Tracy Wilkinson

Network Operations Center Manager/Senior Systems Engineer at Dell Federal Goverment Services

Location
Washington D.C. Metro Area
Industry
Computer Networking

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Tracy Wilkinson's Overview

Current
  • Network Operations Center Manager/Senior Systems Engineer at Dell Federal Goverment Services
  • Network Operations Center Manager / Sr. Systems Engineer at Dell Systems Federal Government
Past
  • Sr. Technical Specialist at L-3 Communications
  • Systems Analyst Engineer at L-3 Communications at Nuclear Regulatory Commision
  • Systems Analyst at Comptronics, Inc
  • Systems Engineer at Comtech, LLC
  • Systems Analyst at Comtech, LLC. / GSA
  • System Engineer at GSA / Comtech
  • Foreign Operations Manager/Senior Technical Lead at Comptronics Inc
  • Operations Manager/Senior Technical Lead at Comtech, LLC
  • V.P. of Operations at Comptronics Inc.
  • Systems Analyst at Comtech LLC.
  • Systems Analyst at Comtech, LLC
  • Corporate trainer at Stream International
  • Customer Support Representative / Technical Trainer at Stream International / Selectron Corp
  • Customer Support Representative / Technical Trainer at Stream International / Selectron Corp
Connections

297 connections

Websites

Tracy Wilkinson's Summary

Extensive travel to local and distant locations to train technical support groups in the United States and Canada;
Provided desktop clients with Lotus Notes support.

Solution-oriented, technically sophisticated Systems Analyst/Engineer with extensive hands-on experience in Windows and Linux based systems/network management with installation, maintenance, administration, security, troubleshooting, training and technical support. Posse's in-depth knowledge of system/network technologies, architectures and platforms, with the ability to apply them to the strategic benefit of the organization. Proven ability to successfully streamline, optimize, and maintain system/network functionality performance, and recoverability in mission-critical environments. Proficient at designing and administering enterprise-wide system/network solutions that substantially improve operational stability and enhance performance and end user satisfaction. I am well travelled and have no problems with international assignments both long and short.
System/Network Administration & Engineering / Project Management / Team Leadership
Technical Support / Problem Resolution / System Strategy & Implementation

Specialties

active directory, adobe, cisco, citrix, computer hardware, customer service, dhcp, disaster recovery planning, hp openview, imaging, lan, linux, lotus notes, mark, mcafee, microsoft access, microsoft exchange, microsoft exchange server, microsoft mail, microsoft office, microsoft windows 2000-2008, networking, operating systems, process engineering, project development, red hat linux, routers, scanners, servers, technical support, troubleshooting, vpn, wan,

Tracy Wilkinson's Experience

Network Operations Center Manager/Senior Systems Engineer

Dell Federal Goverment Services

Public Company; 10,001+ employees; DELL; Information Technology and Services industry

December 2011Present (2 years 10 months)

Network Operations Center Manager / Sr. Systems Engineer

Dell Systems Federal Government

Public Company; 10,001+ employees; DELL; Information Technology and Services industry

December 2011Present (2 years 10 months)

Report to the Senior Project Operations management on operational status and project progress.
Oversees day-to-day operations of the agencies Network Operations Center, and is responsible for Incident Management policy, processes and procedures.
Oversees a full team of 23 FTE's running a 24x7x365 operation.
Primary objective of the team is to monitor the health and performance of the agencies production network environments, detect service impacting events as soon as possible, document, correlate (triage), escalate and track open incidents and restore service back to normal operating conditions as soon as possible with the least possible impact to the agencies mission and customers.
Provide leadership, technical expertise and management to support our clients mission in
windows and Cisco infrastructure environments.
Direct the support and maintenance of all mission critical systems.
Responsible for creating operational procedures and troubleshooting guides for NOC operations staff.
Responsible for coordinating new product training for NOC personnel.
Developed “onboarding” training schedule for new employees in an effort to expedite new employee’s familiarity with infrastructure systems.
Provide 24x7 escalation support.
Provide consistent and direct line of contact for all agency offices.
Experience of working to strict SLA/SLR requirements.
Direct COOP readiness testing.

