TECHNICAL SKILLS:

Languages: BASH, HTML, CSS, work on projects with VBScript, JavaScript and XML.

OS: Windows 3.x/95/98/ME/XP/Vista/7, Workstation 2000/2003, Server 2000/2003/2008, MAC OSX, Debian, Ubuntu, Mint

Cloud Platform: AWS, AZURE, O365, G - Suite.

Software: MS Office 95/97/XP/ 2003/2007/2013 Suite, MS Project 2003/2007/2013, MS Visio 2003/2007/2013, MS SharePoint, MS SCCM (System Center Configuration Manager) 2007 R2, MS OCS (Office Communication System), NAS/SAN, DFS, Microsoft Access Point, Microsoft Publisher, Microsoft Visual InterDev, Active Directory, Akamai, Apache, Splunk, Cloud Computing, DNS, Keynote, LAMP, GIT, Puppet, Load Balancing, Memcached, MS Windows 2003/2008, MySQL, Open-Source, PostgreSQL, Replication, SNMP, Solr, SVN, Tomcat, Perl, varnish, MAC Office 2004/2008, Adobe CS 3/4/5, Macromedia Flash, Repliweb, Homesite, PCAnywhere, Paint Shop Pro, Swish, FTP Programs, Norton Ghost 10 and 14, SCCM, Disk Image

Virtual Machines: VMWare, vSphere, AWS, KVM, Toshiba IPEdge PBX

Ticketing System: Jira, Clarify, Remedy, cSupport, iSupport, Spicework

Remote Support: Logmein, GoToAssist, GoToMeeting, MS Office Communicator, Glance, Lync, Skype, Team Viewer

PROFESSIONAL EXPERIENCE:

Confidential, Virginia Beach, Virginia

Systems Administrator

Responsibilities:

• Engineering of SA-related solutions for various project and operational needs.
• Install new / rebuild existing servers and configure hardware, peripherals, services, settings, directories, storage, etc. in accordance with standards and project/operational requirements.
• Install and configure systems such as supports GIS infrastructure applications or Asset Management applications.
• Develop and maintain installation and configuration procedures.
• Contribute to and maintain system standards.
• Research and recommend innovative, and where possible automated approaches for system administration tasks.
• Identify approaches that leverage our resources and provide economies of scale.

Confidential

Operations a nd S upp ort

Responsibilities:

• Perform daily system monitoring, verifying the integrity and availability of all hardware, server resources, systems and key processes, reviewing system and application logs, and verifying completion of scheduled jobs such as backups.
• Perform regular security monitoring to identify any possible intrusions.
• Perform daily backup operations, ensuring all required file systems and system data are successfully backed up to the appropriate media, recovery tapes or disks are created, and media is recycled and sent off site as necessary.
• Perform regular file archival and purge as necessary.
• Create, change, and delete user accounts per request.
• Provide Tier III/other support per request from various constituencies. Investigate and troubleshoot issues.
• Repair and recover from hardware or software failures. Coordinate and communicate with impacted constituencies.
• Perform on call support after business hours, monitoring and responding to email for end users support or system alerts that require attention.
• Support staff will be available to answer phone and have laptop connectivity during assigned posted on call hours.

Confidential

Maintenance

Responsibilities:

• Apply patches and upgrades on a regular basis, and upgrade administrative tools and utilities. Configure / add new services as necessary.
• Upgrade and configure system software that supports GIS infrastructure applications or Asset Management applications per project or operational needs.
• Maintain operational, configuration, or other procedures.
• Perform periodic performance reporting to support capacity planning.
• Perform ongoing performance tuning, hardware upgrades, and resource optimization as required.
• Configure CPU, memory, and disk partitions as required.
• Maintain data center environmental and monitoring equipment.

Confidential, Norfolk, Virginia

Jr. Linux Systems Administrator

Responsibilities:

• Assess servers and applications in Development and Live environments to ensure a very high level of availability and speed Improve availability and reliability of existing virtual infrastructure.
• Work with other system administrators, developers and database administrators to update systems, resolve issues, and fix bugs.
• Setup Virtural Machine environment using AWS, VMWare and KVM.
• Packaging open-source modules and upload to private Repository.
• Troubleshooting Apache, SOLR, ElasticSearch, MongoDB, MySQL and LAMP stacks infrastructure.
• Monitoring systems performance using CheckMK, NewRelic, Splunk and Nagios.
• Automate server system setup and configurations with Puppet and Bash scripting.
• Ensure web site high availability
• Collaborate with internal teams and customers
• Provide afterhours on-call support.

