PROFESSIONAL SUMMARY

• Approximately 17 years experience as a Telecommunications / IT Support / Network Operations Technician and technical documentation process procedures anaylist Help Desk / Telecom Systems / Operations and Windows 7 Migrations Adm.
• Skills include the installation, provisioning, maintenance and troubleshooting of voice and digital ds0, ds1, ds3 optical circuits - OC-3 to OC192 , with current training and experience on Remedy ITSM v.7.6.04 ITILv3 Help Desk Administration, network systems / desk top technician and
• Telecommunications - IT Analyst, OS Imaging Tech.. Also, experienced with developing Service level agreements, standard operating proceedures and knowledge base documentation for enterprise IT and Network Operations support environments.

Operating Systems/Applications / System Tools Expertise

Windows 98, Windows 2000, Windows XP, Windows Vista, Windows 7, Comm Vault Simpanna 9 Back up Recovery - 20TB , MS Office Suite, Crystal Reports, SCCM, Active Directory Windows Server 2008 R2 Domain Controller - DNS, DHCP , LANDesk v9 , Microsoft Deployment Tool Kit, VMware Vsphere 4 ESXi, MS Front Page, MS Visio, MS Map point, Internet Explorer Symantec PC Anywhere, GHOST.

Network/Hardware

• Experience - Intel based PC's and Servers, Cabling, RAID 0,1,5
• Configured DHCP and static I.P addresses. Configured hard disks, made CAT-5 cables, connected hubs and configured network hosts to operate fault free in an NT domain
• Installed and Configured Cisco 2950 Catalyst switches for public and private VLAN networks.
• Installed Cisco 6509 Core Switch
• Configured hosts to attach to network servers also shared folders and printers on the Network.
• Networx Contract - HP ProLiant DL360 G5 Quad Core Xeon E5420 / Primary Application Server
• Networx Contract - HP ProLiant DL320 - Quad Core Xeon E6400 / Primary Database Server
• Networx Contract - NETGEAR 24 Port Layer 2 Managed Gigabit Switch / Primary Back up Switch
• Networx Contract - HP Entry hard drive 250GB - SATA Application Server
• Networx Contract - HP Memory -1 GB DDR2 Application Server RAM
• Networx Contract - HP NC360T PCI Express Dual Port Gigabit adapter
• Networx Contract - HP Rear Slimline CR-RW / DVD-ROM combo drive
• Networx Contract - HP Dual Port Enterprise 450GB-SAS Database server
• Networx Contract - Titan 17 LCD Rack Console with 1x8 KVM Switch / Monitor
• Networx Contract - APC Rack PDU, Switched, Zero U, 30A, 120V, 24 5-20 / Power Distribution Unit
• Networx Contract - Proliant DL120 G5 Quad Core Xeon X3320 / Load Balancer
• Installed Dell R910 PowerEdge 4U Rack Server

PROFESSIONAL EXPERIENCE

Confidential

Lead Technician

• Lead 5 -man technical team responsible for imaging / replacing 800 Dell Optiplex series Windows XP desktops with HP Folio 13 Windows 7 laptops and associated software SCCM , within a federal enterprise environment.
• Responsible for asset management of new and replaced hardware associated with the migration project.
• Worked with team and customer client to resolve all software applications requirements SCCM , hardware, server, and network related problems / issues incurred during deployment.
• Assisted with creating, modifying and maintaining the Windows 7 desktop image to include the build environment, active directory, MDT 2010 server, WDS server, and reference PC and deployment media.
• Provided hands on support for team assignments to include: 1 Preparing flash drive for image deployment 2 Deploying image to workstations 3 Domain and OU assignment 4 Encryption 5 VOIP software 6 Field deployment to customers workstation.

