Marcus Davis Email & Phone Number

Washington D.C. Metro Area

Leverage project management and reporting abilities to assist the team and customers in developing a continually maturing IT security program using data protection technologies and proven methodology. I Serve as the primary point of contact to the client, bringing insight and value throughout the project lifecycle. Specific work will include: ▪ Designed, implemented and documented WSUS/SUP solution for Microsoft Security patch compliance. ▪ Packaged, advertised and deployed third party security updates System wide vulnerability analysis across all environments (physical, virtual, cloud) and all platforms (Windows, Linux, and Mac). ▪ Manage patching and software release distributions to servers and workstations using KACE; create and test packages prior to release. ▪ Deploy approved release packages and break-fix solutions in accordance with all enterprise architecture and configuration, change, and release management policies and procedures. ▪ Develop and maintain custom solutions to remediate vulnerabilities and standard issues where regular patches and processes cannot succeed. ▪ Develop and maintain small software tools and custom scripts, using PowerShell, Visual Basic, and Wise, to automate repetitive tasks and improve user access to self-service options. ▪ Troubleshoot and resolve issues as required and propose and implement changes aimed at continuous improvement. ▪ Draft user communication and issue email notifications to key stakeholders and the user community regarding environment changes, patches, and outages, both planned and unplanned.

Washington D.C. Metro Area

▪ Provide systems engineering and architecture support to ongoing infrastructure operations and projects to main-tain highly efficient networks of shared computing resources and data. ▪ System wide vulnerability analysis across all environments (physical, virtual, cloud) and all platforms (Win-dows, Linux, and Mac). ▪ Manage patching and software release distributions to servers and workstations using KACE; create and test packages prior to release. ▪ Deploy approved release packages and break-fix solutions in accordance with all enterprise architecture and configuration, change, and release management policies and procedures. ▪ Develop and maintain custom solutions to remediate vulnerabilities and standard issues where regular patches and processes cannot succeed. ▪ Develop and maintain small software tools and custom scripts, using PowerShell, Visual Basic, and Wise, to automate repetitive tasks and improve user access to self-service options. ▪ Troubleshoot and resolve issues as required and propose and implement changes aimed at continuous im-provement. ▪ Draft user communication and issue email notifications to key stakeholders and the user community regarding environment changes, patches, and outages, both planned and unplanned. ▪ Break down, set up, and transport IT equipment during moves within and between government-owned or leased data centers and offices for relocation and/or surplus activities. ▪ Manage and participate in small to large deployments, projects, or implementations as a leader or member of cross functional teams Worked with Network Security team to ensure proper SCCM ports where implemented. ▪ Responsible for troubleshooting and maintaining overall client and server health for entire SCCM infrastruc-ture ▪ Designed, implemented and documented WSUS/SUP solution for Microsoft Security patch compliance. ▪ Packaged, advertised and deployed third party security updates

Washington D.C. Metro Area

Maintain and administer the Enterprise wide and multi-site Microsoft System Center Configuration Manager (SCCM) on multiple classifications. Design & implement collections, programs, and advertisements within the SCCM console. Create Windows 10 images and design Zero Touch migrations. Troubleshoot SCCM client/server infrastructure and develop automation for the deployment of issues. Provide evaluation, design, and upgrading of several technologies used to create, manage, update, monitor, and report on Windows server configuration with SCCM. Install and apply security patches and upgrades using SCCM. Develop automated solutions for any manual repeatable tasks. Provide expert insight and create/modify company-wide Windows Server Microsoft patching processes (standard, monthly, emergency, etc.) to keep the company safe and protected. Design, create, manage, administer, and monitor the InTune system.

Washington D.C. Metro Area

▪ Provide support directly to the Secretary of the Department of Transportation and her staff.▪ Troubleshoot hardware and software issues.▪ Perform mobile device management.▪ Responsible for various systems administrative duties and AV support, including video conferencing equipment.▪ Track and document issues using the Remedy ticketing system.▪ I recommend, evaluate, analyze, and manage the implementation of a wide-range of Information Technology (IT) and information management services, ranging from AD to Microsoft O365.▪ I provide the full range of duties to support OST’s business and mission needs through the development, implementation and maintenance of information technology; enterprise support, services, and tools required to enable the Common Operating Environment (COE) customers to efficiently, effectively, and economically execute their mission services. This includes performing continuous program and process improvements, data analysis to identify trends and proactively address problems before they become systemic, maintain high levels of customer satisfaction, documentation, and project management (annual planning and execution), and effective & timely communication.

