Charles Capps Email and Phone Number

Top Secret (DHS) Security ClearanceDepartment of Homeland SecurityNetwork Infrastructure Engineer• Provide technical consultation on current and proposed network systems and design to department of Homeland Security sub-components including but not limited to United States Secret Service, Federal Law Enforcement Training Center, United States Immigration and Customs Enforcement, United States Citizenship and Immigration Services, United States Customs and Border Protection, Federal Emergency Management Agency, and Transportation Security Administration.• Apply advanced methods, theories and research techniques in the investigation and solution of the complex system requirements and problems. Develops training tools and documentation; oversees implementation of same. • Monitor data and voice system networks for various messages, alarms, or issues. Activates scripts as alarms occur or issues surface. Confirms accuracy of messages, alarms or issues and/or determines severity of problem, issue or alarm. Initiates resolution as appropriate.• Troubleshoot problems using scripts and standard, routine procedures; escalates as appropriate. • Research issues to determine if problem may be resolved using predefined procedures.• Resolve basic issues; documents the results. Communicates occurrence of alarms or issues and resulting actions taken to resolve or escalate problem.• Execute scheduled maintenance routines in accordance with standard procedures. Identifies issues or problems and resolves as appropriate; escalates when necessary.• Recommend moderately complex systems investment(s) to management and customers based on results of independent assessment of current and future performance, stability, and systems management/life cycle issues.

Top Secret (DHS) Security ClearanceDepartment of Homeland SecurityEMOC Duty Manager• Coordinate with system administrators and network engineers to provide critical problem resolution within highly stringent contracted service level agreement time frames.• Analyzes, logs, tracks and resolves software/hardware matters of significance pertaining to networking connectivity issues, printer, servers, and applications to meet business needs. • Performs troubleshooting to isolate and diagnose common system problems; documents system events to ensure continuous functioning. Recommends course of action and implements as approved. • Upgrades system software and hardware components as required to meet business needs; coordinates backups. Ensures upgrades are occurring in accordance with established service level agreements. • Coordinates the installation of client/department specific applications and systems. Determines appropriate method for installing applications and systems; resolves matters of significance and implements corrective course of action as needed. • Installs, tests, upgrades and configures system files and services to enhance performance. • Utilizes standard corporate tools to record change and problem activities for tracking purposes. • Troubleshoots and resolves server related problems, escalating problems to Tier III technicians when necessary.• CSRA System Administrator for several applications including , LYNC Server 2013, SIEM , BMC Proactive Net and DHS IaaS (Infrastructure as a Service) & DTaaS (Dev/Test as a Service) Cloud Services.• Created and maintained over 500 users account on Lync Server 2013.• Generated 3000+ tickets in BMC Remedy and ServiceNow, ensuring customer requests were sent to the appropriate engineering department. • Understanding of Department of Homeland Security policies/procedures.• Ability to work independently and a part of a team. • Excellent organizational skills.

Top Secret (DHS) Security ClearanceDepartment of Homeland SecurityJunior System Administrator• Answer phone calls and handle emails from various components of DHS and direct their requests accordingly.• Activate requested LYNC accounts from various components (CBP, FEMA, USCIS, OBIM, ICE, DHSHQ, etc.)• Investigate various alerts from our system monitors which involve remotely checking on connectivity, ping availability, disk usage, CPU utilization, among other processes.• Monitor the Datacenter's IDS system and report any "High" alerts detected.• Provide Level 1 support for components which includes but is not limited to: power cycling servers and other hardware, reseating backup tapes within tape libraries, reseating blade servers within a blade enclosure, consoling into servers in order to troubleshoot hardware/software issues, among any other technical requests are given.• Provide escorts for technicians that perform various tasks within the Datacenter.Assist with various tasks such as rack and stacking hardware, running scans on devices, routing cables throughout the data center.• Scan media that comes into the data center for any malware as well as ensure that their .dat files are up to date.• Install the DHS image onto newly shipped laptops, as well as configure, install required software, install network printers and drivers, add the computer to the DHS domain, and finally releasing the asset to the user.• Participate in all activities pertaining to "Service Restoration" during an outage event.