Confidential

Daily Operations, Help Desk Change Manager

• Managed daily operations and administration of the Military Health Systems global Remedy Help Desk v.7.6.04 .
• Responsible for all incident / problem / service request ticketing updates, processing, routing, and engineering personnel assignments from start to closure.
• Managed and coordinated all change control tasking in support of current development and test center infrastructure enhancements and build out.
• Active member and administrator of the MCiS MICCB Change Control Board on behalf of the test and development center a web based change control board notification, tracking and scheduling tool with restricted access to board members only.
• Responsible for Administration and input of all Remedy AR Change Request systems tracking scheduled to occur within the development and test center Data Center .
• Responsible for managing and updating the Remedy Asset Management database.
• Responsible for maintaining and updating operational OPCATS and Production PRODCATS categories in Remedy's AR system database.
• Managed and coordinated all subcontractors PSI construction of critical facilities environments to include data center rack enclosures, equipment space planning and telecommunications cabling / power requirements.
• Assisted with planning, implementation and day-to-day oversight of the MHS/MCiS DOD data center infrastructure management systems platform.
• Worked with team subcontractor and LEC's to troubleshoot all issues related to two separate DOD air gapped circuits DS-3 , one commercial NPS 1.3 and one NIPR net NPS 2.0 .
• Responsible for managing and monitoring all data center HVAC and Power systems operations safety.
• Responsible for acquisition and maintenance of all software licensing MS Windows, Oracle, Red Hat, Linux .
• Responsible for coordination and management of all data center maintenance and on-site deployment activity.
• Coordinated and supervised all engineers performing maintenance in the development and test center with team assistance from the lead engineer or systems architect.
• Responsible for tallying and final submittal of the monthly ticket report to all customer stakeholders.
• Supervised 7 tier 3 engineers who were responsible for managing the daily operations of all equipment within the test and development center.
• Responsible for team supervision, administration and implementation of all data center network enhancements to include port assignments, firewall configuration and changes, ACL and AAA implementations.
• Helped supervise team acquisition and implementation of backup and recovery CommVault-Simpanna system also BMC's Blade Logic and BPPM proactive performance monitoring systems.
• Assisted with team coordination, administration and implementation of data center DMZ zones with new TCP/IP subnets for ILO and lab Infrastructure configuration of all cisco edge switches, core switches, routing, DNS server connections, VM ware vCenter Virtual machines and applications Infoblox, UCS, BMC, Egenera .

Confidential

Tier 3 Help Desk Manager

• Supervised and coordinated with support organizations to ensure proper hand-off, escalations, and closure of help-desk tickets.
• Established, maintained and reported on internal and external performance metrics.
• Served as a key POC for internal projects site migrations, moves, post-acquisition integration, etc. .
• Responded to End User requests for technical support and assistance.
• Supported the software development team.
• Worked closely with the program manager to manage and close tickets.
• Assisted combined Census team with supervision on installation, upgrade and overall maintenance of software and peripherals.
• Supervised 12 person tier 3 Help Desk team comprised of DBA's, subject matter experts SME , and applications testing experts systems security experts, developers and Help Desk technicians.
• Utilized OPNET to monitor application, network, VM ware Virtual Switches systems performance for a multi-tier platform Web, Business, Reports, Database .
• Managed all equipment maintenance and installation per customer specifications.
• Utilized REMEDY ticketing system to manage, track, report and monitor troubleshooting of all PBOCS incidents / systems / network malfunctions.
• Utilized Mercury to assist developers with capturing and repairing all systems defects. Also used to manage and track all application and database changes, enhancements...etc.
• Responsible for day to day Help Desk operations, shift scheduling and personnel performance monitoring.

Confidential

Help Desk Manager ITIL / Systems Administrator

• Provided Help Desk Support and Help Desk system Phase Ware installation, configuration and database support to the newly implemented GSA - Networx telecommunications assets transition project for the Department of Veterans Affairs.
• Managed two tier telecommunications inventory ordering help desk in concert with development and implementation of the Department of Veteran Affairs Administrations' carrier back office and front office ordering, provisioning, web-portal and billing system VA OSS / NIOS .
• Responsible for receiving, logging, and managing requests for service from VA stakeholders.
• Supported inquiries for training, system errors, system access privileges, enhancement requests, and custom reports.
• Produced and enforced ticketing audits.
• Utilized remote system interaction tool WinSCP, an open source SFTP client and FTP client for Windows, to upload data and monitor system performance / access in support for SSH password, keyboard-interactive, public key and Kerberos GSS authentication. WinSCP integrates with Pageant PuTTY authentication agent for full support of public key authentication with SSH.
• Utilized LANDesk to implement patch management requirements and maintain software licensing.
• Level one Systems Administrator for VA OSS NIOS Telecommunications Ordering / Billing Inventory Asset Management System.
• Managed tracking and resolution of all universal acceptance testing data.
• Managed, tracked and implemented all Change Control functions within the system.
• Responsible for Q A and upload of test orders from vendors that were placed in to the staging area for VA OSS database updates. Tasked in conjunction with development of new e-bonding strategy to connect VA OSS inventory management system to vendor portals.
• Responsible for Q A on all exception reporting as result of uploads that were placed in to the system from the staging area by customer.
• Responsible for troubleshooting all XML exception reporting errors in concert with development scripting team.
• Worked with development team testing lab to plan and schedule all system release patches affecting change or upgrades enhancements to the system.
• Worked on site with customer to address day to day requests related to technical issues, reporting and tracking to assure 100 systems operations on a 24 / 7 basis.
• Researched, created price comparison, managed purchase, supervised installation and configuration of Phase Ware ticketing / billing / Change Control and defect tracking system.
• Managed, implemented, and configured service level requirements escalation rules, priority designations, response times, alert notifications, customer access, e-ticketing and Self Service Center web portal access for the Networx VA OSS Phase ware ticketing system.
• Responsible for overall management of on-site help desk and second level, off site, tier two development team personnel.
• Responsible for 24 / 7 systems surveillance and site dispatches to remote primary and back up equipment locations.
• Responsible for review and Q A of primary and subcontractor development documentation facing customer.
• Participated in all Help Desk development planning and documentation related to both the Networx VA OSS Inventory Management System. And the Help Desk ticketing system.
• Participated with planning and implementation of all GSA Networx telecommunications inventory transition with vendor AT T, Verizon Qwest .
• Managed all Universal Acceptance Testing UAT tracking/ troubleshooting with customer and their designated Q A vendors Verisol / Booz Allen to successful completion.
• Managed and troubleshot all hardware related issues at primary and backup data center locations.
• Assisted developers with all hardware installation at primary and back up data centers.
• Participated in the creation of Help Desk service level agreement between the primary and subcontractor.
• Responsible for daily Q A which included trouble tracking and level one troubleshooting of the technical functionality of the Inventory Management System NIOS and the Trouble Ticket Management System Phase Ware .

