Alex Dixon Ssebalijja
Boston,United States
Summary
A seasoned IT and communications professional, I excel in deploying and managing advanced technology solutions, including Azure, Intune, and cybersecurity measures. With a proven track record at U.S. Air Force Reserve, I significantly enhanced operational efficiency and security. My expertise spans technical SME roles to hands-on field support, underscored by strong project management and consultative selling skills, ensuring a 95% resolution rate within stringent SLAs.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Radio Frequency Transmission and Engineer
U.S. Air Force Reserve
04.2021 - Current
- Operations of Ground Multiband terminal
- Transmission, Propagation, and Troubleshooting of RF equipment such as Modems, multiplexers, amplifiers, antennas, waveguides, RF radios, spectrum analyzers, and more
- Installation and maintenance of HF, PTP, PTMP communication devices utilizing state-of-the-art equipment
- Fundamental Knowledge of RF practices and communication implementations utilizing electronic technology
Site Lead and Technical SME CACI
Field Services (FS)
03.2024 - 12.2024
- Supported EITaaS Wave 1 FS operations at Hanscom AFB/CNC Facility.
- Swiftly responded to, organized, and performed contracted IT support functions, involving multiple complex and interrelated operational tasks and priorities, along with interfacing with senior government personnel.
- Acted as the CACI FS Technician and Site Lead, with oversight of EITaaS operations at Hanscom AFB, CNC, and HNIT facilities.
- Served as the single point of contact for day-to-day operational activities, providing technical support to all EITaaS Program Management Office (PMO) personnel.
- Delivered FS IT services, including hardware, software, troubleshooting, asset management, incident management, and escalation support.
- Installed and configured hardware and software components to standard COMSEC, OPSEC, and DLP.
- Repaired or replaced damaged hardware, and evaluated new IT devices to meet DOD DAF standards as per AFI.
- Provided support to users, serving as the first point of contact for end-user device issues.
- Assisted remote customer call-ins via Teams or phone with technical difficulties.
- Established strong working relationships with Hanscom PMO personnel and other DAF representatives, maintaining service delivery performance through Service Level Objectives (SLOs), and other key performance metrics.
- Delivered exceptional customer support and user experience, measured by SLOs.
- Established and maintained technical and operational reports to track task progress and oversee the completion of all tasks assigned to the EITaaS FS Hanscom Resolver Group.
- Worked collaboratively with internal stakeholders, like Cloud ONE, to meet client needs.
- Train and utilize ServiceNow for ticketing and maintaining accurate GFE inventory within the context of onboarding and offboarding employees and contractors.
Contractor, IT Manager and Support Engineer
Leidos/HUD
01.2023 - 02.2024
- Provide Tier 3 & 4 desktop user support
- Provide support for HUD's Baseline desktop (Windows 7 & Windows 10) and the Microsoft Office Suite
- Perform network printer/Multi-Function Device installs, upgrades, and problem diagnosis
- Install workstation software and hardware, both locally and via remote access
- Diagnose and resolve LAN configuration problems
- Evaluate and diagnose cabling, software, and hardware issues
- Install and support telecommunications hardware
- Demonstrate basic LAN troubleshooting skills and tools such as TCP/IP, Trace-route, NBSTAT, PING, or other duties as assigned
- Provide email user support
- Perform data backup and restoration tasks
- Offer technical support for webcast/video teleconferences
- Assist with security patches and software upgrade surge support
- Support technology upgrades, including both hardware and software
- Provide problem tracking support using CA ServiceDesk for end-user desktop/server support
- Conduct field office visits
- Perform root cause analysis
- Execute desktop/server decommissioning procedures
- Document standard IT processes and procedures
Contractor Network Operations Engineer
ztech
