Technical Support & Network Engineer with SEC+ CEH background

ZENDA CROSSON

Address: Fort Washington, MD

Contact: Cell 202-***-****

Email: ************@*****.***

For the attention of The HR Manager

Dear Sir/Madam,

I am writing to outline my exposure of 6 years in structuring customized technical support and infrastructure solutions to meet customers' specific needs. Completed certification course of CompTIA Security Plus; Certified Ethical Hacker (CEH); CASP Plus; and Microsoft Windows 10. I believe I possess the skills, qualifications and vital experience necessary to make a very significant contribution to your organization.

I am a dedicated individual with a reputation of going beyond what is required and using personal high standards to achieve results with expertise in design, installation, configuration, administration, and troubleshooting of LAN/WAN. Well-honed in collaborating with cross-functional teams, lending technical support to new trainees, and assisting in creating a flawless network management system. My core competencies include providing effective business solutions and technical architecture to leverage technology in creating revenue opportunities.

As you will note from my enclosed resume, I am concluding goals and addressing issues related to various products and services by maintaining seamless coordination with a diverse group of coworkers. Developing and recommending standard operating procedure introduction and modification by using company-wide policies and procedures. Increasing efficiency by analyzing, troubleshooting, and resolving issues with IT infrastructure, including user systems, and storage and network connectivity. Improving productivity by providing system administration for assigned infrastructure as well as developing and maintaining security as it relates to users.

I am now looking for a challenging role, being a focused, motivated and goal-oriented professional, I have consistently proven my ability to handle diverse responsibilities in crisis and pressure while operating under rigorous deadlines. I am sure I can deliver similar results to your organization.

Please do not hesitate to call me on Cell 202-***-****. So, we can arrange an interview to discuss my application in greater depth.

Yours faithfully,

Zenda Crosson

enc.: CV

ZENDA CROSSON

Address: Fort Washington, MD

Contact: Cell 202-***-**** Email: ************@*****.***

Infrastructure/Systems Administration Desktop /Help Desk Specialist

With over 6 years of performance-driven experience in structuring customized technical support and infrastructure solutions to meet customers' specific needs. Proven abilities in canvassing system performance-related problems in large client/server & high availability environments, addressing performance bottlenecks, and ensuring maximum network uptime. Skilled in design, installation, configuration, administration, and troubleshooting of LAN/WAN. Well-honed in collaborating with cross-functional teams, lending technical support to new trainees, and assisting in creating a flawless network management system. Completed certification course of CompTIA Security Plus; Certified Ethical Hacker (CEH), and CASP Plus;

An ambassador of change, a keen strategist with acumen in providing effective business solutions and technical architecture to leverage technology in creating revenue opportunities. Comprehensive skill set for handling assignments for various platforms/technologies coupled with credibility in providing domain support for managing operations round the clock. An effective team player with exceptional planning and execution skills coupled with a systematic approach and quick adaptability.

PROFESSIONAL VALUE OFFERED

System / Network Engineering

Incident Management

System Upgrades

Back up & Recovery

Desktop Support

Troubleshooting

Business Continuity

Data Protection

Problem Management

Infrastructure Management

Network Management

SLA Management

Remote Conferencing Support

Performance Monitoring

User Support

Team Collaboration

Client Relations Management

Operations Security

Hardware Installation

Computer System Connectivity

LAN and WAN Configurations

Red Hat Virtualization

Quality Control

VMware and Oracle VM

CAREER PROGRESSION

CACI INTERNATIONAL, SPRINGFIELD, VA JAN 2020 – PRESENT

Infrastructure/Systems Administration S3/ Help Desk

Team Lead, concluding goals and addressing issues related to various products and services by maintaining seamless coordination with a diverse group of coworkers.

Provide the day-to-day system administration to include system and resource optimization, and user assistance.

Perform daily system monitoring, verifying the integrity and availability of all hardware, server resources, system, and review systems and application logs, verified completion of scheduled jobs such as backups.

Promptly resolving conflicts and restoring project trajectory through responding to escalated issues and implementing successful resolutions.

Maintain and troubleshoot Window 10 desktops and VDI clients.

Developing and recommending standard operating procedure introduction and modification by using company-wide policies and procedures.

Ascertaining appropriate function of hardware, software, or system functional specifications by resolving IT hardware and software infrastructure issues using systems analysis techniques and procedures.

Dev-ops, Build user account in Windows and Linux and Unix (LDAP and NSLDAP),Create user account, Delete, enable, disable, unlock, passwd reset, add and delete groups, change shells, cycle logmv process, uv dump servers, check, mount, Bash Scripting, Active Directory, Group Policy, Domain Controller, DHCP and SCCM

Increasing efficiency by analyzing, troubleshooting, and resolving issues with IT infrastructure, including user systems, servers, and storage and network connectivity. Data Center-Physical reboot servers, Reboot/shutdown/power up web-host

Perform daily system monitoring, verifying the integrity and availability of all hardware, server resources, system, and reviewing systems and application logs, and verifying completion of scheduled jobs such as backups.

Work on Virtual Machines (VMs), Monitor firewalls, Reboot servers (recycle), Monitor Drives, and Mount file system. Monitor VMware vSphere,

Monitor State machines (Bounce Processes- stop-start), Kill processes, Monitor Xymon, SRM (Storage Resource Monitor), RHA (Raytheon High Availability), Check_mk, OBM (Operations Bridge Manager), Watch for Alarms, Monitor Santricity (Storage Arrays). Monitor Retina, DPS, DPS-SPA and FST.

