Software Customer Service

ALLEN P. AYERS

IT SYSTEM ENGINEER

Email: *****.*.*****@*****.***

Contact: 240-***-**** / 301-***-****

SUMMARY:

Systems/Computer Engineer with over 10 years' of experience installing,

operating and maintaining operating systems, storage, network

infrastructure, forensics and SANs. Successfully worked in team

environments to ensure maximum performance of switches, firewalls, routing

protocols and TCP/IP. Experienced with Oracle 10g and 11g as well as SQL.

Worked in Windows and UNIX environments. Possesses a B.S. in Computer

Science & IT Systems Management as well as Network +, A+, Security+, CCNA,

and MCSE 2003 certifications.

. Implemented, operated and maintained communications systems. Uses

agile logistics support channels to sustain continuous network

operations. Removes, repairs, and replaces assemblies and

subassemblies to optimally sustain voice, data, and video networks.

. Established priorities, maintained tests, troubleshot, and repaired

network systems equipment and circuits utilizing tools and test

equipment. Isolated malfunctions using diagnostic software, technical

data, block diagrams, voltage and waveform measurements, and other

tests requiring specialized test equipment.

. Comprehensive IT systems, development and administration experience.

. Skilled in gathering user requirements, data analysis, development,

testing, implementation and support.

. Technical knowledge with the ability to analyze technical solutions to

address strategic business needs.

. Experience includes various backup, recovery, and performance tuning

techniques.

. Proven ability to analyze programs and make recommendations for

improvement of productivity and effectiveness

. Troubleshot technical and operational problems.

. Experienced with data extraction, transformation and load methods.

. Experience with Remedy Help Desk Software.

. Maintain and update records and tracking databases.

. Diagnosed, identified, isolated and analyzed problems utilizing

historical database records.

. Resolved technical problems in support of internal and/or outside

customer computer hardware, software, network, and telecommunications

systems.

. Several years' experience administering the Lab trouble ticket system

as well as front desk.

. Mentored and trained individuals within the IT organization.

EMPLOYMENT HISTORY:

Senior System Administrator

01/2009 - Present

Lockheed Martin Information Technology

Provided IT systems administration, customer service as well as equipment

and telecommunication support. Skilled at advising, assisting and training

the application of hardware and software systems. Performed patching,

backups, and disaster recovery operations for Windows Systems.

. Monitored server uptime, performance of routine operational

maintenance procedures, completion of daily operational checklists,

tier-one troubleshooting, and incident escalation to the

Infrastructure Operations, Engineering, and Desk Side Support teams.

. Installed, configured, troubleshot, and maintained hardware and

software to ensure the availability and functionality of the systems.

. Recovered data in the event of hardware or software failure.

. Planned, scheduled and coordinated the installation, testing,

operation, troubleshooting, and maintenance of IT hardware, operating

and software systems.

. Planned, developed, implemented, and maintained programs, policies,

and procedures to protect the integrity and confidentiality of

systems, networks and data.

. Promoted awareness of security issues among management and ensured

sound security principles. Duties may include setting up administrator

and service accounts, maintaining system documentation, tuning system

performance, installing system wide software and allocate mass storage

space.

. Interacted with users and evaluated vendor products. Made

recommendations to purchase hardware and software, coordinated

installation and provided backup recovery.

Other Responsibilities:

. Designed, installed, operated and maintained analysis tools.

. Generated management reports.

. Interpreted customer requirements and translated those into technical

specifications.

. Conducted data backups and restores using Quest and Netback up.

. Developed policies & coordinated with vendors to ensure problems with

equipment were addressed.

. Modified customer applications / systems as requested or needed.

. Documented all network, hardware and software activities, upgrades or

modifications.

. Developed backup and recovery strategies for assigned systems.

. Acted as the Technical point of contact and expert on installation,

configuration and user issues.

. Evaluated system / customer needs and provided purchase

recommendations; developed standard operating procedures for system

use / security

. Participated in Oracle 11g upgrade.

Enterprise Server Administrator

11/2004 - 12/2008

NGA - Washington Navy Yard, Washington, D.C.

Coordinated with the Enterprise Management Officers (EMO) in support of the

NGA Enterprise Operations (E) Directorate at the Washington Navy Yard

(WNY); implemented support services for the NGA infrastructure including

multiple networks, systems, applications and servers.

Other Responsibilities:

. Troubleshot issues and isolated faults, identified solutions,

documented and resolve the problem; processed and addressed trouble

calls

. Evaluated and troubleshot external interfaces, provided support and

solutions.

