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Apr
2013 – March 2016, Bridges Consulting, Inc., Service Specialist IV,
Enterprise IT Operations (EIT Ops) Contract
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Accountable
to the Service Desk Lead to be an expertise-based, mission-service-focused
Point of Contact, across the globe, for the IT “hands-on-the-keyboard” user
into the IT environment.
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Interacts
effectively, courteously, and directly with both the First Line Service
Analyst and the IT user in order to resolve technical issues.
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Answers
queries and request for service that originate by telephone, web-based
portals, email or other methods.
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Acts as
interface to the NSA mission-specific service IT user or infrastructure.
Sep 2012 – Apr 2013, Dell Federal
Services Group, System Administrator
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Responsible
for day-to-day operational maintenance, support, and upgrades for operating
systems, workstations and servers in the GECC-T.
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Performed
software installations and upgrades to operating systems and layered
software packages. Monitored and tuned the system to achieve optimum
performance levels.
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Resolved
incidents on the NSA Enterprise IT that are outside normal scripted
responses.
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Restored
data services remotely using available tools. Implemented and/or
articulated corrective measures and documented that information in
knowledge articles.
Dec 2009 – Sep 2012, Dell Federal
Services Group, Systems Engineer
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Provided
Microsoft Windows system engineering and administration support to the
543rd Support Squadron; supported, monitored, tested, and troubleshot
hardware and software problems pertaining to site LANs. Recommended and
scheduled repairs. Provided enduser support for all LAN- based
applications. Researched, architected and implemented scalable,
fault-tolerant hardware and software solutions that improved reliability
and performance.
§
Provided
Tier 1 through Tier 3 troubleshooting support in response to customers’
support requests; translated customers’ requests into IT problem
identifications and diagnoses; formulated and presented fix actions for key
decision-makers’ approval for complex tasks requiring IT systems downtime;
performed problem identification, diagnosis and problem resolution for
tasks not requiring IT systems downtime.
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Provided
Enterprise Microsoft Windows system engineering and administration support;
provided system administration of Unix Server with Windows clients support
for ADNET
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Served as
the customers’ Primary System Administrator and Subject Matter Expert for the
unclassified and secret networks and as a team member managing the site’s
classified network; responsible for the day-to-day lifecycle processes to
include, but not limited to SAN server/client hardware and software
configurations, application installations, upgrades and patching, antivirus
management, vulnerability scans using COTS and GOTS products.
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Responsible
for managing, coordinating and performing the day-to-day system
administration, to include the configuration and operation of the site’s
Enterprise infrastructure; formulated, planned, designed, optimized and
implemented infrastructure hardware and software solutions based on
ever-changing customer requirements resulting in enhanced organizational
capabilities. Performed routine system capacity analysis and planning;
formulated IT systems architectural plans to provide scalable solutions to
key stakeholders in support of organizational mission. Provided Tier 1
through Tier 3 indirect or direct assistance and troubleshooting support to
end users and IT support personnel requiring access to or support in using
Unclassified and Classified Enterprise IT systems.
§
Installed,
configured, and deployed servers and workstations. Provided technical
expertise in the design, configuration, deployment and implementation and
administration of DNS, WINS, DHCP, Active Directory, Backups, Antivirus,
Group Policies, and other backend services as needed.
§
Planned,
configured and implemented network services, e.g., DNS, WINS, DHCP,
Exchange 2000 mail, File and Print, Firewall (ISA 2000 Server), Antivirus
(Symantec Antivirus Corporate Edition), McAfee HBSS, Patch Management
(Microsoft Software Update Services) (Windows Server Update Services), Web
Services, MSCS (Microsoft Cluster Service), Database services (Microsoft
SQL 2000 and Microsoft SQL 2005), backup services using VERITAS and
Symantec products, Storage Area Network (SAN) using EMC Clariion CX300 and
Brocade Fiber Channel Switches. Responsible for migrating LAN to a Windows
2003 Infrastructure increasing fault-tolerant LAN capabilities utilizing
the Windows 2003 DFS and Volume Shadow Copy Services, etc.
