Jonathan Crosby

11539 Huebner Rd. Apt 3327

San Antonio, TX 78230

Phone: (210) 919-8239

E-mail: Jonathan.Crosby007@gmail.com

 

 

OBJECTIVE:

Prior Service Communications Computer Systems Controller seeking entry level IT position in an organization in need of exceptional technical support in installing, configuring, troubleshooting , and maintaining hardware and software, or network related tasks on multi-environment platforms (Microsoft Windows Vista/NT/XP/2000/2003/7/8/10,  systems and workstation configuration/optimization, enterprise network implementation and sustainability). Also, experienced providing excellent customer support in fast paced environments.

 

Technical Knowledge:

- Hardware and software installations (desktops, laptops, peripherals, printers, scanners, routers, switches, servers)
- Windows operating systems including Windows 2000, 2003, 2008, NT, XP, Vista, 7, 8, CE, Mobile
- PC/LAN environments, routers, networking and TCP/IP, servers
- Microsoft Office 97 - 2015, including installation and troubleshooting

- Microsoft Server Administration, including Windows Server 2003 and Exchange Server 2003, 2007, 2010,                                  Active Directory

- Familiarity with Linux & RedHat, Java, JavaScript, Splunk

- Dameware, Remote Desktop, Bomgar, Teamviewer, Service Now, Pointsec, Track It, Citrix

 

 

EXPERIENCE:

 

Systems Security AdministratorApril 2016 to Present

ASM (VA Hospital)

 

-          Create and process Splunk alerts thus preventing any potential incidents

-          Prepared, arranged and tested Splunk search strings and operational strings.

-          Created and configured management reports and dashboards.

-          Developed, evaluated and documented specific metrics for management purpose.

-          Analyzed security based events, risks and reporting instances.

-          Designed, developed and implemented system engineering plans and technical support services.

-          Implemented forwarder configuration, search heads and indexing.

-          Supported data source configurations and change management processes.

 

Computer Systems Engineer IIIApril 2015 to November 2015

USAA

 

- Design, develop, document, test and debug new and existing software systems and applications

- Perform defect corrections (analysis, design, code) in Java

- Participate in design meetings and consult with business clients to refine, test, and debug programs to meet business needs

- Interact with and sometimes direct third party partners in the achievement of business and technology initiatives

- Prepared, arranged and tested Splunk search strings and operational strings

- Created and configured management reports and dashboards utilizing Splunk

- Developed, evaluated and documented specific metrics for management purpose

- Executed systems programming activities and supported data center activities

- Developed Splunk infrastructure and related solutions as per automation toolsets

- Extensive experience in Korn Shell and Perl Scripting, SQL

- Worked closely with People soft, Jboss & FIX applications from the UNIX perspective

 

Information Security OfficerJune 2012 to April 2015

CITIBANK

 

Engage in, and facilitate, the following processes:
·        Information Security Risk Assessments
·        Third Party Information Security Assessments
·        Identity & Access Management Provisioning
·        Entitlement\Access Control List Activities
·        Data Protection Functions
·        Application Vulnerability Assessments
·        Audit Reviews
·        Active Directory

 

Utilize Splunk to manipulate data pertaining to Citi databases

 

 

Desktop TechnicianApril 2012 to May 2012

WELLMED (AEROTEK)

 

•Maintain, analyze, troubleshoot, and repair computer systems, hardware, and computer peripherals

•Supporting and maintaining user account information

•Document, maintain, upgrade, and/or replace hardware and software systems

•Install, troubleshoot, repair and support the enterprise-wide desktop resources such as desktops, laptops, thin clients, printers and scanners

•Install, configure and troubleshoot PC operating systems and client software

•Recommend guidelines and changes by identifying problems; develop improvements; describe methods; write procedures

•Utilize remote desktop control tools to troubleshoot/evaluate issues via telephone

•Assess the need for and implements performance upgrades to PCs, including installation of I/O and NIC cards, hard drives, RAM, CD-ROMs, etc

•Perform installs, moves, adds and changes (IMAC) as requested by end users

•Assist with Help Desk calls as needed

•Responsible for and performed the data transfer from old Service Center Ticketing System to new Service-Now system

•Workflow design, testing, and implementation inside of Service-Now Ticketing System

•Incident Management, Request Management, Change Management, Problem Management, and Project Management implementation and design in Service-Now

•User Management, Group Management, and Role Management in Service-Now

•Implementation and design of SLA’s in Service-Now

•Email setup for tickets in Service-Now

•Key in development and implementation of CMDB in Service-Now

•Work directly with Service-Now in order to troubleshoot issues outside admin capabilities

•Utilize SCCM and GHOST for reimaging of machines

 

PC TechnicianFebruary 2012 to March 2012

ANCIRA (K-FORCE)

