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

Buda, TX *****-****

acx1lj@r.postjobfree.com

Mobile: 512-***-****

Fax: 443-***-****

Roger J Mommaerts Jr

Experience

Jan 2011-Present Atos North America/Xerox ITO for Aetna, Inc. Austin, TX

Technical Systems Analyst

Aetna outsourced level 1 & 2 IT to Xerox IT Outsourcing (ITO) July 2013

Xerox ITO was acquired by Atos July 2014

Provide technical phone and chat support to Aetna user base of over 10,000 users supporting over 200 commercial and Aetna custom applications utilizing ServiceNow for incident management.

Continue to maintain user satisfaction rating of over 95%.

Support Citrix based VMWare Virtual Machines utilizing Citrix Desktop Director and VMWare vSphere; Rumba Mainframe, Avaya telephone systems, Cisco AnyConnect VPN among many others.

Asist users with client side SCCM installation issues

Volunteered for additional responsibilities in an effort to increase agent productivity and accuracy.

Monitor Microsoft Skype instant messages from agents working with users, reply immediately and provide assistance to ensure they are able to provide a solution immediately or escalate to second level support.

Respond to urgent complaint emails from users or management regarding unresolved or recurring issues, take ownership and ensure that the issue is completely resolved to their satisfaction.

May 2008-Dec 2010 Aetna Resources for Living Austin, TX

Systems Administrator

RFL (Resources for Living) was acquired by Horizon Health, Inc. (HH) in 2008

RFL/HH was acquired by Psychiatric Solutions, Inc. (PSI) in 2009

RFL/HH was acquired from PSI by Aetna, Inc. in 2010

Assisted in the management of combining systems during three separate merger and acquisition activities.

Successfully migrated Active Directory user accounts and Exchange email accounts to each new system with 100% accuracy.

Created and provided training and documentation to users to familiarize them with new processes.

Participated in the installation of new Windows 2008 Servers & Windows XP/7 workstations and network infrastructure with no gap in service to users; then processed decommissioning of all legacy equipment.

May 2004-May 2008 US Army/Defense Intelligence Agency Washington, DC

Intelligence Analyst / Information Assurance Senior Analyst

Mobilized to Washington, DC with US Army Reserve unit in support of Operation Noble Eagle and Homeland Security Operations.

Responsible for Vulnerability Management (VM) of the Department of Defense’s (DoD) Top-Secret, Secret and Unclassified networks, including over 1,200 servers and 12,800 workstations within the Defense Intelligence Agency (DIA) utilizing tools such as Cisco IDS and eEye Retina.

Co-led team that designed VM enterprise system based on eEye Retina software for deployment to several strategic network locations worldwide for use on the Top-Secret network. Lab tested multiple designs of system; designed server build with OS and software preinstalled nearly eliminating remote location labor. Near turn-key solution assured servers were operational and connected to master server in Washington, DC in minimal time. System provided the DoD with valuable statistics and reports regarding the status of servers and workstations ultimately providing another layer of vulnerability management defense across the entire Top-Secret network.

Led development team in the implementation of online training modules to support the use of newly deployed VM software.

Tasked to test various commercial software packages for possible use on DIA’s systems and reported findings for further evaluation.

Awarded the Joint Service Commendation Medal and the Meritorious Service Medal for actions and service provided to the Department of Defense and the United States of America.

Nov 2003–May 2004 Resources for Living, LLC Austin, TX

Systems Administrator

Provided primary technical support for 70+ users in 24/7/365 telephone call center for hardware and software; including Microsoft Windows Server 2003 with Active Directory, Windows 2000/XP, Microsoft Office 2000/XP applications and Dell hardware.

Established Help Desk phone line and intranet website allowing users to request IT assistance easily and monitor work order status. Deployed Intuit Track-It! software for IT staff use, intranet website and automated generation of work order via email.

Streamlined server data backups by employing a DAT72 autoloader and introducing Computer Associates’ BrightStor ARCserve software decreasing backup time and cost and increasing data reliability.

Improved imaging capability for desktop and laptop operating system deployments utilizing Symantec PowerQuest DeployCenter by allowing systems to PXE boot to the LAN and download images without requiring diskettes. Reduced image deployment time to 40 systems at a time, from eight hours to less than one hour.

Jan 1999–Nov 2003 Southwest Key Program, Inc. Austin, TX

Director of Information Technology

Provided primary technical support for 50+ users in home office and primary telephone technical support for 100+ users at satellite offices throughout the nation for hardware and software; including Microsoft Windows 95/98/2000/XP and Microsoft Office 2000/XP applications.

