EDUCATION

Graphic Communications, Bachelor of Science

Pursuing a Graphic Design degree, specializing in electronic and traditional printing, publishing, packaging, digital imaging, computer graphics, website development with a minor in media and mass communication.

ITIL trained and currently pursuing certificate.

EXPERIENCE

TOC Reporting Analyst May 2010 - Present
Confidential, Arlington, Virginia

Uphold and operated as the first level responder to major incidents involving outages to customer information technology equipment and the network infrastructure for Transportation Security Administration. Contacted all supported staff and facilitated incident management resolution with customer and ECNS Network team. Minimize the impact on business operations by quickly re-establishing normal service operations. Numerous incident records were generated and updated to preserve incident tracking within Peregrine (ticketing system).

Network System Analyst March 2007 - April 2010
Confidential, Reston, Virginia

Monitor, evaluate and administer to a host of network monitoring tools such as: EM7, Microsoft Operations manager, EMC Smarts and Compaq Insight Manager. Maintaining over 7,500 devices under the Dept. of Health and Human Services, US Courts, and the CENSUS Bureau via UNISYS Windows Terminal Server. Provided incomparable Tier 2 monitoring management for: network infrastructure storage devices (Windows, Solaris, Novell and UNIX).
Performed VERITAS NetBackup administrative duties for Windows platform automated tape libraries. Provided support for tape libraries: troubleshooting backup failure reboots, and handled the transportation of daily tape inventory to the offsite storage. Worked with end-users and field techs to ensure data protection needs were met. Provided support for rebuilt server via a phone bridge. Performed Active Directory Server duties of administering, and optimizing servers and related components to achieve high performance of the various business applications supported by tuning the servers as necessary. Deploy the administrative tools within the Console to monitor system performance, server disk space, capacity limitations and security. Utilize the Event Viewer tool to manage and view events that are recorded in the Application, Security, and System logs. Monitor the logs to track security events and to identify possible software, hardware, and system problems.
Performed application administrator duties: built, reconfigured, and managed the ECC NOC database. Responsibilities included troubleshooting and resolving application and infrastructure issues, building queries to ensure the accessibility of data for knowledge base issues. Manage systems for high availability and provide satisfactory response time work with Infrastructure team to resolve issues. Monitor and maintain the file/CPU system of the application servers to ensure the accessibility for end-users and the application functionality; work with infrastructure team to address application capacity needs. Create tickets for additions and replacements such as software and hardware issues. Assist the SOC with security IP configurations and system/security logs. Create and maintain system documentation.

Network Design Engineer, Contractor October 2006 - March 2007
Confidential, Alexandria, Virginia

Provided network and system support of servers within the US Securities and Exchange Commission environment. Performed system backups, generated and dispatched reports and assisting customers solving issues related to system performances. Developed and documented standard practices and policies with the NOC. Utilized specialized knowledge and skills to perform unique and/or complex administrative, technical or support tasks. Collected and documented research and analysis of issues in the NOC to create a knowledge base library. Eliminated numerous administrative time consuming tasks by creating simplified programs to run and provide documentation. Performed initial troubleshooting, problem analysis and isolation of network and system events in accordance with SEC NOC incident management established guidelines.

Provided immediate classification and analyze network events from network monitoring system. Trouble-shooted, evaluated, tracked, and managed network problems and recommended the best solutions while escalating to higher tiers according to NOC procedures. Followed through and assisted in troubleshooting after escalating to engineering staff. Supported and monitored all network activities under the SLA commitments between network operations and internal/external customers. Responsible for providing high-level network operations support for all SEC divisions and Regional Data Centers. Worked with limited supervision and providing clear, documented activities to include customer or technical issues. This included phone, email and instant message (IM) contacts and documentation/tracking of the incident in the ticketing system. Entered data into the trouble ticketing system in an accurate and complete manner to document problems included diagnostic results and multiple product correlation as well as escalation and repair performance information. Escalated outage events and or impairments to appropriate individuals and organizations, when not resolved in the prescribed amount of time. Monitored and tracked scheduled network maintenance activities in applicable tools analyzing the duration and potential impact to customers and ensuring they are consistent with approved times for these activities. Satisfactorily completed and maintain quarterly internal training and certification standards.

Disaster Recovery Technical Documentation Specialist, Contractor March 2006 - October 2006
Confidential, Alexandria, Virginia

Function as a technical writer and technical documentation specialist for US Securities and Exchange Commission - Disaster Recovery and Business Continuity Planning team. Provided the documentation supported for processes and procedure development for DRBCP team. Assisted with documenting and maintaining functional requirements, federal project documentation, internal and external memorandums, status reports, user manual or help sheets. Assist documenting issues and risks logs. Supported presentations, aided in policy development, meeting agendas, minutes, and various technical and functional project documents. Supported and analyzed the technical business analysis, network infrastructure design, testing plan development, and the configuration management. Provided the definitions and validation of business, functional, and technical requirements for development document product, system, infrastructure implementation plans, and disaster recovery plans. Contributed and reviewed project deliverables before distribution.

Technical Support Specialist, January 1998 - February 2006
Confidential, Washington, DC

Maintained and supported a full gamut of Information Technology needs in the Publication environment. Provided required IT support on a 24x7 basis for all end-users seeking data or access to CQ Press multiple sites which are critical to the company's national and large-scale economy and financial stability. Provided specialize, personalized, and expedited IT services to the highest levels of customer senior executive. An extensive, in-depth knowledge of end user issues was acquired in areas ranging from office automation (desktop support, e-mail, commercial-off-the-shelf software packages, and Personal Digital Assistant (PDAs)), applications support, web technologies, and IT security -- such as requests for service can be provided in the most responsive and expeditious manner feasible.

Presented expert technical knowledge and broad experience, impeccable professionalism, strong interpersonal skills, flexibility, adaptability, and innovation when necessity. Maintained exceptional communication skills in translating technical jargon to business language readily understood by the end-users. Assisted remotely and provided onsite support to all internal and external users. Coordinate all IT requests for the end-users with their service organizations (including government customers and librarians). This includes password reset, PDA and desktop support, troubleshooting, and coordination with vendors for hardware and application problems and potential security issues, and specialty software as required supporting the IT needs of CQ Press. Assisted in the development and maintaining the Track IT database (help desk ticket tracking system). Trained users on Track IT (help desk ticket tracking system). Tracked trouble calls by the end-users, updating the tickets as required and escalating where necessary, until completed. Developed and performed routine maintenance. Provided regular reporting statistics on support to the Customer Support Manager and selected staff within the business office and support teams.

Security Clearance

Active Public Trust - Clearance

Key Skills and Knowledge

Adobe Photoshop CS4, Illustrator CS4, QuarkXPress 8, Solaris 9, MS Professional 2007 suite, IBM Proventia Server Intrusion Prevention System, BlackIce Server Protection 3.6, Seagate Crystal Reports XI, LDRPS 10, FrontRange HEAT, BMC Remedy, IBM Net Cool/ISM, ScienceLogic EM7 5.0.1, Big Brother, EMC Smarts, Compaq Insight Manager and Active Website Clone Monitoring System, Data Trax, Foreseer2 server, and HP OpenView.