branch chief dod services windows support division resume example with 20+ years of experience
JessicaClaire
Montgomery Street, San Francisco, CA94105609 Johnson Ave., 49204, Tulsa, OK
Home: (555) 432-1000
Cell:
resumesample@example.com
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Professional Summary
Permanent Award-winning customer support professional who has advanced quickly in all positions. Motivated to perform at peak levels and meet company goals. lwith technical and troubleshooting repair expertise. Team player who is flexible, reliable and adaptable to dynamic environments. [Job Title] proficient in supporting hardware and software issues for [Computer System]. Specializes in troubleshooting [Product type] and [Product type]. Seasoned [Job Title] with more than [number] years in customer service and technical troubleshooting. Energetic [Job Title] who provides the experience and critical thinking necessary to successfully facilitate client relations. Technical Customer Service Specialist with the capacity to quickly learn and synthesize new networking technologies.
Skills
Customer service expert
Analytical and critical thinker
Fast learner
Skilled multi-tasker
Knowledgeable in Mac systems
Work History
Branch Chief, DoD Services Windows Support Division, 03/2013 to Current Leidos Holdings Inc. – Salem, OR, United States
Supervise an effective skilled team of government contractors, civilian Technical Leads, Window System Administrators and local PC support.
Plan, Organize, Direct, and Monitor daily activities of assigned personnel and projects ensuring the successful systems implementation, maintenance, and support of assigned workloads.
Coordinate policies and procedures for branch operations ensuring optimization and compliance with standards and regulations.
Developed and documented Technical Lead and System Administrator responsibilities for the Technical Support Divisions.
Provide advanced technical support and guidance to staff and project managers, ensuring smooth transitions and implementations occur on all assigned projects.
Interface directly with headquarters, program managers, vendors, and support personnel to identify and resolve performance and functional issues with problematic applications.
Review the design and execution of Letter Estimates for implementation of new service workload meet the technical solutions and desired goals for customers comply with the ESD Catalog of Services.
Provide system analysis to Level 3 Engineering (ES5) in virtual operating system performance measurement.
Review data to evaluate resource allocation to optimize availability and ensured Service Level Agreements were met.
Collaborate with Business Service Management (ES1) in proper code assignment for labor and asset tracking that showed the branches exceeded established system administrator to operating environment ratios.
Uniquely familiar with the entire operating environment lifecycle from the request, to the delivery of capacity, and further to the completion of the decommissioning process.
Ensure our branch meets or exceeds Information Assurance mandated deadlines by coordinating with customers and determining and communicating priorities to the branch staff.
Encourage technical staff to use analytical approaches to solving problems, finding solutions, and saving money.
Motivate staff to enable the branch to continually exceed headquarters benchmarks for efficiency while maintaining a demanding pace of implementing new workload and preserving high levels of Information Assurance.
Utilized Information Technology Infrastructure Library (ITIL) best practices daily for Incident, Problem, Change, Release, Availability, Configuration Management, and Customer Relationship processes as implemented by the organization for a technical support branch.
Monitor Incidents and Problem Management for the branch by evaluating tickets, reviewing trending, and attended daily briefings.
Execute Change, Release, and Configuration Management process flow. By using these methods, the branch was able to efficiently provide resolution to problematic critical issues.
Apply ITIL framework to develop policy and support mission critical applications.
Daily interface with service desk personnel to provide timely and accurate information for critical incidents.
Analyze, research, and provide feedback on problematic customer workloads to senior management staff.
Track issues, problems, and incidents to research trends and patterns and as a source of information for troubleshooting.
Utilize asset data management to track configuration and change management data of customer hardware and software.
Utilize multiple application metric program tools to manage and track system and application performance to identify new requirements and optimization.
Review current skill sets to ensure technical staff are highly trained and proficient in a wide range of information technology disciplines.
Ensure technical specialists receive training to maximize employee potential.
Oversee, review, plan, direct, coordinate, and implement policies and procedures for the branch with more than 500 globally dispersed servers.
Gather, organize, evaluate, and present executive summaries of technical information about the mission and information system projects to senior management, peers, and customers.
Directly interface with customers to foster good relationships, interpret customer requirements, and address concerns they may have.
Assist customers in diagnosing, troubleshooting, and resolving reported incidents as well as identifying and specifying functional and system requirements, and developing project plans to satisfy customer needs while ensuring compliance with all applicable Department of Defense security requirement Supervisor.
Solaris Unix Technical Lead, 09/2011 to 03/2013 Leidos Holdings Inc. – Santa Cruz, CA, United States
Oversaw and maintained the management of the Solaris implementation and sustainment environment for 500+ server platforms.
