Part-Time Senior Technical Support Engineer

ROSA HAWKINS

**** ******* ***, ***********, ** **121

M: 913-***-**** - *******.****@*****.***

EDUCATION

DeVry University, Kansas City, MO, 2002

Bachelor of Science in Telecommunications Management

University of Phoenix, Kansas City, MO, 2004

Master’s in Business Administration

Clearance Level: Active Top Secret/Sensitive Compartmental Information (TS/SCI)

TECHNICAL SKILLS:

ITIL (Information Technology Infrastructure Library) Certified

IDS: Virsec, GigaVUE-FM, McAfee ePO/Trellix

Application Development Tools: SAS, Java, Apache, Web Sphere, Web Logic, Tomcat, Glance Plus, Sun Java Directory Server; DAP, Samba, Puppet

Application Package: PeopleSoft, Clarify, File Net, ESX VMware, Veritas Clustering, HP-MC Guard, Serena Version Manager, nCircle IP360 and Topology Risk Analyzer, Sales Force, Remedy, NetWitness, RSA Security Analytics, Archer, Tenable/Nessus, Gigamon, Splunk

Databases / DB Tools: Oracle, MySQL, SQL, Sybase, Puppet

Desktop Tools: Microsoft Products, Remedy, Lotus Notes

Hardware: HP9000 Superdome/RP 54xx/74xx/84xx Class, SUN Fire Enterprise 3900/440/880/240/Blades, Routers, Brocade Switches, EMC Clariion, EMC Symmetrix, IBM 3090, AS400, SUN Storage Tek 6130, Dell DM3000i, Dell R610 and R620(Packet Decoders, Log Decoders, Concentrator, Brokers, Malware, Archivers, Event Stream Analyzer and Hybrids), Super Micro Servers

Methodologies/Techniques: Virtualization, SANs (DMX and VNX), Storage Foundation, Logical Volume Manager, VERITAS Volume Manager, Clustering, Active Directory and Identity Management, Disaster Recovery and Business Continuity, DAS, NAS, SOX Auditing, nCircle IP360 and Topology Risk Analyzer, Intrusion Detection, Vulnerability Assessment, Symantec NetBackup, JIRA, Flexera

Network Software / Communications: HP OpenView, Tivoli, TCP/IP, LDAP, iSCSI, NFS, DNS, SMTP, SNMP, Newbridge 46020 Mainstreet, EMC Power Path, EMC Navisphere, SAN Analyzer, SSL Certificates Application, SRDF, BCV, Clones, Snapshots, SANcopy, TCPDUMP, Wire Shark

Operating Systems: HP-UX, SUN Solaris, Red Hat Linux, VAX, VM, MVS, Windows

Utilities / Command Languages: Scripting (ksh/bash/sh), Perl

Raytheon / Nightwing – Cybersecurity and Intelligence Sterling, VA 9/12/2016 - present

Sr. Principal Specialist

Serve as a Cybersecurity Engineer that supports Cybersecurity and Infrastructure Security Agency (CISA)

Division mitigates threats to critical infrastructure and increases the security of critical networks.

Oversee the preparation of CISA ATO documentation package to include developing security documentation, such as Systems Security Plan (SSP), and multiple system security SOP that meet DHS system security requirements.

Review and assist with the assignments and implementation of the NIST SP 800-53 Rev 4 and Rev 5 security controls to the application systems to help manage risk.

Provide application security guidance to application development teams and advise on remediation of vulnerabilities to deployment teams with respect to application security best practices, security automation within the System Engineering Life Cycle (SELC) and the use of application security tools and services.

Manage several threat detection tools (NetWitness, McAfee and Trellix) IDS and IPS tools (Virsec and GigaVUE-FM)

Manage and conduct cybersecurity compliance, risk, vulnerability analysis, and assessments at the network, system, and application level in accordance with DHS and NIST policies and regulations.

