Profile

Accomplished IT Engineer with experience in PC hardware/software diagnosis & repair, remote administration & technical support to assist with end-users, adhering to company provided Service Level Agreements while displaying the most prominent level of customer service while in the process. I am currently seeking a position with your company to assist in reaching my primary goals of advancing in the field of Information Technology, in addition to furthering my knowledge & technical expertise within the field. Included in my resume, I will display my previous work experience, educational background, as well as various skills and qualifications which I have accomplished. I consider myself to be one that is easily able to adapt to new protocol in a fast pace environment, a motivated self starter, in conjunction with an eagerness for advancement. In conclusion, I would only hope that these ranking factors are taken into consideration when the selection of the next candidate is selected for the position. Thank you for the opportunity

Education:Studies in Computer Information Systems

Certifications

• Comptia A+ certification
• Comptia Security+ certification
• Microsoft Office Specialist certification

Work Experience

Confidential,
Hardware Engineer / Systems Integrator
November 2010 – Present

Assist in the efforts to build, design, maintain & troubleshoot parameters of a development prototype sensor processor suite to be implemented in modules utilized by entities of the United States Armed Forces Prepare detailed specifications and methods to interface computer products, consisting of the interaction between CPU and peripheral units (hardware), and between the operating system and user programs (software) Implementation of VMware ESX Server to provide multiple virtual hardware platforms while minimizing hardware costs & energy consumption Responsible for the build, configuration, and management of a datacenter environment thru the use of vSphere & vCenter Server Implementation and administration of various hosts & clusters , housed within a development environment through the utilization vSphere Client Responsible for the implementation & configuration of both Windows Server 2008 & Red Hat Enterprise Linux 5 operating systems post installation, to include specifying parameters of IP Configurations, verification of inter-networking & routing, implementation within DNS, & establishment of FQDN’s Coordinate hardware and software installations and upgrades to ensure work is performed in accordance with company policy Implementation of auditing tools, such as Splunk, to monitor, report, and analyze data within the virtual environment in order for compliance with Information Assurance Testing of development prototypes to determine their functionality, reliability, & ability to be manufactured with consistent quality prior to building within stand-alone units for deployment. Responsible for producing testing & procedure documentation for client use, to include administration guides, user guides, and system test plans Responsible for the administration, configuration, and maintenance of other forms of hardware media to include: NetApp FAS2020 & 2040 Storage Area Networks (SAN), APC, Acumentrics, and Intellipower Uninterruptable Power Supplies (UPS), Cisco Catalyst series Gigabit Ethernet switches, as well various Dell Poweredge rack servers Responsible for the coordination of receiving & distribution of hardware related items, in addition to deployments of sensor processor suites & stand-alone units.

Confidential,
Worksite: Confidential,
Desktop Support Technician
August 2010 – November 2010

Management of various user accounts and workstations, to include creation, modification, & deletion via Active Directory Password resets for Active Directory accounts, VPN Client user accounts, Blackberry devices, and RSA Secure ID devices Analyze, log, track and complex software and hardware matters of significance pertaining to networking connectivity issues, printers, servers, and application errors to meet business needs Building of desktop & laptop PC’s, via ghost images, installation and configuration of operating system, application software, in addition to implementation of security tools, such as antivirus & encryption Coordinate hardware and software installations and upgrades to ensure work is performed in accordance with company policy. Recommends resolutions to complex matters of significance and coordinate the implementation of the approved course of action Utilize standard corporate tools, such as the Track-It ticketing system to record changes, service requests, and problem activities for tracking purposes Installation, configuration, & maintenance of local/network printers, copiers, fax machines, and Nortel Networks VOIP telephones Responsible for data backup & restoration on end user workstationsImplementation of regulations on desktop computers as set forth by the DoD Information Assurance Accreditation Process (DIACAP) for Threat Reduction Support Center Network (TRSCNet) as well as the Cooperative Threat Reduction Resourcenet (CTRRS) and relay conformance to Helpdesk Supervisor Planning and coordination of hardware deployment, lifecycle replacement, and warranty repairs

