Tanya Venable
Alexandria
Summary
Dynamic System Engineer with extensive experience at ProcureTeq LLC, excelling in IT support and troubleshooting. Proven ability to enhance network performance and resolve complex issues swiftly. Proficient in Active Directory and customer service, ensuring prompt action on work orders and maintaining operational excellence. Active Top Secret Clearance holder.
Overview
8
8
years of professional experience
Work History
System Engineer I
ProcureTeq LLC
08.2024 - Current
- Administer daily updates to the database tracking tool.
- Collection of operations support weekly action reports.
- Compile database metrics weekly.
- Assign new work orders to operations, support technicians/engineers within one hour of STAC notification (during business hours), personally follow-up on any urgent action.
- Check Solar Winds concerning network and systems status on a recurring basis and take action to address problems or issues.
- Perform Tier I troubleshooting, including server resets (Citrix), big brother admin, SNMPc, pinging servers, user accounts, TAVEE reports, etc.
- Under direction of the lead network engineer, provide statistical reporting data on post communications links as required.
- Maintain a log and track metrics on network outages.
- Cisco and Nortel configuration, initialization, and preparation of these devices for shipment post.
- Post database updates.
- Maintain up-to-date IP list on NAS with shortcut to desktop of each terminal.
- Daily management of the NOC, act for any technical faults or issues, maintain cleanliness, organization (documentation), operation and monitor the logbook.
- Ensure all work orders are acted on promptly, effectively and closed out promptly.
- Under direction from the system administrator, image and configure workstations.
- Maintain the operations support duty roster.
System Engineer I
Business Integra
09.2022 - 08.2024
- Receives telephone calls from user's reporting problems with hardware or software, escalate as needed.
- Collection of SMS operations support weekly action reports.
- Compile database metrics weekly.
- Assign new work orders to operations support technicians / engineers within one hour of STAC notification (during business hours), personal follow-up on any urgent action.
- Perform level 1 troubleshooting, including server resets (Citrix), big brother admin, SNMP, pinging servers, user accounts, TAVERN reports, etc.
- Under the direction of the lead network engineer, provide statistical reporting data on post communications links as required.
- Troubleshoot network connectivity issues, escalate as needed.
- Account creation and password resets in Active Directory.
- Cisco and Nortel configuration, initialization, and preparation of these devices for shipment to post.
- Maintain up to date IP list on NAS with shortcut to desktop of each SMSe terminal (print PDF report from post database).
- Daily management of the SMSe Network Operations Center - act for any technical faults or issues, maintain cleanliness, organization (documentation), operation and monitor the SMSe logbook.
- Ensure all SMSe tickets are acted on promptly, effectively and closed out promptly.
- Under the direction from the system administrator, image and configure SMSe workstations, capable of adding and removing workstations to the domain.
- Performs IT support of break / fix issues to resolve, escalate as needed.
- Duties include but are not limited to: The incumbent is responsible for resolving hardware and software issues from minor software to complex system issues.
- Monitors networked systems for security problems and investigates causes of any suspicious activity identified.
- Knowledge of network file system and USB file transfers to transfer data from internal control system to a thumb drive and then to network file server.
Help Desk Specialist III
Intellect Solutions, LLC
04.2019 - 07.2022
- Handle escalations and follow up to Tier I issues.
- Answer calls, chats, and emails from customers.
- Provide technical support and troubleshooting to network, desktop, and/or systems hardware and software.
- Analyze logs, tracks, and resolve tickets to meet business needs.
- Work with other teams (Systems Administrators, Engineers, Information Security, Networking, and others) to investigate, research, and resolve customer issues.
- Provide timely updates and closure to client requests and issues.
- Use Remedy ticketing system to properly document and respond to incidents, service requests, updates, patches, configuration changes and maintenance for a wide variety of equipment to include printers, workstations, laptops, servers, and network equipment.
- Identify and/or troubleshoot problems and interface with external service providers on a wide range of issues to include networks, Microsoft Exchange, Active Directory, DNS and DHCP.
- Create and manage Microsoft Active Directory objects to include computers, security groups, distribution groups, and users.
- Create Remedy trouble ticket to track and resolve user's computer issues.
- Install software approved by IT leadership.
Help Desk Technician I
Marathon TS
10.2017 - 11.2018
- Daily troubleshooting and response to customer concerns and escalations, creates a ticket and documents issue through full and timely resolution.
- Provides support to users and contacts appropriate internal personnel or external vendors when further expertise is required.
- Notifies IT Analysts and/or IT Management of recurring issues providing suggested process improvements.
- Adheres to standards, policies, and pre-established guidelines to perform the functions of the job.
Education
Associate Arts - Accounting
ECPI University
Virginia Beach, VA05.2005
High School Diploma -
Huguenot High School
Richmond, VA06.1994
Skills
- IT Support & Troubleshooting
- Network support
- Network Administration
- Systems Maintenance & Configuration
- Customer Service
- Microsoft Office Suite
- Telecommunications
- SharePoint
- Remedy Ticketing System
- Service NOW Ticketing System
- OSI model
- Routing
- Switching
- Firewalls
- Troubleshooting (hardware / software issues)
- Exchange Server
- Windows XP
- Windows 7
- Remote Desktop
- Windows 10
- Customer Support
- MacOS
- VPN / VDI
- VM Ware
- SCCM
- Remote Anywhere
- CCURE
- Windows 11
- Office 365
- Active Directory
- Active Top Secret Clearance
- Solar Winds
Military Service
United States, United States Navy, E-6, 02/01/96, 08/01/13
Timeline
System Engineer I
ProcureTeq LLC
08.2024 - Current
System Engineer I
Business Integra
09.2022 - 08.2024
Help Desk Specialist III
Intellect Solutions, LLC
04.2019 - 07.2022
Help Desk Technician I
Marathon TS
10.2017 - 11.2018
Associate Arts - Accounting
ECPI University
High School Diploma -
Huguenot High School
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