1. Monique Renee Moore
3/8/2016
moniquemoore905@gmail.com
www.techsupportbymonique.com
O B J E C T I V E S
Energetic, technical-minded professional seeking a position where a technical
aptitude, and unyielding commitment to work can effectively utilized to contribute
to the successful and profitable operation of the firm.
E D U C A T I O N
Sui tland Sr. Hi gh School
June, 1984
HS Diploma/GED
E X P E R I E N C E
1 2 / 1 5 / 2 0 1 5 – C U R R E N T
Total Network, Inc., LLC
US D epartment of D efense, Offi ce of Economi c
Adjustment
Systems Administrator; Lotus Notes Administrator, Smart Simple
Administrator
Responsible for maintaining the original EADS database, as well as the new
EADS II Smart Simple (MySQL) database. It’s past due for Production
environment due to Developer issues, which we have been tasked to assist in
resolving. EADS is a State and Local government program application, and they
are eligible for OEA grant assistance as they respond to Defense industry actions,
such as base closures or realignments, changes in Defense contracts, or address
land use compatibility with the military. We track the grant submission from
beginning to end and ensure the flow of data is working and accurate. Resolve all
issues related to each function of the process.
2. Monique Renee Moore
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1 2 / 0 1 / 2 0 0 0 – 0 9 / 1 5 / 2 0 1 5
N et Servi ces, LLC – enGeni us C onsul ti ng, M oni que ’s
Techni cal Group, Access System s, Inc.
Subject Matter Specialist, SR. Lotus Notes Administrator
12/01/2000 – 09/15/2015
Led and directed one or more project teams engaged in the design,
implementation and modification of IT projects that span across organizations
within Department of Interior (USGS). Prepared project execution plans and
identified technical and business resources needed for each team. Ensured
projects were on schedule and successfully completed within budget and met
technical requirements of the assignment. Tried to keep current on advances in
the field of IT. Provides technical and analytical guidance to project teams.
Coordinated and facilitate weekly project reviews and organizational meetings
including agendas, briefings, action items, and minutes; Manage website and
SharePoint content and administration and develop SharePoint tools to improve
integration and communications for complete customer satisfaction. Identify
business process improvements and implement. Provide support for legacy Lotus
Notes archives, application archives and restores of data for legal requirements.
Provide team support for all user mobile devices, Android and IOS. Registration,
installation, configuration and troubleshooting of all mobile devices in Maas360
and Google Administration client.
Prior to 2012 - Originally started as Lotus Administrator at the original helpdesk in
Reston. Soon thereafter, was drafted from the helpdesk and relocated to the
offices with Lotus Implementation and Administration group. My main
responsibilities were support of 13,000 users and LLMAs (Local Lotus Mail
Admins) with ALL user problems/issues. During that time all users and LLMAs had
a direct line of contact to me for support. Again, at that time and still, I was the
only User Support staff with full Admin rights to troubleshoot and resolve issues
without having to involve the government Admin team. I was then responsible for
resolving what is now considered Tier 1, 2 and 3 level issues with mail files, mail
servers, Lotus Sametime servers and user Sametime issues, Quickplace servers
and users Quickplace issues, Blackberry server problems, and all Blackerry user
issues, including new activations. I created new databases, made replicas,
processed user registration issues/changes, created/resolved connection issues,
Resource Reservations issues, setting up replication and resolving replication
issues, setting up archiving and scheduled local archiving, resolved agent and
rules problems, and supported mobile users with iNotes, webmail, POP, IMAP. I
was responsible for monitoring servers daily and managing the higher level Lotus
support queue with one other Jr. staff member. At the time we used Arkeia and
Ultrabac to run mail backups and restores. I was soon trained in that area to back-
up a government staff member when they were away from the office.
MANY MORE POSITIONS I CAN SHARE WITH YOU, PRIOR TO 16 YEARS.
3. Monique Renee Moore
Page 3
Though the service levels are now more structurally tiered and we now have
another contracting team, responsible for the Lotus Server support, they do not
typically handle user support. Therefore, I’m STILL responsible for resolving all of
the above mentioned issues when escalated to me, and having full access, if
there is a user issue escalated to me that needs server involvement, I do not need
to involve the other team at all. As Tier 3 Sr. Lotus Support, I still work on
resolving user server and client issues, but at a new level. Tickets are escalated
to me from the Service Desk Tier 1, Tier 2 or from one of the other 2 Sr. Lotus
Team members that do not have full access. This support can include, but it
definitely not limited to troubleshooting mail routing, file corruption at client and
server level, mail quota and archiving problems, Managing ACLs, and other daily
administration and security functions. Still manually completing some software
upgrades and patches. We now also have many new items to support including,
but not limited to, Cell Phones, iPads, ePads, and any other devices that can be
setup for POP and IMAP, etc. This has presented an increase of issues that have
to be documented and tested, etc. Achieves operational objectives by contributing
information and recommendations to strategic plans and reviews; preparing and
completing action plans; implementing production, productivity, quality, and
customer-service standards; resolving problems; completing audits; identifying
trends; determining system improvements; implementing change.
August 2005 – Present Systems Administrator, IBM Corporation
(Federal Aviation Administration) (Weekends)
Performed weekly maintenance on the Lotus Mail Servers in all regions. Perform
periodic maintenance on LAN servers in all regions. Established and maintained
network user accounts, proactively supported and maintained Microsoft 2000
server systems, Operating System and Domains in remote and local offices.
