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Systems Engeer/deployment Manager Resume

IN

SUMMARY

  • Over seven years of Project Management, Vendor Management, IT Governance and Tier 3 enterprise support.
  • Proven success in a high volume custom facing enterprise support environment.
  • Excelled in assessing, remediating, and reporting client issues.
  • Known for great communication and rapport with customer on a technical and nontechnical level.
  • Demonstrated ability to multitask and prioritize effectively.

TECHNICAL SKILLS

Software: MS Office (Word, Excel, Outlook, Office 365, Skype for Business), Intune, McAfee Drive Encryption, BitLocker, Symantec Endpoint Protection, RSAT, CRM 2011/2013, SharePoint 2007/2010/2013

Platforms: Server 2003/2008/2012 , HyperV, VMWare, SAN/NAS, Citrix, Windows XP, Windows 7, Windows 8, Windows 8.1,Windows 10, iOS

Call - Tracking Tools: Remedy, Service Now, Spiceworks

Hardware/Networking: Cisco Routers/Switches, ASA, Juniper Networks, Networking Performance, Logical Network Designs, VLANS, WLANS

Applications: CRM, Docuware, GFI Mail Archiver, Cisco IP Communicator, Spectrum, Accubid, Security Risk Assessments, Architecture and Technology Security Assessments, Emerging Technologies, WDS, SCCM, ADFS, Lync Voice, Avaya Message Manager

PROFESSIONAL EXPERIENCE

Confidential — IN

Systems Engineer/Deployment Manager

Responsibilities:

  • Active Directory Administrator.
  • IT Project Management.
  • New Technology initiatives.
  • Lifecycle funding and asset management.
  • Worked directly with vendors in the purchase and support of equipment, products, and services.
  • Responsible for the license management and compliance of all software at Gaylor
  • Provided support and maintenance for all AV and conferencing equipment.
  • Primary Technical lead for the maintenance, deployment, and upgrade of all endpoints.

Confidential — Indianapolis, IN

Tier 3 Enterprise Support Specialist

Responsibilities:

  • Routinely exceed ticket closure goals, closing an average of 12 tickets daily with an above average closure rate of ticket within the SLA -- well below the 4 hour, 8 hour, or 5 day SLA.
  • Excel in the creation of Knowledge Articles and process documents.
  • Consistent focus on the tracking of all assets through Lilly’s asset management database.
  • Routinely recognized by management for ticket closure rates and customer feedbacks.

Confidential — Indianapolis, IN

Tier 1 & Tier 2 Post Deployment Specialist

Responsibilities:

  • Exceled in the deployment of new desktops, laptops, BlackBerrys, and peripherals as well as the upgrade of user’s current equipment. Responsible for ensuring the transfer of all users’ data, and software to new equipment.
  • Provided Tier 1 support on any issues arising after deployment of new equipment.
  • Installed software, configured, prepped, and tested PCs and BlackBerrys for deployment.
  • Selected to plan and implement the migration of over 100 users from external company to Lilly environment.

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