Thomas Lee Email & Phone Number

Burke, VA, US

• Provide Tier 3 support for virtual machine and storage issues and requests.
• Perform upgrades for hosts, storage clusters, and hardware firmware throughout the environment.
• Monitor and remediate low space issues for volumes and aggregates.
• Monitor hardware health and initiate RMA with vendors to coordinate replacement parts.
• Create and Manage CIFS shares within the environment and create snapmirror relationships when necessary.
• Monitor, Troubleshoot, and Deploy RecoverPoint for VMs disaster recovery solution for high asset VMs.

• Provide support and monitoring from the Enterprise Operations Center (EOC).
• Administer and troubleshoot Active Directory account and groups for all users in CA.
• Administer and troubleshoot Exchange account and shared mailboxes for all of CA.
• Utilize VMware vSphere to fulfill Windows server build requests for over 100 servers.
• Facilitate and coordinate the total server request process as the main point of contact which includes: change management; building; installing additional applications; security compliance/remediation; delivery.
• Maintain and provide support for Windows servers including: allocating resources; network configuration; security compliance; break/fix; decommission.

• Provide Tier 2 support for multiple proprietary and commercial software for the Department of State, Bureau of Consular Affairs (CA).
• Utilize TOAD for Oracle to run scripts to analyze and modify data in an Oracle 11g environment for over 200 databases around the world.
• Troubleshoot and diagnose overseas hardware issues related to passports and visas.
• Function as a Subject Matter Expert for Adobe Connect and Passport Application support.
• Utilize BMC Remedy 8.1 to document work log and tracking for the customer.

• Facilitate Active Directory and Exchange account creations, transfers, and deletions for CA.
• Function as a Subject Matter Expert in regards to Account Requests and Adobe Connect meetings within CA.
• Manage and train a specialized request team within the Service Desk.
• Utilize Active Directory to analyze and modify user’s accounts.
• Provide Tier 2 support for passport applications.
• Utilize SharePoint to manage and upkeep the Service Desk’s Support Contact List along with other documents.

• Provide email and phone support for over ten proprietary as well as Microsoft based applications for CA.
• Utilize BMC Remedy 8.1 to document customer information and track incidents.
• Analyze and determine correct resolution or proper escalation for all issues in an efficient manner.
• Assess issue’s impact, and coordinate support with management and level 2 and 3 support tiers accordingly for issues identified as Critical, High, or VIP level priority.
• Utilize SQL to run basic scripts to troubleshoot overseas databases.

• Provide floor support for team managers by training and mentoring new employees.
• Manage and monitor a team of five for quality assurance.
• Function as a Subject Matter Expert for Tier 1 support.

Falls Church, VA

• Assist insurance agents and companies with password resets and accounts unlocks for the Centers for Medicare and Medicaid Services (CMS) Enterprise Portal website under the Affordable Care Act.
• Receive and troubleshoot calls for over fifteen different systems.
• Trained to utilize Remedy to ticket and escalate incidents.
• Analyze and determine correct resolution or proper escalation for technical issues in a timely manner.

Silver Spring, MD

• Mix audio for clients such as: America’s Most Wanted; FOX; Lifetime; Discovery Networks; MSNBC; National Institutes of Health; The Department of Homeland Security; and more.
• Carry out and manage voiceover recording sessions.
• Maintain and organize the backup data server.
• Troubleshoot problems in the audio signal chain, as well as software, hardware, network, and workstation issues.

Harrisonburg, VA

• Live to tape weekly show.
• Mixed audio, operated camera, operated prompter, and served as the floor director.
• Prepared studio for taping which involved: lighting, charting cameras and setting up mikes.
• Logged tapes.
• Utilized Final Cut Pro to edit a hundred 10-60 second promotional spots for various shows.
• Utilized FCP to create two 20 second promotional video for new children’s program.