Anthony Lynch Email & Phone Number

Vienna, Virginia, United States

Troubleshoot and resolve trouble tickets related to technical difficulties with hardware, software, and the network. Triage Level II and Level III trouble tickets using SLAsResolve Network switch and connectivity issues with assistance from members of the Network TeamCollaborate with development staff to recreate problems in the test environment Verify issue resolution on the customer’s behalf Verify with the customer that the issue has been resolved and update the ticketing system using RemedyInterface with infrastructure, database, and development personnel Communicate plan, progress, and issues in a timely manner Actively contribute to ongoing process improvement Performs other duties or special projects as assigned Ability to complete multiple simultaneous projects in a timely mannerVideo Teleconference support (Tandberg & Polycom).Imaging of workstations and laptops for new and existing customers.Blackberry user support.Maintains inventory of hardware equipment that’s issued to customersUse of remote tools such as Dameware and Bomgar.

TSA/DHS – Network Operations (2nd shift)Job Functions:Monitoring of all network devices in various cities across the U.S.A. and overseasGenerating Remedy tickets for any network devices, servers, network printers outages.Conducts testing and implementation of network design. Maintains technical expertise in all areas of network and computer hardware and software interconnection and interfacing, such as switches, routers, multiplexers, firewalls, hubs, NICs, bridges, gateways, etc.Nightly shift reports are submitted to upper management.Detailed knowledge of information technology systems analysis principles, techniques, requirements, methods and procedures.Acting as a team shift lead overseeing development teams, end user and management.

Provide desktop support for The Center for Disease Control and Prevention. Work in a Windows XP network environment. Support users with local and network printer issues, PC imaging of workstations,. Outlook email support, Blackberry setups and support. Manage Audio/video conferencing setups for various meetings. Provide software connection to other CDC locations. Utilization of ghost imaging software Operate Peregrine ticket tracking system, to manage and track end user problems, upgrades and other services.Support other government COTS software applications.

Monitors availability and performance of all Windows 2000/2003 based serversMonitors availability and performance of all routers, switches and network appliances.Monitors availability of electrical and cooling equipment in DR site. Generates Remedy tickets for any windows or UNIX server alert that is received and e-mails applicable group. Contacts WAN provider for WAN Providers ticket number and ensures service provider is working on FO or RO outage. Escalates any network outside of FO and RO outage to Network operations group immediately. Follows each support group’s off-hour escalation procedure. Follows Code Blue escalation procedure for large-scale outages or long running outages.Answer calls, creating tickets and escalating tickets as necessary to the proper groups. Each ticket must have troubleshooting documentation that explains the problemMonitor outage and information messages posted on the DIT Help Desk website, voicemail and wallboards to ensure accuracy and timely updatesEscalate problems tickets to the proper escalations contacts and make Management aware of issues that are not resolved within the escalation/SLA guidelines.Provide timely responses to client and management requests.

As a Senior Network Administrator, worked in the Network Operations Center (NOC) which monitors the unclassified network utilizing monitoring tools such as HP Open View, NT Manage and NetCool for network status and reporting. Monitored NT Manage on the SIPRNET machine and e-mail traffic. Acts as the Level I/II Helpdesk support after hours as well as weekends to open, up-channel and resolves Remedy tickets. Sent out Customer Service Alerts (CSA) as directed by leadership when VIP will be affected by change in normal operation. Utilizes Enterprise Administrator to reset passwords, unlock enable and disable accounts on both classified and unclassified systems. Monitored the operability of the CITRIX servers. Monitored VIP successful logon attempts via users that utilize Remote Access Service (RAS). Assist internal users that fail at login attempts by giving detail setup direction. Maintain a Master Station Log to annotate significant events occurring during assigned shift/s.

Monitored application/system software and hardware operations for S.D.D.C (Surface Deployment and Distribution Command) at the Hoffman Building in Alexandria, Virginia.Conducted research on various operations to help stay abreast of the latest developments in MIS technology. Provided end user support of various issues on Windows 2000 and XP platforms. Ticket tracking system using Siebel software program. Perform/oversee systems administration and network management/administration responsibilities.Provided continuous liaison with users and project staff to help identify unique and/or common difficulties and prepare plans for their resolution. Coordinate system resource availability with database analysts, system and applications programmers, and other users.

Provided network administration and user level technical support for the District of Columbia Department of Corrections. Provided computer support assistance in Windows NT and Windows 2000 operating systems and Office 97 & Office 2000 application programs. Provided support of Lotus Notes internal e-mail system and created new user accounts for network usage and e-mail. Provided user support and setup of (J.A.C.C.S.) database, a city management inmate tracking system. Establishes dial-up accounts for employees on stand alone PC’s through modem set-ups. Provide support in imaging and configuration of new computer systems that will be deployed out to users.Provide configuration and setup of laptop computers for users. Configure and establishes network printers on the LAN network. Updates systems on the client/server.Provides deployment of new computer workstation systems running Windows NT and Windows 2000 operating system. Maintain software updates of various servers and workstations. Frequent contact with various vendors for extended warranties, replacement parts and system upgrades. Sustain department wide hardware/software inventory and government purchases maintained in the Lotus Notes database system.

Provide installation of AS/400 Client Access software and other job related software on various user workstations. Install and terminates network cables for users wherever needed. Performs network system backups using ArcServe Brightstor software and remote system management control of various network workstations. Trouble ticket tracking of user computer related problems.Provide weekly status reports of all computer problems and other duties assigned. Installation and configurations of 3Com switches and Hubs. Some experience in Active Directory for Windows 2000 and 2003 Server.

Computer And Information Sciences And Support Services

Diploma, Computer/Electronics Technology