Help Desk Network Administrator

Ivy J. Moorefield, MBA

**** ******** ****** *** ***, Mt Rainier MD, 20712 240-***-**** ***********@*****.***

SUMMARY PROFILE

Over a decade worth of experience in the customer service space, working with countless clients in a professional setting to ensure that their needs are met and operations of the company run smoothly. This professional history reflects a record of demonstrative achievement such as overseeing staff productivity and business processing efficiency.

WORK HISTORY

UMatter Consultant March 2010 –Feb 2023

IT Business Consultant Hyattsville MD

Maintained various accounts in accordance with company protocols, oversaw technical need, Supplied technical and in and out of office support.

Implemented hardware and software solutions, enhancing IT systems, and resolving technical issues.

Documented problems and solution in helpdesk tracking system.

Organizing and providing recommendations on business projects on behalf of clients.

Meeting with clients and reporting on performance updates of various situations.

Understanding needs of clients and researching information to best serve clients.

Creating strategies and solutions to help clients reach their goals

Providing advice when problems or discrepancies arise.

Serco Inc.—Headquarter of Department of the Army June 2008 – Jan 2010

Senior Technical Business Consultant Arlington VA

Provide technical support for several agencies in the Army. Support imo’s in taking care of clients.

Supported Army agencies by providing location, hardware and software. Make sure agencies are using Army regulated software and hardware. Worked with clients to get hardware compliance with Army regulation.

Kept client’s informed on what hardware or software need to change to be compliant with Army standard. Provided Army clients with IT equipment, software and hardware to support daily mission. Update database on client’s and IMOs needs.

Collaborated with Information Management Officer (IMO) to collect, review, and analyze IT requirements and user needs in order to coordinate and plan execution of IT solutions.

Performed technical planning, systems integration, verification/validation, and cost/risk analysis.

Served as liaison for various corporate, communications, and Army agencies to ensure incorporation of customer and product requirements while reflecting technical, schedule, and cost constraint.

Office of Chief Technology Officers Nov 2006 - Jan 2009

Security Engineer / Forensic Examiner

Washington, DC

Monitored and closed 7 inappropriate/suspicious computer use cases at the governmental level and implemented an incident response and case disposition tracking record.

Monitor the network infrastructure to ensure availability and performance using network monitoring tools

Respond to alerts and notifications and troubleshoot network issues

Issued 27 security advisory bulletins citywide, and presented security recommendations to agencies in an effort to support their compliance initiatives.

Assisted in distribution of citywide Spyware protection for over 23,000 users across 119 agencies.

Collaborated with DC government agencies to manage the deployment of a Virus Scan application to over 30,000 user desktops utilizing ePolicy Orchestrtor 3.5 servers and ePO Agent

Worked closely with senior management in order to properly obtain information for investigations. Performed advanced forensic collection techniques with EnCase software.

Scanned networks for errors.

Examined and analyzed packet traces and raw log dumps and provided reports of resultant data. Assessed vulnerabilities and potential hazard spots.

Stay up-to-date with industry trends and new technologies related to network monitoring and security.

Innovated Consultant Nov 2005 – Sept 2006

Network Administrator Washington, DC

Enacted technical leadership duties in the design of Windows Server integration as well monitored integration activity and provided support when needed. Such integration was performed in both private businesses and the government sector.

Updated and created IT documents to aid other members of team.

Analyze network traffic patterns and usage to identify areas of improvement.

Participate in the development and implementation of network security policies and procedures

Maintain network security by monitoring for unauthorized access, malware, and other security threats

Performed security-engineering actions such as enumeration scanning, antivirus server; deployment, and installation of antivirus software clients.

Kaiser Permanente Aug 2005 – Oct 2005

Network Operation Lead Silver Spring, MD

Provided automation services required to support the company in a variety of areas and capacities.

Enhanced infrastructure monitoring/management and problem resolutions.

