Justin Lawrence

• Design, develop, implement, and integrate Identity and Access Management (IAM) across multiple systems. Ensures that solutions protect information resources against unauthorized use, inappropriate degrees of access, disclosure, damage, and/or loss.
•Familiar with STIG security compliance and vulnerability scanning/remediation across multiple platforms and networks
• Ensures the maintenance, patching, operating, and monitoring of multiple systems.
• Defines, promotes, and advises on solutions and best practices by using all applicable DoD standards, processes, procedures, and tools throughout the system development life cycle.
• Performing hands-on technical implementation of security solutions comprised of setting correct GPO.
• Maintains awareness and knowledge of current changes within DoD, legal, regulatory, and technology environments that may affect operations. Ensures senior management and staff are informed of any changes and updates in a timely manner. Maintains continuity of any required or desirable certifications, as outlined in 85-70 and all applicable DoD regulatory guidelines.
• Performs other related duties as assigned or requested. Jacobs reserves the right to add or change duties at any time.

• Resolved issues and escalated problems with active directory, knowledgeable support, and quality service.
• Provided preventive maintenance for servers, storage equipment, and software.
• Serves as company liaison with customers on administrative and technical matters for assigned projects.
• Interprets customers' needs and clarifies if the responsibility for problem resolution falls to customer support reps or engineers.
• This job may include any aspect of field support and is not limited to the system hardware and software, firmware, PCs, and networking/wireless networking.
  

• Explained technical information in clear terms to non-technical individuals to promote better understanding.
• Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
• Installed, modified and repaired software and hardware to resolve technical issues.
• Documented transactions and support interactions in system for future reference and addition to knowledge base.
• Configured hardware, devices and software to set up work stations for employees.
• Maintained servers and systems to keep networks fully operational during peak periods.
• Activated accounts in the active directory for clients interested in new services.

• Performed maintenance tasks on Windows and Mac PCs, networks, and mobile devices.
• Create, delete and add new users to the active directory on classified networks; Provision, de-provision and add new users with accounts on NIPRNet.
• Maintain User Access Request forms according to network procedures.
• Set up Windows and Apple PCs, Network printers, and microphones for use in video conferencing rooms.
• Established, repaired, and optimized networks by installing wiring, cabling, and devices.
• Perform client support administrator duties in order to provide a first-line customer support function to resolve hardware and software IT-related issues.
• Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
• Operate and maintain the government’s networked and standalone systems at the Unclassified, Secret, and Top Secret-SCI classification levels.
• Refurbished PC systems and peripherals such as monitors, networking equipment, printers, and more.
• Onboarded new users to internal systems by providing network credentialing, mobile device usage, and BYOD programs.
• Corrected connectivity faults to restore user access to local networks, cloud-based storage, and the public web.
• Worked with users to determine areas of technology in need of improved usability.
• Kept software licenses current for computers and mobile devices.
• Maintain Government provided trouble ticket system and tracked customer survey results.
• Perform application loading, troubleshooting, tuning, and technical support for hardware and software used within the facility.

• Kept documents moving in proper flow by applying strong organizational, planning and multitasking abilities.
• Demonstrated product features by employing knowledge of technology and gadgets.
• Generated referrals by fostering exceptional customer service and satisfaction.
• Walked customers through online demonstrations to support better understanding of product features.
• Assisted customers both in person and by phone, answering questions about different products.
• Demonstrated products to customers, discussed features and redirected objections to capture sales.
• Educated customers on product and service offerings.
• Addressed all customer inquiries and resolved complaints.
• Updated software versions with patches and new installations to close security loopholes and protect users.
• Configured new employee work stations, including all hardware, software and peripheral devices.
• Installed appropriate security patches to eliminate security vulnerabilities.
• Identified hardware issues caused by component failures using approved diagnostic tools.
• Installed, configured, and setup PCs in all stores for optimal operation and reporting.
• Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.

• Knowing security protocols, IT systems, networking infrastructures, and database systems Managing multiple projects simultaneously
• Communicating complex information to a non-technological audience
• Troubleshooting Office 365 produces. Assigned the tickets which are out of scope to Service Desk/Other Teams.
• Communicating complex information to a non-technological audience Personal
• Computing hardware, software, and MS Windows operating systems Mobile communications devices and applications
• Performed troubleshooting duties and provided server management expertise via remote and in-person interactions.
• Scheduled and coordinated software updates and hardware replacements.
• Offered technical assistance to clients to facilitate seamless installations and updates.
• Assisted with implementation and management of quality assurance efforts.
• Completed scheduled services and installations, preventative maintenance, and calibration.
• Planned, implemented, and integrated updated system-oriented projects.
• Provided status updates to keep upper management informed and to reach goals.
• Defined technical integration strategy and develop integration plans.
• Studied network security logs to identify and eliminate outside and internal threats.
• Analyzed requirements and implemented systems to deliver comprehensive development life cycle solutions.
• Kept customers informed about issue resolution progress and provided updated estimated times of resolution on an ongoing basis.
• Coordinated ongoing performance assurance for software applications and automated performance test scripts.
• Managed user profiles, security access, and shared file structures.
• Tested performance, functionality, and security of network systems, individual workstations, and peripheral devices.
• Diligently followed up with customers about existing orders, informing on status and responding to questions.
• Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
• Developed organizational filing systems for confidential customer records and reports.
• Created new accounts, reset passwords, and configured access to servers and file management software for users.
• Developed and maintained positive customer relationships resulting in increased account services and expansion.
• Researched issues on various computer systems and databases to determine resolutions to problems and answer inquiries.
• Reviewed support cases for technical and troubleshooting accuracy and identified needed improvements in processes.
• Maintained a calm, andprofessional demeanor when faced with high demand, and high-volume workloads.
• Conducted technical reviews and trade-off studies to identify purpose, audience, and scope.
• Assisted in technical support process refinement to improve customer service and support.
• Mentored other technical engineers and support professionals to provide professional development and skill enhancement.
• Assessed customer bug reports and enhancement requests and prioritized development to streamline response.
• Directed account management and customer training on company technical software and tools for new accounts and new users.
• Troubleshoot daily IT desktop client issues, supporting multiple departments and various offices.
• Built and maintained successful relationships with service providers, vendors, dealers, and consumers.
• Investigated technical issues using knowledge base and personal experience to complete timely resolutions.
• Tested and troubleshot applications and documented issue resolutions for a development team.
• Identified areas of applications for regression testing following software updates, system changes, or functionality changes to avoid unnecessary downtime and recoding.

