CRYSTAL ELAINA BANNISTER

TS/SCI **** IAT LEVEL II CERTIFIED

Address: ***** ********* *** ********** **, 22191

Phone: 703-***-****

E-mail: adndo0@r.postjobfree.com

Qualifications Profile

Dedicated, tasked oriented Manager within the information technology domain with fifteen years experience. Specialized in performing IT Operations and Maintenance technology solutions in support of rapid global priorities. Effective at contributing to diverse team-centered operating units. Excellent process and development skills. Customer-centric with the ability to initiate alliances with private sector and government officials. Experience in the areas of IT management, Incident management, Change management, Conflict resolution, Problem solving, Process improvement, Project management (Agile & Waterfall), Security administration, Systems analysis, Trend analysis, attention to detail and superb oral, written and non-verbal communication. Active TS/SCI clearance and SSBI.

Education

Northern VA Community College, Woodbridge campus, 60 total credits earned for semester hours

Phi Theta Kappa - International Honor Society

University of Phoenix, online with expected completion Spring of 2022 in B.S. Information Technology

Sigma Alpha Pi - National Society of Leadership and Success (NSLS)

Certifications & Training

PMP virtual bootcamp June 2021

CISSP virtual bootcamp June 2021

Azure fundamentals June 2021

Security +

CSM, Certified Scrum Master

ITILv3, Information Technology Infrastructure Library

MCP, Microsoft Certified Professional Windows 10

Experience

Mission Support Manager

Support contract to Defense Threat Reduction Agency

TekSynap / November 2018 - Present

Managed activities of 26 employees in the provisioning of IT support services for over 11 remote locations and 5,000 end users. Responsibility includes supervision of Executive support, Break Fix support, Move Add Change support, Call Center support, Mobile Device Management support and IT Asset Management support. Directly involved with all aspects of the coordination, delegation, and quality control support for performance, productivity and delivery of IT support services. Drove process improvement initiatives in order to enhance customer service management.

Selected contributions:

•Responsible for forecasting, planning and implementation of IT support service projects that adhere to the approved plans, budgets and schedules.

•Ensures that projects are managed from start to finish, including ordering IT equipment, providing adequate manpower resources, IT equipment set up/installation and next day support.

•Provides project cost estimates when applicable for ROMs to Government.

•Provides quality control, site visits, problem solving and support for all employees.

•Interviews, hires, plans, assigns and directs work; appraise performances; reward and discipline employees; address complaints and resolve problems.

•Proactively communicates with senior management related to project progress and contract metrics.

•Review dates to ensure that projects remain on target and within budget.

•Obtains information required to coordinate and monitor progress across all projects and to establish a formal reporting structure.

•Instituted and executed continuous service improvement initiatives by reviewing patterns of activity and recording improvement deltas, achieving a customer satisfaction rating of 4.8% out of 5.0 %.

•Reviews contracts for supplies and services necessary for delivery of equipment, software, operation, installation and completion of projects.

•Coordinates any project changes, problems or issues with the Government that would affect the project schedule or any of the deliverables.

•Collaborates with stakeholders to identify commonalities across processes and an understanding of process elements.

•Host/attended project kickoff meetings, monthly status reports, In-Process Review (IPR) briefings, Change Control Board (CCB), Requirement Review Board (RRB), Program Management Review (PMR) and adhoc meetings.

Deputy Project Manager/Helpdesk Lead

Support contract to DiLorenzo Tricare Health Clinic

MPF Federal / December 2017 – March 2018

Responsible for the daily supervision and direction to staff that were accountable for phone and in-person support to end users in the areas of hardware, operating systems, network connectivity, standard applications, E-mail, legacy applications and new applications. Assisted with the maintenance, planning and execution of project schedules as well as the preparation and delivery of status reports to customers. Interacted with project staff and customers to help coordinate activities. Served as technical lead for the project(s).

Selected contributions:

•Responded to service incidents requests in accordance with established procedures and guidelines by performing diagnosis, end user support, system rollout and replacement, end user training, access control for applications, systems and tools.

•Modified configurations, utilities, software default settings of networked and standalone workstations.

•Managed service requests incidents processing to ensure service level expectation compliance.

