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Information Technology Support Engineer
Network Administrator • System Administrator • VoIP Engineer • Customer Support Engineer • Field Technician Engineer • IA Analyst • Wireless Network Administrator
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Experienced Information Technology Engineer with over 10 years of overall experience, providing technical support for Small, Medium and Enterprise Networks. Skilled in diagnosing, troubleshooting and resolving client issues with hardware, software, installations and upgrades. Experienced in call center operations providing service by communicating effectively with technical and non-technical staff. Team lead experience for the Help-desk Support and IT Security groups. Highly personable and self-motivated professional with the versatility to work among diverse groups and handle complex problems effectively.
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Professional Experience
Vectrus, Inc., Camp Arifjan Kuwait
VOIP Engineer/Network Administrator November 2013-Present
As a VoIP Engineer & Network Administrator for the OMDAC-SWACA Program, responsible to manage, configure and maintain an Enterprise-class Army Network. Able to attack any problem that arises in a logical manner. This includes the gathering of all pertinent information about the problem and knowing which related work centers or sites should be involved. Knowledge of subnetting, switching and Cisco IOS. Poses a solid background and knowledge in network security procedures, to include the ability to identify intrusion (monitoring devices), report attempts and prevent further access by unauthorized personnel.
• CUCM management and administration.
• Maintain Network Availability and ensure regular maintenance on equipment’s.
• Individual will be responsible for maintaining and operating switches and routers.
• Monitor availability and reliability of LAN/WAN circuits.
• Analyze and report outages and corrective actions to Theater Network Operations Center.
• VLAN administration
• Routing, Firewall and ACL administration.
• DHCP and Print Server Administration
• Use Cisco Works to manage and administer the network.
• Plan network development and expansion as needed.
• Coordination of planned upgrades, outages, and ASI’s with internal and external agencies.
Vectrus, Inc., Camp Arifjan Kuwait
Computer Network Support Specialist October 2012-November 2013
• Full IT support for Eight (8) different countries (Military bases on Middle East) and acting as regional Operations center.
• Primary support and interface with site Information Management Officers (IMO) to ensure all Service Desk resources are utilized in the most efficient manner.
• Assisting the IMO’s with the daily functions of computer, networks and software management for the sites and end users.
• Immediate response to all walk in customers. Person to person interaction involves troubleshooting, information exchange, help with ticket submission, CAC Card login/authentication issues into NIPR Active Directory and Enterprise e-mail accounts.
• Telephone customer support for incoming and follow up calls used for the purpose of initial troubleshooting of customer issues.
• Utilizes Remedy call management software and other tools to log and manage Remedy trouble tickets.
• Support on Unclassified, Classified, Centrixs Networks and Assistance on Classified spillage incidents.
• Creates logon and email accounts using MS Exchange Server, Active Directory and Enterprise E-mail accounts through DISA.
• User account creations using Automation Tool (HAT), Print Queue Management, and CAC enabled Digital Centers and CISCO VMPS Administration.
• Assistance on daily bases for Military, Civilians and Contractors regarding their profiles on Mil Connect, and activating PIV Certificates on CAC Cards for Dual Persona profiles through RAPIDS.
The Experts Inc. / HP, Ramstein Air Force Base, Germany
Computer Network Administrator and Information Assurance Support May 2012-Aug 2012
Employed by The Experts Inc. as a contractor for the Medical Help Desk Support at the Ramstein Air Force Base. Supporting
over 3000 users at Air Force bases throughout the Europe. HQ USAFE Surgeon General’s Office System Administrator.
• Help Desk Administrator for the MCHD (Medical Consolidated Help Desk).
• Provide Level 1 and 2 supports for all incoming calls.
• Provide phone and remote support for all the calls on day-to-day bases.
• Domain account reset’s and Outlook profile setups.
• Updated customer’s computers remotely (TCNO’s) on the daily bases.
• Support for all the local and networked printers.
• Recovery and publishing of the DoD CAC PKI Certificates.
• Support for the CHCS/AHLTA medical software.
• Managing user rights on the mapped drives, folders and SharePoint.
• Administrator and user account resets/unlocks on Active Directory environment through DRA.
ARMA-GLOBAL/Dyncorp Intl., Kabul, Afghanistan
Assistant Material Control Automation System Manager /IT SME December 2011-March 2012
As part of the NTM-A/ CSTC-A CJ4, I assisted on developing, fielding, training, and transition of an automated backbone for material management using CoreIMS EE as an inventory management system. The depth of effort and training started from the locations at the FSDs and moved up through the Afghan National Army depots, management centers, and aviation ground support inventory systems.
• Provided site surveys for new installations requirements updated NTM-A/CSTC-A CJ4 on the progress of the installations.
• Trained ANA personnel to do the same through their chain of command.
• Created and configured Bugzilla help desk trouble ticketing system to be used by ANA, Afghan MoD (Ministry if Defense) and MoI (Ministry of Interior).
• Ensured the systems at all system locations throughout Afghanistan are established and provide priorities with roadmap for future system fielding and upgrades.
The Experts Inc. / DynCorp Intl., Kabul, Afghanistan
Customer Support Engineer/IT & COMMS Lead April 2010-August 2011
I performed a multifunctional role of an IT, VSAT and Radio Communications support for MCTF (Major Crimes Task Force) in Camp Falcon, Kabul AFG. Provided 24/7 support for the staff of the camp including the government agencies as FBI, US Marshals, US Army CID, US Department of State, and S.O.C.A (Serious Organized Crime Agency).
