KIM CORREA NEW RESUME FOR ALL COMPANIES JUNE 2016
- 1. Kim M. Correa 81Westminster Drive, Front Royal VA, 22630 540.305.4285 [email protected] Top Secret/SCI Poly http://www.linkedin.com/pub/kim-correa/38/196/52a/ QUALIFICATION SUMMARY Over 20 years of progressive IT experience in computers/Telecommunication support, system planning, product evaluation, system maintenance of complex communications systems, information security, maintained records and system documentation and supervising and training of military and government personnel. Has experience with managing multiple phases of systems life cycle. In depth knowledge of security technologies, to include: communications, information assurance, and operations. Achieved record of success in troubleshooting, increasing efficiency, and optimizing information collaboration. Maintained Wang / Dell / and Compaq Systems internationally and domestically. Experience Loading STE/STU phone systems and numerous other classified systems and provided intelligence products and services to U.S. war-fighters and senior military/civilian defense leaders of military operations. Has excellent customer service and interpersonal skills. Directed and oversaw professional development of 5 line supervisors. Experience processed message traffic NAVMAC II/V3 automated processing system and shipboard Local Area Network (LAN). Maintained the efficient performance of technical and analytical functions related to equipment and operations, including watch-to-watch integrity of administrative, operational, and cryptographic publications and materials. Maintained, trouble-shoots over 3,000 defense Communications Systems, Hawaii Information Transfer System, and IDNX-90 trunks and circuits. Has trained all Communications staff members as well as subordinate personnel and served as principle advisor to Upper Level Managers on all personnel matters. Expert level experience with COMSEC Equipment and materials; acted as CMS Alternate for the distribution and the proper handling of sensitive material within my Military Service. EMPLOYMENT HISTORY Convergenz, LLC /Xpect Solutions, Inc 12/28/2015 – 06/10/2016t Tier 1- Helpdesk Support Specialist As a Helpdesk Support Specialist/Incident Coordinator will be responsible for • IT concepts (desktop hardware, desktop software and networking) and basic troubleshooting techniques as well as good oral communication skills. • Responsible for providing: Organizing and Planning, Problem solving skills and using best Judgment. • Incident Coordinators provides the ability to effectively listen and communicate with customers while demonstrating empathy and professionalism in assisting customers to resolve their problem or answer their questions. • Incident Coordinator provides systematic and standardized troubleshooting as prescribed in
- 2. flow diagrams or call scripts. • Provides experience working with the HP Service Manager ticketing system. • Experience working with and troubleshooting industry-used software applications such as Windows 7, Microsoft Office, and Microsoft Active Directory. • Incident Coordinator/IT technician will also monitors any unplanned interruption to an IT service or a reduction in the quality of the IT services. • Notifies responsible FBI solver group(s) to review and acknowledge the incident ticket. • Performs detailed investigation to search against the EOC knowledge base and matched against similar incident tickets for possible related incident symptoms. • Tasked to produces daily morning and afternoon critical outage reports to EOC and FBI Management. • Tasked to communicate incident severity to solver group. • Tasked to undertake proactive steps to advise customer of major outages. • Tasked to gather information related to all Critical Incidents and distributes all Critical Incident notifications to designated management and key personnel based on the critical incident. • Tasked to work with all solver groups involved with each critical incident to coordinate the information communicated out to the necessary personnel who needs it. • Monitors ticket queues for trends/patters that may warrant Master. • Tasked to monitor and respond to Ticket & critical notifications. • Tasked to gathers information, creates and distributes outage reports to management. • Tasked to manage all Ad-Hoc messages posted to the EOC phone numbers regarding major issues. • Tasked to communicate with management regarding ad-hoc messages. • Tasked to monitor EOC Duty Officer Mailboxes on all enclaves (includes making after hour notifications to appropriate solver groups). • Tasked to Assist with Crystal Reports as needed. Marathon TS, Inc /ACT Inc 2/5/2015 – 21 Dec 2015 Computer Specialist (Tier II Support) As Computer Specialist (ESD) Technician responsible for • Real world experience in internet application helpdesk support at an enterprise level.
