Information Technology Specialist / Sys Engineer / Sys Admin

Terry H. Hayes Jr.

***** ****** ***** **. **** Washington, MD 20744

Phone: H 301-***-**** or C 301-***-****

Desk 703-***-****

Email: *****.*******@*****.***

Security Clearance: Active Secret

PROFILE

Information Technology Specialist with an outstanding service record of

providing 13 years of IT support and administration to several agencies

throughout the Federal Government and Private Industry. Extensive

experience in evaluating and or resolving trouble tickets, problem reports,

request for service via email or telephonically. Provide information based

on situation awareness, technical trends and mass preemptive technological

issues in accordance to Standard Operating Procedures. I have demonstrated

experience in a wide range of hardware and operating systems and complete

software life cycle for large and small systems, including installation,

configuration, and maintenance and troubleshooting. Experienced in IT

Service Management handling several organizational IT issues and within

these organizations monitored environmental systems supporting hardware and

critical systems.

Expertise

. IT Costumer Service Support: Main function supporting the U.S Coast

Guard at the Enterprise level. Resolving server issues for all IT

servicemen within the U.S Coast Guard. Responsible for the day-to-day

activities that occur on an EMF shift, including real-time monitoring

of the production network equipment, and servers using various

monitoring tools. Perform administrative and troubleshooting functions

on production network applications, equipment, servers, and circuits.

. System Administration: Main functions provide administration and

support of all U.S Coast Guard SIPR Net enterprise application and

data server assets. Execute user account moves, domain controller

promotions and demotions, mailbox merges, deletions, software update

installs, and mailbox restores. Perform server, laptop and workstation

post- installs, builds and configurations. Diagnose and resolve level

4 hardware and software issues by implementing, maintaining, managing,

troubleshooting, patching and repairing for service functionality.

Professional Experience

General Dynamics (9/2011-Present): Tier 4/5 Administrator/ System

Administrator for the U.S Coast Guard.

Customer Support

. Respond to calls for service, emails, trouble tickets, and

customer/management requests.

Communications and Technology

. Responsible for developing and implementing Virtualized Host Servers

housing a multitude of virtualized servers that function as Domain

Controllers, Exchange Servers, File, Print, and Application Servers

and WSUS Servers using Hyper V and VMWare with Windows OS 2k3, 2k8 and

2k8 R2.

. Tier 4/5 duties with Active Directory ranged from the handling of FSMO

Roles, Removing Lingering Objects, Metadata Cleanups, DCPromo's and

Server demotions to User and Site permissions and GPO editing.

. Function as a primary team member on projects.

. Perform Windows 2003/2008 Server Operating System installations,

patches, and upgrades.

. Monitor and maintain system operation files and logs and system error

logs.

. Install firmware upgrades and configure and implement backup client

software.

. Monitor system performance and tune to optimize usage of system

resources using SCOM and WUG.

. Performed Quality Assurance & Configuration Management (QAC) review

process per ITIL standards for continuous process improvement on

enterprise deliverables from Senior Architects in the engineering

division.

. Symantec and/or McAfee Antivirus maintenance and upgrades. Perform

routine Backups using Backup Exec 2010.

. Utilized VMWare VCenter to build, test and configure virtual machines

to include Windows 2008R2 Servers, and Windows Vista Enterprise

workstations.

. Develop and maintain documentation for the EMF Knowledge Base

. Duties included reviewing Engineering Change Requests (ECR's) for

Exchange 2010 and 2003 based on Exchange Risk Analysis Program (EXRAP), Group Policy changes using Advanced Group policy Management (AGPM),

Active Directory configuration changes including DISA CCRI findings

and Active Directory Risk and Analysis Program (ADRAP) findings.

Performed these reviews for both un-classified and classified networks

using a cloud based testing environment built in VMware VCenter.

. Accessed virtual domain controllers, and enterprise function servers

to accomplish QAC review process.

Apex Systems (2/2010-9/2011): Tier 4 Team Lead/ System Administrator for

Navy/Marine Corps Intranet.

Customer Support

. Experience in receiving, tracking, updating, resolving, and closing

tickets though the software application Remedy; tracked and managed

resolution of software, hardware, and network deficiencies on

customer's behalf.

. Resolved customer issues remotely using tools specified on the NMCI

Network (i.e. Net meeting, DAMEWARE, Remote Desktop, and Tivoli);

recognized and diagnosed software and hardware dysfunction.

. Ensured that high quality standards were maintained for all customer

interactions and issue resolutions.

. Installed, configured, troubleshot, tested and resolved problems such

as software applications and peripheral devices associated with

network operating systems (Windows XP and Windows Vista).

