Technical Analyst

• Jun 2022 - Present

Technical Support Technician

• Oct 2021 - Jun 2022

System Engineer

• Jan 2018 - Oct 2018

System Administrator | Network Engineeer | IT Security | Microsoft Administrator

• Aug 2017 - Nov 2017

Currently taking courses in IT Security and working to obtain Certifications. Certified Ethical Hacker - Class taken, Certified Cisco CCNA Routing and Switching - Class Taken, Test Pending Cisco CCNA Security - Waiting to take course Security + CE - Class Taken, Certified CISSP - Class Taken, test pending CHFI - Class Taken CASP - Waiting to take course Currently taking courses in IT Security and working to obtain Certifications. Certified Ethical Hacker - Class taken, Certified Cisco CCNA Routing and Switching - Class Taken, Test Pending Cisco CCNA Security - Waiting to take course Security + CE - Class Taken, Certified CISSP - Class Taken, test pending CHFI - Class Taken CASP - Waiting to take course

System Administrator

• May 2017 - Aug 2017

The company is an Managed Service platform (MSP) • Provide remote and onsite desktop, laptop, server and network problem management and resolution services to customers and end-users via company communications. • Identify, document, prioritize, troubleshoot and escalate service requests per company problem management and resolution processes and SLAs. • Maintained company standards for customer satisfaction utilization and compliance policies. • Worked on a mixed environment of Windows servers that consisted Server 2008, server 2012, and Server 2016. • Used remote tools Solar winds (N-Central) for remote support for all Clients. We used ScreenConnect as a bacup solution. • Conducted Weekly Backups for all company clients both locally using a BDR (StorageCraft) and through a Cloud Solution Intronis. • Rebuilt and deployed 30 Workstations with Windows 7/ Windows 10 and 5 new servers. • Conducted 4 Windows Server project upgrades from Windows Server 2008 to Windows server 2016. • Assisted on 2 email deployments from Exchange 2010 to Microsoft Office 365. • Performed Administrative duties as a Microsoft Partner in Office 365 that include adding and removing users, assigning user licenses, creating shared mailboxes, creating distribution groups, creating office 365 relays. • Maintained Servers that are in virtual environments such as Hyper-V. • Maintained VOIP systems such as Freedom voice, Jive, and Bluline. • Provided onsite support in desktops as well as Servers. Drove out to multiple clients to install new equipment.

Heldpesk Technician

• Aug 2015 - Apr 2017

• Successfully completed over 9000 first call resolution Helpdesk tickets since August 2015. • Since I was hired, the dropped call rate decreased significantly from 30% to 11%. • Used SCCM to apply software updates and software releases. Remotely accessed company computers and assisted users with issues that have affected their job performance. • Used remote desktop connection and Active Directory daily along with Group Policy. • Trained 11 Service desk employees to be able to assist on over 100 applications that the company supports. • Created a training documentation platform using Microsoft OneNote as a central location to assist troubleshooting efforts. • Provided helpdesk support with a Microsoft office 365 project that transitioned over 23,000 company mailboxes to the cloud.

Helpdesk Technician

• Dec 2013 - Jun 2015

• Successfully completed over 2500 Windows 7 desktop support cases since December 2013 • Promoted to Level 3 tiered group within six months of joining the company. • I had an 87% first call resolution rate with assisting students and instructors. • I performed supervisory tasks such as speaking to customers who need extra assistance. • Successfully completed over 2500 Windows 7 desktop support cases since December 2013 • Promoted to Level 3 tiered group within six months of joining the company. • I had an 87% first call resolution rate with assisting students and instructors. • I performed supervisory tasks such as speaking to customers who need extra assistance.

