Helpdesk Manager, Jr. Cyber/Security analyst

AJOY R. SHARMA

* ****** ***** ****: 718-***-****

Bethpage, NY 11714 Home: 516-***-****

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

Security Clearance: DoD Secret

Award: General’s Award (James D. Thurman Commander, United Nations Command, Combined Forces Command, USFK)

Education:

M.Sc., Cybersecurity, University of Maryland University College, February 2013 – April 2015

B.Sc., Computer Science, Southern Polytechnic State University, May 1998 – August 2000

Certifications:

Computing Technology Industry Association (CompTIA) Security+ ce, March 2016

Computing Technology Industry Association (CompTIA) A+ ce, November 2015

Information Technology Infrastructure Library (ITIL) v3 Foundation, March 2010

Certified Novell Engineer (CNE), June 1997

Certified Novell Administrator (CNA), April 1997

Career Summary:

Disciplined professional with over fifteen years of considerable experience in commercial and government Information Systems field; including system administration & management, IT evaluations (demonstration/pilots) services, IT technician/support and communications analyst roles. Recent experience focused on responsibilities including planning, initializing, and developing functional, technical, and security requirements for various customers within Dept. of Defense (DoD). Traits are adaptable worker with positive attitude, thorough when performing work, conscientious about attending to details and effective organizational, oral & written communication skills. Mostly, I had performed duties with no direct or minimal supervision.

SOFTWARE – Snort, Wireshark, Encase, Nessus (ACAS), MS Windows; 2000/XP/2003/Vista/Windows 7, NT, Exchange 2003/2007, Office 2003/2007/2010/2013, MS SCCM, MS SQL, BMC Remedy, Altiris, Heat, Bentley Engineering Applications v.8/v.10, Graphics & Multimedia.

HARDWARE – Dell Desktops/Laptops, Dell PowerEdge Servers, Nutanix, HP Desktops/Laptops, HP ProLiant Servers and IBM compatible machines.

Professional Experience:

ActioNet, Inc. Oct 13th, 2015 – Jun 30th, 2016

Designation: Technology Evaluations (Demo/Pilot) Analyst

Client: Joint Service Provider – Strategy, Plans, and Architecture Center (DoD Pentagon)

Supervisor: Mr. Alan Joseph (Ph: 703-***-****)

Responsible for eliciting requirements from stakeholders related to software development, system testing, and system evaluations.

Transformed user requirements into use cases and implemented a process to track requirements through the entire lifecycle of an application or system to ensure they can be properly tested/evaluated.

Conducted demonstrations and pilots of prospective technologies to be implemented by the DoD Information Technology Agency and its customers in support of a Solution Development Life Cycle.

Evaluated technologies including VTC, data storage, enterprise messaging, network/transport, virtualization, and cyber security & compliance solutions in accordance with established schedules/timelines.

Worked closely with stakeholders to establish well-defined requirements for the evaluation of solutions.

Coordinated with Partner Engagement team to identify solutions to participate in evaluations.

Provisioned virtual assets in a hyper-converged environment in support of evaluations.

Configured demo\pilot solutions to function in an environment that mirrored DoD enterprise networks and external dependencies.

Documented evaluation results and findings in detailed matrices and reports.

Out-briefed JSP stakeholders and customers with results and recommendations of the evaluations.

ActioNet, Inc. Mar 01st, 2014 – Aug 14th, 2015

Designation: IT Support Specialist (Administrative Technologist)

Client: Seoul American Elementary School (DoDEA Pacific)

Supervisor: Mr. Alan Joseph (Ph: 011.81.80.5508.3733)

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Computer Sciences Corporation, Yongsan, Korea Jan 19th, 2010 – Feb 28th, 2014

Designation: Systems Technician Sr. Associate (Administrative Technologist)

Client: Seoul American Elementary School (DoDEA Pacific)

Supervisor: Mr. Terrence Ernst (Ph: 011.82.10.5263.5003)

Managed team of eight desktop technicians spread out on various military bases at Tier-II and Tier-I levels.

Analyzed microcomputer, peripheral and software problems as reported by Department of Defense Dependent Schools (DoDDS) employees and performed trouble shooting support via telephone, electronic mail, remote access, on-site and/or by requesting contractor ADP maintenance and government personnel to resolve problems.

Recommended proven methods and demonstrated the ability to execute standard work-flow processes in a service desk environment. Acted to resolve reported problems by contacting the end user to analyze and follow up to eliminate the cause. Ensured customer received full explanation of problem resolution and described processes needed to complete the service request.

