Help Desk Desktop Support

Tyree Bond

Upper Marlboro, *****, United States, 240-***-****, ***************@*****.*** or ***********@*******.***

SUMMARY Dynamic Senior System Administrator with over 13 years of progressive experience in desktop support and systems administration within the DOD environment. Proficient in troubleshooting Windows operating systems and engaging with Service Now to resolve technical issues efficiently. Successfully wrote and implemented SOPs for help desk operations, enhancing efficiency by streamlining protocols. Proven ability to manage user accounts and provide front-line support, contributing to improved customer satisfaction. Eager to leverage skills at delivering exceptional desktop support, system administrator, help desk manager, cybersecurity and drive operational excellence.

WORK EXPERIENCE

05/2024 – Present

Cable Tech/AV VTC Tech, SMX, DOD Agency,

Cable Fiber and Copper

Splicing fiber and copper

Terminating fiber and copper ends

Crippler

measuring for accurate distance

fusion splicer

installing conduit

working in secure area

putting together server Racks

Clipping pipe

site surveys at all army facilities

Running light with laser

responsible for equipment order

travel to different sites

testing cables

Mounting TV to wall

drilling holes in concrete ceilings for TV mount

running cables through the walls to display panels for VTC

running speaker wires to the ceilings for VTC

Ft Meade

07/2023 – 04/2024

Senior System Administrator/ Help Desk Manager, Iconic DOD

Agency, Darpa

Deploying, Patching, and Updating software in SCCM.

Writing all the SOPs for the help desk tier 1-3

Before an issue is presented to the upper levels I must approve it.

Adding users to security groups in Files Explorer.

Working on Printer Servers and Spoolers to add, and fix printers/ scanners.

Citrix Studio to fix hung sessions and create VDI’s

Citrix Director to see if a person logged in successfully.

Active Roles Service to create and manage accounts.

Installing servers into the server racks.

PB viewer

Resolve customers' problems from Classified and unclassified Cisco phones.

PowerShell command line along with some Linux commands.

Service Now Ticketing System Tier 3.

Remedy Ticketing system.

Outlook email system.

VPN remote work from home.

Worked with Window Servers, and Linux servers.

VMWare environment.

Microsoft Team for our meetings.

Fixing, creating, distro groups accounts using Exchange Server

Responding to INC in Service Now ticketing system.

Writing SOPs for the Classified side on how to setup SCCM patches and data backups.

Commvault to manage our backups

Active Directory for creating and Managing accounts.

Morning Checks on the health of our servers.

Citrix Remote Desktop Connection to remote into servers and workstations.

vSphere to remote into session to fix servers and workstation

ACAS Scanning

Cohesity to back up our NetApp, and servers.

Putty

Splunk to check logs.

Jabber to communicate to other co-workers.

Linux Academy to learn more on how to use commands.

Netapp

Darpa USA

02/2022 – 07/2023

Senior System Administrator, Allyon, DOD Agency

PowerShell command line alone with some Linux commands.

Service Now Ticketing System Tier 3.

Outlook email system.

VPN remote.

Worked with Window Servers, and Linux servers.

VMWare environment.

Microsoft Team for our meetings.

Fixing, creating email accounts using Exchange Server

Responding to INC in Service Now ticketing system.

Writing SOPs for the high side on how to setup SCCM patches and data backups.

Commvault to manage our backup desktops.

Active Directory for creating and Managing accounts.

Morning Checks on the health of our servers.

Citrix Remote Desktop Connection to remote into servers and workstations.

vSphere

ACAS Scanning

Cohesity to back up our NetApp and servers.

Putty

Splunk to check logs

Darpa, United States

01/2021 – 06/2021

Cyber Security Analyst, Insight Global, DOD Agency, Ft. Meade, USA

Endpoint Protection for the DOD.

Helped write some of the CONOPS policy plans.

Using vSphere and SCCM to connect to our Window and Linux servers.

Using Excel to create spreadsheets of our data.

Using Power Point to create graphs to help with our teams' presentations.

Updating the shares drives with up-to-date software.

My team shared information using Microsoft Team.

Performed Patches Management by getting Patches from DISA’s Patch Repository.

Writing some of the procedures and Protocols for DLP test plan.

Daily Meetings with the Gov’t and with the Endpoint Security Team.

