Sr. Systems Administrator Resume

SUMMARY:

High - performing leader and manager with more than 25 years experience in computer operations and technical support and a passion for customer service.
Over 25 years providing tech support to thousands of national and global users, earning a reputation for productivity, complex problem resolution and professionalism.
Over 15 years managing a technically diverse staff through the delivery of a high level, consistent and responsive help desk services.
20 years of progressive computer / network operations experience in corporate service desk environments across multiple operating platforms.
Excellent communication and diagnostic skills, reputation for productivity, decisiveness, innovation, complex problem resolution and professionalism.
Proactive self-starter known to initiate process and system improvements to increase system stability and staff productivity.

PROFESSIONAL EXPERIENCE:

Confidential

Sr. Systems Administrator

Responsibilities:

Manage the development and implementation of standards, processes, and systems required to deliver high quality and consistent support.
Manage the implementation of methodologies that continuously improve first call resolution, customer perceptions and foster strong client relationships.
Assess department performance and develop process to monitor trends based on customer calls, issues, queries and recommend ways to improve the quality of technical service as well as reducing repeat incidents.
Escalate issues as needed and maintain communication with customer and technical teams. Utilize Remedy / Servicenow to record and track issues.
Train new and junior IT staff in best IT practices and procedures.
Work with newly acquired companies, on-boarding them into Pearson IT infrastructure .

Confidential

IT Manager

Responsibilities:

Maintained organization’s effectiveness and efficiency by defining, delivering and supporting strategic plans for implementing information technologies.
Proactively identified potential areas for improvement in the delivery of the organizations core mission of delivering high quality technical training to customers across the Confidential .
Developed and maintained a virtual classroom environment utilizing VM Ware products.
Developed and documented procedures for imaging classroom systems.
Delivered high quality technical support for the organizations management staff and instructors across the Confidential .

Confidential

Washington Region Help Desk Manager

Responsibilities:

Directed design, development and delivery of regional system upgrades and standardization of end user systems.
Developed a local solutions database tailored to the Washington region, which improved end user confidence in IT support.
Coordinated and implemented changes to technical support procedures in the Washington Region to better support the regions user base.
Successfully reduced response time to customers by creating an automated online ticketing system designed to deliver tickets to appropriate technical personnel.
Conducted annual staff assessment to increase performance and productivity.

Confidential

Studio Engineer

Responsibilities:

Maintained and repaired broadcast studio equipment.
Configured video editing and production systems utilizing hardware and software technologies from Avid, Canopus, and Adobe.
Contributed to a team effort by accomplishing related results as needed.

Confidential

Systems Administrator / Conference Center Manager

Responsibilities:

Administered and maintained all IT systems in the association’s political headquarters and state of the art conference center.
Managed and maintained AEA’s Confidential Conference Center including state of the art video conferencing, teleconferencing, and presentation systems.
Developed helpdesk procedures to an effort to improve confidence in IT support of the associations political headquarters.
Worked with senior IT team on converting associations network infrastructure from Novel Netware to Windows NT.
Provided daily IT support to local staff in Washington, DC.

Confidential

Micro Systems Specialist

Responsibilities:

Traveled to OSHA field offices to perform server and database upgrades.
Repaired servers and desktop systems and performed upgrades.
Provided classroom training to OSHA personnel on Microsoft Windows 95, Microsoft NT, and PC maintenance and repair.