Sign in

Senior Systems Mobility Engineer

Largo, Maryland, 20774, United States
February 03, 2018

Contact this candidate

Lana McQuinn

Skill Summary:

Senior Systems Mobility Engineer and Administrator focusing on Enterprise Mobility Management, Mobility engineering and Systems administration.

Over 25 years’ of IT experience in managing and maintaining in troubleshooting, systems backups, archiving, and disaster recovery and provide expert support when necessary.

Possess the “getting the job done” positive attitude, who thrives in deadline-driven environments.

Team Lead for 8 to 10 engineers and supported infrastructure of >10,000 mobile devices.

Previous work experience with various Federal agencies.

Experience with ITIL v3 Foundation model.



Mobility Engineer and team leader demonstrating quality training and mentoring

Network Administration and customer service qualities

Great people person, eager to learn, proficient in finishing tasks, and team player

Clearances: (US Citizen) – Possess: Active DoD Secret Clearance

Government Public Trusts: Census Bureau, EPA, Department of Transportation, US Air Force, Department of Immigration, Office of Thrift Supervision, OverSeas Private Investment Corporation

Fort Meade, Fort Meade Clearance - August 2011

Capitol Hill Police – October 2010

Top Secret (SSBI) – Department of State – (Investigation Completed) Date July 19. 2010

Secret – Department of State (Active) –2014

Washington, District of Columbia Metropolitan Police - effective January 9, 2002

Maryland State Police effective - January 9, 2002

Education, Certificates, and/or Certifications:


Diploma in Computer Information Systems, Strayer College, 1993

Diploma in Computer Operations, Computer Learning Center, 1990

Course work included: UNIX Shell Scripting, Basic, COBOL 1&2, C programming 1&2, System Analyst & Design

Currently pursuing Degree in Information Technology – Strayer College, 2014


AWS Technical Essentials Training – Certificate of Completion 8/24/2015

MobileIron University MobileIron Cloud Fundamentals R35 Certification 12/05/2017

Lockheed Martin - Intranet Quorum Enterprise Contact Management and Workflow for Government 2010/2011

Department of State – Blackberry Enterprise Server Software v5.0.1 Training Class - July 2010

Information Assurance Systems Administration IA201 Training Class 10/2009

MCSE Certification Program – TESST Technology University, 1999 (Diploma)

Recent Work Experience:

Department of State – Washington, DC June 2015 - Present

Senior Technical Support Engineer

Team leader support role for mobile device management solutions, including identity management, virtual desktops, and wireless support.

Provides Google mobile device support (IOS, and Android devices)

Google Cloud administration – create new users, password resets, OU administration

Assists the Security team with Google Application Administration on user role classifications & configurations for A&A security audit

Runs daily, weekly, and monthly BetterCloud reports for the status of Google licenses and user activity

Works closely with engineering and security teams to identify solutions and implement POAM resolution to technical issues.

Develops processes for supporting the cloud-solutions, identity management, mobile device management, VDI, and wireless.

Use BetterCloud for domain management, data security, and data loss on Google platform.

Provides Google Admin support using the Google Admin Console for Apps, Reports, Groups, Users, Device Management, and Security

GoogleApps (G-Suite) Administration

System management reporting daily, weekly, monthly

Create and maintain processes and documents

Responsible for timely resolution of assigned incident and change tickets

United States Department of Agriculture (USDA) – Washington, DC Sep 2013 – Oct 2014

Senior Mobility engineer for MobileIron Enterprise Mobility Management

Monitor, troubleshoot and perform maintenance of Blackberry Enterprise Server, MobileIron Device Server and devices.

Provide Tier 2/3 support with all mobile device issues, mobility infrastructure support, incident resolution and work closely with other team members to resolve technical issues

Assist with integration and troubleshooting of VPN services on end-user mobile devices

Use Remedy ticketing system to document symptoms and status information as well as assign an applicable priority

Troubleshooting handheld devices including BlackBerry, Android, iOS, and Windows Mobile

supporting VPN Clients including Juniper

VPN and other security related concepts

Available after-hours and on-call for customer outages, interruptions, and critical issues

Manage and maintain USDA/ITS Exchange servers and messaging systems; email processing/routing compliance and policy enforcement for incoming and outgoing email

Manage user and email accounts from the legacy network to a new network

Maintain the legacy email systems during the migration

Monitor, troubleshoot and perform maintenance on email gateway devices for internal email processing between agencies.

Overseas Private Investment Corporation (OPIC) –Washington, DC July 2012 – Aug 2013

Senior Mobile Support Specialist

Provide support on installations, deployments, repairs, upgrades, inventories, and other maintenance tasks in accordance with established IT policies and change management procedures.

