Desk System Administrator Resume Profile

OBJECTIVE

I am seeking a challenging position with opportunity for growth and knowledge using my current engineering and customer service skills.

PROFESSIONAL EXPERIENCE

Confidential

Service Now Service Desk System Administrator

Provide technical support to 9,500 users throughout the United States via phone and remote control. Respond to and analyze problems through discussions with users. Skills used include problem recognition, research, isolation, and resolution. Provide written notifications of maintenance and outages to all DOE personnel. Member of the team transitioning from Remedy to Service Now.

Service Now Implementation:

Represented the Service Desk at Service Now Administrator Training. Responsible for knowledge transfer to the Service Desk Team
Currently developing automated notifications, automated workflow, user and group management, skill management, CMDB, reports, dashboards, incident management and the request management tools including the Service Catalog.
Testing the development to make sure it meets the Service Desk needs.
Leading the User Acceptance Testing effort

Significant Accomplishments:

Updating processes and procedures to meet industry standards and better support customers
Manage the Remedy ticket queue and prioritize and designate work to technicians throughout the department
Report daily and monthly call statistics to Service Desk management.
Assist with SharePoint administration.
Write and maintain processes and procedures for day to day tasks for Tier 1 Technicians
Participated in the development and maintenance of an online knowledge base as well as reorganizing documentation across the Service Desk.
Provide real time updates during system wide issues to the DOE community
Provide information about scheduled maintenance to the DOE community
Provide support to customers working off-site using Citrix, VPN and RSA Secure ID Tokens
Provided support during the nuclear crisis in Japan

Confidential

IT Technician

Installed, configured and repaired computer hardware, software and peripherals. Monitored servers and networks, performed analysis to identify center's software requirements. Trained IT professionals on applications and equipment by doing the following in a research facility that houses 200 researchers and 8 major labs:
Determined which Linux Operating system upgrade would be a good choice for CARB to upgrade from CentOS. Tested both Ubuntu and Fedora and presented findings to management
Investigated the feasibility of upgrading the Center's Active Directory server from Windows Server 2003 to Server 2008 and developed a preliminary plan for server migration
Maintained Active Directory, Storage and VMware servers
Supported Windows, Mac and Linux

Confidential

Desktop Technician

Installed, configured and repaired computer hardware, software, and peripherals, and provided technical assistance and training to system users by performing the following duties in this 504 bed, 6 location hospital system.
Configured desktop and laptop computers for all hospital departments
Performed as a lead role in the roll-out of the Computers on Wheels COW's Project, which developed small portable PCs that are a critical asset in a health care emergency
Responded to client inquiries concerning systems operation and diagnoses system hardware, software, and operator problems
Provided onsite troubleshooting of computers, printers and smart phones in all departments including, operating theater, trauma center, emergency department, wards, etc.

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