System Administrator Top Secret
Resume:
Andre L. POTTS, MCP
System administrator/engineer
TS/SCI w/ CI Polygraph
**************@***.***
DOD Top Secret – June 28, 2019
DOD Top Secret \ SCI – Granted July 2019
Career Summary
I have 20+ years of Computer Operational experience as a Desktop, Helpdesk, Network and Migration Lead at the Tier-3 level. My additional experience includes over 10 years as a System Administrator/Engineer with an extensive background in Networking technologies and customer relations. Experienced in planning, designing, implementation and management of Windows 7, 8, 9, 10, 11 Windows Technologies. Specializing in developing, performance tuning, maintaining, troubleshooting with backup & recovery of Windows System infrastructures.
Technical Skills
ServiceNow Expertise
Configuration of Windows 7,8,10 and 11
MS Office 2003 –2011
MS Outlook
AT&T 7290 Blackberry
MS VPN; Remedy 5.0
Windows - Active Directory
HP Jet Direct
Symantec
Ghost image 7.5
Net IQ
Dell Server and Workstations 2003, 2008, 2010
Compaq Server and workstations
RAS, PAL & VPN
VM Ware
IPad security configurations
CASB & HTTP protocols.
HTTP security proxies
Networking & web security infrastructures
DLP and other client-server technologies triaging highly technical issues.
Troubleshooting complex communication between client and server infrastructures on the fly.
Team Member & Leadership Skills
I possess the ability to troubleshoot and utilize critical information to resolve technical issues.
Problem solving skills, w/ SME (Subject Matter Expert) experience in maintaining and supporting complex systems that are deployed nationally.
I possess SME-level knowledge of Helpdesk systems, helpdesk accounting practices, working experience with the latest MS Office suites.
Excellent communication skills, including strong writing skills, and updating technical documentation with expert attention to detail.
Education
A.S. (Associates of Science) – Computer Technology
oTEST Technology College, Hyattsville MD, September 1986 – October 1988
Cybersecurity Certification
oSouthern New Hampshire University, NH January 2022 -Present
MCSE
oColorado Technical University, CO (On-line) February 2011 - 2013
MCP – (Certification is current)
oLiming Computer School Stafford, VA. June 2000 – 2001
Training
Basic Program Management, CBT,
oUnisys University
Effective Communication, CBT,
o Unisys University
Security + Certification -valid until 2026
Certifications
Security + - Dec. 12/2026
ITIL v3, MCP (Workstation and Server)
(Dell, Certification on Dimension
OptiPlex and Latitude Professional Workstation.
Employment History:
MAPPS \ Pentagon-Air Force – Sr. System Administrator Aug. 2024 – Nov. 2024
Created customized reports through Service Manager for daily meetings
Configured Desktops and Laptops for onboarding and outboarding
Completed weekly reports using various formats for monthly WAR reports
Managed opened and closed tickets daily using the Service Now application
Supported patching and application installs with SCCM, Solar Winds and RDP
Managed user accounts with Active Directory and Exchange
Managed user emails through Teams, Outlook 365 and Exchange.
Supported users with their daily applications and work stoppages.
ProTek \ Walter Reed Hospital – Informatic Analyst (SA) Jan. 2021 – Feb. 2024
● Lead a team of Deskside Support Technicians providing technical support for system users.
● Assist in Creating work schedules, updating the front-end voicemail, when necessary, complete
the daily attendance and shift handoff reports and provide ideas for improvement in daily.
operations of the client Service Center.
● Assist in the development of performance measurements (goals/metrics/reports) utilizing the
current service desk platform and facilitate a feedback system to team members on issues such
as customer service, communication, and technical skills, in order to enhance the quality of
support delivered.
● Utilize ITIL best practices to enhance and optimize the services provided to end users
● Complete and provide regular Service Desk metrics reports
● Expert knowledge in the implementation of an enterprise knowledge base and knowledge
management best practices
Utilize the ticking system of Service Now
● Coordinate with IT support teams to resolve customer incidents/problems, fulfill service requests,
and institute continuous service improvement initiatives and methods.
● Resolve customer issues effectively or escalate them to appropriate support tiers.
● Work with management in assessing staff performance/reviews/changes.
Metronome \ State Department – Senior Computer Administrator Jan. 2020 – Oct. 2021
● Created user and admin accounts with the aid of Active Directory
● Assist teleworking clients with connection and general computer problem.
● Assist client at the shop with classnet \ JWICS
● Support client with computer need with major application
● Created clients email accounts in exchange for all 3 networks
● Utilize ITIL best practices to enhance and optimize the services provided to end users
Utilized the ticketing System of Service Now
SSI \ JSP DOD – Senior System Engineer Support Oct. 2018 – Jan 2020
● Lead a team of Deskside Support Technicians providing technical support for system users.
● Assist in Creating work schedules, updating the front-end voicemail when necessary, complete
the daily attendance and shift handoff reports, and provide ideas for improvement in daily
operations of the client Service Center.
