SUMMARY

• Systems administrator with experience in a multi - platform environment with strong knowledge in managing server infrastructures and data center operations across Windows, Unix, and Linux platforms. Proven success in effectively planning, configuring, installing, and optimizing IT infrastructures to achieve high availability and performance.
• Ability to create and deliver solutions tied to business growth,organizational development and systems/network optimization. Comfortable in managing systems, networks and projects proactively and in a timely manner.
• Familiarity and experience with Windows Server Administration - Installation, Configuration, Optimization and Troubleshooting.
• Familiar with standard concepts, practices, and procedures of systems administration processes
• Proficient problem solving and communication skills
• Bilingual - fluent in Spanish and English
• Familiarity and experience with LAN/WAN/NOC Administration
• Basic working knowledge of Cisco router and switch configurations
• Experience with Active Directory, Powershell Scripting and Group Policy
• Detail-oriented and strong organizational and interpersonal skills
• Self-motivated, dependable, and ability to learn quickly and efficiently
• Strong teamwork skills and flexibility in managing multiple tasks
• Ability to perform effectively under pressure
• Strong work ethics

TECHNICAL SKILLS

Hardware: Dell and HP Servers, Thin Clients, Cisco (switches, routers, access points) Fortinet firewalls and routers

Operating Systems: Windows: Server 2008/2012; Linux: Fedora, Ubuntu, MacOS

Software and technologies: SQL Server, Exchange Server, Virtual environments (VMware, Hyper-V), SCCM, WSUS, Manage Engine Service Desk Plus, Laserfiche, Office 365, Microsoft Azure, Active Directory, Group Policy, Terminal Services, VPN, Cisco Call Manager, Sharepoint, SolarWinds, Event Sentry, Veeam, Netbackup, CommVault, Microsoft Data Protection Manager (DPM), Centrally Managed Endpoint Security (System Center Endpoint Protection)

Scripting and Programming: Powershell scripting, Windows command line, batch scripting. Basic knowledge in C#, SQL, HTML, CSS, Java, JavaScript, jQuery, Python, and linux command line.

PROFESSIONAL EXPERIENCE

Confidential, Fort Worth, Texas

Systems Administrator

Responsibilities:

• Provide Infrastructure Systems support and perform scheduled maintenance tasks.
• Troubleshoot, repair, and provide root cause analysis for system issues including Hyper-V, VMWare, Windows Server, Exchange Server, SQL Server, Storage Technologies, SharePoint, Office 365, SCCM, Remote Desktop clusters, and various other environments and software.
• Research and implement best practices for production environments.
• Perform server administration, change control and storage management in all Windows environments.
• Ensure that data architectures are in regulatory compliance.
• Perform backup and recovery procedures for storage and servers both physical and virtual and ensure integrity of all data (Veam, Netbackup, CommVault, Microsoft DPM)
• Monitor and proactively manage systems to prevent service interruptions (SolarWinds, EventSentry)
• Escalate problems to management and/or vendors in a timely manner.
• Develop techniques and implement resolution of problems based on root cause analysis.
• Work closely with project managers on large scale projects and perform other duties as assigned.
• Participate in an on call rotation.
• Achievements: Configure and implement Azure Disaster Recovery, Assist in Dell Compellent Storage and blade server environment deployment, deploy Qnap storage configuration, administer Sharepoint server team site, Convert VMware machines to Hyper-V, Configure and deploy Manage Engine Service Desk Plus, Implement and deploy plan to centrally manage all store computers, setup a Hyper-V environment in a test environment.

Confidential, Fort Worth, Texas

Technical Support Engineer II

Responsibilities:

• Point of contact for corporate user issues, and complex technical cases escalated by level 1 support
• Perform basic user management in Active Directory including new user and user separation tasks
• Diagnose and resolve operating system, hardware and software program problems to root causes
• Track issues to find resolution and update the internal knowledgebase
• Recommend and perform configuration changes and system additions that optimize performance
• Install, replace, and remove all pertaining workstation equipment for all corporate users
• Perform virus removal, formatting, run scripts, install company software, and maintain hardware
• Work closely with systems administrators and escalate issues appropriately
• Act as a liaison between users and technical resources such as Network, Programming and Database teams
• Write technical documents with new solutions and processes for knowledgebase
• Work with Network Administrators in special projects (basic router, switch and access point configuration, VLAN administration, Cisco IOS upgrades, Convert stores to new circuits, add POTS lines, Cisco Call Manager VOIP and voice administration)
• Provide after hours on call support

Confidential, Fort Worth, Texas

Technical Support Engineer I

Responsibilities:

