Randolph G. Barnes

*** ****** ***

Waldorf, MD **602

Cell: 240-***-****

Email: adso3h@r.postjobfree.com

SUMMARY OF QUALIFICATIONS:

Over twenty years of versatile experience, encompassing strengths in the areas of Information Technology, experience includes Information Technology Manager, NT Systems Administrator, Systems Operator, and Access Database programmer.

EDUCATION:

Johnson C. Smith University, Charlotte, NC – 1996

BS - Computer Science; Minor - Business Administration

Electronic Data Systems Corporation – 1999

Operation Development Program/NV-MVS/ESAOS – Certificate

TECHNICAL SKILLS:

Networks: WAN, LAN

E-mail: MS Outlook, Webmail, MS 365

Operating Systems: Windows XP, Vista, Windows 7, Windows 8 & 8.1

Microsoft server 2003, 2008, 2012 R2,

Software: Microsoft Office suite, Windows Deployment Services

PowerPoint, A+EDM, PC anyware, VMware 5.1

Active Directory, DASD, Crystal Reports,

LANDesk, Windows Power shell, One Drive

Dameware, Marimba, FAA software

Skills:

• Knowledge of basic cybersecurity and privacy principles.

• Knowledge of server and client operating systems.

• Knowledge of systems administration concepts.

• Knowledge of principles and methods for integrating system components.

• Knowledge of data administration and data standardization policies.

• Knowledge of database management systems, query languages, table relationships• Knowledge of operating systems.

• Knowledge of file extensions (e.g., .dll, .bat, .zip, .pcap, .gzip).

• Knowledge of system administration concepts for operating systems such as but not limited to IOS, Android, and Windows operating systems.

• Skill in configuring and optimizing software.

• Skill in interfacing with customers.

• Skill in operating system administration. (e.g., account maintenance, data backups, maintain system performance, install and configure new Hardware/software).

• Skill in allocating storage capacity in the design of data management systems.

• Skill in maintaining databases. (i.e., backup, restore, delete data, transaction log files, etc.).

• Skill in optimizing database performance.

• Skill in identifying possible causes of degradation of system performance or availability and

initiating actions needed to mitigate this degradation.

• Skill in using the appropriate tools for repairing software, hardware, and peripheral equipment

• Skill to design incident response for cloud service models.

• Ability to accurately define incidents, problems, and events in the trouble ticketing system.

• Ability to develop, update, and/or maintain standard operating procedures (SOPs).

• Ability to collaborate effectively with others.

• Ability to function effectively in a dynamic, fast-paced environment.

• Ability to maintain databases. (i.e., backup, restore, delete data, transaction log files, etc.).

• Ability to accurately define incidents, problems, and events in the trouble ticketing system.

• Ability to develop, update, and/or maintain standard operating procedures (SOPs).

• Ability to design capabilities to find solutions to less common and more complex system issue

Languages: VB, C, C++, COBOL, Pascal, Advanced Basic, NT shell

Scripting, Windows power shell

Mainframes: AS 400, MVS

Hardware: IBM, Dell, HP, NEC, SUN,

DBMS: Access, OLAP, Crystal Reports

Certifications: ITIL V4, BOMGAR

EXPERIENCE:

9/18 – Present SR. Business Analysts

Homeland Security/ICE (SEVP Program)/SRC call center

Arlington VA

Analysts include Program and Management, Business Systems, Quality Assurance, and Communications are responsible for daily operations, qualitative and quantitative analysis of the contact center operations, knowledge base development, systems operations, and / or measurement of the effectiveness of the established policies and SOPs. Analysts will be required to collaborate with SEVP Units.

Analyzing and evaluating (on a quantitative or qualitative basis) the effectiveness of line program operations in meeting established goals and objectives.

Mid – level management duties and assignments.

Assists agency rule – makers or policy decision makers for significant government programs in an influential way.

Manages, supervise, oversees, and monitors the day to day IT related operations and administrative work assigned to the BSA unit

Manages implementation, evaluation and continuous improvement of processes and technology in accordance with management priorities and objectives. Ensures appropriate documentation is developed to substantiate plans and procurements, and to ensure usability and effectiveness of processes and technology once implemented.

Administrative and technical work that directly facilitates the effectiveness, efficiency, and productivity of the information technology mission.

Major responsibility for the direction, planning, design, testing, maintenance, operation, monitoring, and management of system hardware and Telephony phone system.

Improves work methods and procedures used to produce work products.

Directs and manages ongoing BSA team with overall operations and maintenance of system and infrastructure.

Monitor and maintain systemconfiguration.

Identifying data required for use in the management and direction of programs.

