Richard W. Bayouth-Rivera **** Paulonia Road 703-***-****

Alexandria, VA 22310 adhk1m@r.postjobfree.com

BS in Computer Science

Fluent in Spanish and English. / U.S. Citizen

Public Trust Clearance (1990-2014)

Certified Novell Networks and Group Wise Email Administrator (CNA)

“I just wanted to thank you and your staff for all your hard work. I especially wanted you to know, what a great job Richard Bayouth-Rivera did today. He was very helpful, courteous and responding in setting up our new email. He is definitely a great asset to your organization.” – Benjamin Moreno, Assistant Chief, MRO – Facilities Branch, U.S. Border Patrol Headquarters, DHS.

“I had called the ACE PORTAL several times in the past and came away very disappointed with the help I had received. I even had second thoughts about calling today based on past experiences, until I had a conversation with Richard Bayouth-Rivera. I am sending you this message to let you know what a fine person and a credit to the organization Richard is. He took the time to walk me through the problems I was having signing on to the program, and would not end the conversation until I was able to accomplish everything I needed. What companies in our country need is more people like Richard. - ACE Trade System user, used to Import and Export goods in and out of the United States. Jim Bucci, Director of Central Purchasing, John Zidian Co.

“Mr. Bayouth was a key participant in preparing new PC’s to be distributed to National Office as Microsoft workstations” – Pete Brunner, IT Supervisor at the U.S. Department of Labor – ETA.

Qualification Summary

Experienced Help Desk Specialist skilled in IT Procurement, Technical Support, Network Administration, eCommerce, AD and Servers. Strong information technology professional with a MSCES Training focused in Microsoft Network Engineer from Learning Tree. Microsoft Office and 365, Remote & Citrix, HTML, Smart phones, various Email systems Support & troubleshooting, Oracle & MS Access, Share Point, Worked with Unix & Novell OS.

Excellent in Analyzing, installing and upgrading specialized scientific lab software at NIH, NHLBI. Migrated more than 120 computers in at the busiest NIH Hospital saving time and increase production time for important laboratory research that could save lives.

Designed and programmed a new Computer System for the U.S. DOL Employment and Training Administration (ETA) Summer Employment Program previously done on paper for OHR’s resulting in computerized random applicant selection and 75% faster reports.

Proven problem solver and team player in the planning and implementation of new electronic mail system for the U.S DOL – ETA’s 1,800 users. Saving employees waiting time by 47% & improving security resulting in Secretary’s Exceptional Achievement Team Award.

Achieved, helpful and courteous IT Customer Support Technician working with VIP’s Supervisors. Including: U.S., Canada, Mexico and Caribbean 12,000 trading community business, Border Patrol Officers, FBI employees, Airport security personal, Federal and Contractors Network users, DOJ, FEMA at the Customs Border Protection main Help desk including Department of Homeland Security resulting in more or less than 57 tickets resolved a day for various IT systems, hardware, software, security equipment, COTS / SAP.

Attention to details providing Help desk support for the ACE Trade System, used to Import and Export goods in and out of the USA. Collection of duties for goods trade is right now the secondary source of funds in the USA government and the primary for more than 100 years (since July 4, 1789).

Experience:

Ward Clerk – in the Church of Jesus Christ of Latter-day Saints at Springfield and Crystal City, VA. Membership Clerk at Franconia Ward and currently, Ward Clerk at Old Town Ward 2018 – 2020

Responsible of Membership updates, creation and modification of Church members records, recording ordinances like baptism, confirmations & baby blessings. Modification of Reports.

Procurement of Office Supplies and computer related equipment. Fix connection problems with the Wi-Fi and computer peripherals. Record keeping of Audit documents when needed.

Financial Clerk Supervisor including creation of Monthly reports. Processing financial tithe records and reports, creation of checks for payment process. Supervising: a Financial clerk, Membership clerk and 3 Bishopric members when generate, verify and approve the monthly transactions Financial Report. Bank deposits with a bishopric member when required.

