System Administrator Resume Washington, DC - Hire IT People

SUMMARY

Currently seeking a role in the project management spectrum that would help to develop my leadership skills while utilizing my mid-level technical background.

TECHNICAL SKILLS

Extensive soft skill set including time management/multi-tasking and decision making/problem solving. Education in Leadership, Business Communication, and Team Management.
Project + and PMBOK Guide knowledge. Working knowledge of the ITIL v3 framework.

PROFESSIONAL EXPERIENCE

Confidential,Washington, DC

System Administrator

Manage day to day operations such as monitoring system wide performance, applying OS patches and security updates.
Responsible for managing tape libraries via DPM Admin Console. Manage server backups and ensure data integrity for offsite storage.
Develop Standard Operating Procedures (SOP) procedures to maintain IT security and usage. Responsible for implementing, designing and planning projects and contracts to increase overall IT system performance.
Responsible for buying, ordering, negotiating prices on all IT related equipment.
Evaluate and test opportunities to enhance current software, hardware and processes.
Develop employee training manuals, articles, and trainings as related to end user support and education.

Confidential, Alexandria, VA

Major Incident Management /Problem Management

Translate technical information from automated server errors for end users for better comprehension.
Monitor and analyze Service Desk call volume, HPOV SiteScope, and Incident Records to identify trends or significant issues.
Document and/or review service reports, RCAs, and system logs to report to the Problem Manager.
Work with various support groups to provide rapid recovery of the affected AIS(s), determine campus-wide impact, resolutions, and future preventions.

Confidential,Alexandria, VA

Accounts Management/Request Fulfillment

Experience with assigning, modifying, and creating RSA tokens/FOBs in RSA Authentication Manager (V 8.1) web based application. Extensive experience with modifying users account according to permissions requested.
Advanced use with Active Directory, not limited modifying, creating/mirroring, and deleting/deprovisioning users accounts, distribution lists, mailboxes, test accounts and elevated rights accounts in Active Directory.
Create and enable users accounts in Lync Server 2010.
Serve as a liaison for the Service Desk to government employees and contractors and provide support services for new and pending service requests.
Held training courses for Service Desk Technicians on Request Fulfillment procedures. Developed a training curriculum and materials such as presentations and informational packets.
Contribute to the Knowledge Based Articles (KBA) within ITSM.

Confidential,Alexandria, VA

Help Desk Analyst

Troubleshoot and diagnose PC hardware and software issues over the phone and resolve or escalate when necessary, in order to minimize end user downtime, increase productivity, and provide a world class customer experience.
Troubleshoot, document, prioritize, and escalate help desk tickets as required within the specified timeframe.

Confidential, Washington, DC

IT Help Desk Analyst

Manage Call Center queue with resolving and properly routing misrouted tickets in order to meet SLAs.
Enter in service incidents/work orders using the Remedy web-based application. Assigned tickets properly according to urgency and priority.

Confidential,Washington, DC

Records Management Officer

Answered migration related service calls and deployed help desk technicians to service clients with migration related issues.
Updated information into the Microsoft Dynamics CRM record database and compiled daily status reports to the project manager for auditing or other purposes.