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Customer Service Engineer

Sanford, FL
February 11, 2018

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Seasoned IT Professional with strong technical experience managing, administering, and integrating heterogeneous client/server and cloud-based systems. Infrastructure expertise includes integration & migration of physical and virtual servers, desktops and Database Management Systems (DBMS), Storage Area Networks (SANS). Skilled in a variety of server hardware, operating systems, middleware, and high-availability solutions. Supported projects executed with both PMBOK and SCRUM/Agile methodologies. Analyst and engineering duties performed in both Pre & Post sales capacities.

Security Clearance

Active Top Secret

Public Trust - for Veterans Administration


Technical Fluency

Microsoft Server Configuration/Administration/Integration – Active Directory (AD), Group Policy Objects (GPO), Domain Name Service (DNS), Dynamic Host Control Protocol (DHCP), Windows Network Service (WINS), MS Clustering; MS Applications: Office, Project, Visio, Lync, Exchange, SharePoint, Enterprise Project Management 2010, SQL, SCOM, SCCM, x86 Desktop & Server platforms; MS Desktop Operating Systems-XP, 2007, and 2008;MS Server Operating Systems- 2003,2008, 2008 R2 and 2012. Unix - Sun Solaris, Sun JumpStart, Linux, AIX; VMWare – ESX Server platform, VCenter, VCenter Ops; EMC – Data Domain Storage Appliance; Data Warehousing- Oracle and Teradata; CA Technologies - Unicenter Enterprise Service Desk, IT Asset Management, IT Software Delivery Suites; Symantec - Enterprise NetBackup v7.1 & Norton; Scripting – JavaScript, PowerShell, VBScript, XML; Systems Monitoring – SNMP & WMI, HP Systems Insight Manager (SIM) & OpenView, Dell OpenManage, BMC Patrol; Networking: IP Addressing, DCHP Forwarding, INFOBLOX; various Cloud & Storage Technologies, Portfolio and Asset management, Configuration, Requirements & Change Management







Systems Integration Engineer OCT 2015 –Present

Worked as a Senior Windows Desktop Integration Engineer. This position called upon me to function as an integral member of the Enterprise Integration and Implementation team with responsibility for desktop operating system and application integration efforts across the entire enterprise. It required that an extensive knowledge and understanding of Windows desktop technologies and application integration for thick and thin clients. I was required to collaborate with other team members locally and at various sites while driving desktop and application solutions from development through to implementation..

The position required experience in the integration, testing, and distribution of packaged applications to Windows desktop environment in accordance with Security Technical Implementation Guidelines (STIG) in a thick and thin client environment. Creating, updating, and maintaining single-file and file-based Windows Imaging Files utilizing the Microsoft Deployment Toolkit.

Duties included:

Windows Desktop Management – Login/Startup Scripts, proficiency in both VbScript and PowerShell 2/3.

CITRIX XenDesktop or VMware experience a plus.

Windows Desktop Client Health – Develop technologies, processes and controls that improve the desktop environment.

Desktop security management and familiarization with STIG process

Optimization of all facets of end-user desktop experience including start-up/boot time

Accomplishes tasks with minimal supervision; monitors own progress and results.

Actively suggests changes that enhance integration efforts and customer service.

Demonstrates experience and actively continues to develop skills in specific technologies, applications or platforms.

Must possess excellent verbal and written communication skills

Systems Made Simple Austin, Texas (Remote) assigned to Veteran Administration Healthcare

Technical Business Analyst June2014 –June 2015

Worked with stakeholders from all business units and related third parties to capture business & process requirements which includes, documenting business processes and software requirements for technology initiatives, including online products, content management systems, and business information systems and IT Service Management (ITSM) processes and functions. Provided assistance that included assisting all levels of the organization to work collaboratively with other functional teams, including training and supporting others to guide employees through transitions.

