Christa Cannaday Email & Phone Number

Washington, District Of Columbia, United States

●Collaborate with stakeholders, engineers, and testing teams to design, implement, and secure all IT cloud base systems infrastructure and architecture based around an IT project governed by "General Services Administration (GSA). ●Configure 4 separate “Microsoft Azure Government Commercial Cloud Tenants” to provide 4 separate M365 working environments for each project collaboration group. ●Configure 4 separate “Microsoft Intune Mobile Device Management “work environments to support the management and functionality of all laptops, cellphones, and virtual machines.●Create and distribute Windows 11 baseline Image and settings deployed to all laptops within “Microsoft Intune MDM” using “Windows Auto Pilot”.●Create, deploy, and update software application and agent packages within “Microsoft Intune MDM” for deployment to laptops, Vms, and mobile devices.●Perform all Windows, 3rd party applications, and security patch updates for all virtual servers, vms, and laptops via “Qualys”.●Manage and monitor all endpoint device security and threat detections using CrowdStrike Falcon.●Create and update all documentation pertaining to all configurations and settings of “Microsoft Azure/Intune MDM” environments as well as build outs of all laptops and mobile devices.●Train service/help desk for use of “Beyond Trust” endpoint remote control tool, “ServiceNow” ticketing system and laptop/mobile device building/configurations. ●Create SOPs, guides, and configuration workbooks pertaining to the IT environment and provide technical training, guidance, and support to all service/help desk staff, software validation verification testers, and user acceptance testing groups.●Configure Apple Business Manager and Google ZTE consoles for cellular device enrollment into “Microsoft Intune MDM” and deploy all OS settings, application store deployment, and updates.'●Ensures all systems configurations meet CISA and DISA security requirements prior to implementation and deployment.

Arlington, Virginia, United States

●Maintained and ensured that all systems were operational and accessible to staff in accordance with performance metrics. ●Created and maintained Windows images, applications packages, software pushes, and devices collections via MS Endpoint Manager (formerly SCCM)●Created, implemented, and maintained, CISA benchmarks level and “Group Policies” within a Windows 10/Windows 11 environment. ●Decreased and monitored security risk by performing patching via Qualys and implemented virus protection via CrowdStrike Antivirus software. ●Ensured that staff could connect to all systems from internally and externally to the agency using established secure connectivity via Cisco AnyConnect and DUO MFA. ●Identified potential system performance degradation and made recommendations. ●Monitored and reported recurring technical and operational issues or failures, and documented findings and corrective measures.●Managed and maintained the data center, LAN, computer room, wire closets, and facilities of the agency.●Maintained the system's documentation, including the network's structure and function, configuration changes, policies, and procedures for network and information system administration. ●Developed and maintained a data backup of the system's baseline to allow quick system restore via Veeam BackUp.●Administered configured, and maintained a Windows server environment, on-premises applications, and cloud-based technologies (Microsoft Windows Servers, MS SQL Database, IIS, MS Azure, Active Directory, MS Office 365, SharePoint online, and other third-party applications such as Crowdstrike, Qualys, Venyu/Veeam, SolarWinds,ect.).●Performed creation of virtual machines, virtual drives, and environments via vCenter -VMware ●Assisted in the planning and implementation of enterprise infrastructure additions, deletions, and substantial changes.●Implemented enterprise-level network security in accordance with the agency's security policy and guidelines.

Arlington, Virginia, United States

●Delivered technical support to over 150 end users for a high-volume federal government agency, which included installing hardware items such as printers, desktops, laptops, and mobile devices.●Resolved 15-20 tier Ill trouble tickets for users related to hardware and software issues and achieved recognition for resolution times weekly.●Configured and installed local servers, executed hardware and software upgrades (Cisco Any Connect, 0365 suite, Java, Adobe Acrobat DC, Crowd strike, Qualys, EZ Piv software, Cisco Duo, etc.) and supported disaster recovery and backup procedures via Veeam.●Installed anti-virus software and deployed 2-factor authentication to ensure data integrity and cybersecurity for highly sensitive legal documentation via Microsoft Authenticator.●Attended meetings with the IT department to identify continuous improvement opportunities and enhance the delivery of IT services to users.●Created, disabled, and maintained user accounts, computers, OUs, security groups, via Active Directory.●Imaged multiple laptop devices, perform software pushes, and patch installations via Microsoft Endpoint Manager (SCCM).●Controlled ticketing workflows and resolved all incidents and change requests via SolarWinds ticketing system.●Pushed iPhone/iPads updates, mobile applications, and IOS updates for end users via Microsoft Intune. ●Performed on call and after-hours IT support remotely for all over-seas staff.

