Pierce LINC
Augusta,Georgia
Summary
IT and Cyber Security professional, Network Administrator, Systems Administrator and VTC Engineer with over 10 years of successfully installing, configuring, and maintaining state-of-the-art IT and network infrastructures to meet dynamic connectivity, performance, and security requirements of the U. S. military, both in the United States and in austere/remote environments including Afghanistan and Iraq. Skilled Technologist with experience configuring computers, servers and peripheral devices to work within established company and security parameters. Adept at managing permissions, filters and file sharing. Devoted troubleshooter with deep understanding of system architecture and diagnostics.
Overview
11
11
years of professional experience
Work History
Security Product Support Analyst
Unisys Federal Contractor
09.2019 - 09.2020
- Provide Tier-1 technical support to end users on various technical issues and problems relating to endpoint security software and security features enabled within Windows 10 operating system
- Responsible for responding to, documenting, and resolving incident tickets in a timely manner according to SLAs
- Diagnose, evaluate and resolve complex problem situations, or escalate or route them to appropriate resolver
- Support multiple security products from McAfee, Carbon Black, Bromium, Microsoft, ForeScout, and others
- Page 1 of 3 Linc Pierce Analyze and respond to security events from security data sources
- Interface with customers, service desk agents, and engineers in a polite, positive, and professional manner to resolve escalated technical issues
- Promptly handle incoming support calls and respond in a timely manner within documented SLAs to support tickets
- Document actions in tickets to effectively communicate information internally and to customers
- Resolve problems independently and follow documented escalation procedures
- Monitor systems to detect incidents or unauthorized/malicious activity
- Recommend improvements to support services procedures and guidelines
- Troubleshoot and resolve technical issues related to IT or cyber security infrastructure such as networks, firewalls, virtual private networks, web proxies/gateways, intrusion detection, prevention systems and host security systems.
VTC Technician
ESP Engineering Solutions LLC
01.2018 - 01.2019
- Promoted, improved, maintained and supported all VTC services and systems
- Assisted in the designs networks or portions of networks that included selection of hardware and software packages
- Ensured all software including network control programs satisfied the communications needs covering both the hardware and software installed
- Participated in all service / system upgrades while being a team player involving telecommunications and networking projects
- Provided hands-on assistance involving troubleshooting and diagnostic support for all related systems, equipment failures or service issues
- Researched available and emerging voice, data and video communication technologies to recommend future implementations
- Scheduled VTC appointments using Cisco TelePresence Management Suite (TMS)
- Installed, troubleshot, serviced, and repaired video conferencing equipment and components, cables, connectors and peripherals on a variety of network configurations
- Installed and maintained baseline VTC system configurations
- Connected personal computers and peripherals to work with VTC equipment on existing networks
- Maintained network diagrams, connectivity records, and trouble logs
- Instructs users in the use of personal computers and briefing equipment in a variety of conference room settings including Town Halls and VIP sponsored events
- Performed vulnerability remediation as directed to maintain secure networks
- Coordinated and troubleshot any issues requiring escalation to OEM
- Provided end user training, and developed and maintained training material.
PKI Engineer
Engility Corporation
06.2016 - 04.2017
- Performed duties as a Department of State PKI Registration Authority, enrolling and recovery for End-Users, and revoking certificates
- Planned and coordinated as the Technical Lead with customers on PKI Deployment Plans throughout the Department of State
- Performed PKI related upgrading, installation, and troubleshooting using administrator privileges
- Reviewed and resolved open remedy tickets
- Performed testing for PKI related hardware and software
- Handled development of scripts in correlation with PKI existing software and new software upgrades
- Configured VMware environment
- Installed and administered Windows Server 2003, which included installing Active Directory, DNS and DHCP
- Built PKI lab Infrastructure using VMware products
- Infrastructure consisted of an Entrust Certification Authority, which included Entrust Security Manager Authority, Security Manager Administration, and Entrust Web Enrollment Server.
Software Engineer/Field Service Representative
NES Associates
06.2014 - 06.2016
- Integrated software applications such as JENM, TIMS/RBSAM onto the Joint Tactical Network Environment Network Operations Toolkit (J-TNT)
- Researched requirements and provided guidance to J-TNT and Automated Communications Engineering Software (ACES) developers
- Supported the Tactical Radio (TR) field services division of the office of the Program Manager, Tactical Radios and the CECOM Software Engineering Center
- Supported systems include HF/UHF/VHF radios including the ability to perform operator level and Field Level Maintenance and PMCS
- Tactical radio types included AN/PRC-152, AN/PRC-152A, AN/PRC-154, AN/PRC154A, AN/PRC-155, AN/PRC-1176
- Supported JTNT and related products while working as an embedded unit asset deployed or while attending a training or test event
- Configured and maintained aspects of networking equipment, tactical radios (both voice and voice/data IP-based) and all ancillary devices.
