SUMMARY

• Accomplished Mid - level I.T. Enterprise Systems Analyst with a diverse background comprised of experience in various public and private industries.
• A Cloud System “All-rounder” with experience administering, developing, training and analysis of cloud infrastructure on Microsoft Azure and Office365.
• More than a decade of added value and expertise in defining problems, collecting data, establishing processes, drawing conclusions, and making appropriate recommendations. Solid record of achievement building and aligning I.T. organizations with strategic business objectives to achieve bottom-line results. Uncompromising integrity and work ethic. Fluent in French.

TECHNICAL SKILLS

SYSTEM ADMINISTRATION: Virtual Networks, Office365, SharePoint & Azure, Active Directory, Domain Controllers, MS Exchange, BES Server, Citrix Metaframe/Xen, IIS, switches and routers.

PLATFORMS: Thorough understanding of Microsoft products, IIS, Active Directory, Skype for Business, Azure and Office 365

BACKUP AND RECOVERY: Cloud solutions like OneDrive and Drop Box and Google Drive & Legacy Solutions

TICKET TRACKING SYSTEMS: ServiceNow, Microsoft ITSM, Remedy, IBM Tivoli.

Operating Systems: Windows Server 2003 - 2016; Win XP, Win7, 8, 8.1 & 10| Mac OS 7-X |Cisco iOS

IT Security & Risk: Access Controls | ACLRisk Analysis | Vulnerability Assessment ISA | RSA |VPN | BIT Locker

Enterprise Software: SharePoint | MS Office 365 | Azure | Exchange | Active Directory | SQL | Antivirus | VNC | LANDesk | WDS | Hyper-V | VMware | BB Enterprise | Skype for Business | ZenDesk |ServiceNow | ITSM

Protocols & Services: DNS | DHCP | TCP/IP FTP | POP3 | IMAP SMB | RDP| SMTP | HTTP | LAN | WLAN | SSL | VoIP

Hardware: Tablets | Desktops | Laptops | Servers (HP & Dell | Cisco Routers & Switches |Aruba Controllers

Scripting/Programming: PowerShell | Batch | SQL | Python | Visual Studio

PROFESSIONAL EXPERIENCE

Systems Administrator

Confidential, Atlanta, GA

Responsibilities:

• Leveraging Incident, Problem and Change management knowledge using ITIL methodologies to resolve technical issues arising from System implementation.
• Provided technical guidance and end-user support for migration, configuration and deployment of enterprise systems like Office365, SharePoint sites, Skype for business and managing MS Azure AD, user identities and requirements and applications in hybrid architecture.
• Managed and coordinated the implementation of several technology projects including Cisco Switch and Router End of Life/Upgrade projects, WiFi AP Upgrade Project, Print Transformation Deployment Project, Nokia Transition Project, and Skype Room Deployment Projects.
• Develop proof of concept system architecture for office365 infrastructure and analyze, resolve technical issues which might arise from the implementation of those systems.
• Management responsibilities of the division Field Offices which included: managing the installation, upgrade operation and maintenance of Server hardware and software, such as HP ProLiant servers, Cisco switches, routers and Access Points.
• Responsible for providing ongoing technical support to end users, executives and VIP as well as educating through “Lunch-n-Learn” staff training via Microsoft Skype for Business.
• Drive Microsoft applications adoption and prepare IT roadmaps for clients and partners.
• Mobile device Management with Windows Intune.
• Windows Azure, Hyper-V administration, Skype for Business and Enterprise Voice management.
• Attended and participated in Professional group meetings and workshops to maintain awareness of new trends and developments in Information Technology Industry.
• Migration from On-Premises to Exchange Cloud Services.

GLOBAL SUPPORT ANALYST

Confidential, Atlanta, GA

Responsibilities:

• Provided daily supervision and direction to User Support Staff responsible for phone and e-mail support to company-wide users in the areas of e-mail, Office Communicator (OCS), standard Windows desktop applications, VPN Connectivity, installation, configuration and troubleshooting all software and hardware within the Coca-Cola Enterprise network.
• Assisted in the management of Coca-Cola LANDesk application, supporting Deployment and resolving issues such as connectivity, authentication, and performance.
• Performed Windows Server management adding and maintaining user login accounts, LDAP Directory services, authentication and security protocols, e-mail accounts, group privileges and file access privileges.
• Administering Exchange 2003/2007 environment, along with mailbox policy implementations and utilizing email archiving best-practices.
• Supported a variety of SAP functional environment (R/3, BW, CRM, SRM) as well as troubleshoot system performance.
• Provided Tier I, II and III client and network level support as required using Remedy and Tivoli services track and maintain trouble tickets.
• Provided trend analysis by listing statistical report of calls received, the number of trouble tickets submitted and their average resolution times.
• Managed and responded to escalated high severity issues in both a lead desk and rotating backup major incident manager capacity.
• Authored a number of articles for the Lotus Notes Global Support Center Solutions Database.

IT SPECIALIST/MANAGER

Confidential, Atlanta, GA

Responsibilities:

• Successfully transition network infrastructure to Hosted Virtual environment with Citrix, MS SharePoint, and Hosted Exchange with MS Active Directory servers.
• Successfully migration of Microsoft Exchange and SQL Servers from local to web based environments.
• Established a new helpdesk ticket system and reporting procedure, substantially reducing response time by 40%.
• Successful resolution of persistent printer issues with Citrix and Thin clients reducing support calls by 30%.
• Managed the use of outside consultants to determine best direction for companywide network strategy and software development needs.
• Implementation of security measures which included Cisco VPN Pix 515, Firewall and WebSense deployment.
• Successfully transitioned the local IT systems to virtualization and thin clients, significantly lowering operational costs and enhancing system security. This initiative resulted in the following:
• Further reducing help desk ticket calls
• Reducing hardware as well as TCO and licensing costs
• Significantly Lowering system downtime while improving system wide security
• Assisted in the maintenance of IT manuals, instructions and policy documents; instrumental in the preparation of documents and presentation which clearly defined IT issues; reviewing routine contract proposals for acquiring hardware, software, or IT services; and writing replies to IT correspondence.
• Implementation of Disaster recovery documentation and procedures for emergency purposes.

consultant

Confidential, Atlanta, GA

Responsibilities:

• The initial project was scheduled for 4-5 months. Instrumental in streamlining the process and was able to complete project in 2 months.

MICRO-TECH SPECIALIST

Confidential, Pompano Beach, FL

Responsibilities:

• Served as a cross-platform network administrator for a Windows / Apple environment.
• Successful implementation of HP Tablet PCs for all faculty staff improving on teacher ability to monitor progress
• Responsible for troubleshooting all technological issues including printers, fax machines, Xerox machines, network infrastructure, application software, system software, server, layout teacher laptops and computer lab equipment.
• Built, Maintained and organized various school-wide FileMaker Pro databases.
• Build school interactive website using MS FrontPage and XML which helped increase parent involvement by 50%
• Created instructional technical materials and conducted adult computer courses to enhance continuing education initiatives.
• Recipient of Broward County School Board’s Employee of the Year award, for innovation and outstanding contribution to the technical successes of the district.