System Administrator Resume Profile ,MD - Hire IT People

System Administrator / Help Desk Analyst

As a Tier I/II Service desk analyst for six plus years I have undertaken several projects along with my normal responsibilities which have helped me develop an open mind to change and new information and rapidly adapt to new information, changing conditions, or unexpected obstacles. During my time as a Service desk analyst I have dealt effectively with pressure and remained optimistic, vigilant and persistent under adversity. I keep up-to-date on technological developments and make effective use of technology to achieve my desired results Am fluent in English and Spanish. My objective is to build my knowledge base in a system/network admin role with a company at the forefront of technology.

Areas of Expertise:

System Technical Support

Interpersonal Communication Skills

End-user Training / Assistance

HW SW Installation / Configuration

Seamless Migrations / Upgrades

Advanced Troubleshooting / Diagnosis

Software / Hardware Configuration

SLA / SOP Management / Alignment

Technical Proficiencies

Platforms:

Microsoft Windows 8x-Vista, OSX Maverick Snow Leopard, Blackberry OS, Blackberry Desktop Manager, iOS, Android,

Software:

Microsoft Office Suite 2003-2010, SCCM, Symantec, McAfee, Norton Antivirus Corporate Edition, Norton Ghost, DameWare Remote Utility, Remedy IT Service Management, Active Directory, Common Access Card CAC Pin Reset Station, Mobile Iron, Lotus Notes, Adobe

ServiceNow, Junos Pulse, Citrix Administration, SPLUNK, MAC Screenshare, Lync, RDP, Meeting Planner, Avaya phones, Tadarin phones

Hardware:

PCs / Laptops, HP Printers, Blackberry, iPhone, iPad, DROID

Professional Experience

Confidential

Service Desk Analyst

Technical Scope: Windows XP, Macintosh OS, Microsoft Management Console SCCM , Remote Desktop, Remedy, Blackberries, iPhones, iPads, PCs, Laptops, Printers, Scanners

Responsible for Tier I and II support for systems, hardware, equipment, software, mobile devices, and network connectivity globally respond to client and user requests via telephone, email, and ServiceNow tickets. Use SCCM and remote desktop connectivity to access client systems. Perform advanced troubleshooting to diagnose and implement timely repairs to minimize downtime.

Key Achievements:

Ensure consistent adherence to Service Level Agreements SLAs , Help Desk Standard Operating Procedures SOPs , and best practices
Participated in team of Windows 7 Migration executing migration process of backing up application specific configurations, data files and 3rd party applications
Ability to identify security related risks through social engineering
Administered account unlocks and account movement between OUs.
Performed tier II troubleshooting leveraging Citrix administrative tools for customers with Citrix related application and connectivity issues
Proficient direct support for VPN connectivity issues.
Contributed support as a SME for Mobile Iron issues relating to iOS and Android Devices.
Provided front line support to users on ServiceNow during implementation.
Delivered front line support to our users during the Windows 7 Migration.
Created and maintained company application and service Support Plans
Identified as a SME for outlook during the Lotus Notes to Outlook Migration providing to ensure accurate configuration for email, calendars, and contacts

Confidential

Tier II Technician

Technical Scope: Windows XP, Microsoft Management Console SCCM , Remote Desktop, COTS Software, Remedy, Blackberries, iPhones, iPads, PDAs, PCs, Laptops, Printers, Scanners
Handled Tier II III technical support via telephone, email, and in-person request for all systems, equipment, software, devices, and connectivity following established SLAs and SOPs. Promptly and efficiently troubleshot, diagnosed, and resolved issues monitored and updated tickets in Remedy connect remotely to client systems. Trained new and current employees provided desk-side end-user support / assistance for applications and equipment.
Confidential

Proprietary Systems Specialist

Technical Scope: Windows XP, Microsoft Management Console SCCM , Remote Desktop, COTS / GOTS Software, Remedy, Blackberries, PDAs, PCs, Laptops, Printers, Scanners
Provided Tier I and II technical support to end-users regarding system, COTS / GOTS software, network connectivity, equipment, and devices remotely accessed client systems. Reviewed, tracked, and updated Remedy tickets. Adhered to all SOPs and SLAs ensured timely response and resolution. Trained and assisted end-users with desktop applications and equipment.

Confidential

Tier II Technician

Technical Scope: Windows Vista / XP, Microsoft Management Console SCCM , Remote Desktop, COTS / GOTS Software, Remedy, Data Armor, Blackberries, PDAs, PCs, Laptops, Printers, Scanners
Delivered timely Tier II and III technical support to telephone, email, and Remedy ticket requests troubleshot and diagnosed issues, repaired equipment, systems, software, and connectivity following SLAs and SOPs. Used remote desktop applications to log into client systems and workstations.

Key Achievements:

Installed, setup, and maintained Data Armor.
Installed and configured Credant encryption software for all travel laptops in government-supported agencies to ensure secure data transfer.
Assisted with migration from Windows XP to Windows Vista operating system.

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System Administrator Resume Profile

MD

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