Management System Administrator

Crystal Thompson

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

Elkridge, MD 21075, Phone: 757-***-****

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

OBJECTIVE: Secure a challenging technical position within a progressive organization that will allow me to utilize my training experience in Systems Administrator and Engineering.

CLEARANCE

Active TS/SCI - Inactive CI Poly

EDUCATION

ECPI College of Technology - AA Computer Electronics Technology, February 2006

TECHNICAL EXPERIENCE SUMMARY

I have provided Tier 3&4 Support, oversight in 24x 7 Operation Data Center, wide-spread Network Enterprise environment over several classification levels, supporting over 10,000 users. I have worked within the field of Information Systems specializing in Network Enterprise Operations/System Administrator/Engineering. I have worked on Windows Server 2003-2012, Microsoft Exchange, Java, Unix’s/Linux’s, Splunk, NewRelic, Cloud, JIRA, Remedy, virtual servers, Active Directory, Norton Antivirus, and McAFee Antivirus tools. Server/ PC set up and installations. I have performed functional and analytical activities for various departments.

LEADERSHIP SKILLS

Successfully studying work methods, administrative guidelines, procedures, utilization of human resources, work assignments, delegations of authority, strategic planning and management controls. Leading high visibility and intense activities such as the IT Lead Manager during healthcare.gov’s initial roll out in 2013-2014. Worked closely with Google, CMS, and HHS senior executives to provide analytical reports to White-house official. Supported large-scale computer systems in a multi-server environment, delegating tasks and ensuring completion where prioritizing tasks and activities are essential to success. Initiate and execute very complex administrative and management projects. Managed teams operating using agile methodologies including conducting daily stand ups and deploying integrative releases. With unique organizational structures, provided coordination and developments.

CERTIFICATION

Microsoft Certified IT Professional (MCITP) –2008

Microsoft Desktop Support Certified (MCDST) May-2006

Security + (plus) - CompTIA Security+™ Certification – 2006

Network + (plus) –CompTIA Network+ Certification – 2006

TRAINING

Splunk Training 2015

CISSP- Training 2013

Blackberry / Citrix - Training 2007

Land Desk Software- Training 2006

Employment History

Site Reliability Engineer (Contractor for CMS Marketplace Government) 02/2015-02/2016

Employer: Experis IT

Supported the Market Place Health Care Project ensuring a maintained state of stability, reliability and performance for the healthcare.gov website

Managed project resource and delivery schedules conducting regular client and team status meetings

Provide Missionary Reports from New Relic and Splunk monitoring tools.

Supported to keep the Market Place happy and Serve as the primary person accountable for all aspects of enterprise stability, performance, and capacity of all systems

Provided Security Awareness support.

Owner of all alerts and escalations in customer facing production environment

Supported a Highly driven operations to identify and resolve a wide range of production problems.

Troubleshoot and Identify performance improvement for operations.

Participated in / lead root cause analysis and resolution (Problem Management)

Source, procurement and IT vendor management

Provided Support for AWS EC2 Cloud Servers

Communicated top risks to executive management and daily operations.

Coordinated implementation and deployment of new product features and installations of develop tools, to improve the ability to rapidly deploy and effectively monitor multi-tier environment

Participated in a 24x7 on-call rotation for second-tier and third-tier escalations

Trouble shoot and develop a diverse set of cutting edge of enterprise monitoring tools.

Maintained and improved all ability to effectively monitor rapid deployments and custom applications in a large-scale complex environment

Gained in-depth knowledge of complex applications and the infrastructure

Lead restoration efforts by facilitating as incident manager and putting in motion next steps to get back to healthy in an effective and efficient manner

Assisted leadership by advising on areas of improvement based on performance data

Partnered with teams across the Market Place Systems focused on Federally Facilitated Exchange (FFE) and Data Services Hub (DSH).

