System Administrator

MURIEL L. SMITH

Woodbridge, VA *****

703-***-**** *******@*****.***

www.linkedin.com/in/muriel-smith-104a23142

SUMMARY OF SKILLS

Serves as an Information Technology Professional with twenty-five plus years of experience in leadership, management, administrative operations, customer service support, training, teamwork, and supervision. Cleared for up to Top Secret information

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Seeking a full-time position working as an IT Project Engineer/Manager, Systems Administrator, Desktop Support or Help Desk professional. Looking to expand my skills within the Information Technology field. EDUCATION

MS in Information Technology (Dec 2014), University of Arkansas Grantham, Lenexa, KS BA in Computer and Information Science (Oct 2010), University of Maryland, University College, AA in Computer Studies (Dec 2001), University of Maryland, University College, Adelphi, MD COMPTIA Security+ (Jan 2026)

HDI Customer Service Representative (Nov 2025)

MD 102 Endpoint Administrator Associate (Nov 2025) COMPTIA Cloud+ (Nov 2024)

Operation Security Program Managers Course (Oct 2010), Fort Belvoir, VA EXPERIENCE

GDIT Bolling AFB, DC

Systems Technician IV Sep 2025 to July 2026

• Serves as a Desktop Support Technician providing Tier 1-3 onsite and remote technical assistance to end-users

• Troubleshooting and resolving hardware/software issues for desktops, laptops, and peripherals to keep systems running smoothly.

• Used SCCM to perform workstation imaging, OS deployment, and patch management, troubleshoot endpoint issues, and executed remediation actions

• Documented incidents in the ServiceCentral ticketing system while adhering to DoD/STIG security requirements and maintaining SLAs.

• Managed the WIN 11 upgrade project through all phases, monitored workflow/timeline while collaborating with Agency stakeholders.

PTFS Progressive Technology Federal Systems, Inc. (GDIT) Springfield, VA Sr. Systems Administrator Oct 2022 to Jan 2024

• Provides oversight over a 24x7x365 5-person team spread out between two geographical areas.

• Maintained operations, maintenance, and monitoring of data center operations and supporting infrastructure, managing the functionality and efficiency of enterprise systems running Windows and Linux operating systems in support of a secure, evolving enterprise environment

• Provided Tier 2+ monitoring and triage incident alerts with systems administration support, delivering detailed documentation and reporting of events with follow through until resolution

• Conducts real-time, proactive monitoring of all computers and LANs within the data center including the virtual infrastructure across multiple sites.

• Identified, analyzed, responded, triaged, and troubleshot/resolved system alerts, coordinating with data center components (e.g., virtual infrastructure) to restore service and prevent recurring issues

• Administered virtual machines, hosts, and devices via vCenter, remote desktop protocols, and other virtualized management interfaces, supporting enterprise infrastructure operations across multiple environments.

• Supported virtualization environments including Microsoft Windows 10 and Linux systems, contributing to stable operations and support of enterprise users and mission needs. BAE Systems (Lockheed Martin) Springfield, VA

Systems Engineer Nov 2021 to Sep 2022

• Maintained operation of multi user computer systems supporting enterprise environments, coordinating with network engineers and data center teams to ensure availability and performance.

• Supported the development and software quality assurance to ensure optimal progress and software application product stability for end users.

• Coordinated with customers to gather requirements and managed expectations.

• Setting up administrator and service accounts, maintain system documentation, tuning system performance, installing system wide software and allocate mass storage space.

• Makes recommendations to purchase hardware and software, coordinates installation and provides backup recovery.

• Provided Tier II+ systems administration and troubleshooting support, identifying, analyzing, and resolving issues with follow through until resolution to maintain operational continuity.

• Develops and monitors policies and standards related to the use of computing resources. ManTech Springfield, VA

Sr Help Desk Manager May 2021 to Oct 2021

• Assigned to the Enterprise Service Desk as the Sr Help Desk Manager.

• Provides oversight over a 23-person team spread out between two geographical areas.

• Providing technical assistance and telephonic support to Intel Customers worldwide.

• Maintains documentation of problems and meets Service Level Agreement Requirements for calls answered and resolved within a specified time frame.

• Provides technical assistance and support for Workflow Management services, which monitors and supports ticket workflows, the review and reconciliation throughout their lifecycle within Service+(Now) ticket system.

• Coordinates with IT service providers and communicates outages and plans for recovery. PSOC Functional Manager Sep 2020 to Apr 2021

• As a Productions Systems Operations Cell Manager monitoring multiple remote systems using TruSight BMC metrics, managed a 24x7x365 operations team of 15-person team.

• First responder to system alarm/errors. Performed routine system checks. Monitored Unix servers and interface database servers at remote sites, to include performing maintenance if required.

• Provided remote resolution using SCCM, remote desktop and other Enterprise Tools, Cisco Unified Manager, Cisco Unity Voice Administration.

• Participated and briefed at daily/weekly meetings and responded to actions from technical exchanges and taskers to successfully resolve IT issues. Mid-Level Help Desk Specialist Mar 2020 to Aug 2020

• Previously assigned as a Mid-Level Help Desk Specialist providing technical assistance and remote support for Service Desk to Intel Customers.

• Deployed and maintained laptops and hardware for end users

• Used SCCM to perform imaging, deployments, patches, and troubleshoot issues

• Resolved and troubleshot tickets for user issues US Army Various locations

Various positions Jan 1989 to Aug 2016

Assigned as an International Military Education and Training Coordinator, Bridgetown, Barbados, July 2013 – June 2016; Senior Human Resources Sergeant, Fort Eustis, VA, Oct 2010 – June 2013; Assistant Inspector General, Fort Belvoir, VA, May 2007 – Sep 2010; Inspector General, Fort Belvoir, VA, Jan 2006 – Apr 2007; Defense Courier, McGuire AFB, NJ, May 2003 – Jan 2006; Operations Sergeant, Baghdad, Iraq, Jan 2005 – Dec 2005; Protocol NCO, Washington DC, May 1998 – Apr 2003; Admin Specialist, Heidelberg, GE, May 1995 – Apr 1998; General Clerk, Ft Lee, VA, Feb 1994

– Apr 1995; Clerk Typist, Heidelberg, GE, Jan 1992 – Jan 1994; Light Wheel Vehicle Driver, Yongsan, Korea, Jan 1991 – Jan 1992; Basic Training and Advanced Individual training, Fort Jackson, SC, 1990.

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