DERRICK SIMPSON, MBA

2341 Dulles Station Blvd. Apt. 305

Herndon, VA 20171

Cell 703-635-0633

Email: derricksimpson@hotmail.com

Security Clearance: Top Secret TS/SCI/SSBI

 

EDUCATION

 

Master of Business Administration      December 2006

American InterContinental University, Atlanta GA

 

Bachelor of Arts  May 2003  - cum laude

Howard University, Washington, DC

 

CERTIFICATIONS

 

CompTIA Advanced Security Practitioner Certified Professional ce

CompTIA Security+ Certified Professional ce

CompTIA A+ Certified Professional ce

Microsoft Certified Technology Specialist (MCTS): Administering and Deploying System Center 2012 Configuration Manager (SCCM)

Microsoft Certified Technology Specialist (MCTS): Windows 7, Configuration

HDI Support Center Analyst

ITIL v3 Foundations

 

 

SOFTWARE EXPERIENCE

 

Microsoft Office, Lotus Notes, Sunflower, Service Now, BMC Remedy ITSM, BlackBerry Enterprise Server (BES), Microsoft Exchange, Microsoft Active Directory, ADSimple, Microsoft SharePoint, VMWare, Citrix, Lotus Notes, VPN, Bitlocker, SCCM 2012 R2, McAfee Encryption, Cisco Unified CM Administration, Avaya Phone System, Directory and Resource Administrator (DRA), Sunflower, LANDesk Management Suite, Bizflow, Altiris Management Suite, Assured Compliance Assessment Solution (ACAS)

 

 

PROFESSIONAL EXPERIENCE

 

May 2015 – Present, Service Desk Manager, RGS Associates, Inc (Defense POW/MIA Accounting Agency)

·   Provide service desk and network support for Defense POW/MIA Accounting Agency (DPAA) Customers.

·   Supervise, train and assist Jr. Service Desk Analysts and Mid-level Analysts on the duties described herein.

·   Support weekly and monthly reporting on tickets and resolutions; develop new SOPs and call scripts as required.

·   Provide technical and operations training support to Customers by telephone or on-site for desktop hardware and software packages.

·   Install and troubleshoot system-wide software throughout DPAA.

·   Install and test computers, printers, and other peripherals; configure operating system and applications software programs.

·   Troubleshoot and resolve Windows systems and server configuration, integration errors, and issues.

·   Troubleshoot and resolve TCP/IP networking issues within the agency.

·   Conduct laptop/desktop maintenance and software updates

·   Manage laptops and desktops for the organization.

·   Manage and maintain the organization's Avaya Private Branch Exchange (PBX) and Voicemail system.

·   Deploy and support telephone and voicemail services for DPAA.

·   Coordinate in-process procedures for new users; monitor daily network status and maintain trouble tickets in Track-IT.

·   Create, assign, and resolve Track-IT incident tickets on a daily basis.

·   Create customer service accounts in Active Directory and Active Roles and Services.

·   Resolve systems issues through remote access.

·   Serve as DoD Trusted Agent.

·   Set up scanning capabilities for customers on various printer and scanner devices agency-wide.

·   Run reports to determine the status of all Networks using ACAS.

·   Responsible for applying patches via SCCM or manually after conducting vulnerability scans using ACAS.

·   Travel to various locations within the United States supporting customer IT needs at conferences.

·   Maintain SharePoint database for User account paperwork, User email provisioning, and logging of data transfers.

 

 

 

December 2014 – May 2015, Sr. Service Desk Analyst, ARMA Global, Tampa, FL (United States Special Operations Command /Air Force Special Operations Command)

·   Provided implementation, configuration, and maintenance for Windows 2003 and 2008 Active Directory on multiple Department of Defense (DoD) networks.

·   Created, implemented, and maintained Group Policy Objects (GPO).

·   Maintained multiple domains and forests across the USSOCOM and component domains, to include AF Special Operations Command (AFSOC).

·   Worked with Information Assurance and Security professionals to ensure server compliance.

·   Provided technical support and troubleshooting, performed installation, repair, and preventative maintenance of Data Center servers and related software.

·   Delivered technical support to the USSOCOM and its Enterprise components, as well as the local AFSOC customer, over the phone or on site, as required.

