Engineer Support

MARK McCLELLAND

Career Profile

Senior System Engineer / Windows Administrator / Mobile Device Support Specialist

Information Technology professional with expertise in the data processing industry supporting multiple full life cycle development efforts. Experience includes participating in all aspects of the HP/EDS System Life Cycle methodology; information planning, definition, analysis, technical design, business design, construction, testing, implementation, and production support. Recognized for outstanding customer service and Help Desk support.

Key Attributes

Administrator: Served as both a Blackberry Administrator and Handheld GOOD Administrator in a Production environment for several years supporting both blackberry and iPhone/iPad Handheld devices. Also worked as an IMS, DB2 and SQL Server Data Base Administrator (DBA) for numerous systems. Consistently exposed to current technology implementations such as web applications through comprehensive technical training.

Windows System Administrator: Served as one of several Windows Administrators as Tier III support for a large Network Infrastructure with Windows 2000/2003 and 2008 R2 Servers supporting numerous applications. Tier I and II Help Desk escalated trouble tickets to our group for trouble shooting and solving Windows Servers issues. Helped support all Network Infrastructure Servers including Exchange, File Clusters, and Active Directory, as well as monthly maintenance security and upgrade patching for all Windows Servers.

Information Specialist: Performed analysis, requirements gathering, and used case tools such as ICASE to start new projects. Responsible for the development, implementation and production support of numerous systems in both the mainframe and client server environments. Led and mentored system engineers in full life cycle development.

System Engineer: Served as the key production and implementation manager on several efforts. Completed projects from start to end using JAD sessions with customers. Served as Technical Team Lead on multiple systems migrating to production. Ability to step in and learn any new Windows or COTS application, configure, test /pilot and finish by implementing into a production environment.

Professional Experience

DMI (digital Management Inc.) (August 2014 – Present)

Office of the Comptroller of the Currency

CLEARANCE

Active Public Trust

Mobile Solutions Engineer

A member of the DMI Team that went to Office of the Comptroller of the Currency and implemented a new Mobile Refresh Project to replace approximately 3000 BlackBerry Devices with iPhones, iPads and Android Devices. Served as a member to setup security policies to be pushed to the Mobile Devices for customers during the enrollment process of their new Mobile device.

Worked in the Mobile Refresh Center during the first part of implementation to work with users at the OCC Headquarters building to return their BlackBerry device and help enroll their new iPhone or iPad devices using the Citrix XenMobile solution.

Worked as a Tier 3 Mobile Support Help Desk resolving Service Now tickets by contacting users to help them with issues enrolling/configuring/troubleshooting their new iPhone at the OCC. Answered calls for Tier 3 Help Desk to support all remote users as they moved from their BlackBerry Devices to their new configured iPhones.

Answered all calls to the Mobile Refresh Support phone during rollout of the new iPhones and iPad’s for remote OCC Users as well as provide any training and tips requested for their new Mobile Device.

Served as a team member to support VIP users at Headquarters which involved setting up a time to meet with them and visit them at their office to provide support enrolling their iPhone or iPad for the Mobile Refresh Project.

Became a part of the technical team and was responsible for setting up and running weekly Vulnerability Scans using Security Center for all the Windows and Appliance Servers that were in the AWS Cloud for the Mobile Refresh Solution.

Responsible for monthly Windows Patching of all Windows Servers in the AWS Cloud during the monthly Maintenance weekend outage. This included testing and documentation after all updates had been completed to assure there were no issues/problems.

Responsible for weekly Backups/Snapshots of all Windows Servers and Appliances supporting the Mobile Refresh Project located in the AWS Cloud.

Worked with the Technical team to support upgrades to Citrix Worx applications that were pushed and installed on the OCC User’s iPhone and iPad Mobile Devices.

Freddie Mac (October 2012 – August 2014)

Wireless and Desktop Services, Project Lead for all Wireless Projects

Worked as Tier 3 Support Help Desk resolving Remedy Tickets to install/configure/troubleshoot special applications required by the Trade Floor Personnel as well as other special groups with their Windows 7 laptops and desktops.

Resolved assigned Remedy Tickets for application installs that were escalated to our group from the Tier 1/2 Help Desk group.

Supported VIP Personnel whenever they needed any additional help or support with their Desktop or Laptops.

Taught On-Boarding classes for new employees to configure their new laptops and accounts as well as installed any additional software they may require for their particular position.

