updated resume

1. Daniel W. Nicol
485 Harbor Side St., Woodbridge, VA 22191
540-207-4117; Danielwn88@gmail.com
Professional Summary:
• Active PublictrustClearance
• Possessten(10) yearsof customerservice experience includingfive (5) yearsof Tier1
experience supportingapproximately400,000 clientsandendusers.
• ExperiencedSystemsTechnicianandSoftware/Hardware SupportSpecialistwiththe proven
abilitytocreate and deliversolutionsthatmeetprojectobjectivestiedtobusinessand
technologyperformance.
• Operate comfortablyinawide range of platformsandenvironments.
• Proactive inidentifyingandresolvingcritical systems/networkissuesforthe end customer.
Effective communicatorandteamplayerwhoachievesgoals.
Education:
ECPI University ManassasVA
Associate of Science,A.S. In ComputerInformation Sciences 2015
Concentration:NetworkSecurity,Minor:HomelandSecurityandCyberPreparedness
TechnologySummary:
SOFTWARE:
• Remote Desktoptools,SystemcenterConfigurationManager(SCCM),TeamViewer
• SCSMTicketingSystem(SystemCenterService Manager),ESIticketingsystem,RemedyTicketing
System
• MainframesTerminals
• AO Portals
• HighAssurance gateway(HAG)
• MicrosoftWindowsXP,Vista,7,8 and 8.1, 10
• MicrosoftSmall BusinessServer2003/2008/2011 andMicrosoft WindowsServer
2003/2008/2010/2012
• MicrosoftExchange 2003/2007/2010
• PBXsoftware
• Active DirectoryandDRA
• MicrosoftOffice Suites2003/2007/2010/2013 and office 365
• SharePoint
• IBackup
• Variousenterprise-level anti-virussoftware
• VPN,RDP,Remote WebWorkplace andMobilityClient
• TCP/IP,DHCP,DNS
• Varioussoftware programsandVariousPOSsoftware systemssuchasQuickBooks,Quicken
• Virtual machine,Parallels,Virtual box

2. HARDWARE:
• WindowsDesktopPCs,Laptopsandmonitors
• Motherboards,videocards,processors,Disksdrives,memory,IDE/SATA harddrives
• Modems,firewalls,routers,switches,PBX
• Storage AreaNetwork(SAN) andNetworkAttachedStorage (NAS)
• Tape/USBbackup drives
• Scanners,copiers,printersforvariousvendorssuchasKonica,Xerox,HPand Dell.
• Cablingservercabinets,runningCat5(e) cable,mountingwall plates,cappingcables,punching
downkeystonesandpatchpanels.
• Android/Apple/Blackberryphones,tabletsandIPads.
• Jive VOIPphone systems
PROFESSIONAL EXPERIENCE
Departmentof HomelandSecurity Herndon,VA Oct 2015 to Present
Customs& BorderPatrol
SystemsIntegration,Inc.(SII)
TechnologySystemsAnalysts (JAAC)
• PositionrequiresaSecurityClearance
• (SII) Tier1 and 2 supportforDepartmentof HomelandSecurity(DHS),CustomsandBorder
Protection(CBP),Departmentof Defense (DoD) contractswithover300k clients
• Use Active Directorytocreate users,resetpasswordsandlock/unlockusers(-M) (-D) Accounts
• Documentincidentsandchanges,create mastertickets,enterdataintothe Remedytracking
system,troubleshootdesktopapplicationsandhardware
• Delegate staff dutiesandresponsibilities
• Manages the JointActivitiesAccountabilityCenter(JAAC) andthe JAACScheduling
• Manages the templatesdatabase bycreatingnew templatesandmodifyingthe current
templates
• Monitorsweeklycallsandreportsforqualityassurances
• AssistedintrainingJAACtechniciansandregulartechnicians
• Supportlarge amountof userswithtechnologyissuesthroughphone,email,remotedesktop
• Work withnumeroussystemsthatare useddailybyendusers
• Use Mainframesterminalslike TPX/TECSwith25FunctionalityApplications,PICSwith17
FunctionalityApplications,ATSwith6FunctionalityApplications,ADwith11 Functionality
Applications,Xceedium,ACETrade,CBP,PGA users.
• Outlook2013 troubleshooting,GMBcreations,andchange's
• SupportingBlackberrydevices,GoodServiceSmartdevicesandapps,otherMobile Device
support
• VOIPtelephone Systems
• ENTS TSD User ProvisioningsupportwithuserwithVPN Access(RSA,Anyconnect,Mobikey)
• ExemptworkstationswithPIV cardaccess
• AssistEnterprise ManagementOperationCenter(EMOC) withImpactsof Outage toengage ina
resolution usingHighAssurance Gateway(HAG) tools.
• Works alongside Governmentstaff onspecial projects

