Marcus Rosser Email & Phone Number

New Orleans, La, Us

New Orleans, La, Us

Goose Creek, Sc, Us

• Receive inbound ticket requests via phone, web, or walk-ups. • Coordinate completion of project timelines with program managers and team leads. • Coordinate troubleshooting times with third party support, Citrix, Microsoft, Citrix peer to peer training. • Built and supported unclassified and classified environments of 600-800 VMS with 5000 consistent customer monthly usage supporting DC2HS. • Managed STIGS and diligently resolved Cat I, II III findings as necessary. • Administrator on VMware 7, Citrix Studio, Windows server 2008r2-Windows server 2016 & Windows server 2019. Managed and propagated GPOs for Virtualized machines. • Supported Citrix 6.7 - 7.15 XenApp, 1912 LSTR, PVS VDI Management of customer Vdisk and Admin Vdsik. (500) active daily users. Supported multiple NetScaler device's (ADC, MXP) Virtual secure gateway, session policy, virtual server configuration.

Colombo , Western Province, Lk

A member of the Engineering staff, responsible for creating, configuring, monitoring, and maintaining Microsoft Windows 2008, 2012 and 2016 Virtual Servers. Over 900 virtual servers reside in the shared services environment, running as guest operating systems on VMware ESX host, in Dell chassis. I serve as a system administrator for several Citrix server farms, each consisting of multiple application (presentation) servers, web servers, and secure gateways. I also provide end-line customer support for 1500 plus Citrix users as needed. Familiar with IA hardening based on DoD STIG requirements, successfully applied STIG settings to scores of servers to pass annual ATO requirements. Other duties include writing department SOPs, writing user guides for new customers, system configuration documentation for newly created server farms like CITRIX.• Receive inbound ticket request via phone, web or walk-ups.• Coordinate project time lines with program managers and team leads.• Coordinate troubleshooting times with third party support, Citrix, Microsoft.• Citrix peer to peer training.

Rockville, Maryland, Us

Briefing and debriefing of everyday network operations, tracking completion and implementation of network projects small and large from MFD’s being shipped to military sites too Router and switch IOS upgrades. Managing and scheduling correct down times to run updates for servers, Used NMT such as Solarwinds and MIMS to report and troubleshooting LAN, WAN and VPN network issues.Briefing and debriefing of everyday network operations, tracking completion and implementation of network projects small and large from MFD’s being shipped to military sites too Router and switch IOS upgrades. Managing and scheduling correct down times to run updates for servers, Used NMT such as Solarwinds and MIMS to report and troubleshooting LAN, WAN and VPN network issues.• Plan, coordinate, and manage projects for the command• Plan and implement actions by the USMC RNOSC command to define and implement technical baseline and meet quality requirement.• Direct project team personnel, manage schedule, ensure contract compliance, and serve as customer interface.• Manage technical, schedule of assigned tasks or functions.• Interface with command leadership, subcontractors and support personnel, customer and senior management.• Provide leadership and direction of personnel performing complex tasks.• Mentor and Train NOC teams and new employees• Work and oversee trouble tickets to resolve customer and network issues in a timely manner• Network traffic analysis and performance management; evaluating network monitoring/surveillance tools and problem reporting• Review all NOC tickets and assign actions to NOC 1/NOC 2 where necessary and escalate appropriately• Review all Email communications with customers both inbound and outbound to ensure the NOC response is correct and all customer emails are replied to according the Service Levels and Response Time

Visit remote sites across the southwestern, Midwestern and mid-Atlantic region to provide onsite technical support for users of world’s largest private network (Navy Marine Corps Intranet). Serve as highest tier of support for break / fix issues; diagnose, analyze and troubleshoot variety of network and server issues, quickly resolving outages and deploying solutions to optimize connectivity. ● Participate in all aspects of Active Directory management; administer Organizational Units and Objects, Exchange mailboxes, network shares, public folders, and security/distribution groups.● Administer Microsoft Exchange servers (03, 07 and 2010). Create, move and manage mailboxes utilizing the exchange management console and power shell.● Administer file and print servers. Manage group policies, file backups and server maintenance.● Fixed a multitude of desktop issues including both software and hardware.● Expert in utilizing the Remedy and SM7 ticketing system.

Virginia Beach, Virginia, Us

● IP phone management and support.● Citrix application support and configuration.● AD management ● Re Imaging of desktops and laptops.● Advance support for Microsoft and other corporate applications.● Utilize vSphere to administer virtualized servers.

Virginia Beach, Va, Us

Troubleshooting, maintaining and updating Cisco routers, switches, drops and or servers.Basic routing trubleshooting.

Responsibilities include:• Receive in-bound ticket request via phone, web or walk-ups.• Respond to request with the objective of meeting *response* service level agreement.• Enter required ticket information into help desk system.• Begin working on reported problem with the objective of meeting *work commitment* SLA.• Perform troubleshooting with the intent of isolating the root cause.• Determine optimal method for resolving problem. Rely on internal documentation when possible and industry best practices.• Resolve the reported problem with the objective of meeting *resolve* SLA.• If problem, persist perform further research as required to reach resolution.• As required or if necessary, escalate to senior resources to ensure service level *resolve* agreement remains satisfied. Reassign ticket as required.• Update ticket as required with information related to solution of problem.• Contact end-user prior to closing ticket to ensure satisfaction.• Perform hardware analysis and troubleshooting on PCs, laptops, printers, and PDAs to validate proper functionality, resolve problems and engage 3rd party warranty support as required.• Perform analysis, troubleshooting and problem resolution for the following:- Microsoft Windows desktop/laptop/tablet operating systems- Microsoft Office: Outlook, Word, Excel, PowerPoint- Microsoft Windows: File sharing, shared drives, mapped drives- Internet Browsers: Explorer, Fire Fox and Chrome- General network connectivity issues, wireless, remote access, virtual private network, remote desktop- Adobe Acrobat and Professional- Local and network printing- Virus, Malware and SPAM- iPhones, iPads, Androids, Blackberries- Telecoms moves, adds and changes• Perform installation and other traditional technical task:- Working within Microsoft Active Directory & Exchange for on and off-boarding of employees- Imaging PCs as required for new employees, promotions or repair process- Set up and configuration of printers,

Network Infrastructure, Computer Systems Networking And Telecommunications

High School Diploma, Information Technology

High School Diploma, High School/Secondary Diplomas And Certificates