Technical Writer Project Manager

ALLEN M.BARROW

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

BOWIE, MD ****0

Home: (301) 860–0846 \ Cell: 240-***-****

********@*****.***

OBJECTIVE:

To be employed as a Telecommunications Project Manager or Project Coordinator, Technical Writer, Systems Administration Trainer or Circuit Manager.

SECURITY CLEARANCES:

Top Secret / Sensitive Compartment Information (TS/SCI) with Full Scope Polygraph, November 2014

Top Secret / Sensitive Compartment Information (TS/SCI) with CI Polygraph,

May 2016

EDUCATION:

Associate of Applied Science in Electronic Systems Technology – June 1993

Bachelor in Business Administration – May 2019 (Averett University)

CompTIA Security + CE -- 30 Sept 2015 to 30 Sept 2021 (COMP001020918569)

WORK HISTORY:

General Dynamics-IT – Herndon, VA

Component Mission Administrator - October 2019 to May 2021 (CIA)

Customer-supported corporate applications, standalone workstations and operating system experience along with using VM Ware (vSphere), Desktop Director (Citrix) tools to reset sessions on virtual machines.

Desktop hardware and peripherals installation along with troubleshooting and management of Audio/Visual equipment.

Establishing and maintain user accounts, create and delete customer accounts per request and troubleshoot account issues with Domain Mission Administrators (DMAs).

Technical writing and editing of user equipment manuals, circuit diagrams/drawings and various customer related documentation.

Quadrant, Inc - Washington, DC

Tier 3 Mobile Device Help Desk Analyst – March 2019 to August 2019

Manage trouble tickets using the client designated corporate ticketing system

Provide basic troubleshooting and problem resolution proficiencies

Mobile Device Hardware from multiple vendors such as Apple, BlackBerry, Samsung, HTC, Client Mobile Device Software Operating Systems from multiple vendors such as iOS, Android, BlackBerry, Windows Mobile Corporate Enterprise MDM management software such as BlackBerry BES, AirWatch Administer MDM accounts directly related to the mobile device such in support of login

Troubleshoot and resolve mobile device issues or problems with device hardware and software

Troubleshoot wireless carrier network services such as voice, data, Short Message Service (SMS), Multimedia Messaging Services (MMS), data tethering, mobile hot spot, management of carrier mobile telephone numbers between devices

Provide input to design requirements associated with continued installation, integration, and testing of the smart phone information systems

Assist the MPO with maintaining a reference library to include, but not limited to, creating end user tips and tricks, creating and responding to end user FAQs, providing input to Standard Operating Procedures (SOPs) on the MPO intranet SharePoint or similar sites

Support the client in developing and maintaining all technical and procedural documentation pertaining to client designated enterprise mobile device configurations, technical support, processes, and procedures

Provide user familiarization and guidance for client designated enterprise mobile device functions as requested

Escalate trouble tickets with the appropriate Tier 3 support when more advanced troubleshooting is required

Configure and enterprise enroll/activate client designated mobile devices with current client approved upgrades to device firmware, operating system patches and versions based on troubleshooting resolution and device reassignments

Assist with the enterprise mobile device refresh period by providing Tier 2 MDM support and enterprise deployment of client refresh enterprise mobile devices

Adhere to client property processes in accordance with client policy

Process replacement devices (seed stock) between vendor and end users as required.

Ability to travel to support Quantico and Washington DC locations as needed.

Leidos Corporation – Pentagon, VA

Senior Technical Controller – September 2018 to March 2019 (US Air Force)

Operates and troubleshoot fault isolation of DS0, DS1, and DS3 circuits routed through the Pentagon as well as other Defense Communications System facilities.

Initiated fault isolation on circuits routed through on multiplexers, routers and switches on fiber, copper networks. Operated a wide range of digital test equipment, such as the Fireberd 6000, protocol analyzers, oscilloscopes, network probes and analog measuring sets.

Operate and troubleshoot various encryption devices such as the, KG-94, KG-194. Extensive knowledge of RS-232, RS-449, MIL-188C, EIA-530, V.35 and V.24 interfaces.

Apex Systems, Inc – Pentagon, VA

Senior Technical Controller – June 2018 to August 2018 (US Air Force)

Operates and troubleshoot fault isolation of DS0, DS1, and DS3 circuits routed through the Pentagon as well as other Defense Communications System facilities.

