Sheena Morgan
Oak Hill,VA
Summary
Experienced Information Technology Professional bringing more than 25 years of telecommunications industry expertise with a professional focus in System and Network Administration. I enjoy investigating and exploring new technology as it relates to the ongoing adventure in improving the relationship between infrastructure and productivity. My career began in technical support for internet connectivity, and since then I have worked with various internet service providers in roles relating to internet connectivity, and internal security posture for access rights and services. More recently I have been working in DevOps environments facilitating infrastructure improvements to reach into the cloud services offerings. I am currently studying Artificial Intelligence, Big Data, and application engineering using various programming languages.
Overview
29
29
years of professional experience
1
1
Certification
Work History
Faculty CIS
ECPI University
Manassas, VA
04.2023 - 06.2025
- Provided Lecturing, supplemental course materials, grading and attendance support, and course assistance for students participating in the evening Bachelor to Bachelor program. Topics included: Cisco Networking, Cloud Computing, and Introduction to Computing. Windows Server 2019, Active Directory, Linux Administration (Ubuntu)
- Provided ongoing troubleshooting in Cisco Route/Switch Packet Tracer environments, Instruction in Subnetting, review and troubleshooting in Virtualization labs utilizing Windows Server 2019, Ubuntu Linux and security technology.
- Developed script modification in Python to improve grading scripts and align with grading rubrics
- Lead an initiative to improve environment deployment scripts to lessen unnecessary troubleshooting during class time.
Technical Services Analyst
3M HIS (Solventum)
Silver Spring, MD
01.2020 - 10.2023
- Provided ticket routing for team assignments
- Provided On call Support for out of hours issues
- Administered Database updates to proprietary AI supported recommendation system at customer request. Utilizing a combination of PHP Interface, JSON, XML / C style scripting, Linux command and configuration development of our proprietary application.
- Use of standard tools such as GitHub and Visual Studio
- Participated in environment testing and deployment of proposed configuration changes
- Performed internal functions in a Linux environment to facilitate transmission confirmations of HL7 transmissions and client configuration parameters
- Utilized Power BI to track individual and team performance metrics for professional development
- Created tickets for client follow up outside the scope of our practice
- Provided password reset support for client administrators
- Participated in ongoing 3M training including Lean Six and AWS Cloud Practitioner (3M 2022)
- Obtained Lean Six Sigma Greenbelt Certification
- Answer phone-based inquiries for entire product suite.
Systems Engineer
Infozen
Bethesda, MD
12.2016 - 06.2018
- Reviewed AWS cloud framework for back routing from BGP gateways.
- Provided subnetting expertise to validate proposed network engineering requests.
- Provided team coordination and ticket review for timely closure and technical advisement for outstanding issues. Identified potential vulnerabilities in firewall requests using NIST common vulnerability database
- Participated in configuration training via Cisco for Cisco Firepower firewall device.
- Provided project coordination and collaboration between system owners, DevOps, and Disaster Recovery group to facilitate planning initiatives between groups in developing and documenting contingency models, and disaster planning using NIST 800-53 and RMF frameworks.
- Worked with small to medium-sized groups collaborating on individual project assignments.
- Worked under the Program Management Office to coordinate reporting between group leaders for monthly reporting initiatives to the government sponsor.
- Conducted SharePoint site development and revision.
- Provided technical expertise on project flow and work sequence for SAN and virtualized infrastructure upgrade project.
- Utilized a Service Now environment to track project-related issues.
- Led team-building activities designed to boost morale and enhance skill levels
- Led training activities for new employees to gain access and experience across organizational systems
- Provided ongoing mentoring and created additional job aids to assist less experienced employees in gaining a greater technical perspective.
- Provided Process Document Support for various ongoing projects including Change Management workflow, SQL Server Architecture improvement, SAN Migration, VMWARE Failover Infrastructure
- Provided design document support for fault-tolerant server infrastructure project.
- Provided troubleshooting to the Database Management Team to establish a connection to hosted tools for SQL environments.
- Participated in AGILE design and development process amongst contract fulfillment team.