My management abilities and motivation for success were influential in DECC Oklahoma City Solaris managed systems migration onto a enterprise solution for new capacity services managed and operational hardware platform as a guide for other DECC's in the enterprise to follow.
Field Commercial Off-The-Shelf (COTS) systems management toolsets in a method that has provided systems, database, network, and helpdesk personnel with the ability to diagnose and maintain availability and functionality of systems and the applications they support.
Established standards and criteria for determining system performance, availability, capacity, and system configuration problems.
Used sound configuration management techniques to maintain stability and life- cycle management of systems.
Analyzed metrics to determine performance trend analysis and capacity planning.
Made recommendations to systems administrators concerning proposed system changes indicated by the ESM toolset.
Evaluated and recommended acquisition of new systems diagnostic tools.
Used technologically advanced toolsets to facilitate problem resolution techniques with customer production processing requirements.
Maintained strict system security and information assurance standards according to DISA Security Technical Implementation Guide (STIG) and Cybercom requirements.
Worked closely with management to identify monitoring applications for systems integration candidates.
Monitored system performance and determined necessary software and hardware configuration changes and upgrades.
Performed software installations including operating systems and applications as required.
Ensured server and application performance and integrity were maintained by reviewing audit files, examining system logs, monitoring processes, I/O rates, disk space requirements, and other system resources.
Reallocated resources as required to optimize system performance.
Used an array of diagnostic tools and monitors to analyze complex systems failures to isolate problem causes and determine solutions.
Linux Systems Administrator, 03/2010 to 10/2011 Defense Information Systems Agency – City, STATE, United States
Series: 2210 Pay Plan: GS Grade: 12 Salary: 73,396.00 USD Per Year Hours per week: 45 This is a federal job Responsible for effective, economical, and advanced technical management of customer computing requirements for assigned systems and applications.
Projects managed directed, or otherwise undertaken are large-scale in scope with technical authority over a wide range of Information Technology (IT) disciplines, systems, and applications.
Develop, interpret, plan and apply policy, process, procedure and strategy in the delivery of multi-discipline IT services required to achieve data and system integration/interoperability for assigned systems and applications.
Provide expert technical guidance, interpretation, and implementation oversight of applicable information security policies, processes, and practices to ensure continued operational availability and integrity of enterprise applications, systems, networks, and data.
Apply expert technical knowledge and skill - to include server operating system architectures, standards, and configurations; system administration, integration and interoperability processes and procedures; software design principles and methodologies; problem diagnostic techniques and toolsets; system performance metrics, monitoring, and tuning concepts and practices - to resolve complex operational problems and ensure highly reliable, available, and responsive server processing environments.
Prepare and present cogent and cohesive analyses and briefings advising DoD and DISA management leadership on new technological developments, techniques, and enhancements that result in increased time and cost efficiencies.
Perform or direct a group of IT specialists in the performance of duties and functions identified in the following paragraphs.
Develop and implements systems diagnostic and maintenance tools to ensure the availability and functionality of systems required to support organizational objectives.
Develop standards and criteria for assessing server performance, availability, capacity or configuration problems.
Develop procedures for responding to new threats to systems to ensure confidentiality, integrity and availability Serve as a senior Linux UNIX systems administrator, install upgrades, monitor server performance, and recover data in the event of hardware or software failure for Red Hat Linux, and CentOS Linux.
Develop and implement system diagnostic, knowledge of systems integration, network systems functionalities, evaluation methods, and procedures for Red Hat Linux, CentOS Linux, and UNIX servers.
Experience in project management principles sufficient to maintain, plan, and coordinate information technology functions within a server environment.
Provide Red Hat Linux, CentOS Linux, and FreeBDS UNIX support to the Defense Information Systems Agency (DISA) organization in the installation, configuration, troubleshooting and maintenance of hardware and software to ensure the availability and functionality of information systems in a server environment.
Supervisor: Bryon Carlson ((844) 347-2457) Okay to contact this Supervisor: Yes.
Linux Systems Administrator, 01/2009 to 02/2010 Valdez International Corporation – City, STATE, United States
Serve as a senior Linux UNIX systems administrator, install upgrades, configure commercial off-the-shelf (COTS) application and software/hardware enhancement products on Red Hat Linux , monitor server performance, and recover data in the event of hardware or software failure for Red Hat Linux, CentOS Linux, and FreeBDS UNIX servers.
Develop and implement system diagnostic, knowledge of systems integration, network systems functionalities, evaluation methods, and procedures for Red Hat Linux, CentOS Linux, and FreeBDS UNIX servers.
Experience in project management principles sufficient to maintain, plan, and coordinate information technology functions within a server environment.
