SUMMARY:

• CompTIA A+ and Security+, Microsoft MCP and MCTS certified professional with fourteen years of support desk, desk side and data center experience providing software, hardware, client/server and networking technical support and solutions.
• Network Engineer tier 3 multi - vendor Operations support.
• Proven success working in and with high-volume 24x7 technical NOC centers.
• Demonstrated strengths in rapidly diagnosing, troubleshooting and resolving infrastructure, workstation and server issues.
• Excellent communication skills involving VIP's and upper management.
• Known for problem-solving skills and patience in dealing with frustrating situations.
• Key Metric Reports for high value targets.

PROFESSIONAL EXPERIENCE:

Tier 3 Network Engineer Operations

Confidential

• Responsible for providing support and operation of network components which include routers, switches, load balancers, wireless devices, data center infrastructure, management servers and cloud servers that operate 24 hours a day 365 days a year requiring 99.99995% uptime.
• Daily duties include monitoring multiple management dashboards showing the health of USCIS network devices which include and are not limited to the following: Cisco routers/data center switches, Amazon Cloud, Network Enclaves, SolarWinds Orion, Cisco ACS, Cisco Prime, Cisco ISE, F5 Load Balancers and Infoblox DNS.
• SME for Riverbed Steelheads optimizer.
• Riverbed Steelhead CMC administration.
• Riverbed ARX for network monitoring.
• Wireshark for packet capture and analysis.
• Riverbed Steel Central Portal administration for operation troubleshooting of USCIS applications
• Riverbed Net Collector implementation for monitoring network infrastructure devices.
• Riverbed SteelCentral AppInternals use for monitoring web applications for a number of indicators to determine true health in AWS cloud.
• Riverbed SteelCentral NetProfiler use in analysis to pinpoint root cause of either network or server application issue
• Working in ServiceNow (SNOW) creating and working Change Requests, Incidents and Work Orders.
• Collaborate with multiple teams for resolving issues and maintaining documentation for all network infrastructure changes and process flows.
• Document all processes, procedures and post documents to EID SharePoint site.
• Serve as a technical expert (SME) for network infrastructure devices having network administrator tier 3 and above privileges.
• Collaborate with Network Architecture & Engineering, Firewall Team within USCIS and DHS OneNet Tier 3 teams to recommend solid well thought out solutions for new Change Requests.
• Leading CIRT calls on Critical Outages with multiple teams and troubleshooting to resolution during regular business hours and when scheduled for on-call work 24x7 Monday-Monday for a 7 day period on rotation basis.
• Serve as Subject Matter Expert (SME) for SolarWinds Orion tool in production network and in AWS Cloud. Implement new rollout of Windows server 2016 for production environment for upgrading of SolarWinds Orion monitoring and work with engineering teams to ensure Single Sign On (SSO) is working correctly for the 100 users unitizing the Dashboards for system monitoring.
• Top level administrator for the USCIS network Pac Proxy implementation work for authorized changes to the PAC files.
• Implemented per Change Request network management tools with new SNMP V3 read only credentials for 370 Cisco DHS OneNet WAN routers.
• Project manager and implementation engineer to migrate all USCIS owned infrastructure from SNMP V2C to SNMP V3 using custom created templates in Cisco Prime and SolarWinds for deployment.
• Project manager and implementation engineer adding configuration changes on USCIS owned Cisco and Riverbed infrastructure equipment for monitoring with new Riverbed Net Collector tool.
• Work directly with NOC technicians, supervisors and managers when required, USCIS ISSO and Senior Engineers in Office of Information Technology (OIT) USCIS providing insight into the detailed Infrastructure for multiple projects.
• Generated inventory reports of all USCIS owned infrastructure devices quarterly per year End of Support (EOS) contracts held with vender and End of Life (EOL) for contract Deliverable that show calendar dates for EOS and EOL with emphasis on devices that are approaching end of180 days in both categories.
• Implemented per Change Request new QoS configuration on Cisco access switches located at all CONUS USCIS sites.
• Work directly with Cisco, Riverbed and SolarWinds technical support on all critical outages when equipment malfunction is directly responsible.
• Required to work with IP addressing issues and upon troubleshot of issues if the full TCP/IP stack and TCP/UDP ports was incorrect and find t root cause for quick resolution.
• Project adding Cisco Access Points (AP) to each public office/US embassy and troubleshot Cisco router virtual port to switch port issues using correct time server IP addresses, DHCP scope IP addressing in DNS and determine if the IP information was correct according to Network Architecture drawings.