§
Utilized
various COTS & GOTS products such as NetIQ, Argent, McAfee ePolicy
Orchestrator and Host Based Security System (HBSS), Symantec Antivirus
Corporate Edition Server, Shavlik Patch Management, DISA Gold Disks, e-Eye
Retina, Microsoft Software Update Service (SUS), Windows Server Update
Services, etc. to perform patch management, antivirus management,
reliability and performance monitoring and management, vulnerability
scanning, identification and mitigation management, capacity planning,
hardware and software utilization monitoring and planning.
§
Served as a
“go-to” source by organizational decision-makers to provide technical
solutions in support of customer’s mission requirements; superbly
translated strategic business objectives into technical requirements and
solutions; provided superior troubleshooting support and problem resolution
during planned and unplanned system outages and effectively communicated
status updates to site management, IT team members and internal customers;
performed root cause analysis and fix action implemented to unplanned
system outages where appropriate.
§
Utilized
Remedy and/or direct customer communications to respond to requests for
support. Provided superior troubleshooting support and problem
resolution for escalated tickets; performed detailed analysis and feedback
to key decision-makers and internal customers. Clarified customers’
business requirements and effectively communicated formulated IT solutions
and fix actions; communicated findings to agency managers and
organizational customers in clear and concise terms that were easily
understood.
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Responsible
for addressing and mitigating Server hardware failures; coordinated and
communicated with agency managers, internal customers and external hardware
vendors to facilitate hardware failure resolution; effectively formulated
strategies that minimized the impact of hardware failures by implementing
fault-tolerant hardware and software solutions; maintained a supply of
onsite Server hardware and recommended vendor Server maintenance contracts
that optimized uptime and minimized downtime.
§
Provided
technical solutions for end-user specific requirements; served as the
Information Systems Security Officer (ISSO) for various site local area
networks. Responsible for ensuring that all systems met Department of
Defense security requirements for system accreditation; responsible for
maintaining System Security Plans (SSP) for various LANs; performed
vulnerability scans using DISA Gold Disk, e-Eye Retina and GOTS products;
responsible for mitigating identified vulnerabilities.
Jan 2007 – Dec 2009, Perot
Systems, System Engineer
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Provided
Microsoft Windows system engineering and administration support to the
543rd Support Squadron; supported, monitored, tested, and troubleshot
hardware and software problems pertaining to site LANs. Recommended and
scheduled repairs. Provided end-user support for all LAN- based
applications. Researched, architected and implemented scalable,
fault-tolerant hardware and software solutions that improved reliability
and performance.
§
Provided
Tier 1 through Tier 3 troubleshooting support in response to customers’
support requests; translated customers’ requests into IT problem
identifications and diagnoses; formulated and presented fix actions for key
decision-makers’ approval for complex tasks requiring IT systems downtime;
performed problem identification, diagnosis and problem resolution for
tasks not requiring IT systems downtime.
§
Served as
the customers’ Primary System Administrator and Subject Matter Expert for
the unclassified and secret networks and as a team member managing the
site’s classified network; responsible for the day-to-day lifecycle
processes to include, but not limited to SAN server/client hardware and
software configurations, application installations, upgrades and patching,
antivirus management, vulnerability scans using COTS and GOTS products.
§
Responsible
for managing, coordinating and performing the day-to-day system
administration, to include the configuration and operation of the site’s
Enterprise infrastructure; formulated, planned, designed, optimized and
implemented infrastructure hardware and software solutions based on
ever-changing customer requirements resulting in enhanced organizational
capabilities. Performed routine system capacity analysis and planning;
formulated IT systems architectural plans to provide scalable solutions to
key stakeholders in support of organizational mission. Provided Tier 1
through Tier 3 indirect or direct assistance and troubleshooting support to
end users and IT support personnel requiring access to or support in using
Unclassified and Classified Enterprise IT systems.
§
Installed,
configured, and deployed servers and workstations. Provided technical
expertise in the design, configuration, deployment and implementation and
administration of DNS, WINS, DHCP, Active Directory, Backups, Antivirus,
Group Policies, and other backend services as needed.
