Ivan Dunn
Bowie,MD
Summary
I am a skilled Systems Engineer with expertise and experience in Windows and Linux server management, iOS and Android mobile device management, macOS/JAMF application management, patching, network troubleshooting, SQL
database configuration, software upgrade and installation and Active Directory management. I have experience with ServiceNow and Jira ticket management, resolution and workflows. I posses experience working cloud services such as AWS and Azure Active Directory. I have intermediate scripting experience and knowledge with Windows PowerShell.
Overview
13
13
years of professional experience
Work History
Senior Systems Engineer (DevOps)
Leidos
Remote
08.2022 - Current
- Microsoft Windows desktop systems engineer
- Manages a large (9000+) PC end-user community for systems management, security and configuration compliance, and desktop engineering
- Serves as a tier 3 escalation point to the internal desktop services team
- Provides direction and leadership on infrastructure modifications and significant deployment
- Extensive knowledge of Microsoft SCCM, McAfee systems management tools
- Extensive knowledge of Windows Operating systems, Office 365 Apps for Enterprise and COTS software packaging
- Knowledge/experience with scripting technologies (PowerShell)
- Formulated and executed designing standards for DNS servers.
- Participated in design discussions and project engineering activities.
- Provided assistance in acquisition and integration for DHCP services.
- Proficiency in Microsoft Desktop/Server OS (domain environment), Microsoft Exchange, and VMware
- Demonstrating solutions within Agile/Scrum collaborative meetings and environments
- Experience supporting Office 365 applications - OneDrive, Teams, PowerBI, and Microsoft Exchange
- Administration experience with a cloud identity provider (OneLogin, Okta)
- Knowledge and experience with Microsoft SQL administration and installation
- Perform basic Oracle SQL query and knows how to troubleshoot Database query performance, detect dead locks, and kill Oracle sessions
- Perform initial troubleshooting and routine support for Oracle and MS SQL Database Systems
- Advanced understanding of maintaining/troubleshooting VoIP devices (i.e Cisco Call Manager/Unity)
- Strong knowledge on Jamf Pro, DEP, VPP and Enterprise Connect implementation
- Good Knowledge on JAMF components (Admin, Composer, Recon, Remote, Imaging and JSS Dashboard).
- Manage third party MDM vendors to ensure compliance with SLAs
- Developed and deployed comprehensive iOS MDM policies across the organization, including password complexity rules, data encryption, and device wipe procedures.
- Experience with technical troubleshooting and hands-on experience with iOS, Android, Windows, and BlackBerry mobile devices in an enterprise setting
- Familiarity with iOS, Windows Mobile OS and Android mobile device operating systems
- Troubleshoot device enrollment issues, MDM platform availability issues, devices and Server Logs and Policy implementation.
- Managing the Jamf Pro management platform.
- Experience administering and customizing JIRA projects, experience performing migrations
- Experience with Cloud service architecture, database structure, and frameworks
- Collaborated with development teams to implement professional Azure DevOps practices such as source control management, build processes, and continuous integration and deployment
- Automated infrastructure deployment and management using PowerShell and Azure CLI, resulting in faster deployment time
- Administration of Azure DevOps Services virtual machines, SQL databases, Azure Active Directory, and storage;
- Experienced in working with version control systems like GIT and used Source code management client tools like GitBash, GitHub, Git Lab.
- Use Jenkins and Cosmos for CI/CD to automate building, testing, and deploying software changes to the AWS
- Install third party software packages as required
- Experience in monitoring, autoscaling, PowerShell automation;
- Microsoft Windows Server 2008, 2008 R2, 2012, 2012 R2, 2016, and 2019 configuration and management experience
- Experience with HUD Headquarters processes and procedures, CCB activities and infrastructure
- Performs technical planning, system integration, verification and validation, cost and risk, and supportability and effectiveness analyses for total systems
- Analyses are performed at all levels of total system product, to include concept, design, fabrication, test, installation, operation, maintenance, and disposal
- Ensures the logical and systematic conversion of customer or product requirements into total systems solutions that acknowledge technical, schedule, and cost constraints
- Performs functional analysis, timeline analysis, detail trade studies, requirements allocation and interface definition studies to translate customer requirements into hardware and software specifications
- Maintain, configure, and ensure the reliable operation of network servers and virtual instances
- Manage permissions associated with file shares, adjust storage quotas as needed, and ensure production network devices, drive arrays and SAN storage devices are functioning properly
- Troubleshoot hardware and software errors by running diagnostics, documenting problems and resolutions, prioritizing problems, and assessing impact of issues
- Provide follow-up reports (technical findings, feedback, resolution steps taken) for root cause analysis, technical assessment, and process improvement initiatives
- Perform regular backup operations, address any backup issues, and implement appropriate processes for data protection, disaster recovery, and failover activities
- Provide documentation and technical specifications for planning, purchasing, and implementing new or upgrading existing IT infrastructure
- Document, review, and update system administration guides and procedures
- Install and upgrade computer components and software, manage servers and service accounts, and integrate automation processes
- Provide updates to the business unit regarding any planned service outages or IT changes that may impact business operations
- Collaborate with security teams to perform environment specific security control reviews
- Manage firewall rule requests and complete CMMC related initiatives.