Public Trust (NASA) Security ClearanceNational Aeronautics and Space AdministrationProvide senior-level IT customer assistance and problem resolution as a member of the NASA Enterprise Service Desk (ESD) environment that services the entire NASA workforce (18,000 civil servants plus 32,000 contractors). Provide timely resolutions to customer inquiries that have been submitted via the ESD website, Email, or by telephone. Escalate issues that cannot be resolved or issues that involve security reports or violations to the appropriate tier II help desk. Recorded all customer inquiries using BMC Remedy 7.5 software. Train new ESD agents on procedures and customer service techniques in a live environment. Processed daily reports on call statics and submitted to management team for review. Contribute to a knowledge database to ensure up-to-date troubleshooting information is stored and utilized.

Top Secret/SCI (DOD) Security Clearance. Department of Defense.Hand selected by the Command Sergeant Major to be the sole communications specialist for the 11th Signal Brigade’s senior command team. In charge of the installation and maintenance of vehicular communications used by the command team to include global positioning systems, radios, and tactical computers. Collaborated with network system administrators on all network related issues involving the command team’s computer systems. Traveled on business related trips to provide the command team with required assistance. While not providing communication support I served and an executive administrative assistant for the command team which consisted but not limited to graphic design for ceremonies, travel arrangements, typing of government correspondence, calendar management, and other administrative responsibilities. Also worked with the human resources department to compile reports of incoming personnel and reviewing military awards for the command team’s approval.

Top Secret/SCI (DOD) Security Clearance. Department of Defense.Trained over 100 Communication Security (COMSEC) Responsible Officers (CROs) in proper handling and electronic key distribution procedures. Provided help desk functions to assist COMSEC accounts and CRO accounts in implementation of electronic distribution of keying material using the KP and ACES workstation. Passed COMSEC account audit performed by Army Central Command (ARCENT) with no discrepancies. Ensured 100% accountability of COMSEC assets including over 2400 line items. Upgraded account from secret to top secret without service interruption. Reviewed Standard Operating Instructions (SOI), Emergency Action Plans, and Training Programs for all COMSEC accounts and CRO accounts to ensure COMSEC policy was strictly adhered to within the our regions of command. Regularly handled, shipped, and received classified material. Maintained web pages on classified networks to aid in the reduction of service outages due to human error. Other task included data entry, record keeping, briefing commander, use of Microsoft office programs, customer service, maintaining access rosters and sign in sheets, and day to day interactions with military and civilian personnel from all different countries within NATO. During this time period I was deployed to Kandahar, Afghanistan from April 2010 to April 2011.

Secret (DOD) Security Clearance. Department of Defense.Worked as a joint airborne battle space controller operating from a C-130 while deployed to Balad, Iraq. Daily installation of a small radio over internet protocol network onto the C-130 airframe; Installation included laptops, LAN drops, Cisco routers, Cisco switches, SINCGARS radios, Harris radios, global positioning systems, and uninterrupted power supplies. Served as the lead Communication Security Responsible Officer (CRO) for the assigned aircrew. Controlled 6 simultaneous lines of communication two of which were for providing emergency assistance to ground forces. Dispatched explosive ordnance disposal, vehicular recovery, and medical evacuation units. Tracked and logged movement of all coalition convoys within area of responsibility using Falconview software. Briefed relieving aircrew of all ground activities before departing controlled airspace.

Secret (DOD) Security Clearance. Department of Defense.IT Specialist for a medium sized military network with over 1000 users. Served as the only maintenance technician for the Blue Force Tracker (a classified tactical computer system). Responsible for a vast majority of the data integrity, entry, and verification involved in maintaining the annual certifications required for clients on DOD networks. Installed and terminated Ethernet cables for future workstation locations. Set up new workstations including peripherals. Re-imaged new workstation using Norton Ghost imaging software. Performed help desk function both manually and remotely using BMC Remedy 7.5 software. Preserved accountability of military property assets by keeping excellent hand receipt records. Assisted with the coordination of life cycle projects. Other Proficiencies include Microsoft Server, Microsoft Windows, and Microsoft Office Suite 2003, 2007, and 2010.

Installed telecommunications equipment, electrical conduit, and cable racks into central office building following technical blueprints and wiring diagrams. Perform installation activities such as cable placement, grounding installation, and termination of copper and/or fiber cables in accordance with EIA/TIA standards. Performed power taps above equipment racks and power drops into Battery Distribution Fuse Boards (BDFB). Trained on fusion splicing procedures for fiber optic cabling. Installed and removed jumpers using wrap and unwrap tools. Trained lower level employees on company standards, safety policies, and safety procedures. Completed contracts in a timely manner even while understaffed. Passed all quality assurance checks above and beyond industry standards.