03.2021 - 12.2022
- NOC duties include: Ensure customer backups are running as expected
- Check open tickets with backup vendors, run requested reports, and assign tickets or addresses as necessary
- Attend training sessions to maintain currency with backup technology
- Configure and install new backup hardware and software at client sites
- Manage backup system configurations for clients
- Perform customized network assessments for clients
- Deliver recommendations and assessments to senior team members
- Perform remediation as assigned
- Follow scheduled maintenance plans for specific customers
- Collect evidence in support of various compliance controls
- Create tickets for action items and follow up
- Ensure timely reporting to customers
- Remote monitoring and management (RMM) software: Complete software training
- Responsible for ensuring remote monitor agents are functional
- Responsible for LT patching
- Create appropriate tickets for events
- Manually check and remediate critical monitors (e.g., server down, low disk space, stopped services, recurring blacklisted events)
Contractor L3 Desktop/Techbar Support
National Grid
07.2020 - 02.2021
- Catered to both senior-level and corporate employees at both Waltham and Northborough NG sites
- Provided high-class tailored IT support to individuals with an at-will and queue approach, utilizing some of the latest technology in ticketing like ServiceNow
- Supported customers on a multitude of applications utilized in the NG environment, including Outlook, Office 365, SharePoint, Citrix, Intune, Azure, Okta, SCCM, Skype, Teams, Cisco AnyConnect, Network Connect, Zscaler, and many more proprietary applications totaling up to 200+
- Repaired and upgraded hardware and software from Windows 7 Lenovo laptops and desktops to Windows 10 Dell laptops, including data backup and migrations
- Managed and monitored networks and systems
- Enforced and monitored cybersecurity awareness and controlled user data and profiles to improve and maintain business continuity, as well as to limit data breaches and information loss
- Triaged and resolved unexpected IT downtimes due to weather storms, application or network failures, and upgrades
Freelance IT Field Engineer
WorkMarket by ADP
08.2017 - 02.2021
- I possess extensive experience in field and remote support, acquired through working in diverse sectors such as Health, Hospitality, Education, Telecommunications, and both Private and Public Sectors, for nearly 20 years, both domestically and internationally
- My technical skills include, but are not limited to: Field Support encompassing specialized software and operating systems, as well as hardware
- For example, encryption, anti-virus, login scripts, Active Directory, Group Policy Objects, storage and backup, and firewall appliances from various vendors and manufacturers such as Veeam, Infinidat, Cisco, NCR, Sony, Panasonic, VMware, vSphere, Oracle, Microsoft, and Mitel
- IMACDs (Install, Move, Add, Change, De-install) of hardware and software
- Implementation and troubleshooting of telephony services, including both legacy and IP-based systems
- Refresh (managed or large-scale deployment) of both end-user and server-based systems using either IP-based or coaxial connections, for telephony, TV, and AV
- Project Management Office (PMO) services for client scheduling, refresh, deployment, and other IMACD activities, as well as network and security refresh
Contractor Personal Computer Support Technician
US Army Corps of Engineers
04.2020 - 07.2020
- Support for Office 365 (O365), Azure, Intune, and SCCM
- Support and maintenance of network printing and other services over the network
- Troubleshooting Outlook, OneDrive, and retrieval of user files and documents, as well as setup of user accounts and profiles
- Windows 10 operating system imaging, wiping, and troubleshooting to improve user experience by 99%
- Utilizing the Remedy ticketing system
- Active Directory (AD) support for both user and computer OUs
- Supporting Microsoft Teams, Zoom, Skype, and other telephony services in the network, including setting up and maintaining conference rooms support
Full time Managed Services Systems Administrator
Logically
