Cloud Engineer Customer Service
Resume:
**+ Years of Experience as a Cloud Engineer and Technical Professional, Supporting US Government and Commercial Customers.
OVERVIEW
Richard Warmack is a hands-on leader with over 22 years of advanced, diverse, and comprehensive experience in AWS commercial and GovCloud services, DoD-compliant networking installations. On-prem server operation, customer service, and support management.
In various roles, he has provided critical technical services under tight deadlines and established protocols for systems resilience and redundancy. His responsibilities have included oversight of operations, on-site monitoring, quality assurance assessments, and data collection and analysis.
In more recent years, as a Cloud Engineer/Architect, he has become expert in best-practice architecture and configuration of secure Cloud infrastructures, cybersecurity, and standards of compliance. In his current role, he supports a commercial vendor in the implementation and integration of AWS GovCloud in compliance with NIST, SP 800-53,60,66137, and 171 FIPS 199,200FISMA, ISO 27000/27001and other federal security standards.
For the Cloud environment for which he is currently responsible, he has also documented compliance with Federal standards by creating a System Security Plan (SSP) and a CMMC Level 1 self-assessment.
Additionally, with strong network expertise, he is highly experienced in establishing secure communications protocols and Identity and Access Management (IAM) procedures. Further, he has substantial experience in the management of data centers and server operations, customer service, and support management.
Richard is an AWS Certified Solution Architect Associate
CONTACT
17 Ridge Point Lane
Fredericksburg, MD 22405
**********@*****.***
CORE COMPETENCIES
AWS Cybersecurity Networking Customer Support Program Management Team Management SecOps Training Thought Leadership
LEADERSHIP AND MANAGEMENT SKILLS
Richard is a talented and determined individual who can both work independently and manage staff, achieving results via his commitment to the organization. More specifically, he possesses:
Proven experience in IT infrastructure planning and development
Excellent understanding of the organization’s goals and objectives
Knowledge of data privacy, data integrity, and business continuity/disaster recovery practices
Strong understanding of human resource management principles, practices, and procedures
Strong understanding of project management principles
Demonstrated ability to assess risk and identify problems, to determine the accuracy and relevance of information, to use sound judgment to generate and evaluate alternatives and make informed recommendations.
Experience with End User Services for an organization with a wide variety of user-facing IT systems and services; and
Expert in conducting data analysis of End User IT Service capabilities and solutions.
TECHNICAL CERTIFICATIONS
AWS Certified Solution Architect Associate (2019)
Microsoft Certified Systems Engineer March 2000
Windows NT 2000 Certification Interconnecting Cisco
Network Devices (ISND) CCNA Data Center Administrator January 2016
Disaster Certified Novell Engineer August 1998
Certified Novell Administrator
KEY AREAS OF EXPERTISE
Configuration of secure and compliant AWS infrastructure
Strong technical knowledge of network and PC operating systems, including Windows and Active Directory
Strong technical knowledge of current Network Nexus
Strong technical knowledge of current Network Nexus systems, Server hardware, System Operations, protocols, and standards, including blade servers, Dell, HP, Cisco Nexus, Linux, Windows, HP, AIX hardware, EMC, VMAX, San, Netapp, NAS, NFS, FCP, TCP/IP, DNS, DHCP, Firewalls, FTP, SolarWinds SNMP, and SMTP
Extensive application support experience with Microsoft Exchange
PAST AWARDS
PAI Award—Highest award given by Assistant General Manager of WMATA (November 2005)
Extraordinary and Ordinary Award (peer-selected award) (September 2005)
Superior Service Award (for role as a team member at ITRP MMM’s project)
RICHARD WARMACK
CLOUD ENGINEER CLOUD ARCHITECT NETWORK ENGINEER AWS GOVCLOUD CYBERSECURITY FEDRAMP COMPLIANCE
EDUCATION
Strayer University
Computer Information Systems, 1998
Alpha Sigma Lambda; GPA 4.0
Taylor Business Institute
Business Administration, 1981
EMPLOYMENT
Idea Entity Corporation, Cloud Engineer
December 2019-Present
Supported Idea Entity as an Amazon Web Services (AWS) Engineer/Architect; collaborated with engineering and security teams to design and implement a secure AWS GovCloud environment for the Air Force capable of being accredited at the FedRAMP High/IL4 level.
Toward this end, deployed multiple Cloud Formation scripts to automate the Secure Cloud Computing Architecture Landing zone (SCCA) for the creation of resource creation and maintenance in a repeatable and scalable manner. Provided operations support, included monthly OS patching and maintenance. Drafted and published project documentation (including CMMC Level 1 Self-Assessment) in accordance with government regulations. Assessed and added new AWS services and tools, in addition to new functionality as tools became available to GovCloud. Implemented Active Directory environment for central management components (E.G., antivirus, WSUS, and Exchange). Assessed, provided recommendations, and implemented third-party solutions. Specific technical tasks performed in this role include:
Designed, coded, and implemented DoD Secure Cloud Computing Architecture - DISA (SCCA) landing zone on AWS using AWS Cloud Formation.