Confidential,
Worksite: Confidential,
Help Desk Technician
April 2008 – Present

Responsible for responding 24x7 support to IT incidents and requests received from the clients’ user community to include over 14,000 users via ACD telephone calls, email, fax, walk-ins, and the internet fly-by Troubleshoot and resolve user incidents and requests dealing with the Microsoft Windows XP operating system, Active Directory, Microsoft Office Suite, Blackberry, Citrix and allclient owned Commercial Off-the-shelf (COTS) products Troubleshoot and resolve user incidents and requests dealing with allclient owned Government Off-the-shelf (GOTS) products. This includes web applications, mainframe applications and other proprietary applicationsPassword resets for Active Directory, BlackBerry, Oracle, VPN Client, Citrix, RSA Secure ID devices and proprietary application accounts which utilize the Peregrine ServiceCenter ticketing system to record incidents/requests by providing detailed information such as the user’s issue, steps taken during the diagnose phase of a ticket and solutions to obtaining a resolution Utilize available Standard Operating Procedures (SOP’s) and the ServiceCenter Knowledge Base to provide first call resolutions for user incidents and requests over the phone and remotely utilizing SMS Remote AccessAdhere to meet all Service Level Agreements (SLA’s) to perform tasks provided in the Incident Management Plan to resolve incidents when tasked by the Tier Lead Manager, assist Tier III technicians to perform tasks provided in the Problem Management Plan to resolve reoccurring incidentsAdhere to allClient and ITSolutions LLC,policies and guidelines

Confidential,
Network Technician 
July 2005 – April 2008

Performs, assignments that require initiative and independent judgment in the monitoring, maintaining, reporting, and conducting fault finding resolutions and responses to technical issues per request Configuration of individual PCs both logically as well the “hands-on”, which included the physical installation of network cabling along with any other physical media to be attached to form a functional network Experience in working with Windows-based computer workstations in a network environment based upon specific topologies per customer request Responsible for maintaining and executing daily tape back-ups on DLT tapes using VERITAS software Heavy client contact, both technical and customer related issues that include diagnosing and resolving difficulties in obtaining/maintaining connectivity to the Internet via identifying and resolving issues related to TCP/IP, DHCP, DNS, as well as proxy servers Created user accounts, password reset, and unlocking user accounts Processing all incoming work orders, service calls, trouble tickets as well as updating task completions, request resolutions, or escalations using AESOP software Responsible for installing, testing, and troubleshooting Coax, Category 5, 5e, 6, both single-mode and multi-mode Fiber Optic cabling for data as well as single and multi-line, ISDN, VOIP, T1 & E1 lines for voice

Confidential,
Data Analyst
June 2005 - July 2007

NADDIS Project: Narcotics and Dangerous Drugs Information Systems Responsible for assisting in the collection, identification, research and analysis of various government classified sensitive documentation using provided training and tools to enhance data retrieval & capture by various division of the Drug Enforcement Agency (DEA) Coordination of activities and efforts with field agents, confidential sources of information, project managers, field directors, quality control agents, and various other entities involved in the chain of transmitting relevant information pertaining to the DEA in order to further the mission of the Department of Justice (DOJ) Review of documentary materials and selects pertinent information with which the NADDIS database is to be supplemented •Monitors an automatic index to centralized narcotics and controlled substance related records as well as an interface with other automated law enforcement information systems both on a local and nationwide level to ensure and provide the most pertinent and accurate information to be made available to external entities when engaging in protocol

Operational Skills

Attributes:

Motivated self-starter, Hardworking and Competent, Strong oral and written communication skills, Ability to interact with others and show great leadership skills, Attentive and Accurate, Dependable, and Versatile

IT Skills:

Platforms: Windows 2000, Windows Server 2003, Windows Server 2008, Windows XP, Windows Vista, Windows 7, Red Hat Enterprise Linux 5, Mac OSX

Hardware Utilities: Desktops & Laptop PC’s, Hewlett Packard Printers (LaserJet & Inkjet), Cisco Catalyst Switches/Routers, Network Interface Cards, Wireless Data Cards, Video & Sound Cards, Optical CD-ROM/DVD drives, Hard Disk Drives (PATA/eSATA), iSCSI, Memory (RAM) Devices, Tape Back Up Drives, Scanners, Blackberry Handheld Devices, RSA Secure ID Tokens, Iron Key Secure Storage Drives, Dell PowerEdge servers, NetApp Fas2020/2040 storage area networks, Cisco Catalyst gigabit Ethernet switches

Software Utilities: Active Directory, Adobe Acrobat, MS Outlook, MS Word, MS Excel, MS Access, MS Powerpoint, MS Visio, Cisco Systems VPN, Guardian Edge Encyption Plus Hard Disk, Pointsec Enterprise Encryption, Internet Explorer, Mozilla Firefox, Client Norton Anti Virus, McAfee Anti Virus, ZoneLabs Integrity Virus, Remote Desktop, VERITAS Backup Exec, Peregrine Service Center, Numara Track-It, Symantic Endpoint Protection, Symantic Ghost Console, VMware ESX Server, VMware vSphere Client, WinSCP, Putty, Splunk