3. • KnowledgeandFamiliarwithFederal securitystandardsandrequirementsincludingFISMA,
NIST-SP800-37 RiskManagementFramework
• Brief NOC,TOC,SOC,and Duty Officers(DO) withGlobal NetworkConnectivityOutages,
TelecommunicationandSecurityMiscellaneousissues
• Under directNOCSupervisoryIimplementstorage databasesbaseduponclientneedssuchas:
Site codes,NetworkProviders,RouterNames,Switches, andaccesskeyinformationaboutthe
sites.
• Under directNOCSupervisoryi wastrainedhow tocommunicate withaNetworkRouterand
Switchto determineif the hostisonline ornot.
• Under directNOCSupervisoryi wastrainedhow toimplementcommandstoconfigure and
showrunning-configondevices.Example:Show Interfaces(shInt),Enable (en),Configt,Int
fa0/0 or intga0/0, IP add followedwiththe IPaddressthenthe subnet,wrmem.
ElectronicSystems(ESI) McLean, VA May 2015 to Oct 2015
Service Desk Technician& FieldTech(FTO)
• Tier1 supportwithsupportingover45,000 clients
• Accuratelyandthoroughlydocumentall incidentsintothe incidenttrackingsystem, determine
prioritybasedonprobleminformation,documentedguidelinesandsoundjudgment
• Hands on,professionalworkingknowledgeof all typesof printers,includingtroubleshooting,
diagnosingandrepairingprinters
• Consistentlymeettechnicianmetricssuchasresponse time,callsperday,partscost
• Maintaincustomersatisfactionthroughtroubleshootingandresolvingtechnical issues,
imaging/refreshandprovidingtelephone/remotesupportwithover100 callsa day
Digicon Prince WilliamCounty(PWC),VA May 2015 to July2015
Service Desk Technician
• Tier1 supportfor (PWC) police departments,fire departments,andsocial services
• Documentincidentsandchanges,enterdataintothe trackingsystem, troubleshootdesktop
applicationsandhardware
• Basic software troubleshooting
• Imaging/Refreshduties
• Providedtelephone/remote supportwithover100 callsa day
• Use Active Directorytocreate users,resetpasswordsandlock/unlockusers
National ProtectiveServices/EMSolutionsInc.Arlington,VA April 2013 to November2014
FacilitySecurity Officer(FSO)
• Protectedconfidentialdocumentsandfiles
• Tier1 technical supportserviceswithover1,000 endusers
• Front desksupport/badge creationtakingonover80 requesta day
• Allowaccesstosite/areaswithpropercredentialsandbadges
• Denyelectronicsdevicesthathave the abilitytorecordorstorage data in secure areas
• Screeningswithhand-heldmetal detectortothoroughlyscanindividuals
• Brief personnel onsecurityannetworkissues,policychanges,maintaindailylogsandreports
• Maintainsaccountabilityof specializedequipmentanddevices
• Observesandreportsunusual activities
• Conductsinteriorandexteriorsecuritycheckswhilemonitoringstaff

4. OldDominionSecurity Fredericksburg,VA July2009 to April 2013
Site Supervisor,Security Officer
• Front deskexperience inthe emergencydepartmentof MaryWashingtonHospital in
Fredericksburg,VA
• Accessdatabase containingconfidential patientfiles
• Brief personnel of securityissues,andpolicychanges
• Maintainaccountabilityof specializedequipmentanddevices
• Coordinate withhospitalstaff,medical examinerandfuneral directorsof deceasedpatient’s
remainsandpossessions
• Secure remainsrequiringpendinginvestigationsforpossible criminal activity.
• Inspectremainsandinventorypersonal belongings
• Conductinteriorandexteriorsecuritycheckswhilemonitoringstaff
• Coordinate withLife Evacforinboundtraumas,secure Heliospadandescortcritical patients