Verify and/or setup Windows 2000/2003 backup jobs and Windows 2000/2003
scheduled tasks. Provided support to users with access issues during off hours.
Update weekly reports with weekend statistics, etc.
April 1997 - October 2000 Lotus Notes Administrator & Developer,
SIGNAL Corporation
Administrator
I was responsible for system administration. Provided Lotus Notes and CC:Mail
Administrative support for corporation of approximately 1200 employees. Install,
configure and deploy or upgrade Notes servers as needed. Installed CC:mail MTA
and a redundant SMTP MTA server. Register, change and move user’s accounts
using the automated administration process. Manage, administrate and edit
people, groups and servers in the Public Address Book. Setup and manage
replication and mail processing/routing in our Notes Network. Troubleshoot all
problems that arise with mail routing and replication errors. Ensure server and
database security via ACL’s, Deny Access Group and limiting access in server
documents. Monitor server processes throughout the day. Instruct users on client
software installation, setup and configuration, and document processes.
Locally and remotely managed CC:Mail post offices. Successfully migrated our
CC:Mail users into our Notes environment.
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Developed several databases at the request of, and to the specification of several
VP’s and site managers.
Working with an outside vendor to incorporate Notes training software into our
environment. Installed software, configure, and maintain software to our specific
requirements.
Interface with developers on design and implementation of new databases for
both our internal and external customers. Am lead on various projects with
developers and administrators.
Reviewed hardware and software for Y2K compliance. I performed various other
tasks and responsibilities.
Developer
I was responsible for developing various applications for the Bureau of the
Census. Most recently developed a Configuration Change Control database and
implemented workflow process using a 3rd party package Percussion Powerflow.
I was responsible for meeting to gather client requirements, recommending
designs and standards and implementing these requirements. Regularly met
with clients to review stages of design. I am a member of a technical working
group for the IT division, where we discuss, evaluate and implement design
applications.
April 1996-July 1997 Network Technician, SMS Data Products
Group, Inc.
I was under contract to the Department of Navy at the Pentagon to provide
technical support. I assisted in the developing, configuring and maintaining
Classified Master Domain enterprise for DON staff. I managed 23 Windows NT
3.51 servers that included upgrading programs/applications, maintaining back-up
schedule and insuring server integrity with minimal downtime. Troubleshoot
networking and connectivity problems, assist in replacement of hardware when
necessary, and maintain virus-checking schedule. Create and delete user
accounts, create login scripts, maintain security, load applications and create
printer queues on the network.
Maintained 15 local and remote CC:Mail post offices and performed on and off-
hour maintenance including directory synchronization, users creation and deletion,
ensuring the integrity of remote dial-in, creation of post offices and troubleshooting
user problems related to installation, setup and configuration. Establish and
perform training in CC:Mail and Organizer for both users and staff members.
Monitor CC:Mail and SMTP routers to ensure mail is passing to all post offices
and troubleshoot when issues arise. Trace bounced mail, check validity of
addresses and monitor classified mail transfers for ‘dirty words’ as a security
measure.
We provided technical support to upwards of 5000 users running WFW 3.11,
5. Monique Renee Moore
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Windows95 or Windows NT Workstation, both locally and remotely. We resolved
operating systems problems, application errors and connectivity problems.
I provided group training to users in Windows95, Microsoft Exchange, Internet
Explorer and MSOffice applications. I also prepared training manuals for most of
the above mentioned training. I also prepared and updated documentation for
the installation and configuration of laptops for several Admirals of the Navy.
Provided one-on-one training to the Admirals or their staff when requested.
EDUCATION/TRAINING
1997 IKON Solutions, Lotus Notes Administration I & II
1998 IKON Solutions, Lotus Notes Application Development I
2004 Exchange Server 2003
2005 Unix Administration
2005 Exchange Troubleshooting 2003
2006 SQL Server Administration
CERTIFICATES
1999 Certified Lotus Specialist, R4
2003 Certified Lotus Specialist, R5
S K I L L S
*ITIL Certified
*Lotus Notes Administration – 21 years
*Lotus Notes Development – 4 years
*Linux/Unix – 3 years
*MySQL – 1 year
*MS Exchange up to 2012 – 14 years
*Windows 10,Windows 8,Windows 7, Windows Vista,Windows XP,
Windows NT/2000 Administration – 15 years
*Sametime Administration – 11 years
*Blackberry Administration for Blackberry Enterprise Servers – 8 years
*Quickplace/QuickR Administration - 8 years
*Assisted with backing up mail atReston USGS location until Commvaultinstalled in
2010
*MS Office Applications (training and troubleshooting)
*Basic Unix Operating System *Hardware/software troubleshooting skills
*Familiar with Lotus Notes from R3-R8
*Excellent TRAINER in ALL areas of the Lotus Notes,as well as Blackberry,
Sametime,iNotes,Registration,QuickR,MS office products,Maas360 and more;
Created many training documents for our internal Lotus Conferences over several
years; trained the Review Board teams on various aspects ofLotus Notes upon
request;Create procedure documents for processes thatare implemented or
changed by the GovernmentTeam.
