George Macdonald Email & Phone Number

Herndon, Virginia, United States

Provide support services for installation/deployment of CA applications; including troubleshooting, diagnosis, evaluation, maintenance, availability and performance monitoring. Responsible for self-learning/self-healing corrective actions to enhance applications. The contractor is responsible for reducing operational down time for critical, scheduled and unscheduled maintenance by accelerating deployments of approved changes/fixes/updates.Shall perform routine application maintenance that includes, but is not limited to the following: a. Emergency system support/emergency changes. b. Application updates and patches. c. Maintain and update passwords in accordance with CA/CST requirements. d. Maintain, install, remove and renew application certifications as required. e. Work with Tier III teams to manage application readiness for Authority to Operate (ATO) or Assessment and Authorization (A&A) process. f. Provide a migration strategy and project plan for new/additional automated tools as required, if requested by the FEDSIM COR and/or CA/CST GTM. g. Coordinate, configure and switch production applications from primary instances to standby or DR instances. h. Troubleshooting, diagnostic and resolution support for CA applications.Shall ensure that all system components are operational within required availability thresholds. Required to provide a mitigation strategy for new/additional automated tools as required by the FEDSIM COR and/or CA/CST GTM.

Herndon, Va

Herndon, Va

22866 Shaw Rd, Sterling, Va 20166

Herndon, Va

Provide Tier II technical support for foreign and domestic Department of State sites to include:- Resolve the most complex Tier II tickets for specific DoS applications.- Perform problem resolution on the telephone with users or via e-mail.- Walk the user through a series of steps to determine problem and classify level, priority and nature of the most complex problems and systems.- Provide advanced technical advice and guidance on installation, adaptation, configuration or enhancement of hardware and software.- Possess a wide range of in-depth skills and knowledge in computer hardware and software as well as networking systems in use at customer sites.- Provide expertise for the resolution of technical problems, troubleshoots products and modifies products to customer requirements. - Ability to quickly analyze data and perform necessary actions to resolve issues including scripting and server restarts.- Provide 7 x 24 x 365 coverage for the customer.

Reston, Va

Provided Tier II technical support for the Priority Telecommunications Service (PTS) contract which included Government Emergency Telecommunications Service (GETS) and Wireless Priority Service (WPS). Maintained a government secret clearance. As a Subject Matter Expert (SME) for PTS:- Consistently exhibited initiative, leadership and self-motivation with respect to any special projects including performing the duties of the Operations Manager in his absence. - Provided Tier II troubleshooting and fault isolation for GETS and WPS wireline and wireless users by providing call traces and having a comprehensive knowledge of network topologies needed for coordinating, managing, dispatching and troubleshooting. - Certified that the WPS level capability was added to the user’s handset per the government’s request. - Compiled and analyzed GETS and WPS data and created charts for the PTS Annual Program Review (APR); provided guidance so that the Program Managers were knowledgeable regarding any anomalies that could be questioned during the review. - Trained all Tier I technicians and Tier II engineers which included writing policies and procedures for GETS and WPS that covered all functions in the Network Operations Center (NOC), such as system access and use; monitoring; trouble reporting; performing test calls designed to stress the network and generating reports. PTS NOC received exemplary government rating for a seamless transition in WPS administration and customer service.

Reston, Va

Provided Tier II technical support for the Government Emergency Telecommunications Service contract. Obtained a secret clearance. As a GETS card administrator, user requests were satisfied in a timely manner by ensuring authorization requirements were met and the calling cards and literature received from the government were distributed accordingly. Incorporated database programming that drastically reduced the time to perform a reconciliation of user data from three days to two hours while the users increased fivefold. Starred in a video that was shown company-wide displaying the worth of the GETS program for first responders during man-made and natural disasters. Presented call data metrics to the customer during the APR.

Reston, Va

Swings and Midshift Supervisor of 15-20 employees supporting some of Sprint's largest and most demanding customers in a one-stop shop environment. Specifically assigned for implementation of the first Frame Relay Access Point User to Network Interface (APUNI) customer, promoted to Supervisor of a one-stop-shop for customers with multiple platforms and protocols. Scheduled appropriate manning and assigned technical and professional training classes for personnel to improve skills; developed, tracked and evaluated performance. Lowered Mean Time To Repair (MTTR) for the group to under three hours while experiencing a 31 percent reduction in force.