Perform security engineering tasks for different development teams such as updating documentation (ConOps, SAG, SDD, VDD, and SSP), develop POA&Ms, identify and analyze vulnerability/compliance findings within the environment.

Liaison between System Owners, Information System Security Manager, and Information System Security Officer to coordinate and perform complex security data analysis and test on development systems.

Performs vulnerability remediation and mitigation continuously with agile teams and other stakeholders, providing artifacts as evidence for false positives and mediated issues.

Reviewed, tracked and managed the status of plans of action and milestones (POA&Ms) to remediate security

weaknesses in response to identified vulnerabilities.

Reviews security authorization documentation and support development and updates of security design, architecture and workflow diagrams and artifacts.

Perform analysis and review of ISVMs for the system ISSO

Raytheon Foreground Security - Cybersecurity/Special Missions, VA 04/2016 – 9/12/2016

VSOC Sr. Security Engineer

Contractor for 6 months then became a full-time employee.

Act as a SME (subject matter expert) for RSA Netwitness and assist other engineers and analysts with forensic issues.

Lead technical consultants for several customers.

Provide customers assistance with planning, deploying and configuration for both their hardware and software Security Analytics environment.

Provide monthly status reports to management and customers regarding all issues, implementation, and health checks.

Assist with the creation and management of custom content and use cases for customer specific network and log requirements.

Perform daily health checks, troubleshooting and break-fix for a variety of issues.

RSA Security- Security Division of EMC 11/2011 – 02/2016

Senior Technical Support Engineer

Integral part of the RSA team who interfaces directly with RSA customers using NetWitness and RSA Security hardware platform such as Dell R510, R610, R620 and application software.

Provide technical support to customers’ technical staff, answer questions on function and usage of the hardware products such as RSA Dell packet decoders, log decoders, concentrators and brokers using Red Hat Centos v6. x.

Gather relevant information and determine troubleshooting steps to diagnose & solve customer reported technical problems of varied complexity network and Linux file system issues in a professional and timely manner. This sometime included license issues and the uses of Flexera.

Obtain knowledge of the customer Dell or Super Micro systems, network environment, JBOD and DAC RAID or SAN configuration, and be able to duplicate reported problems if necessary.

Analyze network issues using Wire shark, TCPdump, validate Linux file system and kernel version, identify software configuration errors and defects in the product and recommend solutions and workarounds.

Work closely with customers, other Support Engineers, Development Engineers, Professional Service engineers, Product Management and Sales Engineers to share product knowledge, install tips and provide resolution to customer support cases. Use JIRA to report software defects and bugs.

Provide product training to customers and new engineers on the installation of the hardware, network connectivity and software configuration.

Ensure customer satisfaction by handling their requests in a timely manner and provided follow-ups.

Provide support coverage via phone, email, web and sometime on customer site.

Work with Sales Force to open cases, identify customer assets and write knowledge-based articles.

Work with escalated customers with ongoing issues like system stability, software license and platform performance to resolution.

Act as a SME (subject matter expert) and assist other engineers with issues and case load.

Work with account managers on any escalations that require attention from the support team, internally coordinate with appropriate resources for sales or license issues.

Write and assist customers with upgrades using Linux OS and software repositories and puppet trust authentication by means of yum and rpm commands lines.

Assist customers with applying Linux OS security patches, hardware configuration, and software support of RSA Security platform to help collect, filter and analysis data of their network infrastructure for compliance, vulnerabilities and risk management.

Security Exchange Commission, McLean, VA 04/2009 – 11/2011

Production Support Team Lead (Public Trust Clearance)

Support the EDGAR application and systems

Supervisor a team of eight system administrators

Manages the performance and career development planning of the staff. Provides coaching and mentoring for staff to assist them in reaching their development goals.

Manage personnel schedules, approves PTO requests for the production support team and ensures staffing is maintained to provide adequate coverage.

I participate in software and system performance analysis and tuning, service capacity planning and demand forecasting.

Manage the availability, scalability, security and performance of our platforms and applications.