Provide Red Hat Linux, CentOS Linux, and FreeBDS UNIX support to the Defense Information Systems Agency (DISA) organization in the installation, configuration, troubleshooting and maintenance of hardware and software to ensure the availability and functionality of information systems in a server environment.
Develop and implement Red Hat Linux, CentOS Linux, and FreeBDS UNIX systems diagnostic and maintenance tools to ensure the availability and functionality of systems required to support organizational objectives.
Develop procedures for responding to new threats to Red Hat Linux, CentOS Linux, and FreeBDS UNIX systems to ensure confidentiality, integrity, performance, availability, capacity, or configuration problems.
Reallocate resources; optimize system performance and recommends additional components to improve overall performance for Red Hat Linux, CentOS Linux, and FreeBDS UNIX servers.
Evaluate and recommend selection of new systems diagnostic tools for Red Hat Linux, CentOS Linux, and FreeBDS UNIX servers.
Manage the installation of software and hardware, updates, and enhancements for SSH, Apache Web server, Apache Tomcat, ESX, and Red Hat Directory Server on Red Hat Linux, CentOS Linux, and FreeBDS UNIX servers.
Securing Linux/Unix servers in accordance with DISA standards using the STIG (Security Technical Implementation Guides).
Identify and mitigate security vulnerabilities and risks.
This includes implementation of DoD Security guidelines and safeguards, processing Information Assurance Vulnerability Alerts (IAVA)s, Vulnerability Management System (VMS), interacting with assigned Information Assurance Officers (IAO), remote administration and monitoring for performance and security using Enterprise Systems Management (ESM) architecture over Out of Band (OOB) Virtual Private Networks.
Specialized experience with Red Hat Linux, FreeBSD Unix, and CentOS , VMware, ESX , Tivoli, SSH, Apache Web server, Apache Tomcat, ESX, and Red Hat Directory Server, Enterprise Systems Management (ESM) architecture to include Tivoli, Formula, Sight-Scope, TMS, and Managed Objects for alerts, presentation of status, performance, application monitoring, network monitoring, and TMS Remedy.
Supervisor: Michelle Steele (XXX-733-1198) Okay to contact this Supervisor: Yes 45,000.00 USD Per Year Hours per week: 40 Tandem/HP Program Analyst I am responsible for the design, coding, and implementation of programs and perform system analysis functions.
I design structured programs.
I ensure the completeness and accuracy of developed systems and assists in the creation of system data and system test plans.
I interact with users regarding verification of detail specifications and/or test results.
I have programmed on the HP3000 MPE/xl and Tandem/Himalaya Non-Stop SQL/MP system.
I have done pathway application programming, and application development with use of Tandem Development Suite.
I have programming experience in Cobol, C++, HTML, and Visual Basic languages.
I have experience with UNIX operating systems as well as Microsoft.
I have database management experience with Oracle, MPE, and SQLCI utilities.
Cobol Application Programmer, 01/2000 to 01/2009 Hertz Corporation – City, STATE, United States
Serve as a senior Linux UNIX systems administrator, install upgrades, configure commercial off-the-shelf (COTS) application and software/hardware enhancement products on Red Hat Linux , monitor server performance, and recover data in the event of hardware or software failure for Red Hat Linux, CentOS Linux, and FreeBDS UNIX servers.
Develop and implement system diagnostic, knowledge of systems integration, network systems functionalities, evaluation methods, and procedures for Red Hat Linux, CentOS Linux, and FreeBDS UNIX servers.
Experience in project management principles sufficient to maintain, plan, and coordinate information technology functions within a server environment.
Provide Red Hat Linux, CentOS Linux, and FreeBDS UNIX support to the Defense Information Systems Agency (DISA) organization in the installation, configuration, troubleshooting and maintenance of hardware and software to ensure the availability and functionality of information systems in a server environment.
Develop and implement Red Hat Linux, CentOS Linux, and FreeBDS UNIX systems diagnostic and maintenance tools to ensure the availability and functionality of systems required to support organizational objectives.
Develop procedures for responding to new threats to Red Hat Linux, CentOS Linux, and FreeBDS UNIX systems to ensure confidentiality, integrity, performance, availability, capacity, or configuration problems.
Reallocate resources; optimize system performance and recommends additional components to improve overall performance for Red Hat Linux, CentOS Linux, and FreeBDS UNIX servers.
Evaluate and recommend selection of new systems diagnostic tools for Red Hat Linux, CentOS Linux, and FreeBDS UNIX servers.
Manage the installation of software and hardware, updates, and enhancements for SSH, Apache Web server, Apache Tomcat, ESX, and Red Hat Directory Server on Red Hat Linux, CentOS Linux, and FreeBDS UNIX servers.
