System Administrator Resume Profile

SUMMARY

Motivated Computer Systems Analyst possessing exceptional troubleshooting skills for networking issues, end user problems and network security.

HIGHLIGHTS

Desktop and laptop expert
Self-starter
Customer service specialist
Active Directory
VMWare experience
VoIP knowledge
Active Secret Security Clearance

ACCOMPLISHMENTS

Oversaw IT support for five servers, 400 users and 300 desktops and laptops.Served as Network Administrator for department's LAN consisting of approximately 300 workstations, five servers and test-lab systems.Managed and maintained a LAN running on fifteen switches.Maintained 100 accountability of a large section of equipment worth over 3M during multiple overseas deployments.

EXPERIENCE

Confidential

Provided remote desktop support for all clients across the European domain, in a TIER III environment. Called the customers during the remote access session when necessary to assist with error resolution.Reduced the service backlog of approximately 2100 request to approximately 10 requests which led to the reduction of customer wait time for resolution in a fifteen business day window.Troubleshot all network connectivity issues and performed hardware upgrades and repairs, worked high volumes of requests in the Remedy Ticket system. Used Remedy Ticket Software to keep track of customer requests. Supported 3 networks of various classifications and the Information Awareness database of over 400 end-users in support of Operation Enduring Freedom. Responsible for creating and maintaining of over 400 Active Directory accounts, network access and permissions in Active Directory. Solely responsible for the accountability of over 3 million dollars worth of government equipment without damage or loss. Utilized excellent verbal communication skills to assist customers with successful email migration through all users in US Army Europe domain. Performed Windows 7 desktop migration for end users within organization. Provided first-tier support and troubleshooting printers and common desktop applications. Managed and configured Cisco Routers/Switches.Utilized SNMP to manage all devices on the network. Troubleshot Internet, desktop applications and Email applications. Provided customer support in imaging computers and troubleshooting printers and VoIP phones. Managed PC hardware including imaging, permissions and upgrades on 250 plus devices. Install and update software as needed for local users. Managed and maintained Storage Area Network SAN . Managed Video Teleconference VTC for organization

TECHNICAL COMPETENCIES

Windows 7 Enterprise Windows Vista Windows XP Cisco Routers Switches Active Directory Remote Desktop Tier I, II, and III Help Desk Apple Products VPN PC Hardware Install, Upgrades and troubleshooting Cisco Call Manager Microsoft Exchange Remedy Ticket based software Imaging

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