Ramona J. Dillard
Washington,D.C.
Overview
14
14
years of professional experience
Work History
NOC Operator (Help Desk)
NextPoint Group
11.2019 - Current
- Perform routine actions to help manage customer security devices.
- Responsible for providing help desk and network monitoring and management support for multiple custom networks/service applications in 24/7 operations.
- Document, communicate, collaborate, and transition incident details to other SOC members.
- Monitor and report on authorized service interruptions. Identify outages and communicate with other officers to figure out the impact of the outages.
- Issue badges for employees and non-employees, troubleshoot access control, handle alarm and visitor management system issues.
- Provide guidance on key control procedures and enforce and explain day-to-day security policies and procedures.
- Serve as the Registration Authority (RA) for the firm’s smart card program and validate, print, and issue smart cards, for different Programs.
- Manage and monitor the status of REMH message systems applications.
- Troubleshoot and repair networks, systems, messaging hardware, software, and peripherals.
- Provide technical support for large-scale integrated global network systems and messaging systems. Oversee the network operations center. Maintain and evaluate network alarms.
- Work with wave dispatch communication units, documenting helpdesk trouble tickets in the Online Ticket Reporting System tool and creating frequently asked question guides for Standard Operating Procedures working with wave dispatch communication units.
- Coordinate with users on different sites worldwide in transferring their sites to different LAN lines.
- Submit hourly checks for the Cryptographic Server. Provide desktop and system administration support across five different networks.
- Install hardware and configure Solaris systems.
- Provide virus scanning and data moves across all networks.
- Troubleshoot hardware Including laptops and software.
- Monitor win cap to capture packets traveling over a different network.
- Provide after-hours support for the helpdesk.
- Responsible for maintaining the system logs and ensuring proper documentation of all the events on shift.
- Created NES, and Windows NT desktop accounts.
- Maintained different applications for customers using Windows 2000, 2003, and XP CWE, SIPERNET, NIPERNET, JWIC.
Jr Linux Administrator Support Specialist
Sequoia
09.2023 - 09.2024
- Assisted with the triaging of all IT-related issues as it pertains to commercial and secure area support.
- Assisted in the processing of all assigned tickets and queues wherein you are responsible for monitoring and oversight.
- Resolved and provided prescriptive solutions to IT needs supporting.
- Actively participated in the implementation of hardware and software; upgraded, patched, and migrated, and reimaged workstations.
- Monitored and scheduled maintenance and backups of server, Creating and Deleting accounts Contributing, participating, and planning in customer surge support efforts.
- Maintained an accurate hardware asset inventory, and ensured system development lifecycle requirements are observed and reported in alignment with customer and security operational requirements. Troubleshot workstations and desktop applications.
- Provided Tier I & II problem identification, diagnosis, and resolution or escalate to the Engineering team.
- Ensured the performance of the systems and add new users to the system.
- Answered questions or resolve computer problems for clients via telephone or using tools to gain remote access. Worked with Jira.
- Aided in the use of computer hardware, software, printers, installation, electronic mail, digital senders, and operating systems.
- Provided support for implementation, troubleshooting, and maintenance of IT systems.
- Provided support for communication of status to management and internal customers.
- Coordinated and implemented security measures to safeguard computer databases.
- Responsible for operations related to systems management software.
Helpdesk Support/System Administrative
OBXtek
11.2021 - 09.2023
- Performed software and application installation and upgrades.
- Troubleshot networks, systems, and applications to identify and correct malfunctions and other operational difficulties.
- System administration duties as needed for back-end systems.
- Installed/repaired desktops and laptops.
- Maintained network printers, scanners, and Cisco IP Phones, reimaged workstations.
- Supported mobile devices.
- Investigated basic system, network, and user problems, identified their source, determined possible solutions, tested, and implemented solutions.
- Helped to anticipate communication and networking problems and implement preventive measures.
- Established and performed routine maintenance programs following company and vendor standards.
- Ensured timely user notification of maintenance requirements and effects on system availability.
- Maintained confidentiality about the information being processed, stored, or accessed by the network.
- Assisted other technical teams in on-site tasks when local resources are not present.
- Documented technical problems and resolutions for future reference.
- Worked with other IT professionals as directed to coordinate efforts, resolve cross-team issues, and communicate changes.
Helpdesk System Administration/NGA
GDIT
10.2015 - 11.2019
- Followed written processes and procedures to execute problem resolution consistency in both customer service and issue resolution across the organization.
- Operated with the ability to gauge the audience when communicating and relaying step-by-step instructions/resolutions to technical problems/issues.
- Assisted the team in ensuring the smooth operation of the service desk, identifying/managing escalations, and implementing service improvement initiatives.
- Managed the daily operations of service desk tasks including ticket documentation and ensuring that all support requests are handled promptly and professionally.
- Ability to work as a supportive team member and independently in driving forward assigned work tasks as designated by management and the ticketing queue.
- Monitored individual service desk metrics and KPIs to identify trends and areas for improvement.
- Supported service improvement plans and SLAs to enhance quality/efficiency of support services provided to users.
- Escalated complex or critical issues to the appropriate stakeholders and follow up to ensure timely resolution.
- Provided advanced technical support to end-users.
- Responded to and resolve complex technical issues escalated from Tier 1 support.
- Troubleshot hardware, software, and network problems and provide solutions.
- Assisted with system and application configuration and guide end-users.
- Performed system administration tasks.
- Worked closely with the IT Deputy Director to install, configure, and maintain hardware and software components.
- Monitored system performance and conduct routine maintenance tasks.
- Coordinated with the IT Deputy Director and team to implement system upgrades and patches.
- Documented solutions and best practices for common technical issues.
- Updated the knowledge base with new troubleshooting techniques and procedures.
- Contributed to the development of user guides and training materials.
- Coordinated with IT Deputy Director, database administrators, and developers to resolve complex issues.
- Maintained up-to-date knowledge of the customer, its services, and its customers to effectively manage the service desk operations and engage in self-learning and leveraging available resources to close knowledge gaps.
- Established and maintained relationships with key stakeholders to understand their support needs and build trust and confidence in the service desk.
SOC Operator Analyst
Northrop Grumman
09.2012 - 10.2015
- Maintained and monitored all network problems. Responsible for opening trouble tickets for various customers, answering incoming telephone calls, responding to network alarms and customer emails, and updating customer account data.
- Provided support for security operations for several information systems, networks, databases, JWIC, SIPERNET, and Gemini.
- Provided quality assurance testing for different security architecture designs and operational planning.
- Participated in system certification and accreditation processes including risk assessments, and vulnerability assessments evaluations.
- Enhanced security implementation guides for personnel and system security policies, plans, rules, and regulations. Provided the team with quality assurance testing of key application enhancements on the new Gemini 4.5 system.
- Provided follow-up on all remedy tickets for customers.
- Effectively worked with customers and co-workers.
- Configured and troubleshot desktop systems, workstations, servers, and network issues.
- Maintained passwords, data integrity, and file system security for the desktop environment.
Timeline
Jr Linux Administrator Support Specialist
Sequoia
09.2023 - 09.2024
Helpdesk Support/System Administrative
OBXtek
11.2021 - 09.2023
NOC Operator (Help Desk)
NextPoint Group
11.2019 - Current
Helpdesk System Administration/NGA
GDIT
10.2015 - 11.2019
SOC Operator Analyst
Northrop Grumman
09.2012 - 10.2015