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Systems Administrator/helpdesk Manager Resume


Confidential, Washington, D.C.

Systems Administrator/Helpdesk Manager

  • Primary contact for federal management and high profile clients.
  • Provide end tier support for technical issues escalated from the Helpdesk.
  • Configure and manage both physical and virtual servers.
  • Test Windows updates before applying to full production utilizing Windows Server Update Service.
  • Ensure Helpdesk operational hours are fully covered.
  • Train new Helpdesk team members.
  • Document potential impact of project changes and provide training material for Helpdesk or client distribution.

Confidential, Washington, D.C.

Helpdesk Analyst

  • Resolution of technical matters upon first contact via phone or VNC remote viewer.
  • Reset passwords, unlock accounts, and grant group access through
  • Onsite troubleshooting as second tier technician when unable to resolve a problem over the phone.
  • Monitor network for system outages on various platforms and alert users and system administrators of the outages when they occur.
  • Support outside users who use the online application SNAP - R for export license application requests.
  • Schedule and monitor Video Teleconferences utilizing Polycom products.

Confidential, Raleigh, North Carolina

Central Bank Operations Analyst

  • Resolve technical issues by phone and Tivoli remote services.
  • Monitor daily application activities through Citrix servers.
  • Ensure all file transfers complete without error using NCR software.
  • Set new/promoted employee permissions in Active Directory.
  • Properly shutdown Applications, and Data Servers at end of the day.

Confidential, Raleigh, North Carolina

Central Bank Operations Specialist

  • Run / Maintain operations on scanner and sorter machines.
  • Verify checks processed show on NCR’s software system.
  • Key correct MICR line data in NCR’s software system.

Confidential, Newport, North Carolina

Technical Intern

  • Move or install new work stations on the network.
  • Enter student information into Active Directory and maintain changes.


  • Blackberry Administration Service
  • Cloud Application Management(Citrix XenCenter and Delivery Services Console)
  • Desktop/Laptop/Server Hardware Maintenance
  • HP Network Printer and Scanner Configuration/ Maintenence
  • Microsoft Office(Word, Excel, PowerPoint, Outlook, and Access)
  • Microsoft Exchange Server 2010
  • RSA Authentication Manager
  • VPN Configuration(Checkpoint)
  • Video Teleconferencing Management (Polycom CMA4000 and RealPresence Resource Manager)
  • Windows Operating Systems 98/2000/XP/Vista/7
  • Windows PowerShell
  • Windows Server 2000, 2003, and 2008(Active Directory, Group Policy Management, ect.)

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