Systems Administrator Resume
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