SUMMARY

• Passionate, hardworking, and dedicated to providing system support for more than 5 years.
• Work well independently or in groups, ready to make my mark and become key member of a team that supports company IT network.
• Perform multiple tasks and self - start to meet daily tasks and customer service demands.
• Continually stay on top of information and processes to deliver current and accurate knowledge and troubleshooting techniques.
• Communicate well wif others, ensuring understanding of information as well as calming C-level users.
• Also familiar wif Confidential Azure.

TECHNICAL SKILLS

Platforms / Servers: VMware ESXi/vSphere 5.5 and 6.0; Windows 2003, 2008 R2, 2012 R2 and 2016 R2 Servers; Windows Operating Systems XP, 7, 8 and 10

Applications: Footprints, Zendesk and Magic ticketing systems; Clarify; Ultra VNC for remote desktop; MS Office 2010/2013; SharePoint; Citrix; Remedy; Reflections; Novell Client; Norton Ghost

Other: Windows WSUS and NAS patches and updates; Active Directory

PROFESSIONAL EXPERIENCE

Confidential, Fort Mill, SC

Senior Associate Systems Engineer

Responsibilities:

• Maintain over 300 VM and physical servers in IT infrastructure.
• Managed day to day operations of ESXi 5.5/6.0 host and VMware servers in a Windows environment.
• Maintained and configured over 300 VM and physical servers in IT infrastructure.
• Managed day to day operations of ESXi 5.5 host and VMware servers in a Windows environment.
• Utilized Active Directory to manage groups, group policy, and users.
• Trained desktop team on various issues in order to assist customers
• Worked as a team to upgrade Infrastructure ESXi hosts and VMware VSphere from 5.5 to 6.0 and Virtual machines tools upgrade to 8 and 9.
• Troubleshot and resolve incidents and problems wifin a defined service level agreement.
• Applied scheduled installations and Windows updates, maintained patches and fixes using Confidential WSUS to all ESXi servers in accordance wif IT policy and procedure.
• Monitored and adjusted the system to achieve optimum performance levels.
• Use Footprints for incident Reports/Tickets and Change Request Service.
• Involved in On Call rotation for supporting production.
• Work wif Confidential Engineers to resolve patching and DHCP issues.
• Collect and report various established metrics and data.
• Inventory and deprovisioned servers in an effort to clean up VMware environment to save budget.

Confidential, Alpharetta, GA

Systems Administrator III

Responsibilities:

• Maintained over 350 VM and physical servers in IT infrastructure.
• Managed day to day operations of ESXi 5.5 host and VMware servers in a Windows environment.
• Patched, monitored, administered and supported Windows Servers 2008(R2) and 2012(R2), ensuring security expectations and achieve compliance requirements.
• Utilized Active Directory and Exchange Server 2010, managing groups, group policy, and users.
• Managed key customer projects, ensuring services met defined requirements and were delivered on time and on budget.
• Met and improved customer satisfaction by providing TEMPeffective communication (written / oral) customers regarding ticket resolution, system maintenance.
• Assisted users wif Confidential SharePoint by configuring layout.
• Achieved cost savings for additional servers by installing, configuring, and maintaining VMware 4.0 host and VMs.
• Provided sense of security by rotating schedule on call emergency support.
• Ensured problem resolution, technical change implementation, telephone, and 1-on-1 technical support per defined SLAs for clients by providing tier 3 technical support.

Desktop Support Supervisor

Responsibilities:

• Supervised and developed 3 support technicians to deliver service excellence desktop / helpdesk support for all 250+ users.
• Oversaw internal user customers experience on Windows and Mac OS platforms.
• Trained desktop support team on hardware, software, policies and procedures set forward for company and users support.
• Ensured all user desktops and network printers were up and running in 1 business day during office expansion by assisting any users wif cable / network plug in and connections.
• Reduced costs by ensuring resources were aligned and maximized along enterprise’s objectives and negotiating lower rates for equipment wif vendors.
• Improved process and proficiency by managing and creating documentation which improved methods of helping users wif multiple issues.
• Patched Windows Servers 2008(R2) and 2012(R2), ensuring security expectations and achieving compliance requirements.

Desktop Support

Responsibilities:

• Created, updated, tested, distributed, documented, and maintained desktops and laptops.
• Delivered sole desktop support for 200 onsite and remote users located in 3 cities at major cell phone insurance company.
• Extended equipment life cycles 50% by maintaining product inventory and ordering replacements.
• Eliminated need for 1 full-time employee by assuming additional role of Systems Administrator and managing Windows Servers and all local networking equipment.
• Enhanced departmental productivity 45% and increased Quality Assurance ratings after utilizing LanDesk images from different operating systems.
• Saved time and reduced turnover for equipment by administering images and software via Lan Desk.
• Reduced errors and extracted system information from servers utilizing PowerShell, eliminating unnecessary procedures.
• Improved quality of hardware / software by installing, maintaining, and upgrading Windows OS, hotfixes, virus protection and software applications.
• Utilized Zendesk ticketing system, creating and responding to user incidents and problems.

Confidential , Atlanta, GA

Systems Technician

Responsibilities:

• Supported Confidential Office, Windows XP/7, Citrix and various others applications.
• Assisted wif office expansion needs, confirming all users’ desktops and network printers were up and running in 1 business day, and systems / user profiles were functional ahead of schedule.
• Ensured timeliness of calls wif 500+ global users (over 9 locations), providing quality support by overcoming language barriers / terminology and visualizing support needs wifout virtual or remote access.
• Provided technical assistance by responding to tickets regarding errors, problems, or questions about programs and hardware.
• Delivered first-class customer service by meeting SLAs provided by business and participating in after-hours on-call rotation that supported applications team.
• Managed migration and update of desktops / laptops from XP to Win 7 and Office to 2010 and creating images for all desktop and laptop systems.
• Increased productivity by adhering to company policy while updating and managing 2003/2008 R2 servers wif various applications and software.
• Increased customer satisfaction by creating / managing users in Active Directory using Exchange 2010 wif promptness.
• Participated in meetings, seminars, and sessions, staying apprised of new developments in field.
• Reduced cost of physical servers by presenting use of ESXi VMware servers for production and test environments.

Confidential, Norcross, GA

Lead Desktop Engineer

Responsibilities:

• Configured and upgraded Windows Servers
• Provided support for Windows XP, Vista and Windows 07 Operating System.
• Managed email tickets via Magic ticket system.
• Supported executives wif networking, laptop, and Blackberry needs.
• Repaired and supported Dell Latitude D 0 laptops, E6500, E6510, Dell Notebooks XT and XT2, and Confidential TC4400, 2710 and 2740 Mini Notebooks.
• Assisted network engineers by providing extensive troubleshooting skills on LAN and wireless connectivity, and routers and Cisco switches.
• Managed over 8.5K end user’s accounts and mailboxes using Active Directory Services, Citrix Presentation Management Console, LTC and Exchange Management Console.
• Created and installed corporate images using Norton Ghost.