• Personal computing and communication configuration and installation
• Advanced technical troubleshooting including root cause analysis and resolution
• Technical writing for configuration and procedures
• Verify PC has been installed – including hardware, software, user’s data, and profiles
• Knowledge of Microsoft Exchange, Excel, Outlook, SharePoint and other server applications
• Ability to ask questions to isolate problem quickly (either solve or escalate)
• Set up new desktop systems and configured laptops for incoming employees, loading required software and server permissions.
• Conferred with vendors to obtain replacement hardware or software and escalate more complex concerns.
• Delivered local and remote Tier 1 IT support for hardware and software to company personnel.
• Updated software versions with patches and new installations to close security loopholes and protect users.
• Reviewed support cases for technical and troubleshooting accuracy and identified needed improvements in processes.
• Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.
• Observed system functioning and entered commands to test different areas of operations.
• Documented repair processes and helped streamline procedures for future technical support actions.
• Disassembled computer systems to troubleshoot and resolve hardware issues.
• Troubleshot daily IT desktop client issues, supporting multiple departments and various offices.
• Removed malware and viruses from laptops and desktop systems using specialized software.
• Diligently followed up with customers about existing orders, informing on status and responding to questions.
• Researched issues on various computer systems and databases to determine resolutions to problems and answer inquiries.
• Built and maintained successful relationships with service providers, vendors, dealers and consumers.
• Tested performance, functionality and security of network systems, individual workstations and peripheral devices.
• Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
• Assisted in technical support process refinement to improve customer service and support.
• Developed and maintained positive customer relationships resulting in increased account services and expansion.
• Explained technology-related details in easy-to-understand terms to individuals from all walks of life and in various job positions.
• Investigated technical issues using knowledge base and personal experience to complete timely resolutions.
• Kept customers informed about issue resolution progress and provided updated estimated times of resolution on ongoing basis.
• Conducted end-user training and provided technical support on hardware, software and network issues.
• Trained new employees on support processes, procedures and knowledge base.

• IT Security Operations
• Personal computing security measures including Anti-virus, Anti-Malware, and data encryption
• Advanced technical troubleshooting including root cause analysis and resolution
• Reviewed account and service histories to identify trends and issues.
• Supported customer service goals and enhanced relations through friendly, knowledgeable and positive communication.
• Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
• Escalated customer satisfaction ratings by offering valuable insights to customers' needs and expectations.
• Circulated among patrons and customers to keep abreast of emergent security situations.
• Investigated alarms and disturbances to maintain safety.
• Researched, planned and implemented small- and large-scale improvements to address changing conditions and needs.
• Completed problem analysis to evaluate system issues and determine root causes.
• Provided training and support to users for both hardware and software needs.
• Managed user profiles, security access and shared file structures.
• Kept hardware and software systems current with latest patches and current licenses.
• Troubleshot daily IT desktop client issues, supporting multiple departments and various offices.
• Kept customers informed about issue resolution progress and provided updated estimated times of resolution on ongoing basis.
• Devised automation, backup and recovery protocols to preserve and safeguard data.
• Directed account management and customer training on company technical software and tools for new accounts and new users.
• Coordinated ongoing performance assurance for software applications and automated performance test scripts.
• Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
• Performed continuous assessments of network structure, business content filters and security firewalls.
• Researched, documented and escalated support cases to higher levels of support when unable to resolve issues using available resources.
• Tested performance, functionality and security of network systems, individual workstations and peripheral devices.

• Reported on project testing status, develop test plans and followed guidelines set by test plan
• Tested networking features across OS platforms Built test environments, updated bug database and maintained test environment for automated software testing
• Tracked software engineering, test procedures and performed programming depending upon project or group
• Developed automated tests to improve reliability and repeatability of frequently ran software testing
• Enhanced testing, project quality metrics by working with test engineers, assessed, introduced new testing tools
• Reviewed application specification and created documents to identify test scenarios Used C/C++, Python, Java, JavaScripting software.
• Conducted load tests to determine server operating parameters.
• Designed and updated test cases to complete consistent manual tests.
• Reviewed configuration files, logs and sections of code to complete debugging and locate breakdown sources.
• Tracked software bugs and detailed all information regarding findings and resolution techniques in documentation for Software Engineers.
• Produced test scripts for new automated software testing rounds.
• Worked with Agile and Scrum methodologies to accomplish project milestones and meet demanding timelines.
• Tested functionality, performance and compliance of each product against design specifications to maintain strong development standards and high customer satisfaction.
• Worked with off-site teams to complete timely tests and facilitate smooth product releases.