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Systems Administrator Resume

Reston, VA

PROFESSIONAL SUMMARY:

  • A well - presented, well-mannered and articulate helpdesk support professional with extensive experience of performing diagnostics and resolving a customer’s technical problems via telephone, e-mail and one to one.
  • Having a proven track record of successfully finding the root causes of problems, resolving them or Forwarding suggestions for improvements.
  • A problem solver who enjoys a challenge and can work well under pressure and who possesses strong customer service skills, good communication skills and attention to detail.
  • Looking for a company which will challenge my problem solving skills and allow me to continue to develop my knowledge and potential.
  • Self-motivated critical thinker, capable of prioritizing special assignments to meet deadlines.
  • Strong interpersonal, support and leadership skills.
  • Over 8 years of technical & customer support experience.
  • Organized and effective at prioritization and multi-tasking.
  • Ability to learn new skills rapidly, in both hardware and software.
  • Consistent overachiever in ticket closure within a Service desk environment.
  • Ability to work shifts and weekends - occasional overtime / overnight.
  • Ability to listen to, understand and defuse difficult situations.
  • Handling incoming incidents via the phone, email and in person promptly and effectively.
  • Answering & responding to all calls & requests within service level agreements, keeping customers updated as to progress.

AREA OF EXPERTISE:

  • IPv4/6, DNS, DHCP, VLAN - network troubleshooting and advance configuration.
  • Cisco Network Switches - port configuration, patching & troubleshooting
  • Windows Server/Print Server - setup, configuration & troubleshooting
  • MS Active Directory - user account creation, distribution groups, security groups, group policy & computer object administration.
  • MS Exchange/Office 365 - user account creation, distribution group & administration.
  • MS WDS/MS SCCM/Symantec Ghost/Acronis - image creation and deployment.
  • Blackberry Enterprise Server - client device management & troubleshooting
  • Advanced Mobile Smartphone provisioning, configuration, troubleshooting and carrier management: (AT&T Premier, Confidential My Business)
  • Service Desk - Tier 1/2/3 and System Administration experience.

TECHNICAL EXPERTISE:

  • Windows XP/7/8/8.1/10 & Mac OSX 10.6+
  • VMware Workstation 7-12 & ESX/ESXi 4.1-6.0
  • Microsoft Office /Office365
  • Windows Server & Active Directory
  • Exchange Server /Office 365
  • Blackberry Enterprise Server (BES)
  • System Center Configuration Manager 2012
  • Cisco Unified CM Administration
  • Polycom Phone Administration using I3 by Interaction Intelligence
  • Putty - SSH and Telnet
  • BMC Remedy, BMC Track-IT, HP Service Center, Fresh Service, Connectwise & issueTrak
  • Android, iOS, BB, Windows mobile
  • ActiveSync, Mobile iron, Air watch.

EXPERIENCE:

Confidential

Systems Administrator, Reston, VA

Responsibilities:

  • Provided onsite/ remote support for escalated Windows 7, Windows 8, Windows 10 and business application issues for users at headquarter office in Reston and for Offices in Ottawa Canada.
  • Created Windows 7, Windows8/10 company images using VMware Workstation, Windows AIK and Windows ADK tools.
  • Deployed Windows 7, Windows 8/10 company images using Windows Deployment Services and Microsoft Deployment Toolkit.
  • Utilized Putty to SSH into cisco switches to provision switch ports such as assigning vlans and troubleshooting authentication issues using 802.1x authentication.
  • Setup and Troubleshooted issues with Networked Printers using Print Management on Windows Server 2012
  • Created, Modified and Deleted Active Directory user accounts, computer objects, security groups and group policy objects.
  • Added and modified folder permissions to network shared drives for department folders within organization.
  • Administered and Maintained all Datacenter System Backups via Symantec Backup Exec
  • Setup, Administered and Maintained Dell Open Manage and utilized web interface for monitoring alerts for all networked devices in the datacenter such as amber drive alerts, power faults, system errors, etc.
  • Setup And Administered all onsite digital signage displays and the management system to make sure it was properly patched, calibrated and updated with content.
  • Adhered to Service Level Agreements and followed Standard Operating Procedures.