03.2019 - 03.2020
- Company Overview: for client, Catholic Charities of Boston and Home for Little Wanderers, https://ccab.org, https:// www.thehome.org
- Oversaw the operation of LAN/WAN related network services, ensuring 99.9% uptime and reducing network downtime by 15%
- Collaborated with other network staff to resolve 100% of information security issues within agreed-upon SLAs
- Maintained detailed documentation of the network infrastructure, resulting in a 20% increase in efficiency in troubleshooting and network management
- Played a prominent role in managing the network component inventory, reducing excess inventory by 25% through optimized procurement practices
- Provided recommendations that resulted in a 30% improvement in network performance to meet new or changing network demands
- Remodeled and integrated existing network facilities such as switches, WAPs, VoIP appliances, and UPSs, resulting in a 40% increase in network capacity
- Coordinated the design, planning, purchasing, installation, configuration, maintenance, and testing of all network elements, ensuring on-time project delivery and adherence to budget constraints
- Developed and maintained scripts and utilities to automate repetitive routines and administer network and server control systems, reducing manual workload by 50%
- Addressed 200+ user tickets regarding hardware, software, and networking per month, maintaining a 95% resolution rate within SLAs
- Conducted remote troubleshooting for 80% of user issues, resulting in a 20% reduction in on-site support requirements and associated costs
- Recorded technical issues and solutions in logs, resulting in a comprehensive knowledge base and a 30% reduction in resolution time
- Directed unresolved issues to the next level of support personnel, ensuring timely escalation and resolution for complex problems
- Followed up with clients to ensure their systems were functional, achieving a 90% customer satisfaction rate
- Assisted in creating technical documentation and manuals with Jira and ConnectWise
- For client, Catholic Charities of Boston and Home for Little Wanderers, https://ccab.org, https:// www.thehome.org
Contractor Win 10 Migrations
IBM and Santander Bank
06.2019 - 08.2019
- Led Win 10 Migrations for Santander Bank in collaboration with IBM
- Successfully completed migration of over 6000 branch PCs across all branches
- Oversaw the migration of over 7000 corporate office PCs, as well as certified the individual network Ethernet drops
- Reviewed and evaluated wifi network coverage in the banking hall using Netspot
Contractor Network Field Engineer
Blueport
04.2018 - 08.2019
- Traveled extensively throughout the U.S
- And Canada to commission Hotel IT infrastructure, managing vendors and ensuring successful installations of various systems, including call accounting, security, telephone, video, camera, music systems, and internet circuit activations
- Installed, maintained, and troubleshooted LANs, WANs, and data communications equipment for Marriott and Hilton brands in the hospitality business
- Troubleshot system failures and identified bottlenecks to ensure long-term network efficiency, resulting in a 20% improvement in network uptime
- Installed wireless computing networks, infrastructure, and connections using Ruckus, Zone Director, WatchGuard, HP Aruba, and Cisco switches, enhancing network performance and reliability
- Tested, configured, installed, and documented network equipment software and hardware, ensuring smooth operations and easy troubleshooting procedures
- Maintained and repaired hardware and peripheral devices, minimizing downtime and optimizing equipment lifespan
- Inspected LAN infrastructure and resolved minor or major problems in the hospitality business, resulting in a 30% reduction in network downtime incidents
- Implemented and maintained hotel accounting systems using Lan Trio 232, Call-A-Matic, and Mitel PBX with Fosse, streamlining financial processes and enhancing accuracy
- Evaluated network performance and identified areas for improvement using AirMagnet applications, resulting in a 25% increase in network speed and efficiency
- Performed upgrades and maintenance in live environments, ensuring minimal disruption to hotel operations during the process
