Software Customer Service

A LLEN P. AYERS

I T SYSTE M ENG I N EER

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

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

SUM MARY:

Systems/Computer Technology Engineer with over 10 years’ of experience installing, operating

and maintaining operating systems, storage, basic network infrastructure, some forensics and

backup/recovery SANs. Successfully worked in team environments to ensure maximum

performance of the enterprise technology. Experienced with Oracle 10g/ 11g as well as SQL.

Worked primarily in Windows environments but familiar with Unix/Linux as well. Possesses a

B.S. in Computer Science & IT Systems Management as well as Network +, A+, Security+,

CCNA, and MCSE certifications.

Implemented, operated and maintained communications systems. U ses 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, t roubleshot, and repaired network

systems equipment and circuits utilizing tools and test equipment. I solated

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,

i mplementation 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

p roductivity and effectiveness

Troubleshot technical and operational problems with utilization of Kaseya remote

monitoring and ConnectWise systems

Experienced with data extraction, t ransformation and load methods.

Experience with Remedy Help Desk Software.

Maintain and update records and t racking 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 t rouble t icket system as well as front

desk.

Mentored and t rained individuals within the IT organization.

E M P LOY M EN T H IS TORY:

Windows System Administrator / System Engineer 01/2009 –

P resent

L ockheed Ma r tin - I nformation Technology Systems

P rovided IT systems administration, customer service as well as equipment and

telecommunication support. Skilled at advising, assisting and t raining 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 t roubleshooting, and incident escalation

to the Infrastructure Operations, Engineering, and Desk Side Support teams.

Installed, configured, t roubleshot, 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, t roubleshooting,

and maintenance of IT hardware, operating and software systems.

Planned, developed, implemented, and maintained programs, policies, and procedures to

p rotect the integrity and confidentiality of systems, networks and data.

Promoted awareness of security issues among management and ensured sound security

p rinciples. Duties may include setting up administrator and service accounts, maintaining

system documentation, tuning system performance, installing system wide software and

a llocate mass storage space.

Interacted with users and evaluated vendor products. Made recommendations to purchase

hardware and software, coordinated installation and provided backup recovery.

O ther Responsibilities:

Designed, installed, operated and maintained analysis tools.

Generated management reports.

Interpreted customer requirements and t ranslated 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

s tandard operating procedures for system use / security

Participated in Oracle 11g upgrade.

Enterprise Server Administrator 11/2004 –

12/2008

N GA - Washington Navy Yard, Washington, D.C.

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

E nterprise Operations (E) Di rectorate at the Washington Navy Yard (WNY);

i mplemented 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

p roblem; processed and addressed t rouble calls

Evaluated and t roubleshot external interfaces, provided support and solutions.

Trained government users

Managed third party maintenance providers

Performed I T asset management and procurement functions

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

p roblems

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 W indows NT, 2000 or 2003 server and PC operating systems;

i mplement installations, upgrades and patches as needed or available

Network Systems Technician

01/2000 – 12/2004

C yber Core Technology – University of M D, Medical Center Baltimore / John Hopkins

M edical Center

P rovided 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

l aptops

Assess and remedy end user hard / software issues; t rained end users as needed

Allocated company IT resources as needed including servers, workstations, laptops,

p rinters and multi-media equipment, as well as using SaaS – Windows Azure, Amazon

Web Services, Salespoint

Managed multi-server W indows 2003-R2 LAN, 8000+ workstations

Administrated procurement policies, assessed needs / products, made recommendations

for purchases and oversaw purchase and installation of equipment and software

Worked daily with a variety of EMR systems – EP IC, Nextgen, Cerner and

A llscripts. I supported these systems with the assistance of various medical staff

a nd vender operational staff.

Bowie State University

I T 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 t raining 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 t raining 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

d irection to related staff and/or serves as a project leader for particular systems projects.

M aintains 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

a lternative solutions; coordinate acquisition/installation.

E D UCAT IO N:

M .Sc. – Computer Technology & Cyber Security, U MBC – Cur rently Enrolled (06/2014)

B.S. - Computer Science & I T Systems Management, University of M D, College Park

(05/2003)

M ember of USAF Reserve 459 t h Squadron – Andrews Air Force Base

S PEC IAL IZE D TRA I N I NG:

Academy of Computer Education

N etwork +, A+, Security+, CCNA, MCSE 2003

CISSP T raining (2010) – U MBC School of Technology

CEH / Security + T raining – 2011 (TESST College)

GSEC – GIAC Security Essentials T raining

T EC H N ICAL PRO F I C I E NC I ES:

Operating Systems: Windows 8/8.1/ 7 / Vista, Windows Server 2008 R2 / 2012,Windows Server 2003; Windows 2000 Server; Windows NT,9x, 2000, XP, Novell

N etware; Cisco IOS; UN IX; Solaris 8-11; Linux BSD; MAC OS X, Red Hat – Fedora

Core

Software: M icrosoft Exchange Server 2003; HP OpenView; Veritas Net Back Up

E xec; NetApps./Node Manager, MS Sharepoint 2012, MS HyperV, Cit rix Xenapps,

PeopleSoft; Lotus Notes, MS Active Di rectory 2000 -2008, M icrosoft Office Suite;

M icrosoft Server Management System; AutoCAD, Novell Groupwise/Zenworks;

Symantec Antivi rus/Firewall Suite; H EAT; Remedy; T rack-I t; Kaseya 6.3,

ConnectWise, SaaS – Windows Azure, Amazon Web Services, Salepoint

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

Computer Forensics: E-Discovery, I look (V.8), Paraben P2, FTK, EnCase V.5,

I Ximager, D r iveSpy, 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

t ypes (i.e. PST files)

Media editing & Cloning (imaging) and automated deleted file

r ecovery

Contact this candidate