Improving productivity by providing system administration for assigned infrastructure as well as developing and maintaining security as it relates to users.

Ensuring effective run of operations by maintaining configuration documentation for assigned infrastructure.

Improving overall performance through facilitating support and training to lower-level employees, modifying working methods, and independently developing solutions to problems.

Formulating network availability briefing, charts, and reports for the customer to deliver government leadership.

Support new users account creation and day to day administrative tasks.

HelpNow (Pull Metrix report) Enhancing efficiency through handling ticket queues by prioritizing requests as well as taking incidents to the next level after having used all internal resources, work, create, and reroute tickets

Maintain servers, create monitoring reports and logs, and ensure the functionality of system links. .

Identifying high-priority tickets and communicating effectively through the means put in place.

Assisting the support center in times of overflow as well as creating accounts and password reset.

Increasing the quality of service and defining customer expectations by providing relevant insight to service managers on recurring incidents or inefficiencies within the service team.

AWS Monitor servers (Rancher, Kibana, and Grafana) and work with users’ workspaces (Reboot, Start, Stop, Delete), Upgrade and troubleshoot user account configuration, management, and provisioning

RAYTHEON, CHANTILLY, VA MAY 2019 – JAN 2020

I.T. Specialist

ServiceNow, Improved reliability and performance by maintaining Integrity and configuring network components along with implementing operating systems enhancements. Managed A&A Actives, and Technical Project Management, consulted via telephone to understand user problems, run through testing scripts, and ask probing questions to locate root causes.

Delivered support to I.T, including day-to-day operations, monitoring, and problem resolution for all of the client/server/storage/network devices, mobile devices, etc.

Delivered Tier 2 problem identification, diagnosis, and resolution of the problem.

Configured new employee workstations consisting of hardware, software, and peripheral devices.

Install, configure, and maintain user workstations.

Improved employee engagement by supporting them with advanced troubleshooting on helpdesk tickets.

Planned repair and replacement of PC components and systems.

Restructured and reconfigured existing and new computers with current software and operating systems.

Maintained inventory of IT supplies by checking and documenting levels regularly.

Delivered end-user support on systems and software by responding to twenty individual tickets every week.

Reduced errors by reviewing diagnostics and assessing the functionality and efficiency of systems.

Improved efficacy through monitoring security certificates and company compliance with requirements.

SUPER SYSTEM INC., ALEXANDRIA, VA SEP 2018 – MAY 2019

Desktop Implementation- I.T. Specialist

Remedy Ticket Service, Handpicked as CSS to manage clients with 500 plus employees.

Coded as well as managed HTML email templates and landed pages for database marketing campaigns.

Spearheaded the design, implementation, and configuration of the EMC Control Center environment for new installs and upgrades besides using the windows platform including managing the cluster services.

Directed project teams and planning processes for emergency planning initiatives with an emphasis on improving STPEGS aging technology.

Maintained robust client relationships while focusing on driving the payroll implementation process.

Resolved payroll discrepancies by gathering and examining information and troubleshooting issues related to hardware or software.

Installed and configured printers and scanners and reset default device passwords to prevent cyber-attacks.

INSIGHT GLOBAL, ARLINGTON, VA JAN 2016 – SEP 2018

Help Desk Technician

Prioritized 40 to 50 calls and provided reports as required on Service Level Agreements (SLAs).

Maintained composure and patience in face of difficult customer situations, applying-escalation techniques, and positive customer support.

Increased productivity by troubleshooting hardware issues and working with service providers to facilitate repairs for end users.

Enhanced efficiency by responding to 40-50 individual tickets every week to support end-user on systems.

PAST EXPERIENCE

PARAGON SYSTEM’S, HERNDON, VA FEB 2016 – FEB 2018

Armed Security Officer – SOC (Security Operator Center) - CCTV- Physical Security, Management Control, Operational Security –Monitoring and managing an organizations security posture, performing vulnerability assessments, analyzing logs, network traffic, and other data sources to identify potential threats and vulnerabilities, responding to security incidents and react quickly to alerts.

CREDENTIALS

Active Top Secret/SCI-CI Poly.

IT Skills:

oUnix/Linux, WMIC (Windows Management Interface Command), AP Tool, Cisco Jabber, Skype for Business Answer Phones, Customer Service (speak with User about issues), Password Reset, Troubleshooting, Write Tickets, Nets Service Manager (Change and Task tickets), Remedy, Help Now, Service Now;

oRemote Desktop, PowerShell, Connection, Dame Ware. (Process Bounce Instances) State Machine (HMI-Human Machine Interface), Satellite Control System, Antenna, Virtual Machine, Operation Manager, Amazon Web Services. Upload PKIs, Microsoft Outlook, SharePoint, and PowerPoint.

Certifications: CompTIA Security Plus; Certified Ethical Hacker (CEH), and CASP Plus.

EDUCATION

Business Administration (with Honors), Prince George's Community College, Upper Marlboro, MD.

Business Administration and Management Some College (No Degree).

High School Diploma, DuVul Senior High, Lanham, MD, May 1994.

References and verifying documentation furnished upon request

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