Duties included:

Documenting the process through the various phases such as requirements gathering, prototyping, modeling when applicable, testing and integration, and IV&V of systems or processes

Assisting in strategic project planning and Work Breakdown Structures (WBS)

Developing processes and systems around the ITIL and ITSM best practice model

Work closely with the team to bridge the gap between business requirements and IT understanding of the specifics.

Supporting Project Managers, Integration leads, application support personnel, and Knowledge Managers with system configurations while researching, and recommending functional improvements

Testing configuration changes within a development/test environment utilizing best practices, and documenting results

Interacting with all service lines within a large, complex matrix organization to gather & implement requirements while collaborating with contract and agency personnel

Serving as Subject Matter Expert (SME) & technical lead for application & data integration & collaboration

Facilitated, coordinated, lead and tracked daily activities required to ensure the project is successfully completed on time

ARMA Global Tampa, Florida

Sr. Integration Engineer assigned to USSOCOM April 2013 – May 2014

Served as Integration Engineer and subject matter expert in establishing complex operational databases, software configuration control and system interfaces for heterogeneous computer systems. Developed procedures to maintain file servers, network access; documented, analyzed and diagnosed system anomalies to ensure optimum equipment performance. Supervised and assisted less experienced systems personnel. Prepared systems for operational use and oversee operational readiness reviews & tests. Duties required:

Knowledge in the area of distributed computing, desktop support and complex systems integration

Full technical expertise in all phases of information systems operations & readiness

Excellent communication skills of technical & technology acumen

Effectively providing direction and guidance to less experienced staff to conduct & interpret tests, and troubleshoot solutions of highly complex operational problems

Detail oriented and organized; able to understand information systems and ensure accuracy of work

Reviewing the work of others while detecting errors or needed system\application modifications

Identifying and resolving problems or inadequacies of systems operations

Providing technical guidance, mentoring, and leadership to systems personnel with less experience

Ensured the version control integrity for software and non-software components by reviewing requirements. Established approaches for resolving discrepancies to ensure requirements are met

Responsible for all aspects of implementation projects including project management, application testing, project communications, deployment planning and supporting end user adoption. Duties also consisted investigates, troubleshoots and managing system issues, changes and bug fixes.

L-3 Communications (DoD Contractor) Tampa, Florida

Systems Integration Engineer assigned to USCENTCOM May 2010 – April 2013

Responsible for providing advance Tier III Systems Engineering technical and integration support to project management Operation teams. Responsibility scope includes production support and implementation of enterprise wide software and IT system platform solutions. Environments consist of Windows client and server platforms, Linux, and Solaris, and Virtualization platforms. Duties included:

Documenting the process thru the various phases such as requirements gathering, prototyping, modeling when applicable, test and integration and IV&V to the delivery of the system or process

Assisting in strategic project planning including short term, intermediate, and long term initiatives

Developing processes and systems around the ITIL and best practice model

Supporting the application/database administrators; assisting with system configurations, researching, and recommending operational improvements

Created and defined monitoring functioning standards and configurations

Provided daily administration support of tools the team and ensure the availability, execution, and security of the overall monitoring policy

Researched new technologies and products related to end-to-end application and infrastructure monitoring for engineering new monitoring solutions

Developed and supervise components of application performance monitoring (APM) and improve rules, alerts, and notifications

Produced and maintained operational dashboards for both immediate and trended assessments for multiple levels of users

Testing IT changes using development/test environment best practices, and documenting implementation plans

Used PowerShell and JavaScript to configure windows servers.

Windows Server administration and configuration.

Interacting with all sections within a large, complex matrix organization to gather & implement requirements and collaborating with configuration management, help desk, information assurance, and enterprise network operations, as well as, commercial vendors

Interacting with operational system administrators, system engineers, contractors, joint service military and government civilian personnel

Evaluating and recommending solutions to meet requirements

Integrating, testing, and serving as the SME & technical lead for implementation of GOTS and COTS software solutions including Geospatial, Security, and Data collaboration tool suite integration.

