SONYA HIGHLANDER

Provide Tier 2-3 support to the IC and Network Operations Center (NOC)

• Utilize and troubleshoot Cisco IOS, Juniper JUNOS, Brocade and Foundry OS, Networks / Switching (VLAN's)
• Supports an organization's local area network (LAN), wide area network (WAN), customer networks, Intranet and Internet and other data communications systems or a segment of a network system
• Monitor networks to ensure network availability to all system users and perform necessary maintenance to support network availability / Satellite Communication Networks, GPS
• Maintain network hardware and software and review topology drawings
• Proactively identify risks in the network and develop a plan to mitigate them
• Supports numerous business requirements for telecommunications (e.g., LAN, MAN, WAN, Voice and Video)
• Configure and troubleshoot advance networking: MPLS, BGP, OSPF, familiar with LAMBDA, LAN/MAN/WAN/Optical specialization, Dynamic Circuit Network (DCN)
• Utilizes common ticket systems (ServiceNow and HelpNow) and common network management tools (HPOV, HPNA, SolarWinds SAM, NMS, Netcool, Riverbed etc)
• Troubleshoot load balance and fault isolation of IT business systems
• Troubleshoot Layer 1, 2 and 3 levels of the OSI model and configuration of routing protocols such as EIGRP, OSPF, MPLS, BGP, LCP. Create – Resolve – Close Incident Tickets
• Provides technical expertise in the management of a public and/or private network such as Internet protocol (IP) networks, wide area networks (WANs), and public switched telephone networks
• Maintains, monitors, analyzes, troubleshoots, modifies and supports network communications systems to provide maximum performance and availability
• Supports local and wide area networks (LANs/WANs) in the areas of Internet connectivity, capacity planning, routing, switching, server load balancing, network security, and wireless
• Attends two daily status meetings on updated communications technologies based on maintenance and network impacts and enhancements
• Provides configuration management (CM) information on EOL networking devices.
• Acts as a resource for colleagues with less experience
• Acts as a resource for other team members internally and externally. Monitors Forcepoint appliance
• Exercises judgment based on the analysis of multiple sources of information
• Impacts a range of customer, operational, project or service activities within own team and other related teams; works with broad guidelines and policies
• Provided security incident triage and response.
• Supported data center power and cooling infrastructure and consistently applied critical facility operational best practices.
• Oversaw development and maintenance of computer systems, server upgrades and operating systems.
• Collaborated with engineering to report issues, manage project deliverables and provide status reports.
• Analyzed, troubleshot and enhanced network performance to drive efficiency.
• Diagnosed network problems involving combination of hardware, software, power and communications issues.
• Performed troubleshooting for Juniper, Cisco, and packet analysis.
• Managed, tracked, and coordinated problem resolution and escalation processes.
• Troubleshot complex multi-vendor network service provider issues.
• Monitored network capacity and performance to diagnose and resolve complex network problems.
• Reduced downtime incidents by proactively monitoring and troubleshooting network issues.
• Collaborated cross-functionally with IT teams to execute seamless system upgrades and migrations without disruption to business operations.
• Established best practices for network maintenance and troubleshooting procedures, resulting in reduced response times for incident resolution.

• Provide information technology support for an Enterprise of ~120,000 end users
• Support the merge or two separate enterprise networks
• Receive inbound customer calls and email inquiries, analyze their problems, research solutions, and provide solid answers easily understood by the customers
• Remote to customer workstations to resolve issues requiring intricate solutions
• Ensure compliance of network connected workstations
• Support Windows, Mac, Android, and iOS devices
• Utilize Citrix software for remote purposes on: Desktops, Laptops, Thin Clients, VDIs, and mobile devices
• Escalate issues to the next level of support as needed
• Followed up on escalated tickets with end users to ensure resolution
• Utilize daily over 25+ different applications for troubleshooting
• Troubleshoot web connectivity problems to determine root cause
• Used ticketing systems to manage and process support actions and requests.
• Managed high levels of call flow and responded to technical support needs.
• Diagnosed and troubleshot hardware, software and network issues.
• Responded to customer inquiries and provided technical assistance over phone and in person.
• Created user accounts and assigned permissions.
• Researched and identified solutions to technical problems.
• Configured and tested new software and hardware.

• Observed workers at a new construction site and walked all day to different areas of the building and site until workers has been completed their jobs. Had to pay attention to merchandise being shipped in the loading dock area.
• Guided groups of up to 15 people on scheduled tours.

