Andy Sangbouasy
Nottingham
Summary
Dynamic Enterprise Management Systems Support Specialist at General Dynamics Information Technology, adept in observability tools and cloud platforms. Achieved over 40% reduction in incident resolution time through automation and proactive monitoring. Proven ability to enhance system performance while ensuring compliance, showcasing strong analytical skills and a commitment to excellence.
Overview
36
36
years of professional experience
1
1
Certification
Work History
Enterprise Management Systems Support Specialist
General Dynamics Information Technology
04.2017 - 06.2025
- Company Overview: SEC Contract - On-site at SEC
- Manage and monitor Microsoft Server infrastructure and related services for the SEC, ensuring optimal performance and availability.
- Led deployment and integration of the Datadog Observability platform, enhancing visibility into the performance and health of SEC enterprise applications and infrastructure.
- Designed and implemented a full-stack observability solution using Broadcom Enterprise Software, enabling proactive monitoring of network devices, servers, and cloud infrastructure.
- Configured SNMP and NetFlow monitoring for switches, routers, and firewalls, enabling proactive detection of anomalies and traffic bottlenecks.
- Set up alerting and incident workflows using Broadcom Enterprise Software and Microsoft Exchange, reducing mean time to detect (MTTD) and mean time to resolution (MTTR) by over 40%.
- Developed custom Broadcom Enterprise Software to provide real-time visibility into critical metrics such as CPU load, memory utilization, disk I/O, interface errors, and application response time.
- Supported hybrid environments (AWS and on-prem) and established monitoring for EC2 instances, VPC flow logs, RDS, and CloudWatch metrics.
- Set up intelligent alerting workflows integrated with Microsoft Exchange, reducing MTTD and MTTR by over 40% through automation and targeted notifications.
- Migrated legacy monitoring systems (NetIQ AppManager) to a modern, scalable observability platform, significantly improving data granularity and reducing alert fatigue.
- Supported hybrid cloud monitoring across AWS and on-prem infrastructure, including EC2, RDS, VPC Flow Logs, and CloudWatch, ensuring end-to-end network and service visibility.
- Performed root-cause analysis and collaborated with cross-functional teams to resolve complex network and application performance issues.
- Ensured compliance with SEC's ITIL-based incident, event, change, and configuration management processes.
- Led deployment of Nlyte DCIM Software for SEC data center infrastructure management, a colocation solution, hybrid cloud infrastructure and building management system optimization.
- SEC Contract - On-site at SEC
Senior Facility Operation Analyst
CMS Data Centers, Leidos
Woodlawn
12.2010 - 03.2016
- Company Overview: Woodlawn, MD
- Managed day-to-day operations of federal data centers supporting the Centers for Medicare & Medicaid Services (CMS), ensuring high availability and physical infrastructure integrity.
- Installed, tested, and maintained Cat6 and fiber optic cabling for servers, network switches, storage systems, and backbone connections, supporting both copper and fiber architectures.
- Performed rack-and-stack installations of servers, network gear, and storage appliances, ensuring proper cable management and adherence to data center best practices.
- Conducted patch panel termination, fiber splicing, and cable labeling to maintain organized and efficient network layouts across multiple data center rooms.
- Collaborated with network engineering teams to support infrastructure upgrades, troubleshooting, and port mapping for high-throughput environments.
- Monitored critical systems for power, cooling, and environmental changes using DCIM tools to prevent downtime and maintain compliance with federal operational standards.
- Executed hardware diagnostics, coordinated vendor RMAs, and supported lifecycle management of data center assets.
- Ensured adherence to ITIL-aligned processes for incident, change, and asset management within a secure, 24/7 data center environment.
- Woodlawn, MD
Network Voice Communication Senior Analyst
Lockheed Martin
Woodlawn
10.2001 - 12.2010
- Company Overview: Woodlawn, MD
- Supported and managed enterprise telecommunications infrastructure for the Centers for Medicare & Medicaid Services (CMS), ensuring reliable voice and data communication across mission-critical environments.
