Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
Generic

Chris Lee

Indian Head,MD

Summary

Accomplished IT professional with a proven track record at Prime Source Technologies, enhancing system efficiency and user productivity through expert hardware installation and robust remote desktop support. Demonstrates strong leadership in mentoring teams and streamlining IT processes, achieving significant downtime reduction. Skilled in network administration and fostering cross-functional team collaboration, ensuring project alignment and compliance.

Overview

19
19
years of professional experience
1
1
Certification

Work History

IT Technical Support Specialist

Prime Source Technologies - U.S. Census Bureau
04.2018 - 09.2024
  • Streamlined IT processes for increased efficiency and reduced downtime.
  • Trained end-users on best practices for system usage, increasing their productivity and confidence in utilizing technology tools.
  • Diagnosed complex technical problems, saving time and resources by providing effective solutions quickly.
  • Employed remote support tools effectively for efficient troubleshooting of offsite issues.
  • Mentored and coached team members on QA topics and strategies.
  • Participated in regular meetings with cross-functional teams to discuss progress updates, communicate concerns or challenges, and ensure alignment of project goals.
  • Maintained and updated Census Human Resources Information System (CHRIS).
  • Supported the Census Hiring and Employment Check (CHEC) system responsible for receiving an processing new applicants then onboarding once approved.
  • Reported progress, test metrics and results to project stakeholders.
  • Maintained comprehensive knowledge of relevant industry regulations and standards, ensuring compliance throughout the QA process.
  • Streamlined QA processes for increased efficiency and reduced time spent on redundant tasks.
  • Acted as a liaison between the QA team and other departments such as Development, Customer Support, and Product Management, ensuring effective communication throughout all stages of the project lifecycle.
  • Installed and configured equipment including scanning software, badge printers, and fingerprinting equipment for onboarding processes.
  • Supported technical operations to ensure smooth integration of new applicants' paperwork into the system for Human Resources Division (HRD).
  • Managed the setup and maintenance of badge printing systems for new hires and fingerprinting equipment for applicant onboarding.
  • Provided ongoing troubleshooting and user support for all related hardware and software to ensure efficient workflows.

IT Support Engineer

AWS, Amazon Web Services
10.2020 - 01.2024
  • Managed inventory of computer equipment, standardizing hardware configurations for ease of maintenance and scalability.
  • Installed, configured, tested and maintained operating systems, application software, and system management tools.
  • Optimized system performance, conducting routine checks and addressing potential issues before escalation.
  • Maintained detailed documentation of technical issues, resolutions, and knowledge base articles for future reference.
  • Provided remote support to offsite users, ensuring minimal disruption during business travel or remote work scenarios.
  • Reduced downtime by quickly diagnosing and resolving hardware, software, and network issues.
  • Delivered end-user training on new technologies, increasing adoption rates among employees.
  • Assisted in the development of IT policies, procedures, and best practices to maintain a secure computing environment.
  • Managed high levels of call flow and responded to technical support needs.
  • Monitored system performance to identify potential issues.
  • Helped streamline repair processes and update procedures for support action consistency.

Azure Network Engineer

Leidos - Microsoft
08.2016 - 06.2017
  • Installed, supported and maintained company hardware and software infrastructure according to best practices.
  • Diagnosed network problems involving combination of hardware, software, power and communications issues.
  • Implemented WAN and LAN designs in multi-datacenter configurations.
  • Maintained company servers, computers, printers, cables and other equipment.
  • Boosted team efficiency with thorough documentation of network operations center processes and procedures.
  • Managed vendor relationships, coordinating effectively with third-party providers to resolve issues and optimize service delivery.
  • Demonstrated commitment to professional development through ongoing training in emerging technologies relevant to NOC operations.
  • Supported successful deployment of new technologies by providing technical expertise during planning stages.
  • Maximized network stability by performing routine maintenance tasks such as patching, updates, and backups according to established schedules.
  • Contributed to a reduction in overall operational costs through continuous process improvement initiatives within the NOC environment.