● Assist in the development of performance measurements (goals/metrics/reports) utilizing the
current service desk platform and facilitate a feedback system to team members on issues such
as customer service, communication, and technical skills, in order to enhance the quality of
support delivered.
● Utilize ITIL best practices to enhance and optimize the services provided to end users
● Complete and provide regular Service Desk metrics reports
● Expert knowledge in the implementation of an enterprise knowledge base and knowledge
management best practices
● Coordinate with IT support teams to resolve customer incidents/problems, fulfill service requests,
and institute continuous service improvement initiatives and methods.
● Resolve customer issues effectively or escalate them to appropriate support tiers.
● Work with management in assessing staff performance/reviews/changes.
● Assist in the management of Service Desk resources for optimal performance.
● Assist in the professional and technical development of the team
● Meet customer requirements for Service Desk performance.
SAIC / State Department – IT Operations Watch Office Analyst Sept. 2015 – Oct. 2018
● Monitor network and server performance; assess potential problems
Networks, Applications, Hosting, Voice, and security
Work with Service Operations team staff during the installation, upgrade, or
decommissioning of infrastructure equipment or software.
Monitors and analyzes critical incident alerts regarding outages or degradation in service affecting the enterprise using monitoring tools.
Neural Star (devices used for monitoring networks
vCenter
SCOM
Other Enterprise Available Tools
Assist with the development and maintenance of standard operation monitoring procedure
Provide in-depth analysis of network performance alerts on the messaging and management
Networks and well as associated servers and applications
Assist with Major Incident Severity Level calls (standing up conference call, tracking down
service line resources, creating a timeline of events)
Preparing, updating, and reporting Situational Awareness to the IT Operations Center Watch
Officer
Clearbridge /AT&T/State Department Network and Port Validation March 2014 – Sept. 2015
● Responsible for providing on-site assistance.
● Participate in the assessment, inventory, and circuit tracing and desktop support.
● Facilitate office and network distribution closet equipment.
● Physical installation of desktop experience, office systems and network equipment including all
telecom and network, cabling cat 5 and 6.
● Inventory tracking and management for initial survey and when equipment is added or removed.
● Create and/or update as-built site documentation and inventories.
● Configure and patch management of servers, switches, routers and other network devices with remote
assistance from engineers.
Avenion / USMC OCIO VIP Support Analyst April 2012 – October 2013
● Participate in system implementation and all team related activities.
● Interface with the federal client on base daily.
● Responsible for conducting a preliminary survey before each tech refresh.
● Effectively communicate any issues that could impede the success of the refresh.
● Work with VIP’s and contractor PM’s before beginning the work.
● Responsive to all calls and other activities surrounding the Help Desk (described in detail below).
● Facilitate a resolution to any problems.
● Track and process system file interfaces for external stakeholder entities.
● Distribute strategic correspondences to internal and external stakeholders to communicate system
outages and other significant issues.
● Update and distribute weekly minutes and agenda for the Operations Status meetings (occurs 3 times
per week).
● Quality control and data entry for all new/modified user access request.
● Monitor operations email inbox.
● Create, update and maintain Help Desk tickets, report status of open Help Desk Tickets.
● Archive completed user access forms on a weekly basis.
● Interface with the team Database Administrators.
● Provide Tier II support per request from various constituencies. Investigate and troubleshoot issues.
● Perform daily system monitoring, verifying the integrity and availability of all hardware, server
resources, systems and key processes, reviewing system and application logs, and verifying
completion of scheduled jobs such as backups.
● Remote into system using Borgate, configure VPN, IPAD’s and Blackberry Serve as 2nd tier
support on the Service Desk team which is responsible for the triage and resolution of a wide variety of IT
issues and requests.
● Responsible for monitoring enterprise performance, conducting audits and resolving complex
problems related to network and desktop equipment and software applications.
● Troubleshoot and utilize problem solving skills and previous experience maintaining and
supporting complex systems that are deployed nationally.
Wyle/Insight Global/Pentagon - Windows Refresh Analyst September 2011 – February 2012 (temp
assignment)
● Performed basic system administrator duties.
● Created user accounts.
● Disabled accounts in AD (Active Directory).
● Placed user in the correct OU (Organizational Unit).
● Removed workstation in and out of the correct containers.
● Closed, updated and produced Remedy Daily Report.
● Added user on and off the domain.
● Managed exchange mailboxes, configured mailboxes on user workstations.
● Created user mailboxes for Outlook 2010.
● Reemerged Windows 7 Laptops using the Ghost 7.5 system from XP, Windows 2000.
● Back-up workstation using Windows Migration by retrieving data off the machines and storing in a
container on the server.
● Migrate from Windows XP to Windows 7, configured the user desktop.
● Troubleshot tickets using Remedy Ticketing System and new issues with re-image Migrate 7
migration tool.
ATR/General Dynamics/FBI System Installer and Network Engineering (3 months) tasks March 2011 –
September 2011
● Responsible for conducting tech refresh and run preliminary survey report before each.