Confidential

Project Manager

• Contracted to oversee and implement installation of ten computer labs with DELL Optiplex 755 desktops.
• Utilized Ghost imaging system program to push university licensed Microsoft Windows XP and Vista to 200 PCs.
• Inventoried new and replaced desktops for accounting purposes by utilizing LANDesk software tool.
• Replaced staff and faculty PC's for the School of Business and INTELSAT staff associated with University.
• Transferred all files and settings from old units to the replacement PC's.
• Installed accompanying DELL and HP printers for all computer labs/offices and configured to print on the network.

Confidential

NNOC Supervisor

• Responsible for network surveillance support in a 24x7x365 NOC that monitors and supports critical Sprint/Nextel iDEN network elements using real time alarming of network faults, analysis, notification, and trending of faults/escalations.
• Responsible for supervision and troubleshooting/surveillance on the following mainframe equipment via NETCOOL: DMS 250 iDEN , Lucent 5E CDMA , Dispatch Application Processors iDEN , SMS/VMS iDEN .
• Utilized Sprint/Nextel proprietary Network Management System to pull circuit information via the following tools: FACTS, TITAN and CSIW. Ticketing systems: TRAMS CDMA , Remedy and NTM Clarify iDEN .
• T-1 troubleshooting, testing and turn-up using Net analyst and REACT line testing GUI's for CDMA Sprint iDEN Nextel .
• Provided real time and near real time responses to MSO's, Sprint/Nextel technical support groups and NNOC management regarding network LAN/WAN TC/IP element fault isolation and Dantel environmental issues.
• Provided on-line knowledgeable assistance and coordination facilitated efforts with MSO's, field engineers, service providers, vendors and other Sprint/Nextel support and outside support organizations.
• Initiated updates, tracked and closed network trouble tickets created and distributed network alerts and flashes.
• Performed pro-active network element status and health checks as part of normal surveillance activities.
• Developed and implemented network management and processes to improve the NOC capabilities, and to ensure quality service levels across all Sprint/Nextel markets.
• Addressed and resolved all virtual LAN-WAN outages per customer request.
• Responsible for Audits log and turnover for shifts to ensure that accuracy of data is valid, and outstanding issues are documented. Also tasked to identify procedural errors for review with the source or management.
• Responsible for providing technical support, training, and guidance to junior or lesser-experienced technicians.

Confidential

IT Program Manager/Analyst

• Simultaneously managed seven major contracts for compliance while assessing, developing, and implementing needed systems enhancements for improved productivity, and operations expansion.
• Captured and developed business requirements, enhancements, project schedules, and monitored deliverables for existing systems upgrades, and contracts that were up for bid.
• Developed test plans, monitored user acceptance testing, and project implementation.
• Served as executive level lead on all DPW-PSA IT team initiatives.
• Developed and wrote all administration IT procedures for in-house systems.
• Created and implemented help desk and trouble reporting tracking procedures for in-house systems and vendor continuity.
• Supervised, enforced, tracked and maintained all telecommunications and desktop, printer and peripherals related issues for compliance REMEDY for contract issues and Internet based ticketing for all in house trouble reporting.
• Created and captured desktop inventory by utilizing LANDesk software to assure that updated hardware and software were in compliance with industry standards.
• Configured, installed and updated all department desktop PC's with upgraded OS Windows XP utilized GHOST to push all required departmental proprietary tools and applications per OCTO IT requirements / standards.
• Served as department representative to outside jurisdictions in exploring and developing new business practices.
• Responsible for researching, developing, testing, and implementing new or enhanced technologies that would improve operational performance and revenue capture.
• Participated in software testing and interface design. Developed online presentations to department head and executive staff.
• Managed and supervised fifteen team representatives which included contractors, technicians, and agency IT supervisors.
• Responsible for monitoring and generating personnel performance evaluations, disciplinary reports, and time and attendance records
• Managed and supervised departments wireless hand held computer, cellular, and land line communications system.
• Managed and maintained all building infrastructure management systems by overseeing all vendors assigned to conduct maintenance repairs.
• Responsible for in-house cabling requirements and all telecommunications issues under contract.
• Generated department wide memos on all IT and Telecommunications related issues.
• Managed all Uninterrupted Power Supply UPS mechanical generator maintenance and electrical output testing to ensure constant back up emergency power was available to the facility.

