JAMES WALLACE III

7402 Lesada Dr. #1a Baltimore, MD 21244

443-744-6322 wisdom500@gmail.com

SYSTEM ADMIN / NETWORK

Highly motivated, meticulous professional with over 20 years of proven experience effectively managing
people, time and resources. Strong verbal, listening and written skills; am comfortable
interacting with all levels of the organization and public. Solution-oriented and customer
service driven team player with exceptional computer and technical skills. In-depth subject research and
collaboration with coworkers ensuring quality course content. Successful record of accomplishment
developing and re-writing operating procedures while conducting performance tuning/enhancement.
Strong analytical and problem solving skills with adaptability to changes. Superb one on one-
development skills. Ability to network and interact, as well as support effective partnerships with key
groups and individuals. Areas of expertise include:
Technical Support/Help Desk Training/Development Office Administration
Leadership/Mentoring Problem Solving/Resolution Department Liaison
Oral/Written Communication Call Center Customer Service Department Reports

EMPLOYMENT HISTORY

Social Security Administration Woodlawn, MD (Contractor)

Homeland Security Presidential Directive 12 Analyst (HSPD12)
Mindbank Consulting Group, LLC Jul 2016 Present

Currently serving as a level 3 technical analyst of The Deputy Commissioner for Systems (DCS).
An employee with elevated global rights, privileges, and access, responsible for administrative
duties, in addition to installing and troubleshooting HSPD-12 hardware and software for over
100,000 contractors, SSA and DDS employees nationwide and overseas.
Served as a Global Systems administrator to verify and secure SSA employee enterprise password
protected accounts.
Responsible for ensuring accessibility and preventing unauthorized access to systems and networks
with HSPD-12 badges and or temporary credentials.
Cross-trained as an ESSO (Enterprise Single Sign On) analyst.
In charge of credentialing, remote canceling and requesting new credentials for SSA employees.
Assisted customers with first time use of two factor authentication single sign on ESSO (Enterprise
Single Sign-On) insuring Security awareness and protecting system access.
Assisted customers with McAfee Drive encryption software logins with or without HSPD-12 badges
and workstation recovery.
Remote setup, installation and testing of drivers for HSPD-12 workstation hardware, e.g., cameras,
card readers, fingerprint and flatbed scanners.
Provided Remote assistance using SMS (System Center Configuration Manager remote control) for
supported agency software such as EPECS (Electronic Personal Enrollment Credential System) and
CMS (Card management System).
Maintained policies in accordance with PII standards for contractors and government employees.
Working knowledge of the Federal Information Processing Standards (FIPS).
In-depth knowledge of the personal identification verification (PIV) credentialing systems.
Familiar with the suitability and the National Agency Check with Inquiries (NACI) processes.
Guided users through Sponsoring and Issuing process for HSPD12 Credentials.
Updated and maintained applicants site locations.
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Helped users with accessing and setting up VPN networks & remote assists.
Troubleshooting HSPD-12 credential and Windows login/group policy issues.
Working the Card Management System (CMS) to resolve login/identity situations.
Assisted with password resets within the Card Management System
Acting contract manager and determination officer for end users.
Managed Incidents & interactions using the CAPRS ticketing system.
Password reset of users within multiple Active Directory domains nationwide.
Trained DDS site users and management teams for applications usage.
Remote cancelled and reissued new HSPD12 Credentials due to lost, stolen or damaged badges.
Tracked the batch creation and shipping status of user PIV credentials.
Handled terminating of employees and contractors alike with the enrollment system.

Social Security Administration Woodlawn, MD (Contractor)

LAN Support / Admin Team
Akimeka Jan 2015 Jul 2016

Supporting Deputy Commissioner of Operations

LAN,VPN and Server Support
MacAfee Encryption
Checkpoint Encryption
Symantec DLO desktop agent
Colligo Software Configuration
Active Directory Administration
Microsoft Outlook Management
Excessing equipment using Sunflower
Server maintenance and upgrades
Executive LAN support after hours
SharePoint Administration 2013,2010
VMware installation and configuration
Laptop Encryption and Telework Support
Microsoft Exchange Server 2012
MS Lync Server & MS Communicator
2007
Network printers installation and
configuration
Microsoft Exchange Management
2013,2010.2007
Imaged, installed and deployed 400+ SDS
upgrades.
New user accounts setup, configuration and
administration
Programming, configuring and assigning
new Blackberries for users
Creating new Mailboxes and Distribution
lists for various components
Work closely with DCSI team on " KWIA
" Knowledge Worker Internet Access
Project

Social Security Administration Woodlawn, MD (Contractor)

Alternate Team Leader Priority Mailroom Sep 2011 - Jan 2015
Bankers Business Management Services Inc.

Sort mail for the Commissioner, Deputy Commissioners and Associate Commissioners and other
designated components and executives separately for delivery.
Maintain a written record of incoming and outgoing urgent, priority, and special
Baltimore/Washington, D.C. shuttle mail in a logbook.
Obtain signatures from the addressees or their designated representative(s) when delivering
"urgent", "priority", or special Baltimore/Washington, D.C. Shuttle mail.
Provide special messenger mail delivery runs as required.
Date stamp all incoming interoffice and USPS mail.
Collect mail at designated mail stops within the main complex and all outlying buildings
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Perform daily user maintenance on all mail center equipment as required.

Process mail addressed to the Office of Public Inquiries (OPI) and Freedom of Information Act
mail in accordance with the Office of Public Inquiries Mail Processing Procedures.
Forwarded mail that contained negotiable instruments, e.g., checks, cash, money orders, etc., to
the MEU (Mail Examining Unit) within two work hours upon receipt.
Process outgoing overnight FedEx/UPS mail by utilizing the internet based system, in accordance
with FedEx requirements. Provide tracking and delivery verification when requested.
Provide USPS and commercial carrier service mailing supplies to SSA personnel at the Customer
Service Desk upon request.
Respond to inquiries regarding mail procedures via phone or at the Customer Service Desk.

Supervisor Customer Service/Technical Support Jul 2007 - Oct 2010

Global Payments

Responded to over 100 inbound merchant troubleshooting calls per day.

Assist with installation, training and re-programming of various types of credit card terminals.
Build new files with updated applications, downloads and configuration.
Troubleshoot, diagnose and resolve hardware or software issues.
Windows Operation systems and software configuration.
Logged and documented merchant calls on appropriate systems.
Used internal systems to review and interpret merchant data.
Configuring, and troubleshooting desktop management tools.
Provide excellent customer service while maintaining proper telephone etiquette.
Comply with all policies and procedures given by the Technical/Customer Support Department.
Managed 20-60 reps in a call center environment.
Coordinated merchandise returns.
Submitted documentation to Visa / MasterCard on behalf of merchants.
Scrutinized billing and assisted with credits to merchant accounts as needed.

EDUCATION & PROFESSIONAL DEVELOPMENT

Baltimore County Community College Catonsville Catonsville, MD
CompTIA A+, NET+, SEC+, CCNA, CEH Certifications in process

University of Maryland University College Largo, MD

Network Security / Cyber Security no degree

U.S. ARMY Ordnance Missile & Munitions Center & School Redstone Arsenal, AL
Ammunition Specialist / Graduate, 1987
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PROFESSIONAL CLEARANCES
PUBLIC TRUST SECURITY CLEARANCE ACTIVE