IT Systems Administrator and Help Desk Specialist

Lamont Ragsdale

***** ******* ****/*****, ** ****5

Phone: 410-***-****

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

WORK EXPERIENCE

Peterson Technologies: Fort Meade, Maryland 09/2023-08/2024

Provide support to all IT systems including day-to-day operations, monitoring and problem resolution for all the firewall/client/server/router/storage/network devices, mobile devices

Systems Administrator

Provide support for implementation, troubleshooting and maintenance of all IT systems.

Manage the daily activities of configuration and operation of IT systems to include user accounts and workstations.

Provide assistance to user in accessing and using all IT systems.-Provide support to all IT systems including day-to-day operations, monitoring and problem resolution for all the firewall/client/server/router/storage/network devices, mobile devices, etc.

Provide Help Desk services for problems identification, diagnosis, and resolution or problems.

Provide support for implementation, troubleshooting and maintenance of all IT systems. Remote support it not authorized.

Provide support for the escalation and communication status to agency management and internal customers.

Provide support for the dispatch system and hardware problems and remain involved in the resolution process.

Provide in-depth experience in troubleshooting IT systems, imaging and backup.

Provide detailed analysis and feedback to agency management and internal customers and escalated tickets.

Provide day-to-day technical support to all ITC LAN users.

Optimize system operations and resources utilization and perform system capacity analysis and planning. Develop and implement solutions.

CACI Technologies: Annapolis Junction, Maryland 05 2021-09/2023

Help Desk/Systems Administrator

Member of the Multi Factor Authentication (MFA) Help Desk team, which issues and maintains RSA, SIPR and NIPR tokens. Responsible for issuing, maintaining and revoking public key certificates and serve as support working with both the SM9 and SNOW ticketing systems

Perform basic troubleshooting for RSA Token requests or Server certificates

Gather information in regards to RSA Token/Server certification problems for escalation to the next level.

Maintain, hand out and take returns of RSA tokens for users from each kiosk at the customer site in support of DoD Scorecard and STE/STN (CSPid) mission requirements.

Address customer trouble tickets in a timely manner.

Update all customer systems related to tracking trouble requests and provide appropriate communication.

Issue PKI PINs, assist with downloads, revocations of PKI certificates and troubleshooting for users.

Provide ticketing support for all customer-facing services

Parsons Inc: Fort Meade, Maryland 03/2020-January2021

Configuration Manager

Provide comprehensive and strategic Configuration Management governance that assesses and mitigates risk, establishes standard procedures and controls, maintain necessary software documentation, and understand contract terms

Develop, communicate and manage short term and strategic goals regarding asset and configuration management

Develop processes, procedures, and workflows to accurately track and update assets

Develop processes and procedures that specifically address Software Asset Management

Perform compliance monitoring, and optimize software licensing costs

Assist with the implementation and configuration of discovery tools designed to automatically populate the Configuration Management Database (CMDB)

Assist with the design, build and implementation of the asset repository (CMDB)

Provide expertise to government and industry teams in the resolution of complex performance management issues, such as multiple baselines and patches

Provides technical consulting in the automation of configuration management and build/release management processes

Work with the various levels of management to convert technical content into coherent draft text for use in project management and quality control

Administer the Risk Management System and track completion of risk assessments, create risk metrics for review by management

Perspecta Enterprise Solutions: Fort Meade, Maryland 07/2019-03/2020

Hardware Technician II

Provide a variety of maintenance and technical support on devices, integrated systems and subsystems, and install/configure software at customer and/or field locations

Provided maintenance services to clients

Installed software necessary for hardware maintenance

Suggested and provided information to clients on upgrading computer systems

Repairing hardware components of personal computers, laptops, and printers

Stayed current with the emerging computer hardware technology

Resolved computer operating systems problems

Answered calls and guided clients on fixing minor problems

Replaced certain internal component in desktop computers as needed

Installed new IT systems

Maintaining logs and inventory of equipment repairs

Upgraded existing hardware and software

Perspecta Enterprise Solutions: Fort Meade, Maryland 09/2018-06/2019

System Engineer

Provide systems engineering support to the Program Management Office

Analyzes system requirements and leads design and development activities.

