Active Directory Customer Service

Donald W. Wilson

**** ******

Leonard, Texas ****2

Cell: 469-***-****

********@*******.***

Experience:

Yagi Hardware - Network Technician Contractor September2017-November2017

Act as a Technical Lead on projects and a go-to resource for solving critical technical issues when they arise.

Schedule and deliver application changes ranging from major software deployments to patching maintenance.

Deployed company LANs, WANs, and wireless networks, including servers, routers, switches, Access Points, UPSs, and other hardware.

Document and present cross department training on eCommerce software on digital platforms desktop, tablet, and mobile app.

Implemented technical solutions according to the business requirements.

Wave Technology - PepsiCo Contractor Change Management Specialist August 2016 - May 2017

• Primary responsibility is to manage and support communications efforts for change and deployment activities for a large-scale process improvement program with the implementation of enterprise systems, optimizing the way the enterprise gets work done.

• Reporting to the Enable manager of change management, and working closely with the program Change, Business Readiness, and deployment leads, this role will be instrumental to ensure activities across our organization are well harmonized and aligned with department strategies.

• Developing needed communications, and collaborating with internal clients at various levels of the Program in support of preparing the business for change.

• Citrix XenApp, XenDesktop, NetScaler, VDI, heavy Active Directory

• Maintain program communication plan.

• Develop communication material, including key messages, PowerPoint presentations, emails, etc.

• Collaborate closely with the subject matter experts and program team members in the creation and development of communication deliverables

• Integrate innovative approaches and continuous improvement ideas into project deliverables

HP Plano –SOC Analyst January 2014– July 2016

Tier 1 alert handling, investigation, and escalations.

Performed packet capture analysis as part of security alert investigations.

Communicated with Account Security Officers regarding vulnerabilities discovered and outcomes of alert investigations.

Citrix XenApp, XenDesktop, NetScaler, VDI, heavy Active Directory

Monitored all in-place security solutions for efficient and appropriate operations.

Provide investigation results to Tier 2 analysts and Account Security Officers regarding vulnerabilities discovered during alert handling and investigations.

Developed process instruction documents and provided analyst training for Vigilance monitoring and Vital ticketing systems when incorporated into AMS SOC daily operations.

Provide 1st and 2nd level problem management and resolution for the backup of hundreds of servers using multiple backup utilities, the tape libraries, drives and media, and SAN infrastructure environments.

Setup and configure Backup Exec server/client and tape libraries.

Monitor daily Backup exec activity and reporting to proactively avoid issues.

Modify and optimize backup schedules.

Improve automation and productivity of backups through scripting enhancements.

Troubleshoot and resolve missed and failed Backup Exec backups.

Interface with vendors for escalation of issues.

Processing of tapes for offsite storage.

QBE Plano – Infrastructure Engineer April 2012 – December 2013

Provide personal support to every individual throughout the company, including Executives, Lawyers, customer service representatives, human resources, and the CEO.

Support all hardware onsite to include, but not limited to: Desktops, Laptops, Printers, Scanners, Copiers, Projectors, Palm Pilots/PDAs, Cell Phones, Avaya Wired/Wireless Phones, Switches, Tape Libraries, Servers, Disk Arrays, Wireless Network, UPS Devices for desktop and server usage, Video Conference Equipment (Tandberg), Webcams, and Zip Drives.

Provide support for all software used/owned by the company to include, but not limited to: Windows 2000/XP/Vista/7 (32 and 64 bit), Microsoft Office 2003/2007/2010, Adobe Acrobat/Reader, Microsoft Exchange 2003, Outlook Web Access, Active Directory, Symantec Enterprise Protection Server/Client v11, Epicor, FRX, eFreedom, Internally developed programs, Risklink/AIR (Clasic/2) Modeling Software, Office Communicator Server/Client, Tandberg Movi Server/Client, Avaya Modular Messaging Server/Client, Mail Attender/Extender (email archiving tools), Avaya Softphone/IP Agent/Attendant, Blackberry Enterprise Server, Iron Mountain PC Backup, Microsoft SQL 2000/2005, etc

Work with vendors to troubleshoot issues that could not be resolved onsite and schedule repair services if need be.

Pushed production changes to databases based off scripts provided by Development due to SOX compliance and separation of duties.

Utilize Altiris for inventory, software images, and asset tracking.

Use Symantec Backup Exec to backup to disk or tape for all servers within the environment.

Work with Iron Mountain to schedule pickup, delivery of tapes on scheduled or as-needed basis.