§
Planned,
configured and implemented network services, e.g., DNS, WINS, DHCP,
Exchange 2000 mail, File and Print, Firewall (ISA 2000 Server), Antivirus
(Symantec Antivirus Corporate Edition), McAfee HBSS, Patch Management
(Microsoft Software
Update Services) (Windows Server
Update Services), Web Services, MSCS (Microsoft Cluster Service), Database
services (Microsoft SQL 2000 and Microsoft SQL 2005), backup services using
VERITAS and Symantec products, Storage Area Network (SAN) using EMC
Clariion CX300 and Brocade Fiber Channel Switches. Responsible for
migrating LAN to a Windows 2003 Infrastructure increasing fault-tolerant
LAN capabilities utilizing the Windows 2003 DFS and Volume Shadow Copy
Services, etc.
§
Utilized various
COTS & GOTS products such as NetIQ, Argent, McAfee ePolicy Orchestrator
and Host Based Security System (HBSS), Symantec Antivirus Corporate Edition
Server, Shavlik Patch Management, DISA Gold Disks, e-Eye Retina, Microsoft
Software Update Service (SUS), Windows Server Update Services, etc. to
perform patch management, antivirus management, reliability and performance
monitoring and management, vulnerability scanning, identification and
mitigation management, capacity planning, hardware and software utilization
monitoring and planning.
§
Served as a
“go-to” source by organizational decision-makers to provide technical
solutions in support of customer’s mission requirements; superbly
translated strategic business objectives into technical requirements and
solutions; provided superior troubleshooting support and problem resolution
during planned and unplanned system outages and effectively communicated
status updates to site management, IT team members and internal customers;
performed root cause analysis and fix action implemented to unplanned
system outages where appropriate.
§
Utilized
Remedy and/or direct customer communications to respond to requests for
support. Provided superior troubleshooting support and problem
resolution for escalated tickets; performed detailed analysis and feedback
to key decision-makers and internal customers. Clarified customers’
business requirements and effectively communicated formulated IT solutions
and fix actions; communicated findings to agency managers and organizational
customers in clear and concise terms that were easily understood.
§
Responsible
for addressing and mitigating Server hardware failures; coordinated and
communicated with agency managers, internal customers and external hardware
vendors to facilitate hardware failure resolution; effectively formulated
strategies that minimized the impact of hardware failures by implementing
fault-tolerant hardware and software solutions; maintained a supply of
onsite Server hardware and recommended vendor Server maintenance contracts
that optimized uptime and minimized downtime.
§
Provided
technical solutions for end-user specific requirements; served as the
Information Systems Security Officer (ISSO) for various site local area
networks. Responsible for ensuring that all systems met Department of
Defense security requirements for system accreditation; responsible for
maintaining System Security Plans (SSP) for various LANs; performed
vulnerability scans using DISA Gold Disk, e-Eye Retina and GOTS products;
responsible for mitigating identified vulnerabilities.
Oct
2003 – Jan 2007, QSS Group, Inc., Systems Engineer
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Provided
Microsoft Windows system engineering and administration support to the
543rd Support Squadron; supported, monitored, tested, and troubleshot
hardware and software problems pertaining to site LANs. Recommended and
scheduled repairs. Provided enduser support for all LAN- based
applications. Researched, architected and implemented scalable,
fault-tolerant hardware and software solutions that improved reliability and
performance.
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Responsible
for planning, developing, configuring, implementing and administering the
OSIS and Secret LANs presence at customer's site; planned, coordinated,
implemented and administered a Windows 2000 Active Directory server and
client infrastructure.
§
Provided
Enterprise Microsoft Windows system engineering and administration support;
provided system administration of Unix Server with Windows clients support
for ADNET.
§
Provided
Tier 1 through Tier 3 troubleshooting support in response to customers’
support requests; translated customers’ requests into IT problem
identifications and diagnoses; formulated and presented fix actions for key
decision-makers’ approval for complex tasks requiring IT systems downtime;
performed problem identification, diagnosis and problem resolution for
tasks not requiring IT systems downtime.
