Mr. Truong H. Nguyen

Falls Church, VA *****

acbv2t@r.postjobfree.com

703-***-****

SECURITY CLEARANCE: Active TS/SCI (13-NOV-2013)

CAREER OBJECTIVE: To be in a job where I am still working on the latest and leading edge of technology.

SUMMARY:

Dedicated and self-motivated VMware/Windows System Administrator with extensive hands-on experience in

Windows system administration

Process strong multi-tasking abilities with little or no supervision

Work well both independently and as contributing member of the team

Experience in VMware ESXi 4.1&5.0 – Perform consolidation and migration efforts: P2V using VMware vCenter

Converter 4

Network/Protocols: LAN, WLAN, TCP/IP, WINS, DNS, DHCP, POP3, SMTP, FTP, VPN, Ethernet

Configure and secure IEEE 802.11g & 802.11n WLAN by changing the default wireless router’s Service Set

Identifier (SSID) & password, disabling the SSID broadcast, generating random or custom 64/128-bit Wired

Equivalent Privacy (WEP) keys, and enabling wireless MAC address filter

Able to assemble a PC starting with the motherboard follow by CPU, heat sink, “matched” RAM memory, 3

and/or 5 ” hard drive bay(s) and cable(s), CD/DVDROM, expansion card(s), cooling fan(s), power supply, ect.

Experience and familiar with Hypervisor technology like installing, configuring, administering VMware ESX 4.1 &

5.0 upgrade

Create and manage VMs (virtual servers & vCenter) and also involved in the maintenance of the virtual servers

Experience supporting large enterprise wide environments (i.e. 500+ servers and 3,000+ users)

Possess extensive expertise in maintaining Windows 2003/2008 Server environment

Experience troubleshooting Windows Server hardware / software and troubleshooting applications

Experience with MS Active Directory:

- Configure and deploy GPOs to target user groups or machine groups as well as troubleshooting issues within

that area

- Manage account administration and access control using AD groups and local groups, AD users, computers,

and OU containers

Experience with security best practices (e.g. DoD STIG & DISA Gold Disk)

In-depth knowledge of HP server hardware (rack mount and blade) and operating system internals

In-depth experience with the imaging process

Understand all aspects of server lifecycle management (baseline development, provisioning, patch management,

configuration management, backup/recovery and decommissioning)

General knowledge of networking technologies including network protocols (e.g. TCP/IP) and network addressing

Understand Enterprise server hardware technologies and configuration

Experience with software distribution packaging, patch deployment, troubleshooting related client and server

issues, and deploying packages to target user groups or machine groups

Automate patch deployment and updates (e.g. service packs and configuration changes) across a large server

environment (1,000+ OS instances) via tools and/or scripts

Experience with managing and supporting desktop security anti-virus solutions. This includes configuring and

managing the server infrastructure, deployment of anti-virus solutions (client and server)

Ability to maintain a reliable and methodical approach to support and documentation

Quick learner highly motivated with excellent organizational and analytical skills

Consistent Communication Skills: Report in a clear, concise, and thorough fashion, simplifying difficult concepts

and developing concrete terms for abstract ideas while increasing accuracy

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EDUCATION: STRAYER UNIVERSITY, ALEXANDRIA, VA SEPTEMBER, 2003

B.S., COMPUTER NETWORKING (GPA: 3.59/4.00, Cum Laude)

PROFESSIONAL IT CERTIFICATONS (21):

CompTIA

1. Network+ 2009 (Career ID No.: COMP001020029867; Issue Date: 14-NOV-2009)

2. Security+ 2011 (Career ID No.: COMP001020030035; Issue Date: 28-NOV-2011)

Microsoft – MC ID: 2102651

Microsoft Certified Professional (MCP) on Windows NT 4.0 (Certification No.: A450-6099; Achievement Date:

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27-NOV-2000)

Microsoft Certified Technology Specialist (MCTS):

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1. Windows Server 2008 Active Directory, Configuration (Certification No.: D631-9423 ; Achievement Date:

