Name: Ann M Rowley

Summary:

I have served as a skilled and customer-focused Field Service Representative, as well as supported other NETCOM/CECOM/DEVCOM/C5ISR Divisions/Branches with I2WD, ECBC, ARL, & APG BRAC customers over the last 24 years. Demonstrating a proven past performance history regarding information Security processes and awareness, as well as providing exceptional support and troubleshooting solutions. Adept at maintaining and repairing complex technical systems, ensuring optimal performance and client satisfaction. Proven track record of exceeding service-level agreements and consistently delivering outstanding results. Strong problem-solving abilities and a keen eye for detail, enabling accurate diagnosis and resolution of issues. Furthermore, I hold a current TS/SCI Security Clearance, as well as a Security + (A +/MCITP/ITIL/HBSS/ENS HBSS) certification and possess the required skill set to be a good fit in a position here.

Clearance:

Granted a Top-Secret Clearance with SCI.

An SBPR investigation closed 06/11/2013, adjudicated by the DoD CAF.

Education:

Papillion La-Vista Senior High School, Papillion, NE - High School Diploma

From Aug 1993 to May 1997

Experience:

MAG Aerospace, Aberdeen Office – Field Services Representative

From Sep 2023 to Current

Updating and troubleshooting Eclipse Sys6305 PR Chassis.

Logistics tracking of spares and status of repairs in work.

Diagnostic testing, including cable sweeps and power checks of the chassis systems.

Ability to follow documented test procedures.

Updating SOP and test documents when new requirements are formed.

Working with minimal (remote) supervision in a lab environment.

MAG Aerospace, Aberdeen Proving Grounds – System Administrator/Cyber Security

From Jul 2020 to 2023

Aaski Technology Inc. was bought and absorbed with MAG Aero, job position and Customer remained the same.

Develop and maintain the image baselines for Windows Servers that provide backbone services.

Administer and expand on Domain services.

Develop and maintain SQL databases utilized by the backbone services.

Support the development and improvement of non-Domain services administered by other personnel including McAfee, ePO, DISA, ACAS, WDS, ACCM/WSUS.

Research, recommend, and develop a configuration management system for the backbone and workforce laboratories.

Research, recommend, and develop resiliency processes including backup.

Secure configuration and maintenance of servers, workstations, and services to applicable DISA STIGS and Checklists.

Aaski Technology Inc., Aberdeen Proving Grounds, MD – System Administrator/Cyber Security

From Nov 2017 to Jul 2020

Develop and maintain the image baselines for Windows Servers that provide backbone services.

Administer and expand on Domain services.

Develop and maintain SQL databases utilized by the backbone services.

Support the development and improvement of non-Domain services administered by other personnel including McAfee, ePO, DISA, ACAS, WDS, ACCM/WSUS.

Research, recommend, and develop a configuration management system for the backbone and workforce laboratories.

Research, recommend, and develop resiliency processes including backup.

Secure configuration and maintenance of servers, workstations, and services to applicable DISA STIGS and Checklists.

CACI Technology, Inc., Aberdeen Proving Grounds, MD – LAN Administrator II/Alternate TCO/Senior TASM/Blackberry Enterprise Server Administrator/HBSS Admin/DEPO Management Portal Administrator/VEC Administrator/DMUC Trusted Agent/iPhone Coordinator.

From Apr 2013 to Nov 2017

Performs initial support to all I2WD users and VIP customer escalated issues.

Have a proven track record of providing high quality, professional customer service.

Work high volume of Service Desk technical issues to completion.

Install, troubleshoot, repair, and instruct users in personal and network computers. As well as peripherals, such as printers, scanners, smart card readers, and mobile devices.

Diagnose and repair hardware/software/network related issues for computers, local printers, network printers and scanners.

Leveraged the STIG viewer to verify deployed assets had zero CAT I vulnerabilities and minimum CAT II.

Coordinated with I2WD System Administrators and Desktop Technicians to mitigate all CAT I STIG findings.

Worked with INSCOM to add applications to the software whitelist for Windows App-Locker

Coordinated with ARCYBER to create exception to McAfee HIPS policy for software with an approved Army CoN that was being blocked.

Developed a written step-by-step process for I2WD technicians on how to install I2WD issued external wireless adapters that were being blocked by HIPS.

Perform technical functions such as technical inspections of hardware, user and server account management, password resetting, create images, provide users and technicians support, create alerts to notify team of known issues and outages.

Performed on-demand transferring and/or backing up of User data as required. To include backups of all SANs maintained in house.

Performed system analysis, software and tools evaluation and standard operating environment image creation against the DoD CoN approved software lists and other AGM resources.