Conduct functional and connectivity testing to ensure continuing operability.

Develop and document systems administration standard operating procedures.

Identifying resources (staff, funding, equipment, and facilities) required to support varied levels of program operations.

Assist the Division Chief with planning, coordinating, implementing and completing mission as it relates to the assigned business systems.

Performing daily quantitative analysis of customer calls and using the results to derive operational improvement recommendations

Undertakes region enterprise operations and infrastructure-level assignments of a special and/or critical nature; evaluates the impact of changes in business needs, evaluates feasibility, identifies solutions; and presents recommendations to senior management orally or in written reports.

Analyze and plan for anticipated changes in data capacity requirements.

Recommending process, procedure, and call-flow changes to increase routing accuracy and customer satisfaction.

Provide ongoing optimization and problem-solving support

Ensures policies are in compliance with regulatory requirements and legislated mandates governing those programs. Provides technical direction to staff and contractors. Document statistics on information assets and dependencies and contingency deficiencies, develops technology assessments, as well as critical assets protection implementation plans, and implements critical information protections training awareness programs

Developing, implementing, tracking, monitoring, analyzing, and reporting Key Performance Indicators (KPIs), SLAs, and metrics

2/16 – 9/18 Desktop Support Specialist II System Administrator

UMUC (State of Maryland), Largo, MD

Hardware/software inventory, installation and maintenance, troubleshooting and problem resolution.

Provide ongoing optimization and problem-solving support.

Install, maintain, and repair computer hardware, software, peripheral and audio visual equipment of the type deployed by UMUC to maintain full functionality.

Prepare and test equipment to ensure proper performance.

Install and configure hardware, software, and peripheral equipment for system users in accordance with organizational standards.

Troubleshoot and perform diagnostics to identify and resolve performance problems.

Directs and manages ongoing technical teams in the overall operations and maintenance of systems and infrastructure.

Make repairs and replace/upgrade parts/components as necessary.

Undertakes region enterprise operations and infrastructure-level

assignments of a special and/or critical nature; evaluates the impact of changes in business needs, evaluates feasibility, identifies solutions; and presents recommendations to senior management orally or in written reports.

Install and maintain network infrastructure device operating system software.

Work at a highly detailed level to track, maintain and document “trouble tickets” for all service requests received/self-initiated work orders to maintain accurate histories of all equipment.

Improves work methods and procedures used to produce work products.

Manage accounts, network rights, and access to systems and equipment.

Manages implementation, evaluation and continuous improvement of processes and technology in accordance with management priorities and objectives. Ensures appropriate documentation is developed to substantiate plans and procurements, and to ensure usability and effectiveness of processes and technology once implemented.

Administrative and technical work that directly facilitates the effectiveness, efficiency, and productivity of the information technology mission.

Develop and document systems administration standard operating procedures.

Assist with classroom, computer laboratory, conference rooms, and other university space equipment as needed, including remote UMUC sites.

Provide instruction on the proper use and operation of all hardware, software, and audio visual equipment supported; prepare “how to” instructional and information documents for clients to assist them in the use of these items and updating these documents from to time as needed; answer client questions relating to equipment and software supported; provide hands-on instruction to staff as requested.

Perform Windows and Mac systems imaging. Install software upgrades as needed.

Ensures policies are in compliance with regulatory requirements and legislated mandates governing those programs. Provides technical direction to staff and contractors. Document statistics on information assets and dependencies and contingency deficiencies, develops technology assessments, as well as critical assets protection implementation plans, and implements critical information protections training awareness programs

5/15 – 2/16 Service Desk Analyst/System administrator

Actionet (FAA contract), Washington, DC

Troubleshoot and resolve remedy tickets first resolution

Image and deploy FAA hardware laptops and Desktops

Create, update, and remove user accounts in Active Directory

Install, configure, troubleshoot, and maintain FAA hardware and software

Communicate with NSC for first problem resolution.

Administer accounts, network rights, and access to systems and equipment.

Desk equipment moves and set-ups.

Ensures policies are in compliance with regulatory requirements and legislated mandates governing those programs. Provides technical direction to staff and contractors. Document statistics on information assets and dependencies and contingency deficiencies, develops technology assessments, as well as critical assets protection implementation plans, and implements critical information protections training awareness programs.

Administrative and technical work that directly facilitates the effectiveness, efficiency, and productivity of the information technology mission.

Manages implementation, evaluation and continuous improvement of processes and technology in accordance with management priorities and objectives. Ensures appropriate documentation is developed to substantiate plans and procurements, and to ensure usability and effectiveness of processes and technology once implemented.

