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Systems Administrator Resume

SUMMARY:

  • Over 17 years of Customer Service experience
  • Over 4 years of experience in Information Technology
  • Over 3 years of contractual project experience (Independent and non - independent)
  • Took professional training courses for A+ Network+ and Security+ at an accredited institution
  • Consults user guides, hardware manuals and other documents to research and execute solutions
  • Ability to work voluntary, and mandatory overtime
  • Successful track record of providing superior customer service to technical and non-technical customers
  • Assessing needs, problem solving, and following projects through to completion on a regular basis.
  • Hands-on Information Technology / Tier 1 and 2 Support and Project Coordinator experience in a variety of fast-paced commercial, government, and industrial environments.
  • Proven ability to quickly adapt to organization’s culture and procedures to satisfy demands of computer users on site.
  • Flexibility to work with a variety of computer systems, equipment, printers, hand-held devices and servers.

KEY PROFICIENCIES:

  • A+ Certified (2016 - 2019)
  • Desktop Support (Tier 1 and 2)
  • Network Knowledge
  • Cybersecurity Knowledge
  • Customer Service
  • Project Management
  • Data Analysis
  • Software Migration
  • Risk Mitigation
  • Microsoft Excel

CONTRACTUAL WORK EXPERIENCE:

Systems Administrator

Confidential

Responsibilities:

  • Proven experience in implementing projects and supporting the software technology for end users
  • Understanding the applications using Kerberos, as well as understanding the SSA architecture on the user Authentication process.
  • Responsible for level 2 technical support in the implementation of these new technologies, which include desktop/operating systems upgrades; workstation, laptop and printer refresh; and other new technologies as introduced (i.e. Windows 10).
  • Create/Modify articles in Knowledge Management Administration for SSA
  • Effectively provide processes and procedures as they pertain to initial contact, data backup, tear down, OS and program installation, data restore, follow-up and follow-on troubleshooting.
  • On a day-to-day basis I provide problem consultation to the CIAs to assist with first-time problem resolution
  • Provide leadership by coaching/monitoring calls while training Confidential Representatives (CSRs), and assisting with level 1 support during high call volumes

Help Desk Specialist

Confidential

Responsibilities:

  • Proven customer service, IT Professional for the Social Security Administration’s call center
  • Providing troubleshooting and ticket processing support for all end users
  • Regular utilization on Active Directory to further assist and support in office and teleworking customers
  • Regularly remote into user’s workstations to further assist them with Systems Center Configuration Manager
  • Provide in depth documentation on all calls taken, and ability to escalate tickets to the right personnel
  • Troubleshoot, and install applications through the Registry, Remote Desktop, and Command Prompt
  • Unlock suspended network and mainframe accounts for users through mainframe (PCOM), Single Sign On (QESSO) consoles, and Active Directory.
  • Utilize Windows Server 2012 to delete and rebuild user profiles
  • Transfer and dispatch groups within the SSA ticketing infrastructure for maintenance, repair, and replacement of SDS desktops, laptops, monitors, and peripheral equipment.
  • Train users to be more proficient, as well as prevent common issues from occurring when teleworking by connecting through the Start Before Logon procedure

Windows 7 Coordinator

Confidential, Baltimore, MD

Responsibilities:

  • Project managed effective Windows migration for 2,000-user, multi-site business including software upgrades, SCCM troubleshooting, user training, and continued support.
  • Achieved project goals exceeding 3-month estimated schedule and within budget to client’s satisfaction by effectively leading all phases of team efforts.
  • Saved departments thousands of dollars by analyzing user’s applications, and hardware.
  • Provided Risk Mitigation and Risk Management; Issued Documentation, as well as monitored progression, and provided agenda updates.
  • Provided forecasting and scheduling by placing dates and reasonable deadlines for users migrating
  • Made adjustments when needed to meet sponsor deadlines for Windows 7 Project.
  • Conducted Conferences and Hosted Meetings
  • Aided assistance with application identification
  • Researched applications, where required for compatibility with Windows 7
  • Assisted with requirements gathering for application readiness using the project plan checklist
  • Tracked users, applications and readiness for Windows 7 migration
  • Completed out request for all cost center applications to be packaged using Application Management Solutions software by Dell.
  • Filled out and helped cost center with RAF form for application packaging.
  • Provided weekly updates on status of Application Packaging to the project lead and the project sponsor.
  • Delivered deadlines for information associated with user applications from the business contacts.
  • Worked with Vice Presidents and other management to analyze in detail on every application.
  • Listed by user’s XP machines to determine which application version was needed for each department.
  • Successfully finished the project and contract 2 months earlier than the projected 12+ month original prediction.