Extensively created various Amazon Web Services (AWS) resources like Elastic Compute Cloud (EC2) instances, Simple Storage Service (S3) buckets, and Identity and Access Management (IAM);
Configured Identity and Access Management (IAM) roles, security groups, auto scaling, CloudWatch and Virtual Private Cloud (PC).
Standardized Cloud Formation Template for an entire SCCA environment; to be re-used as a template for the Idea Entity AWS Gov Cloud environment.
Designed, coded, and implemented networking infrastructure on AWS, including VPCs, subnets, routing, gateways, bastions, S3, RDS, and VPC peering multiple accounts and multiple region architecture using Terraform;
Assessed security, and specified remediation of AWS accounts based on CIS benchmark STIG compliance, AWS well-architected infrastructure standards, and industry best practices.
Designed and implemented log aggregation in S3 for the entire SCCA model including, CloudTrail, VPC Flow Logs, CloudWatch Logs, Lambda, and AWS Config using Elastic Search, Log Stash-File Beat and Kibana;
Coded Infrastructure of security VPC for GovCloud, including the deployment of Palo Alto Network firewall on AWS;
Managed project efforts in areas of GovCloud, Fed Ramp/IL-4, VDSS, VDMS, Scripting and Palo Alto Firewalls;
Worked closely with Development Team counterparts on requirements, issue identification and resolution, problem solving, and planning related to production issues and software releases;
Provided Cloud user management, security, capacity, monitoring and configuring application development tools; and
Experience in setting up Jenkins jobs for all the AWS deployments
Utilized strong understanding of Active Directory (AD) and Active Directory Federation Services (ADFS) in setting up an AD network.
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EMPLOYMENT (CONTINUED)
Amazon Web Services, Cloud Support Associate (CSA)
February 2017–December 2019
As a Cloud Support Associate (CSA) certified as an AWS Certified Solution Architect Associate, provided customers with the support they required to be successful on the AWS platform. As a CSA, supported a wide range of technology platforms across several countries, and interacted directly with major AWS customers where highly technical or sophisticated product support is necessary.
This role required the following general abilities:
Identify ambiguities and unknowns in problem definitions, and make issues clear by asking clarifying questions.
Have a clear, high-level approach to problems, and an ability to drill into details in the troubleshooting process;
Troubleshoot common problems quickly and easily using appropriate tools;
Think outside the box, and use Cloud technologies to design an infrastructure where possible;
Keep the focus on security and performance;
Resolve documented cases and tickets;
Work regularly with Service Team members and tenured Cloud Support Engineers to improve documentation, procedures, and tools.
Improve personal support body of knowledge via the review of resolved cases, tickets, and service documentation;
Create and implement support procedures that are small in scope; and
Demonstrate excellent judgment when making escalation decisions.
Further, this role also required the following specific technical skills and tasks:
Managed individual or small groups of Linux servers;
Planned, implemented, maintained, kept consistent and secure, and performed troubleshooting on a small, mixed Linux network, including Webservers/DNS/FTP, and the like.
Did the same for a small Windows network, including Active Directory, MS-DNS, and other MS services;
Possessed knowledge of components in a three-tier architecture;
Possessed basic understanding of Linus kernel and hypervisor architecture,
Had some grasp of Linus file systems and storage technologies;
Knew and was able to use common troubleshooting tools;
Was able to write basic PowerShell scripts and automation;
Had some experience with and a good understanding of routing, switching, subnets, ACLs, NAT gateways;
Had basic understanding of and experience with firewalls and firewall concepts and rules.
Had solid understanding of HTTP, DNS and TCP,
Had basic understanding of SSL.
Understood basic load balancing technologies.
Had ability to explain each layer of the OSI model;
Was familiar with common application ports and protocols;
Was able to diagram and document a basic network in a clear and concise way;
Was experienced in managing individual or small groups of Windows servers;
Possessed basic understanding of Windows system internals and hypervisor architecture;
Had some grasp of Windows file systems and storage technologies;
Understanded the main components of current best-practice web architectures; and
Able to design systems for optimal fault tolerance, scalability, and high availability.
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EMPLOYMENT (CONTINUED)
Insight (SAP)., Network Data Center Administrator
March 2016-February 2017
Performed necessary hardware and peripheral repairs. This included, but was not limited to, identifying the problem, and determining the most efficient and cost-effective way to resolve the problem, keeping customer downtime to a minimum. Specific technical tasks included:
Installed, tested, and configured network and data communications equipment such as Cisco switches, routers, F5 firewalls, Palo Alto VPN and NAT devices.
Installed, tested, and supported Network Operating Systems (NOS) and their applications.
