Crystal Thompson
Elkridge,MD
Summary
Have over seven (8) years serving in management and leadership roles. This includes successfully leading high visibility and intense activities such as the night IT Operations Lead Manager during healthcare.gov initial roll out in 2013-2014. Supported large-scale computer systems in a multi-server environment, delegating tasks and ensuring completion where prioritizing tasks and activities are essential to success. Managed teams operating using agile methodologies including conducting daily stand ups and deploying iterative releases. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Lead Sr. Mobility Engineer
National Institutes of Health (NIH)
11.2019 - Current
- Provide technical leadership and hands-on support for evaluating, designing, implementing, and managing mobile devices
- Configuration of all tiers involved - mobile device (iOS and Android), MDM solution (i.e
- MobileIron
- Supporting Migration from Mobile Iron on Prime to Intune
- Trouble shoot Intune Test pilot for migration
- Identify business and technological drivers that motivate project, as well as collect data about current systems and their performance
- Resolve mobile device incidents, iOS, android, applications device malfunction
- Help determine the technical configurations & settings for mobile infrastructure to comply with client policies
- Perform configuration of all tiers involved - mobile device (iOS, Android, Windows, and MDM solution (i.e., MobileIron), client network, Office 365, etc
- Developed iOS/ Android applications for internal network
- Help establish Tier 3 / 4 support processes, SOPs and knowledgebase
- Provide Tier 3 / 4 support for MobileIron infrastructure.
- Increased team productivity by implementing streamlined processes and effective communication strategies.
- Led change management initiatives to drive organizational transformation without compromising employee morale or productivity levels.
- Accomplished multiple tasks within established timeframes.
Lead Sr. Mobility Engineer
Eccentric - Alcohol, Tobacco, and Firearms (ATF)
08.2016 - 11.2019
- Migrated over 10,000 users from Airwatch on prim to Workspace one SaaS cloud environment
- Manage (MDM) AirWatch Database and System Administration support services; and Providing solutions for computer-related and end-user IT-issues, resolution, training, and support required
- Build and maintain a development environment for Apple App Harden devices for use in secure environments
- Support all facets of development including design, implementation, testing, and operational integration/transition
- Performed a Proof of concept for Intune vs Workspace One for customer
- Manage ACC and SEG Servers in AWS FEDRamp Responsible for providing all customer defined documentation artifacts and ensuring product solution complies with all applicable security requirements for classification of system
- Operate independently and help customer refine requirements and implement prototypes to build finalized design solution
- Work directly with VIP and Executive government security certification engineers to ensure compliance Government security requirements
- Support operations and functionality of mobile devices such as Apple Services/Android and windows Experience troubleshooting iOS/Android device problems
- Create Web clip applications for Fired Agents in Field
- Support ATF entire Field agents AirWatch MDM environment.
IT Manager
Experis - CMS Marketplace (Government)
02.2015 - 08.2016
- Supported Marketplace Health Care Project ensure and maintained state of stability performance for healthcare.gov website
- Manage project resources and delivery schedules conducting regular client and team status meetings
- Provide Missionary Reports from New Relic and Splunk monitoring tools
- Supported to keep Marketplace happy and Serve as primary person accountable for all aspects of enterprise stability, performance, and capacity of all systems
- Owner of all alerts and escalations in customer facing production environment
- Supported Highly driven operations to identify and resolve wide range of production problems
- Participate in / lead root cause analysis and resolution (Problem Management) Provide Support for AWS EC2 Cloud Servers Coordinate implementation and deployment of new product features and installations of develop tools, to improve ability to rapidly deploy and effectively monitor multi-tier environment
- Participated in 24x7 on-call rotation for second tier and third tier escalations
- Trouble shoot and develop diverse set of cutting edge of enterprise monitoring tools
- Maintain and improved all ability to effectively monitor rapid deployments and custom applications in large-scale complex environment
- Gain in-depth knowledge of complex applications and infrastructure
- Lead restoration efforts by facilitating as incident manager and putting in motion next steps to get back to healthy in effective and efficient manner Assist leadership by advising on areas of improvement based on performance data
- Partner with teams across Market Place Systems focused on Federally Facilitated Exchange (FFE) and Data Services Hub (DSH).