Oversaw the operation of networks and systems throughout the enterprise including both hardware and software. Supported LAN’s, WAN’s and WINTEL and NON-WINTEL servers through the use of RDC and iShadow Desktop. Used utilities to manage and monitor servers running CMC Cluster Admin Tivoli alerts, Novell Netware, Active Directory, Network Monitoring.

Instrumental in the ability to reduce the frequency of infrastructure problems.

Participated in a cross-functional SWAT technical team to analysis, identify and resolve integrated system issues.

Department of Defense Nov 2004 – Aug 2005

Site Manager – Information Technology Rosslyn, VA

Installed new servers and changed existing servers from prior OSD domain to new WHS domain.

Coordinated technical support functions during installation/migration of primary IT systems as well as provided a detailed inventory of said IT systems.

Configured workstations, printers, blackberry, servers, and various equipment. Responded to trouble ticket requests and expedited corrections of such requests. Provided technical training and administrative functions.

Prince George’s Hospital Feb 2004 – Oct 2004

Help Desk Manager Cheverly, MD

Oversaw the team responsible for replacing workstations and terminals. Installed software and configured workstations.

Coordinated IT systems software and applications with an emphasis on troubleshooting.

Provided necessary technical assistance required to resolve any problems that arose during configuration/installation.

Compiled technical support and training documentation for use by hospital staff.

US Army Materiel Command — Department of Defense July 2003 – Dec 2003

Network Engineer Fort Belvoir, VA

Installed and coordinated the setup of workstations. Handled technical problems and delivered presentations on technical issues.

Performed analysis of systems, troubleshot systems, and isolated network faults. Provided network security and inventory management.

Utilized ghost software to maintain integrity of system.

The Judge Group Jan 2003 – June 2003

Help Desk Shift Manager Fairfax, VA

Performed network administration functions such as unlocking user accounts, assisting users in logging in to Outlook Web Access, etc.

Extensively utilized various professional software such as SQL and VNC in order to facilitate remote log ins.

Tracked user calls through a Heat Database System.

Researched and resolved user’s problems with software and networking both in person and over telephone system. Guided the development and integration of several projects.

ACS/Delta Corporate Services Dec 1999 – Nov 2002

Help Desk Tier Shift Manager and Trainer Rosslyn, VA

Managed 9-member helpdesk as well as trained members of helpdesk on a variety of software packages. Created SOP and How to manuals.

Tracked complaints, comments and suggestions and entered them in proper database.

Performed quality assurance tests as well as updated databases when needed.

Tracked and corrected a multitude of problems and facilitated the proper resolution of problem tickets.

US Air Force, 11th Communications Squadron 1998 – Dec 1999

Network Administrator – Help Desk Shift Manager/Trainer Washington, DC

Unlocked user accounts, managed remedy tickets, updated IT documents and initiated contact with vendors. Responsible for hardware installation, configuration of print boxes and updating operating systems/software. Trained new members to the migration team.

Maintained proper resolution of support tickets. Installed software and hardware. Monitored and maintained workstations and servers.

Troubleshot existing problems on an as needed basis.

EDUCATION

Master in Information System with a concentration in Security Administration

Strayer University 2008-2012

Washington, DC

Master of Business Administration 2000-2002

Strayer University

Washington, DC

Bachelor of Science in Computer Science 1996-2000

University of the District of Columbia

Washington, DC

Bachelor of Science in Computer Science 1993-1995

Alabama State University

Montgomery, AL

HS Diploma, Spingarn Senior High School 1990-1993

Washington DC

LICENSES / CERTIFICATIONS

Cisco Certified Network Associate (CCNA)

ACE – Greenbelt, MD

Microsoft Certified Professional —NT 4.0 Server and Workstation 1999

University of the District of Columbia – Washington, DC

Certificates in Windows 2000 Advance Server and Professional 2000

KEI Institute – Rosslyn, VA

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