Air Force Response Center Lead
Resume:
915-***-**** ** Standish Road
*****.***********@*****.*** Haverhill, MA 01832
Summary:
Network Administrator/Helpdesk/Service Desk
Network Administrator with demonstrated leadership skills and a goal-oriented focus. Extensive experience with IT systems and IT administration utilizing customer service skills while managing large-scale projects, and meeting demanding deadlines in a fast-paced environment. Polished leadership style with exceptional commitment to leading and motivating teams to excel at achieving effective and efficient goals in a competitive and rapidly changing industry. Critical thinker and problem solver with exceptional skills in networking, installing, configuring, and troubleshooting hardware / software. Committed to exceeding management expectations with cost-effective solutions.
Administrative & Technical Support Active Secret Security Clearance
System/Network Administration Analytical & Problem Solving Skills
Customer Service Focused IT Project Management
Professional Experience
CDO Technologies @ Hanscom Air Force Base (Bedford, MA) August 2016 – Present (Contract)
Help Desk Lead
Leader of part of a high qualified help desk supporting the AFLCMC CSS program and provides engineering and technical support. Along with providing subject matter expertise, oversees helpdesk and incident management for the AFLCMC Systems Network Response Center.
Drives issues through closure engaging all appropriate resources. Leads technical bridges and provides troubleshooting direction.
Provides guidance and recommended solutions to complex technical issues.
Analyses problems in design, configuration, data flow, and data state within a highly complex multi-product provisioning system.
Provide SME expertise in support of AFLCMC CSS program
Oversee 24/7/365 helpdesk operation with intermediate level (Tier II) and expert level (Tier III) service desk
Coordination and oversight of: Incident management, Prioritization, Escalation, Service Level Expectations, incident timelines, reporting, incident routing, problem management through resolution.
Resource utilization and operational efficiencies
Creates data and metric systems to track operational workflows; maintains records of results and feedback. Analyzes data and metrics, identifies problem areas, and provides actionable insight to management.
Provides input to Engineering and vendors on defects and required enhancements.
Diligent Consultant @ Hanscom Air Force Base (Bedford, MA) June 2015 – Present (Contract)
Sr. Network Engineer
Responsible for participating as an individual contributor in project teams, troubleshooting operational issues, providing technical solutions to operational problems, new product implementation, implementing existing products and services, and the overall upkeep and maintenance of designated areas of engineering.
Interface with vendors, engineering, and peer operations organizations. Acts in compliance with industry and Company technical requirements, standards, policies, and procedures.
Drives issues through closure engaging all appropriate resources. Leads technical bridges and provides troubleshooting direction. Provides guidance and recommended solutions to complex technical issues.
Acts as an advocate for Engineering Operations procedures, policies, and processes. Ensures projects are fully integrated into the operations environment including lifecycle problem management from front line CARE through Engineering.
Creates data and metric systems to track operational workflows; maintains records of results and feedback. Analyzes data and metrics, identifies problem areas, and provides actionable insight to management.
Provides input to Engineering and vendors on defects and required enhancements.
Performs complex and routine maintenance tests for designated areas of engineering. Identifies, isolates, and escalates issues to appropriate personnel. Ensures that all maintenance is properly validated to minimize subscriber impact to (ideally) zero.
Contributes to design considerations for new products or architectural changes to existing products. Assists with or leads efforts to build new application infrastructure, coordinating efforts across teams.
Analyses problems in design, configuration, data flow, and data state within a highly complex multi-product provisioning system.
NCI Inc @ Hanscom Air Force Base (Bedford, MA) Feb 2012 – June 2015
Sr. Network Administrator
Responsible for maintaining computing environment by identifying network requirements; installing upgrades; monitoring network performance and deployment issues for CITS (Combat Information Transport System) programs ensuring they meet availability, scalability, and Air Force security goals.
Installed, tested and managed Cisco switches and routers, ie: 7600, 2912, 2950, 3524, 3508, 3550, 3750, 7206, and 6500 to achieve Air Force goals of accreditation and implementation.
Implemented traffic filters using standard and extended access-lists, policy-based routing, backups of all running configurations to a TFTP server and a local computer.
Experienced on Remedy trouble ticket system. Maintained documentation for all installs, resolved issues, upgrades for the local area network (LAN) and wide area network (WAN) hardware and software pertaining to networking connectivity issues, printers, copier/ fax/ scanner, servers and applications to meet the customer’s needs.
Provide technical support and troubleshooting to isolate and diagnose common system problems for applications in the Windows environments, and any other authorized software applications for internal and remote users.
Developed technical requirements, design architecture, and test plans for all lab equipment used for both simulated production and new technology demonstrations and experiments, which resulted in less development time and expedited deployment to the field.
Supported design testing, performed system maintenance, and liaise with contractors and vendors throughout the Cyber Integration Division of the US Air Force.
Prepared documentation of technical support processes and procedures, including developing systems documentation for testing and future references.
Provided technical guidance, leadership, and management oversight across the enterprise and support projects that vary in scope and complexity to complete project tasks on time and on budget.
