Peter Allen has over 12 years of experience in IT operations and systems administration. He is currently an Operations Manager at Booz Allen Hamilton, where he leads incident management and oversees the Exchange Operations Center supporting Healthcare.gov. Previously, he served as a Senior Application Engineer at BG&E and Freddie Mac, providing level 3 support and managing incident response. He has extensive experience administering Windows, UNIX, and Linux servers and applications such as AUTOSYS, Splunk, and Oracle.

1. Peter Allen
1937 Artillery Lane, Odenton MD, 21113
Email: allen_pd88@yahoo.com
Mobile: 410-412-0158
Home: 443-261-7726
Summary:
• Over 8 years of experience in IT Industry, with 8 years of experience as a systems administrator,
and application administration experience. Further 4 years of hands on experience with providing
Operations and Incident Management for enterprise applications.
• Past experience includes using AUTOSYS, and UC4 application on UNIX Server to troubleshoot
batch job failures due to code errors, job scheduling errors. Further UNIX experience includes
configuring Splunk application and creating search indexes for file log monitoring on Windows,
UNIX, and Linux servers.
• Have experience with Windows Server 2008 R2, UNIX Solaris 10 (Sun T-2000, T5220, M-5000
servers) and Linux Red Hat 5/6 servers.
• High level of interpersonal, communication (verbal and written) skills.
EDUCATION
High Point High School Graduate
CERTIFICATIONS & TRAININGS
A+ Course Successfully Completed
Network+ Course Successfully Completed
Candidate of ITIL v3 Foundation and PMP Certifications
Work Experience:
Booz Allen Hamilton – Columbia, MD (Healthcare.gov) October 2014 – Present
Operations Manager/Incident Manager
• Serving as an Operations Manager/Incident Manger for the Exchange Operation Center in
support of the Healthcare.gov project and maintaining operations of the Market Place Systems
during and after Obamacare Open Enrollment 2015 of nearly 11.4 million consumers.
• Leading activities on the project to include: maintaining overall command and control, incident
management, initial triage of events, categorization and prioritization, directing troubleshooting
activities, technical and executive escalations, problem management; supporting change control
with in depth knowledge of the Application Life Cycle (ALM).
• Assume operational authority in the absence of the Project Director and Deputy Project Director.
Submit progress reports to the Project Director and Deputy Project Director.
• Coordinating weekly team meetings, and daily Production Deployment and Configuration Change
meetings.
• Monitoring the Federally Facilitated Exchange (FFE) / Federally-Facilitated Marketplace (FFM) /
Enterprise Identity Management (EIDM) systems / Data Services Hub (DSH) and several other
supporting systems:

2. Peter Allen
1937 Artillery Lane, Odenton MD, 21113
Email: allen_pd88@yahoo.com
Mobile: 410-412-0158
Home: 443-261-7726
• Monitoring computing resources within the Verizon (Terremark) environment;
• Alert system owners, stakeholders and management of production Severity 1 incidents
• Notify internal stakeholders of Severity 1 incidents received from Baltimore Data Center (BDC)
that affect the Marketplace.
• Manage incident identification, notifications, ticket generation, recording, classification, and
investigation of Severity 1 related issues
• Performing advanced troubleshooting, escalation and driving service restoration activities, helping
ensure all duties from a technical and non-technical perspective are completed in a consistent
and timely manner.
• Managing shift schedules and job responsibilities
• Responsible for training staff regarding Incident Management, Change Management, and
Marketplace related processes.
• Managed team projects such as XOC Knowledge Base, Alerts and Automation.
• Authorize restart of Marketplace system processes as needed to help resolve productions
performance issues.
• Help feed and generate reporting (Trend analysis, etc.) by populating key metrics.
• Submit Incident Reports to the Project Director and Deputy Project Director.
• Assist with Change Management, Problem Management, Configuration Management, and
Change Coordination.
Senior Application Engineer/Ops Manager
BG&E April 2013 – October 2014
• Providing L3 Support for a team of 10-12 Engineers, administer Enterprise Application hosted on
24x7 mission critical systems regarding Windows Server 2008 R2, UNIX Solaris 10 (Sun T-5220
M-5000 severs) and Linux Red Hat 5/6 servers with 20,000-25,000 user base.
• Senior Admin for multi-tiered environments such as Development, Test, Stage, Gold, and Prod
• Provide administrator support for HP Deploy Manager, Configuring workflows to merge and stage
application artifacts such as SQL, DB Packages, Java, and COBOL; copybooks and programs
• Coordinator for migrating application code to multi-tiered environments regarding code defects,
code enhancements, and bug defects
• Detailed knowledge of TFS source control for application code and Application Lifecycle
Management
• Incident Manager for downed critical application, providing knowledge of Incident Management
Process such as Identifying Incidents, Logging Incidents, and Categorizing Incidents
• Investigating and prioritizing incidents due to network, application, and database issues

