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Desktop Support System Administrator

Frederick, Maryland, United States
November 09, 2018

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Emmanuel Sackey

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

• Information technology experience, Proven success working in high visibility environment,

Demonstrated strengths in rapidly diagnosing, troubleshooting and resolving client issues

Consistently praised for communicating effectively with both technical and nontechnical users. Known for excellent problem-solving skills and patience in dealing with end users.



Bachelors Degree, Information Technology, University of Kansas City-Missouri 2003

Microsoft Windows Server 2008 & 2012


Applications: BMC Remedy Software and other web based Applications ie Google Docs, gmail, Dropbox etc. Sybase ASE 15.7 SPS Systems App Products ie Cognos, Integrity@SPS Tool, FPDS-NG, SAM, WEBMETHOBS App, GFEBS, PRweb, SCCM/SCOM Active Directory, Microsoft Office Suite 2010 & 2013, Office 365, Microsoft Exchange 5.5 and 2003, MAC, Microsoft

Exchange Server 2007, Symantec Antivirus, Ghost Solution Suite, Outlook 2010/2013, Operating Systems: Windows XP, 7 & 10, MAC, Windows 2008 R2/12 Servers

Network Protocols: TCP/IP, DNS, DHCP, IIS SMTP, Network and System Security, IDS, HBSS

Hardware: Various routers, hubs, and switches, OSPF, EIGRP, Ethernet, VLAN, WAN, Windows, Macintosh; Dell/EMC SAN hardware, miscellaneous PC hardware, IDE hard drives, VOIP phones

Database Platform: Sybase SQL, Oracle 11.0, Developer 2000, Relational database Management Systems (RDBMS)

Military Networks: DoD NIPRNET, SIPRNET, Centrix and IWS support United States Army Information Assurance Certification CIO/G-6 NETCOM Information Assurance Security+ 2008

Computer Languages Learned: C, C++, JAVA, SQL, VB 6.0, Assembler RELEVANT EXPERIENCE: SPS System Administrator CACI Enterprise Solutions, Inc.

Fort Belvoir, VA Aug 17-Aug 2018

• Provide functional and technical SA support of the Standard Procurement Systems (SPS) Suite of Products

• Assist with SPS upgrades and software implementation

• Monitor performance of systems maintenance in accordance with Microsoft /Citrix best practices

• Develop and maintain system documentation and oversee the configuration management and control of the documentation

• Perform data backup and recovery services on Window type servers

• Experience with DoD contracting or procurement (Ideal experience includes government contract writing, PD or other Acquisition System experience.)

• Relational Database Management Systems (Sybase), CRM Tools (Siebel), SQL and web Methods

• Develop Sybase SQL scripts to automate system administration task and application deployments

• DoD Contracting/Acquisition experience

• Assist with SPS upgrades and software implementation

Desktop Support Technician

Net2Source, Inc. Contract

Walter Reed Army Medical Center

April 2017 – August 2017

Bethesda, MD

• Scope of work is to replace a total of 4,000 computers, and 2,500 computers are being replaced by thin clients

Providing MS Server 2012 r2 Administration Assisting with Active Directory issues, home directory mappings

•Windows 10 Imaging, migration and refresh using SCCM/MDT task sequence development. Creating development packages and patch in SCCM.

•Use Bitlocker and Microsoft USMT to configure and troubleshoot from a task sequence and standalone.

• Analyzed and diagnose system failures to determine their causes and make written recommendations for corrective action

Diagnose and resolve software and hardware incidents, including operating systems (Windows and Mac)

• Provided installation, testing and maintenance of Operating System and applications Software.

• Server 2008/2012r2, Patching, Configure, monitor, and maintain all enterprise wide servers and services

• Established effective operational procedures and work instructions

•Trouble-shooted Lexmark printers for technicians/ customers over the phone

•Serviced and repaired large format printers as well as large format plotters

•Proficient in troubleshooting Lexmark printers on sites (x64, x54, mx410de, etc)

•Skilled in working with the latest change in printing technology

•Dissembled laser printers and observed components to identify the malfunctioning parts

•Ensured the toner dispenses powder in accurate amounts and is not spreading ink on the paper

SPS Snr System Administrator- USAMRAA

Woodbury Technologies, LLC

September 2015 – April 2017 Fort Detrick, MD •

Monitor performance of systems maintenance in accordance with Microsoft /Citrix best practices

• Develop and maintain system documentation and oversee the Configuration Management and control of the documentation

• Perform data backup and recovery services on Window type servers • Complete Application updates/upgrades as required

• Respond to user system performance complaints, database error messages, and assist in maintaining interfaces to external systems

• Provide oversight of a library of system-supporting process and procedure documentation

• Coordinate with the Project Manager to apply processes and procedures to improve operational efficiencies within the SPS Customer Functional Support Team

• Prior experience with design, implementation and optimization technology and/or process solutions to meet customer requirement for thin client computing; Prior experience with Citrix performance tuning

• Administration of Citrix, Windows Profiles and VMware

• Building system images using Ghost and Microsoft SCCM, deploy to workstation and laptops.