- Provided project support duties to the Program Management Office in preparing monthly progress reports.
- Provided project updates via Jira Register
- Responsible for maintaining Risk and Issue register for Program Review.
Systems Engineer
General Dynamics Mission Systems
Fairfax, VA
04.2016 - 09.2016
- Worked with Dev Ops Systems and Network Engineering groups to achieve specified requirements.
- Provided Systems configuration expertise utilizing Red Hat Architecture for DNS and BIND
- Provided Network configuration expertise in Cisco IOS and NexOS environments
- Developed system automation tools using a combination of VI, PERL, and BASH
- DOORS Project Management
- Provided security accountability to both groups during the development process
- Participated in AGILE design and development process amongst several participating groups.
Data Center Tech I
HopOne Internet
Mclean, VA
11.2014 - 10.2015
- Responsible for providing hands on support to our client's servers in a datacenter environment.
- Extensive work with Windows and Linux systems in providing support for initial hardware setups and OS installs.
- Experienced with Ubuntu, Centos and Fedora flavors of Linux.
- Extensive network and system support in various capacities including responsibilities including diagnosing some types of malicious activity at the network level, such as DDOS attacks using rogue endpoints.
- Server connectivity support with Cisco Switch configurations. Applied Interface, Port Security, and access lists to facilitate connectivity
- Configured system based IP allocations, and interface configuration at both the switch and the server level.
- Additional responsibilities included troubleshooting issues such as, reboots, password recovery, malicious attempt remediation and virus impact resolution, email support, hardware compatibility issues and upgrades, network configuration and administration via Cisco Switches and ASA devices.
- Acted in a leadership role to provide training to new employees on these procedures during Orientation Shifts.
- Provided some scripting and code analysis for website problems arising from issues with HTML coding.
- Provided support in modifying Linux configuration scripts for interface and service configuration for applications such as SSH and Apache Daemons when necessary to facilitate system functionality.
- Provided vendor related research and advisement for complex system configurations such as clustered Load Balancing per customer request.
- Assisted users in performing Apache based installations of WordPress platforms utilizing LAMP architecture.
- Acquired experience with Virtualization platforms including Citrix Xen Server and VMWare Server Configurations.
System Administrator
3M
Silver Spring, MD
07.2013 - 09.2013
- Aided in development of an integrated monitoring and ticket creation solution using Zabbix and JIRA applications.
- Worked with BASH scripting to modify threshold delineations within the Zabbix configuration environment.
- Introduced to Puppet as a virtualization management tool to manage Virtual resources within the development environment.
- Worked with Zabbix and Jira to establish communication and ticket initiation upon the notification of monitoring alert using an email trigger for ticket events.
- Conducted research and provide expertise on HIPAA Compliance rules and regulations for transportation of HIPAA regulated data.
- Provided user support for VPN connectivity issues using Cisco VPN product.
- Offered support in creating intranet documentation pages for Webmin Administration tools using SharePoint.
- Provided administration tasks on shared resource platform Virtuozzo
- Provided Networking expertise for development and migration of Local and Wide Area solutions using MPLS and VPN technology within 2 locations.
Tactical Response Manager
Verizon Business
Silver Spring, MD
01.2012 - 04.2013
- Responsibilities included, managing workflow for incoming issues and allocating delegations of reported issues amongst System and Network Engineering groups.
- Followed workflow from initiation to end solution by coordinating the efforts of these engineering group members.
- Ensured the delivery of issue resolution, and to provided managerial support for the outstanding issues when they required escalation to senior engineers, or additional information pertaining to the issues that were assigned in order to complete the resolution by required SLA.
- Managed client correspondence relating to new and ongoing issues as they were submitted.
- Identified new outages and manage events as part of an incident team including engineers and account representatives.
- Performed System Administration tasks including Linux application deployments, Large Scale DNS Requests, and Security administration within Active Directory for users and groups.
- Provided follow-up and escalation assistance in order to meet SLA requirements of outstanding issues.
- Provided user support for RSA Secure ID Technologies in synchronizing token user response.