MDM (Mobile Device Management) Mobile Iron

Supported Apple iOS operating systems

Administering iPhone/ iPad and Blackberries.

Supervise a team of 4 to provide Tier 2/3 technical support and customer service to local and remote users.

Provide Windows XP desktop hardware & software break/fix support

Resolved application, printing and networking issues

Configure Cisco IP Phones using the Cisco Unified CM Console and Cisco Unity Connection Admin Tools

Resolve desktop issues according to defined IT/ITIL processes/procedures to meet service level objectives and user commitments in an efficient/ timely manner

Leverage skills and expertise to assist and mentor other members of the Desktop support team with the resolution of complex issues

Proactively identify process improvement opportunities, root causes and develop a plan of action

Used people and customer service skills to manage user expectations and address escalations according to defined processes

Develop technical documentation, training material and advanced problem troubleshooting techniques

SME responsible for mobile device configuration and management.

MaaS360 MDM Administration and Policy

MaaS360 Cloud Extender Administration

MaaS360 Enterprise Gateway Administration

GoogleApps (G-Suite) Administration

System management reporting daily, weekly, monthly

Create and maintain processes and documents

CSC Environmental Protection Agency – Arlington, VA and Washington DC May 2011 – June 2012

Senior IT/ Mobile support Specialist

Network administration support for network access (User Accounts, Email, Internet and LAN) Video/Audio conferencing, Mobile communication devices Blackberry Support v5.0.1, software 6.0.

Activate and configure Blackberry’s, configure International Blackberry’s and Laptops for travel.

Provided network analysis and optimization of operating system design for computers and software including modifications to existing equipment and systems

Manage inventory and tracking of hardware and software material assets.

Provide Executive VIP Desktop support to the Administrators’ office, Chief of Staff and to Deputy and Associate Administrators and all Premier support clients only.

Install and troubleshoot all Lotus Notes 8.5.2 issues.

LOCKHEED MARTIN Oct 2010 – April 2011

House of Representatives 112th Congressional Transition –Washington, DC

Senior System administrator / Help Desk Specialist

Team Lead for the New Congress Migration

Supervised a team of 6 to perform set ups and take downs on a variety of systems and hardware components, including packing and moving of computer equipment and peripherals.

Installation of new computers, printers for the Congressional District offices.

Active Directory and static IP network addresses, the House LAN and WAN infrastructure, installation setup for the District Offices for the House of Representatives via remotely using Remote Desktop, Remote Assistance, Windows XP Virtual Mode and or NetMeeting.

Phone support, using the AD Toolkit to run reports, CAO AnyConnect VPN, manages accounts, create, modify and disable accounts.

Advising Members and District Offices support on information technology issues; providing technical solutions in support of microcomputer and local area networks; and providing detailed knowledge of software and hardware network operating systems, advanced PC applications, Internet services, multi-media and messaging software used in the U.S. House of Representatives.

Utilize FrontRange IT Service Management (ITSM) to keep track of all incidents.

Windows XP, VISTA, 2000 & 7 Support/Administration, LAN/WAN architectures; fiber optic backbone, 100/1000BaseT wiring, local area networks, connectivity.

Department of State - Washington, DC April 2010 – July 2010

Blackberry Systems Administrator

Provide Tier II/III User Support Supporting Blackberry Enterprise Server and Microsoft Exchange in a large messaging services infrastructure.

Provide systems support to remote users (traveling users, Teleworkers, etc.). Technologies include remote dial-in connectivity, secure Virtual Private Network (VPN), Blackberry support and BES v5.0.1 Administration on an Exchange 2007/2010 environment.

Microsoft Windows desktop and server operating systems, the Microsoft Office software suite, Blackberry Server and Devices and Citrix Server and Client Citrix XenApp, Xen Desktop, XenServer, Netscaler, VMware.

Supporting network and security technologies. Monitoring tools Juniper, eG, and Zenprise.

Experience in an ITIL environment, Monitor and evaluate the capacity of the mobile infrastructure, hardware and/or software

Strong hands-on device configuration, troubleshooting, and maintenance skills

Perform troubleshooting in response to end user problem reports to determine problem source whether network, hardware, software, or firewall issues.

Wireless Support

Active Directory and Domain Administration

Department of State - Washington, DC June 2009 – April 2010

Systems Deployment Specialist II

Desktop systems maintenance including troubleshooting, problem analyses and assessments for hardware and software systems and assigned projects.

Coordinating end user deployment and training activities; support on computer systems, hardware

Conducting practice workflow consultations to propose optimal system configurations;

Establishing utilization goals and objectives and monitor customer performance accordingly;

Reporting progress toward goals and objectives as well as issues and risks

Office of Thrift Supervision - Rockville, MD Nov 2008 – Apr 2009

Helpdesk Administrator

Performed system installations, configurations, tracking helpdesk calls and supporting user inquiries.

