PROFESSIONAL SUMMARY:

• 15 years of experience in supporting both LAN and WAN environments ranging from 120 to 2500 nodes in Windows Operating Systems environment. Experienced in fast-paced environments originating from end-user technical support, and grew into office LAN management, Data Center support, and Tier 1- 3 levels of application support. Good experience in DNS and Active Directory Support 13yrs of Windows 2003 and 4yrs of 2008R2 : Group Policy Manager, Domain Controller promotion/administration, and practical experience utilizing Admin Tools and Server Roles Adminpak and RSAT .
• Basic level in working on Routers/Switches, and I have obtained a novice level of Linux commands, and also in SAN/NAS, IIS, and scripting 3yrs cumulative experience for each : All of which have a functional understanding in, and actual hands-on support of which has involved a novice level of support which was mainly info gathering for escalations.
• Experienced in Intermediate network connectivity troubleshooting, Backup Administration/DR, Exchange 2003/07, system imaging, Hyper-V and VMware approximately 3yrs cumulative experience for each : All of which have an intermediate level of experience in as a result of per-project based hands-on support experience. Advanced level of performance troubleshooting, monitoring, Wintel platform support and administration of WANs/LANs MS SCOM/MOM, hostmon, HP OpenView, NetIQ, SiteScope monitor and WhatsUpGold in both physical and virtual environments -all of which required knowledge of data redundancy, RAID, load balancing, clustering, operating system services, command line interface support, Operating System architecture and processes, as well as a holistic respect for project management while updating and collaborating with department managers and vendors.

TECHNICAL SUMMARY:

Windows 2012, 2008R2, 2003 Server Active Directory Administrative Tools DNS server support and basic knowledge of DHCP MS Exchange Server 2003/2000/5.5 SQL Server 2000 SMS 2003 and 2.0 Windows 8, 7, Vista SP1, XP Pro, 2000 Pro, NT4.0 Workstation, Win Me/98/95/3.11 Virtual Server 2005 and Virtual PC 2004 as well as earlier versions of VMware VMware Hyper-V HP, IBM Dell Servers Event Logs PerfMon Backup Jobs basic concepts behind Load Balancing/Clustering MS SCOM/MOM HP OpenView NetIQ SiteScope monitor WhatsUpGold LAN WAN MS Office 365, 2010/2007, and email clients such as Lotus Notes 8.5.

PROFESSIONAL EXPERIENCE:

Confidential

IT Site Analyst

Responsibilities:

• This is general desktop support role for the 100 node network that involves supporting HP EliteBook laptops, HP t610 Thin Client, and HP ProDesk systems. Direct hands-on / Customer-facing work is the usual type of work.
• Basic understanding of systems connectivity trouble-shooting is required. I am seeking a new opportunity that is career oriented, as I have experience in work that is Systems Support / I.T. Infrastructure related.

Confidential

Tier 1 Systems Support Admin

Responsibilities:

• Providing Operating Systems support for Windows 2012, Windows 2008 and Windows 2003 both include virtual environments including Win2k8 Hyper-V . It is imperative to have a strong understanding of DNS, and Active Directory, as well as the ability to utilize MS Office 365.
• Worked on rotating shift in a 24/7 SLA for Data Center supporting administration of server platforms, server connectivity, and systems setup for mainly either Web Administrators or DBAs to place the servers in production both physical Dell and HP servers, and virtual VMWare machines .
• External support of customers that range from small business to enterprise environment, although most contact involves medium sized companies, all of which require a meticulous, flexible, and respectful approach when communicating and explaining concepts.

Confidential

NOC Engineer

Responsibilities:

• Responded to alerts using IPMon, Graphite, and SNMP that monitor the health of development and productions environment servers both VMWare ahd physical HP servers .
• Internal ticketing software utilized to keep track of work and cases/tickets.
• Supported Active Directory, DNS, DHCP, Event Logs, PerfMon, Backup Jobs, understanding the functionality and use of Load Balancing and MCS.

Confidential

Windows Server Administrator

Responsibilities:

Provided top tier support for the internal data center in Tempe for internal 'customers' regarding production build server hardening for MS Windows Operating Systems 2003 and 2008 R2, and platform support.

