Monica S. Email & Phone Number

Montgomery, Alabama Area

Active Duty March 2018- October 2019Served as Information Systems Administrator, advising and developing strategies for software standardization, compatibility, and implementation while maintaining system securityManaged ongoing computer hardware and software issues, including dissemination of unclassified and classified information Inspected battalions and companies to ensure compliance with TEMPEST, Army Information Assurance, and Information Management Regulations.Aided in the development and implementation of successful risk management policiesServes as Tier 2 field supervisor single-handedly responsible for over 3,000 user accountsSingle-handedly served as the OU Admin and Information Assurance Manager for the 926 EN BDEInstalled, operated, PMCS unit level maintenance on COMSEC devices

Montgomery, Alabama, United States

Installed, configured, and updated Windows, RedHat Linux and Unix servers for various programs virtual development environments based on provided specifications.Managed and provisioned user/service accounts, implemented security and role permissions, and granted network access for customers, systems, and equipment for Windows and UNIX/Linux Updated, modified, and maintained user account and role management scripts using Sudo, Puppet, Group Policy PowerShell, Active DirectoryCompleted the installation of Oracle, IBM, HP vendor software per program customer requests.Resolved incidents and tasks for CIE systems by communication and documentation of updates via BMC Remedy.Collaborated with network, storage, integration and services teams on configuration, installation and/or solutions for CIE systems.Performed regular system backups/snapshots and recovery proceduresSupported GCSS-AF level patching across multiple zones.Secured systems via patching and updating Windows, Linux and UNIX operating systemsExecuted performance tests to mitigate operational risk and faults while increasing overall performance, optimized stability of networks and systems, providing vital diagnostics and recovery of critical systemsProvided leadership and assistance to team members to ensure exemplary completion of projectsEnsured that NIST SP 800-83 security controls were implemented across domains.Executed implementation of new systems, conversion of existing servers, systems, databases, and codeProvide technical support for customers of the AF Capabilities Integration Environment (CIE).

Montgomery, Alabama Area

Installed, configured, and updated Windows, RedHat Linux and Unix servers for various programs development environment based on provided specifications.Managed and provisioned user/service accounts, implemented security and role permissions, and granted network access for customers, systems, and equipment for Windows and UNIX/LinuxSecured systems via patching and updating Windows, Linux and UNIX operating systemsRequests, revokes, renews, and installs live and test AF PKI certificates IAW customer requirementsAbility to interface well with customers, end users, technical staff, and management at all levelsSupported Windows Server 2003, 2008R2, 2012R2, and 2016R2, RedHat 6 and 7, Solaris UNIX environmentsPerformed updates and maintenance of systems through manual installationManagement Software, Windows Server Update Services, System Center Configuration Manager, and scriptingDeployed and tested Windows 10 including Group Policy planning and implementationIsolated and corrected software faults and settings that were not evident until post-installation evaluationPerform servers STIG in compliance with Confidential policies and regulations

Montgomery, Alabama, United States

Tested client network environments through a combination of scheduled onsite and remote supportInstalled, configured, and maintained of Sybase-based applications within MS Windows environmentsManagement of system backup operations at both the application and operating system levels, to include media backup processingSupported successful Standard Procurement System (SPS) interface transaction processing tasks such as analysis, troubleshooting, and configuration support for any of 85 Adapter Servers at USAF SPS sites worldwideAssisted sites and resolves issues with SPS standardized scheduled tasks as applicable to adapter and database serversResolves issues with XML (SPS schema) issuesPerformed adapter/translator testing as requiredTroubleshoot file transfers and connections between server and off-site interfacesProactive maintenance, analysis, design, development, documentation, and testing of client network environments through a combination of scheduled onsite and remote work utilizing necessary independent judgment and discretion.

Montgomery, Alabama, United States

Conducted Information Technology (IT) service desk support to a customer base exceeding 9,000 clients at approximately 59 site locations worldwideCreated over 1,500 IT incidents quarterly in the Remedy system for routine and high priority resolutionDemonstrated strength in diagnosing, troubleshooting, and providing workstation preventative maintenance to a global customer baseProvided support to customers involving Microsoft Outlook inquiries (e.g., creation of email profiles, file transfers, software repair, pst/ost file repair)Executed technical updates including concerns relating to account expirations, associating Active Directory with CAC, and logon name modificationsStood up and facilitated customer facing change management system (Service Request Management- SRM) Improved familiarity with multiple call distribution systems (Cisco Agent Desktop and Interaction Client)Supervised 27 - 30 service desk support staffProvided strategies to IT service desk support team to implement immediate resolution for customers’ technical issues and inquiriesDocumented, tracked, and monitored incidents to ensure accurate and timely resolutionEscalated Remedy incidents to appropriate Tiers to provide advanced troubleshooting and touch maintenanceMonitored and responded, in a timely manner, to email inquiries entered by customers to the service desk organizational mailbox to initiate troubleshooting and resolutionReported scheduled maintenance and high-level outages to service desk support teamInformed supervisor of developments and potential issuesMonitored daily call volume to ensure sufficient coverage to meet customer service requirements and goals

Montgomery, Alabama, United States

Conducted Information Technology (IT) service desk support to a customer base exceeding 850,000 users at over 400 military installations worldwideCreated over 100 - 200 IT incidents weekly in the Remedy system generating technical requirements for routine and high priority resolutionInitiated repairs for inoperable computers by employing remote remedies to conduct test analysis, diagnose computer requirements, employ technical solutions, and verify performance functionalityInstalled software for over 1,200 computer systems quarterly and confirmed components were fully operationalExecuted workstation preventative maintenance for a global customer base that exceeded 850,000 Directed and supported customers with technical updates encompassing concerns relating to account creations, deletions, and modificationsConducted troubleshooting technical support for stand-alone and network printer related concerns (e.g., network, USB connected printers)Routed over 600 IT incidents quarterly to the customers’ assigned local Communications Focal Point or IT support divisionProvided assistance to customers’ worldwide with Microsoft Outlook inquiries (e.g., correct exchange server, creation of email profiles, file transfers, software repair)

Master Of Science - Ms, Information Technology: Info Assurance/Cybersecurity

Bachelor Of Science (B.S.), Chemistry