- Installed and maintained security systems in hospitality systems using Panasonic camera systems, enhancing guest safety and property security
- Provided customers with technical advice and comprehensive instructions, utilizing tools like AirMagnet's, to improve network usage and troubleshoot issues effectively
Contractor Regression Testing
Deloitte
02.2017 - 12.2017
- State Project for DHS Providence, Rhode Island
- Eligibility Specialist and Regression test for MAGI/CCAP/SNAP/QHP Programs
- Responsible for analyzing, testing, data management and problem-solving
- These skills are used to test software applications to make sure they work as designed and solve the intended business problem
- Work with Business Systems Analysts to understand error logs for new application version components and/or improve existing application components
- Assist testing teams as needed to complete a release and maintain the quality of the system components
- Work with other teams assisting with specifications and troubleshooting help desk tickets
- With use of SQL DB for Queries, Jira for Error logs, Jama for script Execution and SharePoint
Full Time Managed Service Provider Engineer
Thrive Networks
08.2016 - 10.2017
- Identifies, diagnoses, and resolves first level problems for end-users of workstations, laptops, terminal services (RDP, CWS) and Citrix sessions, end-user software, hardware, network, VOIP, VPN connectivity, Internet, Client server services, server drive space and Backup
- Validation of server error messages and Backup for Troubleshoot and escalations, Virtualization and Patching
- New User/computer On/off Boarding
- Communicate solutions to end-users effectively
- Provide and communicate End-User, one-on-one end problem resolution over the phone/email for client (PC/Server) apps and connectivity
- Sets up and assists in the configuration of end-user PC desktop hardware, software and peripherals, both onsite and remotely
- Diagnoses and resolves end-user network or local printer problems, PC hardware problems and server, e-mail, Internet, VPN, and local-area network access problems
- Coordinates timely repair of PC computer equipment covered by third-party vendor maintenance agreements
- Performs minor desktop hardware repair for PC computer equipment and peripherals that are not covered by third party vendor maintenance agreements as needed
- Acts as remote hands for engineering staff onsite as needed
- Assists Network Technicians in creating materials for end-user frequently asked questions (FAQs) and procedural knowledge base articles
- Provides problem research and documentation
Contractor information Security and EPIC Administration -Data Analyst
UMass Memorial Medical Center
01.2016 - 07.2016
- EPIC Electronic Medical records systems implementation and Data Analysis existing and new systems
- Transition from Allscript, Solian -> EPIC Systems
- Upgrade Computer systems through Imaging and Applications migration
- Xp->Win 7
- Xp->Win 10
- Mac Os
- Thin client Implementation on WYSE with T10 C90 z90
- Microsoft office 03->office 365 and 7
- Data Backup Transfer and Recovery
- Printer, Computer Hardware Upgrade
- Lenovo System Model no.6073,8184,7074,8188->s3ln00,m93p,10AA
- T440p, T450P
- Installation of WOW, Wallaroos
- Data Transfer and Consolidation User support and troubleshoot
Temp Contractor Pc/Desktop Support and Customer Care
HP
09.2015 - 12.2015
- Performs tests required to evaluate Status of Laptops, Desktops and PCs for customer support
- Data Wipe and Inventory using Tabernacle
- Ensure and Ticketing and tests are performed within set parameters
- Compile data used to define changes in testing procedures, testing equipment, manufacturing processes and restorations Customer Support and Troubleshoot
Contractor Laptop Deployment
Bentley University
01.2015 - 07.2015
- 2,000 new laptops were deployed with the latest applications for freshmen.
- Installations and configuration (imaging of laptops for domain access) using Symantec Ghost.
- Inventory of used and returned laptops, desktops, and peripherals.
- General troubleshooting and support of user applications and hardware faults.