§
Served as
the customers’ Primary System Administrator and Subject Matter Expert for
the unclassified and secret networks and as a team member managing the
site’s classified network; responsible for the day-to-day lifecycle
processes to include, but not limited to SAN server/client hardware and
software configurations, application installations, upgrades and patching,
antivirus management, vulnerability scans using COTS and GOTS products.
§
Responsible
for managing, coordinating and performing the day-to-day system
administration, to include the configuration and operation of the site’s
Enterprise infrastructure; formulated, planned, designed, optimized and
implemented infrastructure hardware and software solutions based on
ever-changing customer requirements resulting in enhanced organizational
capabilities. Performed routine system capacity analysis and planning;
formulated IT systems architectural plans to provide scalable solutions to
key stakeholders in support of organizational mission. Provided Tier 1
through Tier 3 indirect or direct assistance and troubleshooting support to
end users and IT support personnel requiring access to or support in using
Unclassified and Classified Enterprise IT systems.
§
Installed,
configured, and deployed servers and workstations. Provided technical
expertise in the design, configuration, deployment and implementation and
administration of DNS, WINS, DHCP, Active Directory, Backups, Antivirus,
Group Policies, and other backend services as needed.
§
Planned,
configured and implemented network services, e.g., DNS, WINS, DHCP,
Exchange 2000 mail, File and Print, Firewall (ISA 2000 Server), Antivirus
(Symantec Antivirus Corporate Edition), McAfee HBSS, Patch Management
(Microsoft Software Update Services) (Windows Server Update Services), Web
Services, MSCS (Microsoft Cluster Service), Database services (Microsoft
SQL 2000 and Microsoft SQL 2005), backup services using VERITAS and
Symantec products, Storage Area Network (SAN) using EMC Clariion CX300 and Brocade
Fiber Channel Switches. Responsible for migrating LAN to a Windows 2003
Infrastructure increasing fault-tolerant LAN capabilities utilizing the
Windows 2003 DFS and Volume Shadow Copy Services, etc.
§
Utilized
various COTS & GOTS products such as NetIQ, Argent, McAfee ePolicy
Orchestrator and Host Based Security System (HBSS), Symantec Antivirus
Corporate Edition Server, Shavlik Patch Management, DISA Gold Disks, e-Eye
Retina, Microsoft Software Update Service (SUS), Windows Server Update
Services (WSUS), etc. to perform patch management, antivirus management,
reliability and performance monitoring and management, vulnerability
scanning, identification and mitigation management, capacity planning,
hardware and software utilization monitoring and planning.
§
Served as a
“go-to” source by organizational decision-makers to provide technical
solutions in support of customer’s mission requirements; superbly
translated strategic business objectives into technical requirements and
solutions; provided superior troubleshooting support and problem resolution
during planned and unplanned system outages and effectively communicated
status updates to site management, IT team members and internal customers;
performed root cause analysis and fix action implemented to unplanned
system outages where appropriate.
§
Utilized
Remedy and/or direct customer communications to respond to requests for
support. Provided superior troubleshooting support and problem
resolution for escalated tickets; performed detailed analysis and feedback
to key decision-makers and internal customers.
§
Clarified
customers’ business requirements and effectively communicated formulated IT
solutions and fix actions; communicated findings to agency managers and
organizational customers in clear and concise terms that were easily
understood.
§
Responsible
for addressing and mitigating Server hardware failures; coordinated and
communicated with agency managers, internal customers and external hardware
vendors to facilitate hardware failure resolution; effectively formulated
strategies that minimized the impact of hardware failures by implementing
fault-tolerant hardware and software solutions; maintained a supply of
onsite Server hardware and recommended vendor Server maintenance contracts
that optimized uptime and minimized downtime.
§
Provided
technical solutions for end-user specific requirements; served as the
Information Systems Security Officer (ISSO) for various site local area
networks. Responsible for ensuring that all systems met Department of
Defense security requirements for system accreditation; responsible for
maintaining System Security Plans (SSP) for various LANs; performed
vulnerability scans using DISA Gold Disk, e-Eye Retina and GOTS products;
responsible for mitigating identified vulnerabilities.