5-FEB-2012)

2. Windows Server 2008 Network Infrastructure, Configuration (Certification No.: D686-0706; Achievement

Date: 14-MAR-2012)

3. Windows 7, Configuration (Certification No.: D777-7346; Achievement Date: 12-MAY-2012)

4. Microsoft Exchange Server 2010, Configuration (Certification No.: D960-5754; Achievement Date: 22-

JULY-2012)

5. Windows Server 2008 Applications Infrastructure, Configuration (Certification No.: E153-6757;

Achievement Date: 03-FEB-2013)

6. Work in Progress – Microsoft SharePoint 2010, Configuring (Certification No Achievement Date: XX-

DEC-2013)

Microsoft Certified IT Professional (MCITP):

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1. Server Administrator on Windows Server 2008 (Certification No.: D711-2834; Achievement Date: 15-APR-

2012)

2. Enterprise Messaging Administrator on Exchange 2010 (Certification No.: E021-5719; Achievement Date:

30-SEPT-2012)

3. Enterprise Desktop Administrator on Windows 7 (Certification No.: E090-2142; Achievement Date: 07-

DEC-2012)

4. Enterprise Administrator on Windows Server 2008 (Certification No.: E251-9405; Achievement Date: 28-

APR-2013)

5. Work in Progress – SharePoint Administrator 2010 (Certification No Achievement Date: XX-DEC-2013)

Microsoft Certified Solutions Associate (MCSA):

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1. Windows Server 2008 (Certification No.: D713-1383; Achievement Date: 16-APR-2012)

2. Windows Server 2012 (Certification No.: E042-3730; Achievement Date: 28-OCT-2012)

3. Windows 7 – (Certification No.: E090-2143; Achievement Date: 07-DEC-2012)

Microsoft Certified Solutions Expert (MCSE):

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1. Windows Server 2012 Infrastructure (Certification No.: E049-2234; Achievement Date: 06-NOV-2012)

2. Windows Server 2012 Desktop Infrastructure (Certification No.: E101-7627; Achievement Date: 16-DEC-

2012)

3. Windows Server & System Center 2012 Private Cloud (Certification No.: E118-7333; Achievement Date:

30-DEC-2012)

VMware – VCP No.: VMW-00510734E-00093246

1. VMware Certified Professional – Datacenter Virtualization on vSphere 4 (VCP4-DCV) (Issue Date: 24-SEP-

2011)

2. VMware Certified Professional – Datacenter Virtualization on vSphere 5 (VCP5-DCV) (Issue Date: 22-FEB-

2012)

3. VMware Certified Professional 5 – Desktop (VCP5-DT) (Issue Date: 20-OCT-2012)

4. VMware Certified Professional – Cloud (VCP-Cloud) (Issue Date: 17-NOV-2012)

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PROFESSIONAL EXPERIENCE:

General Dynamics Information Technology (GDIT), 3211 Jermantown Rd, Fairfax, VA 22030 07/2013 – Present

Principal Systems Administrator at the Defense Advanced Research Projects Agency (DARPA)

VMware vSphere 5

- Deploy Windows 2008 virtual servers from Virtual Machine (VM) template that has been: (1) fully patched via

Microsoft System Center Configuration Manager 2012 (SCCM); (2) compliant with the DISA Security

Technical Implementation Guide (STIG) via the Host Based Security System (HBSS) and the Security

Content Automation Protocol (SCAP) Compliance Checker (SCC)

- Manually add ESXi patches into Update Manager (VUM) for closed networks (SIPRNet & JWICS) by creating

baselines or baseline groups that can be used to remediate the ESXi hosts

- Manage vCenter permissions by associating VMware permissions to AD security groups

Windows Server 2008 Active Directory (AD) and Exchange 2010

- Configure Group Policy Objects (GPO’s) according to DISA’s STIG and link them to the AD organizational

units (OU’s)

- Create AD user accounts and Exchange mailboxes

- Create AD computer accounts and join servers to domains

Microsoft SharePoint 2010

- Create site collections (top-level sites) and subsites

- Manage site permissions by associating SharePoint permissions to AD security groups