Performed auditing and oversight for projects according to the defined configuration management strategy..

Jacobs Technology USOG Tampa, Florida

Systems Analysts assigned to USSOCOM December 2009 –May 2010

Design new IT solutions to improve business efficiency & productivity while working closely with internal/external clients. Typical Work activities include, but not limited to:

Examining existing business models and data flows to brief clients of findings while designing improved IT solution

Producing outline designs of new IT systems, while specifying the operations the system will perform &, the way data will be viewed by user

Working closely with project stakeholders to ensure technical compatibility, integration and user satisfaction

Drawing up testing schedules, performing integration facility testing for complete system Q&A analysis, assisting in the implementation of new systems & documenting testing criteria/results

L-3 Communications, Inc. Reston, Virginia Senior Solutions Engineer assigned to USCENTCOM October 2008 – December 2009

Provide subject matter and graphically illustrate concepts, approach and themes for response to system and process requirements. Responsibilities include:

Technical writer of ITIL v3 & ITSM-oriented subject matter for federal proposal responses

Collaborating on Request For Proposals (RFPs) to identify a strategic approach, win themes, solution design, and past performance architectures

Analyze RFP specifications and statement of work (SOW) to prepare proposal storyboards

Develop graphics and call-out boxes that accompany technical concept, and depict proposal responses

Systems Integration Engineer August 2004 – October 2008

Responsible for providing technical and project management support to the integration lab as a Network Management System Engineer and CA product suite support. Scope of responsibility include production support and implementation for enterprise wide monitoring and management of IT systems using CA options NSM, DSM, & CMDB and other products such as HP OpenView®, HP Insight Manager®, VMWare®, and Solar Winds®. Environments consisted of windows client and server platforms, Linux, and Solaris, and Active Directory. This included all aspects of systems implementation from requirements gathering, analysis and design, configuration and testing, through deployment and support of various system applications including developing detailed work plans, assigning responsibilities, organizing inter- and intra-departmental activities, conducting project meetings, providing project tracking details and project analysis. Other responsibilities included:

Documenting the process thru the various phases such as requirements gathering, prototyping, modeling when applicable, test and integration and IV&V to the delivery of the system or process

Assisting in strategic project planning including short term, intermediate, and long term initiatives

Developing processes and systems around the ITIL and best practice model

Serving as the lead engineer on all enterprise management tools, specifically improving utilization and enhancing the capabilities of enterprising management tool suite

Supporting the application/database administrator by evaluating the current system configuration, researching and recommending improvements

Testing changes using the development /test environment, and documenting the implementation plan

Supporting the military section chief, and the civilian Task Lead as well as self-initiative

Used Visual basic to configure windows servers.

Windows Server administration and configuration for Pre-Production and production.

Interacting with all sections within the command and external organizations, including requirements, configuration management, help desk, information assurance, and enterprise network operations, as well as commercial vendors of various tools being considered or implemented

Interacting with system administrators, system engineers, other contractors, joint service military and government civilian personnel

Participated in the IV&V process to develop & deploy a thin client solution for the command

Virtualized Desktop applications using SoftGrid® software product

Assisted in the deployment of VMware ESX 2.5 in the environment.

Evaluating and recommending solutions to meet requirements

Integrating, testing, and serving as the technical lead for implementation of government directed solutions

Implemented baselines that were established and approved by the appropriate control board.



Central Data, Inc. Titusville, Florida Technology Officer / NOC Manager 2000 – 2004

Responsible for management of day-to-day IT operations, security services and Network Operations Center (NOC). Delivered key NOC initiatives and a career development setting for NOC Supervisors, and Tier 1 & Tier 2 Engineers. Responsible for managing teams, overseeing operations, & providing professional customer service while assisting in presales efforts. Supervised and oversaw the operational planning, establishment, execution, and evaluation of a managed services program and a professional services organization. Oversaw fiscal, operational, administrative, and human resources management of the program. Served as principal point of representation and liaison with external vendors and channel partners. Provided day-to-day technical/professional guidance and leadership as appropriate to the technical staff and sales organization.