Directs and manages ongoing technical teams in the overall operations and maintenance of systems and infrastructure.

FAA approved software install via Marimba Tuner.

9/14 – 5/15 Service Desk Team Lead/System Administrator

Center for American Progress, Washington DC

Create, update, and remove user accounts in Active Directory.

Provide ongoing optimization and problem-solving support.

Create accounts in Microsoft 365 using power shell.

Administer accounts, network rights, and access to systems and equipment.

Administrative and technical work that directly facilitates the effectiveness, efficiency, and productivity of the information technology mission.

Manages implementation, evaluation and continuous improvement of processes and technology in accordance with management priorities and objectives. Ensures appropriate documentation is developed to substantiate plans and procurements, and to ensure usability and effectiveness of processes and technology once implemented.

Mid – level management duties and assignments

Improves work methods and procedures used to produce work products.

Manages, supervise, oversees, and monitors the day to day IT related operations and administrative work assigned with unit

Install and maintain network infrastructure device operating system software (e.g., IOS, firmware).

Install, configure, troubleshoot, and maintain customer hardware and software.

Resolve difficult customer support requests involving integration or configuration related issues and supports systems involving a wide variety of different platforms, operating systems, applications, and desktop configurations.

Manage devices, Blackberry, IPhone, and all other smartphone devices.

Analyze and plan for anticipated changes in data capacity requirements.

Maintain ready status for all loaner equipment.

Install and configure hardware, software, and peripheral equipment for system users in accordance with organizational standards.

Ensures policies are in compliance with regulatory requirements and legislated mandates governing those programs. Provides technical direction to staff and contractors. Document statistics on information assets and dependencies and contingency deficiencies, develops technology assessments, as well as critical assets protection implementation plans, and implements critical information protections training awareness programs

Create training procedures, Update and create new processes.

Develop and document systems administration standard operating procedures.

Create and maintain 8 and 8.1 Images using Microsoft Deployment Services Server.

Directs and manages ongoing technical teams in the overall operations and maintenance of systems and infrastructure.

Provide assistance to lower level staff.

Test new software and create analysis reports.

Manage accounts, network rights, and access to systems and equipment.

Undertakes region enterprise operations and infrastructure-level

assignments of a special and/or critical nature; evaluates the impact of changes in business needs, evaluates feasibility, identifies solutions; and presents recommendations to senior management orally or in written reports.

Conduct functional and connectivity testing to ensure continuing operability.

08/10 – 09/14 Network Administrator (Team Lead)/System Administrator

Presidential Bank & Mortgage, Bethesda, MD

Create and remove user accounts in Active Directory, Trouble shoot system failures.

Improves work methods and procedures used to produce work products.

Manages, supervise, oversees, and monitors the day to day IT related operations and administrative work.

Administrative and technical work that directly facilitates the effectiveness, efficiency, and productivity of the information technology mission.

Conduct functional and connectivity testing to ensure continuing operability.

Develop and document systems administration standard operating procedures.

Assist the Director with planning, coordinating, implementing and completing mission as it relates to the assigned business systems.

Ensures policies are in compliance with regulatory requirements and legislated mandates governing those programs. Provides technical direction to staff and contractors. Document statistics on information assets and dependencies and contingency deficiencies, develops technology assessments, as well as critical assets protection implementation plans, and implements critical information protections training awareness programs.

Provide ongoing optimization and problem-solving support.

Install, configure, troubleshoot, and maintain customer hardware and software.

Resolve difficult customer support requests involving integration or configuration related issues and supports systems involving a wide variety of different platforms, operating systems, applications, and desktop configurations.

Research and analyze new PC/workstation equipment, software, and communications to ensure network compatibility.

Mid – level management duties and assignments.

Major responsibility for the direction, planning, design, testing, maintenance, operation, monitoring, and management of system hardware.

Manage accounts, network rights, and access to systems and equipment.

Manages implementation, evaluation and continuous improvement of processes and technology in accordance with management priorities and objectives. Ensures appropriate documentation is developed to substantiate plans and procurements, and to ensure usability and effectiveness of processes and technology once implemented.

Monitor and maintain system/server configuration.

Undertakes region enterprise operations and infrastructure-level

assignments of a special and/or critical nature; evaluates the impact of changes in business needs, evaluates feasibility, identifies solutions; and presents recommendations to senior management orally or in written reports.

Analyze and plan for anticipated changes in data capacity requirements.

Evaluate specifications and features of new products, performing product comparisons, feasibility and cost benefit analyses, and performance and compatibility testing, and make recommendations for future implementation to management.

Directs and manages ongoing technical teams in the overall operations and maintenance of systems and infrastructure.