Microsoft Virtual Desktop Infrastructure (VDI)

- Deploy Windows 2008 virtual servers with Remote Desktop Services (RDS) to host multiple, simultaneous

client sessions

- Configured and deployed DELL Wyse thin-client hardware devices that run an embedded Windows 7-based

operating system with Remote Desktop Connection (RDC) client software

- Enable single sign-on for RDC clients by: (1) Configuring authentication on the RD Session Host server; (2)

Configuring the client computer to allow default credentials to be used for logging on the specified RD

Session Host servers by using either Local Group Policy or the Group Policy Management Console (GPMC)

- Configure Folder Redirection policy in the GPMC and AD for all user profiles (Desktop, Documents, Pictures,

Favorites, Contacts, etc.) to redirect to the NetApp Storage Area Network (SAN)

Perform security hardening on all servers prior to production deployment using Security Content Automation

Protocol (SCAP) Compliance Checker (SCC)

IntePros Federal, 1 Research Court (Suite 160), Rockville, MD 20850 06/2012 – 07/2013

VMware System Administrator at the Pentagon’s Joint Chiefs of Staff (DoD)

Maintained and administered Active Directory (AD) 2008 and Microsoft Exchange 2010 servers

- Provided standard user management including setting up of user accounts, exchange mailboxes, and

assignment of home drive

- Created Organizational Units (OUs) for implementation of Group Policy Objects (GPOs)

- Created AD security groups to manage vCenter permissions

- Performed exmerge, a process of deleting e-mails which were sent out unintentionally to multiple recipients’

mailboxes using a third party software (Exchange 2010 Mailbox Search Tool v1.0)

- Assigned mailbox permissions

Installed, configured, and provided maintenance of Windows physical servers using HP Integrated Lights-Out

(iLO) Remote Management & IBM BladeCenter Advanced Management Module for 5 data centers

- Hardware: (1) HP ProLiant BL465c & BL685c G6; (2) IBM LS41 (TYPE 7972) & LS42 (TYPE 7902)

- Configured RAID1 for HP ProLiant BL685c G6 blades using HP SmartStart CD and deployed Microsoft

Windows Server 2008 R2 Enterprise servers

Managed several vSphere 5 virtual environments (staging & production)

- Provided support of vSphere 5 upgrades on ESXi 4u1 hosts

- Designed, installed, configured VMware ESXi 4u1 & 5 clusters, within vSphere 4 and 5 environments with

VirtualCenter (vCenter) management, DRS, HA, DPM, vMotion and VMware Data Recovery

- Created VMs from ISO and fully patched template for VM deployment

- Organized VMs into folders in the data center for managing permissions for different teams using AD groups

and VMware permissions

- Migrated VMs from one datastore to another across the WAN and add them to the inventory of the ESXi

cluster

Managed print servers, printers, and print devices:

- Created printers and ports using IP Address Management (IPAM, a TCP/IP Scanning and Address

Management Tool) on DHCP servers

- Configured print devices including multi-function devices (HP & Samsung) with static IP addresses and latest

drivers

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- Managed printers using HP Web Jetadmin

Monitored all servers (Windows & ESXi) using System Center Operations Manager (SCOM) 2007 R2

Prioritized and resolved self-assigned Remedy trouble tickets including escalated tickets from Tier 1 & 2 helpdesk

Troubleshot and provide support for all workstations remotely using DameWare NT Utilities Application

Provided guidance to & cross train other team members

Adapted to changing environment requirements and managing multiple tasks

Created and/or updated system documentation and Standard Operation Procedures (SOP’s) as needed

Accenture, 800 N Glebe Rd (Suite 300), Arlington, VA 22203 01/2012 – 06/2012

Enterprise Management Tools Engineer at the National Reconnaissance Office (NRO)

Worked as part of a technical support team delivering a quality service to single/multiple clients using a variety of

hardware and software products

Provided technical support & maintenance of production and development systems and administration of

environments, running on various platforms, ensuring SLA targets are met

Provided expertise on system performance tuning, capacity planning, and maintenance patching and new version

installation

Provided ongoing management and/or improvement of activities related to a part or to the whole of a technical

infrastructure (e.g. information systems, security, telecommunications networks, etc.).

