Technical Support Quality Assurance

MICHAEL OWUSU MANU

Address: Laurel, MD ***** Contact: 240-***-**** Email: **********@*****.***

Clearance TS/SCI

SYSTEM ADMINISTRATION

Dynamic System Engineer Professional with career advancements of 14 years in the planning and developing the future of network & system architecture. Proficient in determining and implementing advances within network solutions to optimize the performance and availability of critical systems. Expertise in pivotally handling the day-to-day functions of computer networks is failsafe and troubleshooting unforeseen glitches.

Advanced IT acumen in diagnosing hardware and software problems, performing backups and disaster recovery operations, maintaining and administering computer networks, implementing security measures, and monitoring system performances.

Distinguished history in installing and configuring hardware and software, managing network servers, setting up accounts and workstations, monitoring performance and maintaining systems, troubleshooting issues and outages, ensuring security throughout backups, access controls, and firewalls, and upgrading system with new models or releases.

PROFESSIONAL VALUE OFFERED

Strategic Planning

System Administration

Technical Support

Troubleshooting & Maintenance

System Upgrades

Integrity & Security

Testing & Quality Assurance

Installation & Configuration

SOP Documentation

System Infrastructure

Technical Support

Active Directory

GTMS / Service Now Ticket System

PowerShell Script

Windows Servers 2016/2019

ACAS Remediations, STIGS, Solarwinds Reports, VDIs & GPO

Team Management

CAREER PROGRESSION

September 2023 – Present CACI International Inc. Fort Meade VMWare Engineer

Key Responsibility

Install and maintain Operating System, System Level Software and Patch Management

Notify the customer of any planned or emergency changes to the environment.

Perform monitoring of Windows Servers.

Perform monitoring, run reports and schedule maintenance on Solarwinds.

Administration of Active directory\Exchange\DNS, basic maintenance.

User account\group\ service account creation and access management.

Creation\deletion\modification of Group policy as required.

Regular DC health checks like replication, services etc.

Install and support backup clients on Windows servers.

Install, configure, and maintain Windows virtual servers (VMware)

Implement and manage VMware vSphere and Microsoft Hyper-V and Virtual Desktop (VDI) Infrastructure environment.

August 2024 – Present Global Enterprise Services. Fort Meade NOC Lead

Key Responsibilities:

Implement reporting and dashboards based on monitored network services.

Utilize reporting tools to generate ad-hoc and daily/weekly/monthly reports.

Onboarding / off boarding network and other assets to maintain a current and up to date monitoring infrastructure.

Create twice daily status reports and outage reports.

Document significant events within the Master Station Log (MSL).

Create incident tickets and escalate to the appropriate teams within the approved timeframe for network outages.

Track the status of network outages and VIP tickets, including higher level outages.

Manage integration of the network system management tools.

Manage Network Management Systems monitoring and reporting.

Interface between the customer and DISA management and provide input into the management activities.

Perform network monitoring technical support and analysis for network systems and components, LAN/WAN communications, and transmission systems, including Wireless LAN infrastructure.

Ensure that personnel receive adequate guidance and direction for performing their daily tasks and will be accountable for developing/presenting briefings, preparing correspondence, and preparing project status reports as required.

Communicate clearly and succinctly, both written and orally, and present products and ideas in a professional business-like manner.

Maintain the availability of environments for projects and follows application deployment/configuration plans.

October 2019 – Sept 2023 TRACE SYSTEMS Fort Meade Infrastructure /System Admin T3

Key Responsibilities:

Play a stellar role in supporting server hardware specification and capacity planning, carrying out server software management and infrastructure tuning, and performing system troubleshooting, maintenance, patching, and upgrades.

Deliver support in ensuring system security and IT staff with system/network operations.

Ensure optimum performance by overseeing and configuring the internal systems.

Determine the updates & upgrades requirements and incorporate the same into the network infrastructure.

Accountable for researching and installation of the best firewalls and devices, along with the installation of systems and their upgrades. Deliver support to new system users and set up accounts, and grant relevant access to said, users.

Monitor the performance of servers, including software and hardware, to ensure optimum operating level.

Entrust with the overall accountability of maintenance, configuration and troubleshooting of servers, Active Directory, and Microsoft exchange. Develop, upgrade, migrate and deploy patches as needed by supporting the engineers.