IT Lead Manager (Contractor for CMS Marketplace Government) 10/2013-2/2015

Employer: eGlobaltech

Supported the Market Place HealthCare.gov Project, Monitored and maintained Healthcare.gov, to include monitoring 2 million active users, in an environment with components spread across Verizon Terremark, HP and Amazon Web Services (AWS) Enterprise Computing Cloud (EC2).

Worked closely with Google, CMS, and HHS senior executives to provide analytical reports to Whitehouse official

Managed project resource and delivery schedules conducting regular client and team status meetings

Lead teams of specialists of 10 + contractors at the XOC in a 24/7 environment, decision making and problem solving issues

Managed the relationship with the customer and project development lifecycle

Documented project in accordance with quality standards (such as CMMI)

Reconcile conflicting data and proposed solutions to management problems.

Lead process improvement initiatives; monitor and identify process gaps

Develop full-scale project plans and associated communications documents

Liaise with project stakeholders on an ongoing basis Delegate tasks and responsibilities to appropriate personnel

Present findings and recommendations to senior management.

Analyzed data and developed strategies to improve Identified project dependencies and critical path

Monitored AWS policies and standards for the use of computing resources.

Maintains the integrity and security of AWS servers and systems

Provided Reports from New Relic, Splunk, Gecko Board, Tivoli, Chartbeat, and Google Analytic Software to show the number of user’s accessing the Healthcare website.

Worked with integrated technologies such as IP networking, router, switches, firewall systems, load-balancers, and VMware Hypervisor and windows environment 2008/2012 operating systems.

Worked with Remedy ticketing solution and IBM Tivoli application and server monitoring

Performed proper shift coverage and delegation of responsibilities.

Monitored computing resources within the Terremark and HP environments

Alerted system owners, stakeholders and management of production Severity 1 incidents

Notified internal stakeholders of Severity 1 incidents received from Baltimore Data Center (BDC) that affect the Marketplace.

Identified incident identification, notifications, ticket generation, recording, classification and investigation

Advanced troubleshooting, escalation and driving service restoration activities helping ensure resolutions

Submitted progress reports to the Director and managed production Severity 1 incidents to closure.

Managed CMS Consumer Information and Insurance Systems Group (CIISG) Exchange Operations Center (EOC) email inbox.

Helped feed and generate reporting (Trend analysis, etc.) by populating key metrics.

Assisted with Change Management, Problem Management, Configuration Management, Change Coordination, etc.

Sr. System Engineer (Contractor for the Intelligence Government) 04/2011 10/2013

Employer: L3 Communications Unmanned Systems

While serving in this position I Managed a staff of 12 Engineers and performed installations, Network, Monitoring and implemented configuration changes, I was responsible for the administration of Operations Windows Servers 2007/2008

Provided tier 3 on-site support in an Intelligence Network Operations to maintain a state of the real time command and control center.

Conduct briefings to present solutions for Managed cross-functional project teams and high-visibility

Provided AWS Cloud administration and maintenance support.

Identified and documented time constraints, and, if possible, those resources required for each event.

Reviewed, compared, and analyzed schedule performance against baseline program plans

Served as an integral member of the Program Management Office (PMO)

Supported over 5000 users and over 500 +Servers in a 24X7X365 operation.

Advised on the administrative and management implications of policy and program proposals

Supported and install Large DVI-D and HD-SDI matrix switches

Managed VTC Hard ware equipment and trouble shoot WMO Boxes and Aminos

Provided Basic network troubleshooting on Cisco routers, Cisco switches/ 2500 Series

Trouble Shoot high definition multi-image processors and repair and install AMX on Crestron control units

Created SOP/ Daily documentation for Government Operations systems and develop best practice

Identified system variations or new technological developments needed to resolve productivity problems

Responded to emergency outages; advises appropriate personnel of network failures and assists in arranging for connectivity.

Evaluate automated systems and systems before putting it on productions

Attended meetings with VIPs to discuss status updates for Projects.

Coordinated with team members and managers, subjectmatter specialists, vendors to troubleshoot and resolve network, server, workstation issues and outages.