- Monitored automated build and continuous software integration process to drive build/release failure resolution.
- Wrote code and developed tools and integrations to meet cross-platform user needs.
- Worked with cross-functional design teams to create software solutions that improved overall functionality and performance.
- Automated and implemented system backup and recovery procedures.
- Worked with software development and testing team members to design and develop robust solutions to meet client requirements for functionality, scalability, and performance.
- Managed testing cycles and coordination of user acceptance testing for software and applications.
- Drove project lifespan from concept to final rollout in development and deployment.
- Supervised software life cycle from preliminary needs analysis to enterprise-wide deployment and support.
Software Engineer
Marriott International
05.2021 - 03.2023
- Provide professional demeanor within all communication channels (email, phone call, voicemail, and Microsoft Teams)
- Mobile Key Management. Collaborating and working with vendors such as DormaKaba, AssaAbloy, and Ambiance to install new software releases on Windows OS servers
- Increased employee productivity by 26 percent by assisting with the development, testing, and deployment of cross-platform mobile applications for Android, iOS devices.
- Excellent knowledge/experience with Mobile Device Management solutions (AirWatch, Jamf Pro and Microsoft Intune)
- Strong knowledge/experience with mobile devices/operating systems (iPhone/iPad, Android)
- Evaluating, testing, deploying, and updating macOS
- Managing the Jamf Pro management platform. Managing DEP, and VPP.
- Providing advanced troubleshooting and application problem solving related to the use of Mobile Devices
- Maintenance and communication of existing, new, and evolving mobility practices, knowledgebase articles and documentation
- Provides onsite support to the local area’s for troubleshooting and testing new IOS
- Identifying and implementing process improvement
- Testing and evaluation of various new mobile devices against enterprise email and MDM systems
- Knowledge/experience with scripting technologies (PowerShell)
- Proficiency in Microsoft Desktop/Server OS (domain environment), Microsoft Exchange, VMware or
- Microsoft Hyper-V, Firewalls/UTM Security, Storage/Sans, Switches
- Demonstrating solutions within Agile/Scrum collaborative meetings and environments
- Experience supporting Office 365 applications - OneDrive, Teams, PowerBI, and Microsoft Exchange
- Administration experience with a cloud identity provider (OneLogin, Okta)
- Knowledge and experience with Microsoft SQL administration and installation
- Provide reporting for systems over which this position has been designated responsible
- Perform basic Oracle SQL query and knows how to troubleshoot Database query performance, detect dead locks, and kill Oracle sessions
- Perform initial troubleshooting and routine support for Oracle and MS SQL Database Systems
- Update server and workstation accounts as documented
- Test and confirm functionality with property contacts
- PKI Cert – Unmanaged/Off-Network
- Request PKI certificates on behalf of properties
- Maintain and sustain the PKI ecosystem and technical integrations with other solutions
- Maintain the PKI infrastructure via vendor and server software updates and patches
- Create actionable and meaningful metrics to provide to leadership
- Receive and maintain email notifications regarding expiration timeline
- Demonstrated experience with managing organizational change management and adoption plans for
- ServiceNow application launch
- Maintaining ServiceNow SLA, creating incidents, and requests and seeing them through resolution
- Update Windows server and workstation accounts as documented
- Physical and Virtual Server Management using Hyper-V
- Windows Server Configuration (2008, 2008R2, 2012, 2016, 2019) Management (Windows Updates
- Windows Firewall Management, IIS configuration, and IP assignment and management
- Sophisticated understanding of ports, protocols, and routing and switching in a firewalled, wide- area network
- Basic networking and Active Directory skills including TCP/IP protocol stack, network troubleshooting.
- Microsoft Windows Defender security protocols and procedural maintenance
- Supervised software life cycle from preliminary needs analysis to enterprise-wide deployment and support.
- Documented project design for reference and future use cases.
- Teamed with business analysts to deliver high-availability solutions for mission-critical applications.
- Collaborated closely with product development teams and other stakeholders.
- Researched and identified new technologies to use in agile development environment.
