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Customer Service Active Directory

Martinsburg, West Virginia, United States
January 08, 2018

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*** ****** ** ******, ***********, WV 25403 (304) ***-****


My career goals are to be an asset to system owners of information technology. To continually improve my personal skill sets and improve the efficiency of IT infrastructures in the public, private, and government sectors. To be known for my knowledge, understanding, comprehension, and devotion to computers systems efficiency, sustainability, security to provide the best service to my clients and to provide the best support for my employer and sustain a reputation of being on the edge of technology.

Core Competencies

Securtiy + CE certified.

ITIL V3 Foundation Certified

DHS EOD Security clearance ( November 2017 )

HDI Certified.

Microsoft Certified System Engineer

Received multiple appreciation letters from several DOD executive officials. Received personal coins from the Under Secretary of the Army, SES’s (various), & for exemplary IT support service to personnel

Customer support

Customer Help Desk Tier II

Network Connectivity

Project Management

Technology Deployments & Enhancements

Network Security and Reliability

Customer Service

User account management

Configuring devices and software applications following established procedures Splunk VMware Suite, SharePoint, BMC Remedy, CA ticketing software, McAfee ePolicy Orchestrator (ePO), CTOLZ, Nessus, Remedy, AirWatch for VA MDM monitioring and management.

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Martinsburg Computer Services Martinsburg, WV January 2016 – Present

Senior Tier II Customer Support Consultant

Accountable for ensuring implementation of hardware, software, and communications resources required to support end-user information management met long-range automation goals and strategies. Analyzed and orchestrated coordinates existing agency automation policies and procedures to ensure consistency with existing agency practices and policies. Launched improvements to methodologies, provided management controls, and established milestones. Primary contact with Information Management Center that provided network service, ensuring agency requirements were implemented within guidelines, tracked agency requests, and identified implementation methods utilizing resources of both parties. Ascertained flow of work and analyzed information obtained to determine whether existing IT systems were adequate and the most effective, economical, and efficient methods for accomplishing the program. Reviewed IT procurement and supply requests. Performed cost and benefit analyses. Establish and improved baseline performance parameters for efficiency and speed.

ISCI Inc. Martinsburg VA Medical Center, WV January 2015 – January 2016

Customer support / Security remediation Analyst

Analyze, monitor, track, secure, and prevent incidents and intrusions into the VA network infrastructure. Providing insider threat detection and remediation, cyber intelligence gathering and reporting, and incident response management. Investigations. Responsible for monitoring of Remedy ticketing queue as part of timely resolution of incidents. Worked with Tier II and Tier III network technicians to monitor and speedily resolve incident tickets. Coordinated moves and network wiring requirements. Worked with VLAN techs to establish and troubleshoot VLAN issues. Responsible for interaction between customer and Help Desk (s) that supported these customers. Create user and machine accounts within Active Directory

Provide excellent client service while evaluating the type and severity of security events using packet analysis, decoding tools, and utilizing in-depth understanding of exploits and vulnerabilities.

Resolve client issues by taking the appropriate corrective action, or following the appropriate escalation procedures.

Assist customers with incident handling, investigate event logging and troubleshoot VA proprietary devices.

Respond to inbound phone and electronic requests for technical assistance with VA products.

Maintain meticulous records of security monitoring and incident response activities.

Generating daily/weekly security reports to the VA Region 4.

Assists with implementation of counter-measures or mitigating controls.

Splunk and Nessus (Vulnerability Scanner) scanning when applicable.

McAfee’s ePolicy Orchestrator (ePO), McAfee Vulnerability Manager to trigger and monitor vulnerability scans, and Network Security Platform (NSP) to quarantine action when correlation rules are triggered by malicious event sources or suspicion.

ePolicy Orchestrator (HIPS/Antivirus).

NetCentrics Corporation, Herndon, VA August 2012 – December 2014

EITSD Desk Side Support Tier II support, OSD / WHS, Mark Center, VA

Provided level II and Level III support, for customer base of 9000+ users for critical and work stoppage instances of IT problems. Responsible for monitoring of Remedy ticketing queue as part of timely resolution of incidents. Worked with Tier II and Tier III network technicians to monitor and speedily resolve incident tickets. Coordinated moves and network wiring requirements. Worked with VLAN techs to establish and troubleshoot VLAN issues. Responsible for interaction between customer and Help Desk (s) that supported these customers. Create user and machine accounts within Active Directory for both OSD and WHS. Provide full support for all NIPR and SIPR users’ accounts and monitor accounts for accreditation and compliance. CAC and PKI account configuration Establish and improve baseline performance parameters for efficiency and speed. Documented call resolution within Remedy using Crystal reports. Support VIP personnel and Presidential appointees with one-on-one support on a priority basis. Implemented Enterprise email and PDA rollout of DISA Enterprise Email (DEE) for all OSD\WHS users at Mark Center.

