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Sara Holmes

309 Blackstone Dr.

Montgomery, AL 36001

E-mail: holmes_sara@yahoo.com

Home: (334) 819-9876

Objective:           Seeking a full time position with a company where I am able to apply my skills as well as professional knowledge in order to enhance my career and achieve a personal and company-wide level of success. 

Certifications:

·         Cisco Certified Network Associate (CCNA)

·         Comptia Security+

·         EXIN (ITIL, version 3)

Education:       Alabama State University, Montgomery, AL

Bachelor of Science in Computer Information Systems, May 2003

Security Clearance:  Secret (Received 06/08/2009)

           

Experience:     NCI Information Systems                     Field Service Engineer,           Montgomery, AL

                        2011-present

·         Serve as a liaison between the Program Management Office and the 26^th Network Operations Squadron

·         Audit Windows and Unix servers, Cisco routers and switches, as well as other appliances

·         Enhanced the overall security posture of the system within the guidelines of DoD Information Assurance Certification and Accreditation Process (DIACAP)

·         Provide oversight in the management and mitigation of Retina and DISA STIG findings

·         Work with Network Operators, Change Management, and Asset Management to ensure accountability of all AFNet Inc 1 equipment

·         Provide technical, system, and installation services to relevant AFNetOps organizations

·         Provide engineering support to the Integration and Test Facility at Hanscom AFB

·         Monitor and assist in the application of TO and TCTO-based configuration changes and upgrades at AFNetOps locations

·         Monitor trouble tickets opened by AFNetOps personnel with the PMO’s AFNet Response Center (ARC)

·         Communicate potential security issues and incidents to the PMO in accordance with AF regulations and local operating instructions

RTGX / Gunter AFB                              Network Engineer II,                Montgomery, AL

                        2010-2011

·         Configured and maintained Cisco routers and switches, firewalls, BlueCoat web proxy servers, and taclanes

·         Provided network engineering and systems support for the sustainment and modernization of Air Force Service Delivery Points to include all Air Force installations, Guard and Reserve activities worldwide

·         Provided initial testing of unclassified network solutions; with the technical, capability necessary to constantly provide the Air Force with a modernized and secure communications network

·         Provided equipment and architecture expertise to assist AFSN in answering specific functional and technical questions related to requirements, design and maintenance of network equipment in the AFNET

·         Provided AFNET installation, configuration, testing and integration, troubleshooting and correcting problems associated with classified and unclassified networks

·         Provided Tier 3 network systems support for problem resolution for the CITS PMO and the 26th Network Operations Squadron (26th NOS)

·         Developed and executed strategies for fielding, implementation, integration and migration efforts supporting the Air Force Network (AFNET), to include: cost estimates, technical & schedule risks, and analysis of alternatives

General Dynamics / Gunter AFB          (CITS) Jr. Systems Analyst,      Montgomery, AL

2009-2010

·         Troubleshoot system and network problems and diagnosing and solving hardware/software faults

·         Provide support, including procedural, and documentation support, as described is CITS Technical Orders or CITS Time Compliance Technical Orders (TCTOs)

·         Troubleshoot hardware systems to determine if there is a failure; then passing the information to Hardware Sustainment to replace the part if it is out of warranty

Applications Supported: 

BMC Remedy ITSM, HP OpenView NMS, VoSS, Active Directory, Enterprise Security Manager 5.5,  NetIQ AppManager 5.0, CISCO Works 6.0, Sidewinder 5.2, Symantec Mail Security for SMTP,  Internet Security Scanner 7.0, Veritas NetBackup,  Bluecoat Web Proxy SGOS, Smarts-in-Charge v6.2, Sniffer Portable v4.8, Intruder Alert, Security Administration Suite, Host Base Security System, Wireless-Odyssey , Enterprise Threat Management

Hardware Supported:

Cisco 7606  Routers

Cisco 7200 Series Routers

Cisco 1800, 2800, and 2900 Series Switches

Dell - PowerEdge 2650 Server-- Dual Intel Xeon 2.4 GHz 2 GB RAM

Dell - PowerEdge 2550 Server Intel PIII 2.0 GHz 1 GB RAM

Compaq -  Proliant 1600R Server--Intel PII 450 MHz 512 MB RAM

Compaq -  Proliant 1850R Server--Intel PIII 600 MHz 512 MB RAM

Compaq -  Proliant DL380 Server-- Intel PIII 1.2 GHz 1 GB RAM

Bluecoat 800 Series Proxy/Web Caching ApplianceAPC 3000 UPS Uninterruptable Power Supply, APC 3000, 208 Volt, Rack Mount Only