Initiated fault isolation on circuits routed through on multiplexers, routers and switches on fiber, copper networks.

Operated a wide range of digital test equipment, such as the Fireberd 6000, protocol analyzers, oscilloscopes, network probes and analog measuring sets.

Qualified to operate and troubleshoot various encryption devices such as the KG-94, KG-194.

Extensive knowledge of RS-232, RS-449, MIL-188C, EIA-530, V.35 and V.24 interfaces.

Information Systems Technician – February 2017 to April 2018 (NRO – Ft. Belvoir)

Provides Tier 2 support for installation; maintenance and troubleshooting support of information systems applications and related peripheral hardware.

Monitors and responds to hardware and software problems utilizing a variety of hardware and software testing tools and techniques. Installs and configures applications software and related hardware (such as desktops; servers; and related peripherals like printers; scanners; drives; KVM Switchboxes; monitors, mice, associated cabling and video teleconferencing hardware).

Provides Tier 2 software and system troubleshooting support. Participates in special projects as required. Wrote Continuity of Operation Plans (COOP) and New Hired training task programs

Create and test voice mailboxes using Cisco Unity in Call Manager (CM)

Installs and Actives VoIP phones utilizing Cisco Call Manager (CM)

TransQuest Federal, Inc – Bolling AFB, Washington, D.C

Desktop Support Agent – October 2015 to December 2016 (DIA)

Install and configure applications software and related hardware (such as desktops, and related peripherals like printers, scanners, drives, monitors and video teleconferencing hardware).

Resolve Network Related Issues (Internet Connectivity, Printers, and Resource).

Monitor and respond to hardware and software problems utilizing a variety of hardware and software testing tools and techniques.

Remote into user's workstation via SMS Tool or troubleshoot issues at the user's location.

Manage user(s) workstations through Active Directory (Domain Administration).

Assemble equipment and install wiring. Performs BIOS configurations and Rebuilds on Desktop PCs. Video Card and Network Printer installs.

Creates and document all maintenance actions (Tier 1/Tier 2) in Support Web work orders

Troubleshooting and configure VoIP telephone sets utilizing Cisco Call Manager (CM)

Assist with tier two escalations of trouble tickets.

Performs Hardware installations and Cabling Infrastructure maintenance

Participate in special projects as required.

Provide technical support and familiarization training to end-users.

General Dynamics-IT – Herndon, VA

Senior Helpdesk Technician - February 2013 to June 2015 (CIA)

Provide administrative support for the day to day operation of the IT Support Center mailbox such as opening and routing tickets to proper group. Attention to detail and exceptional organizational skills are a must for this task. Answer IT Support Phone Lines.

Customer Support including Blackberry support, RSA, WebEx, go-to-assist, Citrix. Maintain knowledge of the principles, methods, and techniques used in information system troubleshooting and support. Maintain knowledge of related hardware and software.

Resolve Network Related Issues (Internet Connectivity, Printers, and Resource).

Monitor and respond to hardware and software problems utilizing a variety of hardware and software testing tools and techniques.

Install and configure applications software and related hardware (such as desktops, and related peripherals like printers, scanners, drives, monitors and video teleconferencing hardware).

Provide technical support and training to end-users.

New User Orientation and assist new users in completing the IT security paperwork.

Manage user account through Active Directory (Unlock account, Password Reset, Update Information).

Remote into user's workstation via SMS Tool or troubleshoot issues at the user's location.

Create, document updates and resolve tickets using Remedy.

Perform hardware evaluations and make recommendations based on evaluations.

Ensure Service Level Agreement (SLA) scores are being met in all areas.

Assist with tier two escalations of trouble tickets.

Provide guidance and work leadership to less-experienced technicians.

Participate in special projects as required.

General Dynamics-IT – Herndon, VA

Component Mission Administrator - April 2012 to February 2013 (CIA)

Customer-supported corporate applications, standalone workstations and operating system experience along with using VM Ware (vSphere), Desktop Director (Citrix) tools to reset sessions on virtual machines.

Desktop hardware and peripherals installation along with troubleshooting and management of Audio/Visual equipment.