Work within an on-call rotation and provide ‘always on’ support internally

Manage and support local VMWare ESX 4.0 environment.

oBuild servers utilizing preexisting templates

oEnsure resource utilization is consistent and maintained throughout environment

Support Cisco 65xx switch for local environment

oIncluding VLANing

oTroubleshooting connectivity issues

Raytheon IIS Garland – Infrastructure Engineer August 2008 – April 2010

Used Cisco Works to monitor network performance

Utilized administrative privileges for end-user using Citrix XenApp 6.0

Resolve issues via Remote access solution support: VPN, Terminal Services, and Citrix.

Experience setting up and managing Citrix Presentation Server, XenApp, and/or Access Gateway.

Used Active Directory for access controls and group-policies

Configured, administered, and maintained Active Directory

Used Solarwinds to monitor microwave connections

Configure, migrated, and maintained virtual servers using VMware

Performed a full range of repair and maintenance duties on various electronics/communications systems/sub-systems/equipment using technical documentation, experience and knowledge as a member/ team leader of the Systems Engineering & Maintenance Team.

technical documentation, experience and knowledge as a member/small team leader of the Systems Engineering & Maintenance Team.

Set up, performed troubleshooting and plan electronic systems (110 & 220) under specified time constraints.

Systems include COTs and various military audio, video, computer, network and microwave subsystems/equipment.

Assisted Project Manager(s) in data center design

Oversaw and managed certain projects from initiation through delivery.

Responsible for all documentation and tracking of project deliverables by project staff to ensure timely data entry for real time status and reporting to the regional management as needed

Liaison for clients and coordination of project activities between 3rd party engineers and client staff; traveled and worked on site at client office to mitigate risk factors and ensure on time delivery of all project milestones.

Ability to interact effectively with peers, project, and program appropriate stakeholders.

Storage system administration including running back-ups virtual and physical using Veritas, Arcserve, OPNet, EMC, SRDF, Tivoli, Legato and Netapp.

Network administration using Brocade, Juniper (worked w/various switch and router series), Alcatel, and Cisco networking hardware including SAN/data storage, switches, routers, hubs, WIFI .

Configured and performed troubleshooting of Cisco ASA, Cisco PIX, Cisco VPN, and Cisco switches (worked w/various switch and router series).

Performed system builds from running power, ethernet, and fiber optics to configuring ports for all devices.

Created and managed BOM’S.

Completed large-scale, critical projects, on-time and under budget, via targeted project planning and cross-functional coordination, spanning project creation, planning, implementation, monitoring and closing.

Worked in enterprise level environments with 1,000 up to 10,000+ end-users, 500+ servers, and multiple mid-tier and enterprise class storage arrays.

Performed troubleshooting of mail routing issues for MS Exchange, Outlook, and Lotus Notes.

CIA – Telecommunications IS Officer January 2003 – May 2008

Acted as an information distributor, customer representative, and operate, maintain, install and manage telecommunications facilities.

Provided project management and systems integration for voice and data communication systems.

Supervised installation of systems, and provide maintenance and support to customers after installation.

TCP-IP networks, Local Area Networks (LAN), Wide Area Networks (WAN), COMSEC/TEMPEST, facsimile, cable-to-modem communication, RF (including satellite) communication capabilities, power systems, generators, digital/analog fault isolation and repair to least replaceable unit.

Maintained Windows Server 2003/2008 network and Active Directory infrastructure.

Administered and managed Citrix Presentation Server 4.5 for Windows Server 2003.

Managed Citrix XenApp 5.0 Web Interface

Microsoft Windows Server 2003 platform

Citrix Presentation Server, Active Directory, and Terminal Server to configure, monitor, and administrate customer accounts.

Created user id’s, user accounts, databases and modified user access according to requirements.

Run daily tape backups in preparation of possible future disaster recovery.

Maintained and monitored company servers using remote desktop in a virtual environment.

Used VMWare to set-up and manage remote end-users

Administered Citrix Secure Gateway 3.0 (firewall tool)

Administered Unix OS 03

Configured and managed Citrix ICA Connections

Configured, administered, and managed Lotus Notes mail server

Worked with TCP/IP protocols DNS, DHCP, and WINS.

Networking hardware and software, including data storage, switches, hubs, WIFi, Cyberguard and Cisco 6500 series network electronics.

Monitored and managed Veritas and Arcserve for tape backup process.

Set up Voice/data and VoIP telecommunications (Cisco).

Supported remote access technologies including Windows Terminal Server.

Education:

ITT Technical Institute Richardson, Texas

Associate Of Applied Science June, 2000-June, 2002

Electronic Engineering Technology GPA 3.64

Clearances: TS/SCI 2002-2010

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