N. DAVID ZIEMER II

• Performed daily system monitoring, verifying integrity and availability of hardware, server resources, systems and key processes.
• Facilitated best user experience through continuous support and communication of system changes.
• Performed tests of functionality, security and performance of different workstations and devices.
• Communicated regularly with customers concerning data exchange and technology integration.
• Developed and maintained strong client relationships to deliver exceptional customer service and problem resolution.
• Used ticketing systems to manage and process support actions and requests.
• Created support documentation that enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.

• Controlled access for all systems, file shares, applications, and physical access for over 400 employees and subcontractors.
• Analyzed hardware and network system issues using effective troubleshooting techniques.
• Maintained all physical computers in accordance with NIST SP 800-53 security controls.
• Supported Security Analyst and CISO in vulnerability scanning and patching.
• Developed Procedures to meet prescribed policies or to cover areas lacking official policy.
• Collaborated with System Administrator with patching, updates, backups, and Virtual Machine creation and optimization.
• Maintain ticketing system to include design, automation, access control, and procedures and policies.
• Managed IT and facilities vendors from initial quotes through contract negotiation and day to day operations.
• Created and managed migration from Windows 7 to Windows 10 across approximately 150 computers to reduce downtime and having minimal impact to production team.
• Responsible for Telephony dialer system and maintaining strong relationship with the vendor to ensure peak performance and eliminate downtime.
• Create test plans in accordance with requirements to isolate existing problems and then work through corrective action steps to resolve it.
• Created support documentation on Knowledge Base which enabled users to expand skills, leverage system features and find resolutions to questions without intervention from support team.
• Develop VISIO diagrams for telephony system.
• Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.
• Developed and tested new product offerings prior to release to assist development team in bug identification.
• Performed tests of functionality, security and performance of different workstations and devices.

• Active Directory – Manage all AD accounts and control permissions to File Server.
• Budget – Assist the Director in building a three-year IT budget plan.
• iPad MDM – Supported schools 120 iPads through Mobile Device Management policies to ensure the appropriate apps and tools are available for students.
• Network – Identify problems with the network and coordinated with the networking team to determine a resolution.
• Determined hardware and network system issues using effective troubleshooting techniques.
• Delivered onsite technical support for 15 employees and approximately 100 children.
• Created help desk tickets, troubleshot and resolved desktop issues

Help Desk Duties / Skills:

• Asset Management – Maintained all corporate assets issued or returned and tracked within the management system.
• Employee new hire and termination of accounts – Manage all accounts within Active Directory as well as phone accounts and company training and travel accounts.
• Computer imaging and distribution – All computers sent out are imaged and mailed to the technicians. All returning equipment is cleaned and restored to a new image.
• Manage mobile phone accounts and inventory for all 350 employees across the company utilizing Verizon, AT&T, and T-Mobile carriers.
• Basic network troubleshooting across the various firewalls, servers, and switches utilized throughout the country. To include setting up new networking equipment of all varieties to be shipped out to the field. Entry level experience with mobile phone management program Sophos and ShoreTel for office phones.
• Provide first line support for all issues submitted to the ticket system. This included
• Troubleshooting both internal software and account issues as well as contacting the customer to resolve external issues.

Remote Operations:

• Remote monitoring of up to 12 wind farms consisting of approximately 450 wind turbines generating roughly 800 Megawatts of power an hour.
• Basic troubleshooting during periods of lost communications with sites to provide a more accurate picture to SCADA technicians.
• Responsible for first level remote maintenance/repair and discharging appropriate personnel to the local sites.
• Controlled the power generation of the wind farms to maintain strict requirements set by state power regulators.
• Worked rotating day and night shifts to maintain 24 hour operations.

• Monitor security systems; specifically, Access Control and Integrated Security System (AMAG), for alarm activations, abnormal reports from buildings, and control access to top secret installations.
• Supervised between 5 and 25 employees’ across three remote bases, including establishing and enforcing performance policies, and ensured adherence to quality standards, deadlines, proper procedures, correcting errors or problems.
• Led shift briefings to inform officers of important considerations such as properties to check and individuals of note in local areas.
• Engaged with local individuals and Marine Corps Community Service (MCCS) representatives to coordinate details to local festivals and events.
• Mediated domestic-related disturbances and protected victims from harm.
• Organized and carried out regular inspections and oversaw surveillance recordings to safeguard data.
• Investigated stolen property cases and performed searched of residents and property.
• Screened vendors and contractors before granting access to restricted areas within base.
• Analyzed survey reports, specifications, maps and topography data for product planning and development.