Communication was mainly via an online incident management support application Remedy, as well as Lotus Notes 8.5. Rotating pager in a 24/7 SLA for DC as well as administration of servers, clustering, connectivity, and setup for mainly either Web Administrators or DBAs to place the servers in production both physical Dell and HP servers, and virtual VMWare machines .

Over 500 servers which required our maintenance and monitoring using MOM/SCOM. This department takes ownership of all stages of pre-production setup while both remotely administrating machines, and occasional hands-on troubleshooting. This job does require a strong understanding of Active Directory, DNS, DHCP, Event Logs, PerfMon, Backup Jobs, understanding the functionality and use of Load Balancing and MCS.

Confidential

Network Services Technical Support Representative

Responsibilities:

This is a Tier1 networking tech support opportunity that involves a new area of support that has not focused upon until recently which is firewall and spam filter support. A basic level of Linux commands in file system navigation is used, as well as a thorough knowledge of networking concepts related to DNS, TCP/IP, are used in trouble-shooting the functionality of networking appliances at the customer site, or w/in a cloud. This was external support of customers that range from small business to enterprise environment, although most contact involves medium sized companies, all of which require a meticulous, flexible, and respectful approach when communicating and explaining concepts.

Used Helpdesk software in tracking customer contact as well as in managing customer assets.

Confidential

Senior Systems Support Administrator

Responsibilities:

Provided Tier II incident management support 24/7 for a wide array of online services hosted in data centers on the Microsoft Redmond campus.

Responded to SCOM alerts, handling triaged tickets, performing server builds, f and performing escalations.

Additionally this role required frequent hands-on support for the HP and Dell servers the data centers regarding hardware maintenance, support, system upgrades and imaging.

Operating Systems included Windows 2008 and Windows 2003 both include virtual environments including Win2k8 Hyper-v . It is imperative to have a strong understanding of DNS, Active Directory, IIS and Clustering.

Voluntary Managed and Completed Project creating two virtual test environments for MS Exchange Support Engineers 2003/2007 using Virtual PC 2007 . Also, professional collaboration with support peers is vital for completing work.

Confidential

Windows Server Administrator

Responsibilities:

MOC Microsoft Operations Center in Redmond, WA Support through TATA Consultancy in Tier I and Tier II incident management support 24x7 for a wide array of online services hosted in data centers stationed globally, and the escalation of incidents to necessary teams.

Over 2500 thousand servers which required our maintenance and monitoring using MOM/SCOM.

Supported SQL Server, IIS and Window 2008/2003 server, and Hyper-V administration as required.

Provided Incident, Problem and Change Management was needed to track work and comply with internal case management standards on a Windows 7 desktop client platform that provided MS Office 2010 apps for office work.

Troubleshot issues related to Active Directory, DNS, DHCP, Event Logs, PerfMon, Backup Jobs, Load Balancing/Clustering issues.

Confidential

Windows Systems Engineer

Responsibilities:

Created primarily for the support and assistance in managing the move of Windows servers from several data centers to a single off-site DC.

Coordinated move phases, contributing expertise toward technical documentation along with gathering and validating asset data, completing server upgrades, and communicating move updates are the position's main primary duties.

Involved in the support for Wintel servers and racking/cabling servers.

Confidential

Windows Systems Engineer

Responsibilities:

Provided 24/7 incident management support for Wintel servers in a Data Center in the downtown Seattle area.

Duties included racking/cabling servers, Operating System installations and support as well as hardware HP and IBM servers break-fix support. Normal procedures involve utilization of Change Requests, Procedure and support documentation, as well as Support Tickets for tracking work and in completing escalations.

Interacted with all forms of management as well as interacting with Project Managers in planning and implementing IT projects, upgrades, and roll-outs, while utilizing the MS Office 2007 suite.

Supported operating systems Windows 2000, 2003 and 2008 QA , of which 2008R2 was starting to be pushed out in a new virtualized environment using VMWare. SMS 2003 implemented for pushing MS Windows Critical Updates, Symantec NetBackup, and ePolicy Orchestrator for managing McAfee anti-virus software updates.