Oct 2001-Sep 2003, Harris
Corporation, Systems Administrator
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Provided NT
system administration support to the Medina Regional Signals Intelligence
(SIGINT) Operations Center (MRSOC), J31 mission team; provided hands-on
support for transition, installation and maintenance of new or upgraded
MRSOC mission capabilities. Installed new versions of the system
software to include operating systems, databases, and applications; teamed
with site operations, site hardware maintenance, and NSA points of contact
to improve operational capabilities; responsible for the installation,
configuration, and management of Windows 2000 Advanced Server and Windows
2000 Professional Servers and Workstations; served as the Information
Systems Security Officer (ISSO) for various organizational networks.
Jan – Sep 2001, BTG, Inc., Microsoft
Certified Systems Engineer (MCSE)
17th Training Group (17th TRG),
Goodfellow Air Force Base
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Provided
Microsoft Windows NT Systems Administration support of the Intelligence
Training System (ITS) supporting the 17th Training Group (17th TRG) at
Goodfellow Air Force Base (GAFB); supported the Air Education and Training
Command (AETC) mission to teach linguist intelligence concepts; integrated
commercial-off-the-shelf (COTS) hardware, COTS and government-off-the-shelf
(GOTS) software, and custom-developed software.
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Responsible
for ensuring that any authorized user may log on to any workstation in the
schoolhouse complex and have access to their data and applications with the
exception of applications requiring special hardware capabilities
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Managed
system operations (e.g., monitoring and servicing system devices, backing
up system and training data resources, etc.) to achieve and maintain the
highest system reliability and system and training data files security and
accuracy, including: performing workstation and server tasks for system
boot and shutdown; managed system workstations and servers; managed system
peripherals; managed the ITS removable media; managed ITS courseware
installation; applied Configuration Control Board (CCB)-approved updates
and patches to the operating system, applications, and virus signatures as
required; performed backup and recovery of files as necessary; archived ITS
and ICW data; added, modified, and deleted Windows NT domain user accounts;
responded and provided notification to security personnel of ITS-related
security events; performed time synchronization tasks; exercised in-depth
computer system knowledge and experience to achieve and maintain optimum
system performance and the highest-possible system reliability; employed
total and unrestricted access to all system resources, including all files
and email; coordinated with the Training Operations Manager on all system
matters affecting or having the potential to affect accomplishment of the
training mission; Tasked, tracked, monitored, and evaluated the quality of
Government and contract logistic support hardware and software efforts.
Sep – Dec 2000, BTG, Inc., Air Force
Information Warfare Center (AFIWC)
Provided
Tier III Network Systems Administration support of the Air Force
Information Warfare Center (AFIWC) Cisco routers and switches supporting
networks with multiple subnets;
Assisted in the
development, testing, installation, maintenance, troubleshooting
identification
and resolution, optimization and tuning of existing hardware architectures,
and documentation;
Effectively
utilized Microsoft Visio 2000 to map LANs, subnets, and VLANS; troubleshot
and documented network bottlenecks throughout the LAN and provided
recommended solutions.
Effectively used
the HEAT Call Logging Application to identify, record, respond, document,
resolve, and follow up user requests for network troubleshooting related
support. Performed basic CISCO IOS router and switch configurations;
enabled/disabled port security, set VLANs, changed VLANs, etc., in support
of customer requirements;
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assembled,
tested, and installed CAT V UTP from client/server machines to associated
blocks/patch panels and Cisco switches.
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Personally
responded to and resolved over 25 network connectivity related issues and
CAT V cable drop requests in support of the AFIWC Information Technology.
Aug 1999 – Oct 2001, BTG, Inc., Systems
Engineer
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Provided
Microsoft Windows NT Systems Administration support of the Intelligence
Training System (ITS) supporting the 17th Training Group (17th TRG) at
Goodfellow Air Force Base (GAFB).
§
Supported
the Air Education and Training Command (AETC) mission to teach linguist
intelligence concepts.
§
Integrated
commercial-off-the-shelf (COTS) hardware, COTS and government-off-the-shelf
(GOTS) software, and custom-developed software.
§
Responsible
for ensuring that any authorized user may log on to any workstation in the
schoolhouse complex and have access to their data and applications with the
exception of applications requiring special hardware capabilities.