● Effectively communicate any issues that may harm the success of the refresh.
● Work with contractor PM’s before beginning the work.
● Made sure replacement components are in place before replacing CISCO switches and routers.
● Installed all upgraded components and switch routers to ensure a smooth transition with the taclane.
● Performed installs of Dell Desktop, Laptops and office Devices.
● Installed workstation in SIPRNET & NIPRNET environment.
● Troubleshot system for any malfunction.
● Install and update patches and upgrade of Share Point.
● Update and data entry in Share point.
● Administrator Share Point install, configure and monitor.
● Ran trouble tickets from help desk Remedy ticketing system.
● Back up user data for deployment.
● Supported trouble tickets from helpdesk Tier II and Tier III.
FYI/General Dynamics/Coast Guard System Engineer June 2010 – March 2011 Transfer
● Perform Active Directory function in a SIPRNET & NIPRNET environment.
● Support user on base of over 2000 user and active DOJ Employees.
● Help Desk environment Tier I and Tier II tech using Remedy ticket system.
● Resolved user issues from a Tier II – Tier III aspect ticketing system.
● Testing application, Run Gold Disk and run report on all pre-installed application.
● Administer Vista and XP desktop OS for users and test lab, Administer Server 2003, 2007 and 2008
OS.
● Execute patches and updates on Windows enterprise environment via WSUS.
● Ran complete and full report of results of updates and patches every month.
● Document work performed and disseminate to Administrator and Engineers.
● Administer a SIPR environment in a VMWare ESX network.
● Execution of application management utilizing WISE.
● Submit and execute all applications through SMS, package application in Win-zip and deploy thought
SMS.
Tech-System / Lockheed – Martin/Air Force System Engineer June 2009 – June 2010
Environmental, Vulnerability and Mitigation Engineer (EVM) Team
● Executed patches and update on Window environment enterprise.
● Monitored and created tickets thought Remedy ticketing system.
● Assisted with Information Assurance Vulnerability Assessment (IAVA) efforts.
● Administer Vista, XP and Windows 7 desktop OS.
● Performed Active Directory function and remote connection through SMS in a Siprnet & Niprnet
environment.
● Planned TCNO implementation strategy, packaged and deployed TCNO patches.
● Implemented TCNO instructions throughout the enterprise, documented TCNO implementation IAW
AFI 33-138 and advised VAS when implementation has been completed.
● Tested and evaluated TCNO for effect on network.
● Assigned resources to perform patch application management.
● Provided updates during weekly status meeting as a key contributor.
Perot Systems; /BTA/DFAS System Administrator II/Blackberry Enterprise Administrator: January 2007
– June 2009
● Served as 2nd tier support on the Service Desk responsible for the resolution of a wide variety of IT
issues, requests and operating system upgrades for the Business Transformation Agency (BTA), a
DOD entity.
● Responsible for monitoring enterprise performance, conducting audits and resolving complex
problems related to network and desktop equipment and software applications.
● Performed daily check of the backup system (Symantec) and troubleshooting any failed scheduled
backup.
● Served as a System Administrator in a test lab environment (DOD SIPRNET& NIPRNET
environment).
● Assisted with Information Assurance Vulnerability Assessment (IAVA) efforts.
● Responded with technical assistance to requests from walk-ins, callers and remote site users as
required.
● Maintained data files and control procedures for a system of 20 networked servers with Windows & UNIX, Linux and VMware mix
Monitored use of resources, back-up files and responded to management requests for information.
● Simulated or re-created user problems to resolves use of problems management database and
helpdesk systems.
● Provided configuration support of laptops, blackberry’s, cell phones and VPN clients for on/remote
site users as required.
● Responsible for the in-house network and communication environment; controlled the system
inventory of all equipment, software and licenses to all on and off site employees.
● Provided server and system support on a Wireless network and configured all equipment issued
clients with Vista operation system as the standard also configured VMware.
● Developed standard weekly reports as required regarding progress and attended weekly meeting via
phone.
● Installed and maintained DOD software applications while utilizing appropriate IT procedures,
standards, and guidelines for all tasks performed.
● Responsible for 24 hour technical support via a DOD provided pager on a rotational schedule.
● Managed the IT Service Center Call Tracking System, (REMEDY ver. 5.0) by removing in user
system with the use of SMS Client.
● Installed existing or new systems, including initial software loading and configuration.
● Diagnosed issues related to the operating system, modems, printers, network interfaces, software
applications and other system level problems.
● Coordinated with network technicians and self-maintenance groups to install, trouble shoot and
relocate computer related equipment and peripherals.
● Oversaw maintenance of User Accounts as applicable.
● Supported local networking, telephone, and voicemail equipment to include additions, moves and
changes for remote BTA locations.
● Responsible for the Oversight and execution of LAN/Server migrations.
● Configured and loaded the software on a 6400 Cisco router
● Active Directory was used to create and managed user accounts.
● Managed mail accounts using Exchange 2003
REFERENCES AVAILABLE UPON REQUEST
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