. Ability to work with other organizations within the NMCI Network to

resolve customer facing issues that fall under the service level

agreements and the guidelines of the contract.

Procurement

. Managed hardware and software purchasing/ordering for all IT contracts

and installations.

. Managed inventory.

. Conducted cost and product analysis for new hardware, including

selecting the best options and prepared purchase orders.

. Coordinated deliveries and return estimates.

Management

. Team Lead managing a staff of five employees.

. Provided training and coaching for employees.

. Assigned work, reviewed work performance, and provided feedback

K-Force (2/2008 - 1/2010): Tier 3 Desktop Administrator Tier 3 Support for

USAF

Customer Support

. Provided direct support to approximately 2500+ users in regard to

computers, VoIP phones, software applications, hardware, and

peripherals.

. Provided routine and emergency support to end users in order to ensure

continued employee communication and productivity.

. Responsible for supporting problem resolution, call ownership, ability

to resolve issues in a timely manner, and performed on site resolution

when necessary in a multiplatform environment.

. Responded to and resolved problem tickets opened on hardware and

software within established guidelines and timeframes.

. Managed internal request for system issues or enhancements by

prioritizing issues, communicating status to affected parties, and

updating the Remedy Database.

Tier 3 Exchange Administrator; Administrator Tier 3 Support/Tier 3 Rights

for Department of Homeland Security.

Procurement

. Conducted research on emerging products, services, protocols, and

standards in support of systems software procurement and development

efforts.

. Recommend, scheduled, and performed software and hardware

improvements, upgrades, patches, reconfigurations, and/or purchases.

. Assisted in the developing and recommending hardware/software

solutions, configurations and standards for network servers.

. Practiced network asset management, including maintenance of network

component inventory and related documentation and technical

specifications information.

Communications and Technology

. Managed and maintained Windows 2000/2003 Active Directory Forest

hosting departments with over 5000 users.

. Supported and administered two separate 'Two Nodes' Microsoft Exchange

2003 Server Cluster, with over 5000 mailboxes.

. Managed end user accounts, permissions, access rights, and storage

allocations in accordance with best-practices regarding privacy,

security, and regulatory compliance using Active Directory 2003.

. Anticipated, mitigated, identified, troubleshot, and resolved hardware

and software problems on servers, input/output fleet, and

workstations. Escalated incidents if necessary.

. Reviewed and maintained network and systems logs. Maintained and

enhanced system documentations.

. Diagnosed and performed network administration, maintenance, and

monitoring.

. Performed server and security audits, system backup restore

procedures, and other recovery processes in accordance with the

company's disaster recovery and business continuity strategies.

. Ensured the integrity and security of enterprise data on host

computers, multiple databases, and during data transfer in accordance

to business needs and industry best-practices regarding privacy,

security, and regulatory compliance.

I-Tech (7/2006 - 1/2008): Tier 3 Administrator/ System Administrator;

Administrator Tier 3 Support/Tier 3 Rights for Navy/Marine Corps Intranet.

Customer Support

. Resolved escalated tickets from Tier I, over the telephone, via email,

or other communication modes within a wide area of product

functionalities.

. Installed, configured, troubleshot, tested and resolved problems such

as software applications and peripheral devices associated with

network operating systems (Citrix, Windows 98, NT/2000 and Windows XP

Professional).

. Resolved customer issues remotely using tools specified on the NMCI

Network (i.e. Net meeting, and Tivoli); recognized and diagnosed

software and hardware dysfunction

Communications and Technology

. Implemented, maintained, and managed Windows XP Professional, 2000,

and NT workstations.

. Utilized Active Directory to reset administrative passwords, associate

user rights, and associate programs to customer workstations; provided

Server Data Backup using SQL Servers.

. Knowledge of computer languages HTML, JavaScript, Visual Basic, and MS-

DOS.

United States Army (12/2000 - 12/2005): Information Technology /

Communications Specialist (Computer and Satellite Based)

. Installed, configured, and monitored local and wide-area networks,

hardware and software.

. Compiled, entered, and processed information; integrated signal

systems and networks.

. Provided customer and network administration services such as

passwords, electronic mail accounts, security, and troubleshooting.

. Installed, operated, and maintained designated satellite radio and

data distribution systems.

. Performed maintenance on authorized signal equipment and associated

electronic devices.

. Provided training and technical assistance to users of Signal

equipment.

. Assisted in constructing, editing and testing computer system

programs.

. Conducted data system studies and prepared documentation and

specifications for proposals.

Education

. AA Degree, Information Technology, TESST College of Technology,

2006[pic]

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