Analyze technical requirements and collaborate with team to achieve deliverables in an efficient manner; conducts training sessions to end-users to enhance capabilities.
Planned, designed, and implemented migration to DREN (Defense Research & Engineering Network) to better align with Air Force regulations.
Developed programs within multiple areas of information assurance and related technical functions in support of systems acquisition activities, especially as related to systems information assurance compliance, including interoperability and integration of IA principals and compliance with architecture governance requirements.
Maintain current updates on the network for both software/hardware.
US Navy @ NCTAMS LANT (Norfolk, VA) May 2010 – Dec 2011
Communication Watch Officer
As the most senior member of the team, I lead the team by, performing administrative, training, and being the “go-to-guy” for all “what-if”, and “how-to” scenarios as it pertained to daily and emergency operations.
Specialized focus in IT infrastructure and operations support for all military two way communications via IP and legacy message delivery systems.
Responsible for monitoring and troubleshooting of the Fleet Siprnet Messaging (FSM), Naval Regional Enterprise Management System (NREMS), Fleet Messaging Exchange (FMX), Naval Integrated Command Exchange (NICE), Common User Digital Information Exchange Sub-System (CUDIXS), providing a variety of communications services to all US military Atlantic, Mediterranean and European fleets.
Preformed administrator roles on Windows Sever 2008; daily backups, creating new accounts, password resets, troubleshooting IP connections.
Responding to military and civilian customers by telephone, email, and instant messaging to assist in troubleshooting, analyzing messages, while maintaining million dollars in equipment, and overseeing all current operations. Generating trouble tickets through the use of Ticket Management System (TMS) functionality to ENMS by documenting, tracking, and monitoring the problems to ensure timely resolutions.
Developing and documenting Disaster and Recovery plans, while training staff members how to respond to threats and giving daily briefings to command leadership.
US Navy @ Naval Computer and Telecommunications Station Bahrain (Bahrain) Jun 2001 – May 2010
Network Systems and Data Communications Analysts
Managed all US ships coming to the Mediterranean and providing both RF and IP services. Maintaining and upgrading all hardware and software. Provided field support communication and network engineering globally to Naval Forces Europe operational units and staff.
Generated administrative and operational task on the Non-secured Internet Protocol Routing Networks (NIPRNET), Secure Internet Protocol Routing Networks (SIPRNET), for multiple servers such as daily backups/restores, creating new accounts, password resets, switching profiles, troubleshoot IP connections, and enforcing standard policies.
Performed network upgrades for software; Windows Sever 2003 to 2008, updating traffic filters standard and extended access-lists and hardware devices such as Cisco switches, routers, cables, printers/scanners.
Provided in the field support and network engineering to coalition, joint, and air commanders with 100 aircrew men, 800 staff using $100 million dollars in resources.
Worked with a team of 20 system administration and engineering personnel providing support for over 100 combat missions and special / night operations.
Provided support to foreign personnel working with US Navy needing access to a unit’s LAN. Created domain/exchange accounts, reset passwords, permission settings.
Experienced on Remedy trouble ticket system. Maintained documentation for all installs, resolved issues, upgrades for the local area network (LAN) and wide area network (WAN) hardware and software pertaining to networking connectivity issues, printers, copier/ fax/ scanner, servers and applications to meet the customer’s needs.
Education, Certification & Technical Skills
University of Massachusetts Lowell, Lowell, MA
Bachelor of Science Information Technology 2015
Certifications
Security +2010 CCENT 2014 Palo Alto ACAS
CNNA (Matriculating)
Servers & Infrastructure & Hardware
Active Directory IBM AS/400 Group Policy Exchange SCCM (Management & Remote Tools) Print Server SharePoint HP & Dell Servers Canon, HP, Ikon, & Dell Printers Android Novell Avocent DSView KVM BlueCoat Sidewinder Firewall
Operating Systems
Microsoft Windows XP Pro – Vista – 7 - 8 - Server 2003, 2008 –Exchange 2003, 2007, 2010 Solaris Unix
Software & Applications
SCCM (’07, ’12) Ghost Norton Antivirus Microsoft Office Suite (’03, ’07, ’10) Active Directory SharePoint Remote Desktop Adobe Standard Symantec HP OpenView Service Desk Orion Solar Winds IE Firefox Chrome Adobe Suite McAfee Antivirus, ePO Server & HBSS BMC Remedy WinZip McAfee HBSS PKI Middleware (CA certificates, Common Access Cards) ACAS Retina Windows Server Update Services
Networking & Telephony
DNS WINS TCP/IP FTP LAN WAN LAN Gateways Subnets
DHCP VPN Cisco Switches Cisco Routers Solar Winds TFTP Server Cisco Secure Access Control System (ACS) Cisco Prime LAN Management Solution (LMS) Cisco RV 180 VPN Router Palo Alto
Military Experience
United States Navy, 2001-2011
IT- Information System Technician
Specialty Training
Information System Administrator Transmission System Technician Frequency Manager Leadership Training Disaster and Recovery Training
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