IS&T Analyst 

Confidential, Baltimore, MD

Responsibilities:

  • Contracted as a team lead for the Windows 7 Migrations for the University of Maryland Medical Systems
  • Set up inventory through EPIC, on all HP brand desktop PCs and laptops.
  • Responsible for desktop normalization on all inventoried PCs by modifying computer management tools and adding computer names/IP Addresses to the UMMS domain with the utilization of PowerShell.
  • Confidently completed the Inventory/Normalization project on the deadline provided by the Project Lead.

IT Consultant

Confidential, Baltimore, MD

Responsibilities:

  • Contracted and successfully completed the transitioning from GroupWise to Microsoft Outlook accounts.
  • Responsible for customer service and help desk issues for politicians and staff for the City of Baltimore.
  • Remotely installed Microsoft Office Enterprise 2007 and 2010 clients to users.
  • Went off site to city police districts, and other remote sites to troubleshoot basic help desk tickets.

Windows 7 Tier 2 Analyst

Confidential, Baltimore, MD

Responsibilities:

  • Successfully completed the migration project for Dell, and MedStar Medical Systems’ Windows 7 Project within a 4 month span.
  • Troubleshoot workstations, printers, network, and internet access problems.
  • Helped the user community on utilizing hardware and installed software applications.
  • Provided I.T. and Audio/Visual support for meetings and conferences.
  • A reliable and valuable resource for Dell and MedStar as a skilled Tier 2 desktop support technician

Tier 1 and 2 Migrations Technician

Confidential, Baltimore, MD

Responsibilities:

  • Elite resource for Windows XP to Windows 7 asset migrations.
  • Responsible for moving 1500 company assets to new corporate domain using Active Directory.
  • Installed software and hardware as needed to successfully upgrade all user assets.
  • Performed tune-ups and patch updates when assets have already been migrated to Windows 7.
  • Developed and optimized the deployment process by gathering and analyzing user feedback.
  • Monitored deployment statuses and provided support to team members to resolve project concerns.
  • Was given administrative rights to perform updates and install applications.

Internet Protocol Tier 1 Technician

Confidential, White Marsh, Maryland

Responsibilities:

  • Represented Confidential in a professional and positive manner in all situations.
  • Was responsible for supporting the National Sales team on all pre and post order account management on the Confidential National / Multi-Site Workplace product.
  • Worked with field operation personnel to ensure customer satisfaction.
  • Provided support for communicates with internal and external customers.
  • Provided customer facing support to Commercial customers.
  • Diagnosed customer issues through process of elimination by asking probing questions.
  • Determined the appropriate solution based on diagnosis and executes the most logical fix providing verbal instruction to customer at a level of detail commensurate with customer PC knowledge and experience.
  • Identified customer LAN issues.
  • Troubleshooted customer connectivity including but not limited to: DHCP, RF, modem, router, or combination device (stability of equipment as well as configuration).
  • Troubleshooted customer Email issues such as delivery problems, client configuration, and DNS problems.
  • Activated, configured, while utilizing web space service.
  • Provided, verified, and modified TCP/IP network settings.
  • Reset and re-provisioned customer modems.
  • Obtained, provisioned, added/deleted multiple IP addresses.
  • Checked for outages by reviewing outage page for known problems and checked router. Notified the appropriate parties and advised the customers accordingly.
  • Documented details of customer interaction by opening tickets in the trouble ticketing system, and recorded appropriate information in database.
  • Assigned tickets to local market to dispatch service calls assigned to TSR2 for advanced troubleshooting.
  • Identified areas for improvement of process and procedure, and provided feedback to supervisors.
  • Exceeded business goals.
  • Scheduled flexibility to cover 24x7 operations.

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