Sr. System Administrator
Resume:
Bruce Deans
***********@*******.***
Professional Capabilities
Computer professional with over 35 years of experience of IT principles, concepts and procedures, management, and programs of business organization. Supported, established, implemented and executed full IT project plans for project teams, worked with various internal stakeholders to meet objectives, milestones and calendar deliverables. Responsible for managing nine Help Desk/Desktop personnel; including Systems Administrator and E-mail Administrator and oversaw Statement of Work (SOW). Managed the implementation and improved projects and tasks in a Tier 1-3 environment for Senior Executive, End Users, Contractor’s, and various other organizational staff the functional areas of workstation installation/infrastructure support, requirements management, configuration management, systems analysis, change management, help-desk/close support, customer relationship management and documentation development. Develop strategies Create and implement plans for responding to customer inquiries and complaints Manage operations Oversee the customer support team's day-to-day activities Manage the budget Ensure the customer support department has the resources it needs Improve customer service: Continuously look for ways to improve the customer service process Excellent customer service skills and phone etiquette Ability to establish and maintain effective working relationships Proven leadership and management skills.
Technical Skills:
Lotus Notes
PeopleSoft
JIRA Ticketing
Share Point
Remedy Ticketing
MS Office Products (Word, Excel, PowerPoint)
Anti-virus Software Proprietary Databases
Netscape Navigator/Various E-Mail Packages
Internet Explorer
Windows 9X, NT, 2000 & XP, Windows 7
Service Now
Clearance
DOD - Active Clearances (TS SCI CI Poly completed)
Career Path
VIP Support Specialists /Customer Engagement 2-2024-Present
Attend morning meetings and take meeting minutes.
Assist leadership with special projects and tasks on an as needed basis.
-Assist internal and external customers in problem resolution, as needed.
Maintain confidentiality and security of all relevant information.
Compose and distribute Weekly-wide emails and correspondence NCR VIP Users
Process JIRA requests through ticketing database.
Make Daily rounds to VIP Directors at customer site.
Install routers, printers and Thin Client workstations.
Assist users with Configuring their devices in a timely fashion.
Call and email customers with updated information concerning requests.
Assists and train users with Log In procedures.
Fluk Ports for network Team members and troubleshoot device issues.
Brief Managers concerning VIP customers issues.
Approve customers requests SIC and CED accounts via emails
SR. Systems Administrator GDIT General Dynamics 6-201*-*-****
Systems Administrator to work on a small, dynamic team, focused in a collaborative environment.
Providing VIP End User help for a small group of 15 at EOB Executive Old Building and White House
Team lead for 6 Contractors for DOD Army, supporting 5000 users
Provide technical experience to younger team members, provide training to 6 supervised personnel.
Monitored workday schedules, holiday schedules rotate team schedules to meet daily demands.
Weekly meeting to inform the team off any changes and new ideas, twice daily floor checks, customer facing
Meeting with PM managers for process and improvements users and staff
Council young team members on situation awareness and users’ issues
Creating Accounts, Deleting Accounts, Adding Users to Groups
Responsible for the configuration, security, and operation of a small number of established virtual computer systems, and ensuring the managed systems meet the needs of users.
Training Users on new Application Product and LAN H, systems devices
Be the primary point of contact on all matters related to hardware, software, and communications support for the department
Train laptop users in remote access systems, such as SSL VPN, and Webmail and Notes replication
Creating users tickets using Remedy ticketing Service
Maintain a proper inventory of all IT related equipment and software,
Prepare laptop PCs for mission overseas travel
Assist staff in procurement of cell phones and Blackberry devices
Responsibilities include monitoring systems Taclane for unclassified and classified systems
Makes recommendations to purchase hardware and software, coordinates installation, and provides backup recovery.
Develops and monitors policies and standards for allocation related to the use of computing resources.
Primary liaison for mergers, acquisitions, and divesture activities as it relates to user access, network, security, and support.
Assists users with old email encrypted recovery.
Assist in departmental moves of IT hardware and communications.
Tech assisted customers reset of NIPR and SIPR pin reset.
