Glenn Alkinburgh Email & Phone Number

Hanover, Md, Us

I lead an 8-person team supporting a NIST-compliant IT helpdesk, including operations tied to federal government deliverables.Key Responsibilities• Oversee ticket management and escalation using Jira Service Management.• Develop SOPs for ticket handling, internal processes, and compliance with NIST standards.• Standardize documentation in Confluence, creating templates for internal and external use.• Conduct regular syncs with team members to track progress, provide feedback, and address challenges, fostering collaboration and accountability.• Identify and implement opportunities to expand helpdesk responsibilities.• Ensure cross-training and skill validation across the teamKey Achievements• Unified two helpdesks across departments, improving staffing efficiency and team capabilities through cross-training.• Expanded helpdesk capabilities by identifying work traditionally done by other teams and training the helpdesk to handle it, enabling specialized teams to focus on their core tasks.• Improved documentation practices with clear, consistent templates.• Strengthened team performance and morale through regular check-ins, promoting accountability and clear communication.• Supported secure, compliant operations critical to federal government requirements.

London, Gb

As a Senior Systems Engineer for a Department of Defense project at Microsoft, I am responsible for providing tier 2 solutions and overseeing tier 1 IT Support Engineers. We provide IT support for a project within the larger Microsoft Mixed Reality (MR) program. This enables Microsoft to deliver timely solutions to the US Government. As a tier 2 lead I have overseen the growth in ability of our tier 1 helpdesk members to respond to customer needs, ensuring that SLAs have been put into place and are consistently met beyond expectations. Services such as account management and creating, troubleshooting and ensuring secure connectivity to virtual desktops hosted within the Azure virtual desktop infrastructure for hundreds of employees are among our daily tasks. Imaging, deploying, and asset management of physical computers, mobile phones, and removable media also fall within the scope of our positions.We are legally obligated to operate within the scope of the Defense Federal Acquisition Regulation Supplement (DFARS). Adherence to the National Institute of Standards and Technology (NIST) guidelines is mandatory. Knowledge of NIST SP 800-171 (Protecting Controlled Unclassified Information in Nonfederal Systems and Organizations) and NIST SP 800-53 (Security and Privacy Controls for Information Systems and Organizations) is required to effectively support the IVAS project.Tier 2 responsibilities include:• Implementing procedures for supporting Microsoft Entra ID services such as ID Identity Governance and ID Privileged Identity Management.• Security certificate enrollment for YubiKey and smart card multi-factor authentication (MFA) solutions.• Collaboration with the Incident Response, Trade, and Compliance teams on system security plans to identify the risks and vulnerabilities of our IT infrastructure and the measures taken to protect it from unauthorized access, modification, or disclosure.

Bellevue, Wa , Us

As a Senior Systems Engineer at this Managed Service Provider, I was responsible for providing expert solutions for a variety of clients. Custom support plans and solutions were put in place for several larger clients based on my experience and recommendations. My background in supporting healthcare organizations with their IT needs proved especially valuable.Daily workload included responding to critical cases escalated from the Help Desk. This included remote and on-site support which was dependent upon the situation and severity of the issue. Issues ranged from physical hardware replacements in data closets, coordination with cable and communication vendors, intrusion prevention/detection/response, O365 and Azure setup and maintenance, data retention/backup escalations and beyond.

Bangalore, Karnataka, In

Responsible for providing technical assistance with all aspects of Microsoft Azure IaaS components for Microsoft's Azure customer support department. Including Windows/Linux virtual machines, Azure Service Manager (classic)/Azure Resource Manager (ARM) deployments, availability sets, scale sets, blob storage, Azure file sync, performance issues, RDP/SSH connectivity issues, network security group configurations, backup and disaster recovery, and beyond.Responsible for handling large and complex workloads at all times, while maintaining individual case service level agreements. Also responsible for staying up to date with the latest daily changes to Microsoft Azure and being able to learn on the spot to be able to assist all customers at a moment's notice.

Mclean, Va, Us

Responsible for overseeing the Content Staging and Support Teams, with reports in Redmond, WA and Chennai, India. Working with clients to determine the best solutions for their training environment needs. Identifying areas in need of improvement pertaining to the virtual labs platform. Overseeing the migration of lab environments from a Server 2012 infrastructure to Server 2016.• Assisted in successfully hosting an Azure Stack (ASDK) host within Microsoft Azure, a heavily nested virtualization solution. This build is utilized by Microsoft’s own Azure team to facilitate demonstrations and training on the product.• Successfully onboarded a new Enterprise Network Security course utilized by Microsoft to facilitate internal training for their Security Capstone on Open edX. This course was “gamified” for a Network Security competition at Microsoft’s Inspire conference, in July 2018.• Redefined platform testing workflow to maximize effectiveness with available resources.• Integrated an off-shore team to expand our Support Desk to 24/7 capabilities.• Manage virtual lab environment creation for Microsoft’s MOC, MOD, edX, Open edX, M-ILT, and PBT courses.