Establishing and maintain user accounts, create and delete customer accounts per request and troubleshoot account issues with Domain Mission Administrators (DMAs).

Technical writing and editing of user equipment manuals, circuit diagrams/drawings and various customer related documentation.

General Dynamics-IT – Herndon, VA

Senior Systems Engineer - June 2010 to April 2012 (CIA)

Design, develop, test, and supervise the development, production and operation of electronic equipment such as broadcast and communications systems, and radios.

Define requirements, including transmission capacity planning, in areas such as communications, signal processing, and control systems

Monitor technology (VoIP) development and make appropriate recommendations to achieve efficiency

Enable telephone service via wires and cables that connect customers' premises to central offices maintained by telecommunications companies.

Install, repair, and maintain telephone equipment, cables and access lines, and telecommunications systems, including radios

Assemble equipment and install wiring. Performs BIOS configurations and Rebuilds on Desktop PCs. Video Card and Network Printer installs.

Creates and document all maintenance actions (Tier 1/Tier 2) in Remedy and ESMT work orders

Help customers understand the new and varied types of services offered by telecommunications providers.

AT&T Technical Services Company – Herndon, VA

Systems Administrator – October 2006 to April 2010 (CIA)

Tier 1 support of various Telecommunications Switches (PBXs), Voice Mail systems, Cisco & Juniper routers, ATM Networks, Linux and Solaris servers, Windows NT servers and workstations PBX and WAN circuit alarm resolution

PBX Administration, Servers and Workstation Administration, Systems Backups, Oracle Database Administration, and Alarm/Error Resolution

Performs Hardware installations and Cabling Infrastructure maintenance

Writing daily reports and (Visio) documentation queries

British Aerospace Enterprises – Information Technology (BAE-IT)

Systems Analyst – November 2005 to June 2006 (CIA)

Prepares detailed analytical reports on application installs, upgrades, and troubleshooting of software configurations on Windows–base proprietary software

Technical one-on-one tutorial and On-The-Job (OJT) training on Windows-base software

Attends and participates in all planning meetings for sites under review for Final Readiness and Deployment of new software

Provides discrepancies reports of software anomalies found in classroom training environment and on deployment at site

Travels to domestic and foreign locations to conduct training activities and site survey visits

AT&T Technical Services Company – Herndon, VA

Systems Administrator – April 2004 to November 2005 (CIA)

Tier 1 support of various Telecommunications Switches (PBXs), Voice Mail systems, Cisco & Juniper routers, ATM Networks, Linux and Solaris servers, Windows NT servers and workstations PBX and WAN circuit alarm resolution

PBX Administration, Servers and Workstation Administration, Systems Backups, Oracle Database Administration, and Alarm/Error Resolution

Writing daily reports and (Visio) documentation queries

Performs Hardware installations and Cabling Infrastructure maintenance

Arrowhead Global Solutions, Inc – McLean, VA

Telecommunications Specialist – June 2003 to March 2004 (CIA)

Testing, installation and troubleshooting of LAN/WAN circuits, modems, and cabling lines in Audio and Digital communications systems

Fabrication and installation of circuit cables (twisted pair, coax, and fiber)

Produce and maintain documentation, interconnection diagrams and drawings, and tables that support site–specific installation planning and implementation

Conduct inspections and make reports about on-site activities and discrepancies to higher management as directed

Cherokee Information Systems, Crystal City, VA

Telecomm Engineer, Level III – August 2002 to May 2003 (DTRA)

Integration, testing and installation of communications systems supporting the mission requirements of the Defense Threat Reduction Agency (DTRA)

Troubleshooting of LAN/WAN circuits, modems, and cabling lines

Fabrication and Installation of circuit cables (twisted pair, coax, and fiber)

CACI Corporation, Chantilly, VA

Staff Hardware Engineer – December 2001 to August 2002 (State Dept)

A member of the (Classified Connectivity Program 2) CCP II Project traveling abroad to US Embassies/Consulates around the world installing fiber LAN networks for Department of State.