Network Analyst 3

Confidential

• NOC tickets for accuracy in reporting outages for Telecom customers.
• Prepare monthly reports for twenty top level Telecom customers primarily with cell tower technology.
• Participate via on-line and phone monthly briefs for high target clients.
• Evaluate telecom outages for FCC compliance.
• Technical Tier 3 Network Engineer team lead participated in developing plan to implement utilizing technical writing skills on Standard Operating Procedures (SOP) for a team of six Network Analysts.
• Determine if TCP/IP stack was affected by users during outages and determine if dual homed was capable.

Confidential

Hardware/Software Specialist

• Monitoring and reporting significant occurrences (Outages) that affected the overall health of the Defense Information System Agency Net (unclassified and classified) using monitoring tools HP OpenView, HP SiteScope, Multiping, NetIQ and NetCool via remote console.
• Technical Tier 2 Network Engineer team lead (all shifts) for 24x7 NOC directed 12-15 Network Engineers in monitoring routers, switches, citrix servers, exchange servers, data shares, backup servers, Microsoft Hypervisor and VmWare running Windows 2003 and 2008 Enterprise servers in the datacenter. Cisco on hands ASA5520, WS-C3750G-48PS-E, 7613, WS-C4510R, 6509 E, McAfee S3008 and Cisco 4507R-E.
• Troubleshooting of VOIP systems and video conferencing at Tier II level.
• Help Desk team lead (all shifts) for Tier I and II Service Desk support to Worldwide Defense Information System Agency community using established standard procedures and guidelines. Escalation to Chief Information Officer (CIO) Defense Information System Agency management and initiating callouts for Tier III after level I and II troubleshooting.
• Carry out escalation notification for events of critical outages and other incidents to government Tier 2 level teams that are responsible for maintaining the servers, firewalls and other equipment; also apprised civilians in chain of command of updates on critical outages until resolution.
• Compiling reports used for historical comparison, Confidential justification, lifecycle support issues, and many other issues.
• Prepare daily and monthly briefs for Chief Information Officer (CIO) Management on server and infrastructure equipment worldwide using data from BMC Remedy (ITSM), official outage reports, NetCool and SiteScope.
• Reboot Windows servers to apply patches when required and restart services when stopped.
• Provide spillage cleaning service to Defense Information System Agency community on data shares and Exchange.
• Provide support on crypto devices, re-key crypto devices, inventory COMSEC, troubleshoot WAN connection issues and escalate to IP NOC if needed.
• Provide Tier III support to VIP desktop systems for user environments when required.
• Evaluate server security posture for Government security team in Windows server GPO and McAfee GPO when new changes have been pushed to all workstations.
• Analyze network topologies, traffic and capacity requirements to minimize potential issues due to system upgrades.
• Drafted standard operating procedures (SOP) as a technical writer to include all areas of both Tier I and II for both IT Help Desk and staff of 15 Network Engineers for the main hub of outage reporting for Enterprise Computing at Defense Information System Agency.
• Daily and monthly briefing to Department of Defense on all high level outages and various problems.
• Convert all the standard operating procedures (SOP) to SharePoint server.
• Configuring and testing a mobile group of 50 users with Citrix Zenprise, CloudGateway MDX and ZenMobile.
• Apple IOS support
• Restore images from back up when required.
• Support for Microsoft Office 2012 and 365
• Support for GOTS, MOTS and GOTS software and associated hardware.
• Full Active Directory (AD) administration with Single Sign ON (SSO) in AD on the DOD Enterprise networks. Monitor DHCP addressing scopes in Microsoft server AD.
• Troubleshoot full TCP/IP stack up to application level worldwide on Windows workstations and on Windows servers. Check and modify log on scripts for Single Sign On (SSO) issues.
• Moving/Adding/Deleting of Active Directory (AD) user/computer objects for resolution of issues.