- Provided monitoring review in Nagios Monitoring Suite.
NOC Engineer Customer Support
Latisys
Ashburn, VA
07.2011 - 10.2011
- Worked with a client support team to resolve outdated ticketing issues.
- Participated in Cloud Product Development information gathering
- Responsible for managing entrance to facilities for customer, vendor, and other staff personnel.
- Responsible for resolution of outstanding ticket issues using a Salesforce based ticketing system.
- Participated in developing procedure enhancements for existing workflow styles needing security related enhancements.
- Provided quality assurance and advanced technical support for existing issues pending resolution.
- Provided general support for implementing infrastructure requests relating to system architecture improvements using environment monitoring and ticket systems.
Systems Administrator / Technical Support
IRIDES Webhosting (Politico)
Arlington, VA
11.2009 - 04.2011
- Worked with customers on a daily basis, to educate and to resolve issues pertaining to their webhosting service.
- Provided monitoring support Via EM7 (Science Logic SIEM), and Cisco IDM product we used to regulate intrusion detection on our networks.
- Provided Systems support in relation to the Shared Resource platforms: Cpanel, DotNetPanel, IIS, Windows, and Linux.
- Provided troubleshooting and system administration via KVM Virtualization platform.
- Managed client migrations of 200 customers to new server environments during emergency maintenance periods to resolve unstable server environment issues.
- Performed most daily activities in a Windows environment, though also performed some job functions in a Linux and or Solaris environment including the analysis and troubleshooting of sendmail and postfix as well as the deployment and troubleshooting of Apache based WordPress installations.
- Daily responsibilities included, creating new hosting accounts in these environments, utilizing Internet Information Server, Email platforms and FTP services.
- Maintained these services on a daily basis by verifying the necessary services were running on the host boxes and restarting services or host boxes when necessary.
- Assisted the backup team in evaluating failed backup logs and determining root cause for failure and restarting backup processes.
- Provided general support in relation to domain registrations and renewals, SSL Certification registrations and renewals, DNS Zone changes as well as general information to customers regarding the types of services they utilize on a daily basis such as EMAIL, FTP, and our Hosting Service.
- Responsible for the configuration support for Handheld services such as blackberry devices for a managed enterprise client.
- Responsible for swaps, activations and technical device problems.
- Provided assistance in the data center as a local hands person to the external engineering staff when necessary.
Customer Service and NOC Operations
Comcast
Manassas / Herndon, VA
04.2009 - 11.2009
- Worked with Comcast initially as a Customer Service Representative in their Manassas Call Center.
- Provided assistance to current customers in dealing with any problems that arose in relation to their cable television product.
- Worked to troubleshoot issues with set top boxes as well as account information, including billing issues.
- Moved to NOC Center in Herndon where I worked on a development team that was working to create proprietary toolsets for internal employees.
- Monitored the integrated services Via Nagios, and to document any spikes in utilization of resources.
- Provided to notification senior engineers if any large abnormalities occurred.
Linux System Administrator II
Anacomp
Herndon, VA
11.2007 - 10.2008
- Worked in a Network Operations environment utilizing OPENVIEW, WEBMON, NSM and Patrol Tools to monitor the network status for an Electronic Document Warehouse.
- Responsible for verifying the integrity of files as they were received via a Linux based system.
- Utilized a combination of SQL, Linux, and other client application tools to identify transfer errors.
- Responsible for identifying whether the error could be corrected, or if the file would need to be resent.
- Worked with the internal groups, as well as the customer, to ensure that the network was functioning properly.
Technical Security Analyst
America Online
Dulles, VA
02.2007 - 11.2007
- Responsible for evaluating the access rights for employees and contractors to various systems within the AOL corporate environment.
- Provided rights analysis, in the event that an access needed to be granted or removed.
- Distinguished the proper approval chain for the access and submit the necessary approval requests.
- Processed requests, while remaining available to answer questions via phone or email pertaining to the status of any of these requests.
- Always available to provide further instruction as to how to submit a particular request, or the process required for attaining a specific access.