- Automated and implemented system backup and recovery procedures.
- Wrote code and developed tools and integrations to meet cross-platform user needs.
- Monitored automated build and continuous software integration process to drive build/release failure resolution.
System Administrator
Pro-Sphere Tek, Urban Development
10.2019 - 05.2021
- Maintain a wide range of hardware and network technology devices
- Resolve IT issues in a high volume, fast paced environment
- Contribute to maintaining a 99.99% operational system availability
- Monitor active network and server infrastructure
- Leverage scripting through PowerShell and batch to automate processes
- Perform routine preventative maintenance on equipment
- Analyze and report on daily server event logs and provide corrective action as required
- Troubleshoot basic IT services, desktop systems and peripheral devices as needed
- Manage and perform System Administrator responsibilities: Windows Server, Active Directory services and troubleshooting Microsoft applications
- Significant hands-on experience in administering large O365 (Office, Exchange, SharePoint, MS Teams, Azure AD, Intune) Exchange hybrid environments
- Migration of 6,000+ plus users from MaaS360 to Microsoft Intune. Management of iOS devices in Microsoft Intune/Azure AD.
- Provided Microsoft Intune assistance directly to end users and ensured seamless transition to O365 apps on mobile devices.
- Perform configurations and adjustments to enhance mailbox performance
- Provide user support and conduct user software and hardware training to formulate technology solutions and ensure the effective safeguarding and sharing of enterprise data
- Support virtualized networks such as VMware and support via Citrix
- Sound knowledge of XenApp 6.5 and 7.6
- Sound knowledge of Citrix Web Interface and Store Front platforms
- Sound knowledge of Windows 7/10 and Windows Server 2016/2012/2008 R2
- Provide input and participate in strategic planning sessions
- Supports engagements related, but not limited to: technology strategy, architecture and service management; IT security; systems integration; data analytics and visualization; application development and maintenance; help desk operations; infrastructure/network design and management; and cloud (e.g., software, platform, infrastructure as a service)
- Direct support of Cloud Services, SaaS or IaaS applications or systems
- Experience creating ServiceNow update sets, promoting and testing through multiple instances and into production
- Demonstrated understanding of ServiceNow best practices and functionality
- ServiceNow implementation experience as a staff member
- Demonstrated experience with managing organizational change management and adoption plans for
- ServiceNow application launch
- Maintaining ServiceNow SLA, creating incidents, and requests and seeing them through resolution
- Strong experience with PowerShell scripting and other command-line interfaces
- Installation and deployment experience of Anti-Virus software (McAfee)
- Familiarity with NIST 800 series guidelines (800-30, 800-37, 800-53 and 53A, 800-60
- Resolving incidents that have been identified during security assessments and similar activities to support vulnerability management
- Work through project tickets and phases, and enter all work as service of project tickets in ServiceNow
- Use of ticketing system to manage workload and end-user assistance
- Process helpdesk (ServiceNow) tickets daily that include equipment and trouble tickets
- Install, configure, patch, upgrade Avaya telecommunications equipment and servers
- Troubleshoot and maintain Avaya VoIP networks
- Working knowledge of VoIP (H.323 and SIP) and TDM (ISDN)
- Advanced understanding of maintaining/troubleshooting VoIP devices (i.e
- Cisco Call Manager/Unity)
- Working knowledge of Avaya Gateways
- Working knowledge of Avaya CPD
- Working knowledge of Avaya CMS
- Provisioned new software and hardware for use, following established security policies.
