SUMMARY:

• I am a driven and passionate Information Technology enthusiast seeking to contribute acquired skills within a challenging senior support role.
• Recognized as an outstanding employee with previous employers, Confidential and recipient of multiple performance awards while with Confidential .
• I possess proven analytic, communication, presentation, and problem - solving skills; having been commended by clients /customers for my ability to successfully resolve support issues efficiently and quickly.
• I am self-motivated, hard-working and enjoy real time /remote hands-on interaction with clients /customers. I’m a quick learner with an impressive ability to successfully impart technical knowledge to non-technically inclined individuals.
• I currently hold an active Confidential . DoD TS-SCI security clearance.

TECHNICAL SKILLS:

Hardware: IBM Based Computers & Peripherals /Routers /Switches /NICs /Monitoring Devices

Software: MS Office 2016 & Earlier • MS RDP-RDC • BMC Remedy • HP Service Manager • IBM Maximo • VMware View /vSphere • Dell Foglight • Orion SolarWinds • Quest Spotlight • ipSwitch What’s Up Gold

Operating Systems: Windows 7, Windows 8.0 /8.1 and Windows 10

Networking: TCP/IP • DHCP • LAN • WAN • VPN • POP/SMTP • 10BaseT • CAT5e /6 • MoCA (Ethernet over Coaxial)

PROFESSIONAL EXPERIENCE:

Confidential, Arlington, VA.

Senior Tier 2 /Junior Tier 3 Desktop Services & IT Support Specialist

Responsibilities:

• Maintained current Confidential . DoD TS-SCI & DoJ-FBI suitability security clearances
• US /DoJ /FBI / HQ ITESD (IT Enterprise Services Division)
• Provided full life cycle, wide spectrum desk-side and /or remote hardware /software /on-the-spot end-user training, special projects support & solutions analysis
• Provided in-warranty /out-of-warranty maximum life cycle deployment support for client inventory management & their desktop computer systems, laptops, printers & other integral peripheral equipment

Senior Tier 2 /Junior Tier 3 End-User Support /Service Desk Analyst

Responsibilities:

• Maintained current Confidential . DoD TS-SCI & DHS HQ suitability security clearances
• US /DHS (HQ) /OCIO /ITSO /CRMD - DSS (Desktop Support Services) Program - Confidential . Department of Homeland Security, Office of the Chief Information Officer, Information Technology Services Office, Customer Relationship Management Division
• Provided end-user /desk-side information technology support services at all levels on-site and /or remotely and /or by telephone requiring outstanding troubleshooting, attention to detail and technical issues resolution skills.
• Analyzed and resolved complex IT service requests /issue incidents escalated from Call Center, Dispatch, Service Desk or Front-Line /Back-Line analyst support teams. Utilize remote control technologies (Microsoft RDC, Lync, Skype) for troubleshooting technical desktop, mobile and wireless device issues. Identify, document, route and /or escalate all support issues which cannot be resolved properly /timely from my assigned work site or utilizing my assigned access /expertise levels.
• Provided and /or undergo available training for a wide range of information technology technical support /remote service desk solutions to our Client’s nationally based User community of Federal staff, contractors and agency partners /liaisons /affiliates.
• Additional responsibilities included providing issues resolution for access restoration /network share and mapped drives support /remote access support (VPN, Wireless WAN /Mobile /CITRIX Virtual Desktop); as well as installing, upgrading, downgrading, uninstalling, configuring and troubleshooting /resolving issues with both COTS and custom agency standard software applications. Also included are the setup, activation, imaging, re-imaging, configuration, deployment, retrieval, tracking and troubleshooting of all wired /wireless /mobile computing /communication devices.
• Provided advanced Windows Server Active Directory (AD) and Forefront Identity Manager (FIM) administration support.
• Provided proficient service request and issue incidents ticketing creation, documenting, tracking, monitoring and resolution using BMC Remedy service request management (SRM) software (or similar tool) through the full support lifecycle
• Learned new technologies quickly (MS Operating Systems, MS Office Products and other DHS custom /specified software).

Senior Tier 2 /Junior Tier 3 LAN /Desk-Side Support Technician

Responsibilities:

• Maintained Confidential . DoD TS and DHS HQ suitability security clearances
• US /DHS (HQ) /OCIO /ITSO /CRMD - IT NOVA Program - Confidential . Department of Homeland Security, Office of the Chief Information Officer
• I transitioned within this position to the new contract with the new prime contractor Confidential .