Confidential

Support Engineer 3

Responsibilities:

Ensured the highest quality and fastest response to customers via email and phone, in a challenging environment demanding meticulous task tracking software and fulfillment of extensive administrative processes.

Performed test case reproductions in analysis and the support of platform and performance issues for Windows XP, Server 2003, Vista SP1, Windows 2008, and 2008 Hyper-V.

Frequently, these problems will not only be technically complex, but will be politically charged situations requiring the highest level of customer skill and diplomacy both externally and internally. These issues will involve broad, solid knowledge of all Microsoft's operating systems or in-depth hardware knowledge cases have included OS installation, software/hardware compatibility and setup performance issues that involve the researching of Windows Operating System architecture.

Responsibilities included ownership and the driving of cases, defining reproduction steps and escalation hand off, as well has technical writing, and collaboration with software and hardware developers.

Confidential

Senior Systems Engineer

Responsibilities:

Overall incident management of systems administration and support of Windows based Operating Systems, applications maintenance and component upgrades, rollbacks, fail over, and upgrades. In particular this includes the support of Active Directory, Terminal Services, IIS, DNS, batch, and backup specifications and verification, and the upkeep of operations documentation. Projects included server re-builds, and test center environment reproductions.

Troubleshot demanded analytical skills while utilizing both initially updated knowledge base, and frequent collaboration with other departments, and if necessary outside vendors.

Installed, imaged, and supported Windows Vista, Windows Server 2003 Enterprise and Windows Advanced Server 2000.

Confidential

Infrastructure Support Administrator

Responsibilities:

Performed administration and the maintenance of infrastructure assets including File, Print, SMS, Checkpoint Firewall Management and AD/Domain Controller servers.

Installed and configured FTP server, installed SMS 2003 Management server and configuring OSD for PC system imaging and Windows updates.

Managed and completed project that installed a backup server including Veritas NetBackp 6.0MP4 and Sun StoreEdge C4 LTO3 tape drive unit.

Performed administration duties also supporting antivirus updates Trend Micro Office Scan Server and resolving server software and hardware break/fixes along with network issue response and analysis.

Projects completed included: Operating Systems Roll-Out installed and implemented are XP Pro for workstations, Vista in test lab environment and Server 2003 R2. SMS 2003 and MS Exchange 2003.

Confidential

Windows Systems Administrator

Responsibilities

Resolved incident management of support tickets and escalations regarding the hardware and software of the 400 Windows 2003/2000 Intel-based servers in the Data Center of TRW North American Head Quarters.

Involved in the use of VMware 1.3.1 Virtual Server, MS Virtual Server 2005 and documentation in support of QS 9000 goals.

Provided Active Directory support including Account Administration and Domain integration of WinNT 4.0 and 2000 domains.

Managed and completed a project that created two test forests, one 2000 and one 2003, and test creating forest trusts and forest integration. This had also involved upgrading a server from 2000 to 2003, and testing Miscrosoft's USMT 2.0.

Supported Citrix Server and other remote client offices.

Worked with Network Administrators in regards to issues that may involve network infrastructure such as a Cisco Load Balancing Switch, or Cabling.

Utilized the following software like MS Administrative tools, including IIS, DHCP, DNS, WINS, Group Policy, and Active Directory support tools.

Remote Administration: PC Anywhere 10.0, VNC, Windows Remote Desktop or Terminal Services

Monitored software, updated management software: Symantec System Center Console 10, BigFix Enterprise Console Ver 6, Solarwinds Network Monitor and GFI Network Monitor Server Manager 5.5.

Confidential

Systems Administrator

Responsibilities

Enterprise wide incident management support for Web Farm severs approx. 1000 servers . Responsibilities included support for Windows 2000 and 2003 Server, involving VMware Virtual Server IIS 5.0 and 6.0, OS Patch management, Cluster and Network Load Balancing, Image builds and post check configurations, storage support along with connectivity.