Responsible for the migration of 155 Nextel IDEN handheld/blackberry devices to Sprint CDMA/Android devices with the June 30th decommission of the Nextel IDEN Network. This was required for all the security, facilities and maintenance groups that work with the Sprint Push to Talk (PTT) network for continued communication.

Worked with both Sprint and AT&T Vendors to create a baseline for the current in house wireless solution to find any trouble spots.

Evaluations for new updated BlackBerry devices from both Sprint and AT&T to be offered to Freddie Mac employees.

Helped setup and lead a new COP (Community of Practice) Mobility Group that is responsible for setting strategy for the Next Generation of Freddie Mac Mobile devices as well as start the evaluation process of new MDM (Mobile Device Management) applications that would be required to manage Next Generation devices.

Part of the Desktop and Installation team to support users migrating from Windows XP laptops to Windows 7 laptops as well as all the manual installation of any special applications needed by different groups.

Worked with the Freddie Mac security team to setup a new GOOD profile to meet all Freddie Mac security requirements. This GOOD Profile is used on the Sprint Motorola Admiral and Torque Android devices to support all facilities, security and maintenance groups migrating from the Nextel IDEN.

EDS/HP (Feb 1981 – Sep 2012)

BlackBerry Administrator, GOOD Administrator, Windows System Administrator

HP Contractor supporting the ATF (Alcohol, Tobacco and Firearms)

Network Infrastructure (June 2003 – Sep 2012)

Initiated a mobile strategy for ATF using standard SLC practices: meeting with customer, gathering information and requirements and documenting findings.

Worked for approval to begin BlackBerry pilot with required groups such as CCB (Change Control Board) and EAB (Enterprise Architecture Board) at ATF.

Began a small pilot of 50 users, ATF executives and some agents.

Conducted training with OST Tier 1/2 Help Desk to help support BlackBerry Users.

Tier 3 Support for all incidents that could not be resolved by Tier 1/2 Help Desk.

Managed BlackBerry rollout and served as the BlackBerry Administrator responsible for five Production BES Servers supporting 3,900 BlackBerry Devices with RIM’s BlackBerry Administration Service (Version 5.0.3).

Responsible for migrating 3,900 users from BES Version 4.6.1 to the latest BAS Version 5.0.3 using the BlackBerry Transporter Tool between two Production environments.

Setup a Pilot supporting 177 iPad/iPhone/Android devices using GOOD technology so user’s could receive email, calendar, contacts, secure browser and file attachments on their iPad’s/iPhones in a secured application on the device.

Setup the policies for using the MDM (Mobile Device management) from the GOOD GMC (Good Mobile Control) console using one GMC Server (version 1.3.3.190) and three GMM Servers (Version 6.3.2.35) to support security on the iPad/iPhone devices.

Helped setup an Airwatch Server (version 5.16.1.0) for supporting MDM policies to the iPad devices to use as a comparison.

Supported the ATF Windows Environment as one of five Windows Systems Administrators applying monthly security and upgrade patches to over 100 application Microsoft Windows 2000, 2003 and 2008 servers.

Supported network file clusters, exchange servers, VMware servers, Citrix servers, and set user permissions to personal and common network shares.

Responsible for updating daily windows remedy tickets to address any application and user’s issues at ATF. On call for a week at a time every month to support any on call evening and weekend issues.

Senior Information Specialist

EDS - Rockville Solution Center,

Order Audit Tracking System Account (May 2002 – June 2003)

Developer/Production Support for OATS, an integrated audit trail system developed by the NASD for capturing Order Events from all NASD firms to perform surveillance of the NASDAQ market. OATS is one of the largest systems at NASD.

Responsible for the daily Production support on all aspects of OATS, including trouble shooting problems with Web Interface, UNIX Sun Solaris FTP servers and the UNIX Sequent Dynix Application Servers.

Responsible for interacting with both the customer, firms and help desk to solve any ongoing production problems.

Provided assistance to OATS users by answering questions and supplying special ad-hoc queries/reports.

Performed development, coding and testing work for both the front end and back end applications by completing maintenance SCR’s that are assigned for quarterly/emergency releases.

Wrote Korn Shell scripts in Unix and Ad hoc Java programs to help monitor the OATS application.

Senior Information Specialist

EDS - Rockville Solution Center,

Central Registration Depository Account (June 2000 – May 2002)

Technical lead at NASD for the CRD/IARD project, one of the largest Web based application systems in the U.S. using Visual Basic 6.0, XML\XSL, ASP, Windows 2000, C/C++, Shell scripts and Oracle 8i database(s).