Senior Email Support Specialist, held 3 positions for Customs Border Protection (CBP) / Department of Homeland Security (DHS) Herndon / Springfield, VA location. 01/2016 - 2020

Tier 2 Support of Microsoft Exchange and Outlook

Remedy ticketing System

Microsoft Power Shell script creation for modification of Exchange mailboxes and Groups.

Exchange Administration Center – Modify Groups, mailboxes and Tracing

Microsoft Active Directory – Including Attribute Editor

Microsoft Teams and Office 365

Windows Remote Assistance & Desktop

Skype for Business

Service Desk Analyst:

Analyst for Automated Commercial Environment (ACE) secure data portal system used to pay duties when importing and exporting goods into USA. Support government and contractors from various Agencies including USA trade users from around the World when doing eCommerce.

Change management using ITIL methodology. Troubleshoot changes from calls and emails. Submit Remedy Ticket either completed task or escalated to proper support team (BMC Remedy 6 & 7.6).

Assist TRADE Customers with Import Truck Manifests, Import and Export Reports (Business Object Tool, and modifications to their Company Structures.

Assist CBP and PGA Customers with Import and Export Manifest Processing Errors and using Reports Tool, using Web Intelligence format type – SAP Business Objects BI launch pad Platform 4.1.

Use Share Point to update the ACE Master list information for Trade customer doing eCommerce including Importers, Exporters, Carriers and Brokers on the DHS / CBP Intranet.

Acting Team Lead when working on Saturday’s first and second shifts.

Troubleshoot client’s PC compatibility issues with the ACE Secure Data Portal including Software and Internet Browser Configurations in Windows and Apple computers.

Assist team with 24/7365 Bi-lingual (English and Spanish) customer support.

Assisting Exporters with AES Direct features via the ACE Portal (Trade) and direct them to Census Helpdesk for filling functions.

Interact with IBM Tivoli Software Identity Manager and provide Helpdesk guidance for the Automated Commercial Environment (ACE Secure Data Portal) e-business System. The people who Import and Export Goods to the USA use the ACE Portal system. The ACE Portal is an U.S. Customs and Border Protection, Department of Homeland Security and Census Bureau e-commerce System.

Help Desk Support Technician:

Provide IT Technical support for Homeland Security, Custom Border Patrol to government and contractors from various Agencies and USA trade users from around the World. Including Windows 7, 8 and 10 desktops, Microsoft Management Console for Windows 7 Enterprise and AD (Active Directory) version 6.1, Microsoft Office Professional Plus 2013, Exchange / Outlook, Remedy ticketing system, iPhone and Android Cell phones support including Good for Enterprise email app, PIV cards, Mobikey, Microsoft BitLocker Administration and Monitor2016, RDC – Remote Desktop Connection.

Support for multiple proprietary applications running on the Web and Mainframe for various Government Agencies and partners including: Department of Homeland Security, ICE, FBI, Customs, ports employees, FEMA, Department of State, IRS, Department of Justice, Coast Guard, Military Agencies, CSPC – Consumer Product Safety Commission, USCIS – Citizenship & Immigration, Airport & Customs Border Protection and others including VIP’s.

Bilingual (Spanish and English) phone support for various import and export companies that pass thru the Canadian and Mexican U.S. border using Customs Border ACE Web system.

On-site Information Technology (IT) Help Desk Support Technician, for iQuasar 2015

Contracted to provide in person helpdesk support Tier 2 in Northern Virginia and Winchester, VA for all computer hardware, software and proprietary applications for unresolved iQuasar staff issues achieving remote 100% user coverage.

Monitored iQuasar e-mail account for any Helpdesk requests resulting in faster support of incoming requests.

Renegotiated travel expenses to help respond quickly to client needs.