- Responsible for updating any necessary log-in credentials such as Network Passwords (active directory information), System Passwords, Unix Passwords, Secure IDs, and Remote Access SERA credentials as needed.
Administrative Assistant
The Coleman Group
Lanham, MD
09.2006 - 02.2007
- Assisted the group in compiling necessary reports for the employee payroll releases containing the existing leave balances.
- Provided additional assistance in a graphic design function to this group by designing and creating layouts for company forms, letterheads, and business cards.
- Responsible for coordinating the scheduling of technical service installations and maintenance appointments.
- Aided in the coordination of Government Agency events by making the event arrangements with the facilities and participants. When necessary
- Scheduled meetings and appointments for the CEO, and took messages in her absence.
Technical Support Specialist
Citrix Online
Goleta, CA
05.2006 - 09.2006
- Provided technical support to users of GoTo suite including Meeting and MyPc Remote desktop offerings.
- Consulted with users on minimum system requirements and related technical issues stemming from the installation and use of the product.
Production Coordinator
Kinko's Copies
Fairfax, VA
12.2003 - 06.2004
- Worked with various Copying, Printing, Faxing, Binding, and folding machines on a daily basis.
- Utilized Adobe Photoshop to make necessary formatting adjustments to customer documents.
- Responsible for taking new orders, as well as updating the status of current orders as they are completed.
- Worked in a fast-paced environment that operated on constant deadlines.
- Assisted customers with more basic copying, and computing needs.
High Speed Internet Service Representative
Cox Communications
Herndon, VA
06.2003 - 12.2003
- Aided Customers in setting up cable modems and necessary operating systems settings.
- Provided trouble-shooting assistance for Internet Explorer, and Outlook Express.
- Responsible for setting up new accounts and scheduling install appointments.
Customer Account Executive
Comcast
Richmond, VA
01.2003 - 06.2003
- Aided customers in trouble shooting basic cable boxes and setting up work orders for cable outages.
- Informed customers of available services and packages.
- Responsible for setting up new accounts and scheduling install appointments.
Client Support / NOC Operations
Keybridge Corporation
Reston, VA
10.2000 - 11.2001
- Worked with the Client Support Center in developing new policies and procedures for our group.
- Monitored customer web servers and identified and reported outages using Netcool software.
- Assisted the Information Systems Group in configuring workstations for new employees and offering technical assistance when necessary.
ISDN LAN Support / Dedicated Access Support
Bell Atlantic
Reston
01.1998 - 01.2000
- Worked with small business clients to install and troubleshoot local area networks using Farallon, Netopia and some Ascend Products.
- Utilized my knowledge of internet software such as mail and FTP clients to assist customers with their configurations.
- Worked with larger clients using Cisco products with T1, SMDS, and Frame Relay technology to verify router and DNS configurations.
- Responsible for submitting necessary updates to DNS ZONEFILES and worked with the clients to update router configurations when necessary.
- Provided 1st level support to the Network Operations Center in identifying when there were network issues.
Receptionist
Advanced Technology Systems International
McLean, VA
01.1997 - 01.1998
- Performed reception duties and worked with the Network Administrator to resolve daily internal issues.
- Aided the Daycare Monitoring System project during implementation by assisting with configuration and installation of Ascend router and ISDN service to support the Monitoring Service.
Technical Support
Erol's Internet Service
Springfield, VA
01.1996 - 01.1997
Systems Engineer / Client Engineering Support
UUNET
Fairfax, VA
05.1996 - 08.1996
- Joined a training program for Ascend and Cisco router configuration.
- I worked with Solaris Spark Station and X - Windows.
- I accomplished the configuration management for 10 clients using Ascend and Cisco Routing appliances.
- I provided Initial set-up configuration in a Lab environment and was responsible for shipping this equipment to the customer and assisting the client with setup on the remote site.
