Network & Systems Administrator Resume

Rafael Da Silva

*** ******** ***** # ***, *********, MD 20770

Cell: 240-***-****; Home: 301-***-****

E-mail-id: *************@*******.***/ *************@*****.***

Summary:

12+ years of IT experience specializing in Network Engineering & Desktop support.

Successfully maintained network security; ensured compliance with security policy/procedures.

Worked on HP Printer & MFP maintenance and troubleshooting

Utilized a deep understanding of PC hardware and employed proficiency in performing break/fix, installations, and upgrades

Provide network component expertise, encompassing all connectivity to devices, etc.

Maintained, analyzed, troubleshoot, and repaired computer systems, hardware, and computer peripherals and experienced with scanner/copier/printer break/fix and maintenance

Experience with CUCM, Contact Center (Cisco Finesse), UCCX, Cisco Call Manager

Worked as a Consultant (Network Engineer, Network Operator, Desktop Administrator, and Help Desk support II/III) in several assignments with Federal Government

Public Trust level IV issued by the Office of Personnel Management.

Professional Experience:

Lidos Inc.,/NASA PC Support Technician 03/05/2022 – Present

Responsible for reviewing incoming incident tickets from the Tier 1 and Tier 2 teams to ensure the issue is properly documented and that initial troubleshooting processes have been followed.

Assigns incoming tickets to field technicians to ensure efficient resolution of customer issues.

Work independently to ensure the day-to-day operational activities are performed within the contract service level agreements.

Serve as the coordinator for implementing new project solutions at the client site.

Communicated with clients, other field techs, and senior technical personnel to develop solutions to technical problems.

Worked closely with the Service Delivery Manager, Center Service Delivery Lead, and Center Operations Manager to ensure awareness of complex/critical issues at the Center.

Performed hardware diagnostics, troubleshooting, and repairs

Assist in the design and implementation of PC support systems

Complete work orders and documents in the service desk ticketing system

Record and report inventory movement accurately

Provide support for Telecommunications and mobile devices (e.g., conference calling, video conferencing & web-based conferencing

Used ServiceNow to create various categories and subcategories and sorted tickets by type or department.

Replied with answers to questions or comments that are added by other employees in the ticket thread

Monitor tickets with different statuses, such as open or closed ones. Keep track of workflow

22nd Century Technologies, (TSCTI)/Department of Energy

Tier 2 Deskside Technician 04/10/2021 – 02/28/2022

Experience as the Deskside support for customers seeking technical assistance

Performed troubleshooting through diagnostic techniques within the Windows environment.

Ability to Determine the best solution based on the issue and details provided by customers

Competently answered questions and addressed issues reported by users

Working knowledge and understanding of help desk best practices,

Accurately and comprehensively enter, update, and close Service Desk tickets within the Service Now ticket tracking system to include problems and resolutions.

Follow-up and update customer status and information

Pass on any feedback or suggestions by customers to the appropriate

Working knowledge software support SCCM usage and Mobile data management

Active Directory knowledge, Operating System knowledge (Windows and Mac OS/iOS) and support, Outlook client and/or O365 client support experience

MS Office support experience, RSA/Entrust experience (basic encryption support experience).

Good understanding of MS Windows 10 as well as Mac OS/iOS. Must also be proficient with setting up Android and iPhones.

Ability to diagnose and resolve technical issues through experience and research.

Experience with VDI

OneDrive and folder migration

Experience with ServiceNow ticketing systems

Experience using Intune Company Portal for wireless configuration

ASM Research College Park, Maryland Desktop Support Tier II

February 2020 – September 2020

Provided support to end users on a variety of moderately complex issues. Responded to telephone calls, emails, and personnel requests for technical support; Maintained records of daily data communication transactions, problems, and remedial actions taken, or installation activities and ensured timely resolution of issues.

Collaborated with team members to resolve information technology issues and implement the process, Improvement; developed training materials and procedures, or trained users as to proper use of hardware/or software; Installed, tested, and troubleshoot computer hardware/software and peripherals with specifications for customers.