Windows Migration Technician, worked as a contractor for at Department of Health and Human Services (DHHS) – National Institutes of Health (NIH). 11/2012- 11/2014

Served as an Independent Contractor assigned to (HHS/NIH) supporting (NHLBI) in Rockville, Maryland. Contracted for migration of all the computers from Microsoft Windows XP to Windows 7 achieving Enterprise and Windows support standard and increasing user’s production by 35%. Provided Help desk Tier 1 and 2 responsibilities for migrated users.

Maintained an automated knowledge database as a tool for trouble-shooting, diagnosing, and resolving reported problems using “Service Now” ticketing system. Performed Check Point Full Disk Encryption for laptops, hard drives and ESET Smart Security Antivirus.

Analyzed, installed or upgraded specialized scientific lab software at NHLBI like: Prism, Image J, CRIS, etc. Completed all the migration of labs in building 10 Hospital, the busiest at NIH at record time to restore and save time for important laboratory research.

Support / (IT) Help Desk Technician:

Served as an Independent Contractor and Senior Information Technology specialist assigned to (NIH) OD in Bethesda and Rockville, Maryland. Completed deployment and upgrading of all the computers from as part of the Windows XP to Windows 7 migration. NIH Network achieved Enterprise standards and desktops are 35% faster.

Provided Helpdesk technical support Tier 1 and 2 including VIP’s over the phone, in person or remotely using: IBM Tivoli Remote Control and Dame Ware tool. Completed Service Now tickets of Microsoft Office, Exchange and Outlook, hardware, McAfee Antivirus, cell phones.

Sanitized hard drives using DOD standard, received inventory of new laptops, desktop hardware and software as they arrived and surplus delivery to other buildings. Performed Check Point Full Disk Encryption an, AD, VPN, Compu Trace Security on Laptops.

Property Custodial for OD (Office of the Director) of hardware and software including desktop and Laptops computers and peripherals for all contractors, federal employees including VIP’s. Receipt holders for IT Asset acceptance, distribution, bar code tracking and labeling, vendors warranty, contractual documentation, Asset Management data entry, adaptation of guidelines and policy to assure asset accountability. Accounts for the IT assets throughout NIH enterprise to manage all assets within the organization and distributed locations including NIH buildings, Regions offices thru United States and storage locations.

IT Specialist Customer Support (IT Helpdesk Tier 1 and 2), contractor for Modis at the World Bank Group (WBG) in Washington, DC. 1/2012 -10/2012

Provided Help desk support Tier 1 and 2 for the World Bank Group (WBG) at the Information Management Office (IMO), using Microsoft Active Directory (AD), Lotus Notes e-mail, McAfee antivirus, Apple and Windows 7 desktops, Polycom a/v, remote desktop, Cisco VPN and Windows scripts modifications on Microsoft Server 2010 – 12.

Completed installation and technical aspect of the new monitors upgrade project, enhancing the video size to increase convenience for 100% of the users involved in rollout.

Performed procurement online and over the phone including buying printer ink from Staples one day delivery. Interacted with related vendors, received and installed ink on all printers, distribution, inventory, safekeeping and accountability of assets to be distribute to the proper office.

IT Technician, worked as a contractor for United States Department of Agriculture (USDA) in Washington, DC. 12/2010 – 12/2011

Served Helpdesk Tier 1 and 2 for USDA, reimaged Laptop and desktops, troubleshooting Microsoft Exchange and Outlook, Network connectivity issues, login scripts, Microsoft Active Directories (AD) and Blackberries, Remedy ticketing system, McAfee endpoint encryption.

Managed the IT related asset management and accountability program; provided guidance and inventory of received hardware, deployment, management, bar code labeling and tracking, disposal, shrink wrap of old equipment on pallets for donation, auction and surplus including delivery with a Van to the proper building.

