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Systems Engineer

Laurel, MD, 20707
January 29, 2024

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Stephen A. Love - 202-***-**** - Laurel, MD -

Summary of Qualifications:

Motivated Application Support Analyst with experience in technical support, customer service, system

administration, and software development.


System Engineer -Application Support Analyst General Dynamics Information Technology, for Justice Electronic File System. November 2022 – July 2023.

* Provided Tier 2 customer support to research and resolve items escalated from the National Support Desk

Tier 1 Support Team. Provided Active Directory Support.

* Provided links to implementation teams, Business Analysts, the System Development Team, Testing Team, and to the Tier 3 Support Team.

* Responded to tickets, communicated progress in ServiceNow, and in Jira. Assisted users in Jira with the development of a new web-application.

* Provided Enterprise Network Monitoring for network events and performance.

* Supported the implementation team with roll out of the application. Supported test events, test scenarios, test environments, test data development, test scripts, use case developments and after-action reviews.

* Developed and provided training products (including job aids, electronic learning modules, procedure guides) to support technical and functional training.

Subject Matter Expert Support Agent Leader - Chakrabarti Management Consultancy Inc., for FDA for ACE Support, March 2016 – January 2022

* Supported the FDA ACE/ITDS (Automated Commercial Environment/ International Trade Data System) database system.

* Provided technical support assistance and VIP support. Documented incidents in ServiceNow.

* Executed scripts, edited scripts in SQL and TOAD (Tools for Oracle Application Development).

* Supported users on finding the proper combination/classification of a product code base on their product.

* Supported coworkers on SQL and TOAD use for support of users.

Application Support Helpdesk Agent

Quality Software Services Incorporated, for CMS, January 2014 – December 2014

* Provided Application Administration, for active directory account support, and configuration support.

* Provided technical assistance, and VIP support. Documented incidents in Remedy.

* Enterprise Network Monitoring, for network events and performance with Splunk.

* Translated application and system monitoring requirements, to software tool configurations.

Application Support Helpdesk Agent Leader

Unisys, for Federal Deposit Insurance Corporation, October 2004 – July 2013

* Provided remote support for access and authentication to Microsoft Active Directory, Mainframe, SQL, Oracle databases, and encryption.

* Enterprise Network Monitoring for network events and performance with Netcool, Appboard, Opsware and


* Provided technical support assistance and VIP support. Documented incidents in Remedy. Supported

coworkers with Training for support of FDIC officers for bank closure process.

* Investigated and answered calls for server outages, service interruptions, circuit outages, LAN, and WAN

events, and escalated to internal or external administrators, to resolve problems.

Application Support/Help Desk Support Agent, Unisys: US Marshals Service, Department of Justice, February 1996 - September 2004

* Provided Tier-one or first-line technical support for hardware, systems, subsystems and applications.

* Experience in information systems support, software integrations, experience with log reviews, API’s and database troubleshooting.

* Documented incidents successfully in Remedy. Provided technical support assistance and VIP support to end users throughout North America.

* Ability to repair print issues on client stations and in network printer servers

* Supported clients in product/client phone questions about installation, operation, configuration, customization, and usage of Windows.

Certifications and Training

* CompTIA Security+ Training 2023

* Technical Writing 2023, Powershell, Execute scripts, edit scripts.

* Python training, JavaScript training, HTML training, SQL training

* Microsoft Certified Professional certification 2012

* Computer Information Systems Security Professional training

* Remote Access support training, PC Repair training. TCP/IP training, Linux training, and Disaster Recovery training.


Evangel University, Springfield, MO 65802. Graduated with a Bachelor of Sciences Degree, in Psychology and Management.

Prince George's Community College, Largo, MD 20740. Graduated with an Associate Arts Degree in Psychology, and German.

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