Project Manage
eGlobaltech - CMS Marketplace (Government)
06.2014 - 02.2015
- Supported Marketplace Technical Integration System Project., Conduct weekly updates to team, managers and client covering completed tasks, slippages, and issues
- Reviewing and evaluating strategic and tactical plans to develop business and IT process improvement recommendations
- Supported and maintain (MSNC) Marketplace System Notice Calendar for XOC Maintained, Support and created Environment Timeline Code Promotion infrastructure path
- Created and update technical documentation including process documents, technical architecture documentation and processes
- Maintains AWS system documentations to create SOP
- Tracked down Deployment releases scheduled in last 24 hours
- Completed and approve Staff Timesheets
- Established Performance review for all Team members Managing project resource and delivery schedules conducting regular client and team status meetings Keeping client informed of risks, issues with acceptable mitigation strategies
- Perform advanced troubleshooting, escalation and driving service restoration activities
- Ensured all duties from technical and non-technical perspective are completed in consistent and timely manner
- Supported PKI users and Certificate services and coordinate multiple concurrent projects of medium or high risk
- Created maintain and track Marketplace Operations Dashboard for XOC and CMS Management
- Created Scrum reports, update technical documentation including process documents, technical architecture documentation and processes
- Analyzed issues or problems, consider multiple factors, and develop creative solutions
- Worked with Remedy ticketing solution and IBM Tivoli application and server monitoring
- Conducted meetings at CMS with Federal Government staff & develop and maintain Integrated Master Schedules
- Coordinated multiple vendors to ensure production patches and other maintenance is completed within maintenance
- Advising clients on best practices; making strategic and tactical recommendations
- Working with client to facilitate project expansion/longevity for Client and Project benefit
- Generated and maintain critical path networks and logic
- Control and track changes to schedule baseline
- Completed and approve Staff Timesheets and established Performance review for all Team members
- Performed weekly Staff meeting to assure that all Team members are adhering to their Job Requirements
- Monitored and track project budgets for projects of highest complexity; provide project estimates including internal resource, capital, and other project costs
- Prepared Microsoft Project files to include GANTT charts indicating expected start and completion dates, and personnel resources for all critical project tasks and sub-tasks
- Forecasted performance and perform risk analysis of schedules and provide management with understanding of current schedule, risks, opportunities, and recommended actions to ensure future performance
- Analyzed and report resource metrics, including capacity and allocation issues for all project resources including vendors/contractors and clients.
IT Manager
eGlobaltech - CMS Marketplace (Government)
10.2013 - 06.2014
- Supported Market Place HealthCare.gov Project, Monitored and maintained Healthcare.gov, to include monitoring 2 million active users, in environment with components spread across Verizon Terremark, HP and Amazon Web Services (AWS) Enterprise Computing Cloud (EC2)
- Managed project resource and delivery schedules conducting regular client and team status meetings
- Supervised team of 10 contractors at XOC 24/7 environment, decision making and problem-solving issues
- Monitored AWS policies and standards for use of computing resources
- Worked closely with Google, CMS, and HHS senior executives to provide and analytical reports to Whitehouse official
- Maintains integrity and security of AWS servers and systems
- Made recommendations to purchase new hardware and software, for AWS EC2 Systems
- Provided Reports from New Relic, Splunk, Gecko Board, Tivoli, Chartbeat, and Google Analytic Software to show number of users accessing Healthcare website
- Worked with integrated technologies such as IP networking, router, switches, firewall systems, load-balancers, and VMware Hypervisor and windows environment 2008/2012 operating systems
- Worked with Remedy ticketing solution and IBM Tivoli application and server monitoring
- Performed proper shift coverage and delegation of responsibilities
- Monitored computing resources within Ter remark and HP environments
- Alerted system owners, stakeholders, and management of production Severity 1 incidents Notified internal stakeholders of Severity 1 incidents received from Baltimore Data Center (BDC) that affect Marketplace
- Identified incident identification, notifications, ticket generation, recording, classification and investigation
- Advanced troubleshooting, escalation and driving service restoration activities helping ensure resolutions
- Submitted progress reports to Director and managed production Severity 1 incidents to closure
- Managed CMS Consumer Information and Insurance Systems Group (CIISG) Exchange Operations Center (EOC) email inbox
- Helped feed and generate reporting (Trend analysis, etc.) by populating key metrics
- Assisted with Change Management, Problem Management, Configuration Management, Change Coordination, etc.