Customer Support/IT Specialist (Tier 1 and 2), worked as a contractor for at the Heritage Foundation in Washington, DC. 11/2009 – 12/2010

Resolved Tier 1 and 2 helpdesk requests at the Heritage Foundation in person and remotely including Network connectivity, account issues, re-imaging computers and laptops using Norton Ghost, Exchange/Outlook and Microsoft Server AD.

Installed and configured Sprint and AT&T Wi-Fi access cards and USB adapters in Laptops.

Helpdesk Support, work as a contractor for at United States Department of Justice in Dulles and Arlington, VA. 10/2008 – 10/2009

Resolved level one, two and three Helpdesk problems in the U.S. (DOJ) Department of Justice LAN/WAN Network including Microsoft Server with Exchange/Outlook for e-mail.

Served as IT consultant for the Drug Enforcement Agency (DEA) and provided Analyst for projects. Resolved helpdesk requests over the phone and in person.

IT Specialist United States Department of Labor (USDOL) in Washington, DC. 1/1990 – 9/2008

GS-12

Served as Network, E-mail Administrator of Novell and Group Wise, Microsoft Exchange with Outlook and Server 2008, help desk Tier 2, Analyst, Designer, Programmer, Tester and Trainer for OHR. Also, migration, procurement, Inventory, Surplus and Van deliveries.

Created the Summer Employment Computer System for the Office of Human Resources (OHR), including the creation and modification of applicant records, on screen and (or) printing reports and random selections of applicants to be hired. Performed Interviews to OHR personnel to Analise the current process done manually using paper forms, designed the system using flowcharts and pseudocodes, programmed the system using dbase III + and Clipper including the creation of relational data bases. Created an executable of the System to run on a hard drive or via Network. Trained the OHR personal on how to create, modify and delete summer job applicants; Also instructed how to display and print the reports and randomly select an applicant as required by Government laws. Did a live presentation with my Supervisor at a Government fair on how the DOL / ETA OHR Summer Employment Computer system works. Citrix Remote solution record creation & support.

Analysist functions involving the purchase, inventory and disposal of equipment, hardware and software like Cost applications, upgrading outdated equipment distribution, tracking, vendor warranty, contractual documentation, Asset Management data entry and licensing keeping, adaptation of guidelines and policy to assure asset accountability by each office.

Used Crystal Reports to create better representation of raw data from data base systems done in Microsoft Access, Excel and RTF (Rich Text Format).

Imported and exported information using Crystal Reports. Presented the data in the most organized possible way for documentation, meetings and Management clear understanding of the numbers and information. Work with Unix for Telnet and

Used SDLC (System Developmental Life Cycle) for projects and interagency related IT migrations to meet DOL standards including Microsoft Exchange/Outlook migration.

Evaluated and reviewed DOL Grants project and participate in conference call with other project members to summarize results, troubleshoot any problems resulting in 5 reviews.

Led the project to upgrade the AC in one of the computer rooms and the power supply to a few servers resulting in better distribution of air to comply with hardware standards.

Utilized attention to details when traveled to 10 Regions & D.C to install Windows operating system on the desktop workstations attached to the Network. “For ensuring that ETA achieved Y2K compliance at the desktop in a timely manner”. – Alexis M. Herman, Secretary of Labor. Exceptional Achievement Awarded to the ETA Windows Implementation Team.

Education and Training

University of Puerto Rico at Bayamon (BS in Computer Science). 1992

Hands-On Internetworking Bridges, Routers & Switches. 1998

Basic On-line Oracle training . 2005

Microsoft Windows Server 2008 Administrator classes at www.3softusa.com. 2009

Network + Plus and Network / Office Security On-line Web trainings CBP/DHS. 2016

Privacy at DHS Protecting Personal Information training. 2018

Security + On-line training. Insider Treat and Active Shooter training 2018

CBP Cyber Security Awareness and Rules of Behavior Training. 2019

Enabling Office 365 Services: Share Point On-line Sharing & Site Collections. 2019

Record Management On-line training. 2020

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