SUMMARY:

Multilingual IT professional with over fifteen years of experience in IT Services and Support, Information Management, Cloud Computing, Cyber Security, and Network Administration support to organizations worldwide, with an excellent cross - cultural and customer service orientation.

PROFESSIONAL EXPERIENCE:

Senior IBM BigFix and Windows SCCM Systems Engineer

Confidential, Washington, DC

• Leading and guiding User Acceptance Testing and Windows 10 migration project.
• Provide tier 3 advanced level of support installing, configuring and troubleshooting during and after Windows 10 rollout including O365, legacy Microsoft Office Suite (Microsoft Office 2010, 2013 & 2016), COAST, RUMBA, SAS v9.3/9.4, Hyperion RStudio, Microsoft Project, Microsoft Visio, One Drive, One Note, Yammer, Exchange Online, and Skype For Business
• Provide escalation support for technical support and assistance to junior Engineers
• Interface with clients, other contractors, and internal team to present ideas and concepts for approval
• Group Policy and Local Policy Management (GPO)
• NetApp configuration and administration
• Hands on NetApp: Models FAS2524, 8040, and 8200
• Support storage replication and snapshot technologies such as Snap Mirror and others
• Install, configure, troubleshoot, patch, operate and manage BigFix and SCCM on Windows
• Develop and implement testing strategies and document results
• Troubleshoot and resolve complex problems
• Provide leadership, direction, and supervision to lower level employees and teams
• Citrix XenApp v7.6, v7.9 and Citrix XenApp application support.

Senior Systems Engineer

Confidential, Washington, DC

• Provide tier 3 advanced level of support installing, configuring and troubleshooting during and after Windows 10 rollout including O365, legacy Microsoft Office Suite (Microsoft Office 2010, 2013 & 2016), Microsoft Project, Microsoft Visio, One Drive, One Note, Yammer, Exchange Online, and Skype For Business
• Provide advanced support to Server, desktop, web, and cloud-based applications.
• Provide advanced support in AD administration and GPO design and implementation.
• Provide user support and administration of mobile devices such as Android, iOS, and Windows.
• Deploy Windows 10 image to standalone computers or groups of computers via SCCM.
• Deploy Software Updates using SCCM 2012 R2 to Windows 7, 10, and Mac OS X.
• Provide support for creating, maintaining and troubleshooting VMware ThinApps.
• Provision VDIs and administration of VMware Horizon View Administrator.
• Provide Audio/Visual support for web conferencing equipment setup and troubleshooting.
• Research root cause of problems and escalate to vendor support as necessary.
• Develop, automate and implement best practices in operations.
• Participate in Exchange Online and Office 365 meetings in preparation for migration from On-Premise to Online.
• Participate in Bit Locker meetings in preparation for migration from Symantec PGP platform to Microsoft Bit Locker Encryption platform.
• Mentor and coach junior IT Engineers to actively troubleshoot issues with new platform.
• In charge of escalating hard to solve problems to vendors such as Microsoft, Apple, HP, Symantec, and Cisco.
• Persistent communication of new Technology changes and concepts to colleagues, management, and customers during and after rollout.
• Conduct training to employees in best practices, managing personal and shared files in the Cloud via One Drive or on premise via Shared Drives.
• Document incidents and tasks through Service Now ticketing system.

Senior IT Project Consultant

Confidential, Baltimore, Maryland

• In charge of Application Compliance and Testing with a goal to protect the Confidentiality, Integrity and Availability of UnitedHealth Group IT assets. Tools used included Active Directory (ADS), PowerShell Scripts, GPO, SCCM, ITAM, ARMA, PeopleSoft and AVS.
• Consolidated multiple AD domains to a single AD domain.
• Installation, configuration and administration of Exchange Server 2010.
• Strong understanding of HA, DAGs, CAS, Public Folder management as well as archiving and Unified Messaging.
• Coordinated Exchange Server 2010/2013 on Windows Server 2012 R2 and laptop/desktop/tablet/Smartphone migration for over 6,000 employees.
• Installed Symantec PGP Disk Encryption and CompuTrace on Acquired Entity remote user laptop Tablets, and Smartphones (Android and iOS) for enhanced data and device security.
• Implemented Symantec Endpoint Protection and Sophos Endpoint Protection for newly Acquired Entities IT Assets.

Independent IT Consultant

Confidential, Lusaka, Zambia

• Managed a server room of Windows Server 2008, Exchange Server 2010.
• Installed, configured, and conducted troubleshooting of Desktop/Laptops/Tablets Windows 7 Operating System.
• Managed and implemented moves, adds, and changes to staff workstations and peripherals.
• Implemented and monitored network activities with Wireshark, Nessus and Alien Vault.

IT Specialist

Confidential, Kigali, Rwanda

• Provided 1st and 2nd tier technical support: administered local IT systems, maintained IT Specialist mandated configurations, and ensured that all IT systems adhere to Peace Corps and US Government policy and practice.
• Managed Data Networks in a virtual and physical environment using Windows Hyper V, Server 2008 platform, in addition to Telecommunications. Managed Cisco PBX, Blackberry Enterprise Server (BES), Exchange Server 2010, Veritas Backup Exec, SQL Server 2008, Active Directory, PowerShell Scripts and GPO.
• Provided ad hoc and organized training to co-workers in various applications.
• Managed helpdesk services for 40 users and 175 Peace Corps Volunteers throughout Rwanda.
• Provided technical support to computer users of various levels of computer skills in a MS Office Suite environment, primarily managing applications such as ForPost (Finance), VIDA (Volunteer Database) and SharePoint.
• Provide user support and administration of mobile devices such as Blackberry and iOS.
• Managed and implemented moves, adds, and changes to staff workstations and peripherals such as multi-function printers, standalone/network printers, and scanners.
• Coordinated an overall IT refresh during the migration from Windows XP Professional to Windows 7 Enterprise with built-in BitLocker encryption.
• Performed assessments and vulnerability scans on IT systems utilizing Rapid7 Nexpose. Certified whether or not the assessments met predetermined security requirements. Provided recommendations on resolving vulnerabilities.
• Provided security support for corporate security initiatives such as intrusion detection, virus and malicious code protection, operating systems, configuration or hardening, networking, and firewall administration, including firewall upgrades processes, and network design and placement.
• Notified the appropriate IT operations group on vulnerabilities within their systems and security alerts that could affect the systems they managed, and provided recommendations on mitigating or removing vulnerabilities.
• Managed server administration for Windows Server 2000/03/08

IT Manager

Confidential, Kigali, Rwanda

• Proactively coordinated, troubleshot and maintained network WAN/LAN devices (VSAT, PABX, Voice over IP, HP and Dell Servers, Desktops/Laptops PCs and MACs, Routers, Firewalls, Switches, Printers, and Wireless Routers).
• Managed Exchange Server 2003/07, SQL Server 2005/08, McAfee Group Shield Version 7 for Exchange Server 2003. File and Print Server, Firewall Server ISA Version 2004, Active Directory, Group Policy, DNS, DHCP, WINS, FTP, SFTP, IIS, SSH, Outlook Anywhere (RPC over HTTPS), OWA, Windows XP, Vista, Windows7 and Windows Server 2003/2008.
• Managed and implemented moves, adds, and changes to staff workstations and peripherals such as multi-function printers, standalone/network printers, and scanners.
• Supervised and coordinated the work of Assistant IT Officer and Interns.
• Trained staff and provided guidance to senior management in all IT areas for the program.