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Systems Administrator Resume Profile

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Objective

My objective is to obtain a professional position by utilizing a diversity of skills and education. It is my goal to begin a long-term career with a well-established company that offers opportunities for advancement.

Experience

Confidential

Systems Administrator

  • Provide network and desktop support for internal employees over their several campuses across Saint Louis
  • Perform laptop and desktop HDD replacement and imaging
  • Diagnose and troubleshoot Wi-Fi and LAN network connectivity problems using a multi-meter as well as other tools
  • VPN Token Administration
  • Virus removal for laptops and desktops remotely as well as hands on
  • iPhone, iPad, and Blackberry administration
  • Microsoft Office support and troubleshooting
  • Confidential
  • Systems Administrator
  • Provided network and desktop support for 20 companies over various platforms
  • Addressed users issues remotely via Cisco VPN, SonicWall, TeamViewer, and LogMeIn
  • Server Monitoring, Firewall Management, Spam Filters amongst other management responsibilities
  • Microsoft Exchange setup and administration
  • Virus removal for laptops and desktops remotely as well as hands on
  • Supported PBK Prosecutor by Karpel which is proprietary software used by counties as a criminal database

Confidential

Technical Writer

  • Perform WebEx demonstration for the new online banking conversion updates
  • Write/create Business Banking Online help files and manual
  • Troubleshoot connectivity issues as well as web browser issues

Confidential

Blackberry /Outlook Migration Analyst

  • Activate and trouble shoot Enterprise service for Blackberry handhelds
  • Provide phone and remote support in regards to migration issues from Lotus Notes to Microsoft Outlook
  • Including
  • Setting up Outlook Accounts
  • Addressing irretrievable e-mail messages
  • Addressing issues such as Calendar and Meeting Conflicts
  • Resetting Blackberry Activation passwords

Confidential

Support Center Analysts

  • Provide remote phone support for nation-wide user base
  • Support a range of home-grown and purchased applications
  • LAN and WAN troubleshooting
  • Use in depth remote hands on troubleshooting of hardware/software
  • Monitor and document user issues from initial report to resolution
  • Co-ordinate office moves including computers and phone at different locations in the Southeast region of the country

Confidential

Help Desk II

  • Perform profile and printer commands in AS/400
  • Setup and troubleshoot network printers
  • Enable and reset Windows network profiles and passwords
  • Setup and troubleshoot Microsoft Office Outlook and other Microsoft Office Applications
  • Renew VPN Certificates
  • Remotely resolve internal user issues using applications such as Carbon Copy and RealVNC

Confidential

Team Coach

  • Possess knowledge of call center concepts, practices, and procedures
  • Conducted training classes geared towards increasing sales and efficiency
  • Provided technical assistance, training, and troubleshooting support to lower level staff
  • Ensured that the most complex customer issues were promptly addressed, documented
  • Provided statistical and performance feedback and coaching on a regular basis
  • Utilized AVAYA to monitor agent's statistics and daily actions
  • Provided input to management team on performance reviews and skill improvement for customer care team members
  • Interviewed potential candidates for consideration of supplemental interview with the SBU Manager
  • Setup of Microsoft Outlook for internal users
  • Assisted internal users with Windows 2000/XP desktop support in a LAN environment

Quality Analyst

  • Performed silent monitoring of calls for quality assurance
  • Performed side-by-side monitoring with customer care team members
  • Attended 2 weekly Joint Monitoring Sessions to review and discuss Quality Assurance
  • Made monthly suggestions to the research and development team regarding solutions for repairing Brother Fax/MFC machines
  • Technical Customer Service Representative
  • Assisted customers with printing, scanning, and pc faxing over a LAN
  • Installed drivers and associated software for Brother MFC/Fax machines
  • Assisted customers with software conflicts in Windows 2000/XP

Confidential

Help Desk Representative II

  • Assisted internal customers with network printing issues
  • Logged into internal servers via Telnet to reset server services
  • Assisted with software conflicts in Windows 2000/XP
  • Assisted with resolving hotel reservation conflicts and bill issues
  • Assisted in helping to balance end of shift cash outs
  • RealVNC

Confidential

Floor Supervisor

  • Ensured that projects were built to the exact specifications of phone companies for their COs.
  • Ensured that orders were complete and accurate for shipment deadlines, in addition to duties listed below

Test Technician

  • Tested Spirent access test equipment and Alcatel DSLAM's for quality assurance
  • Upgraded NT cards with different version types
  • Built various configurations of Hekimian access test equipment used in central offices to test and manipulate bandwidth and connectivity issues in DSL backbones

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