Objective

A position allowing demonstration of Customer Relationship Management, ITIL Foundation, Problem solving, Project Management and Systems Integrator skills, proven by 16 years of successful employment.

Profile

Motivated, personable business professional with a background in Information Technology, offering an over 16 year track record of mission success. Quick learner dedicated to understanding how systems work. Innovator, always seeking ways to improve systems, processes, and services. Diplomatic and tactful with all people, at all levels, at all times.

Flexible and versatile – able to maintain a sense of humor under pressure. Provide a “can do” attitude to accomplish objectives. Poised and competent with demonstrated ability to easily transcend cultural differences. Thrive in deadline-driven environments. Excellent team-building skills.

Skills and Qualifications Summary

Active Directory

Windows Suite

Field Troubleshooting

Customer Relations

Windows Server 2003 and 2008

Problem Solving

Microsoft Visio

Security Conscious

Systems Analyst/Integrator

Attention to detail

Remote Troubleshooting

Education and Certifications

CISCO CCNA

COMPTIA PROJECT+ CERTIFICATION

COMPTIA SECURITY+ CERTIFICATION

FOUNDATION CERTIFICATE IN IT-SERVICE MANAGEMENT, ITIL

CERTIFICATE, BICSI INSTALLER LEVEL1

BACHELOR OF SCIENCE, INFORMATION SYSTEMS MANAGEMENT, 24 CREDIT HOURS REMAINING

PREPARING FOR PMP CERTIFICATION

Professional Experience

Communication: Reports/management/TECHNOLOGY

Prepared proposals for installation of new systems.

Prepared Statement Of Work (SOW) for installation projects.

Prepared status reports for project managers and customers.

Prepared weekly status reports.

Communicated with customers and management via email, providing a record of items discussed for future reference.

Used Siebel, Enterprise Resource Management software, to resolve trouble tickets, report hours worked, and order parts.

Customer Service/ANALYSIS/Problem Solving

Maintain the security and privacy of client assets and information.

Always meet or exceed customer expectations.

Develop and nurture strong relationships and trust with customers at all levels of the organization.

Perform all tasks with the customer’s interests at heart.

Adhere to high quality standards.

Responsibilities

Monitor servers

Create user accounts

Supervise a team of ten

Host weekly meetings

Brief senior leadership

Integrate new or existing technologies into existing systems.

Define requirements to meet customer’s business objectives.

Work with contractors, government employees, and team members to coordinate activities in support of projects.

Develop and / or update system and infrastructure drawings.

Perform site surveys.

Create Bill Of Materials (BOM).

Maintain hardware at local and remote sites.

Provide video teleconferencing support.

Respond to trouble tickets submitted by users.

Provide remote troubleshooting and assistance.

Personal Experience

Remote troubleshooting using LogmeIn.com

Build Linux and Windows desktops, laptops, and servers

Build virtual machines using Virtual box and Hyper V

Image disk drives using Norton Ghost or the Ultimate Boot CD (UBCD)

Recover data with Get Data Back and Kali Linux

Employment History

8/14 - Present - BAE Systems - Chicago, IL

Senior Systems Administrator

Monitor servers. Create and modify user accounts within active directory. Perform daily systems checks. Develop SOPs for mission critical tasks. Coordinate support from Tier III administrators. Submit and respond to trouble tickets.

11/13 - 8/14 - BAE Systems - Seoul, Republic of Korea

Desk Side Support Lead

Supervise a team of ten systems administrators. Attend executive level meetings. Host weekly team meetings. Brief senior leadership. Monitor ticket queue and strive to maintain metrics. Respond to trouble tickets. Manage customer expectations. Work with customer to stay within SOW guidelines. Coordinate support from outside organizations. Manage priorities and schedule tasks based on those priorities.

5/11 - 11/13 - BAE Systems - Seoul, Republic of Korea

Network Analyst / Project Manager

Integrate new and or existing technologies into existing systems to include voice, data, audio, and video systems. Conduct or participate in the research, design and development of information processing hardware and or electrical components, mechanisms, materials, and equipment or processes. Define requirements for hardware system architecture and evaluate performance. Perform network and infrastructure planning and design, network installation, and limited project management. Work with stakeholders to coordinate activities in support of installation projects. Develop and / or update detailed drawings ensuring compliance with commercial, technical, IA standards and project requirements. Provide site surveys, develop Bill of Materials, stage materials, participate in installations, and ensure the installations are performed and meet applicable codes. Coordinate with outside agencies to obtain support for projects.

