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Network Engineer Desktop Support

Hyattsville, MD
December 26, 2020

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*** ******** ***** # ***, *********, MD *****

Cell: 240-***-****; Home: 301-***-****

E-mail-id: r

Skype-id: Rafael061951

Job Objective: IS Administrator/Network Security/Project Manager-Engineer


M.S., Information Systems Security, Strayer University

B.S., Industrial Engineering, University of Maryland, MD

B.S., Computer Information Systems, Strayer University

Microsoft Certified Professional/Microsoft Certified (MCP)

Systems Engineer (Microsoft Certified Systems Engineer (MCSE)

Project Manager Professional (Project Manager Certified (PMP)

CCNA Certified CompTIA A+ Certified


* Tier II/III Support * Network Support * Active Directory

* Windows OS * Juniper/Cisco Firewalls * LAN/WAN

* Windows Server * VPN support * Printer Support

* DNS/DHCP * MS Office Support * Customer Service


* 12+ years of IT experience specializing in Network Engineering & Desktop support.

* Successfully maintained network security; ensured compliance to security policy/procedures.

* Worked on HP Printer & MFP maintenance and troubleshooting

* Utilized a deep understanding of PC hardware and employed proficiency performing break/fix, installations and upgrades

* Provide network component expertise, encompassing all connectivity to devices, etc.

*Maintained, analyzed, troubleshoot, and repaired computer systems, hardware and computer peripherals and Experienced with scanner/copier/printer break/fix and maintenance

Experience with CUCM, Contact Center (Cisco Finesse), UCCX, Cisco Call Manager

Professional Experience:

ASM Research College Park, Maryland Desktop Support Tier II

February 2020 – September 2020

1.Provided support to end users on a variety of moderately complex issues. Responded to telephone calls, email and personnel requests for technical support; Maintains records of daily data communication transactions, problems and remedial actions taken, or installation activities and ensures timely resolution of issues.

2.Collaborated with team members to resolve information technology issues and implement process, Improvement; developed training materials and procedures, or trained users as to proper use of hardware/or software; Installed, tested, troubleshoot computer hardware/software and peripherals with specifications for customer.

3.Travel and support to offsite locations within commuting distance of ASM Research; Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software; directed major hardware or software solutions for defective products at management vendors,

technicians, or next tier for service.

4.Used diagnostic techniques to solve problems, investigated causes and recommended solutions for major issues.

5.Used S NOW systems for ticketing issues; kept records of daily data communication transactions, problems and remedial actions taken.

6.Provided application installation, configuration, testing, and troubleshooting of various systems.

7.Prepared and deployed images for pc, mobile devices, laptops (D ell, HP IBM laptops and tablets)

8.Setup and troubleshoot printers, scanners and telephones; reset users Active Directory account passwords, and maintained physical inventory by documentation

9. Managed malware, spyware, trojan horse and virus removal for all systems

* STI Solutions/ICE DHS, Lorton, VA March 2017 – August 2019

Network Engineer

* Medical Absence September 2019 to December 2019

1.Upgraded data network equipment to the l a test stable firmware releases; provide remote support to on-site engineers and end users/customers during installation

2.Documented SharePoint configuration and architecture, Cisco ISE to provide secure business.

3.Used I SE to Centrally configure and manage profiler, posture, guest, authentication, and authorization services in a single web-based GUI console; used Tickets CAD for real-time notifications, extensive communications tool used custom developed and third-party SharePoint solutions packages.

4.Deployed custom developed and third-party SharePoint solutions packages. Configured routers, Switches, firewalls and modem equipment as necessary to promote efficiency.

5.Reports network operational status by prioritizing information and managing projects maximizing

network performance via monitoring performance, troubleshooting network problems and outages.

6.Provided ITIL support service management; Used Cisco ISE to validate and maintain security capabilities on any client machine that accesses the protected network Configured routers, switches, firewalls and modem

equipment; used CAD automatic number identification, Caller-identification technology wireless; Installed VMWare, VOIP, Ticket tracking system, and Office 365; Setup users in CUCM.

7.U sed I SE to implement and customized guest network access maintained CFM systems and network configured both hardware and software. network infrastructure for field engineers

K Staffing (Consultant), VA April 2016 – February 2017

Network Engineer

1.Defined software, hardware and network requirements; Analyzed IT requirements within companies and giving independent and objective advice on the use of IT

2.Worked on VMware UEM and Writable Volume integration; developed agreed solutions and implementing new systems; presented solutions i n written or oral reports.

3.Manage AWS management console t o create service shortcuts, added services shortcuts and deleted services shortcuts; used AWS security credentials to create accounts, create groups and change passwords .enforces policies for all operating scenarios without requiring separate products.

4 Evaluated security-policy compliance by user type, device type, and operating system. prepared and deployed images for laptops and tablets (Dell, HP laptops and Microsoft Surface tablets).

5.Assisted clients with change-management activities; provided SharePoint support to end users.

6.Used SharePoint to administer and maintain sites and subsites; Designed, tested, i installed and monitored new systems; Installed VMware Application Virtualization via App Volumes & Thin App.

7.Prepared documentation and presented progress reports to customers; organized training for all users.

8.Mitigated network threats by enforcing security policies that block, isolate, and repair noncompliant machines without administrator attention: used SharePoint to review and monitor usage reports.