Performed user, file, print and email management, network security and application distribution & hosting on fifteen servers running Windows Server 2000 with Active Directory, Exchange 2000, SQL 2000 and Citrix MetaFrame XP.

Planned, managed and completed migration from NT 4 Domain with Exchange 5.5 and SQL 6.5 to Windows 2000 Server with AD, Exchange 2000 and SQL 2000 with no loss of productivity or data.

Supervised two IT staff members and their day to day duties. Introduced new policies and tracking software to increase their productivity and reduce issue resolution time.

Researched, proposed and ordered all computer-related equipment for office and agency, as requested and as needs arose, often acquiring multiple bids and placing the order in a single day speeding up delivery to users. Submitted all billings and invoices to Accounting for settlement on time.

Performed all maintenance, installation, configuration and testing on computer, telecommunication and networking systems using appropriate tools and test equipment. Was able to internally resolve most issues on all equipment saving time and money.

Installed hubs, switches, routers and wireless equipment on LAN and maintained and troubleshot networking and Internet related issues. Maintained and configured 50 station Mitel PBX phone system. Monitored T1/PRI circuits provided by a major telecommunications carrier for digital voice and internet services.

Performed continual monitoring and performance testing of all servers and workstations and assure data protection by utilizing daily backup software to backup to DLT tape, Anti-Virus software for servers and workstations and hardware firewall device to protect network infrastructure at gateway to the Internet.

Maintained a variety of different applications for different departments including: HR, Payroll, and Accounting (Microsoft Great Plains). Able to adapt and learn many different types of software for various uses.

Directed complete rewire of corporate office for data and voice increasing bandwidth and realizing cost savings in cable maintenance.

Successfully opened several new satellite offices by deploying 50+ workstations and multiple servers. Task included designing LAN, specifying all equipment and acting as on-site project manager.

Created IT Help Desk with dedicated phone line, email address and issue tracking software helping to increase user satisfaction and reduce amount of time needed to resolve issues.

Developed secure extranet website for employee access to email, Citrix and IT Help Desk allowing staff to work from home or while traveling.

Sep 1998–Jan 1999 Decision Consultants, Inc. Austin, TX

Systems Consultant

Assigned to the Texas State Board for Educator Certification.

Appointed as Windows NT Administrator and Novell NetWare 4.11 Backup Administrator.

Provided technical support to 60+ users using Microsoft Windows 95, Office 97 and a variety of third party imaging and data warehousing applications.

Implemented new process for workstation rebuilds of Windows 95b for corrupted systems and new users. Assisted in migration from Token Ring network to Fast Ethernet network.

Dec 1995–Aug 1998 J.C. Evans Construction Co., Inc. Austin, TX

Systems Analyst

Provided immediate solutions to complex software, hardware and networking issues for 700+ employee company. Software support experience includes Lotus Notes 3.34 and 4.14 and Microsoft Office.

Resolved network architecture, security and compatibility issues between NT, Novell, and OS/2 network operating systems and DOS, Windows 3.x, 95 and NT client operating environments.

Planned and implemented successful conversion from Windows 3.x to Windows 95 and NT 4.0 for 175 users.

Designed and implemented a nightly backup plan in Arcserve 6.5.

Programming experience in Lotus Notes, Visual InterDev, Visual Basic 5, FrontPage 98 and Visual FoxPro.

Additional experience with installation and maintenance of SQL Server 6.5, Exchange Server 5.5 and Citrix WinFrame 1.7.

Developed courseware and taught computer classes.

Sep 1995–Dec 1995 Unisys Corporation Austin, TX

Support Engineer

Microsoft Corporation contracted directly with Unisys and other companies to provide direct support for Windows 95. Hired as Primary Response Group Support Engineer for Microsoft Windows 95.

Provided technical customer support under contract through Kelly Temporary Services with Microsoft for newly released operating system.

Trained in all aspects of its installation, functionality, and compatibility with other products.

Education

1994–2004 Austin Community College Austin, TX

Completed 76 credit hours to date

Halted classes due to Army mobilization

Military

1994–2008 US Army Reserve Sergeant First Class (E-7), Retired

Military Occupation Specialties/Unit Assignments:

35F (96B) Intelligence Analyst:

2006-2008 3100th Strategic Intelligence Group, Detachment 8, Ft. Worth, TX

2000-2006 3420th Military Intelligence Detachment, Bryan, TX

21T (51T) Technical Engineering Specialist:

1994-2000 Headquarters Support Company, 980th Engineer Battalion, Austin, TX

Possessed Top Secret (with Sensitive Compartmented Information) security clearance

Contact this candidate