Network Engineer/Systems Administrator 2

Confidential

• Intermediate monitoring and reporting significant occurrences (Outages) that affected the overall health of the Defense Information System Agency Net (unclassified and classified) using monitoring tools HP OpenView, HP SiteScope, Multiping, NetIQ and NetCool via remote console.
• Technical Tier 2 Network Engineer team lead (all shifts) for 24x7 NOC directed 12-15 Network Engineers in monitoring routers, switches, citrix servers, exchange servers, data shares, backup servers, Microsoft Hypervisor and VmWare running Windows 2003 and 2008 Enterprise servers in datacenter. Cisco on hands ASA5520, WS-C3750G-48PS-E, 7613, WS-C4510R, 6509 E, McAfee S3008 and Cisco 4507R-E.
• Help Desk team lead (all shifts) for Tier I and II Service Desk support to Worldwide Defense Information System Agency Enterprise Computing community using established standard procedures and guidelines. Escalation to Chief Information Officer (CIO) Defense Information System Agency management and initiating callouts for Tier III after level I and II troubleshooting
• Troubleshooting of VOIP systems and video conferencing at Tier II level.
• Carry out escalation notification for events of critical outages and other incidents to government Tier 2 level teams that are responsible for maintaining the servers, firewalls and other equipment; also apprised civilians in chain of command of updates on critical outages until resolution. Compiling reports used for historical comparison, Confidential justification, lifecycle support issues, and many other issues.
• Prepare daily and monthly briefs for Chief Information Officer (CIO) Management on server and infrastructure equipment worldwide using data from BMC Remedy (ITSM), official outage reports, NetCool and SiteScope.
• Reboot servers to apply patches when required and restart services when stopped.
• Provide spillage cleaning service to Defense Information System Agency community on data shares and Exchange.
• Provide support on crypto devices, re-key crypto devices, inventory COMSEC, troubleshoot WAN connection issues and escalate to IP NOC if needed.
• Provide Tier III support to VIP desktop systems for user environments when required.
• Evaluate security posture for Government security team in Windows server GPO (AD) and McAfee GPO when new changes have been pushed to all workstations.
• Analyzed network topologies, traffic and capacity requirements to minimize potential issues due to system upgrades.
• Drafted standard operating procedures (SOP) as a technical writer to include all areas of both Tier I and II for both IT Help Desk and staff of 15 Network Engineers for the main hub of outage reporting for Enterprise Computing at Defense Information System Agency.
• Converted all the standard operating procedures (SOP) to SharePoint server.
• Administered unclassified network Citrix Infrastructure as a Service (IaaS); Desktop as a Service (DaaS); Software as a Service (SaaS); Citrix Presentation Server v4.5 and XenApp 5.0
• Apple IOS support
• Restore images from back up when required.
• Support for GOTS, MOTS and GOTS software and associated hardware.
• Support for Microsoft Office 2012 and 365
• Full Active Directory (AD) administration with Single Sign ON (SSO) in AD on the DOD Enterprise networks. Monitor DHCP addressing scopes in Microsoft server AD.
• Troubleshoot full TCP/IP stack up to application level worldwide on Windows workstations and on Windows servers. Check and modify log on scripts for Single Sign On (SSO) issues.
• Moving/Adding/Deleting of Active Directory (AD) user/computer objects for resolution of issues.

Network Control Technician Tier 2

Confidential

• Provided support for the United States Coast Guard and Search and Rescue missions networks with initial problem isolation being determined through the use of monitoring tools such as HP Openview and NETCOOL.
• Escalated critical outages to field support technicians via manager on call requesting on site presence after troubleshooting showed equipment failure with in a two hour window. Escalated all critical issues to Telecommunication & Information Systems Command managers when resolution required more than two hours repair time.
• Open TAC cases with Cisco for issues with both IOS and hardware problems. Maintained RMA tracking and provided new configuration for equipment installed during hot swap.
• Documented and maintained daily operations using Remedy while maximizing efficiency via use of macros.
• Troubleshooting IP Point-to-Point circuits such as microwave, PPP with PE (provide edge) MPLS, VLANS and Cloud US Government TSP coded circuits.
• Troubleshoot TCP/IP Layer 1, Layer 2 and Layer 3 problems with Telecom vendors and with onsite technicians.
• Responsible in assisting the training of new employees and informing upper management of irregular issues as well as procedural/functional discrepancies.
• Cisco routers 7505, 7507, 7513, RSP 480's, PA-8T, optical and T3 cards.
• Configured systems to user environments.
• Reported directly to Telecommunication & Information Systems Command via telephone and email critical outages that affected the United States Coast Guard (USCG) TCP/ IP network.

Network Engineer I/Senior ATM/IP Technician

Confidential

• Evaluate, design, document, install, implement, test and perform problem isolation and resolution using TCP/IP Class A and C subnets running ping tests on every network device port.
• Evaluate, design, document, install, implement, test, decommission, sanitize, and handcraft serial and other communications cables.
• Monitor, tune, set standards and maintain a range of telecommunication network components and systems using Internet Protocol (IP) and Asynchronous Transfer Mode (ATM) networks.
• Perform these functions across a wide range of network facilities including some, but not all, physical media, protocol stacks, hubs, routers, bridges, gateways, switches, multiplexers, digital servers, line drivers, telecommunications transport facilities, related software and hardware, and network management components.
• Use monitoring, performance analysis, network management, software and hardware equipment to troubleshoot and isolate problems, gauge network IP performance and trace data and TCP/IP protocol activity.
• Build of TFTP, HTTP and FTP server on local LAN for software downloads.
• Perform acceptance testing and implementation staging of all DATM, MHS, NIPRNET and SIPRNET Department of Defense CONUS networks.
• Stage and test Cisco 7206 VXR, 7505, 7507, 7513, 7609 and 7613 routers. Cisco switches WS-C PS-S, WS-C and WS-C3750G-24PS-S. Also Cisco ONS 15454.Marconi ASX Series, Lucent, Transition Networks, Allied Telesyn, Adtran, Nextirone, Spirent Comm., Larscom and Safenet, KIV-7, KIV-19, TACLANE-FASTLANE and commercial encryptors.
• Work closely with ATM NOC and NIPRNET NOC on complex issues related to equipment upgrades and downgrades in the field.
• Built and maintain distributed database in-house for Defense Information System Agency IR’s using screen and capturing shots for equipment staged.
• Reported problems to engineering staff on remedies found with hardware/software upgrades discovered by Field Engineers (FE).
• Drafted and implemented Standard Operating Procedure (SOP) as a technical writer on all network equipment including Telecom and IP related equipment.

