Experienced Windows Systems Administrator/Desktop Technician, with award - winning interpersonal and customer ervice skills. Experienced in desk-side support and remote systems troubleshooting and administration. Utilizes established processes for daily task management, monitoring, and reporting, using systems proven to keep the customer informed, build good customer relations and provide high quality support to the customer.
OPERATING SYSTEMS: Windows NT/2000/XP/7, Windows 2003 Server, and Active Directory
SOFTWARE: Microsoft Access, Microsoft Office Suite, Microsoft Systems Management Server (SMS)2.0, 2003, and Microsoft Systems Center Configuration Manager ((SCCM) (SMS 2007)), Remedy Change Management System, Seibel Change Management System
Confidential, McLean, VA
- Performed typical “helpdesk” functions.
- Resolved user’s problems such as account lock-outs, lost mappings, printing issues, CAC-related problems, connectivity issues, to name a few.
- Familiar with thin (virtual) clients
- Familiar with digital senders
- Troubleshot & resolved printer and copier problems.
- Obtained hands-on experience configuring/hardening laptop computers and prepping them for OS upgrades via SCCM scheduled tasks to include manually adding them to Active Directory and the SCCM database.
- Received training on upgrading the OS and configuring GRRP systems.
- Developed procedures and wrote a blog that provided users with answers to questions that arose as a result of a recent enterprise-wide configuration change and also provided solutions to problems encountered as the result of this change.
- Assisted with the development of templates that would be used to customize the Remedy Ticketing system that was being implemented.
- Took on role as the Primary Customer Service POC within the IT department which resulted in customers having a “recognizable face for customers to interact with and an assurance that regardless of how large or small, their problem was important and would be resolved correctly and as quickly possible.
- “Provided leadership guidance to peers which inspired and motivated them to excel in their positions- creating friendly competition” within the team.
- Recognized as a real “team player and an asset to any organization.” (Letter of Recommendation, June 30, 2013)
Systems Administrator/Jr. SMS/SCCM Administrator
Confidential, Washington, DCResponsibilities:
- Provide remote end-user technical support and systems administration to mission-critical and non-critical Enterprise systems on secure and non-secure networks.
- Collaborate with engineers on updates, patches and/or changes and package by them in preparation for deployment via SCCM.
- Create query-based and direct-add Standard and Ordered Deployment collections.
- Coordinate, schedule and performs deployments, verify deployments using check scripts and SCCM web reports.
- Write standard operational procedures (SOPs), provide training and guidance to team members to ensure accurate and consistent implementation.
- Work directly with program managers, other systems administrators, & users to ensure requirements are clearly defined, reasonable timelines are established and tasks are completed on or ahead of time; requesting extensions when necessary, to insure Service Level Agreements (SLAs) are not compromised.
- Accurately document each phase of progress when working a trouble ticket, to include if, how, and why it was or was not was completed successfully, and provide recommendations on what needs to happen next. The customer is always kept informed.
- Ensure client health on workstations. Repair/Install CCM clients so workstations are able to receive software and updates, and security patches remotely via advertised SCCM deployments and report back correctly via SCCM web reports.
Lead Systems Administrator
Confidential, Washington, DCResponsibilities:
- Installed and troubleshot Microsoft Windows operating systems, standard Microsoft products, Adobe products and other software applications requested and used by the customer.
- Installed and troubleshot hardware on workstations.
- Troubleshot, identified and repaired printing/printer-related problems.
- Installed and troubleshot Common Access Card (CAC) readers.
- Troubleshot and repaired user profiles on workstations.
- Designated Project Lead on the “Public Key Infrastructure (PKI) Implementation” task. Organized a team of eight systems administrators, clearly defined the requirements, provided training on the process and assigned each of them a specific area in the building for which they would be responsible. PKI certificates were installed on 2500+ workstations before the deadline and the team was awarded an “Outstanding Team Performance” award for the expeditious execution and completion of this task.
- Quickly became the “go-to person” on the team when “out of the ordinary” problems were encountered.
- Configured a server and 12 workstations intended for a unique group of users. Audited and tested the systems to ensure they met security requirements necessary for accreditation.
Confidential, Washington, D.C.Responsibilities:
- Maintained and updated established internal program websites on several networks, with content provided by the customer.
- Developed, maintained, and updated several websites using HTML, Microsoft Notepad and Microsoft FrontPage.
- Wrote a Concept of Operations (CONOP) and SOP for new websites.
- Ensured new content complied with formatting requirements.
- Using in-house scanning tools, scanned all new content was viruses-free and contained no unauthorized verbiage.
- Technical lead on Hub Consolidation task. Due to its frequent failure, users whose systems were connected to that hub often and unexpectedly were unable to work because of non-connectivity. To remedy this problem, users were moved off of the failing hub and onto a new one. Once all users were migrated off of the failing hub, it was removed from the network. As a result of this effort, users no longer experienced frequent and unexpected down time. This increased their productivity and eliminated a source of unnecessary stress and frustration.
- Managed and performed routine maintenance on two Windows NT File and Print Servers, and one Microsoft Exchange server.
- Created user and computer accounts and Groups, applied policies and managed them according to Microsoft and organizational guidelines.
- Replaced hardware, re-mirrored hard drives, installed operating systems and software, and performed routine tape back-ups of servers.
- Remedy was used for trouble call assignment, task management and reporting.
- Used a Microsoft Access database for asset management.
- Performed monthly statistics analyses and provided monthly status reports to management.
- Participated in working groups, Technical Engineering meetings, and team meetings.