Deployed standard repeatable build outs

Managed relationship with application vendors and ensure they are meeting all service levels and responsibilities

Planned and implemented medium to high risk changes on production systems

Analyzed and assessed the impact and risk of low to medium

Conducted trend analysis with a focus on proactive identification of events/issues that threaten performance and

a consistent & timely resolution and documentation

Analyzed system performance indicators and recommend improvement actions

Monitored vendors' release notes and plan necessary upgrades and patches as required

Assisted disaster recovery tests

Created and reviewed technical system recovery plans

Reviewed the problem management register and identify and implement actions

Assessed/installed/maintained third-party tools

Made proactive suggestions for service improvements

General Dynamics Information Technology (GDIT), 6400 Grovedale Dr., Alexandria, VA 22310 06/2011 – 10/2011

Senior System Engineer at the Defense Advanced Research Projects Agency (DARPA)

Provided support for a closed network consists of VMware ESXi 4.1 licensed for clustering, Microsoft Windows

Server 2008 R2 x64 Datacenter, Exchange 2010, and Windows 7 Professional x86

- Installed, configured, and managed of network Microsoft Windows servers (domain controllers, application

server, exchange servers, files servers, web servers, and SQL servers) in accordance with established

policies and procedures

- Performed automated software security patch & service pack deployment to network Microsoft Windows

servers and workstations using Windows Server Updates Services (WSUS) 3.0 installed on an export

physical and an import virtual servers and configure client computers (workstations and servers) within the

disconnected network to install from the WSUS import virtual server using AD-based GPO

- Conducted backup/restore operations of virtual servers when needed

- Planned for system outages

- Troubleshot and resolved all Windows network related issues

Microsoft Office SharePoint (MOSS) 2010

- Managed and provided expertise in the provisioning, configuring, maintenance, functionality and efficiency of

enterprise SharePoint 2010 server

- Provided daily operations support for MOSS users by helping users to understand the way new software

works

- Maintained the integrity and security of MOSS by designing Active Directory (AD) Organization Units (OUs)

structure, creating AD security groups, and using Group Policy Objects (GPOs)

- Developed and implement testing strategies and document results

- Provided advice and training to end-users

Responsible for creation and maintenance of user accounts, security groups, distribution groups, and information

access control

Utilized McAfee ePolicy Orchestrator (ePO) management server to deploy and manage anti-virus software and

DAT updates to systems on the network

Performed security implementations using approved Security Technical Implementation Guides (STIGS)

Coordinated with vendors to resolve software issue and conducted follow-ups until issue is resolved

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Maintained system documentation

Made recommendations to purchase hardware and software, coordinate installation and provide backup recovery

Provided guidance and work leadership to less-experienced staff members

Maintained current knowledge of relevant technologies as assigned

Participated in special projects as required

Troubleshot problems reported by users

Communicated about any system failure to the users and update them about the possible uptime

Koniag Services, Inc. (KSI), 2751 Prosperity Avenue (Suite 100), Fairfax, VA 22031 10/2010 – 06/2011

System Administrator at the National Guard Bureau (NGB)

Provided system, network administration and hardware support for web-based software applications and

information systems in a Test environment

Provided technical and logistical support for application hosting environments

Installed Microsoft Windows Server 2003 & 2008 R2 x86 & x64 Standard, Enterprise, Datacenter, or Web on

legacy HP ProLiant BL20p G2 & G3 blade servers by using HP SmartStart CD to create the USB Key for RAID1

and RAID6 configurations and firmware upgrade

Supported the virtualization of all environments through the use of VMware ESXi 4.0 by:

