HelpDesk \ Sys Admin

• Associate of Science, Information System & Network Administrator, Fayetteville Technical Community

CERTIFICATION

• Microsoft Certified Systems Administrator, MCSA Window 10
• Security +CE (Continuing Education)
• ITIL

EMPLOYMENT HISTORY

Infrastructure Support Specialist, Xator Corporation, Atlanta, GA, September 2018 – Present.
Supports the Computer Security Incident Response Center for the Department of Health and Human Services on technologies, products, and architectures required to support new and existing infrastructures. Operates and maintains existing infrastructures which includes Local-Area Network (LAN) and Wide-Area (WAN) devices, network security devices, network storage devices, and Voice Over Internet Protocol (VOIP) phone system. Provides technical support for issues of low to medium complexity, including installation, setup, maintaining, cabling and replacing of Personal Computer Local Area Network (PC/LAN) Server systems. Serves on project teams and initiatives with broad scope and high impact to support client organizations. Patches on Information Assurance Vulnerability’s (IAVA) on client workstations with Ivanti Endpoint Security (Heat). Creates and modifies users and Microsoft Active Directory. Change and replace backup tapes on ComVault server.

DEPARTMENT OF THE ARMY (CONTRACTOR)

Help Desk Technician, SAIC, Bagram, Kandahar Afghanistan, March 2017 – March 2018.
Resolved advanced support requests for the United States Army Core Engineer (USACE) customers. Held meetings to coordinated Service Level Agreement (SLA) response times for service desk tickets, well as customer satisfaction and continuous service desk delivery demands. Supported Active Directory, Group Purchasing Organizations, System Center Configuration Manager (SCCM) 2012, File Server folders and permissions, print server and Virtual Machine (VM) Ware and Virtual Machine (VM) Server clients. Contributed to enterprise level system upgrades of Window 7 to Window 10 applications, including evaluation of installation of new products, and Microsoft and other application patches. Provided in-depth troubleshooting and fault isolation which include providing technical expertise on all systems, repairs and maintenance on preinstalled hardware, software, peripherals, and performing user account maintenance.

Information Technology Specialist, Integral Consulting Service, Bagram, Afghanistan, September 2016 -April 2017
Assisted with the establishment and oversee of the information technology function for Bagram, Afghanistan and 6 forward operation bases, including managing equipment requirements, solving service tickets from root cause to corrective action to solution. Supported information executive management with systems administration, server administration, application administration and data management. Exercised technical skills to manage systems, manage Life Cycle Replacement (LCR) of equipment to include hardware, software, and mission applications and ensured successful interfaces with all network Secure Internet Protocol Router (SIPR)/Nonsecure Internet Protocol Router (NIPR) and Centrex enclaves on Bargam Airfield Base. Served as a source of authoritative information and assistance to executive management and all relative to specific one-of-kind situations, functions or requirements. Installed and configured workstation or network operating systems, and applications software on a wide range of configurable information systems devices. Resolved customer information technology problems in an accurate and timely manner. Initial response to all problems within 48 hours while resolving 95% of helpdesk tickets.

System Administrator, L-3 Communications, Camp Integrity, Afghanistan, January 2014 – January 2016.
Provided United States Special Forces Information Enterprise Tier II and III systems engineering support to organizations within the Afghan Area of Responsibility. Streamlined images in accordance with organization regulations and requirements. Served as Subject Matter Expert (SME) in updating registries, System Preparation, and Wireless Distribution System (WDS) setup for Preboot Execution Environment (PXE) boot updates. Installed and maintained enterprise-grade Storage Area Network (SAN) and Dell blade servers. Coordinated with vendor representatives for replacing, repairing, and updating hardware and firmware. Executed and updated Active Directory group policies and objects. Administered organization Microsoft Exchange servers, supported the movement, clean-up, and maintenance of e-mail user/shared mailboxes, distribution lists, and Global Address List (GAL) identification. Engineered Microsoft file servers for maximum HA and availability while also following security “need to know” requirements. Collaborated with senior leadership for $2 million dollars purchase of Automatic Data Processing Equipment (ADPE) designated equipment. Coordinated with multiple sites with for information equipment installation and applications setup. Configured Virtual Machine (VM) Ware 5.5, Virtual Machine Ware Virtual Center and Elastic Sky X Integrated (ESXi) servers. Implemented patches and updated Virtual Machine servers, Virtual Machine clustering, and Virtual Motion.