Confidential

Smart City/DCI/Telecommunications Technician

• Installed, maintained, and troubleshot customer voice and data requirements for the new Washington DC convention center... i.e...dedicated T-1, T-3, or ISDN.
• Worked with Nortel switching system to program and install customer voice requirements to custom specifications.
• Programmed Cisco 2950 Catalyst Switches for customer internet access and private VLAN network specifications.
• Configured and troubleshot all TCP/IP router / switch and hub issues.
• Utilized packet sniffer to monitor intrusion detection IDS and gather network utilization metrics and analysis.
• Addressed and resolved all physical and virtual LAN-WAN issues per customer request.
• Responsible for assuring that all equipment maintenance conducted by vendors was completed and tested for proper functionality.

Confidential

Network Services Engineer

• Configured Confidential Carriers, to include telneting into the system, verifying framing on individual circuits, putting cards and channels in service, implementing or verifying virtual cross connects, and setting up loop-backs to insure a clear path between two nodes.
• Responsible for all equipment maintenance and installation requirements.
• Worked with DMS 250 Switch verifying trunk type, signaling, line coding and framing, ensuring out pulsing dialing plan and channel assignments were setup correctly, and monitoring daily status' on T1 carriers and trunks.
• Used the Sage 930A to perform drop and insert tests and test Vnet circuits.
• Troubleshot and maintained, NEC, Karkar, and Collins/Alcatel M13 Multiplexers.
• Provisioned DSO to DS3 circuits in Alcatel 1631 Digital Cross Connect System.
• Optioned Tellabs 2531 and 2551 Echo Cancellers.
• Worked with WINDOWS based and DOS based program platforms to create and track trouble tickets, pull engineering, and check install orders. Also used REMEDY for ticketing platform.
• Extensively used the following test sets: Firebird 6000, Tberd 310, Tberd 2209, Digital Light wave Tester, and TCOM test set.
• Made BNC and MINI-WECO cables. Wired cross connects for T1 and T3 circuits.
• Maintained and troubleshot DS0 voice circuits by tracking real time phone calls and tracing previously made phone calls to isolate where trouble occurred.
• Performed quality assurance tests on voice circuits.
• Troubleshot DS0 circuits to Optical circuits to include performing end-to-end tests, providing loops and testing to loops from adjacent nodes, working with customers via phone to turn up new circuits and isolate faults on existing circuits, and clearing alarms on M13 Multiplexers and Optical Carriers.
• Trained new personnel on installation and troubleshooting procedures for local and long distance transmission systems.
• Supervised construction of critical facilities environments
• Responsible for monitoring and maintaining all facility alarming, temperature control, HVAC and fire detection systems located within the central office equipment space.

Confidential

Call Center Manager

• Managed the Defense Information Systems Networks worldwide communications call center for DOD.
• Created and maintained all SLA's, reporting, performance measurements and personnel evaluations.
• Mastered the use of the Northern Telecom Meridian Digital Centrex System and expanded the use to achieve more efficient customer service.
• Programmed consoles to improve operator performance. Handled an average of 21 more calls per hour per shift than minimum requirements.
• Supervised 14 call center personnel on a 24/365 basis.

Confidential

Bank/Control Officer

• Daily systems functions and provide batch reports for management.
• Dispatch foreign telecommunications service request. Consult with U.S. Secret Service to insure safety of visiting V.I.P's.
• Monitored all Uninterrupted Power Supply UPS and electrical output testing to ensure constant back up emergency power was available to the facility.
• Responsible for monitoring all facility HVAC, Power and security systems to include alarms, motion detector, glass breakage and electronic door entry platforms in order to ensure operational safety standards were being adhered to.

Confidential

Systems Manager

• Updated and maintained active duty personnel staff.
• Performed Human Resource duties for all classified personnel.
• Updated classified database.