 

December 2013 – November 2014, Sr. IT Technician (Tier 2/3), TEKsystems, Reston, VA (The Aerospace Corporation / National Reconnaissance Office)

·   Provided superior customer service, troubleshot and resolved technical issues, insured inquiries and problems concerning networks, computers, peripherals, and services were expeditiously resolved.

·   Responsible for imaging and deployment of HP desktop and laptop machines to support XP end of life project.

·   Cisco VoIP phone deployment project lead. Configured and deployed approximately 450 VoIP phones to support customer move to new campus.

·   Desktop Replacement Lead. Responsible for conversion of all HP 7800/7900 to HP EliteDesk 800.

·   HP Thin Client Lead. Responsible for replacing all Sun Ray thin clients with HP Thin Clients.

·   Project Lead for HP Monitor refresh eliminating all monitors less than 20 inches.

·   Played integral role with Campus move of over 400 employees from 3 different buildings. Uninstalled and reinstalled over 1,200 pieces of equipment. Sanitized over 800 pieces of equipment. Stood up numerous conference rooms for VTC support.

·   Provided temporary workstations or laptops while Customer awaited permanent equipment or if owned machine was being fixed.

·   Responsible for sanitizing life-cycled or defective equipment including removal of any hard drives, memory, and/or CMOS batteries for security purposes.

·   Administered Polycom system for scheduled VTC’s providing VTC support on a weekly basis.

·   Managed Customer accounts using Directory and Resource Administrator (DRA)

·   Installed hardware / software to meet Customer specific work functions.

·   Documented and inventoried new monitors, computers, and phones using spreadsheets and databases.

·   Managed Customer phone accounts using Cisco Unified CM Administration.

·   Created, Transferred, Deleted Customer phone information using Avaya Phone System.

·   Maintained thorough records of all work using Service Now IT Service Management software.

·   Responsible for backing up Customers Data and settings using Windows Easy Transfer and company shared drive.

·   Worked independently and within a team in an extremely fast-paced environment, maintaining a close relationship with all departments in order to successfully carry out all tasks.

·   Provided outstanding communication skills, enthusiasm, and maintain ability to handle multiple tasks and prioritize support requirements.

 

December 2011 – December 2013, IT Specialist, Customer Support, U.S. Army Intelligence and Security Command (INSCOM), Fort Gordon, GA

·   Served as a Systems Administrator for the 513^th Military Intelligence Brigade, 202^nd, 132^nd, 297^th, and 345^th Battalions utilizing 4 full Microsoft Domains.

·   Promoted superior service and exceptional customer satisfaction in assisting with over 5014 Customer Accounts, Assist at over 1827 workstations, and maintenance of 106 Servers.

·   Supervised, trained, and delegated duties to contractors and military soldiers to efficiently provide outstanding customer support.

·   Served is DoD trusted Agent.

·   Managed Customer accounts in Microsoft Active Directory.

·   Provided Information Assurance - Technical (IAT) II information systems support for all disciplines, ensuring the rigorous application of information security/information assurance policies, principles, and practices in the delivery of network services.

·   Utilized BMC Remedy IT Service Management System to manage workflow a daily basis.

·   Assisted Customers with migration to DoD Enterprise Email and OWA Email.

·   Assisted in migration to new operating systems (Windows Vista, Windows 7) across entire Brigade.

·   Operated Microsoft Remote Desktop Connection to install software on Customers workstations and to troubleshoot issues and concerns.

·   Pushed images across Network Server using Ghosting software to apply new network settings and policies to new workstations and workstations having issues on all 4 Microsoft Domains.

·   Tested, installed, and configured operating systems, software applications, and in-house applications.

·   Provided Customer support with at least a 95% success rate.

·   Fully versitile using Microsoft Active Directory to manage workstations and Customer accounts.

·   Collaborated weekly with personnel to brainstorm and help identify needs and capabilities.

·   Maintained a working and professional relationship with vendors, system fielding offices and maintenance organizations.

·   Served as a Video Teleconferencing (VTC) technician.

·   Added and published new certificates for new CAC card holders.

·   Reset/Changed Customer passwords and unlocked accounts.

·   Installed and mapped printers via TCP/IP or hostname.

·   Configured workstations, Laptops, Digital Senders, and Printers.