2/06 – 5/11 - GENERAL DYNAMICS I T – Seoul, Republic of Korea

Hardware Engineer

Integrate new and or existing technologies into existing systems to include voice, data, audio, and video systems. Conduct or participate in the research, design and development of information processing hardware and or electrical components, mechanisms, materials, and equipment or processes. Define requirements for hardware system architecture and evaluate performance. Perform network and infrastructure planning and design, network installation, and limited project management. Work with stakeholders to coordinate activities in support of installation projects. Develop and / or update detailed drawings ensuring compliance with commercial, technical, IA standards and project requirements. Provide site surveys, develop Bill of Materials, stage materials, participate in installations, and ensure the installations are performed and meet acceptable codes. Responsible for maintaining customer hardware at local and remote sites throughout the Republic of Korea. Provide Video Teleconference Support on Tandberg and Polycom systems for flag officers as required. Respond to trouble tickets submitted by users for problems ranging from no display to Windows Operating System failures.

12/04 - 1/06 - NORTHROP GRUMMAN IT – Osan A.B., Republic of Korea

Infrastructure Engineer

Responsible for evaluating customer premises for alarm system installation. Responsible for designing and implementing proposed alarm system. Install, test, adjust and troubleshoot system and associated equipment. Read and interpret sensor wiring diagrams. Provide specifications and diagrams as necessary to users. Coordinate and supervise layer 1 installation. Provide end-user training on installed systems features and functionality. Maintain current knowledge of relevant hardware. Continue efforts to improve existing methods of installation. Also responsible for designing, testing, training and implementing these solutions for various Department of Defense (DOD), Federal, and Local government, and commercial companies. Areas of expertise include; Protected Distribution Systems, Intrusion Detection Systems, layer one infrastructure, designing cabling solutions which run on wide area networks (WAN) and local area networks. Provide daily status reports to project managers. Experience with the following: Infrastructure design and implementation, Telephone technologies, using inside and outside plant practices and standards, and Local Area Network cable technologies such as Ethernet, Token Ring, with detailed knowledge of the physical media and equipment associated with each. Detailed infrastructure design knowledge and experience with fiber optic distribution systems including system design, installation, and termination practices and principles.

11/00 – 12/04 - NORTHROP GRUMMAN CMS – USAG Humphreys, Republic of Korea

Field Service Engineer

Perform maintenance, inspections, troubleshooting, repairs and modifications on Aerial Reconnaissance Low – Multifunction (ARL-M) platform. Assisted with aircraft LAN upgrade. Assisted with installation of ARC – 231 radio set. Integral part of a team that maintained better than ninety percent overall mission readiness. Perform general maintenance and troubleshooting of WESCAM Mx-20 sensor. Perform preflight checks of mission equipment. Perform post-flight recovery of aircraft. Maintain a good working relationship with customer. Provide troubleshooting and assistance to operators over secure voice radio. Troubleshoot and maintain Versa Modular Eurocard (VME) workstation. Fabricate various cables to provide interconnectivity of equipment. Submit requests for new equipment to improve working conditions and efficiency.

6/98 – 11/00 - MANTECH TELECOMMUNICATIONS AND INFORMATION SYSTEMS CORP. – USAG Humphreys, Republic of Korea

Senior Computer Systems Specialist

Performed Brigade Network Operations Center (NOC) move. Perform maintenance, inspections, troubleshooting, repairs, and modifications on AN/TSQ-190 Trojan Spirit II system and the components of the local SSP-S to include Unix based workstations, Communications Network Servers (CNS), Local Area Networks, satellite antenna and associated equipment, and satellite communications equipment. Perform limited troubleshooting as needed on Very Small Aperture Terminal (V-SAT). Use test equipment to diagnose and troubleshoot system. Train soldiers on operation and troubleshooting of Trojan Spirit II. Order necessary repair parts. Document work done on an automated 2407 (Maintenance Request Form) and in monthly reports. Create cables necessary to provide serial or network connectivity for the SSP-S and Ground Component Command – Tactical Control and Analysis Element (GCC-TCAE) networks.

6/93 – 6/98 - U.S. ARMY

Microwave Systems Operator / Maintainer

Wire, maintain, monitor and troubleshoot patch and test facility circuits. Work with users to ensure point to point connectivity. Troubleshoot Cisco routers and Integrated Digital Network Exchange (IDNX). Maintain and operate diagnostic equipment. Maintain a log of daily activities, all equipment turned in. Inventory and maintain accountability of all hand tools to ensure functional use of equipment. Inventory communications security devices and information. Performed maintenance, inspections, troubleshooting and operation of mobile telecommunications equipment. Performed as a field service technician for telecommunications equipment. Engineered various cables for mobile telecommunications equipment. Supervised, trained and evaluated four mobile telecommunications technicians. Ordered, removed, and replaced parts for equipment found to have any defects. Reported quality deficiency on new parts, saving the company $20,000. Trained technicians in systems operation and maintenance. Provided in-field service on mobile satellite communications equipment. Developed new equipment testing procedures.

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