Setting up VPN services for laptops, Supporting Video conferencing for meetings and configured laptops for training and travel usage Provided Blackberry Support, Outlook 2003/2007,

Active Directory administration for account updating, Live Communicator 2005, Live Meeting 2007), diagnosis and resolution of application issues. IM support Creation and maintenance of Team.

Phone support and problem resolution, First Federal offsite Storage for receiving and sending tapes offsite

Fannie Mae – Tysons, VA July 2006 – April 2008

Systems Analyst

Responsible for change control coordination and identifying key process controls for Sarbanes-Oxley and Financial Re-statement initiatives.

Work with internal metrics analyst, technical representatives, and engineers to assure processes are complete and within compliance

Collaborate with Business Analyst and Systems Analysts to keep project information accurate and up to date.

Prepare exception reporting for Information Technology and Best Practices Management

Assist in identifying project and change control initiatives that represent conflicting or overlapping effort Assist in re-source tracking and reporting for periodic updates

Define project control mechanisms using automated tools and leveraging Sharepoint.

Interacts with Change Control Board meetings and supports

Organize and control important project documentation, creating and maintaining a directory structure. Conduct Physical and Functional Configuration Audits

Record, review, analyze and report on Configuration Item documentation Maintain Configuration Management data-base Create and maintain configuration management plans and procedures

Rexel Inc - Dallas, TX Apr 2005 – July 2006

Sr. Systems Desktop Analyst

Supported the North East Division Desktop Support, which included staff of 1500 users

Participated in multiple projects and oversaw developers to ensure that specifications are met

Performed system installations, configurations from Windows 98 and 2000 to Windows XP Professional

Documented appropriate policies and procedures for the network and workstations

Insured service level agreements were maintained

Performed installation of new software releases, server upgrades, evaluated and installed patches and resolved software related problems Supported and maintained user account information including rights, security and systems groups Insured daily, monthly, quarterly, and annual schedules are fulfilled

Installed and maintained applications on Windows 98/2000XP workstations in an enterprise environment (several thousand workstations) Insured daily, monthly, quarterly, and annual schedules are fulfilled

Department of Immigration - Hazlet, NJ Jan 2005 – Mar 2005

Desktop Systems Analyst

Performed system installations upgrades and configurations, tracking helpdesk calls supporting user inquiries.

Assisting with asset disposal systems preparations and providing other support as required

Supporting the Medical database software CaseTrakker

Setting up VPN services for laptops,

Updated user accounts using Active Directory

Setting up Citrix services for 15 sites for accessing applications.

Supporting Video conferencing for meetings and configured laptops for training and travel usage

Utilized Altiris for the Helpdesk database

US Air Force - McLean, VA Oct 2004 – Jan 2005

Senior Desktop Support

Provided desktop support to the US Air Force

Install and setup Citrix for on/offsite users

Migration of installing new Compaq systems, providing helpdesk service request Assisted with printer, scanning and fax support Assisted with in house specialized software support for the Air F

Baltimore Gas & Electric - Linthicum, MD July 2004 – Oct 2004

Field Services Systems Support Technician

Desktop 2nd & 3rd Level Support

Performed Emergency Storm Center Activations

Updated the Inventory Catalog and Inventory Item database

Executive and Group Administration support using Active Directory 2.0

Provided Blackberry Palm Support, Printer Support and Citrix Application Support Call Center Support

Department of Transportation - Bethesda, MD. July 2002 – July 2004

Enterprise Network Operations Center Systems Analyst

Responsible for managing and monitoring the Department of Transportation’s Security Network.

Worked with First Federal offsite Storage for receiving and sending tapes offsite

Managed and updated the Telecom key system utilizing monitoring system tools such as HP Openview Tools

Participated in morning meetings and discuss all problems, which occur in the ENOC and the OCIO Helpdesk.

Entered all ISAC security advisories into the Remedy database as they are identified from the DOTENOC email system. Vulnerability virus scanning Issuance of Secure ID badges.

Desktop/Helpdesk Administrator:

Responsible for supporting the Chief Officer and the TASC/ITO organization.

Documenting issues and resolutions, providing follow-up to help ensure end user satisfaction

Maintaining technology guidelines and operating procedures, and providing service in accordance with established service level agreements to end users and technical resources.

Provide migration installations for the TASC/ITO organization from Novell 5 to Microsoft XP operating systems and user accounts to Active Directory, email accounts to Exchange 2000.

Migration Troubleshooting issues with Microsoft applications and operating systems, troubleshooting issues with customers’ internal applications, desktop integration testing for new application versions/upgrading of existing applications, performing customization/configuration of applications for the TASC environment.