VTC Engineer
Rockwell Collins Corp
01.2014 - 04.2014
- Served as one of three VTC Engineers assigned to US Marines supporting 50 locations
- Installed cables and devices, validated, and ensured uniform enterprise software configurations across similar makes and models
- Received and performed software updates, patches or bug fixes and performed release key updating
- Remotely supported endpoint installations, relocation or changes by implementing and validating configuration changes as needed
- Created, edited & updated administrator profiles/phone directories as new endpoints were configured
- Coordinated and scheduled VTC calls
- Provided operator services and/or conference monitoring support for selected enterprise-wide town halls and VIP conferences using Cisco conference control monitor
- Escalated, managed, and collaborated with CSC networking and capacity management groups for unit maintenance and troubleshooting
- Ensured device security
- Provided usage and management reports
- Key Achievements Recognized for expertise in SIPRnet and NIPRNet
- Top ranked for performance with a high 95% first call resolution rate, responding to Remedy Trouble Tickets.
Field Service Representative
KIG Technical Services LLC
04.2009 - 12.2013
- Administered, supported, and maintained advanced IT, network, and entry control point (ECP) video systems and equipment for 25 military bases throughout Southern Afghanistan, eliminating bottlenecks while ensuring full connectivity for mission critical military operations, security, and staff
- Coordinated five sub-contracted technicians in prioritizing, troubleshooting, diagnosing, and resolving technical issues and trouble tickets
- Led and executed fiber optic and cat 5 cabling, IP networking, and setup/maintenance of encoders, encrypts and ancillary systems
- Oversaw provisioning and change management for downlink of video content into Military Fiber Head
- Performed installation, upgrade, testing, and troubleshooting of LAN/WAN technologies, PCs/laptops, software, hardware, routers, switches, and cabling
- Managed system-wide security, backup, and disaster recovery
- Maintained compliance with DoD/military technical and security requirements
- Administered, managed and troubleshot Active Directory, Windows Server.
Education
Bachelor of Science - Information Technology
DeVry University
CCNA ITIL Foundation Certification HBSS DISA Certification .ACAS DISA Certification Service Now DISA Certification CISSP Certification - undefined
2013
Skills
- Operating Systems: Windows, UNIX
- Networking: CAT5 & Fiber Optic Cable, Cisco Software & Devices, Video/CATV/DBS, ISPs, ISDN, DSL, T-15, DS3
- Protocols: TCP/IP, POP, SMTP, HTTP, FTP
- Hardware: US & NATO Military Hardware, Cisco Routers & Switches, Laptop/Desktop Hardware, Dell/HP
- Printers, Mainframe
- Software: Microsoft Office, Military Software, Antivirus, Standard Procurement System, Remedy
Accomplishments
- Extensive training and experience in Voice/Data/Video Communications Systems and Networking, LAN/WAN Administration, and IT/Desktop/ Field Support
- Solid knowledge and expertise in fiber optic cabling and testing, and Video Teleconferencing (VTC)
- Proven expertise in systems administration, diagnosing and resolving complex hardware, software and networking issues, ensuring full functionality and responsive 24/7 support for thousands of global users
- Top ranked for responsiveness in closing Remedy trouble tickets
- Performed network documentation and created disaster recovery plans
- Setup Cisco Intercept IDS and Cisco Works for Windows for network monitoring
- Oversaw migration of WAN links to new service provider, designed full mesh WAN, set up TFTP server to backup, and restored configuration and IOS image files for the PIX, Cisco routers, and Catalyst switches
- Analyzed expanding network, ran fiber, and implemented wireless communication
- Designed configuration and layout of WAN including IPT Internet facing VPNs and wireless subnet
- Migrated network from full mesh frame relay to Point-Point T1 on larger sites, and implemented IPsec VPN on smaller sites
- Administered multiple PIX firewalls throughout WAN to ensure LAN integrity from external threats
- Monitored bandwidth and network activity by analyzing information provided by MRTG to ensure both efficient and effective network operation
- Configured and supported multiple remote site installations.
Additional Information
- Top Secret SCI
Timeline
Security Product Support Analyst
Unisys Federal Contractor
09.2019 - 09.2020
VTC Technician
ESP Engineering Solutions LLC
01.2018 - 01.2019
PKI Engineer
Engility Corporation
06.2016 - 04.2017
Software Engineer/Field Service Representative
NES Associates
06.2014 - 06.2016
VTC Engineer
Rockwell Collins Corp
01.2014 - 04.2014
Field Service Representative
KIG Technical Services LLC
04.2009 - 12.2013
Bachelor of Science - Information Technology
DeVry University
CCNA ITIL Foundation Certification HBSS DISA Certification .ACAS DISA Certification Service Now DISA Certification CISSP Certification - undefined
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