Senior IT Systems Administrator (Top Secret SCI)

CHRISTOPHER MUNDELL

**** ****** ****** ***** ** Grace, MD 21078, United States

Mobile: 410-***-**** **************@*****.***

Citizenship: United States of America Veterans Preference: None

Clearance: Top Secret SCI full scope clearance w Poly Availability: Immediate Job Type: Permanent, Full-Time

SUMMARY OF QUALIFICATIONS

Accomplished System Administrator with extensive experience in managing and maintaining critical IT infrastructure and operational systems and skilled in ticket management, utilizing tools such as DEVTools and Fiddler for browser debugging and issue replication in virtual environments (VMs). Proven track record of leading teams, training new technicians, and optimizing operational workflows to ensure high-quality customer support and service delivery. Skilled in overseeing the operations and maintenance of domain controllers, backend servers, data storage devices, and automated support systems to ensure optimal system performance and reliability. Proven ability to plan, prioritize, and schedule complex technical tasks, while reviewing the work of subordinates to ensure high standards and timely completion of project goals. Proficient in the installation and maintenance of server operating systems, as well as integrating vendor applications with user interfaces and implementing system modifications. Adept at working independently or collaboratively with cross-functional teams to meet customer conditions and deliver high-quality IT solutions. Strong problem-solving skills with a focus on system integration and process efficiency.

Areas of Expertise: IT Program Management, System Administration, Network Architecture, Customer Service

QUALIFICATIONS

Provided complete customer satisfaction by acting immediately to support issues relevant to IT service.

Extensive experience in managing UWE account setups, RSA token activation, and PGP encryption software support.

Skilled in configuring Cisco VoIP systems, managing network monitoring tools, and resolving connectivity issues in real-time.

Experienced in training and mentoring new technicians in equipment installation and best practices for technical support.

Expertise in diagnosing and resolving network connectivity issues, performing IP configurations, and supporting infrastructure.

Proficient in asset tracking, inventory management, and documenting network equipment for efficient resource allocation.

Proficient in hardware testing, training, and documentation, ensuring all IT projects are fully supported and aligned with organizational objectives.

SKILLS & KNOWLEDGE

IT Infrastructure

Software Installation

Systems Integration

Hardware Testing

Interfacing Systems

Project Leadership

Workload Prioritization

System Modifications

Operational Maintenance

Project Scheduling

Training & Development

Process Improvement

Solution Development

Network Monitoring

Asset Management

Ticketing Systems

Issue Resolution

PGP Encryption

RELATED EXPERIENCE

Insight Global (Microsoft) 12/2022 – Present

Reston Virginia, United States

Full-Time, Hours Per Week: 40

ADVANCED CLOUD ENGINEER

Duties, Accomplishments, and Related Skills:

CUSTOMER SUPPORT AND ISSUE RESOLUTION: Provide ongoing customer support via multiple channels, ensuring prompt resolution of issues in a 24x7x365 global support delivery environment. Work directly with customers through email, Microsoft Teams calls, and other modalities to offer guidance, troubleshoot issues, and ensure customer satisfaction. Reproduce customer issues in virtual environments (VMs) to analyze and resolve defects or problems.

COLLABORATION WITH ENGINEERING AND INTERNAL TEAMS: Collaborate closely with software engineers to provide specific feedback on customer-reported defects, issues, and design change requests. Participate in weekly screen-sharing sessions with the engineering team to present open tickets, analyze customer issues, and prioritize fixes or improvements. Work with the ACE (Automated Customer Experience) team to ensure timely resolution of tickets and optimize the customer experience.

TECHNICAL TROUBLESHOOTING AND TOOLS: Troubleshoot, analyze, and replicate customer-reported defects or issues across various platforms and environments. Use development tools like DEVTools and Fiddler to capture browser traces and diagnose performance or functional issues. Reproduce and diagnose customer issues in virtual environments to aid in bug reproduction and resolution.

SOFTWARE TOOLS: Expert-level proficiency with Microsoft Teams, Excel, Word, SharePoint, and PowerPoint to effectively communicate, document, and collaborate across teams and with customers. Extensive experience with DEVTools and Fiddler for debugging, analyzing, and troubleshooting customer-facing issues in web applications.

CUSTOMER-FOCUSED PROBLEM SOLVING: Strong ability to work with customers directly, understand their concerns, and offer practical solutions to resolve issues efficiently. Focused on providing excellent customer experiences through clear communication and timely follow-up on tickets and defects.

