SUMMARY

• I’m a technical professional with 12 years of experience in the IT field.
• I possess excellent problem solving, time management, and team building skills.
• I’m currently seeking a position as an IT Manager, where I can utilize my experience, education and vendor certifications to enhance your organizations.

TECHNICAL SKILLS

U.S. Government Security Clearance: DOD-Secret, DHS-Public Trust

NIST Publications: 800-53, 800-30, 800-37

Operating Systems: Windows 2008 Win 7, Win 8, Win10, Linux, Mac OS X, Server 2008, Server 2012

Database: SQL Server 2008& 2012

Engineering: AutoCad, TGIS

Regulations: SOX, HIPPA, PCI-DSS (Payment Card Industry)

Programming: C++, Java, HTML, Powershell

Cisco: 2950, 3640, 3660 2501, WIC-1T, IOS 12.2, 12.3, 12.4

SIEM Security Tools: Kali Linux, Nmap, Wireshark, Nessus, Splunk

Anti-Virus/Spyware: Norton Anti-Virus, McAfee, and Sophos

Project Management: Kanban, Atlassian JIRA software suite, Project 2016

Service Management: Heat Ticketing, Remedy Action Request, FrontRange 6.0 & FrontRange Heat, ServiceNow

Mobile Device Management: Blackberry BES 5 & 12, GOOD

Remote Tools: Remote Desktop (Windows & MAC), Citrix, SCCM, and WebEx

PROFESSIONAL EXPERIENCE

Manager

Responsibilities:

• Delivered complex technical solutions to multinational highly matrixed clients
• Managed an Identity Access Management program using an Agile approach and Atlassian JIRA
• Utilized Splunk to analyze datasets, generate reports and during client presentations
• Managed the administration of a Windows Server 2012 Active Directory network
• Generated and presented weekly FISMA metrics reports for management
• Managed direct reports on policies and process pertaining to client SOW and future roadmap
• Generated ServiceNow reports to aid with capacity planning, first call resolution and developing trends
• Local Registration Authority (LRA) to issue PKI device certificates requested by the ISSO’s
• Enforced privilege credentials using the Microsoft Forefront Identity Manager
• Managed the change management process during systems upgrades and unexpected outages
• Global Point of contact for the clients internal HR, Finance and retail system teams
• Managed the CA PAM solution - Xceedium including updates, outages and user on-boarding
• Assisted with the initial implementation of the Venafi PKI management suite

Infrastructure Manager

Responsibilities

• Worked with the PMO on the BES12 upgrade project to meet deadlines and project milestones
• Executive VIP technical support to the agency’s senior leadership including 2 and 3 star Generals
• Server 2008, 20012 support - Active Directory account provisioning, administration, Group Policy
• BES 5, 12 – Setup/provisioned new and existing accounts for Android, Blackberry and Apple devices
• Mobile device management (MDM) using the GOOD mobility suite for Android devices
• Encryption of MDA laptops and desktops using NSA encryption standards
• Supported SIPR and NIPR DOD systems
• Asset management of agency hardware and software using Remedy ITSM
• Utilized Wireshark, Nessus and NMAP for network vulnerability assessments
• Ran weekly metrics report for ticket count for new and assigned Remedy tickets
• Assigned Remedy ticket requests accordingly to junior engineers
• International and Domestic travel to support the various client requests
• Created SOP’s to properly document processes and change management processes
• Identity management - Assisted with PKI certs utilizing CAC smart cards and SIPR tokens

 IT Support Manager

Responsibilities:

• Managed and prioritize the daily FrontRange Heat queue for 17K users including VIP users
• Managed contractors, consultants and service desk technicians by scheduling weekly team meetings
• Coordinated with the Helpdesk during peak time to resolve complex VIP issues
• Created and updated SOP documentation to update the Help Desk standard call scripts
• Helped develop root cause analysis processes for recurring issues
• Ran weekly metric ticket report for upper management
• Lead Apple Hardware and OS Technical resource.
• Managed Win 7 upgrade project – 18K machines, 10 locations, 30 contractors
• Post upgrade customer training on Windows 7, Office 2010 and in house applications
• Infoblox – IP/MAC address management
• Altiris – Asset management, Report generation, application installation and remote support
• JAMF JSS -Casper suite – Report generation for asset management of Apple products ­& remote support
• AirWatch Mobile device management (MDM) support for users traveling domestically and abroad
• Supported StrataJazz financial software during NIH Grant forecasting and budget deadlines

IT Manager

Responsibilities:

• ITIL - Managed change management process for network wide upgrades and outages
• Assisted with budgeting of projects, hardware & software procurement, and training resources
• Lead support tech for 3500+ users and C-level Executives using Remedy Ticket System and SCCM
• Managed a Microsoft Active Directory network & Exchange server
• Managed the Remedy ITSM queue and assigned tickets to direct reports
• Managed the mobile device inventory to ensure adequate coverage
• Vendor management while performing system upgrades and support
• Managed 250+ IBM Point of Sale terminals during events including the credit card processing server
• Wi-Fi Support of the Symbol Handheld units that are used by the order takers throughout the Arena
• Lead the integration of Quest Point of Sale hospitality systems for the Beacon Theatre.
• Created automated reports from multiple systems using SQL Server 2008 Reporting Services
• Lead Apple hardware Tech - iMac, MacBook, MacBook Pro, MacPro and Macmini