- 3. • Having experience with end-user technical support working as a level 1. • Responsible for supporting customers who use various Internet browsers to include Internet Explorer, Mozilla, Firefox, and Chrome and be able to learn new Operating Systems, Applications and hardware troubleshooting skills. • Responsible for Microsoft Windows XP OS/Windows 7, Office 2003/2007/2010. • Responsible for Remedy Corporation’s Service Desk and Action Request software packages (REMEDY). • Responsible for and have the ability to interact and work with a diverse customer base. Requirements arrive via email, telephone calls, SharePoint, Remedy Trouble Reporting System and verbally from Leads, Managers and Supervisors. • As a technician responsible be adept at oral communications, verbal communications and customer service skills. • Responsible for desktops, hardware, software, and black berries as well as creating images for new equipment, base lining computers, troubleshooting hardware and software issues, responding to security problems, and supporting the deployment of new versions of operating systems and applications programs. • Responsible for the configuration and operation of networks and has the expertise required maintaining them. Additionally the network will be changing/evolving which will require industry currency. Gromelski & Associates, Inc. 2/10/14 -9/30/2014 Technical Support Desk Technician As the Technical Support Desk (TSD) Technician; responsible for • Working Defense Message System (DMS) Trouble Tickets. • Using the various troubleshooting skills to assist customers in resolving equipment and software issues the customer may have. • Responsible for opening and closing Trouble tickets and including data on resolution steps using the Remedy Trouble Ticket software. • *Support on-call coverage for off duty hours including weekends. • Working with and supporting the DMS Support Engineers and Product Experts to analyze problems, review associated logs, and system data. • Assure Trouble Ticket resolution response time is within the contract requirements. • Assure that Remedy tickets identify the correct information so that if the Ticket needs to be escalated to the Engineers then the TSD technician will take the necessary steps needed. • As a TSD technician there is a need to be able to identify a product deficiency with an assigned priority in the Trouble Management System (TMS) to initiate a Problem Trouble Report (PTR) for DMS Lab Engineers.
- 4. • As a technician needs to be able to identify hardware issues, complete checklist and schedule NCR technicians if needed. • Responsible for using the DC Directory Admin Program (LDAP) to verify that the various commands profile information and PKI information is up to date in the system. • Familiar with DADS (DMS Asset Distribution system). System displays various software updates, PLA’s Reports and product documentation used by Helpdesk and Engineers. Responsible to make sure that the various commands updated their PKI CERTS for (SIPR/NIPR) accounts. • Familiar with VMS (Vulnerability Management System), database; this database allows users to access the different types of vulnerabilities a command has. • Responsible to look and monitor the various assets, track equipment via POAM that are written. DPVS (Distributed Plain Language Address Verification System). This portion of the VMS system houses the PLA’s and the PLAD’s for the various commands, and tells which PLA’s are valid. • Responsible for looking up PLA’s when needed by user/customer. Level 3 Communications (contractor) 4/2012 – 4/2013 Network Operations Specialist While under supervision of Project Manager and Lead SME; responsible for • Plans, designs, develop, and implements network engineering plans of moderate scope and complexity. • Develops design documentation and training in support of network configurations and new technology introductions. • Provides technical support in customer interaction situations, including test and service requests. Exercises judgment within defined procedures and practices to determine appropriate actions. • Identifies and develops requirements for the IT organization for provisioning, inventory, and billing functionality. Debugs and tests networks, plans projects, and performs needs assessments. • Configures and performs advanced diagnostics on Network Infrastructure components • Contributes, and may prepare, detailed engineering plan designs and standards by interacting with cross-functional peers both internal and external. • Performs hardware fault isolation and repair. Repairs switching and VLAN problems. • Writes method of procedure documents and templates for internal and external execution. • Troubleshoots Infrastructure including cable and fiber. • Understands and can configure and install Network technology for bridging or routing. • Understands and troubleshoots routing protocols for the LAN and WAN. • Works with Design team to develop and execute functional test requirements and analyzes test results. • * Provides technical support for standard activation, deployment, and maintenance activities
