Manager Active Directory
Resume:
Mr. Truong H. Nguyen
Falls Church, VA *****
******.******@***.***
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:
O
27-NOV-2000)
Microsoft Certified Technology Specialist (MCTS):
O
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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