Systems Administrator/Helpdesk Manager Resume

PROFESSIONAL EXPERIENCE:

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

Confidential, Raleigh, North Carolina

Central Bank Operations Specialist

Confidential, Newport, North Carolina

Technical Intern

TECHNICAL SKILLS

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.)