Dicky Lee
Systems Engineer
Clearbrook,Va
Summary
Dynamic Enterprise Customer Success Engineer at Rackspace Government Solutions with a proven track record in regulatory compliance and customer satisfaction. Expert in technical problem solving and collaborative project coordination, successfully leading cross-functional teams to enhance operational efficiency and implement IT strategies that meet stringent standards. Specializing in Microsoft Windows Operating systems and applications in an Active Directory configuration.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Enterprise Customer Success Engineer
Rackspace Government Solutions
04.2019 - Current
- Resolved customer complaints while prioritizing customer satisfaction as a path of escalation
- Assisting customer team with planning projects and implementation
- Instituting and managing FedRAMP compliance adhering to NIST 800-53 standards
- Developed and introduced IT strategies to improve operational efficiency.
- Conducted quality assurance to verify accuracy of data used in IT projects.
- Led cross-functional teams to successfully complete IT projects.
System Engineer Advisor
GDiT: Contract for NIAID
04.2014 - 03.2019
- Planned and implemented projects affecting several ICs within the NIH/NIAID organization
- Performed monthly patching and upgrades to the network and infrastructure.
- Routine Application upgrades and deployments for multiple branches within the NIAID Umbrella
- Maintained uptime for the organization through planning and testing disaster recovery scenarios
- Implemented networking and server changes to meet client budgets and needs.
- Routinely perform Vulnerability and Compliance scans against both Systems and Applications, while simultaneously planning remediation's with system owners.
Senior Systems Engineer /SharePoint Administrator
Salient Federal Solutions
03.2012 - 03.2014
- Performed root cause analysis to provide resolutions for production issues.
- Collaborated with clients to determine need and devise appropriate software and hardware solutions.
- Coordinated with stakeholders to design and develop high-end software applications.
- Implement and upgraded SharePoint for the Architect of the Capitol
- Acted as the Backup Administrator for all systems under the Architect of the Capitol umbrella, both on-site and off-site
- Reviewed weekly security scans working with Security teams and planning maintenance schedules to remediate.
System Administrator
ASRC Federal Holding Company
09.2008 - 03.2012
- Installed important security and functionality patches to maintain optimal protections against intrusion and system reliability.
- Drove continuous improvement of IT governance processes.
- Worked with users to determine areas of technology in need of improved usability.
- Oversaw file system and storage upgrades while safeguarding data integrity and redundancy.
- Implemented new backup hardware/software and maintained short term and long term backup processes.
- Managed deployments of user machines such as Desktops, laptops and mobile devices.
Education
High School Diploma -
Maurice J McDonough
Pomfret, MD07-1996
Skills
- Technical Problem Solving
- Customer Complaint Handling
- Collaborative Project Coordination
- Effective Troubleshooting
- Dedicated to Customer Satisfaction
- Technical Troubleshooting Support
- Efficient Time Coordination
- Regulatory Compliance
- Audit Assistance
- Addressing Client Concerns
- Product Solutions Expertise
Certification
- MCP - Microsoft Certified Professional
- MCTS - Windows Server 2008 Network Infrastructure , Configuration
- MCTS - Windows Server 2008 Active Directory, Configuration
- MCSA - Windows Server 2003, Administration
- MCITP - Implementing Azure Infrastructure Solutions
Timeline
Enterprise Customer Success Engineer
Rackspace Government Solutions
04.2019 - Current
System Engineer Advisor
GDiT: Contract for NIAID
04.2014 - 03.2019
Senior Systems Engineer /SharePoint Administrator
Salient Federal Solutions
03.2012 - 03.2014
System Administrator
ASRC Federal Holding Company
09.2008 - 03.2012
High School Diploma -
Maurice J McDonough
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