• Creation of utilization reports that identify SPS-related issues, and recommending solutions

Served as the Standard Procurement Systems (SPS)/Procurement

Desktop-Defense (PD2) subject matter expert.

• Performance of systems patching in accordance with Microsoft and Citrix best practices

• Developing and maintaining system documentation and overseeing the Configuration Management and control of the documentation

• Install new / rebuild existing servers and configure hardware, peripherals, services, settings, directories, storage, etc. in accordance with standards and project/operational requirements

• Install and configure systems such as supports GIS infrastructure applications or Asset Management applications

• Develop and maintain installation and configuration procedures • Contribute to and maintain system standards

• Research and recommend innovative automated approaches for system administration tasks.

Identify approaches that leverage our resources and provide economies of scale.

IT System Specialist

American Century Investment, LLC Jan 2014 – September 2015 Kansas City, Mo

• Install hardware and peripheral components like disk drives, printers, keyboards and Monitors

• SCCM/SCOM for deployment of software packages such as networking components, operating systems and office applications.

• Customize programs to satisfy client needs

• Coordinate with network services and information systems groups.

• Connect users to networks, train on facilities and applications.

• Install, repair and conduct preventive maintenance of personal computer by providing technical support.

• Diagnose and resolve incidents using documented procedures to perform responsibilities.

• Workaround if incident cannot be resolved.

• Configure PCs and laptops, problem ticket resolutions and track problems using Remedy system.

• Integrate and test activities by migrating applications from development to operational environment

• Determine and research user questions and resolve information systems problems.

• Trend Micro Enterprise installing and description

• Ensured that assigned systems are engineered, configured and optimized for maximum functionality and availability.

• Implemented solutions that reduced single points of failure and improved system uptime to 99.9% availability (up from previous high

of 97.5%)

SPS Senior System Administrator CENTCOM

Infinity Technologies, LLC. December 2011 – December 2013 Kabul-Afghanistan •

Perform daily system monitoring, verifying the integrity and availability of all hardware, server resources, systems and key processes, reviewing system and application logs, and verifying completion of scheduled jobs such as backups.

• Perform regular security monitoring to identify any possible intrusions

• Perform daily backup operations, ensuring all required file systems and system data are successfully backed up to the appropriate media, recovery tapes or disks are created, and media is recycled and sent off site as necessary

• Perform regular file archival and purge as necessary • Create, change, and delete user accounts per request

• Provide Tier II/other support per request from various offices. Investigate and troubleshoot issues

• Repair and recover from hardware or software failures. Coordinate and communicate with impacted constituencies.

• Develop and maintain installation and configuration procedures.

• Procurement Desktop-Defense (PD2) software versions SR14/SR15 for server and client systems

Served as a Senior Systems Administrator for the Standard Procurement

Systems (SPS)/Procurement Desktop-Defense (PD2) systems

• Contribute and maintain system standards.

• Research and recommend innovative, and where possible automated approaches for system administration tasks. Identify approaches that leverage our resources and provide economies of scale

• Apply OS patches and upgrades on a regular basis, and upgrade administrative tools and utilities. Configure / add new services as necessary.

• Upgrade and configure system software that supports GIS infrastructure applications or Asset Management applications per project or operational needs

• Maintain operational, configuration, or other procedures • Perform periodic performance reporting to support capacity planning

• Perform ongoing performance tuning, hardware upgrades, and resource optimization as required. Configure CPU, memory, and disk partitions as required

SPS System Administrator CENTCOM

CPS Professional LLC November 2010 – November 2011 Bagdad, Iraq-Mazar-Afghanistan • Centcom Contracting Command (HQ).

• Provide network and user support to various field Regional Contracting Offices (RCCs) throughout Iraq.

• Collaborating with peers, programmers, and contracting branch manager/chiefs on a weekly basis to create future PD2 remedy plans for various RCCs.

Served as the Standard Procurement Systems (SPS)/Procurement

Desktop-Defense (PD2) subject matter expert

• Conducting and providing oversight of PD2 server monitoring, Sybase database administration, data analysis, and impromptu reports to higher commands.

• Administering training to military and DOD civilian personnel in PD2 server administration and maintenance along with site reporting procedures.

• Sybase ASE 15.0.7

IT Helpdesk Specialist

ITT Systems Division (TAC-SWACAA)

December 2008 – October 2010

Balad, Iraq

• Provide technical user support to over 6,500 military personnel including customer support management.

• Receives and logs work request using applications such as BMC Remedy Software

• Monitoring, operating, managing and troubleshooting computers on the network

• Provided NIPR, SIPR, Centrix and IWS support.

• Ensures that supported users completes the approved work request with date and time of submission

• Baseline Computers, Installs and uninstall software, add computers to domain, Setup network printers, desktop support.

• Utilize DHCP Server to provide IP reservations, Active Directory to create computer mappings, group policy and creating users. And proficient in Microsoft Exchange Server 2007

• Ensure integrity of networks by scanning networks for latest

Information Security vulnerabilities Alerts.

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