Matthew Sheppard Email & Phone Number

Ashburn, Va, Us

Reston, Virginia, Us

Manages Enterprise Operations Platform, a12 person team that supports areas of responsibilities including Windows and Linux Server Administration, DHCP, Imaging, AD, Service Accounts, 3rd party patching, DISA STIGs, ACAS vulnerabilities, remediation’s and MECM. Project management and engineering. Managed internal and external projects for system and application upgrades for EOL software such as Windows 10 and Linux RHEL7. Provided production outage oversight, weekend/after hours support. Manages team of highly skilled and technical support responsible for the management of incidents, changes, and problems to deliver high quality services and meet AFNCR customer needs.Works with the team to assign and manage production problems.Plans and schedules the installation and deployment of services, technology upgrades, and fixes.Manages team responsible for application support, upgrades and enhancements.Develop and maintain standard operating procedures and other documentations as required ensuring the support, availability and continuity of IT services to agreed SLA's.Advise on updates for the platform roadmap, improvement plans, and weekly activity reportsDocument changes to architecture, design, integration, and training plans.Tracks and takes appropriate steps to stay within budget.Requires skill in multiple technical environments and possesses an increased level of business and deep technical knowledge.Implements solutions consistent with the architecture and ensuring right size and risk evaluation Establishes measurable individual and team objectives that are aligned with business and organizational goals.Documents and presents performance assessments and performs evaluations for all Platform team membersAssisted with the first Air Force Installation CCRI 2.0 passing score in collaboration with the Cyber Security Team. Implemented accreditation Packages and POAM's. Additionally led Tech Control Team to pass the first DISA Inspection in over 10 years!

Reston, Virginia, Us

Directed teams at Bolling AFB and Andrews AFB responsible for maintaining Tech Control Facility Operations at Cryptographic facility sites as the Tech Control Facility Cryptologic Site Lead.Responsible for overseeing two work centers at JBA and JBAB consisting of 6 Tech Control Facility Cryptologic Technicians in circuit restoration, fault isolation, quality control testing, trend analysis, performance monitoring, and status reporting. Prepare operational reports.Plans and implements physical connections on frames, patch panels, cabling, and equipment by making cross connects and building connectors. Maintains associated labeling and circuit records to include cryptologic devices.Responsible for developing and implementing standard operating procedures for station operation. Creates duty schedules for coverage of the facility.Ensure that staff members are trained to provide full service in accordance with standard DISA Tech Control procedures. Develops and maintains contingency/restoral plans.Ensures proper operation of equipment and associated cryptographic systems. Ensures communications security (COMSEC) processes are followed in accordance with current regulations. Coordinates circuit actions with circuit management cryptologic office. Prepares Authorized Service Interruption requests. Utilized DISA operations circulars, DOD circuit actions, and TSO/TSR processing requirements.Maintain excellent communications skills, written and verbal.Knowledgeable of NSA approved cryptologic encryption devices and communications security processes and procedures.Updated and maintained circuit history folders, master station logs, Remedy trouble tickets, FACIT software.Created and maintained standard operating procedures for tech control facilities.Managed Tech Control Operations and successfully lead team to pass first DISA facility cryptologic inspection at JBA in over 10 years

Leesburg, Virginia, Us

State Department Go ManagerCustomer Success Manager for mobile support solutions for GFE (Government Furnished Equipment) to include laptops, mobile phones, tablets. Coordinates acquisitions of devices, provisioning, testing and assigning to customers (hand receipt issued) as required to support mission requirements. Pre-stages equipment by pushing required applications, group policy and application updates in compliance with State Department I-Post standards.Provides VIP technical support to end users with 100% customer satisfaction. Resolves technical problems expeditiously from time of notification to resolution of incident. Currently very proficient using Service Now ticket management system to track projects, but also very well experienced using Remedy.State Department Network ManagerManages Network of over 400 computers in two separate locations both remotely and onsite support as required. Updates computer systems and ensures all pc’s are within compliance with I-Post State Department Network requirements and free of vulnerabilities, fully patched and fully operational at all times. Manages multiple networks to include Gold, Eintel, ClassNet, and Unclass Networks and maintains systems on the network to include cryptologic devices. Provides technical support and troubleshooting services as required.Maintains an A+ Rating in network compliance for all network systems.State Department Telecommunications ManagerProvides technical support for telecommunication devices both secure and nonsecure devices to include vIPer’s, CMS, DRSN, and POTS devices various makes and models. Ensures perfect score in Nation Wide Testing events with other sites in all telecommunication equipment required testing event. Troubleshoots technical problems with devices and with network through coordination with outside agencies and organizations.Ensures devices are keyed with the most up to date COMSEC encryption key and software updated.