 

April 2010 – December 2011, IT Specialist, Systems Administrator/Information Management Officer, U.S. Army Forces Command (FORSCOM) G6, Fort McPherson, GA

·   Provided communications services to support General James D. Thurman, Commanding General, US Army Forces Command and 15 participants in the 2010 – 2011 Command Readiness Program at the National Guard Professional Education Center at Camp Robinson in Little Rock, AR.

·   Configured, connected, and supported Command laptops and printers on the Secret Internet Protocol Router Network/Non-classified Internet Protocol Router Network (SIPR/NIPR).

·   Activated Secure Terminal Equipment (STE) phones for secure and non-secure telephone conferences.

·   Assisted with network connectivity to the U.S. Army Forces Command network.

·   Maintained the security of classified materials by doing daily security checks and making sure IT equipment is securely locked.

·   Communicated and provided daily computer support as needed for the 250 end-users in my Division.

·   Issued laptop and desktop computers to new users.

·   Processed 10-15 in/out processing forms per week to add/delete users from the FORSCOM network.

·   Managed extended duties while on assignment at the Network Enterprise Center in Ft. Bragg, NC.

·   Responded to requests for IT assistance and resolved trouble-tickets using the Remedy Information Technology Service Management System.

·   Ran a daily script using ADSimple software to update user information in Microsoft Exchange.

·   Used the BlackBerry Enterprise Server software to add/delete users from servers, activated, deactivated, and configured user phones, and selected appropriate IT Policy.

·   Managed division turn-in of all equipment/furniture in concert with the BRAC move to Fort Bragg, NC.

·   Managed a 20 PC training room for NIPR, SIPR, and Vasco authentication functionality for computers, faxes, printers and phones.

·   Responsible for scheduling training room and maintaining priority bookings.

·   Installed software and hardware updates.

·   Issued and secured classified hard drives.

·   Loaded Windows XP, Vista, and Windows 7 images on PCs.

·   Maintained and troubleshot various PC, laptop, and network issues.

·   Replaced out of warranty computers with new machines, life-cycle replacements.

·   Installed new switch boxes/cables, as well as provided and installed APC back-ups.

·   Migrated operating systems to newer software versions for approximately 250 end-users.

·   Under tight time constraints, devised a work-around to maintain secure connectivity by using a flyaway kit as a switch and configured PCs and printers to connect to Forces Command. Received a letter of recognition wherein General Ronald M. Bouchard stated, “These types of program have been conducted since 1985 and this was the finest performance by any of the groups that have supported our effort.”

·   Proactively cached needed data on computers of general staff officers on assignment from Fort McPherson thereby allowing them to be more efficient in the performance of their duties, and eliminating common IT support wait time that ranged from several hours to days

·   Created a checklist to secure training room and its classified contents. Within three months, use of the checklist reduced the rate of misplaced items (including classified hard drives). The room was booked 75% of the time, and since implementing the checklist there were no security violations.

·   Commended for completing the migration of operating systems 1 month ahead of schedule.

 

September 2008 – April 2010, IT Specialist, Policy and Planning, U.S. Army Forces Command (FORSCOM) G6, Fort McPherson, GA

·   Developed and maintained strategic plans.

·   Managed projects for Army Campaign Plan Preparation, FORSCOM Closure Team Support, Aberdeen Proving Ground, Fort Benning, Fort Leonard Wood, and assisted with Fort Polk. 

·   Developed FORSCOM policies and implemented the enforcement functions.

·   Integrated and coordinated schedules, priorities, and suspense for regular and special assignments for 10 projects.

·   Reviewed and analyzed records, reports, production studies, and staff utilization in order to evaluate work progress, efficiency and effectiveness.

·   Identified and corrected substandard performances.

·   Developed and implemented a strategy to ensure continuity of IT operations while undergoing extensive rebuilding.

·   Met project deadlines 100% of the time while adhering to FORSCOM and Army specific rules and regulations.

·   Received award for “Superior Performance of Duty” from 25 September 2008 through 24 September 2009. William E. Lane, Chief of IT Governance Division, noted “[Simpson’s] performance of a myriad of complex tasks during the Global War on Terrorism in a high operational tempo contributed to the successful provisioning of a full spectrum of communication services to enable deployment of expeditionary, campaign-capable land forces to the combatant commanders.”