§
Ensured
that ICW and audio data were accessed centrally and delivered to the
student, while student responses were recorded and collected for future
analysis by instructors and courseware developers (CDs).
§
Managed
system operations (e.g., monitoring and servicing system devices, backing
up system and training data resources, etc.) to achieve and maintain the
highest system reliability and system and training data files security and
accuracy, including: o performing workstation and server tasks for system boot
and shutdown; archived ITS and ICW data; added, modified, and deleted
Windows NT domain user accounts; responded and provided notification to
security personnel of ITS-related security events; performed time
synchronization tasks; exercised in-depth computer system knowledge and
experience to achieve and maintain optimum system performance and the
highest possible system reliability; employed total and unrestricted access
to all system resources, including all files and e-mail; coordinated with
the Training Operations Manager on all system matters affecting or having
the potential to affect accomplishment of the training mission; tasked,
tracked, monitored, and evaluated the quality of Government and contract
logistic support hardware and software efforts.
§
Provided
Tier III Network & Systems Administration support of the Air Force
Information Warfare Center (AFIWC) Cisco routers and switches supporting
networks with multiple subnets.
§
Assisted in
the development, testing, installation, maintenance, troubleshooting
identification and resolution, optimization and tuning of existing hardware
architectures, and documentation.
§
Effectively
utilized Microsoft Visio 2000 to map LANs, subnets, and VLANS; troubleshot
and documented network bottlenecks throughout the LAN and provided
recommended solutions.
§
Effectively
used the HEAT Call Logging Application to identify, record, respond,
document, resolve, and follow up user requests for network troubleshooting
related support. Performed basic CISCO IOS router and switch
configurations; enabled/disabled port security, set VLANs, changed VLANs,
etc., in support of customer requirements.
§
Assembled,
tested, and installed CAT V UTP from client/server machines to associated
blocks/patch panels and Cisco switches.
§
Personally
responded to and resolved over 25 network connectivity related issues and
CAT V cable drop requests in support of the AFIWC Information Technology
department’s mission.
Oct 1997 – Aug 1999, US Army, Systems
Administrator
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Actively
sought increased responsibility by enthusiastically volunteering to perform
additional duties as the Operational Training Division NT Systems
Administrator in addition to performing normal duties as an Operational
Division Training Manager
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Aggressively
provided computer support for the technical training needs of over 1600
military and civilian personnel.
§
Proactively
sought and ambitiously acquired additional technical hardware and software
installation training from regional Systems Administrators through personal
initiative and selfless sacrifice of time in order to competently support
demanding training requirements
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Installed,
configured, and operated hardware, application software, and distributed
Dell Desktop and Laptop computers.
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Configured,
deployed, networked and administered standalone desktops in support of the
training organization’s National Cryptologic School (NCS) courses taught
onsite.]
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Provided
Tier 1 customer service support for all computer training related needs.
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Utilized
the site’s requirements process (MRD Process) to respond to escalated
customer requests.
§
Dell
6200/OP GXpro with Pentium 200MHz/256K with integrated audio and 3Com
10baseT NICs as stand-alone computers and as small peer-to-peer networks,
Dell Laptop computers – Model: Latitude XPI-CD150ST 32MB memory 810MB hard
drive with 6X CDROM and Hewlett Packard Portable Laptop Color Printers in
support of operational training requirements.
§
Installed
Type II Modem PCMCIA in Dell Laptops in support of offsite training
operations
§
Installed
Windows 95 version B, Windows NT 4.0, McAfee Antivirus software, Microsoft
Office 97, necessary hardware drivers, and Award Flash BIOS updates on Dell
computers
§
Systematically
maintained (13) Micron Pentium computers systems with 800MB Internal Tape
Drive with 2 – 800 MB QIC 80 Travan Tapes – conducted weekly backup of
locally stored user data
§
Meticulously
maintained technical records and inventory accountability of all MS-DOS,
Windows 95, Windows NT, Sun Solaris, Unix computers, and all training
equipment valued in excess of $4 million with no discrepancies or loss of
equipment.
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