KEY ACCOMPLISHMENTS:

Successfully collaborated with software engineers and the ACE team to ensure timely resolution of customer-reported issues, reducing average ticket resolution time.

Provided continuous, 24x7 support to a global customer base, significantly improving customer satisfaction by offering effective troubleshooting and guidance via email, team calls, and other communication channels.

KNOWLEDGE, SKILLS, ABILITIES:

Knowledge of global support models, including best practices for 24x7 support and cross-functional collaboration.

Familiarity with product lifecycles, defect tracking, and feedback loops between customer-facing teams and product improvement.

Ability to articulate technical issues clearly to both customers and internal teams (via email, Teams calls, and screen-sharing).

Proficient in using Microsoft Excel, Word, PowerPoint, and SharePoint to manage data, create reports, and deliver presentations.

Ability to manage multiple support tickets simultaneously, handling customer issues promptly while maintaining service quality.

Expertise in using development tools (DEVTools, Fiddler) to capture detailed browser traces, analyze network traffic, and identify technical issues within customer environments.

Okay to contact Supervisor: Brandon Klein 954-***-****

Tech USA 08/2021 – 11/2022

Fort Meade, MD, United States

Full-Time, Hours Per Week: 40

ENGINEERING HELP DESK TECHNICIAN

Duties, Accomplishments, and Related Skills:

USER ACCOUNT AND TOKEN SUPPORT: Assisted users in acquiring Unclassified Work Environment (UWE) accounts and tokens, ensuring they are properly set up to access the necessary systems and applications. Provided hands-on support for Token Activation to enable secure access to UWE resources. Refreshed and managed RSA tokens, ensuring users maintained access to the system with updated credentials.

PGP SUPPORT: Provided technical support for the installation, configuration, and troubleshooting of Pretty Good Privacy (PGP) encryption software on users' unclassified laptops to ensure secure communications and file encryption.

TICKETING AND ISSUE RESOLUTION: Utilized the ticketing system to create, manage, and close support tickets related to UWE account setups, token issues, PGP installation, and other related concerns. Monitored ticket statuses to ensure timely follow-up and resolution of issues, maintaining efficient workflows and user satisfaction.

CUSTOMER COMMUNICATION: Responded promptly to customer emails and phone calls, providing guidance and troubleshooting assistance for UWE-related questions and concerns. Ensured clear communication regarding UWE procedures, token activation, and troubleshooting steps to resolve issues effectively and efficiently.

KEY ACCOMPLISHMENTS:

Managed the refreshing and troubleshooting of RSA tokens, ensuring users maintained secure, uninterrupted access to critical resources.

Successfully provided on-demand assistance for PGP software installation, addressing encryption-related concerns and ensuring secure email and file encryption for users.

KNOWLEDGE, SKILLS, ABILITIES:

Knowledge of Unclassified Work Environment (UWE) account setups, including token-based authentication and system access.

Understanding of Pretty Good Privacy (PGP) encryption software, including installation, configuration, and troubleshooting.

Strong troubleshooting skills for resolving user issues related to token activation, RSA token refreshing, and PGP installation.

Ability to handle multiple user requests and support tickets simultaneously, ensuring all issues are addressed promptly.

Skilled in configuring and managing secure access systems, including token activation and account management.

Able to efficiently use ticketing systems to manage, and close support tickets, ensuring accurate documentation.

ManTech 09/2018 – 06/2022

Fort Meade, MD, United States

Full-Time, Hours Per Week: 40

GLOBAL REMOTE RESOLUTION TEAM

Duties, Accomplishments, and Related Skills:

VOIP MANAGEMENT AND SUPPORT: Managed phone voicemail configurations, including setting up and maintaining voicemail boxes for users. Performed number swaps and number moves within the system, ensuring that user phone numbers are accurately reassigned when necessary. Implemented Caller ID changes for users, ensuring the correct display of phone numbers and identities in the VOIP network. Utilized Cisco Call Manager and Cisco Unity to configure and troubleshoot VOIP phones, ensuring optimal performance and functionality for users.

NETWORK MONITORING AND ISSUE REPORTING: Monitored network connectivity 24x7, ensuring that systems remain operational and that any network disruptions are promptly addressed. Utilized Network Node Manager (NNMi) and Operations Manager (Omi) to detect, analyze, and report network issues or outages. Responded to network alerts and provided troubleshooting support to resolve connectivity issues.

TICKETING AND INCIDENT MANAGEMENT: Created, managed, and closed tickets using the ServiceNow platform to track and resolve network issues and VOIP-related problems. Ensured proper documentation within the ticketing system for all incidents, updates, and resolutions.