EPA - Triad Management Systems Inc. - Rockville, MD Jan 2001 – May 2002

Network/Desktop Administrator

Installed Intel-based PC workstations, laptops, and peripherals; setup and configured Windows NT/2000 systems; loaded baseline software; Supported user accounts and access configurations, installed and maintained networks that link numerous computing platforms, operating systems, network topologies, and network protocols.

Provided enterprise NT server administration on Compaq Experience with installation of NT server operating system, MS application software, 3rd party software, service packs.

Experience with TCP/IP, DHCP, DNS, and WINS. Installing/supporting Microsoft SMS. installing/supporting Microsoft or Citrix Terminal Server Installing/support Microsoft SQL server.

Workstation imaging and application loading using Ghost RIS (Remote Installation Services) Troubleshooting, maintenance and administration; support policy and procedural development implementation; research and testing; desktop imaging and standardization and configuration management and change control.

Installation of EPA standard PC platform Hewlett Packard computers to a Novell 4.11 network Disconnected, moved and reconnected PCs and peripherals and Troubleshooting Token Ring/Ethernet installations and drops Supporting Lotus Notes R5, Winbatch Novell networking, network cards and drivers. Supporting COTS software.

OAO Corporation, Beltsville, MD Oct 1998 – Aug 2000

LAN/Server/Helpdesk/Desktop Administrator

OAO Beltsville Satellite Office Task: Managed 35 technical support personnel in the maintenance and upgrading of all PC and LAN hardware and software.

and cables. Mount backup tapes for offsite storage

Developed and presented client proposals for networking projects

Provided Weekly Status reports and documentation for the network design.

Responsible for overseeing the technical direction, administration, and technical support of the NT


Documented all aspects of the LAN configuration such as versions of software, license and warranty information, hardware and software location and status in a web accessible database.

Conducted server administration, installed software, configured user rights, conducted backups, restored data, and installed new hardware.

Maintained server backups and coincide with CIS department standards. Diagnosed and resolved problems associated with PCs, printers, peripherals, and cables.

Responsible for the maintenance and upgrading of all PC and LAN hardware and software.

Researched, recommended, and ordered software and hardware products.

Configured laptops for remote dial in into the Network.

Installed Exchange 5.0 server, IIS 4.0 server, and brought their mail and website in-house.

Performed the daily network backup for contingency using Backup Exec software.

Troubleshoot the network of connectivity, printing, file sharing, and PC problems

Census Bureau Task:

Conducted server administration, installed software, configured user rights, conducted backups, restored data, and installed new hardware.

Answered and responded to calls as they are received via help desk software, telephone or e-mail.

Troubleshoot HW/SW problems. Diagnosed and resolved problems associated with PCs, printers, peripherals, and cables.

Resolved software issues relating to COTS (WP, Word, and Excel, cc mail, Lotus Notes R5, OnTime) applications.

Configured new PCs and all software necessary to provide network access to the standard user.

Performed various tasks at the Bureau of the Census & Bowie location.

Esystems Inc – Falls Church, VA 1990 – 1998

Helpdesk Support

Troubleshoot HW/SW problems. Diagnosed and resolved problems associated with printers, peripherals,

Level 2 & 3 Support Center Technician



Help desk experience



LAN/WAN Infrastructures



Google Administration



Google MDM solutions









MobileIron Admin& iOS 5,6



VPN, Zenworks, VNC, Proxy Master



Blackberry Administrator Service



Remote Access Server, ProComm Plus, Remote Desktop, Remote Assistance, Citrix XenApp, Xen Desktop, XenServer, Netscaler, VMware



Citrix Terminal Server, Citrix Metaframe Presentation Server, VPN, Zenworks, VNC, Proxy Master



SharePoint, IT Service Management Knowledgebase, Remedy BMC v7.0.0.1



Monitoring Network Tools: HP Openview, Nagios Network Monitor, Zenprise, eG VM Monitor,Boxtone Device Management,



MS Office 2000, 2003, 2007, 2010, 2013, Office 365



Active Directory / Support Tool, Outlook, Exchange Server (2003,2010)



Oracle 9i



MS Live Meeting, MSN Communicator Netmeeting, Lync 2010



PDA’s (Palm Pilot, Blackberry, Intellisync) Blackberry Manager Software v6.0, BES Server 5.0.1, Cell Manage



Experience supporting/ administration Window XP,



Experience supporting/ administration Window NT4



Experience supporting / administration Window 2000



Experience supporting/ administration Windows 7



Experience with system migrations



Norton Symantec Anti-Virus, McAfee, TrendMicro Anti- Virus



Additional Experience:

Contact this candidate