Managing the daily functions of the servers on SIPRnet.

02/2020 – 12/2020 Cyber Security Engineer/ Tester, Insight Global, DOD Agency Ft Meade

Worked with the Endpoint Security Team to protect the endpoints of our users from being exploited.

Updating the EPO form the Disa Repository.

Patching the Epo.

Test labs using Tanium and Bromium to test the browser’s functionality.

Testing Browsers like Chrome, Firefox, Edge, and IE for functionality.

Writing out HBSS Procedures and test planning for my team.

ACAS Scanning in a test environment to test our servers.

Patch Management from the DISA Patch Repository.

Updating the teams shares drives with updated ACAS products and HBSS products.

Creating test cases for my team to test the functionality of HBSS products in different environments

Testing the functionality of Endpoint products in different environments such as Tanium and Bromium.

Creating the Endpoint test cases and procedure for my team.

Using STIG Viewer to complete STIGS.

Preforming STIGS on Window and Linux Servers.

Using PowerShell to perform STIGS on our Servers..

Updating the teams shares drives.

Changing some users account and policies on the SQL Server as well as Active Directory.

To connect to our servers, we used SCCM and Vshpere.

Tagging Servers that failed Frago requirements with the correct up to date software.

03-2019 to 12-2019 Cyber Security Engineer, Royce Geo, NGA USA

HBSS Endpoint protection using EPO Orchestrator.

SCCM.

Used SILO to store some of our data file.

Updating the Master Repository in EPO Orchestrator on all level. High side, Secret side and SBU.

Used Hash Blocking to block certain applications.

Working directly with the government to create new ways to make the agency FRAGO Compliant better.

RSD Reporting and Whitelisting to make sure that the correct users are approved and have access.

We used Carbon Black to protect in real-time-response.

Creating new Tags, and Policies in EPO Orchestrator.

Install McAfee agents on computers and servers across our agency.

EPO Orchestrator 5.9 on three different platforms. High side, Secret, and SBU.

Daily morning checks on all our servers, to make sure they’re functioning properly.

Used Jira for logging our team’s project plans.

Worked in an Agile environment.

Fixing service accounts and policies on the SQL Server.

Used Linux and Microsoft command Line to check status of servers.

Used Remedy ticketing system to complete our daily work task.

Using ACCM, PA, DLP, HIPS, VSE, ENS

and other Endpoint products to keep servers and computers FRAGO compliant.

Working on cloud C2S and creating S3 Buckets for storage.

Informing the government that their systems aren’t compliant with government regulations by email.

Used Microsoft products such as Outlook, Word, Power Point and Excel.

Writing reports using Excel spread sheets.

SCRUM Meeting every morning to talk about problems that the team might run into.

Used PowerShell, and Putty to remote into servers and computers.

04-2018 to 11- 2018 Cloud Engineer/ DevOps Engineer, Metronome, NGA USA

Supporting the IT department of the NGA.

Manages Jira and Confluence accounts.

Monitor Kweb, Hyperion, C2S, and GSU to make sure that the servers are running correctly.

My team used Agile framework.

Writes detailed reports of the steps it took, to complete a task.

Collaborates with other teams to fix daily issues.

Team meetings called (scrum) to discuss issues, and upcoming tasks.

Tested, implemented and evaluated new software application.

SSH using Putty to connect to servers or computers.

Monitors alarms by using Cloud Watch.

Install S3 Buckets to save our work in the Cloud.

Provide Remote system administration support, system maintenance, and operation of a Virtual Desktop Infrastructure utilizing VMWare, and Windows 7 Upgrade and configure system software.

Configures Elastic Search and Load Balancers.

Launches EC2 with all the policies attached.

Creates snap shots of AMI’s.

Launches RDS, EBS volumes, and EC2 with all the policies attached.

Responsible for data backup, to include monitoring, end-user backups, automatic backup routines, and maintaining backup software.

Writes Alarm monitoring procedures.

Centos 7 CLI command line.

09-2015 to 04-2018 System Administrator, GDIT, NGA, USA

Uses technology to execute objectives, including Active Directory, Remedy, Pyrite, M3, NES, Microsoft (Windows, Exchange, Office), Cisco, Citrix, Gims, Jabber, Identity Manager, Gateway Mail, Logic, Pro tools, Intelink, PeopleSoft, Pyrite, Intellipedia, Unity and remote access tools.

