Support Service
Resume:
Sherry Logan
**** ********** **, *******, **, ***14
add2rk@r.postjobfree.com
SUMMARY: Seeking an IT professional position in a challenging environment with a progressive organization, that will fully utilize the skills that I have acquired to solve and mange challenging issues involving emerging technologies and/ or Information Assurance (IA) projects.
CLEARANCE:
Active SECRET clearance
Adjudicated: September 2016
Expiration: December 2022
Certifications:
CompTIA Security Plus
Cisco Certified Network Associate Routing and Switching (CCNA)
VMware Horizon 7 Install, Configure, & Manage Certificate of Completion
Professional Experience:
Defense Information Systems Agency
Cyber Security Systems Engineer
August 2018 – February 2020
Manage and monitor all DoD Windows 10 servers for NIPR and SIPR
Utilize Citrix to monitor Virtual environment
Knowledge of the Citrix-Microsoft Desktop Virtualization solution
Utilize Citrix Xen desktop and XenApp versions 6.5 and 7
Implement Citrix software patches into the production environment
Responsible for compliance weekly report
Update STIG compliance reporting
Troubleshoot issues with servers when sites had issues with connectivity
Operate and maintain Virtual environment
Apply technical knowledge of networks, operating systems, utilities, etc. to the VMware environment
Define, monitor, and troubleshoot system performance within the VMware environment
Utilize Hyper-V to manage and maintain Virtual Machines
Provide reports for system health, configuration and capacity
Perform routine maintenance and apply software updates
Provide root cause analysis of service problems and develop solutions related to VDI
Coordinate with other enterprise operations work centers to deliver solutions and configuration items without impacting Customers
Drive all assigned technical project management activities related to Infrastructure, networking, COTS application implementations and server upgrades.
Lead and manage projects throughout the entire project lifecycle from inception through deployment and closing.
Maintain and manage deployed hardware, server equipment operation and connectivity, and physical and virtual machine technical support services and network devices (in coordination with the networks team)
Perform management and maintenance of VMware server software (vCenter, Horizon View, etc.)
Maintain management and maintenance of server and desktop image, to include patching and monitoring
Support the configuration and operation of attached peripherals to the virtual desktop client
Deploy and integrate applications into the virtual desktop infrastructure
Support brokers in a load balanced environment, diagnose protocol errors, configure and support Profile Unity, provide user storage, diagnose Operating System and application errors, configure and support the hypervisor, etc.
Assist the Service Desk in troubleshooting account setup issues and provide technical assistance to troubleshoot load balancers
Utilize Office 365 and Azure administration
Utilize NetApp appliance
Utilize SCCM appliance
Walter Reed National Military Medical Center
System Engineer – Virtual Desktop Infrastructure
December 2017 – August 2018
Serve as a technical subject matter expert for senior management and other staff
Experience with IT infrastructure, networking and Data Center projects
Provide operational, end user support for the customers Virtual Desktop Infrastructure (VDI) environment
Knowledge of the Citrix-Microsoft Desktop Virtualization solution
Utilize Citrix Xen desktop and XenApp version 6.5
Implement Citrix software patches into the production environment
Reporting to the Data Center Manager
Responsible for operating and maintaining the virtualized desktop infrastructure within the enterprise environment.
Manage system and operational functions and statistics on a daily basis to ensure ideal configuration, optimum performance and trouble-free operation
Provide support of system and operational functions to ensure ideal configuration, optimum performance and streamlined operations
Provide advanced Tier 3 support and knowledge transfer
Provide VDI Team members with senior skill set and cross-functional expertise
Provide datacenter expertise and help support the underlying infrastructure as well as the core VDI technologies
Provide and deploy and Support capabilities for VDI
Operate and maintain the VMware software on virtual servers and hosts providing support for all virtualized desktop services
Utilize Hyper-V to manage virtual machines
Develop and implement business continuity practices related to the VDI environment for enterprise applications and services
Support the COOP and disaster recovery personnel and processes as related to VDI
Troubleshoot and resolve major and minor issues with the virtualized infrastructure including opening and managing support tickets with Customers and vendors as needed
Responsible for implementing, tuning and maintaining VMware based solutions
Possess foundational understanding of ITIL framework and ITSM process
Apply technical knowledge of networks, operating systems, utilities, etc. to the VMware environment
Define, monitor, and troubleshoot system performance within the VMware environment
Provide reports for system health, configuration and capacity
Perform routine maintenance and apply software updates
Provide root cause analysis of service problems and develop solutions related to VDI
Coordinate with other enterprise operations work centers to deliver solutions and configuration items without impacting Customers
Drive all assigned technical project management activities related to Infrastructure, networking, COTS application implementations and server upgrades.