OCB REPORTING AND COMMUNICATION: Used the Springray tool to report, create, and notify site administrators about OCBs (Operational Change Bulletins), ensuring all relevant stakeholders are informed about planned changes or disruptions. Provided support for the configuration of ports and port security on Cisco and Brocade switches, ensuring secure and efficient network operations. Troubleshooted and resolved issues related to switch ports and port security, maintaining system integrity.

KEY ACCOMPLISHMENTS:

Successfully managed and configured VOIP phones using Cisco Call Manager and Cisco Unity, ensuring seamless communication for end-users.

Effectively handled number swaps, number moves, and Caller ID changes, supporting user requirements with minimal disruption.

Monitored network availability 24x7, identifying and resolving network connectivity issues quickly to minimize downtime and ensure consistent service delivery.

KNOWLEDGE, SKILLS, ABILITIES:

Knowledge of Cisco Unity for configuring and troubleshooting VOIP phones, voicemail systems, and associated features.

Proficiency in using Network Node Manager (NNMi) and Operations Manager (Omi) to monitor network performance.

Knowledge of ServiceNow ticketing processes, including creating and closing tickets for network and VOIP-related incidents.

Ability to handle multiple tasks simultaneously, such as managing network monitoring, ticketing, and configuration requests.

Skilled in configuring and managing network and VOIP systems, including Cisco Call Manager, Unity, and network switches.

Fiberplus 04/2016 – 09/2018

Fort Meade, MD, United States

Full-Time, Hours Per Week: 40

TELECOMMUNICATIONS TECHNICIAN

Duties, Accomplishments, and Related Skills:

LEAD INSTALLATION AND SPECIAL PROJECTS: Led a team responsible for the installation of communication systems and special projects, ensuring high-quality work and timely completion. Coordinated team efforts to ensure successful execution of complex installations and project requirements, from initial setup to final configuration.

TRAINING AND MENTORING: Trained new technicians on best practices for installation and troubleshooting, ensuring consistency and technical competence within the team. Developed training materials and provided hands-on instruction to ensure that new techs understood the proper techniques for equipment setup, maintenance, and troubleshooting.

PHONE SYSTEM CONVERSION: Managed the conversion of all Comdial analog phones to Cisco VoIP phones, overseeing the replacement and configuration of communication systems across the organization. Ensured a smooth transition by coordinating with multiple departments and troubleshooting issues during the conversion process.

NETWORK TROUBLESHOOTING: Diagnosed and troubleshot network connectivity issues, ensuring smooth operations for all connected systems and devices. Provided technical support to resolve network outages, slowdowns, and connectivity problems. Performed IP configurations for devices, including phones, computers, and network equipment, ensuring correct settings for proper network communication.

INFRASTRUCTURE AND CABLING: Led the installation and connection of fiber optic cabling to Foundry and Cisco switches, ensuring high-speed and reliable network infrastructure. Installed and provided ongoing support for VTC (Video Teleconferencing) systems, Polycom devices, and cable television setups, ensuring that all equipment was configured properly for seamless video and audio communication.

ASSET TRACKING AND MANAGEMENT: Managed and tracked network and communication equipment, ensuring accurate records of assets and proper allocation. Conducted inventory assessments and organized equipment storage, ensuring that necessary resources were readily available for deployment and use.

KEY ACCOMPLISHMENTS:

Successfully converted Comdial analog phones to Cisco VoIP phones, improving communication infrastructure and streamlining system management.

Led a high-performing team to complete critical installation and special projects, consistently meeting project deadlines and exceeding expectations.

Resolved a variety of technical issues related to VTC, Polycom, and cable television, ensuring smooth functionality of audiovisual systems for meetings and presentations.

KNOWLEDGE, SKILLS, ABILITIES:

Extensive knowledge of Cisco VoIP systems, including setup, configuration, and troubleshooting.

Understanding of analog-to-digital conversion processes and best practices for phone system upgrades.

Understanding of network connectivity, fiber optic cabling, and IP configurations, ensuring seamless integration of devices.

Ability to lead teams and mentor new technicians, ensuring high standards for installation, troubleshooting, and customer service.

Skill in asset tracking, inventory management, and ensuring efficient deployment of network and communication equipment.

Proficient in performing IP configurations and integrating devices into network infrastructure, ensuring compatibility and optimal performance.

