IT Specialist

Patrick Seeger

***** ***** **., ***********, ** *0120

ac3clj@r.postjobfree.com 703-***-****

PROFESSIONAL SUMMARY

Technically sophisticated systems engineering professional with solid history of technical and management expertise.

Project Management / Systems Implementation / Software and Hardware Testing / User Training and Support

EMPLOYMENT HISTORY

National Weather Service Silver Spring, MD

IT Specialist Customer Support Aug 2016 - Jul 2017

• Developed a baseline for NWS Windows 10 transition in collaboration with the Department of Commerce. Identified systems that still used LDAP in preparation to transition Active Directory to Windows Server 2016.

• Provided Software and System Development Life Cycle (SDLC) management throughout the agency.

• Managed the contractors servicing our end users and servers, and monitored the SLAs, Service Level Agreements.

• Performed an analysis of the software licenses and the hardware maintenance agreements. The licenses had not been monitored or updated for several years. Developed a plan to bring the accounts into compliance and created agency wide directives to conform with the.

• Created a continuity document for the NWS services.

• Planned and implemented a project to update the software on the end-users' computers, and developed a list of approved software. Established procedures for end-users to request software and hardware.

IMTAS Arlington, VA

Senior Systems Engineer May 2009 - Jul 2016

• Served as driving force in correcting hardware and software problems on USPTO computers.

• Served as collaborative member in closely monitoring and updating incoming work. Rendered telephone and remote support for US Patents and Trademark's work-at-home program, which includes hardware conflicts, ISP problems, networks, and local in-house or COTS software.

• Creating and testing of deployment packages through Microsoft SCCM, MDT, and Altiris Quick Delivery. Coordinating with to avoid competing deployments.

• Led 15-member team of engineers in discovery of cause for user data suddenly being deleted without any intervention from the user. Discovered a conflict between Microsoft Windows shadow copy and Symantec backup software.

• Discovered root cause for many machines having slowness and freezing issues was due to outdated BIOS. Implemented a plan to upgrade the BIOS on 15 thousand laptops being used on the network.

• Ensured effectiveness in migrating more than 12,000 workstations and laptops to Windows 7 Operating System.

• Improved performance of the VM environment through cleanup efforts with end-users' profiles. Resolved resource depletion on the servers through planning and implementing new servers with additional resources. Planned the transfer of end-users' profiles to the new servers.

• Played pivotal role in deploying Cisco routers to over 8,000 teleworkers to resolve connection issues. Created policy on minimum cable provisioning for teleworkers to resolve some of the connection issues. Provisioned and distributed VOIP phones for the teleworkers to use, and split the voice and data transmissions through the Cisco routers for improved connection and clarity.

• Created a Dashboard to provide network status, VPN connections, status of the end user’s Cisco routers, in-house application statuses, and report creation for the service desk. Provided demonstration of the dashboard to all service center employees. Implemented suggestions and requests for additional items on the dashboard.

• Assisted reprogramming efforts of in-house software. Used Wireshark to visualize the communication breakdown for the in-house software. Discussed and planned with other engineers on ways to resolve the issue. Tiff images were replaced with thumbnail versions resulting in faster response time across the internet.

• Created continuity documentation for the service desk and the telework support group.

• Provided leadership to the of the APR (Advanced Problem Resolution) team. Supervised the engineers providing support to the teleworkers. Ensured the SLAs were successfully met every month.

McNeil Technologies Springfield, VA

Senior Systems Engineer May 2005 - May 2009

• Provided Tier 3 support to teleworkers. Resolved problems escalated from the service desk. Coordinated with government SMEs to test, recreate, and resolve software and hardware problems with COTS and in-house applications.

• Served as Team Lead for the VPN Support Group. Performed performance reviews, promotions, and interviews for new members or applicants.

• Maintained continuity documentation and knowledge base articles.

• Produced metric analyses on weekly basis on problems associated with work-at-home program, and worked with a team of engineers to correct hardware or software related issues.

• Worked with the network engineers to continue the expansion of the telework network so more people could work from home.

• Planned and implemented changes to current hardware for the telework program to boost productivity. Successfully demonstrated proposals to the government personnel for the updates.

• Designed/distributed training manuals and conducted classes for help desk technicians and other support staff. Guided help desk technicians in initiation and execution of training manuals and documentation for incorporation into the Knowledge Pack

• Supervised a group of 15 engineers to provide tier 3 level of support to the USPTO.

Trawick and Associates Bethesda, MD

Team Lead April 2000 – May 2005 -Merged with McNeil Technology

• Provided telephone and remote support for US Patent's and Trademark's in-house software running in a Windows XP environment.

• Created a mini-call center in July 2005 directly supporting 3,000 remote users. The primary purpose of this group is to trouble shoot connection issues and to be a liaison between the end user and the network staff. Due to the success of the telework support team, the telework program expanded from 3000 users to over 6000 users per day.

• Developed and maintained critical problem notifications for distribution to PTO's administrative staff.

• Created and maintained continuity documentation for all support groups.

• Managed, mentored, and encouraged technical support staff of 40 members.

• Planned and coordinated the transition from Windows NT to XP on over 10,000 workstations and laptops.

EDUCATION: Bachelors, Information Management, University of Phoenix 2017

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