Arlington, Virginia, United States

●Built and managed a relationship team to oversee “convergence and strategic partnering” across the “United States Marshal Service” (USMS) “Service Delivery” (SD) branch including executive and senior leadership within the USMS headquarters (HQ office.●Developed an intimate understanding of the USMS organizations short- and long-term priorities and challenges; ensuring all areas of concerned aligned properly with production group activities through collaboration with both between all branches and departments.●Provided IT input to leadership on business problems, identifying how updated technology can help drive towards improvements for the betterment of the entire organization’s functionality.●Enabled the effective engagement of the USMS “Information Technology Department” (ITD), division/district account managers, stakeholders, project managers, HQ executives, and partners by providing detailed reporting and statistics. ●Developed multiple monthly/yearly business capability roadmaps with enterprise architecture.●Prioritized and supported the mobilization of new projects from the roadmap by reviewing change request and presenting the requested changes to the SD branch and ITD via sprint planning meetings.●Identified business value when developing ideas with a focus on digital awareness, risk assessment, business continuity and business capability requirements.●Reduced breaches in “Service Level Agreements”.

Arlington, Virginia, United States

●Worked within the “Information Technology Department – ITD” and “Prisoners Operations Division – POD” of the “United States Marshal Service” (USMS) installing software for hardware devices that support software USMS applications such as Capture, JABS, Aware, ect. ●Deployed replacement hardware (iris cameras, fingerprint scanners, signature pads, printers, flatbed scanners, mini dell towers converted into PEVS systems, ect). ●Configured hardware such as desktop computers, laptops, printers, scanners, drives, monitors, and related applications for ITD. ●Managed user accounts via Active Directory (created, modified, disabled, deleted, etc.), user exchange email box, and outlook profile creation, deployment, and support. ●Changed and managed device categories and containers for operational functions within Active Directory.●Created, modified, and managed group policy controls for computer systems and user accounts within Active Directory. ●Supported remote access (Cisco AnyConnect VPN) and RSA secure ID access issues. ●Created, prioritized, distributed, and maintained "Service Now" database by entering caller statistics, inquiries and responses creating them as incidents, request, and task.●Created and maintained all SOP documents for ITD/POD support staff. ●Test and implemented new technology equipment for the POD division.

Washington D.C. Metro Area

●Configured/imaged hardware such as desktop computers, laptops, surface pro 4, printers, scanners, drives, monitors, video teleconferencing hardware, and related application software for the “US Department of Justice Antitrust” division. ●Install, troubleshoot, and repair identified hardware problems. (Component, BIOS, memory, video cards, etc.) ●Installed, troubleshoot, and repaired identified application software (Windows OS, MS Office, Cisco Any Connect, Symantec Encryption, etc.). ●Managed user accounts via Active Directory (create, modify, disable, delete, etc.), user exchange email box, and outlook profile creation, deployment, and support. ●Changed and managed device categories and containers for operational functions within Active Directory. ●Pushed security patches and policies via MS Software Configuration Center to all ATR issues devices.●Manually install any failed security patches and updates to all ATR issued devices (Laptops, Surface Pros, All in Ones, Dell Towers ect.). ●Built iPhone profiles, reset passwords, and wipe lost or foreign travel mobile devices using a VMware application called “AirWatch”.●Created, prioritized, distributed, and maintained help desk database by entering caller statistics, inquiries and responses creating them as incidents within Service Now. ●Assisted in developing Help Desk department reports and other documentation as requested by management including SOP documents for desk side support staff.●Traveled periodically (per diem) within the US for any assigned court trial hearings providing all levels of deskside/system administrator support to staff during court trials.●Provided after-hours support on a 24X7 day a week contract to all end users and IT team for USDOJ-Antitrust. ●Displayed knowledge of security engineering tools such as intrusion detection systems, firewalls, proxy servers, I&A, PKI, and Cisco Any Connect VPNs.●Managed desk side support staff of 7 in absence of service desk manager.