- Administered Avaya voice systems including S8700 servers, media gateways, and messaging platforms; performed routine system maintenance, firmware upgrades, and troubleshooting to ensure high availability.
- Oversaw and maintained copper and fiber cabling infrastructure, including support for system moves, adds, and changes (MACs) across large-scale facilities.
- Developed technical estimates, documentation, and implementation plans for system upgrades, expansions, and new deployments, supporting lifecycle management and capacity planning efforts.
- Reviewed and validated technical service requests to ensure alignment with enterprise architecture standards, security requirements, and operational goals.
- Collaborated with internal teams, vendors, and contractors to coordinate project timelines, site readiness, and system cutovers with minimal disruption to operations.
- Improved system uptime and reduced response times by streamlining troubleshooting processes and implementing proactive monitoring of voice infrastructure.
- Enhanced documentation standards and change control procedures, reducing post-deployment issues by over 25%.
- Played a key role in maintaining compliance with federal IT and telecommunications policies during all phases of system support.
- Woodlawn, MD
Data & Voice Engineer
FORTRAN Communication Systems
Reston
02.2000 - 10.2006
- Company Overview: Reston, VA
- Supported and maintained enterprise telecommunication infrastructure for the Centers for Medicare & Medicaid Services (CMS), with a focus on system reliability, upgrades, and end-user support.
- Managed and maintained Fujitsu F9600 PBX systems, including routine administration, firmware updates, and hardware component replacements to ensure stable voice communications.
- Diagnosed and resolved a wide range of voice and data network issues, working closely with CMS teams to minimize service interruptions and maintain high system availability.
- Performed system moves, adds, and changes (MACs), including structured cabling, cross-connects, port activations, and equipment installations across multiple CMS locations.
- Coordinated with vendors and internal teams to support hardware upgrades and ensure compliance with CMS infrastructure standards.
- Reduced system downtime and improved incident response time through proactive monitoring and streamlined troubleshooting procedures.
- Played a key role in sustaining mission-critical voice services for federal healthcare operations, supporting thousands of end users.
- Contributed to lifecycle planning and system upgrade initiatives, ensuring technology remained current and scalable with organizational needs.
- Reston, VA
Network Support Task Manager
Galaxy Scientific Corporation
Arlington
08.1997 - 11.1999
- Company Overview: Arlington, VA
- Led LAN/WAN network and systems support for the U.S. Patent and Trademark Office (USPTO), overseeing day-to-day operations, system reliability, and end-user support across enterprise environments.
- Managed Windows NT-based network infrastructure, ensuring availability and performance of file, print, and application servers.
- Provided support for Oracle8 databases and related backend services, working closely with database administrators to ensure optimal connectivity and uptime.
- Utilized Mercury Interactive tools for performance monitoring and testing, supporting network reliability and application response time analysis.
- Directed hardware installations, upgrades, and troubleshooting, including servers, network devices, and desktop systems, ensuring timely resolution of technical issues.
- Delivered end-user training and support, helping staff maximize productivity and effectively use available technologies.
- Maintained detailed IT inventory records and support logs, contributing to asset management, audit readiness, and lifecycle planning.
- Arlington, VA
System Administrator
Health Insurance Association of American (HIAA)
Washington
06.1996 - 08.1997
- Company Overview: Washington, D.C.
- Provided system and network administration support for a mixed Novell and Windows NT environment, ensuring stable operations and user access across the organization’s IT infrastructure.
- Configured, maintained, and troubleshot Novell NetWare 3.11 and Windows NT 3.5/4.0 servers, including file, print, and authentication services.
- Provided desktop support for Windows-based workstations, including hardware installation, software deployment, and end-user issue resolution.
- Administered and maintained Siemens Rolm telecommunications systems, supporting voice communications across multiple departments.