System Administrator/ Helpdesk Lead

• Jun 2013 - Nov 2013

• Managed a team of 3 help desk technicians. • Provided Technical support for over 500 workstations. • Managed and Maintained over 100 servers across 3 domains. • Managed and maintained a Ticketing System called OTRS. Closed nearly 50-75 tickets Daily. • Operated with Windows XP and windows 7, Windows Server 2003, Windows Server 2008. • Experience with VMware VSphere 5.0 • Managed a team of 3 help desk technicians. • Provided Technical support for over 500 workstations. • Managed and Maintained over 100 servers across 3 domains. • Managed and maintained a Ticketing System called OTRS. Closed nearly 50-75 tickets Daily. • Operated with Windows XP and windows 7, Windows Server 2003, Windows Server 2008. • Experience with VMware VSphere 5.0

System Administrator

• Jun 2012 - Nov 2012

• Maintained the integrity and security of 45 servers with a network infrastructure of over 500 workstations and users. • Provided technical support for Navy ships personnel in need of software updates, patching, and replacement of servers according to DOD standards. • Installation, implementation and configuration of DOD Compose Application on USNS supply ships. • Used HP G7 servers to Install Windows Server 2003. • Implemented and maintained Exchange Server with over 400 configurations to specific DOD specifications. • Used VMware to provide quality assurance spot checks for test development projects of specific setups. • Maintain operational availability and scalability over inter-networking devices. • Maintained Print Server operations.

System Administrator (Contractor)

• Jan 2012 - Jun 2012

• Provided server configuration and migration from one small DOD network to a Major DOD network. • Decommissioned non-viable out dated Servers. • Migrated Windows Server 2003 platforms to Windows Server 2008 R2. • Migrated over 500 workstations from windows xp clients to Windows 7. • Supported VMWare Vsphere 5 V Center Server. • Supported 35 Virtual Servers with Windows Server 2003 O.S. • Provided technical assistance for Operating Systems, Security Administration, and Quality Assurance. • Responsible for utilizing ticketing application for all support calls.

Network Engineer/LAN Administrator

• Jul 2010 - Jan 2012

• Lead admin working with a team of 6 to maintain a multi-server environment. • Support ships Network Operations Center email and web services. • Provided classified and unclassified voice, messaging, data, and video to ships, submarines, aircraft, and ground forces worldwide via DOD Networks NIPRNET, SIPRNET, JWICS, and CENTRIXS. • Familiar with Whatsup Gold utilities which held multiple network devices. • Maintained networks that were comprised as ADMS, ADNS INC II and ADNS INC III. • Maintained DNS Mail Servers that process over 500,000 emails daily to ships and mobile units. • Performed daily backups and disaster recovery operations Using MacAfee backup software. • Manage over 400 DNS Records. Extensive experience with DNS. • Worked with Active Directory daily. Managed Group Policy Settings. • Supervised and trained personnel with a demonstrated ability to multi-task in a demanding fast paced environment. • Monitored the operational proficiency and Information Security Policies of four network system enclaves comprised of unclassified, Secret, NATO Secret and Top Secret/SCI Networks. • Strong understanding of US Navy shipboard network LAN topology and the ability to troubleshoot connectivity and configuration issues to include sidewinder G2 firewalls , Cisco routers, switches, and TACLANE network encryption devices.

Information Systems Technician Second Class

• Jul 2006 - Jan 2012

Combined Enterprise Regional Information Exchange System Network Administrator (CENTRIXS) • Responsible for maintaining 7 different enclaves; to include 28 workstations, 21 taclanes, 14 routers, 14 exchange servers, and 7 firewalls • Implemented and managed over 400 DNS records. • Made changes to ships router configurations such as access lists, CISCO IOS-tunneling, and OSPF statements. • Maintained daily logs with status checks every 4 hours Combined Enterprise Regional Information Exchange System Network Administrator (CENTRIXS) • Responsible for maintaining 7 different enclaves; to include 28 workstations, 21 taclanes, 14 routers, 14 exchange servers, and 7 firewalls • Implemented and managed over 400 DNS records. • Made changes to ships router configurations such as access lists, CISCO IOS-tunneling, and OSPF statements. • Maintained daily logs with status checks every 4 hours

Network Engineer/Systems Administrator

• Jul 2006 - Jul 2010

• Responsible for administering and maintaining a network structure consisting of 5 LANs, 55 servers, 2500 workstations, and 4000 user accounts. • Maintained and implemented operating system upgrades and security patches. • Performed backups daily and data recovery as needed. • Resolved over 2,100 trouble calls in one year increasing the ticket response time by 80%. • Lauded for expert and professional customer interaction. • Supervised and trained 20 personnel as system administrators for this ship.