Provide expertise and support for desktop and network security.

Manage devices, Blackberry, IPhone, and all other smartphone devices.

Repair hardware and install routine software applications and upgrades.

Maintain ready status for all loaner equipment.

Install and configure hardware, software, and peripheral equipment for system users in accordance with organizational standards

Perform and verifies encryption.

Install and maintain network infrastructure device operating system

Assist in providing Help Desk support maintaining personal computers/laptops and peripheral equipment in working order and within limitations of firewalls and IT security policies and procedures.

Administer accounts, network rights, and access to systems and equipment.

Create training procedures, Update and create new processes

05/10 – 08/10 IP Customer Account Executive

Comcast, Largo, MD

Take general calls to troubleshoot customer web-mail and password problems as well as home networking issues for phone, internet and video products.

Strive for first call resolution.

Reviews customer accounts for accuracy and completeness.

Modifies billing and account history.

Schedules installations and dispatch service technician.

Processes credit card payments.

02/10 – 05/10 Technical Support Analyst I

Logical Innovations, Inc. (Census Bureau Contractor), Suitland, MD

Support the Census Bureau by processing appeals and analyzing appeal information and documentary evidence to reach a recommendation whether to accept or reject the appeal based on an evaluation of the quality of the evidence provided.

Apply complex operational procedures, understand and interpret the documentary materials submitted to support appeals

Apply mature judgment and analytical thinking in problem solving. As an analyst,

Operate the office's Management Information System and the Appeal Processing System.

07/08 – 6/09 Information Technology Specialist/Database Administrator

National Science Foundation, Arlington, VA

Support front end-users in all Microsoft office applications. Fix and repair desktops and laptops. Desktop support. Resolve networking issues. Contact and maintain relations with vendors. Set up and support contractors on internal and external network.

Administrative and technical work that directly facilitates the effectiveness, efficiency, and productivity of the information technology mission.

Support printers and all hardware. Plan and carry out complex assignments and develop new methods, approaches, and procedures involving information systems and technology to meet the needs of OIG auditing, investigations, and other organizational units.

Maintain database management systems software

Ensures policies are in compliance with regulatory requirements and legislated mandates governing those programs. Provides technical direction to staff and contractors. Document statistics on information assets and dependencies and contingency deficiencies, develops technology assessments, as well as critical assets protection implementation plans, and implements critical information protections training awareness programs.

Analyze and plan for anticipated changes in data capacity requirements.

Manages implementation, evaluation and continuous improvement of processes and technology in accordance with management priorities and objectives. Ensures appropriate documentation is developed to substantiate plans and procurements, and to ensure usability and effectiveness of processes and technology once implemented.

Provide advice and guidance on a wide range and variety of complex IT issues, in particular those relating to IT security and application software development.

Undertakes region enterprise operations and infrastructure-level

assignments of a special and/or critical nature; evaluates the impact of changes in business needs, evaluates feasibility, identifies solutions; and presents recommendations to senior management orally or in written reports.

Develop, implement and coordinate activities designed to ensure

Integrity, confidentiality and availability of IT systems.

Prepare and evaluate information systems security documentation

(e.g., systems security plans, risk assessments, disaster recovery

plans, business continuity plans, and user security guides).

Gather, analyze, and preserve evidence to assist in the investigation and prosecution of computer crimes.

Directs and manages ongoing technical teams in the overall operations and maintenance of systems and infrastructure.

Assist in the development, configuration, installation, and maintenance of the OIG local area network, personal computers, and applications to support OIG operations.

Assist in the design, development, and maintenance of databases, Server as a desktop support specialist responsible for managing and maintaining all hardware.

Configure and deploy desktop and laptop systems.

Troubleshoot, diagnose, and resolve problems with desktop and laptops systems in response to staff reported incidents.

Install, configure, troubleshoot, and maintain software including: operating system, application, email, and network client.

Install, configure, troubleshoot, and maintain peripheral hardware devices including: printers, scanners, external hard drives, specialized devices.

Perform upgrades to desktop and laptop systems including: the installation of memory, device drivers, video cards, CD/DVD drives, and hard drives, etc.

6/06 – 07/08 Information Technology Administrator (Systems Administrator)

T-Mobile USA, Beltsville, MD

Build out new stores build network switch and Cisco router.

Desktop support, support all T-Mobile applications VPN,

Install all new software for T-Mobile such as Acrobat, VPN, and connection manager.

Administrative and technical work that directly facilitates the effectiveness, efficiency, and productivity of the information technology mission.

Conduct functional and connectivity testing to ensure continuing operability.

