Engineer Customer Service
Resume:
Jessie L. Peoples
Clinton, MD 20735
Security Clearance
. Active Top Secret Security Clearance - 5-year periodic review (PR) was
completed on 4/2008)
. CI Polygraph (Counterintelligence ) (CI polygraph completed on
10/2005)
Professional Profile
Technical/Business / Managerial
. Over 16 Years of experience in Information Technology.
. Excellent communicator and cross-functional team leader.
. Skilled in full lifecycle IT Project Management leading teams and
orchestrating resources to ensure successful delivery of all project
milestones, from initial requirements gathering through development,
test, implementation, and ongoing support.
. Personnel Management
. Business Development
. Proven track record of outstanding solutions architecture, design, and
implementation
. Proven capability in contract management for small and medium
contracts.
. Senior level understanding of requirements for large global scale
architectures.
. Demonstrated ability with managing contract deliverables, budget and
providing customer interface.
. Experienced with drafting RFP, RFQ and RFI responses.
. Experience working collaboratively and leading multi-disciplinary
teams.
. Demonstrated ability to provide technical explanation and direction
through white-paper
development.
. Proven leadership skills in multiple areas; including task, project,
contract and corporate levels.
Education
University of Maryland (UMUC), Master of Business Administration,
(MBA),Expected Graduation 12/2010 Strayer University, Bachelor of Science,
Computer Networking (BS-CN), 2006
Austin Community College, Business Administration, 1993
Faulkner State University, Computer Programming, 1988
Microsoft Certified Professional
Velociteach PMP Boot-Camp 2008
1st Line Supervisors Training Course 2008
ITILv2 Foundation Training 2007 (Certified)
PMP Certification Candidate (Oct. 2010)
Professional Experience
General Dynamics - Washington, DC
Oct. 2009 to Current
Sr. Manager, Systems Engineer - As Engineering Task lead, I am responsible
for overseeing the work of the contractor staff supporting the engineering
efforts at the Federal Bureau of Investigations. My duties requires me to
support the ongoing phases of the FBI's Life Cycle Management processes to
include Concept Exploration, Requirements Development, Planning, System
Design, Testing, Implementation and Integration. I am responsible for
providing technical leadership and direction to the contractor team as well
as recommending appropriate corrective action to address problems involving
technical designs, workflows, organization, and planning. I provided
overall technical direction of projects such as the designing and piloting
of the DFS structure that provided site redundancy for user data; provided
technical guidance in the design and deployment of clustering using Windows
Server 2003/2008 R2 Enterprise Edition, as well as prepare requirements and
evaluation criteria for any proposed COTS and GOTS solutions.
BAE Systems - Washington, DC May 2005
to Oct. 2009
Task Manager/Principle Systems Engineer - As Task Manager/Principle Systems
Engineer, my duties included contract management which involved building
client relationships, task assignment and conducting personnel development.
I was the first line supervisor of a technical team of 20 contractors and
sub-contractor who job is to engineer solutions covering multiple project
environments and deliver sustaining engineering services and technology
infusion. I was also responsible for conducting mid-year and end of year
appraisals, timesheet reconciliation and developing training plans for all
assigned resources. Prior to being promoted to manager, my technical duties
involved providing project engineering oversight and Tier 3/4
troubleshooting support for problem resolutions and being able to
understand and explain client domain as well as apply IT engineering best
practices. I was responsible for the creation of the SMS 2003 Architecture
Design as well as the implementation and deployment plans associated with
the enterprise implementation. I developed and managed the deployment
process of the government patch program for over 45,000 Windows 2000,
Active Directory servers and desktops.
Senior Systems Engineer
Strategic Business Systems (SBS) - Herndon, VA
Nov. 2004 to May 2005
Senior Systems Engineer- Contracted to the U.S. Department of State. As one
of the lead Systems Engineer for the Department of State, my duties
consisted of engineering and troubleshooting over 400 SMS 2.0 and SMS 2003
sites. I was also responsible for providing Tier 4 troubleshooting
solutions for Active Directory, Windows Server 2000, Windows 2003, Exchange
5.5, Office 2000, 2003, SMS 2.0, and SMS 2003. My daily duties consisted of
troubleshooting Wide Area Network issues that involved over 100,000 users
on both Secret and Secret But Unclassified networks. I was also responsible
for conducting telephone training to customers who need to know how to
operate new technologies.