Assisted in designing and implements and maintains various networks such as LAN, WAN

Conducted troubleshooting of Layer 2 and Layer 3 network malfunctions

Troubled Shoot End Users Networking issues (IP Conflict, no Network Connectivity & etc.)

Used Remedy ticketing systems to open, Create, Transfer and close tickets

Performed hands-on administration, monitoring, and troubleshooting of Local Area network

Administered Microsoft Windows Servers (Active Directory), Microsoft Workstations & network security

Configured, supported, maintained VMware and windows servers

Repaired Dell/ Cluster Server and related issue that may have cause Sever Failures.

Configured MS Windows 7 & 8 PC hardware and ran copper & fiber cable for installations

Configured and Supported Exchange Server ( Created User Email Accounts on Exchange 2010)

Utilize and configure computer software such as Microsoft Exchange 10

Lead Sr. System Administrator/ System Engineer (Contractor FBI Government) 06/2009-04/2011

Employer: General Dynamics Information Technology

Provided Tier 3 Support in a Data Center wide-spread enterprise environment over several classification

Coordinated with staff and others to assist team members’ skill and work performance

Installed, configured and managed HP Open View and worked with Network Node manager

Monitored critical network/ Server connections using HP Open view Monitoring Tool

Completed all Network Patches on the EMS Servers and attended all EMS meeting for Configuration

Provided Technical support for HP EMS Tools and implemented and monitored all network security

Assisted in performance tuning and capacity planning to enhance the performance of the network resources

Build Dell and HP Servers on Classified and Unclassified networks

Supported over 10,000.00 users, managed deploying GPOs updating and Scripting

Maintained user accounts and systems security in the customer’s Active Directory infrastructure.

Used Remedy ticketing systems to open, Transfer and close tickets

Perform remediation of non-compliant workstation, servers and maintained and Supported VMware Server

Repaired Dell/ Cluster Server and related issue that may have cause Sever Failures.

Implemented and configured the antivirus infrastructure for the FBI Unclassified and Classified.

Detected diagnose, and resolve software, operating system, and hardware failures affecting the enterprise

Provided disaster recovery Support for High Class Network.

Created Server security remediation reports from Bigfix Agent Patching tools.

Planed, execute Test, approve and apply patches via BigFix and SMS/SCCM on all Servers

Work hand and hand with the EMS Team attended EMS meeting for updating Configuration

Lead Sr. Remote System Administrator, (Contractor-Department of State) 12/2007-06/2009

Employer: ITEQ Solutions

Supported over 20,000 in Active Directory users for Windows Server 2003

Conducted efficient, timely handover with prior shifts and supervised over 10 employees

Supported over 9,000 users remotely that where station overseas

Provide leadership/management controls. & Implemented information documentation of systems

In a 24hour/7 day a week Operations environment the responsibilities consist of performing tier 3 and 4 supports on a wide verityof issues including Lotus Notes, Exchange 2003, 5.5, and Blackberry BES server. Configuration, provisioning, andtroubleshooting of all types of BlackBerry devices. Manage Active Directory include managing OU’s, Group Policy,infrastructure and design of AD over all. Manage and configure storage media and equipment using NetApp & VERITAS

Created work Schedule for all 10 employees on my evening shift

Arranged with staff and others to assist team members’ skill and work performance

Completed Weekly Status reports to Gov. of all employees progress work

Handled advanced Windows NT/2000/2003 server and client operating system related trouble calls, such as those concerning login errors, mail connectivity, trusts, wide area connectivity name resolution issues Installed software on and activate Blackberry Hand held devices on the BES Server

Reactivated, deleted and set certain permissions to Blackberry held hand devices for users

Configured and maintain Blackberry devices for users on travel

SR. System Administrator (Contractor for Army Head Quarters) 12/2007-06/2009

Employer: Electronic Data System

System Administrator (Contractor for the Pentagon) 08/2005-12/2007

Employer: Lockheed Martin

System Administrator 01/2004-8/2005

Employer: Caldwell Technology Solutions (C.T.S)

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