- Ensured data integrity and network availability through routine backups, user account management, and proactive system monitoring.
- Washington, D.C.
System Engineer
Digital Support Corporation
Reston
06.1996 - 08.1997
- Company Overview: Reston, VA
- Provided software support for U.S. Patent & Trademark Office users, focusing on Microsoft products.
- Provided end-user software and hardware support for employees at the U.S. Patent & Trademark Office, specializing in Microsoft Windows environments.
- Supported legacy systems including Windows 3.1, 3.11, Windows 95, and Windows NT 4.0, ensuring system functionality and compatibility during transitional IT periods.
- Diagnosed and resolved issues related to desktop hardware, operating systems, and productivity software.
- Delivered user training and technical guidance, improving productivity and reducing recurring support requests.
- Documented troubleshooting procedures and system configurations to support knowledge sharing and faster issue resolution.
- Reston, VA
System Engineer
Government Telecommunication Inc.
Chantilly
10.1989 - 04.1995
- Company Overview: Chantilly, VA
- Provided comprehensive support for telecommunications and data systems at the U.S. Patent & Trademark Office (USPTO), ensuring operational continuity and end-user satisfaction across voice and peripheral infrastructure.
- Installed, configured, and maintained telephony systems including Fujitsu PBXs, Merlin Legend, and AT&T voice systems, supporting both administrative and technical operations.
- Provided on-site support for peripheral hardware such as barcode readers, impact printers, and laser printers, ensuring timely issue resolution and minimal equipment downtime.
- Delivered end-user training on system features and operational procedures, improving user adoption and reducing help desk requests.
- Diagnosed and resolved a range of technical issues across voice and data systems, often coordinating directly with vendors for hardware replacements and advanced troubleshooting.
- Played a key role in maintaining reliable communications infrastructure during a period of growing system complexity and modernization.
- Enhanced user productivity by proactively maintaining high-volume print and data capture systems critical to USPTO operations.
- Recognized for providing responsive and knowledgeable support to both technical staff and end-users.
- Chantilly, VA
Education
A.S. - Information Technology
Northern Virginia Community College
Virginia, USA01.1995
Skills
- Microsoft Windows Server and client
- Network infrastructure
- Data center operations
- Observability and monitoring tools
- Cloud platforms (AWS, Azure)
- Automation with Ansible
- Performance tuning
- Security and compliance
- Telecommunications systems
- Database management
Certification
- Oracle8 Backup and Recovery Workshop, Oracle Corporation, 01/01/00
- Oracle8 Database Administration, Oracle Corporation, 01/01/00
- Netware 4 Administration Certification, Novell, 01/01/99
- Fujitsu F9600 Voice System Installation & Maintenance, Fujitsu, 01/01/02
- Windows Server and Workstation Certification, Microsoft, 01/01/01
Accomplishments
- Reduced system downtime by 30% through improved server monitoring processes.
- Upgraded 100% of SEC’s Microsoft servers, enhancing performance by 25%.
- Spearheaded 15 network-wide telecom upgrades, improving call system reliability by 40%.
- Implemented 10,000 automated monitoring scripts, increasing efficiency by 50%.
Languages
Thai
Limited
Timeline
Enterprise Management Systems Support Specialist
General Dynamics Information Technology
04.2017 - 06.2025
Senior Facility Operation Analyst
CMS Data Centers, Leidos
12.2010 - 03.2016
Network Voice Communication Senior Analyst
Lockheed Martin
10.2001 - 12.2010
Data & Voice Engineer
FORTRAN Communication Systems
02.2000 - 10.2006
Network Support Task Manager
Galaxy Scientific Corporation
08.1997 - 11.1999
System Administrator
Health Insurance Association of American (HIAA)
06.1996 - 08.1997
System Engineer
Digital Support Corporation
06.1996 - 08.1997
System Engineer
Government Telecommunication Inc.
10.1989 - 04.1995
A.S. - Information Technology
Northern Virginia Community College
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