Provided technical support in resolving critical problems and coordinated technical issues with other agency personnel as well.

Desktop and Portable Computer Systems and Peripherals: Installed, connected, configured, upgraded, troubleshoot, and diagnosed desktop and portable computer systems and system peripherals. Moved systems and peripherals within and between locations incidental to performing tasks covered under the contract.

Desktop and Portable Computer Software: Installed, configured, upgraded, troubleshoot, diagnosed, and reloaded software. This included, operating systems, application software, utility software, and Department of Defense Dependent Schools (DoDDS) procured/developed standard system software.

Network Server Systems Hardware: Installed, connected, configured, upgraded, troubleshoot, and diagnosed network server systems, network devices (hubs, switches, routers), peripherals (CD-ROM towers) and appliances (Web caching, DHCP/DNS). Also moved systems and peripherals within and between the locations incidental to performing tasks covered under the contract.

Network Server Systems Software: Installed, configured, upgraded, troubleshoot, diagnosed, and reloaded network server system software, network operating systems, application software, utility software, and firmware upgrades.

Campus Networks: Managed campus networks and servers (to include but not limited to) ensuring network connectivity and proper operation of network devices; configured and connected end-user devices to the network; performed system maintenance routines such as system backup and virus scanning; account maintenance, and troubleshoot and resolved problems.

Electronic Mail System: Managed electronic mail infrastructure (to include but not limited to) ensuring connectivity; managed user accounts; performed system maintenance routines to include backup and virus scanning; troubleshoot and resolved problems.

DoDDS Standard Business and Student Information Systems: Installed, configured, upgraded, troubleshoot, diagnosed, and reload DoDDS standard systems servicing functional areas such as HR, Logistics, Fiscal, and Procurement.

Thomas J. David/Jung IL, FED Compound, Korea Nov 06th, 2007 – Jan 17th, 2010

Designation: Senior IT Specialist

Supervisor: Mr. Donald Koslosky (Ph: 011-*-****-****/011-82-10-4550-1088)

Analyzed computer, peripheral and software problems as reported by the employees. Performed trouble shooting support via telephone, email, remote access, on-site and/or requesting ADP maintenance and government personnel to resolve problems.

Upgraded the systems from NT to Windows 2003 and XP.

Active Directory account management (adding/editing/deleting).

Level II and I support for reported problems pertaining to network, PC, server or application.

Helpdesk related issues with hardware, software, connectivity etc.

Monitoring and administering user installation and service changes.

Producing and maintaining internal directories and network accounts.

Responding and diagnosing problems through discussion with users via problem recognition, research, isolation and resolution steps.

International Computing Systems, Inc., Korea Jul 07th, 2008 – Aug 31st, 2009

Designation: IT Specialist (ADP Technician)

Client: 65th MEDCOM DCSIM, 121 Hospital, Yongsan, Korea

Supervisor: Ms. Delia Aquino (Ph.: 011-82-2-796-9551)

Level I & II support for reported problems pertaining to network, PC, server or application.

Assisted in managing of computers, users and Active Directory environment.

Managed users’ system files and folder permissions.

Configured and maintained various desktops, workstations, printers and digital senders.

Created and managed NT, MS Exchange, CHCS I and II user profile accounts.

Assisted with setting up video and audio conference calls.

Performed regularly scheduled hardware/software maintenance as well as configuration backups to ensure proper recovery and restoration of data.

Helpdesk related issues with hardware, software, connectivity etc.

Responding and diagnosing problems through discussion with users via problem recognition, research, isolation and resolution steps.

Metropolitan Atlanta Rapid Transit Authority, Atlanta, GA. Jul 07th, 2003 – Sep 07th, 2007

Designation: IT Support/Telecommunications Analyst

Supervisor: Ms. Bridgette Miller (Ph: 404-***-****)

Responding and diagnosing problems through discussion with users via problem recognition, research, isolation and resolution steps.

Typically resolving less complex problems immediately, while more complex problems are assigned to a second-level support.

Using problem management and help desk systems.

Active Directory account management (adding/editing/deleting).

Level II application support for Citrix Metaframe, Trapeze (FX/Info Agent/PASS), Jaws, Oracle.

Level I support for reported problems pertaining to network, telephone switch, PC, server or application.

Helpdesk calls with hardware, software, connectivity etc. issues.

Coordinating telecommunication services with various carriers and vendors.

Monitoring and administering user installation and service changes.

Supporting internal users with telecommunication requests.

Analyzing billing statements, changes to the account.

Producing and maintaining internal/external directories and internet accounts.

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