Systems Administrator

Responsibilities:

• Maintained a Confidential . DoD TS & Department of State suitability security clearances
• US /DoS /IRM /OPS /SIO /EPI /ADB - Vanguard Team ( Confidential . Department of State, Information Resource Management)
• Provided systems administrator support for three sizable Department of State applications; WebTATEL - Agency wide timekeeping & payroll, eCountry Clearance - Agency application which manages /processes requests /approvals for travel to Confidential . Embassies around the world and WebPASS - Agency applications portal for use by Confidential . Embassy staff, approved visitors with access and other Confidential . Department of State officials.

Senior Tier 2 /Junior Tier 3 Network /Systems Administrator Support Technician

Responsibilities:

• Maintained a Confidential . DoD TS & Federal Bureau of Investigation suitability security clearances
• US /DoJ /FBI /STAS /DIVS-IDW- HQ - Confidential . Department of Justice, Federal Bureau of Investigation, Special Technologies & Applications Section, Data Integration & Visualization System - Investigative Data Warehouse Operations - Headquarters
• Daily monitoring /maintenance /support of dedicated, classified Windows servers up-time /operability and customized end-user applications using VMware ‘vSphere’, ipSwitch ‘What’s-Up-Gold’ and Quest ‘Spotlight’ tools.
• Daily monitoring /maintenance /support of end-user accounts /core data sets access via Microsoft Active Directory and customized end-user interface; including end-user technical issues resolution, training and quality assurance operations in a classified environment

Senior Tier 2 /Junior Tier 3 Network /Systems Administrator Support Technician

Responsibilities:

• Maintained a Confidential . DoD TS & Department of State suitability security clearances
• US /DoS /STOS /DS /SMSe OpsSup - Confidential . Department of State, Security Technology Operations Services, Diplomatic Security, Security Management Systems Enterprise Operations Support
• Provided Sr. Tier 2 /Jr. Tier 3 remote network /SysAdmin. /physical security monitoring, events /issues troubleshooting /resolution and tech support.
• Created, managed, tracked, granted or deleted User accounts access via Microsoft AD (Active Directory) and other COTS /custom applications.
• Created, managed, tracked, documented & resolved on-going network /SysAdmin. /technical support events /issues utilizing work orders /trouble tickets within the Maximo application.
• Monitored LAN /WAN /connected devices uptime using web based application tool ORION SolarWinds; insuring optimal operability /integrity of systems health
• Provided daily N/STOC (Network /Security Technology Operations Center) management; taking action on all technical support events /issues. This included maintaining Operations Center cleanliness, organization, documentation, monitoring and Standard Operating Procedures.
• Ensured all assigned Client work orders /trouble tickets were consistently /successfully escalated and /or accurately /promptly resolved.
• Readily provided support to other Client program sections such as Systems, Networks, Engineers & Architects, as needed.
• Provided on-going 2nd Shift coverage within a 24 /7 /365 Network /Security Technology Operations Center environment.

DHS /TSA-FAMS Watch Floor Operations - Freedom Center - Sr Tier 2 /Jr Tier 3 Network /SysAdmin Support Tech

Responsibilities:

• Maintained Confidential . DoD Secret & DHS /TSA suitability security clearances
• Transport Security Administration (TSA) - Federal Air Marshal Service (FAMS) Watch Floor. Transitioned and remained with the DHS /TSA Information Technology Infrastructure Program (ITIP) contract.

Senior Tier 2 /Junior Tier 3 Network /Systems /Applications Administrator Support Technician

Responsibilities:

• Maintained Confidential . DoD Secret & DHS /TSA suitability security clearances
• Transportation Security Administration (TSA) - Information Technology Infrastructure Program (ITIP): Information Technology Infrastructure Library (ITIL) and Capability Maturity Model Integration (CMMI) compliant.
• Sr. Tier 2 /Jr. Tier 3 LAN /WAN /Intranet /Extranet infrastructure & applications break-fix monitoring, defects /issues identification & resolution facilitation support for TSA's Operating Platform (TOP); maintaining top-notch support for TSA & external industry end-user communities (rail, air carriers, agents & shippers) in a 24x7x365 NOC support environment ensuring access throughout TSA & end-user communities.
• Issues Resolution: Expedited on-going collaborative efforts, with focus on TSA Cargo handing /transport /tracking applications, with key Change Management (CM), Release Management (RM), Tier 1, Tier 3 Developer /Database Administrator and other contributing Team Leaders throughout the processes of issues identification, solutions development, break-fix engineering /testing, release approvals, repair operations /deployments and post-deployment validations within pre-release testing and live production environments.
• Established Best Practices: Created support processes documentation enabling effective personnel cross-training, improved support efficiency /accuracy & greater client satisfaction via support process white papers, Standard Operating Procedures & Frequently Asked Questions.
• Championed applications support processes enhancements for improvements in operations efficiency.
• Oracle Account Administrator for client customized Oracle /IBM eBusiness Suite applications.