Summary of Qualifications

Highly motivated and solution-oriented professional with strong experience in network engineering and information technology support for financial institutions, telecommunications industry and government networks. Solid record of service as key team player in fast-paced and critical technical environments. Skilled communicator with exceptional customer service ratings. Demonstrated ability to manage projects autonomously, coordinate multiple teams during troubleshooting and develop robust IT solutions.

Technical Skills

Applications & Software:

AutoCAD 2013, All Microsoft Office products, Remedy Action Request System, Visio

Networking & Hardware:

HP Openview Network Node Manager, Netrix Switches, Cisco Works, CiscoSecure, Netcool, Cisco Routers, T-1 circuits, 56K circuits, DS-1 & DS-3, CSU/DSU, TCP/IP, Frame Relay, Max-E,

LAN Cabling

Operating Systems:

Windows (NT, XP, 2000, 2003, 2008). Linux/Unix

Professional Experience

NTT data- Crystal City : Drug Enforcement Agency (DEA) 10/2013 – Present Technical Operational specialist

Developed and implemented cross functional, large-scale automated information systems, including enterprise architecture, for the DEA.

Designed system architectures, including software and hardware, to support the total requirements and communicated the architectures to technicians to transition the DEA.

Documented and use Remedy to maintained records of all transitions with all satellite locations nationwide within the DEA.

Responsible for the movement of services from the expiring Networx, WITS 3, and GSA Regional local service contracts

Using Microsoft Word, Excel, PowerPoint and Outlook I was able to provided budget analysis during transition from Sprint to Verizon to DEA.

Establish an accurate telecommunications system report and an inventory maintenance process.

Perform a strategic analysis of telecommunications requirements and use this to shape the agency’s management approach and guide efforts when identifying resources and developing a transition plan.

Develop a transition plan that includes transition objectives, measures of success, and risk assessment, and a detailed timeline.

Identify the funding and human capital resources that the transition effort will require.

CACI International Inc. – Chantilly, Virginia 08/1996- 10/2013

Senior Applications Engineer/ Shift Supervisor 09/2006-10/2013

Designed and drafted network infrastructures using 2D and 3D AutoCAD.

Updated and maintained all network drafted documentation.

Provides 2nd Tier support to several thousand end users worldwide for Department of State, Bureau of Diplomatic Security

Configures new user accounts and ensure end users have access to appropriate resources (i.e. Printers, map network drives, etc.) for their department

Troubleshoots Transmission Control Protocol/Internet Protocol (TCP/IP), name resolution, and Group Policy

Executes server administration to capture and archive server data backups, event logs, and performs routine maintenance to ensure Classified and Unclassified servers are operational

Performs Active Directory Administration, Computer Management, Local Policy, Services, and various Windows 2003 Server Administration troubleshooting providing expert customer service on a daily basis

Adds/deletes user, workstation, OU’s, Group and OU’s using advanced features of Active Directory

Assists end users with creating, resetting passwords, and configuring Remote Management System profiles.

Utilizes Event Viewer tool to troubleshoot desktop to server issues dealing with applications, security, and system problems that require 2nd Tier troubleshooting, analysis, diagnoses, and resolution

Installs various software and applications as required by Department of State Directives

Installs hardware components daily to include new computers, hard drives, printers, and other network and computer peripheral hardware

Undertakes trouble tickets assigned using Remedy web based application

Collaborates with Network Engineers to troubleshoot, diagnose, and resolve network problems and outages

Installed, upgrade workstation windows 2003, 2007, XP &Vista.

CACI International Inc. – Chantilly, Virginia

Shift Supervisor 06/2002 – 09/2006

Promoted by leading provider of IT and network solutions for United States and European defense and intelligence agencies with approximately 10,200 employees to lead technical and operational network support for Federal Aviation Administration and Coast Guard combined networks during midnight shift. Manage staffing. Train new network technicians. Supervise daily ticket resolutions and insure quality of ticket processes. Supervise six Help Desk Technicians and 10 Network Operators. Provide top customer service to users, vendors, maintenance engineers and field technicians.

Drive team towards goal of completing tickets in timely and professional manner according to ISO policies and guidelines by actively supervising over all operations.

Ensure efficiency through committed use of support automation systems including Remedy Action Request system, Micromuse Netcool Suite, Cisco Works and HP Openview.

Resolve critical problems by coordinating all troubleshooting efforts for large outages and backbone system repairs and by isolating circuit faults throughout networks.

Senior Network Technician 12/2000 – 06/2002

Chosen to serve on team responsible for managing Agency Data Telecommunications Network. Managed over 1,400 continuously operating routers, circuits and sites providing connectivity for critical government agencies. Performed outage maintenance, troubleshooting and restoration services using tiered support strategy. Monitored internal systems; tracked ticket volumes; maintained documentation; and advised senior staff of network failures, service degradations and customer notifications.

Tested and analyzed all elements of network facilities each day including Cisco routers and switches, channel service units, modems, connectors, point-to-point circuits, frame relays, integrated services digital networks and dial-up systems.

Help Desk Technician 08/1996 – 09/2000

Recruited to provide first level help desk support to multiple groups of users. Interacted daily with customers to perform maintenance, report problems and escalate matters. Opened and tracked tasks. Administrated security access requests

Help Desk Technician (continued)

Remedied trouble tickets, updated systems, executed change requests and maintained contract time commitments that ensured high customer satisfaction.

Education and Certification

ITIL v3 Foundation certified Rosslyn,Virginia Virginia

12/2010

CACI International Inc. Chantilly, Virginia

Certified in Operation and Configuration of Promina 800 11/2004

Certified in Hardware Maintenance of Promina 800 11/2004

American Research Group Tyson Corner, Virginia

Certified in Basic Network Operations 08/1993

Computer Learning Center Springfield, Virginia

Certified in Computer Operations 06/1989

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