Level II Managed Services Engineer Resume Glenside, PA - Hire IT People

PROFESSIONAL EXPERIENCE:

Confidential, Glenside, PA

Level II Managed Services Engineer

Provide technical support to multiple customers subscribing to a wide range of products and services.
Manage more complex proactive events, perform advanced diagnostics, and gather pertinent details enabling escalation to level three technical support groups when necessarv.
Develop and/or append timely and accurate incident ticket data in Connectwise per prescribed Service Level Agreements.
Maintain accurate ticket status of trouble isolation and repair efforts.
Keep customers updated on efforts aimed at restoration of their services.
Work with Account Managers to provide strategic IT direction to client executives.
Assist in design, implementation and administration of company's services Infrastructure, Remote Backup Services, Active Directory, Citrix Provisioning Services and, Kaseya, LabTech, Hosted MS Exchange, etc.

Confidential

Senior Systems Administrator

Administer and monitor the Gaming and Wagering systems to ensure connectivity and uptime.
Establish and maintain network user accounts, passwords, users' environment, directories and security in a Windows 2003/2008 Active Directory domain and an IBM AS/400 (iSeries).
Designed, implemented and maintain a comprehensive SQL maintenance plan strategy which included backups, tuning and success and failure notifications via e - mail.
Administer and maintain 2010 Microsoft Exchange Server virtual machines connected to a clustered SAN.
Install, test and implement network software and services, system administration and diagnostic tools for Windows and iSeries.
Maintain EMC/UCS SAN environment of VMware ESX vSphere utilizing 150+ virtual servers and desktops.
Corporate lead for SQL Administration, Active Directory Administration, Blackberry Server Administration, Shared Printer Deployment & Administration, Exchange 2010 Mailbox Archiving and Administration.
Assist in new System Administrators, System Operators and Help Desk personnel.
Responsible for the documentation of a comprehensive standard operating procedure for Active Directory administration.

Confidential, Glen Mills, PA

Senior Client/Server Support Technician

Work with team members in the implementation, support, and upgrades of 150+ Dell Server based hardware and software components in a Windows 2000/2003 Active Directory domain.
Administer Wausau ImageRPS, Data Management, HRIS, and McAfee ePolicy Orchestrator servers and applications.
Daily backup responsibilities using Veritas Backup Exec and ARCServ Backup software solutions.
Corporate-wide Lead for SEARCH Application Processing System and Site Lead for SNA servers and applications.

Confidential, Edison, NJ

Help Desk Support Specialist

Provide technical phone support for 47,000 users that encounter issues with POS software and hardware, printers and registers.
Manage and document the life cycle of each call using web-based Magic Service Desk software.
Maintain and reset suspended, revoked and locked passwords.