Sr. Technical Specialist

L-3 Communications

Public Company; 10,001+ employees; LLL; Defense & Space industry

April 2008December 2011 (3 years 9 months)

Provide server support for the internal Systems Operations as well as project development and implementation.
Maintain Windows Exchange e-mail, Citrix RAS infrastructure, Avatier Password Manager, Active Directory
Planned and executed an upgrade to the agency’s Citrix farm. This increased there operational capacity as well as added functionality and profile management for users. Satisfaction from the user base went up dramatically and made working from home easier for certain employee.
Implemented Microsoft System Center Operations Manager 2007. This increased our visibility into systems that we did not have before and helped identify problems we did not know existed before.
Responsible for creating operational procedures and troubleshooting guides for NOC operations staff. This drove our time to resolution down and made the consistency of information given to the customer uniform.
Responsible for new product training for NOC personnel on several assigned projects so engineers could be more effective solving any issue that may arise as well as increase ability to operate the system.
Coordinate with LAN/WAN and RAS teams on many projects in both the planning and implementation phases in order to maximize problem identification before roll out and identify possible solutions.
Worked to increase our communications between the different tiers of support in order to increase first contact resolution and disseminate troubleshooting solutions quicker to the groups with first contact. This was achieved using joint training sessions peer review by both groups using current problems as templates.
Respond to and troubleshot operational problems and help support local help desk
as tier III support in the Network Operations Center.
Helped implement a proof of concept VMware server farm in our testing facility. This increased the testing facility’s ability to adapt very quickly to project needs and capacity.

Public Company; 10,001+ employees; LLL; Defense & Space industry

March 2008December 2011 (3 years 10 months)

L-3 Communications / NRC:
• Provide server support for the internal Systems Operations and project development and implementation.
• Maintain Windows Exchange e-mail, Citrix RAS infrastructure
• Implement and deploy Citrix Xen Server 5.5
• Deploy and maintain Citrix XenApp 4.5/5.0 enterprise infrastructure
• Maintain systems configurations and regular maintenance
• Responsible for creating operational procedures for NOC operations
• Responsible for new product training for NOC personnel
• Worked with departmental representatives to improve operational processes to achieve a more streamlined operational processes
• Worked with LAN and RAS to improve customer service and improve user experience
• Respond and troubleshoot operational problems and help support local help desk as a tier III support operator in the Network Operations Center.
• I currently design and support portions of the enterprise IT infrastructure. As well as support the organizations internal test facility.
• I also work as operational project manager when needed. I also work to improve change management and support processes.

Systems Analyst

Comptronics, Inc

March 2006May 2008 (2 years 3 months)

Provide server support for the internal Lotus Notes mail network (15,000 users) including support for server hardware software operations;
Maintain Windows e-mail, firewall and Red Hat Linux based spam management servers;
Maintain systems information archiving on a daily and weekly basis for disaster recovery;
Worked with LAN/WANs to improve the overall effectiveness of the technology through changes in topology;
Respond and troubleshoot inter agency communication issues for all levels of management.

Systems Engineer

Comtech, LLC

Privately Held; 51-200 employees; Information Technology and Services industry

2006May 2008 (2 years)

L-3 Communications / NRC; Provide server support for the internal Systems Operations and project development and implementation.
Maintain Windows Exchange e-mail, Citrix RAS infrastructure
Implement Citrix Xen Server 5.5
Deploy and maintain Citrix XenApp 4.5/5.0 enterprise infrastructure
Maintain systems configurations and regular maintenance
Responsible for creating operational procedures for NOC operations
Responsible for new product training for NOC personnel
Worked with departmental representatives to improve operational processes to achieve a more streamlined operational processes
Worked with LAN and RAS to improve customer service and improve user experience
Respond and troubleshoot operational problems and help support local help desk
as a tier III support operator in the Network Operations Center.

Systems Analyst

Comtech, LLC. / GSA

March 2006April 2008 (2 years 2 months)

Planned, coordinated and executed the relocation of our data center in Kansas City, Kansas site to our Fort Worth, Texas site. This moved was done in a 24 hour time frame.
Provide server support for the internal Lotus Notes mail network (15,000 users) including support for server hardware software operations and helped perform system upgrades as required
Implemented and maintained Windows based e-mail filtering and Red Hat Linux based spam management servers. This decreased the amount of unsolicited email (Spam) making it to the users inbox by 87%. The system received 2.2 million emails every month
Maintain systems information archiving on a daily and weekly basis for disaster recovery and to meet GSA data retention policy standards.
Worked with LAN/WAN teams to improve the overall effectiveness of the Spam management technology through changes in topology. This increased our effective filtering for the entire agency.
Respond and troubleshot inter agency communication issues for all levels of management.

System Engineer

GSA / Comtech

Government Agency; 10,001+ employees; Government Administration industry

20062008 (2 years)

Foreign Operations Manager/Senior Technical Lead

Comptronics Inc

May 2004April 2006 (2 years)

Provide technical analysis of company contract needs to ensure a viable solution for the customer with regards to computer hardware/software requirements.
Analyzed and identified RFP requirements for project bids.
Maintain e-mail, firewall and management server systems as well as LAN/WAN systems.
Build servers per client requirements for deployment overseas 10 different countries.
Logistical coordinator with all vendors and warehouses to ensure proper delivery is made for client projects.
Responsible for U.S. Customs clearance of inbound shipments for customer projects.
Maintain vendor relationships to ensure exceptional performance from our channel partners.
Worked with Intel Sat and Hughes on SAT and VSAT terminal deployments. Experienced in the design and deployment of VSAT systems worldwide.
Worked closely with clients such as DOD and USAID as well as branches of the U.S. military.
Ensured proper deployment of customer ordered systems worldwide encompassing initial systems delivery to traveling to the customer sites which included Jordan, Egypt, Lebanon, and El Salvador, when required.
Responsible for the successful completion of roughly 43 projects in the two years I worked with the company.