- Converting HP ProLiant BL460c G6 blade servers with 2 hot-plug Small Form Factor SAS or SATA hard disk

drives (HDDs) into ESXi 4.0 hosts in conjunction with HP StorageWorks SB40c Storage Blade with 6 HDDs

for housing datastore and virtual machines (VMs)

- Installing and configuring VMware vCenter Server 4.0 software on a dedicated Windows 2008 R2 x64

Standard physical server in order to manage multiple ESXi 4.0 hosts and virtual machines through vSphere

Client 4.0 which is a single console application installed on a workstation

- Creating VMware templates from thin virtual machines with various operating system (OS) ISO installed

- Deploying virtual servers from fully patched & sysprep VMware templates

- Converting many physical machines to VMs (P2V) at the same time with a VMware Converter centralized

console and special consideration for domain controllers and application servers

- Managing the distribution of VMware software patches to ESXi servers using the vSphere Host Update Utility

on the vCenter server

Implemented the imaging process and deployment of Microsoft Windows 7 Enterprise x86 by using the following

tools:

- Windows Automated Installation Kit (WAIK) to create the Windows Pre-installation Environment (WinPE)

bootable CD or USB flash drive (UFD) by using the WinPE Deployment Tools Command Prompt and

command lines

- Symantec Ghost 8.0 to capture or deploy Microsoft Windows 7 Enterprise x86 image over the network or at a

local workstation

- Sysprep and an .xml answer file created from the WinPE Windows System Image Manager (WSIM) to

prepare a computer for imaging

Completed the Defense Information Systems Agency (DISA) Gold Disk v2.0 security and vulnerability

assessments for Microsoft Windows 2003 servers, and Security Technical Implementation Guide (STIG) for 2008

servers supporting applications and information systems by using Microsoft Active Directory Group Policy or the

Local Group Security Policy

Coordinated with the client technical staff to complete patch updates, deploy software releases, and implement

new software applications

Managed the distribution Microsoft software updates, hot fixes, service packs, device drivers, and feature packs

using Windows Server Updates Services (WSUS) 3.0 installed on a central server and configured client

computers (workstations and servers) within the network to install from the WSUS server using Active Directory-

based Group Policy Object (GPO)

Northrop Grumman Corporation, 12900 Federal Systems Park Drive, Fairfax, VA 22033 01/2010 – 10/2010

Windows Systems Administrator 3 at the Department of Homeland Security (DHS)

Install, setup and configure Microsoft Windows 2008 servers (domain controllers, application servers, file servers,

and LANDesk servers) for secured environments in both virtualized and physical Intel processor platforms

Create and configure VMware ESXi 4.1 64-bit HP Blade physical servers with RAID6 to host VMware

VirtualCenter environments

Create and configure virtual machines (VMs) within the VMware vSphere Client and allocate corresponding

system resources as required

Maintain industry and government IT compliance via scheduled and unscheduled maintenance, installation of

technology upgrades and security patch/software updates using virtual machines (VMs) and LANDesk (similar to

SMS or SCCM)

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For scheduled maintenance - Work from 10 PM to 4 AM on every last Friday of the month to push out

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Microsoft patches to over 1600 workstations and 200 servers across the network

- For unscheduled maintenance – Perform manual and script automated software security patch deployment to

Microsoft Windows servers and workstations by the required suspense date

Perform Microsoft Active Directory maintenance and administration

Manage domain and attached systems via Active Directory and LANDesk

Backup and restore database using Microsoft SQL Server 2008 Management Suite

Assist in maintenance of Citrix server farm and thin clients

Implement and roll out of new systems while learning new technologies quickly without extensive prior knowledge

of a system or its architecture (mostly Microsoft and VMware)

Participate in a migration of existing systems from physical to virtual

Manage and administer DNS, DHCP, AD, Group Policy, and other internal and proprietary software/systems

Perform security implementations on Windows 2003 and 2008 servers using approved DoD Security Technical

Implementation Guides (STIG’s) and Gold Disk v2.0

Implement proper disaster recovery procedures

Support a variety of server and desktop COTS and GOTS applications

Utilize the company’s HP Service Desk ticketing system for tracking of IT tasks/duties