9.Denied network access to noncompliant devices, placing them into quarantine

Global CI (Contract CSRA), Washington DC April 2015 – April 2016

Network Engineer

1.Managed, planned, coordinated, and implemented security measures as a network engineer for a Global IT service provider; safeguarding the corporate network with Systems Integration, operations and maintenance of technical infrastructure and computer configuration.

2.Manages software improvement processes and functions with sound quality control and quality assurance processes; configured Policy Sets and Network Access Devices in ISE.

3;Provided HP laptop/desktop configuration, troubleshooting, and repair; Worked on HP Printer & MFP maintenance and troubleshooting; Developed and monitored procedures for asset management and inventory

4.Provided real time and near real time responses. Provided on-line assistance and coordination; 5 5 Facilitated efforts with MSOs, field engineers, service providers, vendors and other outside support Organizations ;reviewed, verified, analyzed, corrected, and entered inventory transactions.

5..Provided support for discovery, profiling, policy-based placement, and monitoring of endpoint devices on the network with Cisco ISE, managed routers: CLI, WiFi, Ethernet, and IP networks.

6.Managed Microsoft Management Console tools, specifically Active Directory (AD) for user and computers, thin client, terminal services and Virtual Desktop Infrastructure (VM)

Centuria Corp. (Contract) / Department of Veteran Affairs, Wash. D.C. Oct 2012 – April 2015

Network Engineer

1.Functioned as network engineer to document, maintain, upgrade or replace hardware and software systems for the Department of Veteran Affairs; Managed and monitored the wireless network; directed

Mobile device (iOS & Android) configuration and troubleshooting

2.Performing break/fix, installations and upgrades for the agency hardware/software on servers, routers, switches, firewalls, blackberries, WIFI, laptops, Hot Spot, Notepads, i Phone’s and tablets.

3. Installed and configured network wireless devices; encrypted and set up accounts on wireless networks; Implemented broadband, hotspot and Wi-Fi service access.

4.Monitored systems performance, systems security, systems mail accounts, and archives; Created filter rules and permissions. Performed systems backup and systems alerts.

5.Monitored, troubleshot, upgraded and installed Cisco routers and switches

6.Provided continued wireless messaging support for a server-based computing environment, based on the Microsoft Windows/Research i n Motion (RIM) Blackberry Enterprise Server

7.Provided Blackberry Enterprise Server (BES) administration and system management; performed device management (i.e. device issuance, sanitization, warranty, etc)

8. Executed device troubleshooting and installation for wireless access to internet, email, calendar, air cards, cell phone, and applications; Conducted testing and qualifying procedures on new devices and applications to ensure feasibility and usefulness.

9.nstalled, configured, troubleshot and maintained wireless Cisco routers, switches and firewalls; Administered firewall (Cisco/Avaya) policy management and network security management.

10.Monitored outgoing traffic through the proxy to obtain details on generated traffic from users, including websites accessed and bandwidth consumed Managed an Information Assurance Vulnerability Management program (IAVM) to track potential system threats.

11.Maintained, analyzed, troubleshoot, and repaired computer systems, hardware and computer peripherals; performed viruses and security reviews, data recovery on servers, laptops, blackberries, i OS, androids, palm, smartphones, track-pads and disk drives.

Promontory Financial Group (Contract), Washington, D.C. January 2011 – October 2012 Network Engineer / Desktop Support

1.Applied expertise and experience designing, implementing, maintaining and troubleshooting LAN and WAN networks for a global financial services consulting firm.

2.Supported the company’s standards, specifications and physical or software characteristics, including drivers, protocols, signaling, etc., and made use of existing networking technologies.

3.Managed the usage and performance of voice, video and/or data communications networks; Designed and defined system architecture; implemented new systems existing computer systems.

4.Provided engineering support for Active Directory and related network support equipment.

5.Analyzed, administered and supported Desktop, Thin Client, IEC production;

implemented Desktop GPOs in all domains throughout; configured VMware Distributed Resource Scheduling, High Availability and Fault Tolerance

6. Diagnose and troubleshoot problems with PCs, software, communications devices, Installed, troubleshot, and replaced Briefing and Display devices, Video Teleconference devices.

7.Responded to End User requests for technical support and assistance;

8.Provided support and assistance to System Administrator(s), Network Engineer(s) and analyzed, administered and maintained voice, video, and data communications networks.

9. Maintained network security and ensured compliance with security policies and procedures. Participated in the development and implementation of network-related procedures and standards.

10.Participated and directed major network installations and upgrades

11.Interfaced with vendors to ensure appropriate resolution during network outages or periods of reduced performance; Developed and implemented testing strategies and documented results.

12.Responded to escalated requests for technical assistance; provided advice and training to tier II desktop support team and end-users; Troubleshot and resolved complex problems.

13.Maintained current knowledge of relevant hardware and software applications as

assigned; Participated i n special projects as required.

14.Installed network hardware, operating systems, and software as required; planned and supported network infrastructures, Installed and managed network services, supported server administration, troubleshot servers, monitored network performance; implemented network security measures; backed up and managed user accounts and permissions, and restored information systems

15.Exercised independent judgment with minimal direction from supervisor; configured and installed cisco routers, switches and firewalls; planned, coordinated, and implemented security measures to safeguard network, Provided ongoing support for the company's telecommunications system

References and Credentials can be verified as required.

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