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Service Management

Conyers, Georgia, United States
February 12, 2018

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**** ********* ***** 404-***-****

Conyers, GA 30013

Career Overview:

Customer-focused IT program and project leader with more than 10 years of demonstrated expertise providing comprehensive technical leadership, service, and support for large and medium-size user bases. Highly skilled IT support professional with extensive experience spearheading complete desktop, server, and network administration and support to continually drive operability, performance, and productivity. I am a hands-on IT professional with a long track record of managing critical programs and projects through all stages of the project life-cycle and the proven ability to deliver all goals and benchmarks on time and to the highest standards of quality.


Lockheed Martin Aeronautics Company, Marietta, GA. 40 Hours/week 06/2016- 09/2017

Network Engineer

SME (subject matter expert) For Windows 10,

Utilized Systems Center Configuration Manager (SCCM 2012) to manage devices in an Enterprise network

Deployed Windows 10 upgrades, applications, and patches using DMT, UDI, UDS, USMT, and MDT

Provided Remote support utilizing RDP, MSRA, LogMeIn, go to assist, LANDesk, etc.

Utilized tools and various technologies to provide a variety of services to end-user clients

Provided remote and onsite IT Support to End-Users on a daily basis

Communicated clearly and effectively in a written and oral fashion

Integrated Management Systems, Atlanta, GA 40 Hours/week 07/2001 – 03/2016

IT Delivery Team Lead

Leads the development of infrastructure strategy, service delivery standards and procedures for clients

Lead various projects from start to finish

Proactively researches and recommends courses of action to prevent problems and to maintain high infrastructure service levels for the user community

Establishes metrics, key performance indicators, and service level agreements for driving the performance of IT service delivery

Develop and maintain relationships with client organizations to ensure their infrastructure expectations are being met and priorities are set at the appropriate levels

Delivered technical direction and solutions consistent with the overall IT strategy

United States Army Honorable Discharge 40 Hours/week 12/1985 -12/1989


Strayer University, Atlanta, GA

Bachelors of Science, Computer Information Systems

Concentration: Cyber Security Management

DeVry Institute of Technology, Atlanta, GA

An Associate of Applied Science Degree in Electronics



Network +

ITIL V3 Foundation

Certified Novell Administrator 4.1

Business Skills

Knowledge of FFIEC, FDIC, FTC, & NCUA

Knowledge of COBIT, COSO, SOX, NIST, ISO 17799, ISO 27002, HIPAA & PCI DSS

Knowledge of Business Continuity Planning, Disaster Recovery & SIEM

Knowledge of Six Sigma

Knowledge of Business Process Mapping

Knowledge of Cloud Computing computers

Knowledge of SCCM & Service Now

Knowledge of PowerShell Scripting

Provided Consulting for hardware and software to all levels management

Devised cost-efficient business strategies towards purchases and office management

Network Support

Good understanding of various network protocols; TCP/IP DNS, SMTP, FTP, HTTP, SSL

Good understanding of Computer Forensics, Setup SonicWALL firewalls, wireless routers, Server 2008, 2012

Designed networks for businesses and performed administration, familiar with IDS/IPS, VPN Concentrators

Installed switches, patch cables, network printers, and tested network connectivity

Performed Troubleshooting with LAN, Wireless LAN and WAN connections

Performed remote troubleshooting using Go to assist, LogMeIn, and LANDesk

Cisco Catalyst Ethernet Switches (2960, 2950,), Cisco SG 200-26 Smart switch

Configured remote access connections using Global VPN and Cisco Any Connect

Configured Cisco ASA firewalls for VPN tunneling, Familiar with Checkpoint firewall


Used AirWatch Mobil Device Management, familiar with Qradar

Used Nessus to run threats and vulnerability scans & Used Encase for Computer Forensics

Used Computer & user search tool, IBM Maximo Asset Management, & Software License Inventory Management

Used Safe Guard Console to manage end-user Certificates, Connected VOIP phones

Proficient in MS Excel, Access, Power Point, and Word 2013, Office 365 Administration, Share Point

Configured MS Exchange Server 2010, Active Directory, SQL, and Hyper-V

Installed and configured, Windows Server 2008, 2012, Windows XP Pro

Installed Windows Vista, Windows 7, Windows 8, Windows 10, and Office 2010, 2013

Installed and configured Citrix Meta Frames for windows

Installed and Configured Symantec End Point Protection


Repaired & configured Dell OptiPlex 745.755, 760, Dell laptops E5520, E3550, E5570, etc.

Repaired Hewlett Packard LaserJet II and III series, 4 series, 4SI and 3SI printers, etc.

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