Maintain operational procedures and guides and maintain hardware and software inventories

Provide desktop & systems support (tier 1, 2 & 3) of corporate & offsite/remote users including troubleshooting on

networking issues, laptops, desktops, printers, and docking stations

Work as part of a team a majority of the time however some tasks can be done individually without the need for

excessive communication

Pragmatics, Inc., 1761 Business Center Dr, Reston, VA 20190 06/2009 – 01/2010

System Administrator at the Defense Information Systems Agency (DISA)

Assisted users, manage and create SATCOM Data Base Management Tool (SDB-MT) accounts by administering

Windows 2000/2003 servers in an Active Directory environment and the SDBWin 1.2 tool

Ensured that all Windows 2000/2003 servers are compliant with security policies and guidelines

Monitored accounts that are set to expire or passwords that need to be reset

Updated the Symantec virus definitions on all 8 servers

Examined the Event Logs to identify and diagnose the source of current system problems, or to predict potential

system problems

Ran retina scan on all of the systems & install patches based on the Vulnerability Management System (VMS)

alerts

Monitored the Joint Command, Control, Communications, Computers, and Intelligence (C4I) Decision Support

Center (JCDSC) helpdesk line, check e-mails, and ensure that the systems function properly

Ensured all backup procedures for the Joint C4I Decision Support Center (JCDSC) system data and software are

followed and functional

Maintained off-site backups of all software, data, and documentation for the JCDSC system at the Pragmatics

facility

CACI International, Inc., 4114 Legato Rd (7th Floor), Fairfax, VA 22033 06/2008 – 06/2009

Promoted to System Administrator 2/Network Support Technical Lead at the U.S. State Department (DoS)

Under general supervision, maintained data files and controlled procedures for a system of network computers or

for a single group microcomputers linked to a host workstation, or mainframe

Performed backup using the Grandfather-father-son strategy:

- Differential/Incremental backup (12-hr range – 6 PM to 6 AM) runs daily from Monday through Friday.

- Weekly full backup (60-hr range – 6 PM on Friday to 6 AM on Monday of the next week) is on every Friday.

- Monthly full backup is on the last Friday of each month.

- The retention for differential/incremental backup is 2 weeks. The weekly full backup is retained for one

month. The monthly full backup is retained one year. The monthly full tapes are stored at an “off-site”

location. After the period of retention is expired, the media can be rotated and re-used.

- Based on the role of each server, the data logical drive location or the size of the data, each server may have

its own policy.

Responsible for system security by updating virus definitions on the Norton server

Worked with the Active Directory to add, transfer, remove, or update user accounts

Worked with the Exchange integrated Active Directory to create individual user mailboxes, group mailboxes, and

distribution groups

Analyzed server system logs and identify potential issues

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Installed and troubleshot local and/or network server print queues and printers

Installed and configured new hardware (such as local and network printers, HP Digital Sender, etc…) and

software

Configured and troubleshot Microsoft Outlook 2007 by:

- Setting up Address Books and Distribution Lists

- Customizing e-mail messages using signatures

- Creating Outlook profile which corresponds to various Exchange servers

- Creating and customizing calendar for sharing by specifying the people or group(s) who can have access

- Creating .PST e-mail containers on local and/or network drives to prevent the “Mailbox” from getting full

- Configuring remote access to the .PST e-mail containers from various TDY locations via “CITRIX” & virtual

private network (VPN) connections

- Creating rules for where e-mail traffic should go

- Adding additional group mailboxes

- Troubleshooting corrupted user Outlook profile

- Ensuring all settings are the same when PC’s get replaced by copying the .NK2 file to the correct directory

and configuring the “Microsoft Office Save My Settings” wizard

Created Cable Xpress (Lotus Notes Application) accounts on various Sensitive but Unclassified (SBU) and

Classified Local Area Network (CLAN) servers

Installed, created, and configured Cable Xpress desktop profiles to work with Microsoft Outlook 2007 when

forwarding cables

Configured and troubleshot Blackberry devices

Identified root causes and resolved escalated trouble tickets from Tier 2 desktop technicians

