Systems Administrator / Engineer Resume

OVERVIEW

Please note the support portion of my resume is due to my extensive field knowledge and pbx service strengths. My non - disclosure agreement with Confidential, limits specific customer company names but you can see who I am linked in with for a public view of some my historical customers.

PROFESSIONAL EXPERIENCE

Systems Administrator / Engineer

Confidential

Responsibilities:

Develop thorough understanding of each customer’s system components and configurations. Daily monitoring and surveillance of customer systems and proactively respond to service issues.
Troubleshoot, diagnose, and remotely resolve customer-reported service issues.
Respond to modification (moves, add, or changes) requests. Create the method of procedure documents to obtain customer pre-approvals.
Escalate complex issues to the Systems Engineering team. Document troubleshooting steps and processes using an internal ticketing system. Identify trends to become more efficient on future requests.
Maintain software/firmware versions and revision control of customer applications. Maintain the Customer Site Document (CSD) to document all moves, add, and changes to the physical and logical elements of a customer’s network. Create ad-hoc reports on customer traffic and usages. Perform after-hours technical support.
Innovate by recommending new platform feature requests that would benefit the customer or the company. Provide training to all team members on specific areas of expertise.
Creation of knowledge base documentation, including “how to” or “frequently asked questions” for internal use to support efficient process improvements.