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Systems/network Administrator Resume

Tysons, VA

SUMMARY:

  • Professional with an MBA emphasizing Management of Technology and over 20 years experience in the IT field, including over 8 years as an adjunct technical instructor and over 8 years of ITIL IT Service Management business process experience including Major Incident Management, Problem Management, Asset Management and Configuration Management managed via Remedy.
  • Exceptional presentation and interpersonal communication skills.
  • Excellent analytical and problem solving skills.
  • Impressive ability to multi - task and organize various aspects of a project to meet deadlines.
  • Keen aptitude for providing effective individual user training and classroom training.
  • Extensive experience in the ITIL v3 processes of Incident Management, Major Incident Management, Problem Management, and Configuration Management.
  • Technical experience with the following:
  • Windows Server platforms (NT, 2000, 2003, and 2008
  • Windows Desktop platforms (XP, Vista, 7, 8, and previous versions)
  • Novell Netware 6.0, 4.1, 3.12, 3.11, and Novell Intranetware 4.11
  • Exchange 5.5, 2000, 2003, and 2007
  • GPO (Group Policy Objects)
  • Novell Border Manager, Zenworks, and Groupwise
  • Active Directory, WSUS (SUS), IIS, Terminal Server, TCP/IP, DNS, WINS, and DHCP
  • Syspro ERP and Syteline ERP
  • Unigraphics NX2 and NX4
  • Network Imaging using Ghost
  • MS SQL Server 2000 (system administration)
  • Virus/Spyware Removal
  • Veritas Backupexec and Synsort Backup Express
  • PCs on a LAN/WAN environment (Peer-to-Peer and Client Server)
  • DSL, Cable, Dial-Up, and T1 Support
  • Cisco Internet Routers
  • System/Server Builds
  • VMWare
  • Wireless Networking
  • AS400 and HP 3000 Connectivity
  • Installation of hubs, switches, network and phone cabling, and network printer servers.
  • Extensive experience with the installation, configuration, repair, and application of a variety of hardware and networking devices.

PROFESSIONAL EXPERIENCE:

Confidential, Tysons, VA

Systems/Network Administrator

Responsibilities:

  • Maintained the Configuration Management Database (CMDB) in Remedy 7.6
  • Prepared Monthly billing files
  • Worked with the various technical teams, providing training and guidance, to achieve and maintain a high level of accuracy of the CMDB
  • Reviewed health checks and communicated with the technical team who submitted those for any clarifications
  • Worked with Asset Management to perform regular audits of the CMDB data
  • Attended Daily Service Review meetings to provide any feedback needed from Configuration Management
  • Attended project meetings to ensure that ITIL and global CMDB processes were followed in relation to the CMDB data
  • Provided monthly Service Level Agreement reports regarding the CMDB data
  • Provided ad hoc reports from Remedy and BSM upon request

Configuration Manager

Confidential

Responsibilities:

  • Maintained the Configuration Management Database (CMDB) in Remedy 7.6
  • Worked with the various technical teams, providing training and guidance, to achieve and maintain a high level of accuracy of the CMDB
  • Reviewed health checks and communicated with the technical team who submitted those for any clarifications
  • Worked with Asset Management to perform regular audits of the CMDB data
  • Attended Daily Service Review meetings to provide any feedback needed from Configuration Management
  • Attended project meetings to ensure that ITIL and global CMDB processes were followed in relation to the CMDB data
  • Provided monthly Service Level Agreement reports regarding the CMDB data
  • Provided ad hoc reports from Remedy and BSM upon request
  • Attended regular Change Management Board meetings to review changes and ensure that CMDB processes were followed.
  • Reviewed changes for CMDB process compliance

Incident Manager

Confidential

Responsibilities:

  • Ran Daily Incident Tracking reports and reported on those during the Daily Service Review Meeting
  • Wrote and updated process documentation for Escalation and Notification tailored to the Confidential
  • Trained transitioned employees in the Confidential Escalation and Notification process
  • Performed Monthly SLA reporting and analysis
  • Worked with Remedy to track Incident and Request Tickets
  • Daily review of incident tickets to validate/update the classification
  • Managed Severity 3 and 4 incidents as required

Configuration Management Systems-SME

Confidential

Responsibilities:

  • Wrote process documentation for Configuration Management - Audit and Verification; Status Accounting Process
  • Perform SLA reporting functions
  • Perform testing in UAT and PreProd
  • Help with the Asset Management Reconciliation
  • Work with Remedy, CCMDB, and TAMIT
  • Created documentation for the creation of Configuration Items in Remedy 7
  • Helped with Transitional process and procedures

IT Major Incident and Problem Manager

Confidential

Responsibilities:

  • Owned the resolution and coordination between technical and managerial teams during high severity outages from the first notification through the creation of the Root Cause Analysis and Action Item follow-up.
  • Managed resources during a tech call to resolve high severity technical issues
  • Coordinating with operations
  • Managing multiple people on conference calls
  • Documenting the recovery effort/plan
  • Led the group in Root Cause Analysis discussion post recover
  • Prepared the Situation Analysis Report for Major Incidents
  • Led tech call participants in a Postmortem meeting
  • Confirmed root cause and permanent corrective action
  • Assigned Action Items
  • Publish final Situation Analysis Report to tech call participants and VIPs
  • Assisted in the tracking of Action Items
  • Created Incident and Problem records in Remedy as needed.
  • Approved Change Request in Remedy as needed.
  • Reviewed and approved changes that would affect the availability of technical resources
  • Developed training for peer learning sessions
  • Coordinated recover efforts with operations on lower severity technical issues
  • Performed Sentinel duties as needed for the daily Availability Meeting
  • Communicated with team, management, operations, and technical engineers as needed
  • Helped with Transitional process and procedures

Adjunct Instructor

Confidential, Wyoming, MI

Responsibilities:

  • Teaching courses for the IT/CNS and Business/Technical Project Management departments

IT Situation Manager

Confidential, Grand Rapids, Michigan

Responsibilities:

  • Managed resources during a tech call to resolve high severity technical issues
  • Coordinating with operations
  • Managing multiple people on conference calls
  • Documenting the recovery effort/plan
  • Led the group in Root Cause Analysis discussion post recover
  • Prepared the Situation Analysis Report
  • Led tech call participants in a Postmortem meeting
  • Confirmed root cause and permanent corrective action
  • Assigned Action Items
  • Publish final Situation Analysis Report to tech call participants and VIPs
  • Assisted in the tracking of Action Items
  • Reviewed and approved changes that would affect the availability of technical resources
  • Developed training for peer learning sessions
  • Coordinated recover efforts with operations on lower severity technical issues
  • Performed Sentinel duties as needed for the daily Availability Meeting
  • Communicated with team, management, operations, and technical engineers as needed

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