Additional duties performed included customer facing roles, researching and developing new business opportunities and proposal & SOW developments for professional services. Services and solutions were delivered in-house and on-site to increase positive opportunity development and revenue. Additional responsibilities included:

Delivering managed service practice and developed a co-location facility

Driving strong analytical skills across the organization for support complex Virtual Private Networks, Authentication, Firewall and Intrusion Detection related problems

Designing service level targets of Operating Level Agreement relations

Marketing and managing a IT Service Management organization

Establishing best practices for identified opportunities & automating activities

Developing personnel for proactive Service Delivery & Support of Managed Services

Achieving all service level targets to abide by customer Service Level Agreements

Designing & executing action plans to address gaps in service and process failures

Integrating products, services and business partners into the Operations Center

Recruiting and developing resources to support performance management activities

Automated asset tracking of assets and inventory control of IT equipment

Maintaining Licensing compliance and warranty tracking for service requests

Interacting with Client Executives to help penetrate large key customers

Communicating technical features and customer benefits of products and solutions to solve identified customer problems and achieve opportunities

Sustaining & managing vendors and relations to maintain technology offerings

Participating in marketing events including tradeshows, seminars and conferences as determined by the Corporate strategic plan



CAVU, Inc. Orlando, Florida Network Operations Center Supervisor 1999 – 2003

Responsible for overall planning, design, and implementation of Network Operations Center from ground floor construction to enterprise wide monitoring of Wireless ISP network.

Duties included:

Designing & implementing enterprise-wide IP Addressing scheme

Designing & implementing DNS schema for ISP network, hiring and training of all Network Operations Center personnel. Design

Scheduling & implementing Standard Operating Procedures, Maintenance Operation Procedures, & Escalation Procedures

Network Architect responsibilities for end-to-end Enterprise Management system for WAN monitoring and Customer Service Center actions

Integrating LAN network management systems (Cisco Works) into Enterprise Management (Unicenter®) solution to achieve a true enterprise business solution

Indentifying & managing all Technology asset management, vendor contract negotiations procurement, and Technology refresh processes

Coordinating & deploying automated asset tracking management system for warranty, license and service/usage issues during product life cycle

CA Computer Technologies, Inc. Maitland, Florida

Systems Engineer 1997 – 2000

Position required experience with Windows NT, UNIX, Novell and many other platforms, as well as, a strong background in client/server systems and network management. Provided pre-sales support to customers in identifying and strategizing to meet and provide IT requirements and solutions. Duties included:

Presenting and demonstrating Computer Associate's technology and business value

Providing project management on pilot and trial implementations

Implementing and configuring Unicenter TNG and all TNG options

Product Selection and Solution Architect

Maintaining & Increasing customer satisfaction

Integration of consulting, systems engineering, training

Providing customer service and support in during customer interaction and interface

Service Matter Expert (SME) For Service Desk, Asset Management Option (AMO) and AS/400 solutions

Professional Certifications

ITIL / ITSM Foundations Certified

Information Technology Infrastructure Library\Information Technology Service Management

Symantec® Ghost Solutions Suite Certified

Certified in the industry’s most widely-used imaging and deployment solution

CompTIA Security +

Applicable knowledge of security concepts, tools, and procedures to react to security incidents, anticipating security risks and guarding against them

Certified Unicenter® Engineer (CUE®)

Mastered the criteria for CA Technologies Unicenter® Service Desk & Infrastructure Management technologies

Shipley® Federal Proposal Certified

Successfully completed Shipley Associates’ “Writing Federal Proposals” training

Microsoft® Server MCSA Certified

Successfully completed Microsoft requirements to obtain MCSA for Server 2012 R2


2009 - Certificate of Excellence for Outstanding Performance on FAA ATO IT Support Services proposal

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