Christopher Ruffner Email & Phone Number

Washington D.C. Metro Area

Work as a member of the team responsible for the information technology help desk for the Department of HomelandSecurity (DHS).• Primary duties include performing a variety of Windows Server System Administration tasks in support ofcustomer service requests, including the creation and management of user accounts, assignment of ActiveDirectory permissions, and troubleshooting of issues with end-user accounts.• Respond to service requests, work orders and tasks assigned in Remedy Ticketing System. Create and updaterecords in Remedy. Responsible for creating and tracking tickets created with third-party vendors.• Serve on the Tier Two and Tier Three support teams, to address user and network issues that cannot be resolved byfront-line help desk support staff.• Responsible for escalations to resolve high priority issues and urgent requests for high level customers.• Brief new team members on standard processes and procedures. Train junior team members to use the variousprograms required to support end-users, including Active Directory, McAfee ePolicy Orchestrator Server andMicrosoft Bitlocker Administration.

Worked as part of team performing a variety of Systems Administration duties for the Department of Homeland SecurityVIP users and Non-VIP users.• Duties included assisting other team members with Windows Server System Administration functions, includingaccount password resets, modification of Active Directory assigned permissions, creation of distribution lists, andtroubleshooting network and client issues.• Point of contact for advanced troubleshooting assistance involving issues with deskside computers and locallyinstalled software, as well as Outlook, Exchange, BlackBerry and Print Servers.• Responsible for the creation of print queues, including the creation of IP address reservations on a DHCP server.• McAfee ePolicy Orchestrator Server administration including assisting users with encryption password recovery,adding users to encrypted systems and pushing encryption requests to systems.• BlackBerry Enterprise Server administration including activation and troubleshooting of user accounts. Taskedwith using the ZenPrise Web Console to actively monitor and report on the status of servers.• Served as weekend On-Call Manager tasked with monitoring on-call technicians and ensuring incoming issueswere handled on a priority basis.• Responsible for the documentation, escalation and tracking of issues to other support organizations that could notbe resolved by the teams supporting DHS users. Additionally, tasked with creating, tracking and reporting onservice requests for those external support organizations.• Worked with first level technicians and their team leads to ensure requirements defined by the engineering teamswere correctly implemented.• Served as Incident Master tasked with monitoring, responding to and assigning service tickets in BMC RemedyService Desk.

Washington D.C. Metro Area

Worked as part of team performing day-to-day deskside support for Department of Homeland SecurityVIP users. Assisted users with email, network login accounts, application and BlackBerry service tickets. Blackberry Enterprise Server administration including activation and troubleshooting of useraccounts. Imaged and deployed new computers and printers. Migration of user’s data and applications to new computers and BlackBerrys.Served as Incident Master tasked with monitoring, responding to and assigning service tickets in BMCRemedy Service Desk

Worked as part of team tasked with the migration of complex and critical applications involving multiple web, application and database servers. • Prepared technical reviews of existing applications and worked with the customer to ensure the current environment was accurately identified to enable a smooth migration.• Developed appropriate solutions for target environment, including selection of physical or virtual target servers and data migration methods, creation of solution proposals, and presentation to customer for final approval.• Wrote server build documents; submitted appropriate network and storage request forms.• Participated in team peer reviews of engineering documentation. Collaborated with project managers to ensure migrations were done in a timely manner.

Served on team supporting several Windows servers used in the development of critical financial applications. • Configured and rebuilt servers upon request. • Provided server help desk support, including management of user ids. Ensured servers were up to date with critical security patches. • Worked on project to relocate server rooms. • Evaluated new server hardware and maintained build documentation. Supported servers running Windows 2000 and 2003.

Worked as part of team responsible for gathering the configuration of existing file servers installed with various operating systems, which were deployed at various secure Government locations.• Aided in the creation and documentation of the process used to gather and document file server configuration, including operation system information, existing server hardware configuration, and setup of existing users and groups.

Lead the technical team that supported the "Information Age" exhibit at the Smithsonian Institute's National Museum of American History. • Managed daily operations of the various computer components required to provide visitors with an interactive experience.• Maintained complete documentation of exhibit systems and created disaster recovery plans. The exhibit was supported by a wide variety of hardware and software including personal computers. Developed multimedia computer interactives using Microsoft Visual Basic.

Served as part of project team responsible for deployment of personal computer workstations and servers at various customer locations. • Participated in product evaluation and testing of laptop computers. • Aided in the staging of personal computers for deployment.