP daily system logs/met SLA’s
• Assisted end-user with VPN/Rescue and Guardian Edge incidents.
• Tier Two Blackberry Support
• Processed Web Based SCM requests

Helpdesk Administrator

• Provided 1st and 2nd level end-user support for resolving business and technical incidents.
• Fast paced environment with 150 calls/200 emails processed daily.
• Worked closely with Configuration Management for software application installs
• Assisted with Disaster Recovery and maintain all Global BIE education accounts.
• DAR MacAfee Endpoint Encryption Recovery on Laptops for end-user
• Blackberry/MS Outlook Tier 2 end user support
• Processed Web based SCM incidents.

Information Security Analyst

• Junior member of the BIA CSIRT team responsible for monitoring the BIA Enterprise network in a SOC environment
• Processed network security incident and escalated as necessary
• Collected and prepare report data for the Requested Daily Standup report to Client
• Performed confident analysis of various network alerts for suspected security exploits, worms, or viruses
• Worked in a collaborative environment with other SOC members and specially with senior team lead
• Performed minor packet captured forensics (TCPDUMP) using Wireshark

Lead Computer Operator

• Monitored and maintained all 7 qualifying IBM 3494 systems
• Tape Library/ATL (Auto Tape Loaders) duties
• Monitored all environmental consoles for alarms for the PDU, AC units
• Monitored all systems for quality control.
• Performed Shutdown, DB maintenance duties as User requested
• Extensive Printer Room knowledge (3800 IBM Laser Line Printer & Impact Printers)
• Opened, Updated, Escalated and Resolved Remedy Tickets daily
• Maintained and Updated Operator Shift Log daily/SOP

Computer Operator

• Monitored and maintained all qualifying UNISYS CLEARPATH 1100/7100/5600/7200, IBM 3090
• Assisted with UNISYS CE Tech. in problem solving 3480/3490 Tape Drive interventions etc.
• Tape Library Tape Management System (TMS) & Backup Library (BLIB) duties assisted in installing keys for requested OS software/IPL
• Performed daily Scheduling duties. Processed Oil & Gas, WSPC, LRIS, OSAGE and SSAS jobs daily
• Performed Shutdown and maintenance duties as requested, assisted with Disaster Recovery guidelines
• Restored classified backups daily, weekly, and monthly