Shondolyn Villacis

**** ****** *** *****, ****** Beach, FL 33572

adkprm@r.postjobfree.com

301-***-****

Clearance Level: TS/SCI with Full Scope Polygraph

Education

Georgia College and State University - Bachelor of Arts degree - Digital Media, 2008.

Emory University (Atlanta, GA Campus) - Continuing Education - JavaScript Basics

Future Media Concepts, Washington DC, Flash Complete, Lightwave3

RH124 Red Hat System Administrator I, RH134 Red Hat System Administrator II bootcamp Master of Science Cybersecurity and Information Assurance Projected Graduation date June 2021

Certifications

AWS Certified Solutions Architect Associate

CompTIA Security+ Certified

ITILv3 Certified

Certified Ethical Hacker (CEH) Certified

Qualifications

Proficient in Public Key Infrastructure (PKI)

Proficient with iOS, Windows, and Linux, image scanning, printers/plotters

Proficient in Microsoft 365 and Microsoft Exchange 2016

Analytical and problem-solving skills Organization skills to balance and prioritize work.

Employment History

Cloud Support Engineer, Applied-Insight Fulton, MD September 2020 to Present

-Create projects within the AWS environment for support of over 4000 enterprise users.

-Collaborate with developers to come up with best practices for complex technical problems.

-Create Active Directory accounts, issue and maintain tokens,

-Works with AWS technologies and tools to accomplish specific use cases encountered within the project

-Responds to Jira Service Desk requests and assist users with problems such as rebuilding workspaces, monitoring the health of EC2 instances then troubleshooting their failures, resizing users’ workspaces or EC2s, creating Route 53s, helping users set up their S3 buckets and WordDocs, troubleshooting IAM access issues and assigning certificates through Certificate Manager.

-Updating SOPs in confluence when new issues have been resolved.

-Interacts with users & vendors for outreach, awareness, and support.

-Interact with Linux and Windows OS, applications, and environments, to create IT automation and orchestration activities

-Patch servers using Windows Server Update Services (WSUS) and Salt for Linux whenever a critical patch is released. Reads the Nessus scans to ensure patching is complete.

System Administrator, PCI Technologies, Ft Meade, MD Oct 2018 to Sept 2020

-Standing up and maintaining several high-profile IT servers for the government which included troubleshooting connectivity, patching, and monitoring.

-Installing and configuring Ansible and Git repositories

-Testing and deploying playbooks

-Manage STE/STN efforts by implementing security patches and updates in conjunction with agency policies and standards

-Maintain virtual and physical lab environment for compliance with agency’s current security requirements

-Perform remote and onsite technical support duties on network of computers using Red Hat Linux, Windows, and VMware vSphere.

-Install, upgrade and maintain Linux based systems such as the Dell iDracs, VMware and YUM repositories (Red Hat Satellite).

-Install and configure physical and virtual network infrastructure, including Cisco Nexus switches, ESXi on Dell PowerEdge VRTXs, VMware NSX and iSCSI for storage.

-Run network configuration changes through the network modeling software and corrected errors

-Create and enforce SOPs and documentation procedures.

Windows Deployment Technician Team Lead, CyberCore Technologies Ft Meade, MD Apr 2015 to Oct 2018

-Provided cradle-to-the grave support for over 300,000 new deployments and upgrades.

-Assessed and documented site configuration and user requirements.

-Provided oversight for pre-installation requirements and leads preparation of Plans, SOPs and Technical Design Packages.

-Troubleshot network issues for single workstations, floors containing workstations, and whole buildings.

-Reset Cisco network ports and provided Tier II post installation support.

Global Service Desk Service Technician II, Zavda Technologies, Ft. Meade, MD – Aug 2014 to Apr 2015

-Served as the initial point of contact for IT users across the global enterprise.

-Interacted effectively, courteously, and directly with the user to resolve technical issues, respond to queries and service request that originate by telephone, web-based portals, email, or other methods.

-Highly knowledgeable of IT operations, platforms, functions, and terminology.

-Possesses mastery of desktop systems and various software applications; proficient understanding of IT hardware and networking services, to include Active Directory and software installation; comprehensive skills in drafting and implementing standard operating procedures and technical documentation.

-Able to touch-type and enter detailed information in the trouble ticketing system while interacting with the customer telephonically.

Team Lead \ Live Chat Help Desk Technician, Eagle Alliance, Oct 2012 to Jul 2014

-Provided operational leadership and work guidance to personnel providing phone and chat support.

-Assisted customer in resolving complex technical problems for software and hardware issues.

-Utilized Remedy and SupportIT database to log, track and maintain ticket history and related subject matter.

-Managed Active Directory security groups, alias, distribution lists as well as exchange servers, and shared directories (NFS) on an Enterprise level.

-Identified, evaluated, and prioritized customer challenges and concerns to ensure that inquiries were successfully resolved.

-Analyzed and evaluated inquiries/problem reports and made recommendations to reduce help desk call rates.

Contact this candidate