Served as the technical lead for 10-15 developers who were responsible for ongoing maintenance of CRD and the development and implementation of a new application called IARD, successfully implemented in January 2002.

Managed the Renewals project on CRD that comprised of a team of 5 developers. Execution of Renewals was very successful resulting in compliments from the customer.

Senior Information Specialist

EDS – Census 2000 Project, Boulder, CO (March 2000 – June 2000)

DBA for SQL Server 7.0 and Sybase databases for nationwide call centers.

Supported a tiger team mission to help meet critical deadlines for the Census.

Responsible for maintenance, backup and configuration of 26 SQL Server 7.0 databases located across various Census call centers. Census data would be sent daily to one large Sybase database located in Plano, Texas.

Performed replication, backups and exports of two servers in two states daily.

Responsible for backing up the entire server and shutting it down at a specific site once the project was completed.

Senior Systems Engineer/Consultant)

EDS – HUD, Washington D.C. (September 1999 – March 2000)

Led test and development teams during the development of a web-based prototype for tracking FAA loans as well as responsible for the development of Sybase databases and quality control for new releases, systems upgrades and configuration changes.

Senior Systems Engineer

EDS – Cotton Account, Kansas City, KS (May 1999 – September 1999)

Worked on the COTTON support team in Herndon, Va. developing a Visual Basic project that interacts with a DB2 mainframe. Responsible for writing the DB2 stored procedures for the Visual Basic component interaction with the DB2 database for all SQL inserts, updates and deletes.

Senior Systems Engineer

EDS – LAN/WAN/Voice (March 1999 – May 1999)

Assisted team in Kansas City, KS in the consolidation of multiple data sources into one central repository.

Senior Information Engineer

EDS – National Labor Relations Board, Washington D.C. (April 1997 – March 1999)

Led a group of 15 - 18 System Engineers for the implementation of the Case Activity Tracking System (CATS). Responsible for all technical tasks performed prior to Production in the first region (Kansas City) in September 1998 as well as design and development of the CATS system using Delphi 3.1, SQL Server 6.5, and NT Server 4.0.

Senior Technical Team Lead

EDS – Department of Education, Arlington, VA (May 1996 – April 1997)

Technical Team Lead for 10-15 System Engineers for the the Loan Consolidation Project. Performed tasks prior to Production on September 19 in Plano, Texas with Production support from Montgomery, Alabama.

Consulting Internship

EDS – Department of Education, Arlington, VA (January 1996 – May 1996)

Technical Consultant with Consultant group (GCS) for a re-engineering proposal for the Department of Education (DOE)/Student Loan Reconciliation process.

Senior Systems Engineer Training

EDS – Technical Consulting Program, Plano, TX (August 1995 – December 1995)

Participated in hands on work for the 14 week Technical Consulting Program with EDS: Internet web page building through HMTL and Pearl, Visual Basic and SmallTalk applications; also worked with a number of case tools.

Senior Systems Engineer

EDS – CORN Account, Herndon, VA (October 1992 – August 1995)

Helped determined the CICS solution for the conversion of Data General application programs to an IBM CICS environment for the FAA, helping to develop a Model CICS Solution that could be copied to each of the other individual systems that were being converted for the FAA. Other Solution Centers used model for the conversion of the systems they were responsible for. Traveled to Dublin and Rio for a period of six months each to help assist other Systems Engineers deploy the CICS solution.

Education / Training

James Madison University Bachelors of Science, Business Administration

Management Information Systems, Management

EDS Technical Consulting Program, Plano, TX .

Fastrack Technical Training Program, October 1998 - March 1999

Six weeks of internal EDS instructional classes and six weeks of studying to pass

the Microsoft Certification exams and become a Microsoft Certification Systems Engineer (MCSE).

Completed 4 core requirement exams and studying for the last two elective exams,

currently a Microsoft Certified Professional.

Citrix Certification Designing, Deploying and Managing Citrix XenMobile Solutions.

COMMUNITY INVOLVEMENTS

Dog Fostering (2002-Present)

The Rainbow Place (2003-Present)

Floris Elementary Mentor (1995-1999)

LinkedIn Profile

http://www.linkedin.com/pub/mark-mcclelland/0/b28/578

15000 Dufief Drive • North Potomac, MD 20878

202-***-**** • adiixl@r.postjobfree.com

Mark McClelland 202-***-****

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