Installs thin clients, thick clients, VOIP phones, Desktop VTC video phones, printers, scanners, plotters, KVM, fiber cables, cooper cables, Pave machines, HCS, switchboxes, monitors, and configures the customers desk

Provides help getting thick and thin clients on a Linux based network.

Performs regular security monitoring to identify any possible intrusions.

Creates accounts, enables accounts, unlocks, and checks badge status’ using Active Directory.

Provides operations, maintenance, management and support of business continuity laptops in partnership with managed host data center provider.

Performs software updates, installs hard drives, maps printers, and conducts troubleshooting.

Experience with SharePoint, Cisco and VOIP phone systems.

Works with single sign on implementation and integration with Active Directory.

Performs Queue Management distributing tickets to all the different IT groups.

Strong Microsoft Windows, Exchange and some VMware background with knowledge of related tools and techniques.

Performs ongoing performance tuning, hardware upgrades, and resource optimization.

Installs and configures MS Windows and MS Exchange servers.

Strong knowledge of Microsoft Outlook and other Office software products.

Configures CPU, memory, and disk partitions.

Unlocks customers’ accounts using Identity Manager.

Writes reports on Change Request, and INC request.

Installs Apple HP, Dell, TRU3DI, and EIZO monitors and Cisco VoIP and Cisco IP Video Phones.

Synchronizes NSS and CAC Cards by using the leap process.

01-2015 to 09-2015 Desktop Support Lead, PSS, NGA, USA

Installed thin clients and thick clients.

SSH Into Virtual Machines using Putty.

Tested, repaired and installed software.

Wrote reports on Change Request.

Installed Apple HP, Dell, TRU3DI, and EIZO monitors

Installed Cisco VoIP and Cisco IP Video Phones

Tracked Mac addresses, serial numbers, model numbers, and Asset Tag numbers.

Completed ARC forms and L3 forms.

Closed Remedy Change Requests when finished.

Relocated and installed switch boxes.

Installed fiber cables, cooper cables

Running cooper and fiber for the whole building.

Neat cabling under the desks.

Installing trays for cables to run underneath the desk.

Climbing up and down ladders.

Lifting computer monitors

Equipment logs

OTDR

Testing of cooper

Replacing bad fibers

Responsible for the connection of the Cisco phones

Install single KVM cables, and Dual KVM Cables

Installed Pave Machines and HCS Machines

Helped get thick and thin clients onto a Linux base network

12-2012 to 01-2015 Desktop support/ Information Technology/Information Services (IT/IS) NJVC, NGA

Performed incident recording, using the Enterprise tool of record (i.e. Remedy)

Installed thin clients and thick clients

Tested, repaired and installed software

Wrote reports on Change Request

Installed Apple HP, Dell, TRU3DI, and EIZO monitors

Installed Cisco VoIP and Cisco IP Video Phones

Tracked Mac addresses, serial numbers, model numbers, and Asset Tag numbers

Completed ARC forms and L3 forms.

Closed Remedy Change Requests when finished

Relocated and installed switch boxes

Installed fiber cables, cooper cables, single KVM cables, and Dual KVM Cables

Installed Pave Machines and HCS Machines

Helped get thick and thin clients onto a Linux base network

Reported, responded to, and resolved customer requests, and applied information security and information assurance policy, principles, and practices

Wrote reports on change and incident requests

Prepared and updated operating procedures

Assisted with training new employees on business processes, policies, and procedures

Recorded notes for each call, for precise and accurate documentation

Provided incident escalation within the team, and/or outlined escalation methods

Performed first-call resolution to restore service consistent with knowledge repository

Performed CMDB verification during each call

Worked accurately and took responsibility for the information passed along

Managed Active Directory profiles, locks, session-management and administration

Provided information and guidance to customers about software installations, configurations, upgrades, and troubleshooting

Demonstrated strong customer service, communication & writing skills, delivering high customer satisfaction

Took calls (help desk) and reset hung sessions

CompTIA Security + (December 2018 - Present)

CYSA 2020 to Present

HBSS Certified Certificate Licenses 201/301/501

Sentris Certified Certificate Licenses 2022

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