Education
Ph.D. - Information Technology: Artificial Intelligence
University of the Cumberlands
Williamsburg, KY01.2027
Post Graduate Certificate - Artificial Intelligence / Machine Learning / Data Engineering
Purdue University
Lafayette, IN04.2025
M.S. - Information Technology: Telecommunications Management / Information Assurance
UMUC
Adelphi, MD05.2015
B.A. - English
University of Maryland - University College
Adelphi, MD12.2011
Skills
- Python for AI/ML
- Data Science
- Data Engineering
- Matplotlib
- TensorFlow
- Pytorch
- Pandas
- Scikit-learn
- Seaborn
- ETL
- Apache Spark
- Hadoop
- Redshift
- Kafka
- Sagemaker
- Azure
- AWS
- PHP
- LAMP
- SQL
- Linux Administration
- Windows Administration
- HTML
- C
- Networking
- Virtualization
- VMWARE
- Virtual BOX
- Citrix Xen
- KVM
- Webhosting
- Cloud Computing
- Project Coordination
- Management
- Training
- System Engineering
- System Administration
- Development
- Security Administration
Certification
- COMPTIA NETWORK +, 11/2013 - 2028
- COMPTIA SECURITY +, 01/2016 - 2028
- COMPTIA CASP+, 10/2022 - 2028
- Lean Six Sigma Greenbelt (3M), 2020
- NVIDIA Fundamentals of Deep Learning, 06/2024
- ITIL V.4, 03/2025
- CISSP, 04/2025 - 2028
Skillsets
- Python for AI/ML
- Data Science
- Data Engineering (Python Libraries Matplotlib, TensorFlow, PyTorch, Pandas, Scikit-learn, Seaborn, ETL)
- Data Engineering Tools (Open source tools such as Apache Spark, Hadoop, Redshift, Kafka, Sagemaker, Azure / AWS)
- PHP
- LAMP
- SQL
- Linux Administration
- Windows Administration
- HTML
- C
- Networking (Cisco, AWS, Azure)
- Virtualization (VMWARE, Virtual BOX, Citrix Xen, KVM, Microsoft, AWS, Google)
- Webhosting
- Cloud Computing
- Project Coordination
- Management
- Training
- System Engineering
- System Administration
- Development
- Security Administration
Timeline
Faculty CIS
ECPI University
04.2023 - 06.2025
Technical Services Analyst
3M HIS (Solventum)
01.2020 - 10.2023
Systems Engineer
Infozen
12.2016 - 06.2018
Systems Engineer
General Dynamics Mission Systems
04.2016 - 09.2016
Data Center Tech I
HopOne Internet
11.2014 - 10.2015
System Administrator
3M
07.2013 - 09.2013
Tactical Response Manager
Verizon Business
01.2012 - 04.2013
NOC Engineer Customer Support
Latisys
07.2011 - 10.2011
Systems Administrator / Technical Support
IRIDES Webhosting (Politico)
11.2009 - 04.2011
Customer Service and NOC Operations
Comcast
04.2009 - 11.2009
Linux System Administrator II
Anacomp
11.2007 - 10.2008
Technical Security Analyst
America Online
02.2007 - 11.2007
Administrative Assistant
The Coleman Group
09.2006 - 02.2007
Technical Support Specialist
Citrix Online
05.2006 - 09.2006
Production Coordinator
Kinko's Copies
12.2003 - 06.2004
High Speed Internet Service Representative
Cox Communications
06.2003 - 12.2003
Customer Account Executive
Comcast
01.2003 - 06.2003
Client Support / NOC Operations
Keybridge Corporation
10.2000 - 11.2001
ISDN LAN Support / Dedicated Access Support
Bell Atlantic
01.1998 - 01.2000
Receptionist
Advanced Technology Systems International
01.1997 - 01.1998
Systems Engineer / Client Engineering Support
UUNET
05.1996 - 08.1996
Technical Support
Erol's Internet Service
01.1996 - 01.1997
Ph.D. - Information Technology: Artificial Intelligence
University of the Cumberlands
Post Graduate Certificate - Artificial Intelligence / Machine Learning / Data Engineering
Purdue University
M.S. - Information Technology: Telecommunications Management / Information Assurance
UMUC
B.A. - English
University of Maryland - University College