- 5. and issues. HEWLETT-PACKARD (Contractor) 04/11 – 9/11 Senior Record Communications System Administrator for Hewlett-Packard at a secure government site my duties and responsibilities include, but are not limited to: • Responsible for daily operations and maintenance of communication-computer systems within the messaging system Facility as well as remote sites. • Provides technical assistance to customers in support of a complex secure message and data network by installing and maintaining message platform connections. • Generates reports as needed, directed, or requested. Provide 24/7 operations manning to messaging system. • Complies with established standards, instructions, procedures, policies, etc. Researches and resolves system or customer problems as they arise. • Responsible for overall maintenance and management of system databases. • Creates appropriate messages and system outage notifications. Accomplishes all established shift responsibilities – established or otherwise. • Conduct system swaps every month. Perform messaging system restorations and recoveries as needed. Monitor messaging system disk space and inodes daily and perform corrective action as required. • Provide system/console oversight to ensure console, nightly reports, and daily tasks were accomplished without error. Maintain messaging system Templates. • Attend all system related meetings and briefings. Direct link between both the Watch floor and all Tier III support. • Coordinate COOP/CCRP/CARP functions as required. Initial user account creation for messaging system. In charge of initial Message Management Letter (MML) creation with customers. • Responsible for maintaining all necessary admin accounts on assigned messaging systems. • Responsible for building, maintaining, and deleting user & admin accounts. • Responsible for ensuring security measures for their assigned system meets specifications. • Responsible for ensuring any address or routing tables are updated correctly. • Update messaging system passwords every 3 months. Responsible for informing others Administrators, Tier III support and other upper management elements. • Maintains customer and POC Information databases and reference materials; “TSB-Messaging MML website”, phone listings, etc. Completes weekly annex updates as directed. • Oversees messaging system Contingency Plans. Update Master Lists, coordinate scheduled CCRP and CARP testing, and accomplish after action reports in accordance with published guidelines. • Perform messaging system backups; daily partial back up and weekly full backup. Manage Customer information Databases. Provide System Administration oversight for messaging systems. • Maintain common system login (home directories, mail boxes, etc.). Perform: Adds, deletes and modifies for messaging system routing databases, and interfaces. • Perform messaging system routing guide / address book management and updates. JONY Software Solutions (Contractor) 07/08 – 07/09 Network Engineer - AXISS - Cryptologic Telecommunications Operations Center (CTOC) – (NSA) at NSA my duties included, but were not limited to:
- 6. • Has experience monitoring and managing Network Messaging systems in support of AXISS (CTOC). Expert knowledge of NEWSSTAND, Matrix Switch, NEWSDEALER, Smartguard, Message Correction System, AVENUE, Defense Global Warning System, and AMHS Report and Message Processor messaging systems. • Responsible for health and welfare of the record messages. Monitored Messaging Bridge points, JWICS, CAT II and NGC Detrick. Responsible for CRITIC processing and management. • Experience monitoring and modifying Newsdealer to ensure message dissemination to proper DSSCS and GENSER Routing Indicators and correlated PLA’s. • Utilized AMHS, in support of the Defense Message System (DMS). • Experience with troubleshooting automated message switches (Newsdealer/Opintel), Automated Message Handling System (AMHS), Aboveboard, NEWSSTAND Operating System and Message Correction System (MCS) to promote accuracy message delivery. • Utilized AMHS to provide a direct means of support to authorized recipients with the proper clearance to receive SI message traffic while providing a connection for Naval Messaging Systems. • Performed Trend analysis on war outages by the use of spreadsheets and graphs to aid in the isolation and reoccurring outages. • Provided government customers with pertinent technical and administrative shift status as required. Provided operational support to military operations, deployed forces, centers located in the CONUS, OCONUS, and service to multiple networks. • Ensured network wide interoperability through the use of cryptographically secured backbone trunks and utilizing CISCO WAN Utilized Manager and HP Open-view Network mapping. • Coordinated outages with Tier-2 and end users to expedite restoral of circuit/trunk outages. • Utilized Master Station Log (MSL) and REMEDY to annotate essential events on shift and update trouble ticket outages. • Familiar with CISCO/JUNIPER routers; voice over internet Protocol (VoIP) network; Promina 400/800 multiplexers; BPX/IGX/MGX switches. • Acted as CMS Custodian-Alternate for the proper distribution, destruction, documentation and handling of material and equipment. Adams Communications (Contractor) 4/07 – 2/08 Telecommunications Technician/Systems Integrator • Responsible for conducting worldwide satellite operations in support of the ground communications Operations. • Performed troubleshooting and resolving technical problems, wire routing, satellite location, installation of SWE-DISH DA 150 and Vertex 2.4m Satellite Antenna System. • Familiar with the installation of Ku/C and X band Satellite feed horn assemblies. • Familiar with the programming of ACU3000 Antenna Controller, HPA Duel-Band Controller, SLM- 5650-7650 Modem. Familiar with the installation of the VHF/UHF RF 390 Whip and TACSAT Antenna. • Familiar with installation and maintenance of IP Encryptors. Performed installation, integration and testing of PRC-117. • Performed installation, integration and testing of STE testing (secure/non-secure) thru Inmarsat. Performed installation, integration and testing of Inmarsat Alt route thru ISDN BRI (Basic Rate Interface) module on Cisco Router. Performed installation, integration and testing of POTS.