3. Peter Allen
1937 Artillery Lane, Odenton MD, 21113
Email: allen_pd88@yahoo.com
Mobile: 410-412-0158
Home: 443-261-7726
• Troubleshoot, escalate and resolve complex issues while documenting closure of incidents
• Meeting coordinator and SME for gathering proper teams to resolve issues effecting internal and
external customers
• Driving the efficiency and effectiveness of the incident management process
• Review management information, such as KPIs and reports to evaluate the success of Incident
Management process
• Monitoring the effectiveness of incident management and making recommendations for
improvement
• Driving, developing, managing and maintaining the major incident process and associated
procedures
• Ensuring that all IT teams follow the incident management process for every incident
• Working with all tiers of IT Service Desk and other support teams to co-ordinate and facilitate
incident triage and timely resolution of production issues
• Managing and escalate issues according to the proper procedures. .
• Performing proactive monitoring of application logs files to mitigate business down time
• Administer high level support to Oracle CC&B application
• Upgraded CC&B service packs, from SP2 to SP8 which included installing patches, Backing up
and Cloning App Online instances, Apache instances and Batch Servers Thread pool workers
• Monitoring UC4 Batch Processes to make sure jobs are starting and ending as required by
business.
• Trouble shooting and viewing batch sever threadpool worker logs for jobs that are stuck in
pending or may not have been started because of stopped thread pool workers.
• Familiar with batch server Threadpool worker scripts such as startTPW.sh, threadpoolworker.sh,
and killTPW.sh.
• Installing CC&B pre-reqs; Java, Oracle, WebLogic, COBOL.
• Install Siteminder app via Unix and Linux for sing sign-on purposes
• Created bash scripts to monitor core file dumps and online instances
• Created bash script for cron jobs regarding preventive maintenance
• Installing patches for Oracle OJDBC drivers, while also configuring .profiles, and ENVIRON.INI
CLASSPATH to point to the correct location of the driver.
• Install Unix/Linux, Oracle, and SQL database patches and troubleshoot CC&B DB block issues
• Run Select statement regarding database processes and slowness

4. Peter Allen
1937 Artillery Lane, Odenton MD, 21113
Email: allen_pd88@yahoo.com
Mobile: 410-412-0158
Home: 443-261-7726
• Investigating and resolving stuck threads due to application slowness
• Work with DBA to troubleshoot issues related to SQL database errors, and batch job scheduling
• Troubleshooting Web Logic online Instances due to hogging threads and high sockets, 404
errors, and 401 errors
• Administer HP Business Service Management to monitor WebLogic, Online, and Apache
Instances
• Knowledge of WebLogic scripts such as spl.sh, startweblogic.sh, startWLS.sh and monitoring
weblogic logs for errors
• Creating Weblogic user, groups and permissions to give user access to the application
• Deploy or remove servers from Cisco ANM load balancer to troubleshoot issues
• Scanned log files for Java developed applications due to errors and job failures.
• Created Remedy Work Orders to put jobs on ICE due to code changes, or job being rescheduled.
• Performed certification, testing, and implementation for all software patches and upgrades for the
job scheduling environment
Senior Application Engineer/Ops Manager
Freddie Mac November 2012 – April 2013
• Provided L3 Support for a team of 10-12 Engineers, monitoring over 500 Enterprise Application
hosted on 24x7 mission critical systems regarding Windows Server 2008 R2, UNIX Solaris 10
(Sun T-2000 T-5000 severs) and Linux Red Hat 5/6 servers with 6,000-8,000 user base.
• Oversaw Incidents and User Service Requests end to end
• Coordinates activities for High and Critical Level 3 Incidents
• Escalation point for Service Delivery Managers and Service Provider Incident Managers
• Contact Service Delivery Manager to discuss details of the rejected Escalation
• Notify Service Provider Incident Manager of Master ticket
• Monitor service levels of Incident management function
• Discussed prioritization with Service Provider Incident Management
• Validate use of Knowledge Base on Escalations
• Owner of the Incident Management process.
• Assist the queue managers with the correct rerouting of the misrouted ticket
• Participate in incident management meetings Identify process improvements

5. Peter Allen
1937 Artillery Lane, Odenton MD, 21113
Email: allen_pd88@yahoo.com
Mobile: 410-412-0158
Home: 443-261-7726
• Provide incident report to problem management
• Ensure the organization is aware of current incident process and adhere to it
• Scanned log files for Java developed applications due to errors and job failures.
• Provided support, integration, implementation, for AUTOSYS application running automated jobs
and processes.
• Used AUTOSYS application on UNIX Server to troubleshoot job failures due to code errors, job
scheduling errors.
• Created Remedy Work Orders to put jobs on ICE due to code changes, or job being rescheduled.
• Maintaining Remedy incident tickets and service request cases in a timely and efficient manner
• Monitoring applications and automated processes.
• Analyzing, resolve, and co-ordinate technical problems for all issues/incidents.
• Managing and escalate issues according to the proper procedures.
• Composed clear documentation and reports, assess Operational impacts, provide estimates,
ensure operational acceptance, develop and improve support processes and solutions and be
involved in projects to supply applications with solutions to their issues.
• Resolved and documented resolutions for incident tickets.
• Responded to automated alerts.
Senior Application Engineer/Ops Manager (Project Leader)
NAACP March 2012 – November 2012
• Provided support and administration, monitoring for over 500 Enterprise Application hosted on
24x7 mission critical systems regarding Windows Server 2008 R2, UNIX Solaris and Linux Red
Hat servers with 1,700 user base.
• Created, edited and deleted user accounts
• Established file permissions for users and groups (644, rw-r--r--.
• Managed files and directories.
• Transferred files from one server to another (FTP/SFTP/SCP).
• Logged into a server from another server using SSH protocol.
• Performed proactive monitoring of servers using network tools such as nslookup, netstat, ifconfig.
• Scanned log files for Java developed applications due to errors and job failures.
• Researched and implemented server-based antivirus solution and audit of user/group policy for
office and security using AVG (Security Software), and GFI LanGard 2011(Audit Software).