Eagle Environmental Services 01/2014 – 05/2016

Fort Meade, MD, United States

Full-Time, Hours Per Week: 40

SECURITY ESCORT

Duties, Accomplishments, and Related Skills:

PATROL AND SURVEILLANCE: Patrolled designated government facilities to provide onsite monitoring services, ensuring the security and safety of buildings, personnel, and sensitive government operations. Conducted regular checks of the premises to monitor access points, entrances, and perimeter security, ensuring compliance with security protocols.

MONITORING PERSONNEL AND VISITORS: Monitored the actions of personnel working or visiting government buildings, ensuring all individuals complied with security policies and guidelines. Identified and addressed any potential security risks or unauthorized access, maintaining a secure environment for all occupants.

REPORTING AND INCIDENT RESPONSE: Reported irregularities, security concerns, or unusual occurrences to appropriate personnel, such as security managers or law enforcement, for timely investigation and response. Documented incidents accurately in security logs, ensuring that all details were recorded for future reference and potential follow-up.

INCIDENT PREVENTION AND RESPONSE: Acted as a deterrent to criminal activity or breaches by maintaining a visible presence and addressing security concerns proactively. Responded to emergencies or security breaches promptly, following established procedures to mitigate risk and ensure the safety of personnel and facilities.

KEY ACCOMPLISHMENTS:

Successfully contributed to the security of government buildings by performing regular patrols and surveillance, reducing the likelihood of security breaches.

Promptly identified and reported irregularities and security concerns, facilitating quick responses to potential security threats or disturbances.

KNOWLEDGE, SKILLS, ABILITIES:

Knowledge of security procedures and best practices for monitoring and safeguarding sensitive government buildings.

Familiarity with access control systems and protocols for managing visitors, contractors, and employees.

Understanding of proper documentation methods for reporting security incidents, including irregularities, and suspicious activities.

Strong monitoring skills, able to identify security threats or unusual occurrences and take appropriate action promptly.

Ability to identify potential security threats or breaches early, minimizing risk and responding swiftly to incidents when they arise.

EDUCATION

Anne Arundel Community College, Hanover, MD, United States, 12/2014

Santa Fe College, Gainesville, Florida, United States, 05/2008

Meade High School, Fort Meade, Maryland, United States, 05/2003

CERTIFICATIONS LICENSURE TRAINING

Comp TIAA A+ Network + and Security + Certified

Linux + Certification Expected Summer 2025

AWS Cloud Essential Certification: Summer 2025

Microsoft Security Fundamentals Certified

Cisco Unity connection Administrator

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Cisco Unified Call Manager Administrator

SOFTWARE & OPERATING SYSTEMS

Microsoft Office (Word, Excel, PowerPoint, Outlook, SharePoint and Teams), Linux

SPECIALIZED SKILLS AND KNOWLEDGE

System Administration: Proficiency in managing and maintaining various operating systems. Skilled in software application, installation, system updates, and configuration management. Expert in implementing security measures such as access controls, user permissions, encryption, and authentication protocols.

Networking and Database Management: Possesses comprehensive knowledge of networking principles and networking protocols. Proficient in designing, configuring, and troubleshooting network infrastructures, including routers, switches, firewalls, and load balancers. Ability to troubleshoot database performance issues, diagnose errors, and implement backup and recovery strategies.

IT Infrastructure Management: Ability to plan, deploy, and maintain IT infrastructure components, including servers, backup solutions, and data centers. Skill in capacity planning, performance tuning, and scalability to ensure optimal resource utilization and system reliability. Knowledge of disaster recovery planning, backup strategies, and business continuity to minimize downtime and data loss in case of emergencies.

Threat Detection and Mitigation: Proficient in utilizing advanced threat detection tools and techniques to identify and analyze cybersecurity threats. Develop and implement proactive measures to mitigate emerging threats, such as malware sandboxing, behavior-based anomaly detection, and threat-hunting initiatives. Collaborate with threat intelligence teams to stay abreast of the latest cyber threats and trends, enabling timely threat detection and response.

Network Connectivity Problem Solving: Diagnose and resolve network connectivity issues, including troubleshooting network hardware, protocols, and configurations. Familiar with network troubleshooting tools such as ping, traceroute, and Wireshark to identify and resolve connectivity problems. Capable of analyzing network traffic patterns, identifying bottlenecks, and optimizing network performance to improve reliability and responsiveness.

Systems Maintenance & Operations Workflow: Adept at implementing effective maintenance procedures and practices to ensure the reliability, availability, and performance of server systems and dependent environments. Capable of documenting system configurations, procedures, and troubleshooting steps to facilitate knowledge transfer and support continuity of operations.

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