IP Technician

Confidential

• Evaluate, design, document, install, implement, test and perform problem isolation and resolution using TCP/IP Class A and D subnets running ping tests on every network device port.
• Monitor, tune, set standards and maintained a range of telecommunication network components and systems.
• Perform these functions across a wide range of network facilities including some, but not all, physical media, protocol stacks, hubs, routers, bridges, gateways, switches, multiplexers, digital servers, line drivers, telecommunications transport facilities, related software and hardware, and network management components.
• Use monitoring, performance analysis, network management, software and hardware equipment to troubleshoot and isolate problems, gauge network performance and trace data and protocol activity.
• Utilized TFTP, HTTP and FTP server on LAN for software, acceptance testing and implementation staging of all DATM, Niprnet, and Siprnet Department of Defense networks.
• Use Cisco, Marconi, Lucent, Transition Networks, Allied Telesyn, Adtran, Nextirone, Spirent Comm., Larscom, Safenet equipment.

XP Migration Engineer Tier

Confidential

• Migrate users from Windows 2000 Pro to Win XP.
• Setup and/or check Outlook mail for correct function and linked all data files. Installed printers locally and test.
• Setup and/or check SMS for operation of user application downloads and troubleshoot issues.
• Link Oracle database to new OS, run all applications and reinstall if not functioning.
• Perform quality assurance on migrated machines.
• Install Windows XP from remote access server.
• Copy user data from old OS to new OS using provided scripts.
• Add/Remove user accounts in Active Directory (AD) from old Windows server to new Windows server Active Directory (AD) containers.

Confidential

Helpdesk Tier 3

• Migrated 1900 users on Department of Defense NIPRNET network to Windows 2003 server platform by creating new computer and user containers in Active Directory (AD) linking them to new email exchange accounts.
• Troubleshoot GPO and Active Directory (AD) Single Sign On (SSO) issues with Windows XP and make necessary modifications to default settings to enforce security posture.
• Migrate user data from old machines to new machines.
• Install image on new machines and install required software for user.
• Link user data to Active Directory (AD) for departmental and personal share permissions.
• Setup new users for Pentagon Force Protection Agency with email inbox on unclassified exchange server.
• Create network printers in Active Directory (AD) and physically install network printers.
• Configured systems to user environments.
• Support users in person or by remote service.
• Troubleshoot network, machine, printer and server issues.
• Escalate any connectivity issues to Network and/or System Administration.
• Create new tickets on Magic server to track issues for team resolution.
• Install additional switches when needed.
• Work with task leader and customers on creating schedules for inspection and installs.
• Obtain and track receipts for all equipment.
• Support clients by answering help desk line, in person and by remote service when Helpdesk became busy.
• Received three ICE awards from Pentagon Force Protection Agency and Washington Headquarters Services government employees.
• User Blackberry integration from old to new email settings.

Help Desk Tier 1

Confidential - Rockville, MD

• Answered support line and determined problem resolution with IBM Mainframe, Novell Netware network, MS Windows network, hundreds of networked printers, thousands of networked PCs running Windows 95, Windows 2000 Professional and Windows XP Professional.
• Communicated with technicians in multiple locations and using Sessions to connect to a CPMA system to input the caller's information. Required to be able to assign tickets to individual vendors and/or technicians pertaining to trouble with telephones, PC's, numerous applications on IBM Mainframe, Novell GroupWise, MS Office Applications, and if possible fix PC configuration problems with user while on the phone.
• Desk Side Technician during Novell print upgrading to Microsoft Server Active Directory (AD) print in Riverdale technical building.

TECHNICAL SKILLS

Microsoft Windows (20+ years), Team Leader ( 7 years), System Administration TCP/IP and Active Directory AD (13 years), Network Administration TCP/IP and Active Directory AD (10 years), Office Applications (18+ years), Citrix (4 years), Network Engineering (14 years), Vmware (3 years), Hypervisor (4 years), Internet Protocol IP (15 years), Network Technician TELECOM (6 years), Network Analysist (2 years).