6. Peter Allen
1937 Artillery Lane, Odenton MD, 21113
Email: allen_pd88@yahoo.com
Mobile: 410-412-0158
Home: 443-261-7726
• Installed and test software and application to company’s standards
• Excellent troubleshooting skills in complex software and hardware problems
Senior Application Administrator/Incident Manager
Fannie Mae December 2011 – March 2012
• Provided L2 Support for a team of 7-10 Engineers, supported 24x7 mission critical systems
regarding Windows Sever 20008 R2, UNIX Solaris and Linux Red Hat Servers with 6,000-8,000
user base.
• Created, edited and deleted user accounts
• Established file permissions for users and groups (644, rw-r--r--.
• Managed files and directories.
• Transferred files from one server to another (FTP/SFTP/SCP).
• Logged into a server from another server using SSH protocol.
• Performed proactive monitoring of servers using network tools such as nslookup, netstat, ifconfig.
• Scanned log files for Java developed applications due to errors and job failures.
• Provided L2 support, integration, implementation, for AUTOSYS application running automated
jobs and processes.
• Configuring Splunk application and creating search indexes for file log monitoring on Windows,
UNIX, and Linux servers.
• Scanned log files for Java developed applications due to errors and job failures
• Used AUTOSYS commands to troubleshoot job failures due to code errors, job scheduling errors.
• Created Remedy Work Orders to put jobs on ICE due to code changes, or job being rescheduled.
• Performed technical troubleshooting, changes, and daily tasks for Enterprise Applications and
Systems. Remedy Administrator for Remedy Action Request System 7.1, establishing user roles,
permissions and group memberships, as well as reviewing and creating Knowledge Base
Articles.
• Developed and maintain the documents, library, and procedural documents of the system.
Unix/Linux Senior Application Administrator
Library of Congress & Department of Commerce June 2010 – December 2011
• Provided support and administration, monitoring for over 100 Enterprise Application hosted on
24x7 mission critical systems regarding Windows Server 2008 R2, UNIX Solaris and Linux Red
Hat servers with 1,500-2,000 user base.

7. Peter Allen
1937 Artillery Lane, Odenton MD, 21113
Email: allen_pd88@yahoo.com
Mobile: 410-412-0158
Home: 443-261-7726
• Created, edited and deleted user accounts
• Established file permissions for users and groups (644, rw-r--r--.
• Managed files and directories.
• Transferred files from one server to another (FTP/SFTP/SCP).
• Logged into a server from another server using SSH protocol.
• Performed proactive monitoring of servers using network tools such as nslookup, netstat, ifconfig.
• Acrobat Reader, Dreamweaver, ISIS, SAS, Enterprise Guide, Proxy Pro Host, Remote
Assistance, Remote Desktop, Lotus Notes, and Microsoft office 2010.
• Provided workstation migration services using USMT; utilize ITA imaging (Microsoft) and software
library to deploy systems.
• Demonstrated strong attention to detail and excellent oral and written communication across the
team as well as with clients.
Systems Administrator/Application Support
Marathon Staffing August 2008 – June 2010
• Serviced and Supported 900 Windows 7 users and over 80 applications in a 24x7 Data Center
Environment
• Averaged 95 - 120 tickets monthly, with 90% of them resolved and the other 10% either no action
required or escalated.
• Served as an additional user support specialist and led the group through strategic meetings.
• Providing necessary technical support relating to various applications, system-level software,
compilers, and other general computing applications.
• Administered user’s in Active Directory on Windows Server 2008 R2, password resets, and
creating user accounts.
• Provided constant maintenance for application to ensure optimal durability and reliability.
• Arranged efficient coverage when team members were on projects.
• Migrated user profile operating systems from Windows XP to Windows 7.
• Installed, maintained, and troubleshot printers and scanners for Window users.
• Ensured and checked that consistent data-entry and complete problem descriptions were
included in all tickets.
• Performed routine maintenance of computer systems and related software.
• Maintained records of daily data communication transactions and resolved problems to provide
remedial actions to be taken.

8. Peter Allen
1937 Artillery Lane, Odenton MD, 21113
Email: allen_pd88@yahoo.com
Mobile: 410-412-0158
Home: 443-261-7726
• Provided detailed reports based upon desk operations and issues regarding the users.
• Conferred with staff, users, and management to establish requirements for new systems or
modifications.