Confidential

IT Support Specialist, Tysons Corner, VA

Responsibilities:

  • Provided support for escalated Windows 7, Windows 8, Windows 10 and business application issues.
  • Created Windows 7, Windows8/10 company images using VMware Workstation, Windows AIK and Windows ADK tools.
  • Deployed Windows 7, Windows 8/10 company images using Windows Deployment Services and Microsoft Deployment Toolkit.
  • Utilized Putty to SSH into cisco switches to provision switch ports such as assigning vlans and troubleshooting authentication issues using 802.1x authentication.
  • Setup and Troubleshooted issues with Networked Printers using Print Management on Windows Server 2012
  • Created, Modified and Deleted Active Directory user accounts, computer objects, security groups and group policy objects.
  • Added and modified folder permissions to network shared drives for department folders within organization.
  • Adhered to Service Level Agreements and followed Standard Operating Procedures.

Confidential

Helpdesk Coordinator, Reston, VA

Responsibilities:

  • Earned solid reputation for resolving complex issues and providing exceptional customer service.
  • Acted as a team lead to Helpdesk consultants on company procedures and as an escalation point.
  • Setup and coordinated all meetings for local and international offices using Crestron, Vidyo, Lync technology for over 8 conference meeting rooms.
  • Provided support for escalated Windows 7, Windows 8\8.1 and business application issues.
  • Provided Remote assistance to users in international offices in London, India, Hong Kong,
  • Created Windows 7, Windows8/8.1 company images using Windows AIK, Windows ADK and Windows Deployment Services with Microsoft Deployment Toolkit.
  • Provided printer support for all onsite printers.
  • Assisted users with policies and procedures for PDA and mobile computing.
  • Provided special assistance to support remote access in adherence to company standards.
  • Escalated issues as needed and maintained communication with customer and Technical teams.
  • Extensively utilized BMC Track-IT to record and track issues.

Confidential

IT Support Specialist, Reston, VA

Responsibilities:

  • Provided Tier I and Tier II technical support to end users at Confidential headquarters and remote sites.
  • Responsible for supporting desktop/laptop computers, servers, printers, and software applications.
  • Complete mobile support for iPhone, Android, and Blackberry.
  • Open, tracked, and closed service desk tickets using BMC Remedy IT Service Management Software.
  • Ensured to meet Service Level Agreement (SLA) for all incidents.
  • Setup new user accounts and maintained existing accounts in Active Directory.
  • Created email accounts and distribution groups in Exchange 2010.
  • Managed user encryption policies in McAfee ePO Server.

Confidential

Systems Administrator, Fairfax, VA

Responsibilities:

  • Supported over 2,000 Windows XP and Windows 7 client workstations
  • Built and maintained standard images for Windows XP and Windows 7 desktops and laptops.
  • Provided support for escalated Windows XP, Windows 7, and business application issues.
  • Administered Active Directory user accounts, computer objects, and OUs
  • Provided printer support for over 1,000 network printers such as Xerox, HP & Dell etc.
  • Provided Tier 3 Support in the field, working at over 12 locations in Northern Virginia.

Confidential

Wireless Asset Coordinator, Chantilly, VA

Responsibilities:

  • Managed and Supported over 5,000+ blackberry/cell phones
  • Setup and configured company email on blackberries using Blackberry Enterprise Server (BES)
  • Managed all wireless lines within Confidential Premier Business & Confidential Enterprise Business Accounts
  • Managed & handled request for new, replacement and returned devices throughout the company
  • Tagged and tracked all Wireless assets within the environment
  • Assigned, Distributed and shipped RSA VPN Tokens
  • Maintained all RSA tokens within the RSA Security Admin Console
  • Tracked and Shipped all RSA Tokens using FedEx Business Portal and Excel Spreadsheets
  • Created Reports and Reported all daily activities and all wireless assets to managing directors
  • Scheduled Weekly meetings with Confidential, Confidential Account liaisons to overlook all wireless lines throughout the environment
  • Created, Resolved and Closed tickets within BMC Remedy
  • Troubleshooted and Configured All Mobile Devices

Confidential

IT Support Specialist, Rosslyn, VA

Responsibilities:

  • Supported over 1,000 Windows XP/7 client workstations.
  • Provided printer support for over 1,000 network printers.
  • Administered Active Directory OUs, user accounts, computer objects and security groups.
  • Provided support for Windows XP/7, Macintosh OS X, and business application issues.
  • Provided support for handheld devices, desktop applications and user account issues for over 1,000 BlackBerry and iPhone users.

Confidential

Sales Consultant / Technician, Arlington, VA

Responsibilities:

  • Open and Closed Store
  • Exceeded Monthly Sale Quota
  • Setup and configured SIMs & APNs
  • Performed excellent client support skills
  • Created, Managed & Maintained Store Website
  • Managed Mobile Data Access Card Sales & Configuration Ex. Clearwire
  • Carrier Unlocked & Troubleshooted Mobile Devices

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