Ashburn, Va, Us

Manages team of hardware support technicians responsible for troubleshooting hardware equipment outages and difficulties experienced using fingerprint application software for Census2020 project. Responsible for handling and managing incidents and service requests for activities such as changes, problems, configurations, and requisitions for equipment and services at the Tier I, Tier II, and Tier III level and ensured proper documentation using Service Now Ticket Management System. Manages team payroll, scheduling, hiring, and hardware equipment training. Manages and coordinates customer and service provider communications across the United States in every time zone as necessary to restore digital fingerprint capture services. Supervises and trains hardware support team on troubleshooting methodology, remote troubleshooting tools, customer etiquette and engagement. Builds Knowledge Base by recording and documenting processes and procedures for Helpdesk team members to improve overall daily operations. Configures, loads and updates various software components for over 1200 systems. Provides senior level technical support to end users for issues not resolved at Tier I/Tier II/Tier III. Extensive knowledge and application of Manage Desktop Central, Microsoft Office and Incontrol2 (Network Configurations system). Service Now hardware support manager responsible for tracking, managing site incidents from the time it is reported until successful resolution. Determines appropriate reporting procedures for hardware and software incidents.

Reston, Va, Us

Provides the Secretary of State and the Secretary’s traveling party with accurate, reliable, and Secure Communications support during their worldwide travel. Support Secure Voice and conferencing requirements to the Secretary of State Department, civil and Allied decision makers within the DRSN community. Set up; test, with S-EX State Operation Communicators Staff and Mobile Communication travel team. Maintained multiple crypto devices primarily consisting of KIV-7M Cryptographic Device. Add and monitor communications with aircraft (SAM) during pre-flight tests and during actual flying time. Keep MCO and S/ES-O updated as mission progresses.

Reston, Virginia, Us

Technical specialist responsible for maintaining the security and availability of the Domain 30 (CENTCOM TIER1) tactical Promina network. Monitor, perform fault isolation, and restore services to any of the components comprising of over 100 Domain 30 Promina nodes with over 2000 circuits (DSN, DRSN, NIPR, SIPR, VTC, RIPR, JWICS, etc.). Manage all user accounts and permission levels on Promina nodes. Perform network management and auditing to ensure that appropriate access levels are applied and make adjustments as necessary. Maintained, upgraded, and re-keyed Crypto devices in coordination with Tech Control Facility Technicians. Assist engineering in the decommissioning of nodes from the Promina network as well as perform system code updates to meet required baseline levels for nodes actively in the network or entering the network. Maintain logs and records associated with reported problems or situations using Remedy trouble ticketing systems. Coordinate with configuration management and implementation entities to ensure optimum dissemination of information and network efficiency. Work directly with site technicians, engineers, and apply expertise as a specialist in the planning, operation and/or enhancement of advanced telecommunications networks.

Bethesda, Md, Us

Installs/maintains Secure Voice wired and wireless products (i.e. STE, OMNI, Sectera, Iridium, and SMEPED). Manage, inventory, and order COMSEC material for secure voice equipment. Develop technical solution, implement, and oversee installation of non-secure voice wired and wireless products (i.e. VOIP, ISDN, POTS telephones, cellular services, and satellite services.). Performs as a project-requirements manager for secure and non-secure voice projects. It is necessary to be in an on call status for afterhours NMCC support. Manages and oversees PWCS requirements to include commercial wireless services. Position acts as senior Voice work area lead and provides guidance and direction to team members as required by management. Experience in managing COMSEC account. Verizon Service@Once experience. Experience in managing telecommunications projects/services, PWCS requirements/services.

Reston, Va, Us

Pentagon Telephone Switch Operations Specialists providing DRSN system and cryptographic fault isolation, analysis, correction, and monitoring, perform in-service and out-of-service testing, document test results, coordinate PMEL support, troubleshoot circuit problems, reconfigure equipment, and track and record all actions on equipment. Develop hardware/software installation schedules. Prepare drawings documenting configuration changes at each site. Prepare site installation and test reports. Configure systems, communications devices, and peripheral equipment. Install network hardware/software. Train site personnel in proper use of hardware/software.

Stamford, Connecticut, Us

Ensured connectivity and efficient operation status of all TIER 1 and TIER 0 communication equipment. Managed incidents and service requests for activities such as changes, problems, configurations, and requisitions for equipment and services using Remedy and FACIT Ticket management systems. Maintained customer satisfactory performance for all services provided. Used test, measurement, and diagnostic equipment to analyze, interpret, and troubleshoot link, trunk, and circuit deterioration and outages. Isolated and corrected errors and defective equipment hardware down to the component level. Managed Outages, HAZCONS, Info/degradation tickets through Facility Circuit Information Tracking (FACIT) and the master station log (MSL) Assisted Circuit Actions with new circuit installation projects and guaranteed optimal circuit performance prior to service activation as to provide customers with the best service quality.

Washington, Dc, Us

Responsible for the monitoring, fault isolation, troubleshooting, and quality control of mission critical circuits as well as their associated communication equipment to include a wide range of cryptographic devices. Provided base host customer support to service members to include national SIGINT and tactical support missions. Ensured the movement of classified time sensitive data to Navy fleet, air, surface and shore commands throughout the entire Pacific region. Performed hardware and software fault isolation, working to repair electronic, computer and network equipment. Assigned to the troubleshooting in-house using test and analysis equipment, diagnostic software, hand tools and technical publications as well as providing quality customer service while coordinating troubleshooting efforts with 45 external sites to guarantee full restorations in the timeliest manner possible.

Masters Degree, Technology Management

Bachelor'S Degree, Information Systems/Networking

Red Switch, Drsn

Certificate Of Completion, Information Systems

Certificate Of Completion, Cryptologic Technician