Systems Engineer Nov. 2003 to Nov.
2004
Gray Hawk Systems (Mantech) - Alexandria, VA
Lead Systems Engineer - As a system engineer my main duties included
design, implementation analysis, administration, and troubleshooting of
Enterprise wide Microsoft System Management Server 2003 for DOD Top Secret,
Secret, Secret But Unclassified networks. Other duties included designing,
implementing and maintaining a patch management strategy ensuring that all
system within the government environment had the latest security patches
and critical updates. I designed and implemented vulnerability analysis
solution to insure successful remediation of vulnerabilities. I supported
and maintained a LAN/WAN TCP/IP network operations that supported users
nationwide. I was the Senior Technical advisor on the Technical Change
Configuration Board (TCCB) who validated all technical requests for changes
to the enterprise.
Systems Engineer Aug. 2000 to
Nov. 2003
Northrop Grumman Information Technology - Mclean, VA
Lead Systems Engineer - As the Lead Systems Engineer, my responsibilities
included providing tier 3/4 network support, Cisco switch configuration,
system upgrades, patches, repairs and maintenance, of a Windows 2000
server, Window 2000 Professional, Windows XP, NT4.0, Exchange 5.5, and
Exchange 2000 Active Directory environment. As Team Leader for five
employees, I was responsible for training employees to successfully perform
both hardware and software troubleshooting on Windows 2000-based
workstations, servers, related peripherals, and ensure the execution and
integrity of system back-ups. My duties also consisted of providing network
support for project development environments, and student lab environments
for two sites one of which was a remote site.
Systems Engineer
Apr.2000 to Aug.
2000
E-Plus- Rockville, MD
Systems Engineer- As a System Engineer, my duties included performing
migration of desktops to include data synchronization and Ethernet
troubleshooting. I was responsible for the install of software and hardware
upgrades, TCP\IP and DNS configurations of Windows 2000. I troubleshot
desktop applications on users Windows NT and Windows 2000 workstations. I
was also responsible for the installing and configuration of 3rd party
applications.
Sr. Customer Service Engineer
Aug. 1998 to Apr. 2000
AT&T Broadband - Jacksonville, FL
Sr. Customer Service Engineer - As a team member of the Tier II call center
team, I provide technical support and troubleshooting via phone for
application and system access problems, outage reports, and PC/LAN software
and hardware problems. I was responsible for the resolution and follow-up
on third level issues and escalate unresolved issues according to current
departmental procedures. I provide support for Netscape Navigator 3.01,
Communicator 4.0, Internet Explorer 4.0/5.0/5.5 and Outlook Express.
Client Services Engineer
Dec. 1996 to July.
1998
GE Capital IT Solutions - Jacksonville, FL
Client Services Engineer- I was responsible for the day to day operations
of customer network to include troubleshooting and problem resolution. I
regularly interface with web, database, application and systems
administrators as well as key management personal to adequately plan,
install, troubleshoot and support all environments and the applications
that run within them. I consulted with internal clients, external clients
and IT/IS professionals on hardware & software specifications relating to
the installation and support of product line in LAN and WAN environments.
Systems Administrator
Sept.1995
to Oct. 1996
Southeast Toyota Port Processing - Jacksonville, FL
I was responsible for maintaining a Windows NT 4.0 environment in which I
provided desktop and server administration to users and resolved operating
system issues. I was also responsible for troubleshooting printer issues
and providing break fix resolution. I ensured that all systems were patched
and had up to date virus definitions.
United States Army
Jan. 1989 to Apr. 1993
Professional Affiliations
Project Management Institute (PMI), ID# 1059560
. Microsoft Certified Professional
. Project Management Professional (PMP) candidate, scheduled to take the
PMP Exam in 2010.
Contact this candidate