Operations Manager/Senior Technical Lead

Comtech, LLC

Privately Held; 51-200 employees; Information Technology and Services industry

May 2004March 2006 (1 year 11 months)

Provide technical analysis of company contract needs to ensure a viable solution for the customer with regards to computer hardware/software requirements;
Maintain e-mail, firewall and management server systems;
Build servers per client requirements for deployment overseas 10 different countries;
Logistical coordinator with all vendors and warehouses to ensure proper delivery is made for client projects;
Knowledge and maintenance of LAN/WAN switching and routing systems as well as remote access/VPN systems;
Responsible for U.S. Customs clearance of inbound shipments for customer projects;
Maintain vendor relationships to ensure exceptional performance from our channel partners;
Experienced in the design and deployment of VSAT systems worldwide;
Worked closely with clients such as DOD and USAID as well as branches of the U.S. military;
Ensured proper deployment of customer ordered systems worldwide encompassing initial systems delivery to traveling to the customer sites which; Provide server support for the internal Lotus Notes mail network (17,000 users) including support for server hardware and server software operations;
Constructed hardware solutions to increase the performance of the GSA network;
Built and configured hardware for deployment in regions across the United States;
Maintain e-mail, firewall and spam management servers (Windows /Linux);
Maintain systems information archiving on a daily and weekly basis for disaster recovery;
Worked with LAN/WANs.

V.P. of Operations

Comptronics Inc.

20042006 (2 years)

Systems Analyst

Comtech LLC.

Privately Held; 51-200 employees; Information Technology and Services industry

January 2003June 2005 (2 years 6 months)

Systems Analyst

Comtech, LLC

Privately Held; 51-200 employees; Information Technology and Services industry

May 2002April 2004 (2 years)

Provide server support for the internal Lotus Notes mail network (17,000 users) including support for server hardware and server software operations
Constructed hardware solutions to increase the performance of the GSA network
Built and configured hardware for deployment in regions across the United States
Maintain e-mail, firewall and spam management servers (Windows /Linux)
Maintain systems information archiving on a daily and weekly basis for disaster recovery
Worked with LAN/WANs.

Corporate trainer

Stream International

Privately Held; 10,001+ employees; SGS; Outsourcing/Offshoring industry

20002003 (3 years)

Customer Support Representative / Technical Trainer

Stream International / Selectron Corp

January 2000January 2002 (2 years 1 month)

Provided support for corporate IT Lab, production and training departments;
Corporate End user support for HP and Dell computer systems.
Configured and installed multiple operating systems and other server/desktop and portable computer systems;
Diagnose and solve multiple complex hardware and software problems quickly;
Created and implemented effective training curriculum;

Customer Support Representative / Technical Trainer

Stream International / Selectron Corp

January 2000January 2002 (2 years 1 month)

Provided support for corporate IT Lab, production and training departments
Corporate End user support for HP and Dell computer systems.
Configured and installed multiple operating systems and other server/desktop and portable computer systems
Diagnose and solve multiple complex hardware and software problems quickly
Created and implemented effective training curriculum
Extensive travel to local and distant locations to train technical support groups in the United States and Canada
Provided desktop clients with Lotus Notes support
Traveled extensively and was responsible for training new staff for sites in London, Ontario and Chilliwack, British Columbia Canada


1

Tracy Wilkinson's Skills & Expertise

  1. Active Directory
  2. VPN
  3. Disaster Recovery
  4. Citrix
  5. Servers
  6. PKI
  7. Cisco Technologies
  8. Firewalls
  9. LDAP
  10. VMware
  11. ITIL
  12. VMware Infrastructure
  13. Security
  14. Virtualization
  15. Data Center
  16. Network Security
  17. Operating Systems
  18. Troubleshooting
  19. System Administration
  20. Microsoft Exchange
  21. Routers
  22. Hardware
  23. DHCP
  24. Linux
  25. Technical Support
  26. WAN
  27. Networking
  28. Software Installation
  29. System Deployment
  30. Network Engineering
  31. Enterprise Architecture
  32. Lotus Notes
  33. Computer Security

View All (33) Skills View Fewer Skills

Tracy Wilkinson's Additional Information

Websites:
Interests:

New Innovative Technology, Virtualization Technology, Satellite Communication design and technology, International Travel, Skydiving, Foreign Languages

Groups and Associations:

IEEE Computer Society Member, Langevin Certified Instructor/Facilitator trained

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