SUMMARY

Seeking to work at an organization where I can apply my knowledge of networking, system administration, and virtualization. I have more than 5+ years in IT operations with experience in system administration, networking, building and configuration of servers, general desktop support, and virtualization. My goal is to bring value and support the mission of the company.

TECHNICAL SKILLS

• MicroSoft Office 365 Administration
• DSM Administration
• Confluence Documentation
• PowerShell Administration
• Aruba AirWare Administration
• Symantec Cloud Administration
• DUO Administration
• Splunk Administration
• VMWare vSphere and Airwatch experience
• FrontRange ticketing system programming
• Knowledge of cloud computing concepts
• Cylance Experience
• Experience with AWS
• Experience with database administration
• Manage configuration monitoring and security software
• System Center Configuration Manager
• Ticketing Systems: FrontRange, Remedy ITSM, Maximo, and Footprints
• LAN/WAN/NOC Administration
• Windows 10, Windows 7, Mac OS X and various Linux Distributions
• Proficient in HTML, HTML 5, CSS, and Javascript

PROFESSIONAL EXPERIENCE

Confidential

IT Systems Engineer

Responsibilities:

• Writing documentation for best practices for various web and native application
• Server back - up and restore
• Design, implement and maintain Microsoft System Center Management Systems
• Assist with monthly and quarterly patches and other IT maintenance
• Administration and support of VSphere 6.x environments
• Monitoring and maintenance of server infrastructure
• Operating system and application migration

Confidential

Network Operations Center Technician II

Responsibilities:

• Writing documentation for best practices for various web and native applications
• Maintained Tier 1 and Fiber Optic troubleshooting individual for 3 separate facilities
• Instructing new employees on how to testing fiber runs with VFL Tester and Optical Power Meter and Visual Fault Locator
• Documentation of Best Practices of Cable Management
• Configuring CentOS Servers
• Main Splunk Administrator
• Office 365 Administration
• Maintaining desktop inventory, asset tracking.
• Maintaining desktop software license management and inventory control.
• Handles provisioning of new systems as justified
• Surplus desktop assets at end-of useful life.
• Maintains printer and copier stocking, maintenance and supplies
• Handles cell phone provisioning, tracking, and billing analysis
• Supports BYOD policy and procedures
• Processes all support requests within SLA and following procedural requirements
• Performs initial investigation and/or troubleshooting of system and network issues to determine root
• Thoroughly documents steps taken to resolve incidents
• Escalates appropriate requests to ensure timely resolution
• Prepares and delivers standard scheduled reports
• Manages event monitoring tools and ticket queue to resolve operation tickets within SLA parameters
• Processes Hands and Eye requests as required i.e.
• Tape Rotation, Rack and Stack of equipment, inventory hardware, power cycle devices, patch cable install/removal Admin Inventory Hardware
• Performs initial investigation and/or troubleshooting of system and network issues to determine root cause and resolution.
• Escalates as required to meet target timelines
• Acts as point of contact for client and management escalations
• Develops and documents support procedures
• Implements and maintains data center infrastructure with general support of a Tier 2 Operations Engineer
• Participates in training and mentoring of NOC Technician L1
• Performs other duties as assigned

Confidential

Desktop Support Technician

Responsibilities:

• Active Directory Administration through PowerShell
• Re-image Windows Computers through SCCM
• Setup new workstations including desktop configuration, permissions, groups, email account
• Provides corporate desktop support services including Laptop Imaging, Network Printer Support, User account administration and other Hardware, Software, Telecom, and Communication services with support from Senior Tier 1 or Tier 2 Operations team members
• Maintains desktop inventory, asset tracking
• Maintains desktop software license management and inventory control.
• Handles provisioning of new systems as justified.
• Surplus desktop assets at end-of useful life
• Maintains printer and copier stocking, maintenance and supplies
• Handles cell phone provisioning, tracking, and billing analysis
• Supports BYOD policy and procedures
• Processes all support requests within SLA and following procedural requirements
• Performs initial investigation and/or troubleshooting of system and network issues to determine root.
• Provides corporate desktop support services including Laptop Imaging, Network Printer Support, User account administration and other Hardware, Software, Telecom, and Communication services with support from Senior Tier 1 or Tier 2 Operations team members
• Thoroughly documents steps taken to resolve incidents.
• Escalates appropriate requests to ensure timely resolution
• Prepares and delivers standard scheduled reports
• Manages event monitoring tools and ticket queue to resolve operation tickets within SLA parameters
• Processes Hands and Eye requests as required i.e.
• Tape Rotation, Rack and Stack of equipment, inventory hardware, power cycle devices, patch cable install/removal Admin Inventory Hardware
• Performs initial investigation and/or troubleshooting of system and network issues to determine root cause and resolution
• Escalates as required to meet target timelines
• Acts as point of contact for client and management escalations
• Develops and documents support procedures
• Implements and maintains data center infrastructure with general support of a Tier 2 Operations Engineer
• Participates in training and mentoring of NOC Technician L1.
• Performs other duties as assigned
• Troubleshoot VoIP phone systems, printers and peripherals
• Work with corporate ticketing system for issue resolution
• Troubleshoot hardware and software connectivity for team members located both on site and remotely
• Virtual desktop troubleshooting for remote sales team and workers
• Provide phone and desktop support to all office locations
• Perform laptops, printer and hardware setup and configurations

Confidential

Bi-Lingual Application Support Specialist

Responsibilities:

• Deliver service and support to end-users using and operating automated call distribution phone software, via remote connection or over the Internet
• Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services
• Gather customer’s information and determine the issue by evaluating and analyzing the symptoms
• Diagnose and resolve technical hardware and software issues involving internet connectivity, email clients, IPTV, VOIP and more
• Research required information using available resources
• Follow standard processes and procedures
• Identify and escalate priority issues per Client specifications
• Redirect problems to appropriate resource
• Accurately process and record call transactions using a computer and designated tracking software
• Offer alternative solutions where appropriate with the objective of retaining customers’ and clients’ business
• Organize ideas and communicate oral messages appropriate to listeners and situations
• Follow up and make scheduled call backs to customers where necessary
• Stay current with system information, changes and updates

Confidential

Service Desk Analyst

Responsibilities:

• Processed and escalated tickets utilizing ticketing system Maximo
• Provided desktop support for all vendors and sectors of BAE, domestic and foreign
• Trained new employees as part of “Cycle training”; facilitated at least 5 sessions a per week with new employees
• Support as necessary on a 24-7 basis to limit system down time during internal or external outages and peak enrollment periods
• Installed, configured and maintained personal software and computers by virtually remoting into clients computers
• Documented help desk tickets/resolution, and provided overall assistance in daily administration of Novell Groupwise, Windows Active Directory, and password resets