Email: nrprice@yahoo.com   Mobile: (804) 721-0138

 

Nicole R. Price

 

Motivated, focused and dependable Information Technology Professional with 20 years of experience in the United States Air Force.  Proven track record of first-rate computer systems and network support underscore an honored career. Established professional, certified in compliance with Department of Defense Directive (DoDD) 8570 for Information Assurance Technical Levels I & II and Information Assurance Management Level I. Trustworthy steward awarded Top Secret/SCI Security Clearance. Flexible technician and manager with demonstrated success in both Team Member and Team Leader assignments. Composed demeanor coupled with extensive experience supporting senior staff result in sound support in high pressure situations.

 

TS/SCI Clearance CompTIA Network+ and Security+

ITILv3 Foundation Microsoft Certified Professional

 

 

Professional Experience

 

General Dynamics Information Technology Feb 2014 – June 2016

System Administrator/Assistant Shift Lead

Linthicum, MD

·         Provides Tier I and basic Tier II phone, web, remote management, and server support to over 40,000 global customers

·         Proven Subject Matter Expert (SME); assists 20+ technicians in resolving complex computer and/or network problems

·         Reviews existing technical solutions for improvements and efficiencies; submitted ~20 updates/changes that enhanced the Enterprise Service Desk knowledge management database

·         Provides clear/concise direction to team on a daily and weekly basis that delivers and supports management vision and direction

·         Ensure 100% of all employees complete mandatory/required training within established suspense dates and document training

·         Maintain accountability for team performance relative to program requirements and GDIT policies

·         Recognize employee areas of improvement and generate a plan to assist those employees to become proficient in the documented areas

 

 

Defense Information Systems AgencyMar 2009 – Oct 2013

Communications Watch Officer

Pentagon, Washington, DC

·         Provided reliable secure communications/decision making support for the President, Secretary of Defense, Chairman of the Joint Chiefs of Staff, Joint Staff and Combatant Commanders

·         Maintained $200M in Command, Control, Communications, Computers, Intelligence, Surveillance and Reconnaissance (C4ISR)  systems and circuits; ensured operational readiness

·         Managed validation and resolution of 1,220+ Remedy trouble tickets; maintained 99% C4ISR availability for the Department of Defense (DoD) Joint strategic mission 

·         Led 25+ courier runs to the Chairman of the Joint Chiefs of Staff and/or the Vice Chairman residence; provided near real time situational awareness influencing senior decisions key to worldwide DoD operations

 

Defense Intelligence Agency Mar 2006 – Mar 2009

Helpdesk Technician

Bolling AFB, Washington, DC

·         Supervised 24X7 operations of the DoD level joint service Northeast Regional Service Center (NE RSC) 4 member team (3 contractors and 1 military); supported over 10,000 customers in the National Capital Region and 15,000 globally

·         Public Key Infrastructure trusted agent; properly retrieved/installed customers PKI certificates; authenticated 424 Defense Intelligence Agency (DIA) users on classified network

·         Assistant Team Leader for the Problem Identification and Investigation Team (PIIT) conducting daily trend and analysis reports for DIA users via the Siebel Analytics program

·         Resolved over 150 service requests daily achieving a 2 minute average earning a 100% Customer Service Rating

·         Recovered $12K in government assets by locating 8 misplaced laptops and 4 desktops following an office renovation and relocation

 

Network Operations and Security CenterJul 2004 – Mar 2006

Configuration Management Technician

Langley AFB, VA

·         Facilitated scheduled and emergency Configuration Advisory Board (CAB) meetings leveraging 40 subject matter experts to adjudicate network change requests affecting 15 Air Force bases

·         Collected, monitored, and maintained  baseline configuration documentation of network systems for the ACC Integrated Network operations Center (I-NOSC) and network information systems

·         Installed/implemented $113K Remedy Change Module; streamlined change management process

·         Routed 820+ Remedy modification requests; proper management of requests led to zero scheduling conflicts and timely base notification

 

Network Operations and Security Center Oct 2002 – Jul 2004

Enterprise Controller

Langley AFB, VA

·         Deployed to Al Udeid AB, Qatar; supervised 6 small computer technicians and revamped work center operations to meet shifting mission requirements

·         Instrumental to the relocation of theater’s largest command post; configured 60+ new PC’s for facility; provided technical expertise during installation of state-of-the art video projection system

·         Coordinated tech refresh program appointments with account custodians; upgraded over 300 systems and  eliminated $150K in aged computer equipment

·         Responded to detected security incidents, network faults/alarms and user reported outages

 

United States Air Force Sep 1993 – Oct 2002

Computer Systems Operations

Various Assignments

·         Managed decentralized Tier 1 support program; provided small computer support training to  personnel; Conducted quarterly video teleconferences (VTC) spanning 3 operating locations

·         Worked closely with system administration and maintenance lab personnel to develop, implement, and standardize hardware/software installation procedures for Workgroup Managers

·         Configured communication hub equipment to establish connectivity with existing base Metropolitan Area Network (MAN) infrastructure; Tested and certified Category 5 cabling

·         Performed fault isolation and routine preventative maintenance to prevent and correct degraded Local Area Network (LAN) system performance

 

 

 

 

Certifications

 

Computer Technology Industry Association (CompTIA)

Security+ (CE)

Network+ (CE)

 

Microsoft Certified Professional

Windows Server 2008 Active Directory, Configuring

Windows Server 2008, Server Administrator

Windows Server 2008 Network Infrastructure, Configuring

 

Information Technology Infrastructure Library (ITIL)

ITIL Version 3 Foundation