Lead and manage projects throughout the entire project lifecycle from inception through deployment and closing.
Maintain and manage deployed hardware, server equipment operation and connectivity, and physical and virtual machine technical support services and network devices (in coordination with the networks team)
Perform management and maintenance of VMware server software (vCenter, Horizon View, etc.)
Maintain management and maintenance of server and desktop image, to include patching and monitoring
Support the configuration and operation of attached peripherals to the virtual desktop client
Deploy and integrate applications into the virtual desktop infrastructure
Support brokers in a load balanced environment, diagnose protocol errors, configure and support Profile Unity, provide user storage, diagnose Operating System and application errors, configure and support the hypervisor, etc. VDI SMEs will assist the Service Desk in troubleshooting account setup issues and provide technical assistance to troubleshoot load balancers
Understand networking, including TCP/IP and QoS
Provide assistance to the Service Desk should they encounter errors when issuing Domain accounts.
Provide Information Assurance (IA) technical support services and ensure that all system applications contain/remain fully, operationally compliant with approved DoD, Security Technical Implementation Guide (STIG) standards
Notify Customer of authorized service interruptions (ASI) activity, as required
Update and document processes associated with the VDI environment
Experience working with Microsoft Windows Servers, VMware vSphere, Solarwinds, HP hardware
Defense Information Systems Agency (DISA), Fort Meade, MD
Tier II Systems Engineer – Virtual Desktop Infrastructure
February 2017 – December 2017
• Support services for Virtual Desk Infrastructure (VDI) implementation
• Follow ITIL v3 support model and industry best practices in support all components of the VDI
platform environment including client access, network, server, and storage
• Provide support at the escalation point for Tier 1 and Secondary interface with VDI End-
Users, providing advanced troubleshooting (e.g. Routing problems to appropriate SMEs, Root Cause
Analysis, break/fix support and testing in support of return-to-service)
• Drive all assigned technical project management activities related to Infrastructure, networking,
COTS application implementations and server upgrades.
• Lead and manage projects throughout the entire project lifecycle from inception through deployment
and closing.
• Desktop/image management, and containerization/virtualization support of deployed applications
(i.e. "Delivery" of the applications to the user, not their use of functionality)
• Answers, evaluates, and prioritizes incoming telephone calls, voice mail, e-mail, and in- person
requests for assistance from users experiencing problems with software, networking, and other
computer-related technologies
• Interviews user to collect information about problem and leads user through diagnostic procedures to
determine source of error
• Determines whether the source of the problem is caused by operator error, software, hardware, or a
combination of these
• Handles problem recognition, research, isolation, resolution and follow-up for the majority of user
problems (80% resolution goal) referring more complex problems to supervisors or application technical support staff
• Cloud service Migration, deployment, monitoring and support.
• Logs and tracks calls using problem management database (Remedy Action Request System), and
maintains history records and related problem documentation
• Consults with programmers to explain software errors or to recommend changes to programs
• Provides low level testing of software to evaluate ease of use and whether product will aid user in
performing work
• Writes or revises user training manuals and procedures
• Develops training materials such as exercises and visual displays
• Utilize VM Ware
Utilize Hyper-V to manage and maintain Virtual Machines
• Utilize ITSM Remedy
• Escalation point for Tier 1 and Secondary interface with VDI End-Users, providing advanced
troubleshooting of the End-User's desktop
• Assist other Tier 2 offices with VDI infrastructure troubleshooting (e.g. Routing problems to
appropriate SMEs, Root Cause Analysis, break/fix support and testing in support of return-to service)
• Containerization/virtualization support of deployed applications (i.e. "Delivery" of the applications to
the user, not their use or functionality)
The Pentagon, Washington, DC
Windows 10 Deployment Team Lead – Joint Staff Provider
November 2016 – February 2017
Prepare and image all new Desktops, Laptops, Dell Tablets, Microsoft Surface Pro, as well as VDI boxes with current DoD approved Windows 10 Image.