•Developed and implemented remedies to alleviate symptoms or remove causes.

•Ensured all service requests incidents were handled professionally, on-time, with accuracy and were documented appropriately.

•Assisted with on-boarding and off-boarding of customers.

Deputy Operations Manager/Support Lead

Support contract to Diplomatic Security DS/CTO, Department of State

Zolon Technology / March 2016 – December 2017

Managed activities for $74M IT support services contract for Department of State Diplomatic Security Chief Technology Office providing 24/7 in the areas of Datacenter Management and Software Development with 122 employees (full time and part time) from Tier 1 to Tier 3. Ranging on Unclassified to Classified SCI secured networks across the NCR area, 47 Regional sites and over 60 GOTS applications supporting end users around the world and in varies embassies. Established and implemented strategies to deliver services to end users within defined schedules and budgets. Managed activities related to customer requirements, budget challenges, human resource requirement and planned for new business development.

Selected contributions:

•Exercised sound judgment in making decisions for any actions that affected availability of operational services.

•Provided leadership, supervision and direction daily for support activities to ensure processes and procedures were used to maintain timely and rapid service request, incident resolution and reassignment to appropriate tiered teams.

•Analyzed end user deskside support performance and service request incident resolution to ensure service level agreements and operating level agreements were met.

•Ensured high availability of network and applications maintaining an uptime of 90%.

•Worked in coordination with the operations manager to prioritize multiple initiatives/tasks and effectively utilized matrixed resources to meet deliverables.

•Expressed to continuously improve operational procedures/processes and assisted in the development and maintenance of standard operating procedures.

•Coordinated with team leads to verify timely service request incidents resolution.

•Participated in disaster recovery planning, testing, execution and response as required.

•Coordinated projects for new/upgraded GOTS applications and installation of hardware and software.

DS Applications Support Lead

Support contract to Diplomatic Security DS/CTO, Department of State

Zolon Technology / January 2016 - March 2016

Supervised 12 employees providing technical support to end users on complex software and network related problems. Provided training and guidance to personnel overseeing life cycle of remedy ticketing system to ensure proper resolution of application problems. Enforced service level agreements to ensure that all end users resolution expectations were met or exceeded.

Selected contributions:

•SME for Diplomatic Security GOTS applications supporting end users remotely or in person while maintaining security and confidentiality of application systems.

•Maintained over 6,000 end user accounts to include resetting passwords, deleting accounts and creating new end user accounts for Classified and Unclassified software application within the SQL database for web-based applications.

•Worked with systems integration branch to ensure application transition into operations as coordinated by ITIL Change Management through the advanced implementation of IT Service delivery best practices.

•Worked closely with systems integration branch to mitigate impact and properly transition updates/applications to operations while increasing employee retention by 80%.

•Responsible for quality assurance testing in pilot and production environment of new software applications working closely with project managers, developers, systems integration engineers.

•Headed development initiatives comprised of continuous training for new applications and systems procedures.

DS Application Administrator/System Administrator

Support contract to Diplomatic Security DS/CTO, Department of State

Zolon Technology / January 2013 - December 2015

Provided operational support of system software, applications software and user data files configured within SQL database. Delivered maintenance for the integrity and verification following system restoration/recovery procedures and data format conversion procedures during the import and or export of data. Analyzed performance indicators such as systems response time and number of programs being processed to ensure operational efficiency.

Selected contributions:

•Maintained end users accounts in SQL database for web-based Citrix single sign-on applications with password resets, account creation, deletion and modifying end users data profiles.

•Reported outages on the SQL database and worked with DBAs to assist in resolving application unplanned outages. Validated and tested applications after restoration.

•Answered incoming calls to assist end users providing operational and functional application assistance.

•Maintained end users network accounts in Active Directory to include account creation, deletion, password updates and unlocking accounts.

•Knowledge of security policies, procedures and worked closely with ISSOs to ensure end users retained accordance to set policies for access to secured applications.

•Used Remedy ticketing system to track and update all IT related incidents.

DS Application Administrator/System Administrator

Support contract to Diplomatic Security DS/CTO, Department of State

Catapult Technology / March 2010 - December 2012

Provided operational support of system software, applications software and user data files configured within SQL database. Delivered maintenance for the integrity and verification following system restoration/recovery procedures and data format conversion procedures during the import and or export of data. Analyzed performance indicators such as systems response time and number of programs being processed to ensure operational efficiency.