Undertakes region enterprise operations and infrastructure-level

assignments of a special and/or critical nature; evaluates the impact of changes in business needs, evaluates feasibility, identifies solutions; and presents recommendations to senior management orally or in written reports.

Image new laptops and Desktops.

Directs and manages ongoing technical teams in the overall operations and maintenance of systems and infrastructure.

Create batch scripts in NT Shell to automate daily work process testing machines

Test software and new products.

Assist in writing new procedures, documentation, Weekly reports, and presentations.

Develop and document systems administration standard operating procedures.

Coordinate with the Help Desk, via Remedy, in resolving end user issues on all corporate enterprise systems.

Improves work methods and procedures used to produce work products.

Manage accounts, network rights, and access to systems and equipment.

Ensures policies are in compliance with regulatory requirements and legislated mandates governing those programs. Provides technical direction to staff and contractors. Document statistics on information assets and dependencies and contingency deficiencies, develops technology assessments, as well as critical assets protection implementation plans, and implements critical information protections training awareness programs.

Assist the Director with planning, coordinating, implementing and completing mission as it relates to the assigned business systems

Promote and implement company standards and policies and keep the Supervisor/Manager apprised of progress and issues.

Analyze and plan for anticipated changes in data capacity requirements.

Manage the upkeep and upgrade of all desktops, laptops, printers, and associated cabling that function in a LAN/WAN connected or stand alone environment.

Manages implementation, evaluation and continuous improvement of processes and technology in accordance with management priorities and objectives. Ensures appropriate documentation is developed to substantiate plans and procurements, and to ensure usability and effectiveness of processes and technology once implemented.

Provide ongoing optimization and problem-solving support.

Monitor and maintain system/server configuration.

Provide reliable and consistent PBX support; coordinating with the network management group on projects, administering the Lucent and Nortel systems and delivering phone operability to field employees.

Administer accounts, network rights, and access to systems and equipment.

The ITA functions as a remote liaison to the network management group working with them in the troubleshooting, installation and relocation of all LAN/WAN connectivity and operability issues.

Install and maintain network infrastructure device operating system software.

To manage the support of multiple locations, which include any /all T-Mobile facilities?

Understanding of Active Directory and OU Structure and create new accounts within.

Install and configure hardware, software, and peripheral equipment for system users in accordance with organizational standards.

Voice Circuit trunking.

Troubleshoot and repair POS systems.

10/05 – 4/06 Access Data base Manager/DLA-CRM Project

TEK Systems/IT Staffing, Thomas & Herbert LLC, VA

Design and create functional relational data base for DLA- CRM project. Create reports and conduct data base audits.

Improves work methods and procedures used to produce work products.

Prepare weekly updated status report and write queries using SQL and VB. Write NT shell scripts to support CBT and provide User technical support.

Directs and manages ongoing technical teams in the overall operations and maintenance of systems and infrastructure.

Maintain database management systems software

Monitor and maintain system/server configuration.

Mid – level management duties and assignments

04/03 – 10/05 Database Administrator/ Call Center Admin/Crystal Reports

Wolpoff & Abramson, Rockville, MD

Access Database Experience

Proficient in Access, VB, SQL and Access Programming, creating and manage the company’s databases, as well as Crystal 8.5, and Olap. Created reports using other various databases/programs. Generated Access batch files. Reported and designed tables Queries and Access reports.

Monitor and maintain system/server configuration.

Undertakes region enterprise operations and infrastructure-level

assignments of a special and/or critical nature; evaluates the impact of changes in business needs, evaluates feasibility, identifies solutions; and presents recommendations to senior management orally or in written reports.

Maintain Access database audits. Troubleshoot PC issues, document programs functionality. Provided software support and automation to Access reports. Constructed switchboards to track and manipulate Access data input & output. Instruct peers on Access usage and capabilities. Create current manuscript of programming procedures and audit database quality control.

Provide software support and report automation of Crystal reports.

Analyze and plan for anticipated changes in data capacity requirements.

Manages implementation, evaluation and continuous improvement of processes and technology in accordance with management priorities and objectives. Ensures appropriate documentation is developed to substantiate plans and procurements, and to ensure usability and effectiveness of processes and technology once implemented.

Generate batch files and Queries for Crystal reports.

Maintain database management systems software.

Perform, monitor and run Concertos EnsumblePro dialing system. Set up new dialing users and profile while accessing documentation. Query work instructions and procedures. Access quality control and create data view reports/crystal reports.

Manages, supervise, oversees, and monitors the day to day IT related operations and administrative work assigned.

Mid – level management duties and assignments.

Ensures policies are in compliance with regulatory requirements and legislated mandates governing those programs. Provides

Contact this candidate