System Administrator, TEKsystems, Fort Bragg, NC, June 2013 – Jan 2014.
Oversaw the overall health and maintenance of the SolarWinds Orion system. Configured and maintained Unix/Windows Servers 2003 and 2008 services with multiple Virtual Machine Ware Elastic Sky X (ESX) virtual servers across hundreds of terabytes of NetApp storage. Created and maintained Active Directory objects, including users, e-mail accounts, and network objects. Supervised Doman Name System (DNS) configuration and maintain Internet Protocol (IP) configurations. Supported Tier II and II end users while resolving related Remedy system problems.

System Administrator Section Lead, ITT Exelis, Camp Logon, Afghanistan, Feb 2010 – July 2013
Managed a team of five system administrators to include establishing work schedules, maintaining work order and discipline, and ensured that all subordinates are properly trained to perform assigned tasks.
Administered Exchange 2003 and Outlook Web Access and performed Veritas BackupExec 10.0 backups. Restored databases using CommVault Galaxy Backup & Recovery. Sustained systems availability and performed regular maintenance of Microsoft Short Message Service (MSMS), Windows Server Update Services (WSUS), and Dynamic Host Configuration Protocol (DHCP). Maintained and troubleshot various Dell Server, Linear Tape Open (LTO) tape library, fiber switch, and Storage Area Network (SAN)s. Maintained over 10,000 Microsoft Exchange user accounts.

Systems Administrator, EMW – COB Speicher, Iraq, July 2008 – Feb 2010.
Administered Microsoft Exchange server for 15,000 users on 3 separate networks: Secure Internet Protocol Router (SIPR), Nonsecure Internet Protocol Router (NIPR), and CX-Southwest Asia. Maintained virus and security requirements by the United States Army. Operated Microsoft Short Message Service (SMS) and Microsoft Update Service, Dynamic Host Configuration Protocol (DHCP), file share servers. Monitored Virtual Machine Ware servers using Virtual Machine Ware Infrastructure Client. Performed backups utilizing Symantec Backup Exec 12. Completed Information Assurance Vulnerability (IAVA) compliance patches and Remedy trouble tickets. Performed system backups, hardware/software installation, and upgrades on all servers.

Helpdesk Administrator, EMW – COB Speicher, Iraq, Feb 2007 – July 2008.
Installed and supported all versions of technology systems to include Windows 2003 Server, NT Server, 2000 Server, Windows XP Professional and Home Editions, Windows NT, 2000 Professional, Office 2003. Administered and troubleshoot Local-Area Network (LAN) and Wide-Area Networks (WAN). Created logon and email accounts using Microsoft Exchange Server and User Manager. Managed network Services with Server Manager, Print Queue Management and CISCO VMPS Administration. Provided customer support for incoming and follow up calls used for the purpose of initial troubleshooting of customer issues. Worked with a small continuous improvement focused team. Documented work performance, allowing accurate reporting of Help Desk activities.

System Administrator, ITT Systems, Bagram, Afghanistan, Aug 2004 – May 2006.
Administered, troubleshooted, and maintained an Enterprise-class Army system. Troubleshooted server, solved, user and network issues related to the Microsoft Windows network operations system environment, as well as servers-based applications. Installed Windows Update Server, Software Update Server and a Symantec Antivirus Server. Performed system backups, hardware/software installation and upgrades. Maintained over 750 users and 300 computers in Active directory structure. Planned and conducted weekly classes on the installation, maintenance and troubleshooting of the network infrastructure. Trained and supervised army personnel. Supported various American, Foreign units and personnel from the State Department.