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Customer Service Active Directory

Accokeek, MD
April 28, 2016

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Lorenzo Ariyo-Lewis

**** **** **

Accokeek, MD **607


Public Trust/MBI

ITIL® Foundation 2011


Proficient and has good understanding in networking including remote monitoring and Server 2003/2008.

Complete Installation and management of Server 2003, 2008, 2012 and Win7 and Win10 OS.

Management of Active Directory, LAN/WAN and RAID arrays.

Very knowledgeable in installation, configuration and maintenance of PC's, Servers and routers and Cisco switches.

Experienced in installation, maintenance and use of all Office applications.

Strong troubleshooting skills with various COTS products

Experienced in managing help desks utilizing the ServiceNow application

Experienced in multi-platform environments and integrated systems.

Member of pilot team to first plan, deploy and manage cloud computing at GSA.


AAC Inc supporting General Services Administration Dec. 07, 2013 - Current

Systems Administrator/Local Support Technician (Providing Tier II, III support)

Bomgar and CA Remote desktop system

Remote software deployment using CA DSM

CA Service Now helpdesk ticketing system

Image creation and deployment using Acronis and Symantec Ghost.

Re-imaging and configuration of laptops and PC's.

Virus, malware and PUP detection and cleaning.

VPN\CITRIX\VDI configuration, connection and troubleshooting.

Networking including IPv4, VLANs, VPNs, 802.11x and subneting

Active directory, DNS and DHCP management.

Backup and data recovery procedures using line commands and other secured tools

Telephony including VOIP

Desktop administration

Experienced in Google Apps for Business

Expert with MS-DOS, Microsoft Win 7, Win 8, Win 10, Server OS and MS Office Suite

Experienced in managing Active Directory on Windows 2000,2003,2008

Experience with routers, wireless LAN 802.11, Bluetooth and various networking solutions.

Proficient with Blackberry, iPhone, iPad, Windows phone and mobile Operating systems.

Experience working in an ITIL-based environment.

Advanced network communications troubleshooting ability and support skills.

Supporting VIP members of GSA including directly serving the Administrator and staff.

Federal Data Systems Inc (FDS) Dec, 2008 – December 2013

Lead local support Technician

Desk side/Local support of 4700+ users spanning 7 regions

Network management in a domain environment

Remote support using Bomgar, and Service now.

Image creation and deployment using Acronis and Symantec Ghost

Re- imaging laptops and PC's including customized imaging of Kiosk machines

Virus and Malware detection, cleaning and prevention.

Networking including IPv4, VLANs, VPNs, 802. 11x Active directory, DNS and DHCP.

Backup and data recovery procedures

Telephony incorporating VOIP technology.

WYLE Information Systems - Mclean, VA October 15 2007 - Dec 2008

Sr. Computer Analyst (Emergency Communication System)

Managed, Maintained and monitored the ECS.

Designed and updated circuit diagrams using AutoCAD lite.

Compiled monthly reports of all systems in 5 sites in Federal Triangle, Ronald Reagan bldg and Potomac yard.

Presented proposal and estimates for system upgrades and enhancements

Conducted comprehensive tests of head end and speaker systems

Upgraded firmware, reboot server and conducted different remote tests as needed utilizing VMware and P2V assistant.

Maintained and checked presets using CobraNet and IQWIK.

Managed and maintained PolycomVTC system.

Set up and monitor AV conferencing to remote offices.

Set up and instruct use of Tandberg VTC system.

CTGI (Oakton, MD) April 12, 2003- September 20, 2007

Systems Administrator/Lead Technician


Supported daily 30+ users both local and remote.

Created, configured and maintained remote access utilizing VPN and CITRIX-METAFRAME.

Configured and maintained LAN/WAN infrastructure to maintain 88% uptime.

Created and managed OU's, GPO's and WSUS server.

Created, managed and synced Windows and NT user accounts.

Created XP images and manage unattend installations.

Monitor and resolve help desk tickets using the HEAT software.

Resolve daily problems such as lost passwords, blown profiles and locked out accounts.

Design custom databases using MS access, MS excel and SQL.

Write custom ad-hocs as needed using 4GL.

Write and execute test scripts to test connectivity and functionality of procurement application.

Run weekly workload report for all departments and instruct users to correct discrepancies.

Good understanding of Federal government contract preparation including bids, SOW's, competitive sourcing and Task orders

Westat July 2002- Oct. 2003

Migration Specialist

Prepare and upgrade hardware for Windows XP installation.

Flash bios with current version and check configuration.

Create and upload image for different PC's to network server.

Backup user's hard drive and create swap files which are saved on network.

Implement and resolve user name and password conflict on network.

Resolve IP and MAC address conflicts.

Create images and profiles using Norton Ghost. Install, test and configure PC according to Company standard.


Hampton University (Hampton, VA)

(Computer science and Math)

St. Augustine's College (Raleigh, NC)

North Carolina State University (Raleigh, NC)

Academy of Computer Science (Greenbelt, MD)

(Completed MCSE course with certification ongoing.)

(CCNS, A+, Net+, Sec+, Vsphere ongoing)

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