Consistently corresponded with fellow System Administrators to ensure the successful setup of new User Accounts and all DoD IA compliance required for Network access within the I2WD Network infrastructure, AT&CTS.

Utilized ACAS to ensure all deployed assets with the I2WD enclave were fully patched and network compliant prior to deployment.

Extensive work in the DEPO Management Portal. Giving me detailed access to User mailbox configuration, to report any abnormalities, update incorrect information, moderate incorrect configurations, and schedule de-provision of DEE mail access as required.

Assisted the Information Assurance (IA) Branch by manually applying security updates and patches to VIP and mission critical systems to maintain compliance as well as minimizing any down time. Process new patching utilizing Shavlik, with up-to-date DoD approved patches or Service Packs, and policies. As well as minor technical writing for required SOP creations, and change management requirements.

STG, Inc., Aberdeen Proving Grounds, MD. - Tier II Service Desk Administrator / SIPR Support Technician / Assisting System Administrator Accounts Management

From Mar 2011 to Apr 2013

Supporting 2000+ user on Aberdeen Proving Grounds EA.

Performs initial support to all ECBC users and VIP customer escalated issues.

Have a proven track record of providing high quality, professional customer service.

Work high volume of Service Desk technical issues to completion.

Install, troubleshoot, repair, and instruct users in personal and network computers. As well as peripherals, such as printers, scanners, digital cameras, smart card readers, and modems.

Team Lead in charge of Accounts Management for the complete ECBC User base. Including, but not limited to, accounts creation of computer access-student access-SIPR access/accounts deletion of computer access-student access-SIPR access/account transfers of computer access-internally between Organizations-externally between Installations. Grant User access to Network Shared Drives\SharePoint access\Distribution access. To also include generation AKO accounts and DISA mailboxes.

Team Lead in charge of all printer maintenance support. Primary contact with contracted printer technician, covering all purchases of toner, printer repair requests, from submission to completion.

Diagnose and repair hardware related issues for computers, local printers, network printers and scanners.

Perform technical functions such as system analysis, user and server account management, password resetting, evaluate software and tools, create images, provide users and technicians support, create alerts to notify team of known problems, update drivers, patches, software, etc.

Performed on-demand transferring and/or backing up of User data as required.

Traveled to remote customer locations to provide mission critical services and support.

CACI International, Inc., Aberdeen Proving Grounds, MD. - Tier II Network Administrator / APG & C4ISR BRAC Support Team Technician

From Jul 2008 to Mar 2011

Embedded BRAC Support Technician with CECOM-SEC at Eagle Point, for primary migration support of all 400+ Users on location.

Provided mission critical support for remote C4ISR/CECOM users outside of APG North/South Campus.

Performed initial support to BRAC Users transferring to APG from FT. Monmouth.

Transferred and/or backed up user data as required. Trouble shot and resolved hardware/software PC and printer problems.

Utilized Computer Associates Uni Center (R12) to enter hardware/software related issues.

Maintained Help Desk Mailbox, which included creating customer incident tickets, change orders, service requests and responding to emails.

Performed system analysis, software and tools evaluation and standard operating environment image creation.

Performed technical functions such as user and server account management, password resetting, provided support to users and junior technicians, creating alerts to notify team of known issues/outages, driver updates, patches, software, etc.

Consistently corresponded with fellow System Administrators to ensure the successful setup of new User Accounts and computers.

Assisted the Information Assurance (IA) Branch by manually applying security updates and patches to VIP and mission critical systems to maintain compliance as well as minimizing any down time.

Monitored all machines for IAVA’S.

Performed initial Helpdesk support for 3500+ DOIM\NEC customers, while maintaining over 70% first call resolution.

Diagnosed and repaired hardware related issues for computers, local printers, network printers and scanners.

Performed essential data backup and recovery for government end users and VIP clients.

Maintained version control and Network compliancy for the approved APG/FT Monmouth image.

Skills/Certifications:

MCITP - MICROSOFT CERTIFIED IT PROFESSIONAL & WINDOWS 7

CONFIGURATION & ADMINISTRATION (MICROSOFT) 07/15/2011

Microsoft Certified Technology Specialist – CED Solutions 07/15/2011

COMPTIA A+ - (COMPTIA) 01/15/2010

COMPTIA Sec+ - (COMPTIA) CE 06/15/2012

ITSM Foundation 2011 ITIL – STG Inc. 11/28/2012

DISA ACAS Version 5.3 (2016) 01/12/2018

DISA HBSS Administrator (201) ePO5.1 Course (2014) 06/02/2015

DISA HBSS Advanced (301) ePO5.3 Course (2016) 03/31/2017

DISA HBSS Advanced Analyst (501) Course (2015) 01/18/2018

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