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System And Network Administrator Resume Profile

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NC

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Key Skills

Network System Planning, Design and Administration

Help Desk, Service Desk Management and ITIL Concepts

Troubleshooting

System and Network Administrator

Infrastructure Engineer with 10 years of experience whose qualifications include a degree in Computer Engineering and strong background in Help Desk, Service Desk Management and ITIL concepts. A goal oriented professional with excellent troubleshooting skills and exceptional customer service work ethics.

Technology Summary

Systems:

Microsoft Server 2003,2008

Microsoft Exchange 2007

Microsoft Windows 7 and earlier

VMWare

Networking:

LANs, WANs, VPNs, Routers, Firewalls, Wireless WLAN

Hardware:

Dell, HP, Cisco

Technical Skills:

Active Directory, Group Policy, Exchange, TCP/IP, DNS, Remote Desktop Terminal Services, OSI layers, IIS configuration, Service Level Agreement SLA , Virtualization, Backup Recovery, Routing, VLAN, Security, 802.11x Wireless

IT Experience

CONFIDENTIAL

Consultant

Contracted by the Environment and Protection Agency EPA as a Systems Engineer for Win7 migration, tier 2 and active directory Support.

CONFIDENTIAL

IT Consultant
  • Provided support in a variety of system and networking issues company-wide
  • Standardized documentation procedure within the IT department
  • Directed and developed the disaster and recovery procedure for the company.

CONFIDENTIAL

IT Supervisor and System Administrator
  • Plan, design and maintain a reliable IT infrastructure Active directory, Exchange,
  • network topology in a Windows 2003 and 2008 environment
  • Oversees daily IT operations
  • Evaluates equipment configuration based on company requirements and procures equipment and/or software applications when necessary.
  • Implements network-wide security updates and patches
  • Ensures that workstations are properly built and are delivered.

CONFIDENTIAL

Technical Support Coordinator
  • Responsible for processing department service requests for computer services and hardware.
  • Ensures that problems referred for the Helpdesk are appropriately resolved within service level agreement SLA time frames.
  • Repair and maintain computer workstations to ensure that end-users have day-to-day access to primary applications, printers, and other peripherals.
  • Ensure implementation of formal IT department standards, procedures and policies.
  • Ensure timely response to all end-user technical support requests based on priority level.
  • Document and maintain system configurations, hardware and software inventory. Track software license compliance.
  • Advises IT Support Head and Manager on technical and process issues.
  • Responsible for any technical evaluation of any hardware and software for material requests for procurement.
  • Manages technical support workforce for different headquarters and functional areas depending on work load and roster for the month.

CONFIDENTIAL

Operations Team Leader

CONFIDENTIAL
  • Monitor, identify and resolve performance/behavior/attendance issues using prescribed performance management techniques.
  • Conduct performance appraisals annually. Review Convergys compliance documents as required.
  • Resolve escalated customer issues.
  • Communicate all process and client changes to direct reports within specific timeliness.

CONFIDENTIAL

Product Support Specialist then Team Leader
  • Resolve escalated and advanced issues, and troubleshooting regarding networking products via phone and email.
  • Keeps a close supervision over a team consisting of 15 to 17 product support representatives.
  • Responsible for performance monitoring, job appraisals, strategic coaching and training.

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