Visit users that are currently scheduled to be deployed to Windows 10 update and survey the workstations to verify current hardware and mapped drives and back up data to ensure the Windows 10 migration process flows smoothly.
Install assigned hardware for users being migrated to Windows 10, work with the Active Directory group to ensure the users account is flipped properly and mapped drives as well as data is converted and accessible
Coordinate and assign duties to various team members and coordinate as well as schedule new and upcoming groups that are scheduled to be deployed to Windows 10.
Department of Defense Cyber Crime Center, Linthicum, MD
Computer Analyst – Air Force
July 2016 – November 2016
NIPR and SIPR account creation
Active Directory System Administrator
Added desktop machines to the correct domain for NIPR, SIPR, and DevNet utilizing Active Directory
Replaced Hard Drives for all NIPR, SIPR, DevNet desktops and provided each machine with the current updated image.
Utilize VMWare to populate burn requests on NIPR as well as SIPR and other duties assigned
Installation of Microsoft products on NIPR, SIPR, and DevNet machines
Set up new users coming into DC3 with NIPR, SIPR, and DevNet machines and also provided connectivity for each individual network
System Administration for Splunk as well as account creation
Provided telephone support as well as utilize the Putty system to provide users with telephone numbers as well as connectivity
Utilized Install Root in order to publish certificates to connect to certain job required websites
Provided Networking and Cabling support to ensure proper connectivity for all networks
Provided printer support and configured proper connection for NIPR and SIPR printers
Installed and configured KVM switches with proper monitor as well as Desktops
Conduct Ticket Queue Management for Footprints ticketing system as well as audit and assign tickets to appropriate departments
Resolved issues with users roaming profiles on desktops and updated information via SharePoint
Replaced outdated monitors, KVM’s, UPS batteries or any other malfunctioning hardware when requested by users
Worked with the Networking team when a machine would lose connectivity or trip port security to ensure connectivity
Defense Information Systems Agency (DISA), Fort Meade, MD
Hardware/Software Specialist
November 2014 – July 2016
Conduct Ticket Queue Management for all of Tier 2 and Tier 3 for the Service Desk within DISA
Conducted desk side support visits to customers who were having issues with desktops, thin, and thick clients regarding Tier 2 and Tier 3 issues
Utilize Active Directory to verify LAN account access and grant privileges
Worked with SCCM to install programs and update and maintain patch management, software distribution, operating system deployment, network access protection and hardware and software inventory
Worked with Solar Winds Dame ware to remote into customer’s machine when unable to conduct face to face with customers to troubleshoot issues
Installation of RAM for customer’s machine that is not current with agency RAM standards upon notification through ITSM Remedy
Conducted face to face customer support inside the Tier 2 Kiosk for one on one customer support. Review and resolve Tier 2 and Tier 3 issues remotely or by scheduled desk side visit.
Conducted hardware installation setup for customers
Meet with customers inside of the Tier 2 Kiosk to receive services and conducted face to face customer troubleshooting methods to resolve the customers issue
Conducted desk side support to users working on a desktop, thin, and thick client both NIPR and SIPR
Manage Tier 2 and Tier 3 desk side support ticket assignments and kiosk appointment schedule
BitLocker/MBAM deployment and migration
Monitor and audit all ticket that are sent through ITSM Remedy to Tier 2 and Tier 3
Review all tickets submitted through ITSM for Tier 1, Tier 2, and Tier 3 and route them to each technician according to the product category
Audit and review all tickets for accurate and detailed summaries, correct product name, and accurate product categorization
Run daily reports for open ticket count, resolved tickets, escalations to and from, and updated tickets
Provide technical and non-technical support for incoming queries and issues related to the Service Desk
Deliver a high level of customer service and professional interaction with internal customers, management, and administration
Assist Service Desk Management and the Project Management Office with various Service Level Agreements, deliverables, and documents
Ensure the quality of all deliverables to include, but not limited to, written correspondences, schedules, training materials, manuals, graphs, and presentations
Demonstrate a mastery of Microsoft products to include Visio, PowerPoint, SharePoint, Word, Excel, and Outlook. Possess a solid understanding of Microsoft Project.