L3 Communications, CCSC, Fort Detrick, MD April 2007 – May 2012

L3 Communications, Pentagon, DC August 2000 – April 2007

Systems Engineer / Tier II Help Desk Support

Provided support, guidance, and technical leadership with respect to the diagnosis and resolution of issues and outages in response to incidents reported by customers. Worked efficiently and effectively to implement related solutions and minimize client downtime. Accountable for network A/D account maintenance and revision. Participated in the development and operation of enterprise-wide support infrastructure for all IT-related matters. Delivered both group and one-on-one systems and software applications training to customer users as required as well as related job training to IT specialist support staff. Effectively communicated all issues and user feedback to members of IT teams and vendor representatives. Innovatively developed and maintained a strong working knowledge of all relevant software, hardware, applications, techniques, and related tools. Performed repair, patching, set up, of all needed hardware and devices where needed in normal, emergency, and planned scenarios.

Key Highlights

Managed and oversaw hardware and software transitions and related installations of IT equipment, Security policies, upgrades. Coordinated support and customer service functions.

Systematically identified and resolved security issues utilizing structured problem resolution techniques, collaborated with network specialists, application developers, system administrators, and security professionals to address uncovered issues and shortfalls.

Direct support for Chief of Staff, Vice Chief of Staff, DAS, JAG for United States Army (Pentagon)

Efficiently administered quality control functions related to help desk side tracking and asset information.

Enhanced and implemented issue-tracking and resolution databases and audited all entries for accuracy and completeness using both REMEDY and other ticketing systems

CAC, PKI, RSA support and initialization

Remote Client support and virtualization using Dameware software.

STIG compliance and Spillage of Classified data control and reporting

Testing of Macintosh (Apple) based PC's for DOD evaluation of PC's vs Mac's program

Roll out of Windows Enterprise for WHS/OSD agencies.

Roll out of WYSE SIPR terminals for Classified work areas

Configured and installed CAC reset standalone PC to DEERS specifications with Windows 7.

Implementation and troubleshooting of security programs (CAC, PKI, EFS encryption)

Implemented all security patching as set by information Assurance.

Provisioned new users through use of UAR system and Active Directory. Ran audits and documented.

Provided VPN training/configuration for laptops to all Tiers I phone techs who provided IT support.

Provided Tier II support for all Tier II/Service Desk techs as needed, both remote and on-site.


Graduated with a B.A. in History from New Mexico State University, Las Cruces, NM

Training and Development

Microsoft Certified Systems Engineer CompTIA Security + 301 Certification, ITIL Foundations V3 IASO (Information Assurance Security Office, U.S. Army certified) HDI Certified Desk Side Support Technician, Microsoft OULOOK and OFFICE 2000-2014 Common Access Card (DOD) Configuration & Maintenance DOD 8570 fully compliant.

Utilized such technologies as Microsoft Windows Server, VMware Suite, Linux Enterprise Server, SharePoint, BMC Remedy, McAfee ePolicy Orchestrator (ePO), IBM Tivoli Endpoint Manager (BigFix), Splunk, SiteProtector, SourceFire, FireEye, Packet Capture, wireShark, Redseal, TOSS IT and Virus Total



Servers, Workstations, PDA's, Air Card modems, Copiers, Printers, Printers, and Plotters, Digital Senders and Scanner; Compaq, Dell, Macintosh, IBM; HP; Laptops; Docking Stations; Common Access Card, PIV cards; SSD Drives; Switches, Hubs, Cabling, and Fiber Optics transceivers. iPhones, Mac’s


Windows 8/10, Windows 7, Windows XP, Windows 2012 Server; Mac OS X; Active Directory (AD); Microsoft Office Suite 2010, Office 365; Juniper VPN: Ghost Net Support; Dameware Remote; Skype for Business, GOOD for Androids, CA SDM Service Desk Manager Remedy 7.6 -8.0; PKI; Adobe; Visio; Citrix; ALTIRIS; Norton; McAfee; C2PC; SMS; LANDesk; IQ; VERITAS; Backup Exec; DOD Jabber IM, Altiris image projection, Data Armor encryption, Splunk, Nessus, Norton Symantec Encryption


Michael Shea

Client Account Executive


Herndon, VA. 703 *** ****

George Sneeringer

Senior Systems Engineer

CCSC (US Army ITA), Ft. Detrick

Frederick, MD. 301 ***-****

Tammy Powell

BB&T Bank Inwood, West Virgina 304 ***-****

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