Azure Network Engineer

Lockheed Martin - Microsoft
01.2012 - 08.2016
  • Installed, supported and maintained company hardware and software infrastructure according to best practices.
  • Diagnosed network problems involving combination of hardware, software, power and communications issues.
  • Implemented WAN and LAN designs in multi-datacenter configurations.
  • Maintained company servers, computers, printers, cables and other equipment.
  • Collaborated with teams in disaster planning, network backup and recovery process monitoring.
  • Oversaw development and maintenance of computer systems, server upgrades and operating systems.
  • Provided security incident triage and response.
  • Boosted team efficiency with thorough documentation of network operations center processes and procedures.
  • Managed vendor relationships, coordinating effectively with third-party providers to resolve issues and optimize service delivery.
  • Mitigated potential risks through regular review of system logs, identifying trends, and addressing vulnerabilities early on.

System Administrator

Lockheed Martin - USNRC
01.2012 - 08.2016
  • Collaborated with Human Resources to create new user accounts for incoming employees, ensuring timely access to necessary systems and tools.
  • Assigned appropriate permissions and roles based on job function and department, maintaining adherence to company policies.
  • Regularly updated and modified user permissions and roles as employees transitioned within the organization.
  • Removed accounts and access permissions for terminated or departing employees, ensuring security protocols were met.
  • Monitored and audited account access to identify and address any discrepancies or unauthorized access.
  • Simplified troubleshooting processes by creating detailed documentation for system configurations, procedures, and best practices.
  • Provisioned new software and hardware for use, following established security policies.
  • Managed user access rights to maintain a high level of information security while ensuring appropriate levels of accessibility for authorized personnel.
  • Supported the implementation of new technologies by providing technical expertise and training to colleagues as needed.
  • Performs system and network administration assignments in an Information Technology environment for an organization that provides maintenance, development and modernization of computer applications for a Federal government agency (Nuclear Regulatory Commission NRC).
  • Support a large user environment; install, configure, maintain network, software and hardware systems.
  • Maintain system documentation, asset management, and user provisioning while ensuring to adhere to all policies put in place by the NRC.
  • Perform monthly patching on servers and workstations in our environment to ensure that known vulnerabilities are not exploited and systems are not compromised.
  • Support and maintain VMWare, Hyper-V and Linux environments

Deskside Support Technician

Ultra Technologies - USNRC
12.2011 - 12.2012
  • Conducted regular audits on computer systems to ensure compliance with corporate policies.
  • Troubleshot problems or issues with desktops and laptops.
  • Disconnected and reconnected desktops and peripherals to support office moves.
  • Implemented preventive maintenance measures for desktop systems, ensuring optimal performance and longevity.
  • Continuously provide quality IT customer service, and technical support and assistance to over 5000 end users via telephone, email, and face-to-face
  • Developed, updated, and maintained system specifications, writes and tests programs, and IT SOPs
  • Responsible for responding to and administering Tier I & Tier II IT Help Desk trouble tickets and customer service requests
  • Actively monitor system-processing activities by observing computer console, peripherals, input, and output to ensure maximum throughput of data
  • Daily review of BMC Service Desk Express to ensure that Service Level Agreements are being met.
  • Performs local and remote testing on equipment, including running computer programs to diagnose faults
  • Responsible for performing troubleshooting activities prior to the implementation of new systems
  • Provide assistance with Laptop Migration and with the building and testing of images; Configuring, encrypting, and installing VPN
  • Tested various systems and equipment to ensure the elimination of bugs or viruses
  • Trains users in the basic operation and maintenance of end user IT equipment
  • Supported clients with efficient problem-solving for various technical issues, reducing downtime in the workplace.
  • Provide BlackBerry support using BlackBerry Enterprise Server Manager
  • Encrypt/Decrypt “Work From Anywhere” laptops