Kirkland, Wa, Us

Responsible for overseeing the Content Staging and Support Teams, with reports in Redmond, WA and Chennai, India. Working with clients to determine the best solutions for their training environment needs. Identifying areas in need of improvement pertaining to the virtual labs platform. Overseeing the migration of lab environments from a Server 2012 infrastructure to Server 2016.• Assisted in successfully hosting an Azure Stack (ASDK) host within Microsoft Azure, a heavily nested virtualization solution. This build was utilized by Microsoft's own Azure team to facilitate demonstrations and training on the product.• Successfully onboarded a new Enterprise Network Security course utilized by Microsoft to facilitate internal training for their Security Capstone on Open edX. This course was "gamified" for a Network Security competition at Microsoft's Inspire conference, in July 2018.• Redefined platform testing workflow to maximize effectiveness with available resources.• Integrated an offshore team to expand our Support Desk to 24/7 capabilities.• Manage virtual lab environment creation for Microsoft's MOC, MOD, edX, Open edX, M-ILT, and PBT courses.

Kirkland, Wa, Us

Responsible for maintaining the quality of the content hosted on a PaaS labs platform. Automated content onboarding processes to be easily and readily trainable for scaling staff. Defined the processes utilized to ensure quality deliverables through the virtual labs platform, preserving the integrity of the labs content to the highest degree. Provided unique solutions to address clients’ specific virtualization needs both internally and externally. • Became the subject matter expert (SME) for building secure solutions for hosting InfoSec and cyber security content on the virtual labs platform. • Assisted in the design of the LabFactory product which leverages the platform as a content building service.• Deployment of 2000+ VMs for 100+ courses for the Microsoft Official Curriculum (MOC) content into the current version of the platform. Required high attention to detail for preserving content quality and course integrity. • Redefined onboarding process to ensure a quality delivery of hosted content through the labs platform.• Effectively trained a new, growing team to support the labs platform and content onboarding.

Kirkland, Wa, Us

Responsible for defining support protocol processes for supporting multiple projects. Addressed client questions regarding the virtual labs platform. Served as an escalation path for the Tier I members and trained new staff on the labs platform. Provided the necessary training to team members for supporting business continuity.• Customized and maintained “Enabling and Managing Office 365” course on XtremeLabs Platform. A course solution which provides a unique external IP Address to each student through the XtremeLabs cloud solution.• Implemented SharePoint site for Support Team. Encompassing Document Libraries, SharePoint Lists, Revisioning policies, Security Permissions, Etc.• Maintained and monitored the call log, ensuring support tickets were being handled with the utmost care (triage). • Generated and maintained PivotTables for analysis of support tickets.• Effectively tracked and communicated escalated concerns to efficiently resolve support tickets and address customers’ needs.

Kirkland, Wa, Us

• Provided world-wide support for students taking online courses utilizing the XtremeLabs virtual labs platform. Support provided via Phone, Email, and Chat.• Escalated issues to appropriate team members.• Tested course material when issues were reported by students.• Performed platform testing when updates were released.• Smoke-tested UI.

Atlanta, Georgia, Us

- Assisted with a hardware refresh of 300 desktops and laptops, using Windows Deployment Services to deploy Windows 7 OS, and using SCCM 2012 r2 to deploy software.- Used Microsoft SharePoint 2013 to track all IT asset movements, including laptops, desktops, monitors, printers, and scanners.- Worked with vendors to procure needed desktops and laptops.- Took physical inventory of monitors and laptop docks, identified units that needed to be replaced, obtained quote from vendor, and submitted a purchase order for the required amount.- Creation of print queues using Windows Server 2003.

Schenectady, New York, Us

- Onsite and remote hardware, software, and network support to a fast paced 1300+ member workforce, including complete laptop and tablet screen replacement services.- Lead on asset management, covering five offices in three states, as well as hundreds of home based worker locations. Including IT lifecycle management using Remedy IT Asset Management to track Desktops, Laptops, Cell Phones, Tablets, Printers, Scanners, and other various IT related equipment.- Part of a team that developed and executed a plan to replace two aging Symantec Antivirus servers with Symantec Endpoint 10.1 servers, and shared administrative responsibilities of the new servers.- Worked with team to upgrade laptops and desktops from Windows XP to Windows 7.

Albany, New York, Us

- Provided hardware and software support as a temporary employee.- Worked with full time staff to support a 1300+ member workforce.- Worked on team to expand the office to another location down the street, occupying two floors and supporting about 200 additional workers. Packed, moved, and setup workstations. Tested and resolved connectivity issues.

- Worked as a temporary employee on a tech refresh project, replacing 1000 desktops and laptops with new hardware and upgrading remaining Windows 2000 workstations with Windows XP.- Used Symantec Ghost to image large amounts of computers.- Performed software and file migration to new workstations.- Facilitated return of old leased equipment to IBM.