Washington D.C. Metro Area

▪ Serve as a member of the Customer Services Service Desk team, which processes and resolves incom-ing user support issues and questions.▪ Helps perform administration and maintenance duties for the Firm’s systems infrastructure.▪ Installs, moves, changes, and removes hardware and software within the local offices, and provides project, conference, and other support as needed.▪ Quickly resolve end-user issues that come into the group over the phone, through e-mail, or through face-to face interactions.▪ Provide status and communicate incident resolution to users.▪ Track issues and document troubleshooting efforts using a ticketing system.▪ Escalate issues as appropriate, and manage queues as assigned.▪ Clearly document user request and issues in tickets and draft Knowledge Base articles as appropriate.▪ Perform basic monitoring functions to verify the health of systems.▪ Ability to explain complex technical concepts and processes in clear, concise, fashion to all levels of firm personnel (technical and non-technical users).▪ Solid troubleshooting skills.▪ Knowledge of computer hardware and peripherals, including ability to test and troubleshoot a variety of complex hardware configurations.▪ Knowledge of Active Directory environments and Microsoft SMS.▪ Take lead in building and maintaining technical knowledge base articles.▪ Utilize mobile device management to provision, wipe, and troubleshoot iPhones, Androids, and Black Berries▪ Troubleshoot Copitrak (print and scanning software) issues on copiers.

Washinton Dc

▪ Provided Tier I and II technical support for more than 120 users.▪ Handled Level I, and II level support calls and perform post-resolution follow-ups.▪ Evaluated and Install all new end-user computing software packages and equipment.▪ Installed and maintain local hubs, routers, printers and Windows XP / 7 workstations.▪ Performed installation quality assurance tests, and assure consistency with organizational standards.▪ Troubleshoot hardware, software, and/or network operating problems, with the use of basic and spe-cialized equipments and or tools to diagnose and analyze difficulties.▪ Utilized Active Directory, and the Exchange Management Console to create user accounts, and man-age permissions to user and non-user mailboxes on Windows Server 2008 and Exchange 2010.▪ Performed resets on domain passwords, map network drives and to push specific printers/applications to users.▪ Utilized Kbox 1100 to record, track, and document the help desk requests and problem-solving process, including all successful and unsuccessful decisions made.▪ Build and deploy images and using the Kbox2100 and Coolmax hard drive caddy.▪ Planned and implemented the entire organizations Windows 7 migration schematic and deployment.▪ Effectively developed technical guides and staff training on proper use of resources.▪ UtilizedBES 5.0 Express to create and manage over 40 blackberry users.▪ Utilized Mitel 5300 VOIP system to create extensions and voicemail boxes for users.▪ Performed system shutdowns, upgrades, quality checks, and other routine maintenance tasks to ensure that organizational standards are met.

Aol, Inova Hospital System, Amtrak

▪ Provided Tier I technical support for technical issues for more than 500 users, responding to all prob-lems in a timely courteous manner.▪ Delivered and Install Desktops, Laptops, and Workstations.▪ Performed basic printer maintenance on HP and Dell Laser printers and repairs on machine hardware such as Motherboard, Hard Drive, CD drive, and NIC replacements.▪ Assigned and responded to helpdesk tickets and perform asset management duties and inventory con-trol using Peregrine Service Center software.▪ Troubleshoot, isolated, document, and resolved problems reported by users and organized problem resolution based on type and severity.▪ Informed users of progress and recommended methods to eliminate multiple calls on previously re-ported problems.▪ Troubleshoot and resolved remote end-users issues using Dameware remote control and Microsoft Remote Desktop.▪ Installed, tested, upgraded and maintained Microsoft Office Suite and C.O.T.S. software.▪ Assisted with 1st and 2nd level support after normal business hours for all critical network systems▪ Kept current and knowledgeable on all Amtrak approved software, as well as general technological ad-vances by attending free seminars, subscribing to trade publications and utilizing free computer based training.▪ Utilized Windows Active Directory and Group Policy to create and modify user accounts, reset domain passwords, map network drives and to push specific printers/applications to users.▪ Assisted Microsoft Exchange Administrator with Outlook/email problems, setups, and archiving▪ Work with senior level staff and network engineers to troubleshoot network issues and connectivity problems.▪ Administered Inoculan virus and malware protection software.