JAMES PRESTON
Upper Marlboro,Md.
Summary
Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
16
16
years of professional experience
Work History
Tier 2 Classified Lead
DARPA
2022.01 - Current
- Maintained comprehensive records of all client interactions, ensuring accurate documentation and seamless transition between support tiers.
- Reduced downtime for clients by providing prompt and efficient Tier 2 support for software and hardware-related issues.
- Optimized incident management procedures through proactive identification of trends within support tickets, leading to targeted process improvements.
- Enhanced customer satisfaction by resolving complex technical issues in a timely manner.
- Increased team productivity with effective collaboration on complex technical projects.
- Currently providing agency-wide Tier 1 / Tier 2 hardware / software support across 7 classified networks
- Resolving enterprise-wide technical problems and inquiries via telephone and email
- Creating and updating accounts via Linux Operating System, Active Directory and Microsoft Exchange
- Train and assist team with users on PitBull Trusted Operating System
- Perform password reset, file transfer, mail file recovery and account access across multilevel security (MLS) domains
- Verify, add or remove program access based on Joint Access Database Environment (JADE)
- Troubleshoot, install or remove software via deskside or remote desktop software
- Updating end user access based on clearance level and Special Access Program (SAP)
- Providing account setup and login assistance for users across all classified networks
- Edit, backup and restore file access according to group, user and site clearance level
- Train end-users deskside, remote login or via phone on navigating Linux OS and Windows OS
- Complete and train staff with classified equipment relocation and installation
- Document and escalate user issues via Remedy and Service Now ticketing system
- Image hardware via PXE boot IPv4 for DARPA Secret Network (DSN), DARPA Secret Wide Area Network (DSWAN) and DARPA JWICS Network (DJN) domains
- Provide technical assistance for printers, monitors, VoIP, scanners, KVM, CPU and hard drive
- Performed remote assistance via Microsoft Management Console
- Import user’s JWICS PKI encryption and digital signature certificates
- Assist with SIPRNet token management services as a Trusted Agent
- Configure, setup and troubleshoot computer systems, hardware and software.
Network Engineer
Department of State (Northrop Grumman)
2012.06 - Current
- Currently supports the Department of State (DoS) Enterprise Network Management Enterprise Network Operations Center (ENMOC) telecommunications, engineering and support unit providing 7x24 monitoring and control of the OpenNet/ ClassNet networks connecting DoS facilities domestic and worldwide
- Duties include maintaining operational status of Posts and associated tail sites through configuration, operation, and management of network devices to include Cisco routers/switches 2900/3560/3850/4500/4400/4300/9000, Cisco ASA550s, Nexus 7Ks, Riverbed Steelhead WAN accelerators, KG-175 Taclanes, IOS upgrades, equipment refresh and break/fix in a global enterprise network environment
- Additional duties include proactive response to network alerts from domestic and overseas Posts, monitoring, troubleshooting and service restoral of primary/secondary VPN tunnels, downed and impaired circuits, power outages, equipment failures, circuit over-utilization, carrier maintenance, device refresh and standardization
- Employ network analysis tools NeuralStar, HP Openview, TAVVE, NeuralStar, Remedy, ServiceNow, iPost, Network Tracker, NetVCR, SmokePing and device logs
- Provide support to GITM/RIMC for ongoing network equipment refresh
- Perform problem management for reoccurring incidents to include deep-dive network analysis to restore network performance optimization
- Work alongside post personnel to investigate issues within the local site core infrastructure, tail site offices, associated P2P/ISP VPN tunnels, restoral of impaired Internet circuits
- Take directives from Network Development (ND) for all NextGen/FWTR deployments and required service-affecting escalations.
Remote Access Team
Department of State (Insight Global)
2008.10 - 2022.01
- Respond to customer calls relating to Windows NT, Microsoft Exchange, XP and Vista, MS-Mail, Internet & Intranet, and hardware and software questions
- Log calls in the InfoCenter Universal Tracking Ticket and Remedy system - “Crystal Report Writer” module
- Transfer and follow-up on all service requests daily
- Remain logged into the Automated Call Distribution system at all times
- Ensure that the proper Aux codes are being used from the start of each business day
- Work the UTT and Remedy escalation alarms set forth in the operations procedures
- Subject Matter Expert and provide advanced troubleshooting of incidents the Front Line SDA’s cannot resolve
- Performing advance network administration, including creating Active Directory and Mailbox accounts, creating network shares, network printer shares, and local workstation administration functions
- Instruct customers both Domestic and Overseas on calls relating to Network connectivity issues, and a host of compliant software products and services relating to the IT Service Center mission
- Assist the Government Shift Leader in providing end-user support, and other tasks related to our Operations Center that continues to grow
- Refer to the Information Center Service Desk Training Manual and the IRM Master Service Level Agreement on a regular basis
- Assist the Network Managers, System Administrators and RIMC field offices worldwide on all subject matters
- Distribute and log all IRM Outage and Advisory notifications using the IRM template after approved by a Shift Leader/Team Leader
- Communicate with the Shift/Team Leaders on matters needing to be addressed through the Program Manager [i.e., thru verbal communications or Passdown log [report and pass on data that is pertinent to the oncoming shifts].
Lan Engineer
Department of State (Allied Technology Group)
2010.03 - 2012.06
- Resolve site-level switching issues likely to affect local LAN performance that includes port duplex issues, STP configuration/operation VLAN/broadcast segmentation, etc
- Implement the use of traffic filters consisting of Standard and Extended access-lists, Distribute-Lists and Route Maps
- Diagnose and troubleshoot IP Multicast, EIGRP, OSPF, BGP, Radius Authentication services and SNMP utilizing command line and network monitoring tools
- Utilize monitoring tools HP Open View, Opsware, Cisco Works to perform fault management, performance management and configuration management.
Education
JMAT Systems
Greenbelt, MD01.2010
ACE Academy of Computer Education
Greenbelt, MD01.2009
Georgetown University
Washington, DC01.2008
Bachelor of Science in Technical Management -
DeVry University
Crystal City, VA01.2007
Skills
- Windows 10
- Remote Support
- Customer Support
- Software Installation
- Time Management
- Staff Training and Development
- Application support
- Hardware maintenance
- Troubleshooting skills
- Complex Problem-Solving
- Team Leadership
- Verbal and written communication
Timeline
Tier 2 Classified Lead
DARPA
2022.01 - Current
Network Engineer
Department of State (Northrop Grumman)
2012.06 - Current
Lan Engineer
Department of State (Allied Technology Group)
2010.03 - 2012.06
Remote Access Team
Department of State (Insight Global)
2008.10 - 2022.01
JMAT Systems
ACE Academy of Computer Education
Georgetown University
Bachelor of Science in Technical Management -
DeVry University
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