Guides users in formulating requirements, advises alternative approaches, and conducts feasibility studies.

Develops technical documentation.

Develops system Architecture and system design documentation.

Interacts with the Government regarding Systems Engineering technical considerations and for associated problems, issues or conflicts.

Analyzes user’s requirements, concept of operations documents, and high level system architectures to develop system requirements specifications.

Perform functional analysis and cost – benefit studies to determine proper allocation of resources.

Evaluate customer or product requirements to develop total systems solutions within project timelines and cost constraints.

Provide assistance with systems planning, business information analysis and process improvement initiatives.

Support staff and end user with resolution of systems issues, malfunctions or software programming problems.

Adheres to team performance metrics and drives for achieving the established goals

Provide logistics support input for proposal development

Assist with the tracking/management of internal instrument qualification status using signage and a spreadsheet

Perspecta Enterprise Solutions: Laurel, Maryland 05/2017-09/2018

Queue Coordinator

Monitor, track, and assign Break/Fix (HD) and Install, Change, Move, Surplus (ICMS, i.e., SR) tickets.

Verify tickets for correct routing and research and reroute incorrectly routed tickets.

Update ticket status and provide work documentation on HD and SR tickets.

Prioritize and assign daily work/tasks based on Quality of Service, remaining SLA times, priority tasking, and first-in/first-out. Perform preliminary categorization of problems.

Assign tickets to appropriate queues.

Notify site technicians of any priority or mission-critical problems or tickets and Route tickets to appropriate member of the site queue team.

Check tickets for incomplete items (missing asset #, location, etc.) or insufficient documentation.

Complete required ticket updates and work documentation.

Escalate problems or tickets to higher level management when required and/or necessary.

Lockheed Martin Corporation: Laurel, Maryland 04/2015-07/2016

Computer Systems Analyst

Provide staff and users with assistance solving computer related problems, such as malfunctions and program problems.

Test, maintain, and monitor computer programs and systems, including coordinating the installation of computer programs and systems.

Use object-oriented programming languages, as well as client/server applications development processes and multimedia and Internet technology.

Confer with clients regarding the nature of the information processing or computation needs a computer program is to address.

Consult with management to ensure agreement on system principles.

Expand or modify system to serve new purposes or improve work flow

Train staff and users to work with computer systems and programs

Analyze information processing or computation needs and plan and design computer systems, using techniques such as structured analysis, data modeling and information engineering.

Assess the usefulness of pre-developed application packages and adapt them to a user environment.

Define the goals of the system and devise flow charts and diagrams describing logical operational steps of programs

Recommend new equipment or software packages

Read manuals, periodicals, and technical reports to learn how to develop programs that meet staff and user requirements.

Utilize the computer in the analysis and solution of business problems such as development of integrated production and inventory control and cost analysis systems.

Prepare cost-benefit and return-on-investment analyses to aid in decisions on system implementation.

Computer Sciences Corporation: Hanover, Maryland 06/2012-11/2013

Configuration Management Specialist II

Define and implement Configuration Management (CM) process, policies, and procedures across a diverse set of applications and contractor teams.

Define processes and tools for release and change management.

Research and analyze issues and problems in acquisition, engineering design changes, change impacts to design interface, cost, and logistics; determine alternatives; and recommend approaches/solutions.

Collaborate daily with customer(s) to define, coordinate, and track the status of multi-program tasks, engineering changes and change instructions, maintain metrics and advise on technical and configuration management planning and implementation.

Develop and/or review program reports, technical papers, drawings, specifications, procedures, etc.; provide comments; and organize, consolidate, adjudicate comments from various organizations, and prepare reports.

Advise the customer configuration manager(s) as subject matter expert on program planning, development, and implementation of configuration management functions to meet customer program goals and objectives.

Receive and track change request tickets (CRs) from submittal to implementation and closure, including reporting on status, providing statistical analysis and metrics of CR activity, and assisting with quality assurance review of documents changed as a result of CR implementation.