Sr. Mobility Engineer
L3 Communications Unmanned Systems (Federal Government - Intelligence)
04.2011 - 10.2013
- Configured and maintained Mobile Device Management (AirWatch, MobileIron) Manage Active Administered Operations Mobility and Windows Servers 2007/2008 provided tier 3 on-site support in Intelligence Network Operations to maintain state of real time command and control center
- Supported enterprise infrastructure specifically within Mobility operations
- Served as SME for devices, OS's, tools, management, and security technologies for mobile environment Ensured a stable and reliable Collaboration Apps environment that includes Remote Access, Messaging, SharePoint, and Mobility
- Provided IT functions including incident, request, change and problem
- Supported mobile technologies (including iPhone, iPad, and Android)
- Directory include managing OU's, Distribution list, structure, and design of AD overall
- Trouble shoot and managed setting up all Mobile device
- Analyzed and resolve component related issues
- Supported integration, testing, deploying, and supporting all mobile tools
- Worked with cross function team on projects that intersect with mobile initiatives as well as supporting end users, support services team and Service Desk for 3rd level Escalated Mobile Issues
- Coordinated with team members and managers, vendors to troubleshoot and resolve network, Mobile, server, workstation issues and outages
- Troubled shoot of Local Area network Administered Microsoft Windows Servers (Active Directory), Microsoft Workstations & network security Configured
- Supported, maintained Server, and related issue that may have cause Sever Failures.
Lead Sr System Administrator
General Dynamics Information Technology (GDIT) – F
02.2009 - 04.2011
- Enhanced network performance by optimizing system configurations and implementing regular updates.
- Streamlined IT processes for increased efficiency through automation of routine tasks.
- Reduced downtime with proactive system monitoring and timely issue resolution.
- Implemented robust data backup solutions, ensuring business continuity in event of data loss or system failure.
- Provided Tier 3 Support in Data Center wide-spread enterprise environment over several classification levels
- Coordinated with staff and others to assist team skill and work performance
- Installed, configured, and managed HP Open View and worked with Network Node manager
- Monitored critical network/ Server connections using HP Open view Monitoring Tool
- Completed all Network Patches on EMS Servers and attended all EMS meeting for Configuration
- Provided Technical support for HP EMS Tools and implemented and monitored all network security
- Assisted in performance tuning and capacity planning activities to enhance performance of network resources
- Build Dell and HP Servers on Classified and Unclassified networks
- Assists in performance tuning and capacity planning activities to enhance performance of network
- Supported over 10,000.00 users, managed deploying GPOs updating and Scripting • Maintained user accounts and systems security in Active Directory infrastructure.
- Used Remedy ticketing systems to open, Transfer and close tickets
- Perform remediation of non-compliant workstation, servers and maintained and Supported VMware Server
- Repaired Dell/ Cluster Server and related issue that may have cause Sever Failures.
- Implemented and configured antivirus infrastructure for FBI Unclassified and Classified.
- Detected diagnose, and resolve software, operating system, and hardware failures affecting enterprise
- Provided disaster recovery Support for High Class Network.
- Created Server security remediation reports from Bigfix Agent Patching tools.
- Planed, execute test, approve, and apply patches via BigFix and SMS/SCCM on all Servers
- Work hand and hand with EMS Team attended EMS meeting for updating Configuration
Education
Associate Degree - Computer Electronics Technology
ECPI College of Technology
Norfolk Virginia 02.2006
Skills
- Project Planning
- Process Development
- System Troubleshooting
- Technical reporting
- Engineering Documentation
- Team building
- Operations Management
- Team Leadership
Certification
- AirWatch Enterprise, 10/2017
- AirWatch Certified Infrastructure, 2018
- Microsoft Certified IT Professional (MCITP) Windows Server, 02/2012
- Microsoft Certified Desktop Support Technician (MCDST), 05/2006
- CompTIA Security+, 10/2006
- CompTIA Network+, 10/2006
Clearance
Active Secret /TS SCI
Training
- Intune Training, 2019
- Horizon View VMware, 2018
- CISSP, 2013
- Blackberry / Citrix, 2007
- Remedy Ticketing System, 2006
- Land Desk Software, 2006
Timeline
Lead Sr. Mobility Engineer
National Institutes of Health (NIH)
11.2019 - Current
Lead Sr. Mobility Engineer
Eccentric - Alcohol, Tobacco, and Firearms (ATF)
08.2016 - 11.2019
IT Manager
Experis - CMS Marketplace (Government)
02.2015 - 08.2016
Project Manage
eGlobaltech - CMS Marketplace (Government)
06.2014 - 02.2015
IT Manager
eGlobaltech - CMS Marketplace (Government)
10.2013 - 06.2014
Sr. Mobility Engineer
L3 Communications Unmanned Systems (Federal Government - Intelligence)
04.2011 - 10.2013
Lead Sr System Administrator
General Dynamics Information Technology (GDIT) – F
02.2009 - 04.2011
Associate Degree - Computer Electronics Technology
ECPI College of Technology
- AirWatch Enterprise, 10/2017
- AirWatch Certified Infrastructure, 2018
- Microsoft Certified IT Professional (MCITP) Windows Server, 02/2012
- Microsoft Certified Desktop Support Technician (MCDST), 05/2006
- CompTIA Security+, 10/2006
- CompTIA Network+, 10/2006
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