Rolando Mello Email & Phone Number

Bethesda, Md, Us

Serving as a System Administrator in various environments, my primary function is to patch servers in accordance with our security policy and to work with the Security team to maintain a 95% compliance rating. I am also the primary Microsoft Windows server liaison for the DevSecOps and AWS Landing Zone teams to help facilitate Windows server issues.• Create user accounts for multiple environments/ domains including AWS, AD and IDM • Troubleshoot Windows Server related issues• Troubleshoot Jira, Jira Align and Confluence user issues• Create software packages to deploy in Windows environment• Support Red Hat Enterprise Linux (RHEL) user account creation, deletion and troubleshooting • Using VMWare vSphere to patch, upgrade and mitigate server issues

Mclean, Va, Us

Responsible for the support of end user requests and issues, I provided all levels of troubleshooting and remediation support for the Iridium IT Help Desk. Worked in cooperation with system administrators, network engineers, and the Technical Operation Team to provide secure LAN and WAN connectivity for systems and end users.• Primary POC for 24-hour Satellite Operations Center (SOC), and secondary support for remote offices• Managed support requests from multiple sources, i.e., walk-ups, phone, email, IMs’ and the Service Now trouble ticketing system• Installed, moved, added and changed (IMAC) corporate hardware, i.e., desktops, laptops, mobile devices, peripherals as well as associated operating systems and applications for all users in a multi- site corporate environment• Took corrective action and provided root cause analysis• Assisted in successfully migrating to a new enterprise printer contract and hardware equipment• Conducted training sessions on new processes and procedures• Assist Mission Critical Ground Control Systems team when possible

Austin, Tx, Us

Primary function was to serve as a team lead for local IT support group in a global environment. Including myself, this included a junior staff member and a technician with historical information that was used to build upon the team. My focus was to make sure end-users were satisfied with the level of support provided and implement changes to the environment made by upper management.• Analyzed and resolved problems in accordance with service level agreements, escalating when necessary• Provided IT support for the users worldwide utilizing Salesforce.com to manage support requests• Provided troubleshooting and configuration support for client workstations, mobile devices, and VoIPsystems• Interacted via telephone, e-mail and one on one with customers to perform diagnostics and resolvedtechnical problems• Created user accounts for new hires to include, Active Directory (AD), Exchange, Lync/ Skype forBusiness and various 3rd party accounts cloud accounts• Created software packages to deploy to Windows environment using IBM’s BigFix software application• Created software packages and OS deployments for Apple operating system using Jamf• Activated Major Incident Management Ticket (MIMT) procedures for global outages, worked with various I.T. teams to investigate MIMTs’ and keep customers informed of progress and resolution• Liaised with Global IT Support worldwide to propose and implement best practices• Documented procedures, corrective actions, and updated knowledge base system• Provided efficient tracking of IT Inventory

Herndon, Virginia, Us

As the Information Systems Specialist (ISS), I served as the primary Point of Contact (POC) for technical information and communication services in support of the Corporate Office and secondarily regional activities. I installed, operated, and maintained computer systems. •Using Zendesk trouble ticketing system, documented all support issues that originated from various means, including walk-ups, phone calls and IM’s•Responsible for new hire orientation to include; account creation, hardware allocation and familiarization of Apple operating system•Patched Apple and Windows OS using Apple Software Update Server (SUS) and Secure Shell (SSH)•Performed quarterly tests of MSRC’s Retrospect enterprise backup system and monitor cloud backups for remote users using Backblaze Business Backup software •Deployed and maintained Symantec End Point Protection anti-virus software •Maintained inventory control of MSRC’s Information Technology assets•Documented policies and procedures using company Intranet via wiki pages and PDFs•During emergency communications operations, back-filled IT positions at regional sites and / or assisted at response sites with the set up and operation of emergency communication systems including; satellite systems, voice and data circuits, installed and maintained computer and telephone networks, and established and operated radio networks•Participated in annual “brown bag” training lunches for local users regarding new technologies as well as one on instruction with end-users during technical support desk visits