Assist with vulnerability scan and remediate using McAfee

Member of the Change Control Board – ensure CR properly filled out, reviewed, assess and implement

Responsible for ensuring that the service availability of all servers (UNIX and Windows) meets or exceeds the current business needs.

Managing application certificates and data transfers

Utilizes my knowledge of system operations, connected services, information technology controls and industry best practices to influence and innovate operational approaches and solutions.

Help develop and drive incident management processing for communicating with the stakeholders

Provides ongoing technical and leadership expertise to the UNIX and Windows team in supporting the data center, including growth, scalability and SAN requirements

Gauge the effectiveness and efficiency of existing systems; develop and implement strategies for improving or further leveraging systems

Ensure that Service Level Agreements and customer expectations are met

SAN Administrator

SAN provisioning, fiber channel directors and masking

Manage and administer an EMC Symmetrix DMX1000, configure RAID group, LUN mapping and presentation to the servers, SRDF

SAN Brocade switch setup and management; configuration and zoning; HBA configuration and maintenance

Experience and familiarity with Navisphere, ECC and SYMCLI used to manage SRDF

Solid working knowledge of RAID concepts: striping, caching, parity, failure & recovery, redundancy, and performance

Familiarity with SRDF, Timefinder, BCV, Clone, Snapshots, Replication, Power Path, and DMP technology

ITT Educational Services Inc., Carmel, IN 11/2006 – 02/2009

Senior UNIX System Administrator

Collaborate with network staff to ensure smooth and reliable operation of software and systems for fulfilling business objectives and processes

Provide research on software and systems products to aid in recommendations for technology improvements

Analyze vulnerability assessments and make recommendations.

Implemented server intrusion detection

Gauge the effectiveness and efficiency of existing systems; develop and implement strategies for improving or further leveraging systems

Monitor and manage the center’s technology infrastructure for optimal business performance and high availability

Perform installations, upgrades, maintenance and configuration task for SUN Solaris and Veritas NetBackup

Manage and administer a SUN Storage Tek 6130 SAN and EMC Clariion, configure RAID group, LUN mapping and presentation to the servers.

Successfully installed and upgrade VERITAS NetBackup software from version 4.5 to 6.5.3

Successful configure and implemented the move of data over to EMC SAN Clariion CX-380

Plan, design, develop and install new servers, as well consolidate and re-use old servers

Configure and implement VMware ESX-3.5 with Direct-Attached Storage for the file systems and databases

Tek Systems (Eli Lilly), Indianapolis, IN 05/2006 – 11/2006

(Consultant) UNIX System Administrator

Worked closely with developers and a variety of end users to ensure technical compatibility and user satisfaction

Managed and maintained a high availability enterprise environment for Eli Lilly manufacturing systems using SUN Solaris and HP-UX

Used Remedy software system to process production and user change requests and troubleshoot hardware and operating system issues

Worked with senior leaders across IT and business system teams to gauge the effectiveness of compliance with respect to FDA regulations

H & R Block, Kansas City, MO 03/2000 – 04/2006

UNIX System / Security Administrator

Technical lead on software and application installs and upgrades

Served as project lead on software evaluation and implementation for such products as SAS, Identity Management, Veritas NetBackup, and HP Omni Back

Worked with internal staff on development and conducting training with internal/external groups to establish internal controls for SOX compliance

Assist IT Staff in Internal Control Assessments for Sarbanes-Oxley, perform internal audits and IT controls to ensure conformity with processes

Champion security and compliance awareness and initiatives to ensure they are applied and address throughout the organization by providing security training to the business units

Analyzes vulnerability assessments and make recommendations; perform corrective actions

Conduct vulnerability and risk management analysis using nCircle IP360 and Topology Risk Analyzer

Designed and performed server and security audits, system backup procedures, recovery processes, and service level agreement

Assisted in the selection and installation of the computer system by providing technical advice and support

Monitored and managed the infrastructure (HP-UX, SUN Solaris and Linux) for optimal performance

Contact this candidate