Travel and support to offsite locations within commuting distance of ASM Research; Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software; directed major hardware or software solutions for defective products at management vendors,

technicians, or next tier for service.

Used diagnostic techniques to solve problems, investigated causes, and recommended solutions for major issues.

Used ServiceNow systems for ticketing issues; kept records of daily data communication transactions, problems, and remedial actions taken.

Provided application installation, configuration, testing, and troubleshooting of various systems.

Prepared and deployed images for pc, mobile devices, and laptops (Dell, HP IBM laptops, and tablets)

Setup and troubleshoot printers, scanners, and telephones; reset users’ Active Directory account passwords, and maintain physical inventory by documentation

Managed malware, spyware, trojan horse, and virus removal for all systems

STI Solutions/ICE DHS, Lorton, VA March 2017 – August 2019

Network Engineer

(Medical Absence from September 2019 to December 2019)

Upgraded data network equipment to the l test stable firmware releases; provide remote support to on-site engineers and end users/customers during installation

Documented SharePoint configuration and architecture, Cisco ISE to provide secure business.

Used ISE to Centrally configure and manage profiler, posture, guest, authentication, and authorization services in a single web-based GUI console; used Tickets CAD for real-time notifications, extensive communications tool used custom developed and third-party SharePoint solutions packages.

Deployed custom-developed and third-party SharePoint solutions packages. Configured routers, Switches, firewalls, and modem equipment as necessary to promote efficiency.

Reports network operational status by prioritizing information and managing projects maximizing

network performance via monitoring performance, and troubleshooting network problems and outages.

Provided ITIL support service management; Used Cisco ISE to validate and maintain security capabilities on any client machine that accesses the protected network Configured routers, switches, firewalls, and modem equipment; used CAD automatic number identification, Caller-identification technology wireless

Used ISE to implement and customize guest network access-maintained CFM systems and network configured both hardware and software. network infrastructure for field engineers

K Staffing (Consultant), VA April 2016 – February 2017

Network Engineer

Defined software, hardware, and network requirements; Analyzed IT requirements within companies and gave independent and objective advice on the use of IT

Worked on VMware UEM and Writable Volume integration; developed agreed solutions and implemented new systems; presented solutions I n written or oral reports.

Manage AWS management console to create service shortcuts, added services shortcuts, and deleted services shortcuts; used AWS security credentials to create accounts, create groups, and change passwords. enforces policies for all operating scenarios without requiring separate products.

Evaluated security-policy compliance by user type, device type, and operating system. prepared and deployed images for laptops and tablets (Dell, HP laptops, and Microsoft Surface tablets).

Assisted clients with change-management activities; provided SharePoint support to end users.

Used SharePoint to administer and maintain sites and subsites; Designed, tested, installed, and monitored new systems; Installed VMware Application Virtualization via App Volumes & Thin App.

Prepared documentation and presented progress reports to customers, organized training for all users.

Mitigated network threats by enforcing security policies that block, isolate, and repair noncompliant machines without administrator attention: used SharePoint to review and monitor usage reports.

Denied network access to noncompliant devices, placing them into quarantine

Global CI (Contract CSRA), Washington DC April 2015 – April 2016

Centuria Corp. (Contract) / Department of Veteran Affairs, Wash. D.C. Oct 2012 – April 2015 Network Engineer

Promontory Financial Group (Contract), Washington, D.C. January 2011 – October 2012 Network Engineer / Desktop Support

EDUCATION / CERTIFICATIONS:

M.S., Information Systems Security, Strayer University

B.S., Industrial Engineering, University of Maryland, MD

B.S., Computer Information Systems, Strayer University

Microsoft Certified Professional/Microsoft Certified (MCP)

Systems Engineer (Microsoft Certified Systems Engineer (MCSE)

Project Manager Professional (Project Manager Certified (PMP)

CCNA Certified CompTIA A+ Certified

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