Monitored PeopleSoft Application, added users to the group, made sure application was updated and made sure license was current. Made sure application was functioning Properly. Training user’s on how use application properly, one on one training sessions or group training
JIRA application, monitor application stability, check on accounts, process ticket as well as VIP Tickets, provided updates to higher management in morning meetings.
Remedy ticketing service, develop user friendly buttons add and remove for easy use by customer, process user request in a timely fashion, send out emails to customer about reminders, instructing user, sending them user guides for smooth process. Training user’s on how use application
testing new applications
Level 2 Enterprise Engineer ASD (Advanced System Design) Dec-2014 - July-2019
Using vSphere VMware platform Responsible for maintaining the U.S. Department of State’s Enterprise Server Operations Center (ESOC) data center services and infrastructure as well as remotely assisting overseas post staff with troubleshooting and maintaining system infrastructure.
Subject-matter expert and frequent liaison to the U.S. Department of State’s Information Resource management (IRM) Enterprise Network Management Operations Center (ENMOC), Global IT Modernization (GITM), and other Tier 3 organizations.
Perform routine data center monitoring and participate in maintenance and upgrade efforts.
Respond to and resolve Enterprise Level 2 incidents and outages.
Perform onsite “Break/Fix” support and resolve high level technical issues related to the proper Configuration and operation of systems and equipment.
Install (rack, cable, configure) a variety of data center equipment, i.e. servers, storage arrays, and Network infrastructure such as switches, routers, and gateways.
Terminate and install CAT6 and fiber optic cabling.
Install, configure, update, and administer VMware ESXi 5.x and 6.x virtualized servers.
Configure and manage ESXi, vSphere, vCenter, and vMotion for customer systems.
Support, resolve, and/or escalate issues of domestic and overseas physical and virtual systems
Within an OpenNet, ClassNet, DMZ, and SIPRNet environment.
Provide knowledge base updates and create SOPs and other technical
Manage Ops Manager for overseas users, Re-configure and rebuild hard drives for customers for NetApps, Domain controllers
Decommissioned overseas Environment using VSphere platform, rebooting VM servers and clusters and Datastores
Answer customer calls from Overseas sites 300 to 400 weekly, Using Remedy ticketing system, Use Outlook email system
Provide close support for Executive Personnel VIP’S, Provide onsite assistance for State Department overseas contacts.
Field /Hardware –CACI International Dec-2013-Dec-2014
Support a variety of Agency networks and their applicable suite of applications such as Microsoft suite, Lotus Notes, Netscape, Internet Explorer while troubleshooting installs upgrades and desktop issues.
Handle Data Transfer Officer (DTO) request to move and record data.
Serve as Virus Point of Contact (VPOC) to scan media to prevent potential computer virus issues, if needed.
Work with the customer to gather and define mission critical requirements; Serve as primary point of contact
(POC) for the customer and service provider(s) during the entire requirement life cycle.
Experience using the Remedy Service Request System (SRS). Ability to capture all pertinent information and requirement details in the preliminary stages of the requirement and during meetings with customers and service providers. Excellent verbal and written communication skills.
Perform maintenance on a variety of hardware systems and software to include troubleshooting workstation, various software and server problem
Knowledge of hardware configurations and troubleshooting techniques for hardware failure, and experience working with and troubleshooting a large networked environment
Create user accounts for multiple workstation environments, Rebuild and Image user workstation.
Review/record surveyed inventory for hardware replacement, upload data via Laptop and send to customer to coordinate scheduled appointment for installation and refurbishment of hardware systems
Installing/removing systems & subsystems, improving service capability. Install Printers
Work closely with Close support and server teams to coordinate and ensure network connectivity for hardware replacement
Cyber Analyst-Zachary Piper LLC April-2011-Jan-2014
Shift lead Cyber analyst in a 24/7 cyber ops center
Defend the enterprise network from Computer Network Attacks (CNA)
Create channels, filters, rules, etc. in ArcSight to help pinpoint malicious network activity
Deep pcap analysis
Solid understanding of various types of CNA’s and attacker TTP’s
DoS/DDoS attacks (syn flood, teardrop, etc.), drive-by, image cache poisoning, fast flux, zombies, botnets, XSS, etc.