Spectracom 8183 Netclock GPS Master Clock

Exabyte 220 8mm Tape Library

·         Installed, configured, and monitored using GUI Interface with Microsoft Vista and XP O/S

·         Configured Avaya software accounts in TCP/IP environment

·         Maintained and troubleshot of networked CPU’s and VOIP phone systems

·         Received all initial customer service requests for all network services, and supported desktop/laptop users via telephone, e-mail, voice mail, or walk-ins

·         Resolved customer service requests over the telephone, through desktop consultation with users, and/or by using remote management software

·         Opened, analyzed and closed service requests with detailed information of the resolution documented in the Remedy tracking system (Version 6.3)

·         Resolved issues related to workstation operating system, network connectivity, application errors and user login

·         Built and configured PC and laptop workstations with Microsoft Vista and XP standard desktop image. Re-image workstations and use disk utility software for wiping and repairing disks

·         Ensured customer feedback is solicited, analyzed, for trends, and potential problems via Remedy

·         Applied diagnostic techniques to identify problems, investigate causes, and recommend solutions.

·         Proficient in Outlo

 2003/2007 with configuring LAN accounts housed on Exchange 2007 servers

·         Help-desk support for local and off-site users

·         Worked with and supported the following:  Windows 2000, XP, Exchange 2000 and 2003, Tivoli Access Manager v. 6.0, Office 2000 and 2003, iSQL Plus, Server 2000 and 2003

Rheem                                     Technical Support Analyst I,                Montgomery, AL

                        2008-2009                                            

·         Provided accurate, proactive, progressive, and after completion communication

·         Appropriately assigned visible, traceable, priorities to task as they arrive

·         Recognized appropriate business impacts so that the customer focused priority is assigned in a timely manner

·         Established a constructive communication dialogue with each customer

·         Capitalized on the use of technology to improve communication and traceability of actions via reporting

·         Placed increased emphasis on training

·         Met regularly to conduct process improvement sessions

·         Responded and resolved customer inquiries through extensive research and follow-up steps

·         Followed company guidelines to research and analyze customer’s problems

·         Provided technical support to homeowners and businesses for an estimated 15 water heater models on a day to day basis

EDS                                          Helpdesk Support,                               Montgomery, AL         

                        2006-2008

·         Showed ability to recognize, research, isolate, resolve, and follow-up on problems

·         Used problem management databases and help desk systems on a daily basis

·         Responded to and resolve customer inquiries on Alabama Medicaid issues

·         Maintained log of customer inquiries, accounts, and concerns on a daily basis

·         Followed procedural guidelines to respond to and/or research customer questions

·         Averaged 190 seconds handle time per call

·         Listened actively to effectively communicate with Alabama Medicaid recipients

·         Researched current changes to ensure information given to callers were accurate

·         Provided recipients with travel vouchers to and from designated physicians

·         Issued new and updated Medicaid cards to recipients

·         Assisted customers with applying for specific types of Alabama Medicaid based on household income limits

Regions Bank                          Support Specialist,                             Montgomery, AL

                        2005-2006

·         Provided quality support to IT users, employing a high degree of customer service and timeliness

·         Responsible for controlling processes and correcting problems in a timely manner

·         Specialized in problem recognition, research, isolation, resolution, and follow-up steps

·         Responded to and diagnosed problems through discussions with users

·         Assisted internal customers at approximately 950 company locations with troubleshooting hardware, corporate software, and network problem(s) via telephone 

·         Provided assistance with PCs, PDA’s, printers, mainframe applications, plus voice and data communication lines

·         Also assisted customers with daily tasks such as LAN password changes, terminal resets, incident report requests, initializing videoconference equipment, conference call scheduling and approvals

Office Pro                                Office Assistant, (Intern)                       Montgomery, AL

2002-2003

·         Created invoices consisting of work orders for supplies to be shipped and received

·         Assisted customers with accounts

·         Collected and posted payments

·         Excellent rapport building, business acumen and closing skills

·         Used SQL in the visual basic 2.0 professional edition to run query commands in Microsoft Access database to monitor and manage database orders for end users and monitor hardware inventory

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