Administer virtual infrastructure and host base on VMWare technologies.

Play a stellar role in remediating ACAS findings on over five enclaves.

Administer multiple servers running internal applications, Anti-Virus, Service Desk, Monitoring, Backup, etc.

Perform troubleshooting and assist in diagnosing technical issues within the system.

I significantly contribute to driving and overseeing the operations team members.

July 2019 – October 2019 CACI International Inc. Fort Meade Infrastructure /System Admin T3 (DISA)

Key Deliverables:

Held responsible for configuring and maintaining the computer system, including hardware, system software, and applications.

Ensured data was stored securely and performed backup regularly. Helped in administering a variety of servers running internal applications such as Anti-Virus, Service Desk, Monitoring, Backup, and more.

Spearheaded weekly SolarWinds Node and Applications report. Developed and uploaded the content on WSUS for patches. Held responsible for VDI solutions and thin clients for 300 endpoints.

Prepared an ISO and stored it in the datastore for updating the third-party applications. Oversaw, worked on, and administered Windows Servers and executed the break/fix work as needed with the help desk and network teams.

Assisted in building and configuring VMware vSphere and optionally in the Azure Cloud for the company in support of 300 users.

February 2019 – July 2019 Apex System, Fort Meade Security Analyst, Defense Information System Agency (DISA)

Key Deliverables:

Prepared and effectuated the program strategies, including data protection, vulnerability management, security incident and events management, and third-party risk management with clients and MPS teams.

Assessed incoming tickets and service requests and researched and provided a resolution to user problems.

Determined the Microsoft windows problems by diagnosing and troubleshooting the team.

Delivered support for user account creation, modification and termination across multiple applications.

Guided site personnel in the proper use of hardware/software.

Prepared the specialized interconnecting cables. Actively responded to and resolved incoming queries and issues related to computer systems, software, and hardware by delivering technical assistance and support

January 2016 – February 2019 Paragon Systems, Bethesda, NOC, National Institute of Health (NIH)

Key Deliverables:

Oversaw and administered the network, servers, and services. Shouldered with the entire responsibility of troubleshooting the network routers and switches to isolate the trouble and take appropriate action to resolve it.

Determined and managed the events impacting all systems and networks within the stipulated time.

Significantly contributed to maintaining the internal (NOC) documentation as per process and procedures.

Recorded all applicable logs and journals and delivered thorough review and hand-off to following shift Analysts.

I actively respond to the helpdesk calls and rendered Tier 1 end-user support such as password resets, access issue resolution, endpoint device issues, and ticket creation.

Performed troubleshooting and resolution of the intermediate technical issues within required response time, quality and productivity standards by incorporating the advanced understanding of current hardware, software and proprietary applications.

APRIL 2015 – AUGUST 2019 Hana Group, Washington, D.C. Contractor, SOC Operator, IRS

Key Deliverables:

Held responsible for preparing and administering the application deployment objects for new and existing software. Prioritized and rendered Tier II/III support to all platforms. Delivered support in resolving complex issues and developing useful platform strategies, Such as VMWare, HBSS, and McAfee, in coordination with the platform vendors.

Managed windows 7, 8, and 10 and windows servers in 2008, 2012 and 2016.

Dexterously steered the application's release with Software Solutions and QA teams/business owners.

PRIOR WORK HISTORY

2013 – 2015 ITSCI /TMC, Fort Washington, Maryland Intern/System Administrator

Delivered support in client troubleshooting, client accounts, and maintenance on a team of 5 professional IT personnel.

2012 – 2013 Admiral Security Service, Bethesda, Maryland Security Guard

2010 – 2012 Capitol Concierge, Washington D.C. Concierge

Accredited with the Most Valuable Employee Award, 2011, 2012.

ACADEMIC CREDENTIALS

A.A. degree in Information Technology (Majorly in Computer Information Systems), from Howard Community College, Columbia, Maryland, in May 2014.

Certifications:

Security+ Ce

MCP (Microsoft Certified Professional)

MCSA Windows Server 2012

MCSA Windows Server 2016

ITIL Foundation

Unisys Stealth

Azure Administrator

PERSONAL DOSSIER

Nationality: US Citizen

References and verifying documentation furnished upon request.

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