SUMMARY

• Professional, self - starting “techie” with proven experience administrating end-to-end solutions in small and large enterprise environments.
• Additional experience in ITSM methodologies, deskside support, cloud migrations and project management.
• Passionate about continuous improvement, exemplarily customer service, and innovative solutions that go beyond the status quo to add value to the business.
• Also known as a reliable, go-to team member who enjoys tackling new challenges and focuses on delivering results.

TECHNICAL SKILLS

Hardware: HP, Dell, Mac, Gateways, Routers, Firewalls, Access Points, Switches, Hubs, Printers, iDevices, Android, Blackberry, Cisco Telepresence, Crestron, Avaya and Cisco VOIP telephones, Cat7.

OS: Windows 7, Windows 10, Mac OS X, Android, iOS, Windows Server 2016, Linux, VMWare.

Administration: Azure, AWS, Office 365, Exchange Online, MDM, Skype, SharePoint, Active Directory, LDAP, Windows Group Policy, BitLocker, AppLocker, NTFS, RSA, MobileIron, BES, BMC Remedy, Jira ServiceDesk, Trend Micro, Wombat, Kaseya, Cisco Call Manager, Juniper VPN, WatchGuard VPN, DNS, DHCP, VOIP, Citrix XenApp.

PROFESSIONAL EXPERIENCE

Independent Technical Consultant

Confidential, MI

Responsibilities:

• Self-employed, business partner consulting on logical and physical network topologies, security systems integration, software development and IaaS/PaaS.
• Continuous improvement of skills in Windows Server 2016, Azure, AWS, object-oriented coding and hypervisors.
• Planned the initial stages of a software development startup and began designing its first product with Amazon’s AI and Microsoft Azure PaaS.
• Installed Cat6 cable and configured gateways, routers, and access points in home offices and small businesses.

Confidential

Systems Administrator

Responsibilities:

• Wrote PowerShell scripts for the installation and local configuration of Microsoft OneDrive and the migration of user folders from on-site NAS to cloud-based OneDrive.
• Managed group policy catalog and deployed new policies increasing client security and reducing deployment times.
• Audited NTFS permissions of NAS folders; redesigned folder hierarchy and AD security groups ensuring security and future scalability.
• Created workflows and SLAs in Jira ServiceDesk while monitoring KPIs and reporting opportunities for improvement.
• Completed introductory training on AWS, Chef, VMs, and containers.
• Systems Administration: TrendMicro, Jira ServiceDesk, Okta 2FA, MobileIron, Office 365 tenant, Active Directory, Exchange Online, Slack, Adobe Connect, Cisco Call Manager, MobileIron MDM, Wombat, Kaseya.
• Daily responsibilities: InfoSec threat awareness and mitigation, Win 10 images, Windows group policy, NTFS permissions, Kaseya compliance and reporting, Windows patching, Bitlocker encryption, new hire training, escalated ticket resolution.

Desktop Support Specialist

Responsibilities:

• Successfully resolved over 90% of all incoming tickets within eight business hours while maintaining the highest resolved ticket count per day and a customer satisfaction rating of 99%.
• Resolved persistent conference room bugs by learning Crestron’s control software which also reduced the cost of contracting 3rd party support.
• Became first point of remote support for all UK based users through consistent, outstanding service and responsiveness.
• Systems Administration: Office 365, Exchange Online, Active Directory, Cisco Call Manager.
• Daily responsibilities: first contact resolution, monitoring ticket queue, conference room connectivity, inventory management, Dell laptop imaging and deployment.

Confidential , Atlanta, GA

Technical Support Analyst

Responsibilities:

• Became the first point of contact for all VIPs and Executives by ensuring issues were resolved in a timely manner with minimal impact to business operations.
• Systems Administration: Office 365, Active Directory, Exchange Online, CMS (Linux), SharePoint, WebEx.
• Daily responsibilities: Active Directory users and groups, CMS account creation, escalated ticket resolution, HP laptop imaging, BYOD mobile devices, networked and local printers, VPN.

Confidential, Atlanta, GA

Service Desk SME and Process Engineer

Responsibilities:

• Successfully completed the migration of several web portals and hundreds of knowledgebase articles from BMC Remedy to ServiceNow while identifying opportunities for improvement and ensuring current SLAs were met or exceeded.
• Managed the SOC audited termination of thousands of user accounts including but not limited to: AD, O365, and RSA.
• Systems Administration: Office 365, Exchange Online, Active Directory, QIP DHCP, BMC Remedy, ServiceNow, RSA, VMware Airwatch, Citrix XenApp, PeopleSoft HCM.
• Daily responsibilities: transition of support services to offshore vendor, resolution of escalated issues, root-cause analysis, investigating negative feedback, reconciling SOC audits.

Lead Service Desk Analyst

Confidential

Responsibilities:

• Designed new hire training materials and processes reducing the time required to train new analysts from four weeks to two weeks.
• Authored comprehensive technical documentation for cross-departmental stake holders and users leading to a reduction in ticket requests and call volume.
• Trained new hires and coached existing analysts on best practices and troubleshooting techniques.
• Systems Administration: Office 365, Exchange Management Console, Active Directory, NTFS via AD security groups, BMC Remedy, WebEx, MeetMe.
• Daily responsibilities: threat response, advanced troubleshooting, root-cause analysis, liaising between departments, contributing ideas and information to other leads and management, disseminating relevant change control and resolution information, authoring user documentation, responding to high-priority or VIP tickets.