. Trained government users

. Managed third party maintenance providers

. Performed IT asset management and procurement functions

. Installed software and reported to the Site Lead and / or SA regarding

various errors or problems

. Reviewed Windows server applications and workstation problems and

provided corrective actions / recommendations

. Track database backups, examine activity logs and perform problem

resolution as needed

. Configure and maintain Windows NT, 2000 or 2003 server and PC

operating systems; implement installations, upgrades and patches as

needed or available

Network Systems Technician 01/2000 - 12/2004

Cyber Core Technology - University of MD, Medical Center Baltimore

Provided support for in-house computer networks for 34 buildings ranging

from Enterprise level servers / routers to desktop help in multiple

platforms.

Other Responsibilities:

. Developed and implemented strategies for installation, configuration,

maintenance, support and optimization of all system hard / software,

communication links, PCs and laptops

. Assess and remedy end user hard / software issues; trained end users

as needed

. Allocated company IT resources as needed including servers,

workstations, laptops, printers and multi-media equipment

. Managed multi-server Windows 2003-R2 LAN, 8000+ workstations

. Administrated procurement policies, assessed needs / products, made

recommendations for purchases and oversaw purchase and installation of

equipment and software

Bowie State University

IT Support Technician

09/1998 - 01/2000

Provided analytic/diagnostic and technical assistance services to computer

users regarding computer hardware and software problems.

. Participated in needs assessment discussions.

. Delivered end user training as assigned.

. Troubleshot and repaired simple network connectivity issues and

referred more complex issues to location network specialists and/or

district network technicians.

. Installed, configured, maintained, and repaired software/hardware,

desktops and laptop PC's and peripherals such as printers in a

relevant operating system environment.

. Removed old equipment and performed data migration to new machines as

needed.

. Provided comprehensive technical assistance and initial training to

computer users.

. Participated as a team member in planning, developing and

implementation of new network systems and revisions/updates to

existing systems. Provide guidance/work direction to related staff

and/or serves as a project leader for particular systems projects.

Maintains an inventory of installed software and software licensing

compliance. Some positions may order, stock and maintain inventory of

equipment replacement parts and supplies based on cost guidelines

provided by supervisor. Provides system support services for location

wireless network and/or laptops. Evaluates package software or

hardware solutions from third party vendors; evaluate and test;

recommend acquisition and/or alternative solutions; coordinate

acquisition/installation.

EDUCATION:

M.Sc. - Computer Technology & Cyber Security, UMBC - Currently Enrolled

(06/2014)

B.S. - Computer Science & IT Systems Management, University of MD (05/2003)

Member of USAF Reserve 459th Squadron - Andrews Air Force Base

SPECIALIZED TRAINING:

. Academy of Computer Education

Network +, A+, Security+, CCNA, MCSE 2003

. CISSP Training (2010) - UMBC School of Technology

. CEH / Security + Training - 2011 (TESST College)

. GSEC - GIAC Security Essentials Training

TECHNICAL PROFICIENCIES:

. Operating Systems: Windows 7 / Vista, Windows Server 2008 R2,Windows

Server 2003; Windows 2000 Server; Windows NT,9x, 2000, XP, Novell

Netware; Cisco IOS; UNIX; Solaris 8-11; Linux BSD; MAC OS X, Red Hat -

Fedora Core

. Software: Microsoft Exchange Server 2003; HP OpenView; Veritas Net

Back Up Exec; NetApps./Node Manager, MS Sharepoint 2012, MS HyperV,

Citrix Xenapps, PeopleSoft; Lotus Notes, MS Active Directory 2000

-2008, Microsoft Office Suite; Microsoft Server Management System;

AutoCAD, Novell Groupwise/Zenworks; Symantec Antivirus/Firewall Suite;

HEAT; Remedy; Track-It;

. Programming Languages: JavaScript, C++, PowerShell, Python

. Computer Forensics: E-Discovery, Ilook (V.8), Paraben P2, FTK, EnCase

V.5, IXimager, DriveSpy, ByteBack, DD Utility

. Databases: 10G, 11g, and SQL

o These forensic tools have been utilized for the following

purposes:

. Electronic Surveillance & Discovery (E-discovery)

. Evidence-grade (preservation file) media images

. Event sequencing

. Various types of file conversions

. Decrypting secured files as well

. Real-time examinations, snapshots and scanning multiple

email types (i.e. PST files)

. Media editing & Cloning (imaging) and automated deleted

file recovery

Contact this candidate