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Technical Support Engineer

Loganville, Georgia, 30052, United States
January 11, 2017

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Linda Campbell, CISSP (in progress), Security+, MCitp, pmp



Children’s Healthcare of Atlanta (CHOA), Duluth, GA


Wintel Server Administrator

Support network in Data Center consisting of physical and virtual servers running client/server applications and network storage backend. Some of these servers are in DMZ.

Provide technical assistance in VMWare – create and delete VMs, take snapshots, expand hard drives, add memory, add CPUs, move VMs to different vCenter, move VMs to different hosts and data stores .

SME for Trend Micro – Trend Micro Control Manager, Trend Micro OfficeScan, Trend Micro Server Protect for Storage, Trend Micro Deep Security, and Trend Mircro Portal Protect for SharePoint

Provide Anti-Virus solution for Servers including but not limited to modifying policies and configuring exclusions

SME for IBM Endpoint Management (BigFix) – Patching.

Implement new projects.

Resolved support tickets automatically generated and human created.

Build new VMs and decommission servers.

Create new BIG-IP F5 load balance configurations for servers.

Perform vulnerabilities scans using Qualys on Demand Security.

Rebuild the Print Server Environment coordinated with field services and vendor.

RightFax – Create RightFax accounts, permissions and troubleshoot issues with customer not receiving faxes.

Support Microsoft Exchange – increase users mailbox size, failover Exchange DB to disaster recovery server, configure relay server, extract malicious emails (phising attempts).

McAfee Email Gateway – update policies, verifying blocked and unblocked emails, whitelist & blacklist, email addresses, URL, domains, IP addresses, text, and file attachment,.

ScanMail for Exchange – whitelist & blacklist email addresses, block emails containing bad words, data loss prevention (content filtering) and quarantine emails

McAfee Quarantine Manager – release emails that were quarantined.

Troubleshoot backup issues in Avamar, and NetBackup.

Create SFTP account.s

Use Monitoring Tools such as Solarwinds Orion, CA UIM, ExtraHop and Splunk to monitor performance of servers.

Issue and renew certificates for Servers.

DeKalb County Government-Information Systems, Decatur, GA


System Administrator

Supported network in Data Center consisting of physical and virtual servers running client/server applications and network storage backend. Some of these servers are in DMZ.

Provided technical assistance in VMWare.

Provided technical support in Office 365.

SCCM – pushed windows updates to servers and workstations. Created rule to automatically push down updates. Create applications and packages.

Provided technical support in Office 365.

SCOM – monitored servers and informed employees of server problems. Customized reporting within SCOM.

Assigned permissions to network resources in Active Directory.

Added and verified host records in DNS.

Added static and verified reserved IP addresses in DHCP.

Issued and renewed certificates for Servers.

Troubleshoot and added network printers in Print Management.

Provided technical support for Public Safety’s Surveillance (Interview) & Door Access Server

Supported SAN and NAS in Data Center.

Provided McAfee Anti-Virus solution for Servers and Workstation via ePolicy Orchestrator.

Participated in analysis, design and new construction of next generation IT applications.

Desktop support.

TekSystems (Contractor with HP on Center for Disease Control contract), Atlanta, GA

2012- 2013

Systems Engineer

Worked in the Middleware section supporting load-balancing, high availability,3-tier architecture (DB, App, Web). In the Data Centers at CDC, I supported the following servers: IIS, clustering (Windows Clustering and Veritas Clustering Servers) and disaster recovery.

Supported Enterprise Server environment consisting of physical and virtualize server architecture with network storage backend. Global domain environment.

Maintained physical and virtual (VMWare) servers running client/server applications.

Worked in AD to provide permissions to network resources and perform replication.

Managed consolidated and dedicated web servers including servers used to host external and internal facing websites and subordinates applications running static content, classic ASP, ASP.NET and other web servers supported in the application hosting service catalog.

Installed and configured Weblogic. Created domains in Weblogic and install Developer’s applications.

Supported all FTP public, private and encrypted service.

Managed production, development, staging and disaster recovery web servers and the methods of promoting new content from development through testing to staging and then production.

Published subweb contents.

Repaired all potential threats and vulnerabilities reported by Nessus scan on servers.

Worked on projects to move from FTP to DFS.

Installed and renewed VeriSign SSL and Internal server certificates.

Performed Administrator tasks on Microsoft servers such as patching using SCCM and WSUS, service maintenance, group and user management, etc.

Monitored server performance using Server Center Operations Manager (SCOM)2007 and resolve server alerts

Participated in analysis, design and new construction of next generation IT applications.