Report writing (low level for team members and high level for upper management)
Other tools used include FireEye, ISS, McAfee Intrushield, wireshark, splunk, etc.
Junior DNI Analyst 24/7 solutions Dec-2009-4-2011
Analyze data and telecommunication networks to support research and development of innovative technical solutions.
Work with other intelligence community partners and organizations at various levels, ensuring strong updates and collaborations of target information.
Researched and perform daily queries to perform analysis on new communication technologies and multiplexing schemes.
Create and edited numerous analytical reports on sensitive target areas daily.
Analyze digital/computer networks and task emerging targets for collection.
Interacted with customers to identify technical specifications and utilized MS office tools to create highly structured, DOD technical documents and templates by translating business requirements into written specifications.
Planned, organized, developed, wrote, and edited operational plans, technical documents, and illustrations for current and upcoming documentation based on customer and corporate standards.
Interviewed engineers, reviewed various engineering publications, and drawings to become familiar with software/system technologies and capabilities – provided documents and briefings to senior management
Principal Engineer - General Dynamics Inc. Jan 2008 – Dec-2009
Managing installation of new patching hardware enabling machine access at different physical locations
Serving as the focal point for reporting suspected exploitation of vulnerabilities, computer viruses and unexplained anomalies affecting NSA information systems
Providing security assurance services for NSA networks and information systems and serving on the NSA/CSS Information Systems Incident Response Team (NISIRT)
Determining classification and security requirements for the organization and documenting technical information and solutions
Analyzing and interpreting technical data via Intrusion Detection System (IDS) tools
Providing direct input on the technical and security health of Agency systems to senior management to aid in mission-critical decision-making
Monitoring networks via various technical tools and generating alerts as appropriate
Managing and maintaining internal site networks to include but not limited to Lotus Notes, Linux, UNIX and Windows 2000 in addition to the execution of database management tasks
Providing and maintaining user access groups for over 500 accounts with minimum downtown and errorless connectivity in high-capacity conditions
Developing system architecture & design, software, hardware, communications & interface requirements
Leading definition, trade-off and design activities
Preparing, reviewing, and evaluating documentation, specifications, processes and procedures
Conducting analysis to define, analyze and allocate requirements
Providing daily supervision and direction to staff as necessary
Omen Inc. March 2007 – May 2008
Providing desktop system transitions under the NGA Workplace Modernization Data & Voice Communications contracting vehicle
Providing customer support to NGA’s standard Windows-based desktop community at various DC Metro facilities (primarily Bethesda, MD) and various proprietary applications
Performing hardware and software installation and upgrades of end user workstations
Performing functions to prepare desktop equipment for migration to the GeoScout NTL
Installing and configuring desktops and peripheral equipment to include printers and laptops
Imaging, cloning and providing basic network connectivity services.
Lead Requirements Analyst -- BAE Systems May-2005 – Jan-2008
Supporting the Tyson’s Region call center queue and processing helpdesk tickets as necessary
Serving as the point of contact (POC) for customers and service providers(s) for technical related issues
Working directly with customers to gather and define mission critical requirements
Creating associated change request(CR) tickets in the Service Requests System (SRS) as required
Monitoring the progress of active change requests (CRs) throughout the requirements life cycle
Accepting, analyzing and generating tasks and their inter-related dependencies for CRs received via SRS
Collaborating with team members and IT Chief stakeholders to obtain costing and security approvals
Participating on requirements review boards as needed
Assisting customers with SRS Remedy related questions
Contacting customers and collaborating with vendors to confirm price quotes
Approving pricing submittals based on customer concurrence
Attending weekly status meetings and submitting weekly reports in the proprietary Taurus database
Generating and presenting reports/presentations as necessary to all levels of management
Generating statistical reports (ah-hoc and standard) as necessary for various levels of management.