Computer Sciences Corporation (CSC), Chantilly, VA

Field Technician Level V - November 2000 to November 2001 (State Dept)

Integration, testing and installation of communications systems in support of the Diplomatic Telecommunications Service Project Office (DTS-PO)

Assist U.S. Government and/or contractor field technicians in the installation of communications upgrades at worldwide Embassies / Consulates

Maintain current passport and obtain country clearances and travel visas as required

Air Force Pentagon Communications Agency

Telecommunications Network Technician - April 1997 to April 1999

Performed and coordinated daily fault isolation of DS0, DS1, and DS3 circuits routed through the Pentagon as well as other Defense Communications System facilities.

Air Force Pentagon Communications Agency

Command and Control (C2) Circuit Management Officer - June 1994 to April 1997

Prepares and submits requests for leased communications systems in support of the National Command Authorities; White House; Secretary of Defense; Chairman of the Joint Chiefs of Staff; Air Force Chief of Staff; Air Staff; and the National Airborne Operations Center.

Managed 650 long-haul telecommunications contract leases worth over $260 million and 6 active duty technicians in support of this department. Monitors installation of communication systems and provides guidance to operational and maintenance activities. Assistant project manager for active C2 programs for supporting AFPCA.

EMPLOYMENT:

General Dynamics-IT

October 2019 to Present

Quadrant, Inc - Washington, DC

March 2019 to August 2019

Leidos Corporation – Pentagon, VA

September 2018 to March 2019 (US Air Force)

Apex Systems, Inc – Fort Belvoir, VA

February 2017 to April 2018

TransQuest Federal, Inc – Bolling AFB, Washington, D.C

October 2015 to December 2016

General Dynamics-IT – Herndon, VA

February 2013 to June 2015

General Dynamics-IT – Herndon, VA

August 2012 to February 2013

General Dynamics-IT – Herndon, VA

June 2010 to April 2012

AT&T Technical Services Company – Herndon, VA

October 2006 to April 2010

BAE Systems-IT - McLean, VA

November 2005 to June 2006

AT&T Technical Services Company – Herndon, VA

April 2004 to November 2005

Arrowhead Global Solutions, Inc, McLean, VA

June 2003 to March 2004

Cherokee Information Services, Crystal City, VA

August 2002 to May 2003

CACI Corporation, Chantilly, VA

December 2001 to August 2002

Computer Sciences Corporation, Chantilly, VA

November 2000 to November 2001

305th Communications Squadron, McGuire AFB, NJ

Information Systems Technician - April 2000 to January 2001

51st Communications Squadron, Osan AB, Korea

Site Manager - April 1999 to April 2000

Air Force Pentagon Communications Agency

C2 Circuit Management Officer for Operations - June 1994 to April 1999

432nd Communications Squadron, Misawa AB, Japan

Operations Manager - April 1991 to May 1994

6920th Electronic Security Group, Misawa AB, Japan

April 1988 to April 1991

2114th Communications Squadron, Misawa AB, Japan

April 1987 to April 1988

2146th Communications Group, Osan AB, Korea

April 1986 to April 1987

1925th Communications Squadron, Edwards AFB, CA

September 1984 to April 1986

1956th Communications Group, Yokota AB, Japan

September 1981 to September 1984

TRAINING:

Project Management Professional (PMP) Boot Camp training (Vienna, VA) - May 2016

Security Plus SY0-401 training (Vienna, VA) - Sept 2015

Component Mission Administrator (CMA) training Tyson’s Corner - February 2013

Global Command and Control Systems (GCCS) Seminar (Reston, VA) - May 1996

Telecommunications Service Request Editor (TSRE) training (Scott AFB, IL) - May 1996

Project Management: Skills for Success (Reston, VA) - August 1996

USAF Plans and Implementation Seminar (Scott AFB, IL) - November 1996

Integrated Digital Network Exchange (IDNX) training (Herndon VA) - June 1995 (Network Equipment Technologies, Inc)

Integrated Switching Digital Network (ISDN) training - October 1995 (Bell Atlantic Telephone - Rosslyn, VA)

Defense Data Network (DDN) and Defense Information System Network (DISN) Data Service course (Reston, VA) - December 1995

USAF Commercial Communications Seminar (Scott AFB, IL) - July 1994

Defense Data Network (DDN) Node Site Coordinator training (Gunter AFS, AL) - July 1992

Telecommunications Systems Control training (Kessler AFB, Miss) - August 1981

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