System Administrator Resume Profile

Professional Experience:

Confidential

Supervise a team of eleven Level 1 2 technicians for the Prince Georges County Help Desk, servicing 6,000 users, directed by the Project Manager.
Ensure that service SLA's and best practices, such as talk time, resolution time, customer follow-up and documentation, are met by technicians.
Monitor both email and Easy Vista service request queues and assign tasks to both Call Center and Field technicians, while acting as primary point of escalation for tasks to be assigned to other IT departments.
Serve as a technical POC for Technicians as well as communicating with Users, Clients, internal technical teams and Management.
Project Coordinator for the Client's efforts, including Computer Refresh and upgrade efforts, Software and Hardware Rollouts, Executive Support management, etc., under direction from the Client Project Manager.
Facilitate communications between contract staff and the Client Manager , research solutions for non-standard issues and problems, Create and update SOP's and How-To's for Service Desk staff.

Confidential

Directly responsible for IT Dept. hardware, including HP SAN array, servers, routers and switches, wireless networks, Enterprise backup system, computers, laptops and printers totaling 1600 items.
Secondary Help Desk Mgr. and Sr. Help Desk Tech. Escalating issues, deploy PC images, maintain inventory and modify network capabilities and functionality as directed by Mgmt. for Faculty and Staff.
Responsible for Research and Implementation of hardware design and capabilities, software compatibility, scheduling, licensing and documentation.
Project co-leader during the transfer and re-structuring of the Core network, including 18 Server Images, 12TB HP SAN configuration physical / logical , data from a Virtual Iron to Citrix Xen virtual environment.
Sub-project Mgr. and Lead Engineer of Gilman's Physical and Wireless Network replacement Project.
Work alongside System Admin to maintain Firewall / AV protection, Active Directory, Group Policy, Domain Controllers, Exchange, Spam filtering, etc.
Creation of SOP's, How-to's and training materials for IT personnel and supported users.

Confidential

Integrated and configured HP switches for network expansion.
Assisted in the deployment of a 3COM wireless network solution that comprised 80 MAP's, 13 PoE mid-span's and a central network controller.
Contributed to Project Management by recommending deliverables on updates, upgrades, equipment, consideration for future expansion and project completion timeframe.
Daily administration and support of systems efforts working alongside Gilman Staff and Managers.

Confidential

Solely responsible for telecom, infrastructure, servers, printers, software, computers, end-user support and training of 70 users at 26 remote sites, including Sales and Construction offices, as well as 2 main offices.
Performed routine maintenance, upgrades, and updates and ensured physical security of Windows 2000/2003 Servers, Laptops and Office PC's.
Maintain divisional VERITAS backups, OU integrity in Active Directory, Outlook/Exchange services and Servers File Print, Domain Controllers .
Manage IT budget and ordering under direction of regional Finance V.P.
Oversee equipment inventory and disposal, evaluation of expenditures and I.S. policy and procedures for divisional personnel.