• Supported IC by troubleshoot and resolved computer hardware, software applications, network problems and replaced defective components when necessary and utilize metadata.
• Conducted monthly updates, patch maintenance and management via remote desktop protocols and assistance on the production floor.
• Monitored multiple queues and inboxes, troubleshoot and fixed issues immediately
• Monitored computer and information systems daily in compliance with Host Based Security System (HBSS) guidelines and Standard Operation Procedures (SOP).
• Managed and controlled all user rights and accounts through Active Directory services.
• Managed systems data and conducted reports daily and monthly. Maintained thin and thick client workstations.
• Installed and verified connectivity of all hardware, servers, routers and switches equipment.
• Annotated completion of scheduled jobs and reports, backups and key processes while reviewing systems and application logs via database.
• Created reports to keep management up to date SLA metrics
• Performed Proxy solution component upgrades, testing and configuration
• Managed user access rights to maintain a high level of information security while ensuring appropriate levels of accessibility for authorized personnel.
• Maintained a high level of customer satisfaction by providing rapid, accurate response to inquiries and concerns regarding system performance or functionality.
• Collaborated with IT team to develop and implement comprehensive disaster recovery plans, ensuring minimal data loss during critical incidents.
• Installed important security and functionality patches to maintain optimal protections against intrusion and system reliability.
• Enabled smooth transitions during hardware and software upgrades, minimizing disruptions to end users.
• Completed reports detailing network and systems performance and downtime issues.
• Established effective communication channels between IT support staff and end-users, leading to improved issue resolution times overall.
• Enhanced system performance by optimizing server configurations and implementing regular updates.
• Improved security measures by conducting vulnerability assessments and applying necessary patches.
• Oversaw file system and storage upgrades while safeguarding data integrity and redundancy.
• Secured sensitive data from unauthorized access, meticulously managing user permissions and access controls.
• Achieved notable improvement in network stability by regularly updating system software and applying patches.
• Alleviated potential security risks, promptly addressing software vulnerabilities as they were identified.
• Enhanced system security with deployment of advanced firewall and intrusion detection systems.
• Fostered culture of continuous improvement, leading initiatives for software and hardware upgrades that kept pace with technological advancements.
• Installed and configured network printers and other peripheral devices.
• Planned and implemented upgrades to system hardware and software.
• Diagnosed and resolved hardware and software issues.
• Monitored networks and network devices to resolve technical problems quickly.
• Analyzed network traffic and performance metrics to optimize system performance.

• Secured entire three-story building by walking constantly throughout shift. Had to monitor and inspect equipment and supplies for cleaning supplies from delivery companies via loading dock daily including other merchandise.
• Conducted physical security on entire building and rooms daily.
• Monitored internal and external buildings using CCTV security monitoring system
• Screened bags with physical inspections, wands, and x-ray technology.
• Checked credentials and identifying paperwork for all incoming employees and visitors.
• Investigated complaints and documented findings.
• Completed hourly patrols of facility, grounds and perimeter.
• Monitored CCTV cameras and alarm systems for security breaches.
• Responded quickly to emergency situations to assess and deflect issues.
• Examined doors, windows and gates to verify security.
• Communicated with security team and building supervisors using two-way radios, mobile phones and other technological devices.
• Updated shift logs and produced daily reports to document security activities and specific incidents.
• Secured premises and personnel by patrolling property and monitoring surveillance equipment.
• Investigated suspicious activities and persons to maintain security of premises.
• Wrote detailed reports of all security breaches and investigations.
• Enforced security policies and removed violators and unauthorized individuals from premises to maintain safe environment.
• Leveraged physical or verbal techniques to investigate suspicious activities and resolve concerns.

• Annotated completion of scheduled jobs and reports, backups and key processes while reviewing systems and application logs via database. Utilize Citrix
• Daily followed up with team members as needed for quality assurance, provided feedback to improve overall team performance
• Interface with third-party vendors for hardware replacement
• Administered and processed different test request daily and immediately
• Master the features and functionality of the supported software applications
• Provided training on specific tasks in the applications
• Ensured issues were fully documented on the system application platform
• Received inbound customer calls, inquiries, analyze their problems, research solutions, and provided solid answers easily understood by the customers and doctor's offices
• Developed multi-site IT execution strategies, aligning work orders at 7 locations to effectively align available resources with historical service data.