Asset Manager

L3 Technologies - USNRC
02.2006 - 12.2011
  • Proactively identified areas for process improvement, driving increased efficiency throughout the organization.
  • Managed risk by conducting thorough due diligence and regular portfolio reviews.
  • Collaborated with legal teams to ensure compliance with regulatory requirements and industry best practices.
  • Maximized return on investment by implementing effective asset allocation strategies.
  • Created and designed service center and lead a team of 12 members.
  • Continuously provide quality IT customer service, and technical support and assistance to over 5000 end users via telephone, email, and face-to-face
  • Developed, updated, and maintained system specifications, writes and tests programs, and IT SOPs
  • Responsible for responding to and administering Tier I & Tier II IT Help Desk trouble tickets and customer service requests
  • Assists in the development of proposals for the procurement of information systems and services
  • Actively monitor system-processing activities by observing computer console, peripherals, input, and output to ensure maximum throughput of data
  • Daily review of BMC Service Desk Express to ensure that Service Level Agreements are being met.
  • Provide IT support as a liaison with Network Operations (NOC) and Development & Implementation (D&I) to ensure that products and services are tailored to meet the needs of the end user
  • Performs local and remote testing on equipment, including running computer programs to diagnose faults
  • Responsible for performing troubleshooting activities prior to the implementation of new systems
  • Provide assistance with Laptop Migration and with the building and testing of images; Configuring, encrypting, and installing VPN
  • Tested various systems and equipment to ensure the elimination of bugs or viruses
  • Responsible for coordinating equipment moves, installations, and equipment pick-up
  • Trains users in the basic operation and maintenance of end user IT equipment
  • Coordinate work by scheduling assignments and overseeing the work of other IT tech team members
  • Established a proactive maintenance program, extending the useful life of assets while minimizing unplanned repair costs.
  • Reviewed contract reports, bid proposals and requirements with senior management for accuracy and processing.

Education

Certificate of Completion - IT Business & Computerized Electronics

Computer Learning Center
Alexandria, VA

High School Diploma -

Suitland High School
Forestville, MD

Skills

  • Hardware Installation
  • Remote Desktop Support
  • Operating System Support
  • Help Desk Support
  • Network Administration
  • Ticketing System Experience
  • Database Administration
  • Software Deployment
  • Active Directory Management
  • Asset Management
  • Virtualization Technologies
  • ITIL Processes

Accomplishments

Successfully completed the ServiceNow NextGen Professionals Program.

Certification

  • Amazon Web Services (AWS) Certified Solutions Architect – Associate - Amazon Web Services (AWS).
  • CompTIA Security +
  • Amazon Web Services (AWS) Certified SysOps Administrator - Associate - Amazon Web Services (AWS).
  • Amazon Web Services (AWS) Certified Developer - Associate - Amazon Web Services (AWS).
  • Micro-Certification - Welcome to ServiceNow
  • Micro-Certification - Flow Designer - ServiceNow

Timeline

IT Support Engineer

AWS, Amazon Web Services
10.2020 - 01.2024

IT Technical Support Specialist

Prime Source Technologies - U.S. Census Bureau
04.2018 - 09.2024

Azure Network Engineer

Leidos - Microsoft
08.2016 - 06.2017

Azure Network Engineer

Lockheed Martin - Microsoft
01.2012 - 08.2016

System Administrator

Lockheed Martin - USNRC
01.2012 - 08.2016

Deskside Support Technician

Ultra Technologies - USNRC
12.2011 - 12.2012

Asset Manager

L3 Technologies - USNRC
02.2006 - 12.2011
  • Amazon Web Services (AWS) Certified Solutions Architect – Associate - Amazon Web Services (AWS).
  • CompTIA Security +
  • Amazon Web Services (AWS) Certified SysOps Administrator - Associate - Amazon Web Services (AWS).
  • Amazon Web Services (AWS) Certified Developer - Associate - Amazon Web Services (AWS).
  • Micro-Certification - Welcome to ServiceNow
  • Micro-Certification - Flow Designer - ServiceNow

Certificate of Completion - IT Business & Computerized Electronics

Computer Learning Center

High School Diploma -

Suitland High School

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Chris Lee