 

·         Provided Level I/II support for desktop computer related issues

·         Repaired malfunctioning PC equipment and software

·         Installed operating systems and application software on workstation computers and laptops computers

·         Performed PC relocations to support business needs at all different client locations (recent assignment with

          Ancira)

·         Logged and documented trouble/ service tickets in call tracking software (used Remedy extensively)

·         Provided PC users general orientation on the use of both new and existing computer equipment

·         Installation, setup, repairing, and troubleshooting of computer hardware

·         Installation, setup, and troubleshooting computer software, i.e., Microsoft products

 

Desktop and Server TechnicianApril 2011 to December 2011

CITIBANK (PEAK SYSTEMS)

 

•At Citibank under the Dell logo providing Active Directory 2007 services that include

provisioning services working in concert with network engineers for additional AD directed

responsibilities using (GPMC/Delegations/DNS/DHCP/TCP-IP/WINS/etc.)

•Assisted in the installation, configuration and maintenance of Email servers in a team of 4

senior desktop and server technicians

•Exchange 2007 setting up Outlook and handling refreshes for database

•Utilize SCCM and GHOST for reimaging of machines

 

Server TechnicianMarch 2011 to April 2011

Microsoft (PEAK SYSTEMS)

 

 

•Implement and manage Microsoft servers for XBOX Live and BING

•Mastered an array of monitoring and profiling tools that help you manage the server

environment and tune systems to perform optimally

•Monitored network infrastructures, configured web services, configured network applications,

planned server operating systems, configured and maintain Active Directory, monitored server

operating systems

•Applied security and software patches to servers

•Perform break/fix hardware issues on servers

•HP OVCM

•Utilize Citrix and Avaya systems

•Currently learning techniques used in VMare to include ESXI, migrating from physical servers

to virtual servers

 

Technical Support TechnicianJanuary 2011 to March 2011

SWBC (SHORE SYSTEMS)

 

•Support a multi-site Microsoft Exchange 2007 with exposure to MS Exchange 2010

organization in order to meet and maintain appropriate service levels.

•Gained more experience mail box/SMTP/DNS/Hub/CAS/Transport Administration.

•Exchange Administrator for SWBC’ migration from Lotus Notes to Exchange 2010

•Provided on-site services that includes profiles, application patches (PERL)—handled all

conversion related cycles from planning to implementation.

•Responsible for Group Policy, and general administration duties

•Administer and support Active Directory 2007/2010, DNS & Microsoft Exchange replication.

•Responsible for planning, testing, tuning, configuration and setup of Microsoft Exchange

architecture as well as supporting common email applications (Outlook, Entourage, PDA based

email).

•Manage the appropriate setup of applications hosted via Microsoft Exchange or reliant upon

Microsoft Exchange. This includes, but is not limited to Blackberry services.

•Maintain appropriate documentation on the Microsoft exchange environment.

•Provide a point of escalation and support to the Desktop Support Group.

•Perform general system administration duties in a Windows Active Directory environment.

•Monitor Windows 2000/2003 (and beyond) servers and troubleshoot problems.

•Support, maintain and administer third party applications.

•Produce appropriate documentation for application deployment, configuration, and related

processes.

•Enforce change management and compliance processes.

•Work as a technical resource on assigned projects.

•Install and configure and maintain server operating systems and repair server hardware

•Help Manage network system backups and provide a comprehensive disaster recovery plan for

E-mail services that take advantage of our global presence.

•Participate in disaster recovery planning, testing and response.

•Perform routine preventative maintenance on all hardware on a routine and scheduled basis.

•Perform network troubleshooting to isolate and diagnose common network problems.

•Provided backup and recovery procedures in collaboration with other System administrators.

 

Customer Support TechnicianOctober 2010 to December 2010

GENESIS BUSINESS SYSTEMS

 

•Responsible for domain account management (creating, modifying, and deleting) within Active Directory and  Directory and Resource Administrator (DRA).

•Provides assistance to approximately 7,000 customers needing to resolve problems with their computer systems by answering, entering, updating, and closing service requests submitted through HEAT and REMEDY ticketing software.

•Service requests include but are not limited to, hardware upgrades, local software installs, printer, scanner, and other peripheral installs, MS Outlook Exchange account setup and modification, etc.

•Desk side support as well as phone support via Dameware Mini Remote Control, Microsoft Remote Desktop Connection, and Microsoft SMS software in a call center environment.