• Performed all levels of support for end users with Windows/MAC operating systems and network troubleshooting.
• Configuration and troubleshooting of Cisco 2950 Switches, Windows 2008 and Linux Servers.
• Configure end-user computers, tablets and smart phoned to access and support the organization’s LAN, and Internet.
• Installed, configured and managed networked printers throughout the base.
• Support of Internet system or a segment of network systems, maintained network hardware and network availability.
• Planning, installations and monitoring of the Cisco wireless AP-s throughout the base.
• VSAT installations, maintenance and monitoring for the entire camp.
LTI LLC/ Northrop Grumman Corp., New York
NOC Support/Commissioning Group Lead June 2008-December 2008
Employed as a consultant for this project (NYC Wireless), I was promoted to the Commissioning team lead, responsible for the RAN (Radio Access Network) sites configuration and integration. Remotely configured and monitored equipment (Cisco Routers and Switches, Wireless antennas, Mobile Cell’s, GPS equipment and UPS-s) on all sites.
• Microwave backhaul and integration.
• Element Manager (IPW/Next Wave) wireless monitoring tool and support.
• HP Open view monitoring and support.
• Maintained Remedy trouble ticketing system.
• Tier 1 and 2 support.
B&NA / Citigroup Inc., New York
IA/Security Analyst Team Lead June 2006-February 2008
Employed for global implementation of a new company-wide smart-card based encryption schema for use in all of the storage devices utilized through the organization (SAN, Clusters, NAS, Backup devices, etc). This included all administrative and technical duties (such as network design, user and security key management, appliance image creations, etc), required clearance, and adherence to all corporate policies and procedures with respect to internal security.
• Team leader for one of the deployment teams.
• Worked with multiple groups across the globe to roll out, troubleshoot and implement the solution.
• Completed the deployment of over 600 DECRU security appliances globally ahead of a hard deadline by over 60 days.
• Administration and tier 2 support of DECRU appliances, encryption data forts.
• Entrust, VeriSign, Secure FTP and Citi SFT account administration and support.
HP-TCML / Department of Education of NYC, New York
Help Desk Administrator Team Lead June 2005-June 2006
Employed by HP/TCML as a contractor for a project with Department of Education of New York. Supported 6 million children attending the school system and up to 100,000 teachers and administrators who relied on the Help Desk for technical assistance.
• Team leader for the group of 30 help desk analysts.
• Tier 1 & 2 phone support for the Call Centre for New York City public schools.
• Support for access to network servers, 3270 Mainframe Sessions, file sharing, networked and local printers/scanners.
• Support for e-mail, network, software and hardware for PC and MAC.
• Maintenance of the Magic/Remedy trouble-ticketing system.
• Responsible for asset and configuration management team furnished by DOE, Dell and Apple to New York public schools.
Onforce.com, New York
Field Technician Engineer/OnfocePRO May 2004-December 2008
As an independent consultant/preferred Field technician for CompUSA, Hewlett Packard, Dell and many more companies, I covered ‘In warranty ‘customers throughout the five boroughs of New York.
• Installations and troubleshooting, for desktops and laptops of different brand names.
• Windows 2003/2008 server configuration and troubleshooting.
• Ethernet cabling, network building and troubleshooting of Small and Medium size business.
• Setup and troubleshooting of wireless routers/access points and networks.
• Setup and troubleshooting of local and networked printers.
Education and Training
MS in Information Security & Assurance: WGU (Western Governors University) - Ongoing
BS in Information Technology: Security Emphasis – WGU (Western Governors University) - Graduated 07/2014
AAS in Networking Technology – TCI College of Technology of New York – Graduated 08/2005
Cisco ICND 1 & 2 – US Army/Skill Port.
CISSP – US Army/Skill Port & Federal Virtual Training Environment (FedVTE).
SSCP ISC² - Systems Security Certified Practitioner - Federal Virtual Training Environment (FedVTE).
C|EH v7 - EC Council Certified Ethical Hacker v.7 - US Army/Skill Port.
C|HFI v8 – EC Council Computer Hacking Forensic Investigation.
CIPT 1 - Implementing Cisco Unified Communications Manager part 1 - US Military ARCENT Signal University.
CCNA Voice - Introducing Cisco Voice and Unified Communications Administration - US Military ARCENT Signal University.
CCNA Security – US Army/Skill Port.
Certifications
CISCO: CCNP Voice, CCNA R & S, and CCNA SECURITY.
MICROSOFT: MCTS Windows 8 Configuration, Vista, MCP, and MCDST.
COMPTIA: CASP, Project+, A+, Network+, Security+, and Server+.
ISC²: SSCP - Systems Security Certified Practitioner.
EC COUNCIL: CEH, CNDA, and ECSA.
CWNP: CWNA – Certified Wireless Network Administrator.
EXIN: ITIL Foundation in IT Service Management 2011 Certified and Info. Security Foundation based on ISO/IEC 27002.
VMware: VCAD510 (Certified Associate on vSphere) and VCAC510 (Certified Associate on Cloud).
CIW: Web Security Professional.