System Administrator Resume

SUMMARY:

OS : Windows (Win7 - 10/Server 2008-2016), Mac OSX, Android, iOS, CentOS, Debian

Software/Skills: Excellent Customer Service, MS Office, Exchange, Active Directory, BMC Remedy, Visio, Process Improvement, Conflict Resolution, Scheduling, Training and Development, Server Patching, Print Servers, VMWare, Avamar, Solarwinds, Netbackup, Ivanti, Red Hat Satellite, Nagios installation and setup, Confluence, Hyper-V

Language Familiarity: HTML/CSS, PowerShell

EXPERIENCE HIGHLIGHTS:

Confidential

System Administrator

Responsibilities:

Solarwinds administration including alerts, monitors, and user profiles
SSL, Domain, and DNS management
Outage management, notification and communications
Maintenance coordination
Configuration of Virtual Servers in VMWare, decommissioning of servers
Documentation in Confluence
Windows / Linux Patching with Ivanti and Red Hat Satellite

Confidential

Tier 1 System Administrator

Responsibilities:

Monitoring of all systems using various tools, monitoring of HPSS, Infrastructure and Super Computing
Managed backups of all critical systems and corrected issues as needed, Avamar and Networker
Configuration of Virtual Servers in VMWare
Hardware replacements on servers as needed
Configuration of IIS for ASP.NET and ColdFusion
Managing File shares and Print Servers
Windows patching as needed

Confidential

Service Desk Agent

Responsibilities:

Assist users in various requests via phone and email
Software installation, rollout and support - SCCM
RSA Token Administration
Working to implement automation and scripting for day to day Active Directory administration
Generate reports as needed to help list user information on Group Ownership via PowerShell
Working towards creating an easier way to pull information on bulk accounts via scripting in PowerShell

Confidential

Operations Support System Administrator

Responsibilities:

Respond to customer tickets and requests in a timely manner
Coordinate maintenances with customers and internal resources for hardware issues
Monitoring server, switches, ISP’s etc. to maintain uptime
Utilized Nagios, CheckMK and ThousandEyes for monitoring
Created documentation for our internal knowledgebase
Used JIRA and Fresh Desk ticketing systems for internal and external needs

Confidential

Operations Support Analyst

Responsibilities:

Full account management for Exchange / AD
Work store outages as they occur, utilized SolarWinds to monitor network status
PC setup and configuration using Norton Ghost
Implementation of a Knowledge Base solution in SharePoint and testing in Drupal
Work with Field Techs to maximize efficiency and help solve complex issues in the remote locations
Configuration and maintenance of store DVR security systems, COTS and Retail Next
Worked on adding Power Shell in troubleshooting steps as needed
Assisted with networking related issues in the stores, Fortinet Firewall setup and maintenance

Confidential

Helpdesk Agent

Responsibilities:

Responsible for assisting end users with multiple PC and phone related issues
Created new KB in SharePoint 2010 with branding and customization
Overhauled our team site in SharePoint to have the same look and feel as our clients site
Created outward facing KB articles so that the end users could attempt to fix common problems themselves
Adhere to and maintain ISO 9001:2008 standards, ITIL standards were also implemented
Full account management for Exchange / AD
Tracked calls and email requests through BMC Remedy software
Provided support for Excel issues that could not be resolved on the helpdesk
Reset and unlock PeopleSoft and Maximo accounts

Confidential

Dispatch Supervisor

Responsibilities:

Lead a team of 17 agents in day to day operations in my department
Conducted interviews and hired agents as needed
Routed all service calls/installs/reconnects/disconnects and printed all work orders for our techs
Managed payroll, paid time off an attendance of my direct reports
Created procedures and reports to maintain compliance with Confidential policy
Indirectly managed the daily work load of over 120 field technicians
Managed quota for service and install appointments for over 200,000 subscribers
Monitored for system outages and changes in signal level for the greater Knoxville area

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