• Provided technical floor support to computer users via on-site at school campus.
• Administered Tier I, II, service support to over 500 end users by overseeing installation, configuration, maintenance, and troubleshooting on end user workstation hardware, software, and peripheral devices.
• Migrated from Microsoft XP to Vista OS onto over 120 workstations and replaced 150 CRT monitors.
• Assisted with desktop installations, hardware and software upgrades, changes and maintenance. Assisted with password and logon issues for computer lab students.
• Trained students on Remedy Service Support Software to assist in identifying common problems and developing solutions for various lab operations
• Tutored students in Mathematical courses- Basic Math, Algebra, Geometry and Statistics

• Conducted industrial and physical security duties for EUCOM J2 Intel Directorate
• Responsible for 13.5-million-dollar Sensitive Compartmented Information Facilities (SCIF) security system renovation
• Provide technical support for NAVSEA and fellow shipmates thru out NOSC.
• Repair laptops/desktop. Setup user accounts, map drive and verify shipmate's connectivity to sever.
• Image PC's, backup data, replace hard drives.
• Provide support for the global war on terrorism.
• Updated work schedules and reported any security violations to supervisor or CIO
• Deployed physical security J2 Standard Operation Procedures (SOP) for foreign contractor workers, checked badges, monitored communications rooms and trained two new service members

• Analyzed and collected SIGINT data daily, from sensor systems and satellite, maintained maintenance on electronic hardware, conducted operations and restored failed systems in a timely manner. Responsible for sending messages and reports on satellite communications, received via voice, electronically or fax, generated by higher echelon space control centers.
• Prepared daily tasking summary reports, monitored and recorded visual data on weather conditions and sensor equipment malfunctions and correction procedures to higher headquarters.
• Conducted daily end of shift system data backup and cleanup, performance checkouts on equipment and systems on data tapes.
• Conducted daily PMI’s preventative maintenance on computer software, hardware and equipment O&M including generate a report of all system malfunctions and anomalies upon occurrence.
• Performed IA (Information Assurance) level 1 requirements for NIPR/SIPRNET workstations. Identified and properly reacted to security anomalies or integrity loopholes such as system weaknesses or vulnerabilities. Bi-weekly participated in Information Assurance training (INFOCON, LAN/WAN usage, COMPUSEC, and Licensing Network Users through USAF and company portals.
• Troubleshoot, monitored, secured and controlled the physical data link circuit and message distribution terminal, connectivity to the local and wide area networks.
• Maintained security checks on cryptographic devices and equipment from the communications room and physical security daily.
• Complied with security procedures for OPSEC and Communications Security on all GEODSS (Ground Electro-Optical Deep Space Surveillance) systems, documents, technical operations manuals and equipment.
• Enhanced team collaboration by providing clear communication of complex findings through visualizations and reports.
• Enhanced data accuracy by meticulously validating and updating customer information in database.
• Managed multiple projects simultaneously while adhering to strict deadlines and quality standards.
• Generated reports detailing findings and recommendations.
• Optimized customer experience by delivering superior services and effectively troubleshooting issues.
• Frequently inspected production area to verify proper equipment operation.
• Operated various types of machinery, demonstrating versatility and adaptability in diverse work environments.
• Reduced equipment downtime by troubleshooting issues and performing timely repairs.
• Increased overall product quality through meticulous attention to detail during operation processes.
• Conducted preventative maintenance on equipment to reduce repair costs.

• Demonstrated outstanding aptitude for operational and administrative work while working as an active-duty reservist, in the Human Resource, Logistics and Administrative departments.
• Reconstructed, reorganized and scanned over 300 service members financial, training and service records; for future inspections, deployment readiness and overdue awards.
• Coordinated and participated in fund raiser events. In July 2009 received a Navy Reserve Blue Jacket of the quarter award for being an outstanding sailor.
• Devoted to duty by representing the Navy at over 7 Funeral Honors details and lead personnel involved.
• Provided support during organizational restructuring efforts, minimizing disruptions to daily operations while ensuring fair treatment of affected employees.
• Coordinated employee training programs to boost skills development and improve overall performance.
• Improved organizational culture with introduction of team-building activities.
• Improved organizational filing systems for confidential employee records, resulting in improved accessibility and efficiency.

• Provided frontline tech support and customer service in the store and via telephone.
• Orchestrated the store adventure in the best possible way by presenting a warm and friendly welcome to customers as a Concierge and Specialist.
• Showcase Apple products and services by scheduling personalize appointments to shoppers; in order for them purchase the best solutions.
• Juggled customer and product issues with a genuine sense of urgency by troubleshooting and solving minor problems pertaining to Apple products: iPhones, iPods, laptops, printers, software and accessories.
• Translated “techno-jargon” into layman’s terms in a serene and professional manner.
• Sold over $10,000 worth of Apple products during the new 3G iPhone launch and volunteered to work extended hours on days off.
• Assisted guests with special needs or requests, demonstrating empathy and understanding in every interaction.
• Managed a variety of tasks simultaneously, maintaining professionalism and efficiency under pressure.
• Improved overall guest satisfaction by consistently exceeding expectations in all aspects of concierge services.
• Greeted guests upon arrival and offered directions to key amenities to cultivate quality hotel experiences.
• Facilitated smooth check-in and check-out processes, minimizing wait times and improving guest satisfaction.

