System Administrator

• Nov 2022 - Present

IT Field Support Technician (Public Trust Clearance)

• Oct 2020 - Nov 2022

• Operate as one of the primary points of contact for various information technology needs in the Mid-Atlantic area supporting sites for federal officers, agriculture specialists, and other professional staff within U.S. Customs and Border Protection (CBP). • Mitigate network degradation and outages by coordinating with the Network Operations Center and various Internet Service Providers to restore services promptly. • Manage the installation, configuration, and integration of all security patches, updates, and upgrades to ensure the security and integrity of all network systems and applications.• Manage the installation and troubleshooting of landline phones and maintain Avaya phone system.• Maintain and troubleshoot kiosks designated for the Global Entry program at multiple sites.• Manage Active Directory permissions and security groups for workstations and user accounts.• Build and configure laptops, tablets and mobile devices (Android and iOS within AirWatch) to ensure compliance with government security protocols.• Assist in coordinating and executing an annual survey and audit on all installed IT systems or networks to help mitigate any known risks and vulnerabilities.• Install and configure printers and scanners on workstations with proper network drives.• Consult with customers to resolve daily hardware and software problems.• Monitor and update ServiceNow ticketing system detailing troubleshooting steps and resolutions to minimize system downtime.• Coordinate with the Network Operations Center to schedule and integrate changes to a new or existing network infrastructure with an approved network service request.• Complete an annual inventory assessment and retire outdated hardware, software, and third-party mobile applications that do not reflect the approved Technical Reference Model repository. Show less

Tier II IT Specialist (Public Trust Clearance)

• Sep 2019 - Jul 2020

• Served as a point of contact providing Tier 2 technical support for U.S. Customs and Border Protection (CBP).• Maintained mobile device setup and troubleshooting for Android, iOS and Sonim devices within AirWatch.• Ensured customer device compliance with system updates and password policies.• Provided troubleshooting for VPN connectivity incidents – Workplace as a Service (WPaaS), Cisco AnyConnect, Palo Alto Global Protect.• Tracked and updated Tier 2 knowledge bases and system work logs with troubleshooting steps to minimize and resolve downtime for future incidents. • Provided configuration and troubleshooting of email accounts within Outlook.• Conferred with Tier 3 support teams to identify and recommend solutions to enhance customer productivity.• Provided troubleshooting for approved software and hardware within the agency. • Coordinated escalations to appropriate troubleshooting groups as needed.• Monitored and updated the BMC Remedy ticketing system detailing troubleshooting steps and resolutions to minimize system downtime. Show less

Tier I IT Specialist (Public Trust Clearance)

• Oct 2016 - Sep 2019

• Supported Department of Homeland Security (DHS) users stationed across the world assisting with account issues, passwords lockouts, configuring account exemptions, PIV/CAC card credentials and many more.• Utilized multiple tools and systems such as BMC Remedy, ACE Secure Data Portal, ADEX, Bitlocker and Active Directory.• Used Avaya telephone system to answer, transfer, and conference in efforts to connect the appropriate level of support to the customer.• Provide training to new help desk specialists according to the company's policies and requirements.JOINT ACTIVITIES & ACCOUNTABILITY CENTER (JAAC)• Served as the point of contact for all U.S. Customs and Border Protection (CBP) sites in escalating all system outages to appropriate troubleshooting groups.• Served as the point of contact for the Technology Service Desk when required in management absence.• Tracked and updated knowledge bases and system work logs with troubleshooting steps to minimize and resolve downtime for future incidents.• Monitored application services using various dashboard portal tools and reported on real-time system performance to subject matter experts for any potential outages.• Monitored and updated the BMC Remedy ticketing system detailing troubleshooting steps and resolutions to minimize system downtime.• Coordinated bridge calls with Subject Matter Experts on escalated incident/outages.TRAINING INSTRUCTOR• Created new hire curriculum for overview and introduction of the Tier 1 environment and duties to be performed.• Provided classroom and hands on instruction to new hire specialists per created curriculum to cover all applications, troubleshooting techniques and platforms used by the TSD. Show less