System Administrator It Support

Professional Certifications

CompTIA A+

CompTIA Security+ 601 CE

Microsoft Azure Cloud Admin - 104

Clearance – DoD Security

Professional Experience Summary

Certified System Administrator accustomed to multitasking and working in fast-paced environments. Skilled in developing strong internal and external relationships to facilitate collaborative achievement of high-priority goals. Adept at providing excellent customer support and knowledge on any IT related issues Proficient in MS-Active Directory, MECM, Service NOW, remote trouble shooting, installing, configuring, and maintaining computer hardware and software. Well-developed communication skills, extensive problem-solving skills, and ability to handle end-user complaints effectively.

Department of State Information Resource Management – SAIC May 2023 – Present

System Administrator

Support a highly visible government facility assisting over 5000+ end-users across multiple networks with configuring, troubleshooting, and maintaining mobile workstations servicing 45-60 devices a week.

Administer and configure laptops, mobile devices (iOS, Android, and Windows Mobile), iPads, and Surface Pros for enterprise users via Office 365

Proactively implement and maintain system security and configurations of facility servers while providing IT support, including planning, software, and hardware configuration

Identify workstation access and performance by manipulating corporate computer policies

Work collaboratively alongside a team of IT Support Specialists, Network Administrators, and cyber intelligence/cybersecurity analysts to streamline processes to successfully support and manage daily activities including resolving complex issues escalated from End User resources, end-user support, and network/system security administration tasks

Utilize Active Directory (AD) and Exchange Servers to successfully administer AD Users and Group’s rights, memberships, and access, including creating, modifying, and disabling user accounts.

Manage components of ServiceNow ticketing system by managing trouble ticket flow to assure timely resolutions.

Develop, coordinate, implement and maintain standards and procedures to protect the security and integrity of the facility’s information systems and data, network/desktop support, cyber security assessments, user account administration, and printer issues via troubleshooting or submission of ServiceNow tickets.

Develop, recommend, and implement process improvements and other courses of action that improve operational efficiency as well as ensure data security.

Pentagon Defense Information Systems Agency – JSP March 2023 – May 2023

Life cycle refresh

Provide Tier 1 and 2 support

Deliver IT services and network infrastructure to Joint Staff, OSD, and other defense agencies

Enable end-to-end visibility over network security posture, and IT investment within Pentagon and National Capitol Region

Ensure innovative info tech services, and deliver support

Provide life cycle refresh to JSP end users tracking, installation, disposition and sanitization of assets containing sensitive and or classified information

Remove and install JSP approved replacement hardware with designated approved supporting software for aging end points in support of JSP with minimal downtime

Maintain 100% accountability of allocated hardware

Ensure all assets are properly sanitized prior to disposition and required supply transactions are executed

District of Columbia Department of Public Works January 2018 – Feb 2023

System Support

Provided IT services and daily on-site desktop support to the Department of Public Works

Enabled end-to-end visibility over network security posture, and IT investment within DPW

Ensured government managed devices remain in compliance, managed device security, application deployment, updates, and software removals

Installed, configured, and troubleshot software on mobile devices and Bluetooth printers

Provided remote and deskside support for 75+ employees

Used Service NOW ticketing platform to keep track of end user support requests

Provisioned and decommissioned all applicable mobile devices

Provided training and guidance to users on how to effectively use mobile devices and software applications

Parking Enforcement Officer

Identify vehicles in violation of parking codes and checks with dispatchers for booting and towing vehicles; and prepares and issues parking citations

Responsible for maintaining ticketing equipment in working condition

Administered troubleshooting related to mobile devices Wi-Fi connectivity by “Forget and reconnect”, checking appropriate Wi-Fi settings are enabled, or restarting the device

Verifying that Bluetooth connectivity is enabled

Executed troubleshooting steps in regards to Bluetooth connectivity by removing objects causing interference, “Forget and re-pair”, and or restarting

Accepting timely prompts for mandatory software updates on mobile devices

Experienced in troubleshooting handheld thermal printers, including cleaning print heads, checking for paper jams, and if appropriate paper is in use

Responsible for daily secure transfer of ticketing data from mobile device to servers via wireless connection

Areas of Expertise

Microsoft Active Directory – Entra ID - IaaS - Windows Server 2016 –User and Group Management– Identity and Access Management – SSO – MFA – Conditional Access – Azure AD Privileged Identity Management – RBAC – Azure AD Security –Windows 7/8/10/11- MS Office 2013/2016 – Microsoft Edge – Azure AD Monitoring and Reporting– Azure Microsoft 365 - Service NOW - Office 365 – SCCM - Cabling– CAC Card – PIV Card - RSA Tokens

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