Selected contributions:

•Maintained end users accounts in SQL database for web-based Citrix single sign-on applications with password resets, account creation, deletion and modifying end users data profiles.

•Reported outages on the SQL database and worked with DBAs to assist in resolving application unplanned outages. Validated and tested applications after restoration.

•Answered incoming calls to assist end users providing operational and functional application assistance.

•Maintained end users network accounts in Active Directory to include account creation, deletion, password updates and unlocking accounts.

•Knowledge of security policies, procedures and worked closely with ISSOs to ensure end users retained accordance to set policies for access to secured applications.

•Used Remedy ticketing system to track and update all IT related incidents.

Procurement Management Specialist

Support contract to Diplomatic Security DS/CTO, Department of State

Catapult Technology / November 2009 – March 2010

Administered property control activities to ensure continual accountability of Government assets in accordance with applicable Department of State FAM regulations. Maintained property accountability records and arranged for the decommission of surplus or obsolete materials of IT equipment.

Selected contributions:

•Performed deliveries of consumables, IT equipment and other non-IT equipment to end users at different locations supported by Diplomatic Security.

•Provided status updates concerning requests, including request completion date and any delayed requests.

•Conducted inventory of IT equipment deployment within Remedy before distribution of assets.

•Shipped, labeled and decommissioned IT equipment as needed.

•Coordinated with mailroom for incoming deliveries for office or staff.

•Performed record entries for all accountable IT equipment.

IT Support Specialist

Support contract to Diplomatic Security, Department of State

Catapult Technology / January 2008 – November 2009

Provided support to approximately 1,200 onsite end users and 4,000 remote end users accessing SMS remote tools. Ensured end user data was entered in UTT ticketing system and documented issues for ticket completion. Worked towards identification and resolution of common problems and solution development.

Selected contributions:

•Implemented detailed documentation relating to procedures, processes and standards.

•Scheduled and executed VTC telephone and video conferences using Creston and Tandberg systems.

•Creation of duplicated hard drives for desktop units.

•Maintained policies and procedures in accordance with Department of State 12 FAM 570 Industrial Security Program.

•Coordinated and administered the training of new and existing employees on standard operating procedures, information systems and physical security.

•Outstanding development relationships with co-workers, end users and management.

•Supported installing, diagnosing, repairing, maintaining and upgrading all system hardware and IT equipment to ensure optimal workstation performance.

Account Management Specialist

Support contract to Diplomatic Security DS/CTO, Department of State

Catapult Technology / January 2007 - January 2008

Created, maintained, modified, transferred, deleted and archived network accounts in Active Directory. Assigned security groups and permissions for networked resources. Created, transferred, restored and archived mailboxes using Microsoft Exchange Server 2003/2010.

Selected contributions:

•Implemented site security procedures, checklists, process controls and practices for collateral information including preparation of documents and destruction of records.

•Maintained security and integrity of end users systems using Symantec and Anti-virus updates.

•Archived, disabled and deleted all files, folders and favorites upon end user out-processing.

•Monitored and filed server back up tapes, reset users network account and application passwords.

•Created and modified standard operating procedures for the Account Management team

System Account Administrator

Support contract to Army Knowledge Online/Defense Knowledge Online

Army Knowledge Online AKO / August 2006 – January 2007

Responsible for the single point of contact for all IT service request, issues and inquires for a 24/7 support services to Army sites and functional organizations.

Selected contributions:

•Resolved browser difficulties connecting to the AKO/DKO portal.

•Analyzed security settings latent within end user profiles or workstations and implemented AKO/DKO policy for internet connection settings and usage.

•Configured email protocol settings in Microsoft Outlook and resolved Java-specific issues related to instant messaging.

•Registered, troubleshooted and diagnosed issues relating to Cryptographic Card Login (CCL) with Common Access Card (CAC) for AKO/DKO portal.

•Maintained policies and procedures in accordance with DoD Regulations Enterprise E-mail, Mobile devices, desktop Applications, network connectivity and phone portal issues.

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