•Front Desk: Handling walk-in customers needing quick technical resolution

•CSRD Request: Handle schedule installations of PC's, Software, Hardware, Scanners, PC Deployment

 

ROTHE DEVELOPMENT               March 2010 to June 2010
Level I Help Desk Technician

 

•Provides prompt, professional and courteous customer phone support to End Users,  Client Support Administrators (CSA), Functional System Administrators, and Network Control Centers (NCC)

•Experienced with Directory and Resource Administrator (DRA)
    Creates, modifies, moves and assigns mailboxes
    Assigns mailbox store
o Creates, modifies, moves, deletes and restores distribution lists
    Assigns manager
    Adds/removes members
    Creates, modifies, moves and deletes organizational mailboxes
    Grants permissions
o Creates, adds, deletes and restores user accounts
    Applies VPN Service
    Applies Remote Service
   Disables accounts
o Adds, deletes and restores computer from the network
   Assigns OU Admin
o Unlocks and resets passwords

• Experienced with Remedy trouble ticketing software
o Documents and tracks trouble calls to final resolution
o Creates, updates, monitors, and assigns remedy tickets
o Creates, adds and removes Remedy accounts
o Follows priority matrix for Enterprise Service Desk (ESD)

•Responsible for domain account management (creating, modifying, and deleting) within Active

Directory 2010 and Directory and Resource Administrator (DRA) using (GPMC/Delegations/

DNS/DHCP/TCP-IP/WINS/etc.)

•Responsible for Group Policy, general administration duties

•Gained knowledge of mail box/SMTP/DNS/Hub/CAS/Transport Administration.

•Exchange 2007/20210 provisioning individual access for accounts—handled all back-end

services for returning GIs needing security access for specialized entry

Provides assistance to approximately 7,000 customers needing to resolve

 

 

PC TechnicianNovember 2009 to March 2010

EVOLVENT TECHNOLOGY

 

•Standing up operations for METC on Fort Sam Houston.

•Responds to inquiries and requests for support with the client's computer systems or PC's.

•Identifies problems, troubleshoots and provides advice to support clients. Coordinates with other IS areas to resolve problems if necessary.

•Monitors reliability of network infrastructure and operating systems on multiple platforms. Diagnoses and repairs problems.

•Installs PC's and related hardware and software. Investigates hardware and software problems. Performs system hardware and software communication connection repairs. Performs diagnostic testing.

•Analyzes, plans, designs, and installs new computer systems and reviews, monitors and upgrades existing computer systems. Determines user specifications for hardware and software.

•Analyzes business needs and new technology and makes recommendations.

•Maintains hosting requirements.

 

 

AFNI, IncApril 2009 to October 2009    

Customer Care Consultant

 

•Provides prompt and courteous customer phone support to Verizon Wireless users.

•Gather information about the customer in order to place product/service orders successfully or route the customer to appropriate person/department as deemed necessary via ACSS routing table.

•Inputs customer tickets into ACSS ticket tracking client

•Utilize ACSS ticket tracking client to investigate and update activity on customer account.

 

 

2007 – 2008

School / Training / Misc

 

 

Client Support Administrator        June 2003 to December 2006

20^th Mission Support Group (MSG), Shaw AFB, SC 29152

 

•Experienced  with Remedy trouble ticket

•Documents and tracks trouble calls to final resolution

•Creates, updates, monitors  remedy tickets

•Experienced  with Active Directory and Directory and Resource Administrator (DRA)

•Adds, deletes and restores computer from the network

•Unlocks accounts and resets passwords

•Provided troubleshooting services for over 50 users and workstations which included installing, managing and maintaining  hardware (desktops, printers, scanners, peripherals) and software ( Microsoft Exchange, ABSS, Oracle, etc.)

•Alternate equipment custodian assists in inventory of $500,000 worth of computer equipment and ensures 100% accountability.

 

EDUCATION:

South Carolina State University – Pre-Business Major – January 2006 to December 2006, 40 credits

 

SPECIALIZED TRAINING:

•Air Force Course E3ABR3C2X1 005, Communications-Computer Systems Control Apprentice – Feb. 2003 to May 2003

•Networking & Operating Systems Basics, Part I & II – Nov. 2008, 16 Hrs

•Installation and Administration Parts I & II – Nov. 2008, 24 Hrs

•Managing a Microsoft Windows Server 2003 Environment – Nov. 2008, 30 Hrs

•Maintaining a Microsoft Windows Server 2003 Environment – Nov. 2008, 24 Hrs

•Network Infrastructure Implementation Parts I & II – Nov. 2008, 16 Hrs

 

LICENSES/CERTIFICATES:

Fiber Optic Certification 15 July 2004

Security+ Certification 27 October 2010

Dell DMS Client Softskills Certification 12 April 2011

Java Certified Programmer 18 September 2015

Splunk Certified 17 October 2016

 

SECURITY CLEARANCE:

Former Top Secret/Secret Compartmented Information (TS/SCI) Clearance

 

REFERENCES:

Upon Request