- 7. • Installed X Wing SATCOMM antenna. Responsible for the installation and operation of, ANTRAN TRACER 6420, High Frequency Microwave Antennas in an 802.11 environment. • Responsible for creating/implementing/redefining SOP’s and reporting procedures leading to reduced circuit down times and elimination of transponder interference issues. • Familiar with the use of 1705A Spectrum Monitor, signal generators, digital millimeters, oscilloscopes, Firebird 8000, modem test sets, power meters, and technical manuals to troubleshoot Satellite equipment and system malfunctions. • Administratively responsible for the System Documentation, Inventory control, SOP and Policy Creation, for different Government Customers. NCI Pentagon Renovations & Construction Program Office (Contractor) 4/06 – 4/07 Information Security Technician • Tested alarm and access control systems for all TC have to ensure proper working order. • Prepared Pad Locks for installation by physically inserting all combinations for different security levels, locking all PDS pull boxes and column boxes in the renovated areas. • Performed spot checks of all PDS to ensure the system meets requirements and are not tampered with. • Performed surveys on all new areas to locate and inspect PDS. • Attended walk-through regularly with different tenants of the new spaces, to ensure that the spaces are accreditation-ready, and present with tenants when they move into space. • Ensured PDS drawings of all renovate areas are up to date by providing necessary adjustment. Has worked with an IT Communications team members to learn how to run wire and cable for this project. • Became familiar with how splice, terminate and run cable and fiber and has a basic knowledge of the process. United States Navy (RET) 5/86-6/06 Defense Intelligence Agency - Arlington, VA 12 /03- 06/06 Information Systems Technician/LAN Help Desk Technician • Provided intelligence supporting counter-drug operations. • Provided intelligence products and services to U.S. war-fighters and senior military /civilian defense leaders of military operations. • Principal: Installed, replaced, troubleshoot and upgraded; new equipment compliance verification and implementation into existing networks. • Monitored access to highly secure areas. Worked with loading STE /STU phone systems and numerous other classified systems. • Reported trouble call and submitted Seibel tickets to Verizon for ISDN phones. • Supervised the upkeep and distribution and inventory for all beepers and cell phones within CNT division. • Assisted and performed the duties of loading of crypto-to-crypto equipment.
- 8. • Monitored all combinations for all CNT secure spaces. Issued passwords and combinations for all of DIA employees for the ADT alarm system. • Acted as CMS Custodian-Alternate for the proper distribution, destruction, documentation and handling of material and equipment. • Coordinated with the various commands to set up the VTC Video Teleconferences for the command meetings. • Worked with Comsec Custodian to ensure that the Fortezza Cards (STE’s) are replaced when needed. • Worked with the Comsec Custodian to ensure that the CIC keys for (STU’s) are updated appropriately. USN /USS Wasp LHD-1 - Norfolk, VA 2001-2003 Joint Message Center Supervisor • Ensured reliable communications with antennas, transmitters, receivers, frequencies, and terminal equipment. Supervised 6 personnel and processed message traffic NAVMACS II automated processing system and shipboard Local Area Network (LAN). • Performed circuit and systems performance tests and inspections, including maintaining logs and records of data pertinent to control center operations. • Maintained the efficient performance of technical functions related to equipment and operations, including watch-to-watch integrity of administrative, operational and cryptographic publications and materials. • Supervised technicians in all facets of naval electronic communications and technical assistance. • Acted as CMS Custodian-Alternate for the proper distribution, destruction, documentation and handling of material and equipment. USN /Naval Computers and Telecommunications Station -Dededo, Guam 1999-2001 Telecommunications Specialist • Worked as a Remote Communications Watch stander/Supervisor. Provided communications connectivity for various land and sea commands throughout the Pacific. • Daily duties included establishing, maintaining, coordinating, troubleshooting, and performing re-route procedures on Defense Communications System (DCS) and Navy Tactical Systems (NTS). • Maintained the efficient performance of technical and analytical functions related to equipment and operations, including watch-to-watch integrity of administrative, operational, and cryptographic publications and materials. • Supervised technicians in all facets of naval electronic communications and technical assistance. Defense Communications Systems/Quality Control Operator.