Lead Help Desk Technician
Telesis Corporation
01.2018 - 05.2019
- Manage the processing of incoming calls to the Service Desk via both telephone, portal, and e-mail to ensure courteous, timely and effective resolution of end-user issues
- Enforce request handling and escalation policies and procedures
- Track and analyze trends in Service Desk requests and generate statistical reports
- Assess the need for any system reconfigurations (minor or significant) based on request trends and make recommendations
- Identify, recommend, develop and implement end-user training programs to increase computer literacy and self-sufficiency
- Manage technical incidents within Remedy & ServiceNow ticketing system
- Experience creating ServiceNow update sets, promoting and testing through multiple instances and into production
- Remote Desktop support using Bomgar, SCCM, Microsoft Teams, or Lync (Skype for Business)
- Troubleshoot and resolve issues with laptop PCs, iPads, air cards, HP/Dell portable monitors, portable printers, portable scanners, laptop docking stations, desktop PCs, PC projectors, color Client LaserJet printers, personal LaserJet printers, flatbed scanners, large plotters, Canon high-speed scanning fax machines, iPhones, and Android mobile phones
- Provide mobile device support using Microsoft Intune & MaaS360 and Workspace ONE for (iOS, Android) devices
- Manage customers’ iOS and Android Devices
- Plan, install, configure, and maintain Mobile Device
- Management System for customers
- Create Standard Operating Procedures for customer’s mobile device solution
- Working knowledge of Postfix and Nagios
- Troubleshooting basic and intricate network issues with Cisco VPN, LAN/WAN, and Citrix
- Implementing PC registry fixes
- Work within a SharePoint environment
- Assist in the development of detailed system architecture plan to define environmental considerations and system constraints
- Troubleshoot issues that may arise in the SharePoint environment
- Design PowerShell scripts to manage day-to-day tasks
- Process and execute requests for permission changes to shared folders, email groups, and security access groups
- Experience with cloud service providers such as AWS, GCP & Azure
- Familiarity with NIST 800 series guidelines (800-30, 800-37, 800-53 and 53A, 800-60
- Configure Office 365 on mobile devices and laptops
- Knowledge of networking (DHCP, DNS, TCP/IP, CISCO router and switches)
- Thorough understanding of Wireless Networks, Citrix, Firewalls (Sonicwall, Watchguard, Cisco ASA)
- DNS, DHCP, heterogeneous LAN environments.
Help Desk Support Analyst/Supervisor
Verizon
05.2015 - 11.2017
- Provided technical support to customers experiencing issues with their electronic devices, such as cellphones, tablets, network extenders, mobile hotspots, Windows 7 & 10, MAC laptops, printers, air cards and modems
- Utilized Microsoft Office Suite applications such as Excel, Word, and Outlook on a daily basis to complete work tasks
- Unlocked accounts for business associates utilizing Verizon online software
- Troubleshot several types devices such as smartphones, air cards, mobile hotspots/MIFI's, Windows
- PC's, tablets, and printers using Knowledge base articles
- Place upgrade device orders along with accessories if requested
- Coordinate and manage installation, configuration, and removal of standard software and images on authorized hardware
- Problem investigation, troubleshooting and resolution (Windows environments, SMBs in the US)
- Able to Train others, handle escalated tickets, enforce KPIs and Lead others on the Service Desk
- Proactive on potential customer issues and IT environment health using RMM and PSA
- Create and develop procedures
- Able to Lead or Manage a team of 6-12 Support Technicians
- Promoted to Interim supervisor within 6 months of being hired
- Handling 30-50 tickets daily
- Conducts technical refreshes of hardware and mobile devices
- Mobile device and remote access support include technologies such as laptops, cell phones, tablets, security tokens, Wi-Fi, Bluetooth, hotspot, VPN and Citrix
- Managed a team of ten individuals when supervisor is out of the office
- Completed Remedy tickets for customers experiencing outages
- Educated and informed customers on how to activate or install their electronic devices
Retail Sales Associate
Ross Stores Inc
05.2012 - 05.2015
- Successfully provided excellent customer service
- Processed customer transactions
- Superb communication, mathematical, and analytical skills
Education
Studies
Duval High School
Lanham, MDSkills
- Active Directory
- Agile
- Cisco VPN
- Jamf Pro/MDM
- JIRA/Confluence management tools
- Technical support
- Microsoft Office 365
- Microsoft Intune
- Azure AD
- NIST
- Customer service
- Help desk
- ServiceNow
- Cloud Management and Systems
- Information Technology
- Desktop Support
- Network Support
- Microsoft Windows
- VMWare
- Microsoft Windows Server
- VPN
- LAN
- TCP/IP
- Microsoft Exchange
- Operating Systems
- WAN
- DNS/DHCP configuration
- VoIP
- Azure DevOps
- Windows PowerShell
- Windows Server
- SCCM
- SOAP and Restful Web Services
- Continuous Integration Software
- DevOps Principles
- Debug Software
- DevOps Systems
- Software Customizations
- Performance Analytics
- Project Planning
- HTML and XML
- iOS and Android device mobile device management
- Wear OS architecture
- macOS desktop support and troubleshooting
Additional Information
- Willing to relocate: Anywhere, Authorized to work in the US for any employer
Timeline
Senior Systems Engineer (DevOps)
Leidos
08.2022 - Current
Software Engineer
Marriott International
05.2021 - 03.2023
System Administrator
Pro-Sphere Tek, Urban Development
10.2019 - 05.2021
Lead Help Desk Technician
Telesis Corporation
01.2018 - 05.2019
Help Desk Support Analyst/Supervisor
Verizon
05.2015 - 11.2017
Retail Sales Associate
Ross Stores Inc
05.2012 - 05.2015
Studies
Duval High School