2009 – 2012

Technical Service Professional – Advanced (Systems Engineer)

Supported Windows servers 2008, 2003, 2000, NT and Novell servers including IIS, DNS, DHCP, AD, WSUS, Terminal Server, and other services.

Provided technical support for Windows and Novell servers including using monitoring tools, provided access to network resources, performed replication, installed patches and security updates, implemented disaster recovery procedures, etc.

Provided status reports of all completed ISEC requirements.

Implemented ISEC remediation to bring servers up to IBM audit security compliance. Some of the ISEC requirements included registry changes, implement group/user account changes, file system security, etc.

Setup Group Policies and implemented audit policies.

Assigned permissions to network resources in Active Directory.

Installed and configured Symantec Norton and McAfee anti-virus.

Implemented access security policies for network resources.

Responsiblility included building and Installing software for initial server setup. Configured DNS and DHCP.

Patched servers using WSUS.

Managed server backup and restore included but not limited to creating backup procedures, and disaster recovery plans.

Operated as Project Manager (PM) for 2 teams within IBM, Field Operations and IBM Server Support. Ultimately responsible for leading various medium and long term projects. Implemented and enforced measurements and actions that improved cost and continuous improvements in quality, resulting in increased value to client businesses. Also implemented projects that reduced various levels of security risks, server information gathering, etc.

Developed and maintained good relationships clients and demonstrated the 1 team concept to customer and peers.

Used MS Excel Spreadsheet for tracking status of project and MS Project for creating project milestones, resource allocation and project related activities.

Defined project plans including project requirements, set project schedules, assessed project risks and issues, and provided solutions. Interacted with employees on all levels and consulted with team to resolve IT-related issues in timely manner.

Acted as Project Delivery Engineer focal on server assets refresh projects by reviewing technical requirements and providing input.

Prepared and presented documentations to management and team members.

Regularly studied new and existing technology information.



LAN Engineer

Managed, developed, implemented, coordinated, and monitored OIT projects for the development and support of Local Area Network (LAN) systems. Ensured projects meet DHR / OIT and Mental Health business goals and projects were completed as planned.

Performed supervisory duties: evaluated employees’ performance reviews, provided feedback based on job performance, disciplined and discharged employees based on performance reviews, and assisted with employee relation problems.

Led team in the setup, maintenance and daily monitoring of networking hardware and software for organization of 900+ employees at Georgia Regional Hospital at Atlanta. Oversaw duties of Network Administrator Team Leader and Micro-Systems Support Specialist. As the department manager, completed and submitted periodic performance evaluations.

Worked with Hospital Administration to meet the security requirements as required by the accrediting and certifying agency of JCAHO and Centers for Medicare and Medicaid. I also assisted to ensure HIPAA requirements were maintained as it related to IT.

Provided technical support to 900+ hospital employees.

Setup and configured AD, group polices, DNS, DHCP, etc.

Member of Management Information Committee where we identified Information vulnerabilities and solutions to remedy them.

Provided direction and oversight in Hospital OIT projects and managing help desk tickets.

Implemented windows security. Performed replication.

Provided status reports, identified risks, & communicated resource needs to upper management at hospital.

Prepared and maintained information system documentations.

Installed and configured Symantec Norton and McAfee anti-virus.

Implemented audit group policies.

Created and implemented disaster recovery plan.

Implemented access security policies for network resources.

Evaluated vendor software to determine if it’s compatible with network. Also evaluated vendor’s software to determine if software pose any threats or causes network vulnerabilities.

Provided technical support for Windows and Novell servers.

Managed and supervised network operations. Upgraded, maintained, monitored and performed system configurations on network resources and support issues on: NetWare servers, GroupWise server, Windows 2003 Web server, MP2 database server, SQL server, and WSUS.

Analyzed LAN needs and determined optimum and cost-benefit solutions for customers.

Defined project plans and interacted with employees on all levels to resolve IT-related issues in timely manner.

Created tracking system to monitor projects and provide management project status updates.

Worked with vendors to provide quotes for future computer equipment purchases, verify the software worked in the hospital network environment, and troubleshoot / resolve issues.

Monitored, evaluated, and assessed processes and procedures of network systems to improve efficiency.

Assessed new technology and implemented when feasible.

Performed backup and recovery.


BBA, Bernard Baruch College, New York, NY


CompTIA Security+

Microsoft Certified IT Professional 2008 (MCITP)

Project Management Professional (PMP®)

Novell Certified NetWare Engineer (CNE 6)

Microsoft Certified System Engineer (MCSE - NT Track)

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