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System Administrator Resume

SUMMARY:

  • Install, configure, tune, and maintain complex computer systems, specializing in Confidential Enterprise Content Management (ECM), FileNet, Case Manager and Case Foundation Software.
  • Accomplished IT professional, possessing strong troubleshooting skills and experienced in Windows, Linux, AIX, and ESX administration, and network analysis.
  • Teaming and soft skills, along with well - developed documentation skills have been used to solve problems and complete projects quickly, promoting customer satisfaction.
  • Accustomed to handling critical situations for large companies in foreign and domestic markets.
  • Confidential Enterprise Content Management and Business Process Management system administration
  • Application Server administration
  • Network analysis
  • Operating systems knowledge
  • Critical situation management and support
  • Creating Technical education

PROFESSIONAL EXPERIENCE:

Confidential

System Administrator

Responsibilities:

  • Member of a six person international team charged with the day-to-day administration and management of the bank's FileNet and Case Manager systems.
  • Using Dynatrace, Splunk, and Control-M to monitor the system.
  • Investigating and resolving issues with the operations teams.
  • Assisting the development team with configuration, tuning, and troubleshooting. Engaging Confidential Support when necessary.
  • Create change management plans and coordinate tasks to create new, upgrade old, and tune existing systems.
  • Assist web operations team with WebSphere upgrades and interim fix installs.
  • Review AIX resource utilization and recommended LPAR HMC changes.
  • Work with Oracle and DB2 databases.
  • Upgrade FileNet, Content Navigator, and Case Manager to the latest version.
  • Build required WebSphere infrastructure and deploy and configure new ECM applications.
  • Migrate Case Manager solution assets between CPE environments using FileNet Deployment Manager.
  • Develop CEWS SOAP calls for use in penetration and performance testing (jMeter & BlazeMeter)

Confidential

Staff Software Engineer

Responsibilities:

  • Provided technical support for Confidential Enterprise Content Management products
  • Created technical documentation and presented training to customers and fellow employees.
  • Acted as a department wide network analyst assisting multiple teams in server connectivity troubleshooting.
  • Worked as advisory resolver to top-level customers, handling critical situations.
  • Solved average of 200 customer issues per year with average Medallia Net Promoter Score (NPS) of 95%, exceeding team goals and resulting in high customer satisfaction rating for the team and department.
  • Helped improve product documentation by authoring 60+ technical articles and editing Confidential Knowledge Center.
  • Created case update templates to improve knowledge transfer between teams, resulting in higher efficiency.
  • Built product servers for reproducing customer issues, helping to reduce time to resolution.
  • Authored product specific educational materials for new customers and presented it, helping reach time to value goals.
  • Assigned to pioneer support of private beta products with mandate to ensure minimal system downtime and superb customer support.
  • Received Confidential Eminence and Excellence award for outstanding customer service in 2014 and 2015.
  • Hosted a weekly cross-functional team meeting, providing guidance on handling critical situations.

Software Engineer

Confidential

Responsibilities:

  • Performed same duties in above summary with addition of Technical Team Lead responsibilities, including duty shift scheduling, new-hire training plans, individual improvement plans, escalation handling, server lab management, and updates to management.
  • Increased team metrics 35% through product support education and mentorship.
  • Improved test lab capabilities by requesting, installing, and administering VMWare ESX server to host test environments.
  • Spearheaded US to China critical situation hand-off improvement initiative with goal of reducing amount of redundant operations experienced by customers.
  • Ensured proper resource allocation by conducting employee evaluations.
  • Received Confidential Eminence and Excellence award for outstanding customer service in 2011.

Confidential, Alpharetta, Georgia

Data Center Operator

Responsibilities:

  • Operated and monitored Windows and Linux computer systems in 24-hour data center supporting company’s worldwide infrastructure.
  • Received shipments of new hardware and installed it in data center.
  • Installed and configured operating system and connected it to network.
  • Monitored server communication and made repairs, as part of Network Operations Center.
  • Installed operating systems, including Windows Server, Red Hat Linux, and ESX.
  • Monitored network and resolved system crashes, made software configurations changes, and repaired failed system backups as needed.
  • Retired old hardware and consolidated servers to VMWare ESX hosts.
  • Initiated scheduled jobs on Confidential System z9 mainframe, using z/OS and z/VM operating systems, supporting mainframe development team.
  • Audited server inventory, looking for opportunity for improvement such as, upgrades, performance tuning, network hardware.

Confidential, Atlanta, Georgia

Information Developer

Responsibilities:

  • Developed technical documentation provided with Confidential Maximo Asset Management.
  • Created Maximo Everywhere documentation and updated Maximo 5.2.9 release notes.
  • Authored readme files for 5 versions of Maximo Core Server to be shipped with hotfixes.
  • Recreated reported defects, enhancing their description in documentation.
  • Co-authored Maximo release notes.

Software Engineer

Confidential

Responsibilities:

  • Assisted customers with server administration and maintenance task.
  • Created technical documentation for commonly performed tasks.
  • Worked 24-hour on-call shifts to support global customer base.
  • Received Employee of the Quarter award, 1st quarter 2008, for exceptional customer satisfaction.

Confidential, Atlanta, Georgia

Technical Support Analyst

Responsibilities:

  • Performed after-hours system maintenance consisting of manual Informix database updates using SQL statements.
  • Worked weekend and holiday page-out support duty.

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