• TRAINING: Installed, troubleshoot and performed preventative and corrective maintenance on electronic and communications equipment. Delivered support to the Marine Corps on EW Electronic Warfare ECM Electronic Countermeasures systems. Evaluated and troubleshoot equipment problems and recorded data onto problem solving reports daily. Consult with 13 new FSR’s Field Service Representative on proper installation, maintenance and troubleshooting procedures on the ECM systems on military vehicles at various locations throughout Iraq. Including on how to input field problem reports into a database. Consult with service members on how to operate PDA’s handheld devices and ECM systems.
• PRODUCTION: Assisted in the Installation of over 2000 high powered jammer under less-than-ideal work conditions. Inventoried monthly serviceable equipment in stock. Committed seven days a week, worked 12 hour shifts under different weather conditions and environments.
• DOCUMENTATION: Provided field problem reports to assist, organize and verify any maintenance done on jammer. Input over 600 field problem reports into a updated database.
• TROUBLESHOOTING: Installed hardware and cables into upgradeable cases/systems, bench tested, repaired, refurbished and troubleshoot box level components, installed, configured and upgraded software and verified all high-power jammer met or exceeded manufacturer specifications. Conducted OEM level testing by troubleshooting and repairing electronic systems to the components by using in-depth diagrams, schematics and technical manuals. Calibrated systems using electronic devices and computers.
• ACCOMPLISHMENT: Cultivated and maintained professional global relations with key personnel. Purpose driven assignment and worked promptly and effectively on communications systems.
• Utilized advanced diagnostic tools for accurate identification of system faults, minimizing repair times significantly.
• Enhanced system performance by troubleshooting and repairing electronic equipment.
• Fixed circuit boards and wire harness problems using schematics, wiring diagrams, and testing instruments.
• Troubleshot and resolved equipment failures to reduce operational disruption.
• Monitored and tested equipment performance to diagnose and resolve problems.
• Assembled, tested and maintained components and systems for high-performing electronics.
• Used diagnostic and testing processes in collaboration with product engineers to identify, define, and solve development issues.
• Calibrated electrical components and systems to optimize performance.
• Improved team collaboration by training junior technicians on proper diagnostic and repair techniques.
• Delivered high-quality results under pressure by managing multiple simultaneous projects with tight deadlines efficiently.
• Managed reactive repairs and emergency maintenance for varied electronic devices.
• Reviewed and interpreted service manuals, specifications, wiring diagrams, and blueprints.
• Diagnosed and repaired complex faults within target timeframes.
• Enhanced data accuracy in electronic measurements by calibrating equipment, ensuring compliance with industry standards.
• Trained new system users and employees in classroom type sessions to promote useful system knowledge and operations expertise.
• Updated hardware and software platforms by implementing automation and efficiency improvements.

• Monitored daily networks to identify intrusion and misuse of data files and information.
• Worked closely with the Security/Network Administrator, provided tech support to 15 end users with hardware and software problems including upgrades, configurations and extensive printer issues. Running on a LAN Local Area Network.
• Coached employees on how to safeguard computer files from identify theft, privacy, liability issues including computer attacks: spoofing, virus, worms, Trojan horse. Monitor system for security exploitation
• Performed daily, weekly and monthly system backups and stored in a secure area
• Troubleshoot network hardware, software and peripherals and performed preventative maintenance using set guidelines and procedures
• Issued and reset passwords, monitored systems performance logs using Microsoft Windows Server 2003 used Active Directory.
• Assisted the finance manager by processing financial operations into a database and accounts receivables
• Utilized PeopleSoft applications to process and organize monthly training manuals.
• Assisted project management team on building renovations using Microsoft Visio
• Showcased versatility in adapting quickly to new software tools introduced into the work environment as part of continuous improvement efforts.
• Improved customer satisfaction by efficiently addressing and resolving support issues.
• Collaborated with team members to provide comprehensive solutions to client inquiries.
• Provided exceptional service with prompt responses to phone calls, emails, and chat messages from clients seeking assistance.