Customer Service System Administrator

Robin S. Ferguson

**** ***** ******** ******

Arlington, VA 22204

703-***-****

*********@*****.***

SUMMARY:

Over 18 years of professional experience in the information technology

arena with a focus on system design, implementation and configuration.

This experience is comprised of expertise in multiple disciplines

supporting both the Intelligence Community and private sectors, to include

support of mission critical systems, application integration and network

infrastructure architectures.

PROFESSIONAL EXPERIENCE:

BAE Systems: Senior Lead Enterprise Architecture Engineer, 2004 -2013

. System Administrator for MSRS (Message Search and Retrieval

Services)/CDIR (Cross Domain Intelligence Release) project

. System integration, deployment, regression, and certification testing

for Eportal

. Fully assessed impacts using current operational capabilities to meet

customer requirements

. Performed independent assessment of potential security impact to

existing systems

. Verification and validation activities to include planning, testing,

system design and configuration

. Create, monitor and process RFC (Request for Change) packages; present

to Configuration Management Boards for approval and implementation

. Manage access controls for Oracle databases and UNIX scripts for CDIR

systems

. Developed and maintained SOPs for NCTC (National Counterterrorism

Center) online systems

. Systems Administrator for UNIX Solaris 10 infrastructure supporting

multi-level networks

. Installation and management of CELTIC database in support of foreign

service officers

. Gathered system requirements for international systems

. Established bilateral communication networks in support of foreign

infrastructure customers

. Computer Technical Support (CST) for JITF-CT(Joint Intelligence

Taskforce Counterterrorism) setup Outlook profiles, Personal Folders

and repair corrupted PST

. Set and troubleshoot KVS vault for Outlook mail archiving

. Troubleshoot and install network, local and shared printers

. Restore Network share drives and resources

. Troubleshoot NGDE issues, password and session reset, printer setup

via NGDE

. Troubleshoot hardware failures such as Active Desktop recovery, Blue

Screen of Death

. Restore files and folders permissions

. Responsible for troubleshooting and diagnosing network connectivity

problems, updating and tracking customer issues using the Siebel

Action Request System.

CTX Corporation: System Administrator, 2000 - 2004

. System Administrator for NCIX (National Counterintelligence Executive)

customers

. Installed, configured, and deployed Laptop LAN for DAT (Data Analysis

Team)

. Active Directory user administration to include addition, deletion and

modification of accounts and permissions

. Batch file and script creation using REXX and Visual Basic on

mainframes for user accounts

. Application integration, testing, and certification into CWE (Common

Workstation Environment) baseline on Windows NT 4.0 and Windows 2000

systems

SAIC: System Administrator, 1999 - 2000

. Provided Tier 1 customer service support for IC customers

. Installation and configuration of hardware and software (Windows NT

4.0 and Windows 2000)

. Active Directory user administration to include addition, deletion and

modification of user accounts, groups and application access

. Coordinated installation of network drops; troubleshooting and

resolving network configuration issues

CCS&T: Computer Support Specialist, 1997 - 1999

. System Operator for IBM 0/390 systems performing IPL's, backups and

database queries

. Data collection and analyses against all client/server systems

. Maintained system logs, reports and database information for

presentation to management for change processes and procedures

Dual Incorporated: Business Analyst II, 1997

. Reviewed and evaluated analysis information related to technical

performance of Multi-Platform Launch controller systems

. Provided monthly reports detailing cost and budget impact to programs

and processes

. Prepared graphic diagrams and reports for senior level management

Raven Inc: Technical Illustrator, 1993 - 1997

. Provided administrative support to Program Management and staff

. Scheduled and coordinated executive meetings, conferences and

technical demos; travel arrangements and monthly reports

. Prepared and processed security clearances

CLEARANCE:

. Active Top Secret/SCI with CI Poly

EDUCATION/CERTIFICATIONS

. Bachelor's of Science: Business Administration and Marketing, James

Madison University, 1992

. Security + Certification

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