Followed established SOPs and work closely with the support team members and leaders to identify needed

changes, refinements, or additions to current processes

Insured that the network infrastructure is up and running at all time

CACI International, Inc., 3130 Fairview Park Drive, Falls Church, VA 22201 10/2005 - 06/2008

Escalation Desktop Analyst at the Air Force Pentagon – 844th Communications Squadron (DoD)

Provided Tier 2 desktop support to the HQDA staff consisting of over 10,000 users by responding to phone & e-

mail requests

Performed Tier 2 hardware/software troubleshooting, upgrades and connectivity problems by providing hands-on

or remote support via Microsoft Systems Management Server (SMS)

Use Remedy ticketing system by:

o Making initial assessment of request to resolve all issues

o Recording and tracking all incidents and complaints

o Keeping customers informed on request status and progress

o Managing request life-cycle, including closure and verification

Worked on assigned tickets and irresolvable issues from other technicians

Performed unclassified NIPRNet and classified SIRPNet desktop/laptop PC “Ghost” imaging

Performed limited network administration such as:

- Updating user or/and computer accounts

- Placing printer and scanners on the network using static IP addresses

- Creating, configuring, and maintaining print queues and farms on print servers

- Configuring user Active Directory accounts to be used w/ the Common Access Cards (CAC) for domain logon

- Providing access control to Remote Access Service (RAS) & CITRIX remote users

- Securing the Active Directory and protecting the Windows environment from the risk of power escalation and

inadvertent security threats through granular access control

Configured, installed, and troubleshot all local or/and network printers

Assisted peers on procedures for setting up and troubleshooting, CAC, Blackberry, and Remote Access (CISCO

VPN, CITRIX, or Verizon AirCard software)

Participated in deployment of new software or/and software upgrades

Documented problem resolution in the Remedy call-tracking database

Documented and distributed procedures and solutions to commonly reported problems

Analyze and troubleshoot problems that may be affecting the Blackberry device, e-mail accounts, user accounts,

or service provider voice/data services at the user level

Provided limited one-on-one desk side training for customers requiring assistance software applications (Adobe

Acrobat 7 Professional, Business Objects, Blackberry Desktop Manager 4.x, GhostView, PureEdge 6.5, Quest

5.7, etc…) and/or IT equipment

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Trained new Tier 2 technicians

Performed other tasks as assigned by the Program Manager, Deputy Program Manager, and the Help Desk

Manager

Stanley Associates, Inc., 3101 Wilson Blvd (Suite 700), Arlington, VA 22201 06/2005 – 10/2005

Systems Analyst at the U.S. Department of Transportation

Under guidance and supervision of a senior analyst or the Project Manager, provided design, development,

coding and testing, troubleshooting, deployment, and maintenance of the Virtual Office of Acquisition (VOA) web

site of the Maritime Administration (MARAD) using HTML, VBScript, ASP.NET, source control with Microsoft

Visual Source Safe, Visual Studio .NET 2003, and FrontPage 2003

Implemented other web-based document management products such as eRoom & Documentum

Maintained the currency of the Microsoft SQL databases

Arrowhead Global Solutions, Inc., 3190 Fairview Park Dr., Falls Church, VA 22042 01/2005 – 06/2005

Tier 1 Helpdesk Technician at the National Guard Bureau (NGB)

Performed entry-level work on the Tier 1 helpdesk call center and interact with Microsoft Windows NT/2000

workstation users to Microsoft Office 2003 suite via the telephone and Remote Access software (Unicenter

Remote Control)

Worked with Remedy and/or CA Unicenter helpdesk applications to create, modify, and update trouble tickets

Used additional technologies include: Citrix Metaframe, printers, TCP/IP, and web-based applications

Administered domain user accounts in an organizational unit (OU) of the Active Directory by creating & disabling

account, resetting password, and adding users to group locally or through VPN

Updated user account information in the Exchange server and Active Directory

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