Providing professional general contracting work specializing in kitchen and bathroom remodeling.

Perform a multitude of general contractor tasks for clients depending on the specifications decided on by them ranging from secure mounting, electrical repair and installation, plumbing repair, and furniture assembly. Assess scope of work and provide estimates on time required to complete tasks.

Utilize multiple monitoring tools to analyze availability and performance of distributed IT infrastructures, and should an issue occur, engage the appropriate teams responsible and work with them on disseminating the information to upper management and to the National Institutes of Health (NIH) community about the impact and severity of those problems. • Perform “eyes on glass” monitoring of HP SiteScope, ScienceLogic SL1, System Center Operations Manager (SCOM), and xMatters to monitor server availability, mail queues, and IT services and to alert the responsible on-call staff should an issue occur.• Create and disseminate rapid communication to the NIH IT community through Hot News distribution list once an outage has been determined to affect a significant number of end users.• Provide status updates to Operations Management on Monitor health, any open Hot News, and specific alert details for each individual alert.• Create a problem record within ServiceNow to track and record information regarding any significant IT outage.• Create outage summary reports to inform the senior management of Center for Information Technology (CIT) including the Director on details of the event including who, what, when, where, and impact of the issue. A timeline for each event is also generated as part of this document.• Host and run conference calls for any significant outages, making sure that all critical stakeholders are included.• Assist in maintaining and updating the Hot News email distribution list.• Generate a daily report for CIT senior management for review during the Daily Operations conference call where the previous day’s events are discussed.• Review procedural documentation and draft new documentation for expanded roles and responsibilities for review by management.

Network Technician II Bethesda, MD CSRA, Inc 3/2017 – 9/2017Utilize multiple monitoring tools to analyze availability and performance of distributed IT infrastructures, and should an issue occur, engage the appropriate teams responsible and work with them on disseminating the information to upper management and to the National Institutes of Health (NIH) community about the impact and severity of those problems. • Perform “eyes on glass” monitoring of HP SiteScope, ScienceLogic SL1, System Center Operations Manager (SCOM), and xMatters to monitor server availability, mail queues, and IT services and to alert the responsible on-call staff should an issue occur.• Create and disseminate rapid communication to the NIH IT community through Hot News distribution list once an outage has been determined to affect a significant number of end users.• Provide an hourly status update to Operations Management on Monitor health, any open Hot News, and specific alert details for each individual alert.• Create a problem record within ServiceNow to track and record information regarding any significant IT outage.• Create outage summary reports to inform the senior management of Center for Information Technology (CIT) including the Director on details of the event including who, what, when, where, and impact of the issue. A timeline for each event is also generated as part of this document.• Host and run conference calls for any significant outages, making sure that all critical stakeholders are included.• Assist in maintaining and updating the Hot News email distribution list.• Generate a daily report for CIT senior management for review during the Daily Operations conference call where the previous day’s events are discussed.

Monitor problems with network and Information Technology (IT) infrastructure and communicate with the larger National Institutes of Health (NIH) community about the impact and severity of those problems; provide analysis of the problem after event resolution.• Provide rapid dissemination via email of mission critical information to the NIH community.• Monitor the availability of network resources and applications, using proprietary software applications.• Create a problem record within ServiceNow to track and record information regarding any significant IT outage .• Host and run conference calls for any significant outages, making sure that all critical stakeholders are included. Take notes for use in post incident review.• Create Service Outage entries for the Service Outage and IT Maintenance Calendar, for problem events as well as for scheduled maintenances.• Record and update the network and customer impacts of an impending maintenance as they are completed by the Network Operations Center (NOC); create a case in ServiceNow if applicable.• Perform Problem Case Summaries once a problem event has been completed, including a timeline of events and brief overview, to be used during Incident Review meetings.• Create templates for the Continuity Assurance Program team for use in ServiceNow.• Prepare the NIH IT Service Desk Operations Report, including summary comments for critical and high priority tickets, for distribution to upper-level management and Division Directors.

Provide monitoring of problems with network and Information Technology (IT) infrastructure and communicate with the larger National Institutes of Health (NIH) community about the impact and severity of those problems. Also provide analysis of the problem after the event has been resolved.• Provide rapid dissemination of information to the NIH community at large by e-mail once informed of an event that significantly impacts a large group of users.• Monitor the availability of network resources and applications using proprietary software applications.• Manage communication between Service Owners and affected parties during problem events, monitoring all communication between groups and facilitating communication as needed• Create and record new information for problem records as actions were taken during the problem event.• Create Service Outage entries for the Service Outage and IT Maintenance Calendar for both problem events as well as scheduled maintenances.• Record and update the network and customer impacts of an impending maintenance as they are completed by the Network Operations Center (NOC) and create a case in Remedy if the maintenance is deemed to be service affecting.• Perform Problem Case Summaries once a problem event has been completed. These Problem Case Summaries are to be used during Incident Review meetings as a timeline of events and brief overview of what occurred during the problem event.• Prepare the NIH IT Service Desk Operations Report, adding summary comments for critical and high priority tickets, for distribution to upper-level management and Division Directors.

Provided technical support for point-of-sale (POS) systems and CPE (customer premise equipment) communicating via a secure gateway to a PCI compliant network-gateway company. Provisioned and configured proprietary merchant point of sale (POS) systems, working with remote customers of varying technical capability as well as network and server configurations.Troubleshot technical issues for remote servers across a range of issues, including network (LAN/WAN) communication issues, batch settlement (in a data transaction switch), hardware and operating system issues (including registry settings). Performed traffic analysis (using Wireshark) and advised customers on network configuration.Served as senior escalation point for members of the team. Performed problem management to address issues with no known resolution. Mentored and trained junior team members to technical standards. Acted as a point of escalation on technical issues regarding network traffic, analysis and configuration. Refined and improved training documentation used by the team.Acted as a point of quality assurance for technical documentation. Participated in creating documentation for new products. Reviewed and provided feedback on accuracy and clarity. Advised customers on Payment Card Industry (PCI) Security Standards. Worked with customers to address concerns related to PCI compliance. Configured systems to conform to PCI regulation standards. Promoted from

Provided customer support for point-of-sale (POS) systems and CPE (customer premise equipment) communicating via a secure gateway to a PCI compliant network-gateway company. Conducted tier one customer service support for known issues (incident management). Looked up credit cards for remote customers and performed initial triage of technical issues. Performed manual rekeying of customer database data when needed in support of senior technical installers.