Washington D.C. Metro Area

●Configured hardware such as desktop computers, laptops, surface pro 4, printers, scanners, drives, monitors, video teleconferencing hardware, and related application software for the “US Department of Justice Antitrust” division. ●Imaged and re-imaged HP all in one, pc, laptop, and surface pro devices. ●Installed, troubleshoot, and repaired identified hardware problems. (Component, BIOS, memory, video cards, etc.) ●Installed, troubleshoot, and repaired identified application software (Windows OS, MS Office, Cisco Any Connect, Symantec Encryption, etc.). ●Managed user accounts via Active Directory (create, modify, disable, delete, etc.), user exchange email box, and outlook profile creation, deployment, and support. ●Built iPhone profiles, reset passwords, and wipe lost or foreign travel mobile devices using a vm ware application called “AirWatch”. ●Supported remote access (Cisco AnyConnect VPN) and RSA secure ID access issues. ●Created, prioritized, distribute and maintain help desk database by entering caller statistics, inquiries and responses creating them as incidents within BMC Remedy. ●Process Improvements – Identified and constructed new process frameworks, as well as reviewing, recommending and documenting improvements to established processes for incidents. ●Developed process and procedures that ensure Incident Management and Service Desk related action items are tracked and completed. ●Investigated diagnose, and resolved all customer issues including escalating incidents to the appropriate department as needed. ●Assisted in developing Help Desk department reports and other documentation as requested by management. ●Assisted Senior Engineer staff in IT implementation projects - including: PC deployment, server implementation, network upgrades, and other IT initiatives. ●Worked as a team player to implement process improvements and new technologies.

Washington D.C. Metro Area

●Imaged and re-imaged PC/MAC computers & implement security measures according to FISMA roles.●Configured, deployed, upgraded, and maintained software related to infrastructures including Windows-PCs and Apple-MAC computers/devices.●Helped resolve virus outbreaks as member of a team that quickly isolates and removes virus that have infiltrated systems.●Migrated PC users from Microsoft Office 2007 to 2013 and MAC users from Microsoft Office 2013 to 2016.●Managed Active Directory user account creation, modifications, password resets, organizational units, group policies/containers, and security controls.●Provided application troubleshooting support via phone, email, & live remote connection using RDC, LANDesk management console, and Casper Remote. ●Managed work flows, employee queues, incidents, and task assignments for IT help desk team members using the IT help desk ticketing system operated though Service Now. ●Documented end user inquiries, support problems, hardware/software request, and new employee account creation request via Service Now.●Managed user accounts, hardware and software inventory, request, assets, and assign assets to users within Service Now. ●Office 365 Administrator who performed account creations, modifications, deleting accounts, password resets, creating shared mailbox, shared calendars, and group distribution list. ●Identified and solved challenging problems involving managing systems and projects that may require research and testing in new environments. ●Troubleshoot and provided support for Iphones, Ipads, Android phones, Android tablets, Blackberry, and Windows devices.●Performed and delivered effective technical, analytical, task prioritization, problem-solving skills with pleasant customer service orientation.

Washington D.C. Metro Area

●Created and maintained SOP documentation, system policies, training, and reports for IT helpdesk ticketing system operated through BMC RemedyForce. ●Established IT help desk\RemedyForce specifications by conferring with users; Analyzing workflow, access, and information to maintain the system structure.●Configured rules, triggers, alerts for actions, and conditions for IT help desk team via RemedyForce. ●Created and maintained RemedyForce user accounts, status, category trees, impacts, urgency status, and priority matrix. ●Managed and implemented RemedyForce customization requests by the business, including but not limited to: creating workflow rules for incidents, problem knowledge, change request and service level management, workflow alerts, and automated email response to end users. ●Created and maintained all IT help desk RemedyForce templates, queues within sandbox for testing and development, client self-service portal, and mobile access application.●Maintained Graduate School USA’s Salesforce account as well as a separate RemedyForce\Salesforce account.●Configured client and agent profiles, accounts, and templates within Salesforce. ●Performed mass data imports using the API or Salesforce import tool. ●Configured and administered Xerox WorkCentre printers using LDAP and SMTP for email, fax, and scan to file. ●Managed iSeries AS400 IB mainframe tape backup system. ●Managed network backups using Symantec NetBackup and managed offsite tape rotation.●Performed Active Directory account management such as reset passwords, new account creation and moving users and computers to organizational units and groups as necessary. ●Worked as an Office 365 administrator performing account creations, modifications, deleting accounts, password resets, migrations and Office 2013 integration. ●Assisted with answering questions and troubleshooting desktop problems\issues involving Microsoft Office 2013 and Adobe suites that end users experienced.