Execute daily, weekly, and monthly reports as required to support the Service Desk
Assist Service Desk Management in tracking property assets and personnel for HQ and remote sites
Compose, edit, and deliver all SOP’s and SOW’s by expected date
Provide Intranet support
Provide SharePoint support
SharePoint System Administration
AIMS System Administration
CROSS System Administration
OnBoarding System Administration
Walter Reed National Military Medical Center, Bethesda, MD
System Administrator
October 2013 – November 2014
Analyze, troubleshoot and resolve issues related to installation, usage, and training on software utilizing knowledge of AHLTA/Composite Health Care Systems II (CHCSII), Composite Health Care Systems (CHCS) and/or hardware products
Provide technical support and front line assistance in clinical informatics
System Administration, Operations, and Maintenance of AHLTA/CHCS
Be a team player and work in the most efficient manner possible
Maintaining a daily functionality providing hot-line support to customers and possessing troubleshooting skills of clinical systems in a windows environment
Assigned necessary security and access privileges for medical records software to users with varied access requirements
Provided technical support to military personnel’s for desktop operations, troubleshooting Microsoft software, VPN and various security software for daily operations
Support Tier I and Tier II techs with solving issues escalated for investigating to confirm the validity of the problem
• Installation duties, remote desktop operations to complete high priority issues and continues conversations with IA and Web team to solve technical issues
• Provide technical account management for military Active Directory (ARS) and web base email site (AKO) for Army Wounded Warriors and customers
Perform quality assurance review of incoming trouble tickets to assist in assuring the accuracy of the issue being reported
Track daily trouble calls utilizing Manage Now and Remedy numeric ticketing system software
Utilizes MS Access to create and distribute administrative reports on daily and monthly workload statistics showing total tickets and percentages of open, closed and transferred tickets to staff members to keep them apprised of the AHLTA Tier II ticket volume
Investigates and/or resolves inquiries from upper level management as well as approves team members' time documents in the absence of the manager
Provide continuous AHLTA support via a shared on-call rotation 24 Hours per day / 7 Days per week to ensure the system remains functional and available to end users at all times
ServiceNow experience, Remote control /remote support tools, troubleshooting and diagnostics tools
SLA management and performance reporting
Walter Reed National Military Medical Center, Bethesda, MD
Senior Records Analyst
February 2007 - October 2013
Utilized Essentris, CHCS, and AHLTA to manage and research patient data
Navigated through Essentris to retrieve various reports and data utilized for monthly reports
Trained and assisted all employees on Essentris, CHCS, and AHLTA on how to navigate through the systems to retrieve pertinent information utilized for daily activities
Respond to queries either in person or over the phone
Troubleshoot physician issues with dictation system
Responsible for quality assurance among all records analysts
Provide dictation/transcription support to Health Information Management and Medical Boards Division
Communicate with senior medical staff to resolve record incompleteness
Perform audits to ensure accuracy of information contained in the Medical Records Tracking Module
Report medical records delinquency rates via the Health Information Management chain of command
Prepared statistical reports, narrative reports and graphic presentations for hospital staff and researchers
Transcribed medical reports
Technical Skills
Microsoft Server 2000/2003,
Windows 10 OS
SCCM
BitLocker/MBAM
SolarWinds
PowerShell
MS office suite (Word, Excel, Access, PowerPoint, Outlook),
Active Directory, Created, monitored, and disable clients’ accounts using Active Directory
Proficient in customer care/communications, problem solving, relationship building and user training and support.
MS Office education with additional proficiencies in assorted databases.
Troubleshooting/ Problem Solving
Technical/User Support
Complaint Handling
Reports & Documentation
Malware Removal (virus, spyware)
CPU device installation (end user peripherals)
CPU installation
Hardware and Software install/remove
Windows OS XP/Vista/Win7(Imaging, staging, troubleshooting PC OS and Hardware)
Enterprise management tools such as SCCM/SMS
Education:
Morgan State University, Baltimore, MD
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