Previous Job
Info Security Senior Analyst
Ref No.: 16-01755
Location: Frederick, Maryland
Start Date / End Date: 07/07/2016 to 01/07/2017
Areas of Responsibility:
  • Perform the daily operational tasks that are necessary to provide a stable and robust Exchange environment, including monitoring, proactive maintenance, and problem resolution.
  • Provide tier 1 and 2 troubleshooting support of Exchange issues; investigate user escalation calls, finding optimum solutions for both users and the company.
  • To work 95% of the time on task and ticket management, with minimal supervision.
  • Take ownership of typical messaging issues and work to resolution and root cause identification.
  • Provide on-call support for the messaging environment.
  • Participate in weekend maintenance activities (such as mailbox moves, server reboots, patching, change management activities), as required.
  • Help ensure team performance meets or exceeds defined Service Level Agreements.
  • Maintain and administer third party applications including, but not limited to, Blackberry Enterprise Server and create appropriate documentation for application deployment, configuration, and related processes.
  • Adhere to and help enforce change management and compliance processes.
  • Assess and perform systems utilization and headroom reports to assist in troubleshooting and performance tuning.
  • Create and maintain appropriate documentation on the messaging environment.
Work Environment: Designated Client offices or customer locations between 08:00 AM to 5:00 PM. Off hour/weekend work to meet workload requirements and as required by operational incidents.

Technical Qualifications & Education Required:
Technical Skills/Computer:
  • Proven troubleshooting skills and ability to understand complex relationships between components of multi-tiered and distributed mail systems.
  • Strong understanding of mail dependencies with AD, DNS, mail routing and relays.
  • Basic or minimal experience with technologies such as Microsoft TMG, Symantec Enterprise Vault, Iron port
  • Basic or minimal knowledge on scripting experience (e.g. PERL, VBScript, .NET) is a plus.
  • Possess excellent interpersonal, verbal and written skills: ability to clearly and concisely articulate issues, alternatives, and recommendations.
  • Flexible, adaptable, and able to manage multiple tasks in a dynamic, high-pressure, fast-paced environment.
  • Self-driven and be able to work independently with minimal supervision.
  • Experience in a user-focused technical-support environment.
  • ITIL Foundations knowledge is a plus.
  • Project management knowledge and skills are preferred.
  • Service Delivery knowledge & skill is a preference.
  • Excellent written and verbal communication skills are a requirement.

Technical Skills/Other:
  • Problem Definition, Resolution – Ability to assess criticality of the problem and seek solution in the appropriate timeframe; gain acceptance of proposed solution from impacted stakeholders; seek to establish win-win solutions that benefit all involved parties; involve the appropriate people to resolve complex cross-organizational problems.
  • Interpersonal Relations – Ability to work with people of varying styles, personalities and backgrounds; gain commitment of colleagues and customers; be recognized as a leader in building teamwork and open, honest communications.
  • Results/Goal Orientation – Ability to use efficient processes and procedures to get the work done; set aggressive measurable goals and objectives and be measured against them; set challenging but achievable goals for the department.
  • Performance Management – Ability to define and communicate performance expectations when working with others regarding work tasks, timing and fit with overall business goals; provide relevant feedback and coaching on a timely basis to facilitate completion of work.
  • Quality Measurements – Ability to define quality performance measures and evaluate services against standards; work directly with senior management to define appropriate measures for performance analysis; manage quality on a daily basis.
  • Resource Planning – High level of ability to work with internal customers, IR groups and outsourced vendor staff to understand resource requirements on a regular basis; proactively incorporates these requirements into personal work plans; makes long term plans for personal work that effectively utilize resources.

  • Minimum of 7+ years of experience in an enterprise MS Exchange environment (25,000+ mailboxes).
  • Relevant Microsoft certification (MCSE/MCTS/MCITP/) is a plus.
  • Diploma or Bachelor's degree in Computers or related field or equivalent work experience.