Installed and tested system hardware at customer’s site. This included, but was not limited to, setting up and testing the hardware, identifying system hardware problems, and following any special instructions;
Identified defective parts and ordered replacement parts, utilizing vendor-supplied tools such as websites;
Completed all required documentation involved in a service call to ensure accurate billing and timely return of defective products/parts with respect to warranty or contract. This includes the completion of required vendor paperwork, preparing and returning defective products or parts to vendor according to policies and procedures;
Identified system hardware problems and determined the most efficient and cost-effective method of resolving the problem.
Performed necessary hardware and peripheral repairs, minimizing client downtime;
Utilized current depot programs such as HotSwap and AR3D, participating as needed.
Provide telephone support for a geographically dispersed user community, using a combination of desktop remote-control products;
Resolved software configuration problems and diagnosed hardware problems at the workstation level.
Installed support structures and pathways (i.e., J-hooks, support rings, cable slings and cable tray/ladder rack, conduit, and raceway).
Terminated workstation outlets, path panels, and 110 and 66 blocks;
Performed Fiber terminations.
Read blueprint to identify cable paths and aid with site surveys and bids.
Performed server hardware support, troubleshooting, and performance tuning; and
Implemented and supported Active Director and supported technologies such as DNS, DHCP, WINS, and the like.
Washington Metropolitan Area Transit Authority (WMATA), Service Delivery Manager (DCI)
September 2001-December 2015
Spent over 14 years at WMATA leading a workgroup that conducted benchmarking and research and analysis of End User IT Service capabilities and solutions, to provide recommendations regarding optimization of service integration and delivery execution. Initially moved from a temporary position to Interim Acting Deputy Chief for six months before being promoted to IT Customer Service Delivery Manager.
Was responsible for performing technical oversight as COTR in support of the Department of Information Technology (IT) and the Office or Data Center and Infrastructure (DCI), using expert knowledge of critical technical IT services to provide end-user service at HQ. This oversight included adherence to SLAs and contract requirements associated with the delivery, life cycle refresh, and support of servers, desktops, laptops, cell phones, smart phones, operating systems, office automation software, enterprise-wide email, calendars, and procurement of hardware. Specific tasks included:
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EMPLOYMENT (CONTINUED)
Assisted with the design and management of WMATA’s renowned primary data center, as well as disaster recovery data center, including video surveillance camera layout, reach design specs, server design specs, and installing racks, cabinets and pulling Ethernet cat,5,6 and fiber cables in a ladder racked raised floor environment.
Responsible for performing technical oversight for Active Directory, enterprise management systems, scheduling, and preforming upgrades, (patching, software distribution, compliance monitoring), printers, multi-function devices, VMware ESX virtual Host servers, standard servers, and blade servers, and other peripherals.
Developed business case justification and cost benefit analysis for IT spending and initiatives.
Monitored facilities backbone data center for electrical, HVAC cooling, network connectivity, hardware failure and other capacity needs;
Configured, provision, and administered SolarWinds monitoring and alerts for the NOCC operations environment.
Recommended purchase of equipment and supplies to meet operational requirements of the business.
Analyzed existing operations and security policy making recommendations for the improvement and growth of the Data Center server infrastructure and IT systems;
Conducting research and maintained current with the latest technologies and solutions in support of procurement efforts and Worked with stakeholders to define business and system requirements for new technology implementations;
Practice asset management for IT, hardware, software, and equipment inventory;
Recommended purchase of equipment and supplies to meet operational requirements of the business.
Established and maintained regular written and interpersonal communications with organizations executives, department heads in users regarding pertinent IT activities;
Oversaw customer relationships, ensuring WMATA vendors met and fulfilled all standard contract obligations via strong communication efforts.
Collaborated with top IT senior managers to create an overall vision of IT service delivery requirements for WMATA wide end users; and
Managed the installation and hosting of over 1500 servers including, virtual host servers, switches, and blade servers.
Apex Systems Inc., Annandale, VA, Senior LAN/WAN Engineer
August 2000 -September 2001
Modernized and updated information processing infrastructure of TRW via Infrastructure Support Group;
Managed daily LAN operations, troubleshooting connectivity issues with the LAN/WAN, and supported remote user network access;
Developed Help Desk metric flow charts for multi-tier troubleshooting guides;
Created an enterprise IP-web-based faxing solution for TRW’s 11,000 users;
Managed over 247 Xerox High-Speed Laser printing systems; and
Evaluated, analyzed, and provided recommendations with respect to Microsoft Office, XP, SP2 Patch for deployment to all desktops and images.
Hughes Network Systems, Germantown MD Senior LAN/WAN Engineer
June 1999-August 2000
Managed Network support for the Core Services Division of HNS’s headquarters as well as remote sites;
Led administration and integration of one hundred and forty NetWare 5, Windows NT 4.0, and Windows NT 2000 services with four thousand plus users in a 24 X 7 environment, focused mainly on CAMPUS upgrades and enhancements.
Oversaw the building of servers and maintained the standards in which they were integrated.
Redesigned the infrastructure for fault tolerance in the event of a single point of failure, and managed load balancing to provide adequate bandwidth for client and core server communications.
Provided on-call services in a 24x7 environment.
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