Interface daily with various engineering, program management, and logistics task leaders to exchange information and coordinate related task performance.

Plan, coordinate and direct the quality control program to ensure continuous production of products consistent with established standards.

CACI Technologies: Arlington, Virginia 09/2011-05/2012

Configuration Management Analyst II

Responsible for making available the Configuration Management plan and procedures, covering all configuration issues in a full software development life cycle and instructing staff accordingly.

Consolidate inputs from involved parties in the project, including team members, SMEs, release management, and operations teams to ensure the successful implementation of releases to the production environment with minimal disruption

Perform project/program level Software Configuration Management risk assessment and identify Software Configuration Management risk list to mitigate impact to success of project release.

Receive and track change request tickets (CRs) from submittal to implementation and closure, including reporting on status, providing statistical analysis and metrics of CR activity, and assisting with quality assurance review of documents changed as a result of CR implementation.

Supported configuration management activities for various projects as well as provide support to both the software development and the production support environments.

Schedules and performs independent audits, comparing audit results to actual IT infrastructure and works with teams to resolve noted exceptions Plans, coordinates, and implements measures to safeguard information in computer files against accidental or unauthorized change, modification, or disclosure Acts as liaison to client on status and impact of change management and requests Produces monthly configuration and change reports or as requested.

Assists with tracking and managing software license configuration items.

Attends and participates in CM meetings and assists in facilitating control and review board meetings to include preparation of agendas, handouts, and minutes.

CACI Technologies: Hanover, Maryland 11/2010-08/2011

Help Desk Analyst II

Serve as primary interface between the customers and the organization

Communicate with customers via email, phone and in-person to resolve help-desk related issues.

Monitor and track service tickets in the REMEDY queue.

Work tickets for tasks assigned such as requests for software downloads, software license tracking and inventory auditing for both software and licensing.

Review open REMEDY tickets and route tickets to appropriate team member.

Escalate issues to management as necessary.

Document new processes and update existing SOPs as needed.

Perform research on software-related topics to better assist customers and fellow team members.

Analyzes and reports on the types, frequency, and solutions necessary to correct problems to determine if new procedures or changes to existing procedures are needed to improve operations.

SECU: Linthicum, Maryland 12/2004 - 11/2008

Computer Analyst

Provide first and second level support for various applications used at SECU.

Perform routine system modifications such as updating tables, setting up new users, creating various reports and forms using Crystal Reports, Super Extract and other software applications.

Provide email and phone support for clients within SECU.

Work with various vendors in resolving system issues.

Assist first level support staff with application and systems problems.

Provide network, hardware and software problem analysis; Field and triage internal client support issues to appropriate technical staff.

Troubleshoot and correct network, hardware and software support requests when possible.

Monitor and track service tickets in the Service Ticket Queue and review open service tickets and route tickets to appropriate team member.

Escalate issues to management as necessary.

Support and maintain network hardware, network operating systems, and system applications responsible for defining and IT recovery plan for servers and workstations.

Routinely performs a variety of computer operations functions such as system IPL's/Reboots, backups, configuration modifications, troubleshoot failures, recycle applications, initiate and perform production scheduling functions.

Maintained system security, including password checks, permission scans, and implementation of authentication protocol in Windows/Unix environment.

Responsible for all installation of patches and other software pertaining to standard compliance and all testing of hardware and software for the UNIX environment.

Created standardization documentation for UNIX server builds for new customers.

Worked with Product Development group on back up strategies and documentation for support of Veritas NetBackup for all current and new customers.

Assist in on-site and remote installations of network system.

SECU: Linthicum, Maryland 5/2000 - 12/2004

Member Services Representative II

Create and maintained share accounts for new and existing members. Additional tasks included: creating and maintaining ATM/Debit Cards, creating and maintaining Certificates of Deposits, processing deposits and other customer requests

EDUCATION

1997 Bachelor's Degree UMBC Catonsville, Maryland Major: Information Systems Management

GPA: 3.0

TECHNOLOGY: REMEDY Database Application, Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)

SECURITY CLEARANCE: Top Secret SCI with Full Scope Polygraph

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