Installed and updated software administered via VB and ASP scripts which did not write myself but had access to these files in order view and troubleshoot issues. Escalations were performed when necessary as well.

The VMware had a Linux ESX server used for allocating resources. Became further aware of how this system is utilized while working in this environment. Overall, I was exposed to a basic use of Linux commands.

Confidential

Network Support Engineer

Responsibilities

Studied for IT based certifications while working on short-term per-project-based contract assignments involving either independent home or small office support or enterprise wide assignments.

Projects have included Windows Small Business Server 2003 support includes Exchange 2003 , Office/Home network analysis and support.

Studied for MCSE based on Server 2003, accomplished May 2005.

Confidential

Support Engineer 3

Responsibilities

Supported for Bug Check/Blue-Screen analysis, Windows Registry and Windows Architecture, Active Directory and Group Policy.

Supported the following Disk storage, RAID, NTBackup, scripted Unattended and RIS installations and support for patch management software especially Software Update Services SUS server and slipstreaming updates, Virtual Server 2005, and Active Directory support.

Supported customers over the phone in customer service focused Helpdesk environment.

Confidential

Network Analyst

Responsibilities

This role requires a high level of customer service and incident task management while acting as the single local point of contact for hands-on support, and management of a 120 PC LAN. The Network Analyst communicates the progress of projects to HQ supervisors located in Dallas, TX while managing projects, and supporting the maintenance and asset management of the LAN's 16 Dell PowerEdge servers and 120 PCs. The PC network connectivity support demands trouble-shooting knowledge of physical media such as cabling, NICs and wireless support, PC Hardware and also of TCP/IP protocols. Backend support involved understanding the functionality of switches, routers and WANs as well as supporting Windows 2003/2000 Server and Citrix Server.

Professional level of ownership in resolving network connectivity issues.

Responded and maintained Windows Server 2000 and 2003 issue response and maintenance, Exchange Server 2003 administration.

Supported break-fix server issues and server outages, RAID support, firmware and driver updates, and managing server antivirus and OS updates including the installation of Windows Software Update Services and the use of Group Policy for updates and implementing security.

Took part in the migration from NT4 to Windows 2003 Active Directory. This has involved OU setup and design and account maintenance as well as setup and support for AD database replications.

Refined the entire backup process.

Managed warranty agreements, server decommissions or server role changes.

Used proper Change Order procedures for completing necessary off-hours projects.

Performed Dell D600 Laptop rollout and XP Professional Upgrade.

Confidential

Network Operator

Responsibilities

Assisted in the administration of corporate domains and network servers including back-ups.

Provided network Helpdesk support for back-end and end-users.

Maintained a keen attention to detail and high level of customer service while monitoring the integrity for each data center in the United States, the NOC Operator acts as the single point of contact for communications of tracking and assisting in resolving each occurring issue for Atlas-DMT, a worldwide leader in web-based advertising and data analysis.

Provided second level support for Windows Server 2000/2003 Operating Systems.

Utilized basic UNIX commands for email and copying files and navigating within the OS environment, worked with some VI commands.

Good understanding of SANs, TCP/IP, key networking protocols and monitoring tools.

Worked with BigIP software for load balancing web farms.

Provided system imaging on desktop PC Operating and using RIS for OS deployments.

Monitored software utilized daily includes NetIQ AppManager, Compaq Insight Manager, HP Openview and SiteScope.

Used Internal Ticketing software for creating and tracking technical issues.

Worked as a NOC Operator, responsible for helpdesk support.

Confidential

Network Support Analyst

Responsibilities:

Provided contracted support on a per project basis for small office and home networks.

Multiple small office environments that included XP Professional Desktop and laptops, mainly implemented Windows Small Business Server 2003 for centralized server and email multiple Wintel Servers HP, some older Compaqs and Dell Majority Operating Systems were MS Win Server 2003, 2000 and NT 4 DHCP, WINS, IIS 5 and 6, FTP DSL Internet and firewall setup.

Confidential

IT Support Specialist

Responsibilities:

Provided 350 client systems and backend server support involving backup, Exchange Server 5.5, file servers, Lotus Notes to Outlook conversion, and remote PC support.