Solutions Engineer
Airtel Uganda
06.2011 - 07.2014
- Design, Configuration, Deployment and Support of Data/Internet solutions on fiber, Microwave, 3G and Wimax platforms
- On call/remote Data Support and Customer care advising on end user Service restoration and maintenance
- Pre-Sales and Post Sales Customer Solutions Development and testing
- Retention of Data clientele through Rigorous Qos checks and maintenance
- Liaison with NOC, Packet core team and contractor teams to ensure timely deployment and commission of client service and support
- Generation of Client usage statistics for rebate evaluation and compensation by the finance dept
Field Engineer Data
Warid Telecom
01.2011 - 02.2013
- Survey, design, installation, configuration, and troubleshoot of Data/Internet solutions on fiber, Microwave and Wimax platform
- On call Data support and hardware replacement
- Post-sales customer solutions development and testing
- Liaison with NOC, packet core team and contractor teams to ensure timely development and commission of client service and support
- Generation of client usage statistics for rebate evaluation and compensation
Education
MSc. - Digital Forensics and Cyber Security
Stevenson University
Maryland02.2025
Certificate in Cyber Security - Computer science
Stevenson University
Maryland12.2013
Certificate - Technology Entrepreneurship
Stanford University
California12.2013
Cyber security-Certificate -
University of Malta
Malta12.2013
Bachelor of Science - Computer Science
Makerere University
Uganda12.2008
Skills
- Azure
- Intune
- AWS
- Google Cloud
- O365
- Threat Hunting
- Preventive Cybersecurity
- SIEM
- DLP
- SOAR
- CVEs
- CWS
- Pentest Reports Creation
- Consultative Selling
- Pre-post sales support
- Radio Frequency
- Transmission Engineering
- Field Support
- Encryption
- Anti-virus
- Login scripts
- Active Directory
- Group Policy Objects
- Storage and backup
- Firewall appliances
- Veeam
- Infinidat
- Cisco
- NCR
- Sony
- Panasonic
- VMware
- VSphere
- Oracle
- Microsoft
- Mitel
- IMACDs
- Telephony services
- Legacy systems
- IP-based systems
- Managed deployment
- Large-scale deployment
- Coaxial connections
- Project Management Office
- Client scheduling
- Network refresh
- Security refresh
- Hardware Break Fix Services
- End-user devices
- Desktops
- Laptops
- Tablets
- Smartphones
- Thin clients
- Printers
- Apple
- Dell
- Lenovo
- HP
- Video conferencing support
- Data centers
- IP networks
- Asset management support
- Construction site security systems
Certification
- Comptia Security+ CE
- Comptia A+
- AWS Cloud Practitioner
Professional Highlights
- Successfully led and executed digital forensics investigations, identifying and mitigating security breaches.
- Implemented comprehensive system administration protocols and policies, increasing efficiency and reducing downtime by 70%.
- Provided exceptional desktop support and customer care, achieving a client satisfaction rate of over 99%.
- Played a key role in deploying and managing cloud and storage systems, optimizing data rates for storage and retrieval.
Timeline
Site Lead and Technical SME CACI
Field Services (FS)
03.2024 - 12.2024
Contractor, IT Manager and Support Engineer
Leidos/HUD
01.2023 - 02.2024
Radio Frequency Transmission and Engineer
U.S. Air Force Reserve
04.2021 - Current
Contractor Network Operations Engineer
ztech
03.2021 - 12.2022
Contractor L3 Desktop/Techbar Support
National Grid
07.2020 - 02.2021
Contractor Personal Computer Support Technician
US Army Corps of Engineers
04.2020 - 07.2020
Contractor Win 10 Migrations
IBM and Santander Bank
06.2019 - 08.2019
Full time Managed Services Systems Administrator
Logically
03.2019 - 03.2020
Contractor Network Field Engineer
Blueport
04.2018 - 08.2019
Freelance IT Field Engineer
WorkMarket by ADP
08.2017 - 02.2021
Contractor Regression Testing
Deloitte
02.2017 - 12.2017
Full Time Managed Service Provider Engineer
Thrive Networks
08.2016 - 10.2017
Contractor information Security and EPIC Administration -Data Analyst
UMass Memorial Medical Center
01.2016 - 07.2016
Temp Contractor Pc/Desktop Support and Customer Care
HP
09.2015 - 12.2015
Contractor Laptop Deployment
Bentley University
01.2015 - 07.2015
Solutions Engineer
Airtel Uganda
06.2011 - 07.2014
Field Engineer Data
Warid Telecom
01.2011 - 02.2013
MSc. - Digital Forensics and Cyber Security
Stevenson University
Certificate in Cyber Security - Computer science
Stevenson University
Certificate - Technology Entrepreneurship
Stanford University
Cyber security-Certificate -
University of Malta
Bachelor of Science - Computer Science
Makerere University
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