Securing Linux/Unix servers in accordance with DISA standards using the STIG (Security Technical Implementation Guides).
Identify and mitigate security vulnerabilities and risks.
This includes implementation of DoD Security guidelines and safeguards, processing Information Assurance Vulnerability Alerts (IAVA)s, Vulnerability Management System (VMS), interacting with assigned Information Assurance Officers (IAO), remote administration and monitoring for performance and security using Enterprise Systems Management (ESM) architecture over Out of Band (OOB) Virtual Private Networks.
Specialized experience with Red Hat Linux, FreeBSD Unix, and CentOS , VMware, ESX , Tivoli, SSH, Apache Web server, Apache Tomcat, ESX, and Red Hat Directory Server, Enterprise Systems Management (ESM) architecture to include Tivoli, Formula, Sight-Scope, TMS, and Managed Objects for alerts, presentation of status, performance, application monitoring, network monitoring, and TMS Remedy.
Supervisor: Michelle Steele (XXX-733-1198) Okay to contact this Supervisor: Yes 45,000.00 USD Per Year Hours per week: 40 Tandem/HP Program Analyst I am responsible for the design, coding, and implementation of programs and perform system analysis functions.
I design structured programs.
I ensure the completeness and accuracy of developed systems and assists in the creation of system data and system test plans.
I interact with users regarding verification of detail specifications and/or test results.
I have programmed on the HP3000 MPE/xl and Tandem/Himalaya Non-Stop SQL/MP system.
I have done pathway application programming, and application development with use of Tandem Development Suite.
I have programming experience in Cobol, C++, HTML, and Visual Basic languages.
I have experience with UNIX operating systems as well as Microsoft.
I have database management experience with Oracle, MPE, and SQLCI utilities.
First Sergeant, 08/1996 to 02/2011 Oklahoma National Guard – City, STATE, United States
I have a TOP SECRET Military Clearance.
Responsible for providing sound advice to the Commander on a wide range of topics including the health, esprit de corps, discipline, mentoring, well-being, career progression, recognition, and professional development of all assigned enlisted members.
Responsible for the health, welfare, and morale of all enlisted soldiers of the unit.
Conducts a development program to mentor and train subordinate NCO's throughout their career.
Assists the commander in the development of training plans and objectives.
Leads, supervises, and participates in identifying and indicating location, strength, tactical deployment and emplacement of enemy units.
Responsible for perimeter defense of battery headquarters during field training exercises.
Fire Direction Specialist, 08/1990 to 08/1996 US ARMY – City, STATE, United States
Establish, maintain and operate communications systems.
Assist in the preparation of computer centers for operation.
Prepare field artillery tactical data systems for operation.
Determine target location using computers or manual calculations.
Assisting in the supervision of all fire control operations.
Performing computer operations, fire mission processing, fire plan schedules and database construction.
Initiating computer center operations.
Performing maintenance on section equipment.
Education
Bachelor's Degree: Computer Science , Expected in 12 1999 to Southwestern Oklahoma State University - Weatherford, OK GPA: GPA: 2.87 GPA: 4.00 GPA: 2.87 GPA: 4.00 Credits Earned: 130 Semester hours Major: Computer Science Major: Accounting
Certifications
CompTIA Security+ Certificate ITIL Foundation Certificate DISA System Administrator Level 2 Certificate CompTIA Security+ 2010 Training: DISA Aspiring Leaders 2009 DISA Leadership Development I & II 2010 Information Technology Infrastructure Library (ITIL) Foundation 2013 Army Advanced Non-Commissioned Officer's Academy 2003 Skill Name / Skill Level / Last Used/ Experience C++ / Beginner / 1 ,
Affiliations
National Guard Association of Oklahoma - Member
Enlisted Association of the National Guard of the - Member
Skills
year ago / 3 years Perl / Intermediate / Currently used / 5 years Unix / Intermediate / Currently used / 5 years Unix Shell Scripting / Intermediate / Currently used / 4 years COBOL / Expert / 4 years ago / 10 years HP3000 MPE/iX / Expert / 4 years ago / 5 years Microsoft Office / Expert / Currently used / 19 years MPE/XL Intrinsic / Intermediate / 4 years ago / 5 years SQL/PL / Intermediate / 4 years ago / 5 years Oracle / Intermediate / 4 years ago / 5 year Query / Intermediate / 4 years ago / 5 years SUPRTOOL / Intermediate / 4 years ago / 5 years Tandem Development Suite / Intermediate /4 years ago / 5 years Tandem Nonstop System / Intermediate
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Resume Overview
School Attended
Southwestern Oklahoma State University
Job Titles Held:
Branch Chief, DoD Services Windows Support Division