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Systems Administrator  Resume

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TECHNICAL SKILLS:

Operation Systems: Windows XP; Windows 7,8,10; MS Windows Server 2003, 2008, 2012 (installation & configuration); iOS11.4; Blackberry OS

Software Applications: MS Office Suite 2003, 2007, 2013 Office 365, (Access, Excel, PowerPoint, Word, Outlook); Lotus Notes 8.5; Symantec Backup Exec 12.5; MS Windows Server 2008, 2012; MS Exchange Server 2003, 2007; driver installations; BMC 7.6 Remedy Ticketing software; Service Now; Imaging Laptops and Desktops via Smart Deploy USB; VPN accounts and Remote Desktop; Citrix; Cerner Works; Active Directory; LDAP; HP Operations Manager; Orion; SQL; DameWare; Salesforce; Blue Matrix; Local Intranet; Kaseya

Hardware: Dell/Lenovo desktops & laptops; Local/Network printers; Cisco/Nortel/Avaya/Polycom telephone systems; iPhone 6; Blackberry’s; various projector systems; general computer builds and repairs; hardware installations and swaps; general networking experience (running cables, troubleshooting connections, activating ports); Cisco ASA Routers/Switches; Arris/Ubee Voice and internet modems; Video Teleconferencing Systems;

PROFESSIONAL EXPERIENCE:

Confidential

Systems Administrator

Responsibilities:
  • Comprehensive application support for standard office productivity and other proprietary applications
  • Active Directory support, account creation, and maintenance
  • Exchange account management, suspension, and deactivation
  • Maintain and update SharePoint helpdesk system
  • User account management for application and phone systems
  • Mobile device management via Mass 360, Air Watch
  • Enforcing desktop security protocols
  • Track and respond to user queries
  • Level I support when needed by Management
  • Manage all communication with financial clients and vendors via email, phone, and in - person
  • Supported over 1500 hundred both Linux and Windows servers
  • Worked with Linux and Windows System Administrators to solve more complex network issues
  • Worked with strict SLA response times for production environment of under 5 minutes
  • Resolved approximately 30-35 incidents/requests generated from clients through Service Now Ticketing System
  • Monitored Syg log server and Zabbix for any issues in Production/Development environment

Confidential

Tier 3 Analyst

Responsibilities:
  • Supported over 8,000 end users in 49 different states with their IVR telephone issues
  • Resolved about 10 tickets per day on average via HEAT ticketing system
  • Assisted users and installed POLYCOM telephones/headsets for new DOL staff
  • Updated our inventory and managed the daily operations of our VOIP systems
  • Deleted and modified accounts in our IVR telephone systems
  • Main POC for all headset issues
  • Monitored production systems using HP OpenView and other applications and responded accordingly
  • Responded to production support issues and documented them in Magic (incident tracking system)
  • Worked with Global Command Center Analysis and Resolution team in creating permanent resolutions/fixes
  • Performed manual tasks in support of Data Center Operations
  • Responsible for importing and removing media tapes in data center everyday
  • Monitored and supported over 200 servers
  • Answered and escalated phone calls from global helpdesk or internal staff
  • Followed all daily operation’s processes and procedures
  • Assisted other Operations Engineers, as needed

Confidential

Help Desk Analyst

Responsibilities:
  • Supported over 10,000 users with technically issues remotely
  • Primarily trouble shot various financial applications and the Lotus Notes email client
  • Monitored Remedy Queue
  • Performed numerous projects for the new Windows 7 Migration
  • Trained new employees on new systems and policies
  • Deployed 600 PC’s
  • Installed hardware components and various peripherals such as keyboards, mouses, wireless cards, and monitors
  • Accounted for all of their new and old IT inventory
  • Performed daily cleaning operations for all cubicals
  • Assisted in maintaining LAN/WAN operations
  • Performed upgrades on systems to ensure longevity
  • Installed a large variety of different software remotely on users machine either via GoToAssist or RDP
  • Provided second level technical and IT support to doctors and staff in the hospital to troubleshoot their issues
  • Answered technical questions regarding various software products
  • Managed users network accounts Active Directory/VPN
  • Facilitated and participated in conference calls with colleagues and other departments
  • Installed, configured, troubleshoot PC’s, servers, printers, laptops, and phones

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