- 9. • Maintained, trouble-shot over 3,000 defense Communications Systems, Hawaii Information Transfer System, and IDNX-90 trunks and circuits. • Acted as CMS Custodian-Alternate for the proper distribution, destruction, documentation and handling of material and equipment. USN /NCTAMS PAC -Wahiawa, HI 1996-1998 Information Systems Technician 2nd Class Database Operator/Supervisor for NAVCSRF • Processed communication comm-shift messages for ships afloat and in the Pacific area. • Provided (OTC) Over the Counter Routes for ships coming ashore. • Provided the fleet with the NAVCSRF update message every new day ZULU TIME. • Acted as CMS Custodian-Alternate for the proper distribution, destruction, documentation and handling of material and equipment. • Worked with the AUTODIN (Automatic Digital Network) when processing message traffic. USN /AFWTF - Ceiba, PR 1992-1995 Information Systems Technician 3rd Class • Transmitted, received and processed all forms of Telecommunications through various transmission media. • Operated, monitored and controlled telecommunication transmissions, reception, terminal, and processing equipment. • Received, processed, and corrected selected message traffic via Defense Message System (DMS) • Downloaded all message traffic via SHF GATEGUARD to floppy diskettes. • Distributed message traffic to chain of command via diskette. • Acted as CMS Custodian-Alternate for the proper distribution, destruction, documentation and handling of material and equipment. USN NAVCOMTELSTA - Jacksonville, Florida 1990-1992 ASCOMM (Anti-Submarine Warfare Support Communications) Information Systems Technologist 3rd Class • Platform including Link-11, SOF (Safety of Flight) voice communications. • High Frequency (HF) and Ultra High Frequency (UHF) communications equipment.
- 10. • Coordinated teletype and voice circuits with aircraft and other shore installations. • Operated VP broadcast. Recorded air-to-ground communications. Briefed and debriefed aircrew. • Acted as CMS Custodian-Alternate for the proper distribution, destruction, documentation and handling of material and equipment. USN AR-5 - Vulcan 1986 -1990 Information Systems Technologist • Conducted radio communications using various transmitters and receivers. • Operation of teletypewriter equipment and procedures. Performed message processing, security procedures and operation of specific communications equipment. • Processed message traffic via NAVMAC- V2 system. • Performed traffic clerk, Publications clerk, in-router, and out-router and distribution clerk for all incoming and outgoing message traffic. • Acted as CMS Custodian-Alternate for the proper distribution, destruction, documentation and handling of material and equipment. EDUCATION Attends, the University of Phoenix Bachelors program for Information Systems Security (ONLINE). 45 completed credits, 31 received credits assessed and credited and 25 credit hours, Left to graduate as to date. CERTIFICATIONS • PC Services and Support Professional (09/2004) • Navy National Apprenticeship Program Journeyman (04/24/96 license #: 07107) – Department of Labor • Information Technology (91 – 96 ) – Learning Tree International TRAINING • NSA INFOSEC Evaluation Methodology (IEM) (5/2008) • NSA INFOSEC Assessment Methodology (IAM) (5/2008) • Scripting Windows (8/2005) • Windows Server 2003 (11/2005) • AD Troubleshooting (10/2005) • Exchange Server Administration (5/2005) • Windows 2000 Operating System Optimization & Troubleshooting (3/2005) • Windows 2000 Active Directory Planning and Migration (2/2005) • Deploying and Managing a Windows 2000 Environment Hands On (11/2004) • Hands On Widows 2000 (9/2004) • Wireless, Switched, Virtual & Routed Network Troubleshooting (6/2004) • Hands On PC Networking (4/2004) • Hands On PC Configuration and Troubleshooting (3/2004) • Advanced PC Configuration, Troubleshooting, and Data Recovery (3/2004)
- 11. • US Navy, Radioman Advanced “C” School (95) • US Navy, Radioman Apprenticeship School (93) TECHNICAL SKILLS: OPERATING SYSTEM: DOS, UNIX, WINDOWS 98/NT, 2K /XP, 2003,WIN 7, SHAREPOINT DATABASE EXPERIENCE: MS ACCESS LANGUAGES: Java Scripts (school) no practical experience SOFTWARE EXPERIENCE: Microsoft Office (WORD, EXCEL, ACCESS, POWER POINT, PROJECT, MAIL, VISIO), REMEDY, HP Openview. HARDWARE EXPERIENCE: Telecomm equipment: Digital Satellite receivers, Spectrum analyzers, FIREBIRD, Multiplexers, PBXs, Column Boxes, and NAVMACS V2/V5 Encryptors: KG84 (a-c)/KIV7/KG194/TACLANE/STU/STE NETWORK EXPERIENCE: CISCO Routers/Switches/Hubs. Network Media: Familiar with Fiber, Ethernet, CAT-5. Architectures: WAN/LAN. Protocols: TCP/IP, ISDN, Ethernet, Fast Ethernet. IT COMMS EXPERIENCE: Familiar with Ethernet cabling, Fiber Optic cables, terminations and splicing.