LAN Technical Manager (LTM) -- Perot Systems Feb 2004 – May 2005
Logging and updating trouble tickets to effectively track status from initiation to closure
Creating progress reports utilizing the SRS Remedy System and other metrics systems as a historical knowledgebase
Collaborating with Close Support personnel and the DISC Engineering Support Team (Tier 3) LTM to troubleshoot and resolve technical design, configuration and performance issues which impacted the operations of the DS&T operational environment
Supplementing Close Support personnel in providing basic orientation training for new customers – this service included basic ADSN and AIN network overviews and basic information service overviews
Providing initial troubleshooting and problem resolution coordination for network connectivity problems/outages affecting the DS&T operational environment
Administering/facilitating customer access to Agency mainframes and associated applications through AADS mainframe requests
Providing and managing customer access levels to Agency systems and DISC supported software
Ensuring availability of DST managed network (CWE) servers during core and non-core hours of operation and maintaining system availability performance metrics of 98% during core hours and 90% availability during non-core hours
Supporting Agency and DISC file, data, application and other network servers (Secure Data Server and Terminal Servers)
Providing custom LAN capabilities (i.e., thin client/Terminal Server and Secure Data Server)
Coordinating and supplying customer support (Tier 1 and 2)
Resolving anomalies and escalating complex issues to the DISC Engineering Support Team level
Collaborating with the DISC Engineering Support Team and other Agency engineering groups (i.e., ISI) to conduct firmware and software upgrades to supported network and application servers and workstations
Planning and closely coordinating with customer organizations all planned network or application outages
Serving as the liaison between the responsible maintenance organizations and the DS&T customer in an effort to minimize potential adverse impacts
Providing virus-scanning assistance and assisting DISC Security personnel with virus resolution and other security related requests
Acting in the capacity of a Data Transfer Officer (DTO) on a regular basis
Providing Tier 2 support for EA/SSO related issues and escalating issues to the Agency Help Desk level
Supporting workstation, printer and server installations and removals and coordinating installs and removals with the Workstation Support Branch (WSB), the DISC Engineering Support Team and other customer organizations.
Providing advanced installation support (i.e., data conversion/migration)
Coordinating all technical aspects for DS&T component moves and/or reorganizations, including physical network engineering; modifying directory structures and group and personal accounts in both Lotus Notes and NT; migrating data; re-establishing pointers & drive mappings to shared resources; and disconnecting, moving and re-installing equipment
Maintaining daily, weekly and monthly server checklists and system management procedures which sustained proactive identification, isolation and resolution to potential operational problems to avoid potential system outages
Customer Engineer -- Lockheed Martin Jan 2003 – Feb 2004
Customizing workstations and servers
Troubleshooting hardware and software
Maintaining and repairing hardware (PCs, Printers, Servers, Laptops)
Providing close support for external buildings such as NIMA DIAC, FBI, Treasury Department, State Department, Department of Defense(DOD), Homeland Security, White House (EOB), Justice Department and the Chamber of Commerce
Computer Analyst -- Lockheed Martin Jan 2000 – Jan 2003
Supporting the Phone Home project for executive-level Government officials
Repairing and installing CWE workstations for Field Common Workgroup Environment (FCWE)
Training end users as required and supporting CPE and MAC team members
Serving as team lead
Tracking equipment inventory
Informing management on daily operations and scheduling and attending meetings as required
Providing close support for 5 NIMA jobsites (over 200 users)
Installing software for Windows NT workstations (Lotus Notes, Netscape Navigator, VirusScan)
Submitting weekly and monthly reports to appropriate officials regarding activities
Building AIN, ADSN, thin client, JDISS and JWICS network workstations for internal and external customers throughout the Washington, DC region
Education
1983 -Anacostia High School, Washington, DC
1984 – 1986-San Diego Junior College, San Diego, CA (Associates degree)
1986 – 1987-Valparaiso University
TRAINING:
1999-2000
-A+ Certification
2009- JWICS Networking
2001
-Strayer College
2009- Network Essentials
2002
-VPN CRYPTO SERVER
2009- JDISS
2008
-Windows Vista
2010-Network + Certification
2009
-Linux Red Hat
2009
- Site Protector
2013
Windows 7+Certification
2018
-Windows 10
2018 Security+ CE (updated/10_24_2027)
2019 MCP 697 and
2019 698 MCSA Cert (10-20-2019)
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