SUMMARY:

• Windows System Administrator with over 6+ years of experience in a multiplatform Unix, Windows and Linux environment with hands - on experience in the administration and management of Red Hat Enterprise Linux, and Centos operating systems. Background in system installation and deployment, user and group administration, access control list, storage management, network configuration and troubleshooting. Focused and solutions-driven IT Professional with extensive experience providing technical solutions for public and private business needs. Able to exercise a unique combination of business savvy and technical acumen to articulate complex technical concepts to audiences ranging from non-technical users to C-level business executives. Providing in-depth understanding of triage, Tier I and Tier II technical support along with the administration of multiple platform environments and can quickly assess and troubleshoot challenging technical system issues.

PROFESSIONAL EXPERIENCE:

Confidential

Windows System Administrator & Desktop Support

• Installed, configured and deployed Centos 6.4, RHEL servers to a network
• Modified server configuration files to establish various run levels based on system requirements
• Performed upgrades of packages and patching in Windows.
• Diagnose and troubleshoot systems hardware and software issues
• Hardening and patching of Windows and RHEL servers.
• Configure and troubleshoot TCP/IP, DHCP, and DNS.
• Created and modified user accounts, including setting password aging and account expiration.
• Configure and maintain Active Directory settings including Group Policy Objects, DNS, DHCP,
• Utilized IP tables to configure firewalls and block unnecessary ports to ensure system security.
• Supported system users by troubleshooting system issues, and documented solutions for future reference.
• Responded to emails and client request via tickets for technical support of servers
• Managed assigned tickets to ensure SLA compliance & Customer satisfaction
• Provided 27x7 supports in production testing and development environments
• Maintain and support systems, workstations, mobile devices, printers and peripherals; respond to user service requests; and resolve trouble tickets. Ensure system security for desktop, mobile and cloud environments.
• Closed 95% of trouble tickets on the first call without escalation.
• Commended for quickly resolving complex issues including system crashes, network slowdowns, connectivity problems, security breaches, virus infections and more.
• Achieved a user satisfaction rating of 4.9/5.0 (14% higher than average); consistently logged and monitored ticket status to ensure fast, quality resolution of every issue.
• Set up secured WIFI, LAN and VoIP networks at remote locations, leading client/server configuration and performance-tuning of crucial infrastructure to ensure seamless business operations.
• Configuration of new hire equipment to include laptop and pc and other peripheral equipment needed to perform their job functions

Confidential

System Administrator

• Design solutions focused architecture to solve customer business challenges
• Provide customer facing, technical deep-dive sessions to enhance customer product adoption
• Develop and deliver custom, targeted presentations as a tailored response to customer requirements
• Act as a technical reference point for customers seeking advice and guidance on best-practice methodologies for implementation of various aspects of the data management platform
• Support LANs, WANs, network segments, Internet, and intranet systems
• Ensure design of system allows all components to work properly together
• Make recommendations for future upgrades
• Maintain network and system security
• Troubleshoot problems reported by users and analyze and isolate issues
• Monitor networks to ensure security
• Evaluate and modify system's performance
• Maintain network facilities in individual machines, such as drivers and settings of personal computers as well as printers
• Ensure network connectivity throughout a company's LAN/WAN infrastructure is on par with technical considerations
• Design and deploy networks; Maintain network servers such as file servers, and VPN gateways
• Perform network address assignment
• Assign routing protocols and routing table configuration
• Assign configuration of authentication and authorization of directory services
• Administer servers, laptop and desktop computers, printers, routers, switches, firewalls, phones, company mobile phones, smartphones, software deployment, security updates and patches

Confidential

Desktop Support Specialist

• Answered inbound phone calls, emails and chats from internal users with exceptional service and enthusiasm to resolve their problems
• Responsible for diagnosing, troubleshooting and resolving IT related issues involving PC hardware and software, printing, network connectivity and email
• Handled 1st Level support and escalating additional issue to the appropriate 2nd and 3rd Level support groups
• Assisted users with VPN connection issues
• Troubleshot Microsoft Office Professional 2010 and 2013 products
• Configuration of new hire equipment to include laptop and pc and other peripheral equipment needed to perform their job functions
• Monitored and support the IT infrastructure for OS system involving failures, degradation and event correlation using various hardware and software monitoring tools
• Daily utilization of WebEx and Deploy tool and Active Directory

Bella Marcia

IT Support Assistant

• Provide first line support and problem resolution to IT related issues
• Use ticketing systems such as HP Service Manager and remdy
• Search database though tools such as Outside View, Gasper, SharePoint, ICOM, and other Citrix related tools
• Reset Passwords for various employee
• Provide customer support through phone and email
• Achieves computer system objectives by gathering pertinent data; identifying and evaluating options; recommending a course of action
• Places software into production by loading software into computer; entering necessary commands
• Places hardware into production by establishing connections; entering necessary commands
• Maximizes use of hardware and software by training users; interpreting instructions; answering questions
• Maintains client confidence and protects operations by keeping information confidential
• Reset Passwords
• Efficiently worked on troubleshooting installation, network connectivity, certificate validation, DNS Record issues, and integration issues with Lync and Office 365 products.
• Installed on premise servers for single sign on and directory synchronization.
• Maintained documentation for all the deployment related steps of the Microsoft O365/Exchange and Messaging-computing environment.
• Provided expert support in the planning, requirements gathering, implementation of data migration and configuration of Office 365.
• Worked on Exchange Online and SharePoint migration tasks including data migration, team site configurations, content management, workflows, site permissions, user adoption and change management.

AREAS OF EXPERTISE:

• Network & System Support / Implementation
• IT Risk & Disaster Recovery Management
• Troubleshooting & Problem Resolution
• Hardware / Software Resource Management
• System / Application Solutions Architect
• User Training / Equipment Performance Tuning
• Windows 7, 8 & 10
• Centos, Solaris & VMwar