• Provide first line response for users requiring assistance with IT issues and track in Service Desk Plus
• Troubleshoot all shop issues, including software, hardware, video surveillance systems, and networking
• Provide IT support in both English and Spanish
• Train with senior system engineers to enhance personal technical skills and learn internal process
• Research user issues in a timely manner and follow up with recommendations and action plans.
• Provide after hours on call support - identify, troubleshoot and prioritize all issues based on urgency
• Stay current with system information, changes and protocol updates
• Troubleshoot issues via remote access applications such as SSH, VNC, and RDP
• Mentor new engineers by answering technical questions and teaching detailed process development.
• Modify and repair computer hardware including printers and desktops
• Collaborate with programmers on special projects to test new implementations of software
• Package and ship hardware to locations when replacement is necessary
• Moderate travel with little or no notice to US and Latin America locations
• Run and terminate cat-5 cabling when necessary
• Install/configure computers, printers, surveillance systems, network equipment and ensure all functionality is verified (connectivity on all equipment, remote connection, and essential functions of all devices)

Confidential, Dallas, Texas

Accounts Specialist

Responsibilities:

• Handle account issues, process and review account adjustments, resolve client discrepancies
• Process inbound/outbound communication and correspondence for customer accounts in a fast paced goal oriented environment
• Responsible for monitoring and maintaining assigned accounts - customer contact, customer reconciliations and processing credit memos
• Accountable for reducing delinquency for assigned accounts
• Perform assigned tasks and duties necessary to support the Accounts Receivable Department.
• Utilize negotiating skills and tactics for securing monetary transactions on accounts
• Enlist the efforts of sales and accounting when necessary to accelerate the issue resolution process
• Communicate and follow up effectively with sales department regarding customer accounts on a timely basis
• Establish and maintain effective and cooperative working relationships with clients

Confidential, Irving, Texas

EDI Specialist/Analyst

Responsibilities:

• Analyze, design and develop specifications for enhancements and extensions to electronic data interchange application interfaces and maps
• Test, implement and maintain EDI transactions
• Provide technical expertise and support for EDI communications
• Head projects in EDI from start to finish and serve as a liaison between implementation, client services, insurance carriers, and the programmers to ensure all business rules and technical specifications are implemented correctly
• Use/apply knowledge of SQL to systematically find resolutions to issues/bugs in program code/system data
• Create custom queries of code to facilitate issue resolution
• Attend and coordinate conference calls with internal/external personnel to initiate, maintain, and follow through on all aspects of technical and business requirements to meet client deadlines
• Utilize system tools to setup data transmission based on client requirements that includes but is not limited to ftp transmission, AS2, secure electronic mail, 834 data interchange, web-based file transmissions and provide various encryption methods such as PGP encryption
• Obtain, integrate into layout, and submit custom programming requirements to the development team to manipulate code based on client requirements
• Use of Microsoft SharePoint to document and track all projects and issues
• Attend and participate in meetings with potential new clients to promote and demonstrate the structure and capability of the company’s framework in order to network and obtain more business

Confidential, Irving, Texas

Participant Services Representative

Responsibilities:

• Receive incoming calls for FSA and COBRA participants and assist with questions related to their coverage, claims, reimbursement and administration of their accounts
• Maintain high level of customer service while maintaining a high number of incoming calls and an average speed per call consistent with the participant needs
• Document participant calls quickly and accurately
• Navigate systems and web based transit accounts, benefit card accounts, and assist with participant inquiries on online account information
• Maintain HIPAA compliance and adhere to IRS and COBRA laws and regulations
• Promote and sell company COBRA products to eligible participants
• Perform miscellaneous clerical tasks such as mailing, emailing, and faxing information to participants
• Ensure a positive participant and client relationship by providing follow up answers within the time frame given to provide status and resolution of issues
• Maintain ongoing training and knowledge updates necessary to stay current on up to date information
• Participate in team efforts to achieve departmental and company goals

Confidential, Grand Prairie, Texas

Customer Service and Technical Support Agent

Responsibilities:

• Provide technical support to clients and cross-sell both helicopter and avionics units.
• Ensure all materials, supplies, and equipment received for the department are processed and distributed in a timely manner
• Manage and update information on data systems for avionics components
• Process and create documentation for incoming units to be repaired/stocked and generate shipping documentation for outgoing units to customers
• Oversee the maintenance of parts and equipment on hand and initiate documentation to acquire additional quantities when necessary
• Receive incoming materials, supplies, and equipment and verify accuracy of shipment as well as inspect for damages and defects
• Move materials, supplies, and equipment from receiving locations to job sites
• Maintain and record pertinent information in computerized inventory systems using Access, word processing, spreadsheets, and SAP
• Uncrate and/or assemble equipment
• Perform miscellaneous job-related duties as assigned