Technologies: Linux Administration, AWS, VMware, vSphere, KVM, Apache/Tomcat, Cloud Computing, GIT, LAMP, Load Balancing, Memcached, MySQL, ElasticSearch, Solr, MongoDB, Open-Source, Replication, Nginx

Confidential, Chesapeake, Virginia

Web Administrator/Data Analyst

Responsibilities:

• Work with others to analyze collected requirements, translate into Hosting and Delivery solutions, and to ensure that identified solutions meet customer needs and expectations.
• Monitor performance to identify and help resolve system Hosting problems.
• Investigate and resolve problems on selected software products and standard systems.
• Learn to apply appropriate tools to analyze, identify and resolve technical problems.
• Available for after hour maintenance and escalations as needed.
• Maintain security, integrity and business continuity controls and documents.
• Work closely with Customer Support organization to maintain application and managed hosting service levels through disciplined change management, capacity planning and scaling as needed.
• Work closely with customers to ensure work preformed meets customer requirements.
• Gain knowledge on emerging tools, techniques and technologies. May participate in self-paced or structured development program to enhance capabilities to perform accountabilities and responsibilities of the position.
• Other responsibilities as needed including operating system patching for customer servers, backups administration, internal system support, account management, documentation and auditing.
• Manage complex multi-tiered load balanced web application environments
• Deploy software updates during overnight maintenance windows
• Ensure web site high availability
• Collaborate with internal teams and customers
• Provide after hours support when needed

Technologies: Active Directory, Akamai, Apache, Cloud Computing, DNS, GIT, Keynote, LAMP, Linux, Load Balancing, Memcached, MS Windows 2003/2008, mySQL, Open-Source, PostgreSQL, Replication, SNMP, Solr, SVN, Tomcat, VMware, django, nginx, noSQL, Perl, varnish

Confidential, Norfolk, Virginia

Manager, Technical Support

Responsibilities:

• SharePoint Administration
• Include all responsibility for Technical Support Specialist
• Supervise Technical Support Specialist staff members.
• Assign work to Technical Staff to ensure timely and effective responses to users' needs
• Monitor Technical Support operations and escalations.
• Oversee technical problems and resolutions to determine trouble trends or problem-support areas and ensure that support procedures are followed
• Provide management reports on Technical Support operations and issues regarding the support of information resources on a weekly basis
• Work closely with department contacts on issues to improve customer relations and Technical Support
• Train Technical Support specialists on operational procedures and troubleshooting techniques.
• Provide training on new hardware, software applications and technology solutions.
• Maintain and Track organization Assets.
• Coordinate equipment acquisitions, upgrades, and recycling and recommend alternatives.
• Work directly with supported organizations to provide assistance and resolution to information-technology related issues.
• Review survey responses to ensure that correct technical responses have been made and provide follow-up or escalation to support staff members or management, as needed
• Perform any additional duties assigned by the Director and CIO.
• Provides on-call after hours support for Directors, Officers, VPs and President.

Confidential, Chesapeake, VA

A Level 1 Technical Support

Responsibilities:

• Representative traditionally provides initial support for customer requests via telephone, email, fax, or other available means of contact to the Support Center. Quickly assesses the users issue and provides first level support for problem resolution. Documents information specific to the resolution and escalates unresolved issues expeditiously to the appropriate area.
• Answer incoming calls and requests, troubleshoot, solve problems and provide resolution to supported users within the contracted scope of support for each client. Document all case information into the Clarify Case Resolution System.
• Follow through with users whose issues are not closed on initial contact, which may include additional communication to the user, a supervisor, or other support areas within the team; i.e. Hardware Liaison, Technical Liaison, etc.
• Documentation of all case information and updates as information becomes available
• Identify and document troubleshooting techniques/steps
• Complete Weekly Personal Time Watch
• Assist in QC and/or distribution of client databases or software, as needed.
• Respond to miscellaneous request and research from internal staff as directed by the Supervisor.
• Attend job-related training.
• Accountable for first line customer support
• Accountable for learning and maintaining knowledge.
• Understand the Scope of Support contracted by the Client and escalate any requests for out of scope support to a supervisor
• Performing Related Duties within Contracted Client Service Level Agreements
• Working Knowledge of MS Office Products and other standard software applications
• Comprehensive understanding of laptop and desktop functionality
• Good Listening Skills and the Ability to Empathize
• Ability to multitask (Talk and Type) to Record Timely and Complete Information
• Communication Skills - Oral/Written.
• Flexible, adaptable and be able to work in a high-pressure team environment while multi-tasking

Confidential, Norfolk, Virginia

Technical Support Specialist

Responsibilities:

• Creating, deleting and modifying user accounts, group policies, distribution groups and security groups in Active Directory.
• Imaging laptop/desktop/servers using Ghost 14 and SCCM.
• Install and repair in particular but not limited to laptops, desktops and peripherals.
• Act as a liaison between customers and internal support staff to assure accurate problem interpretation.
• Review open work orders daily; Follow up with open work orders and ensure prompt resolution and customer update.
• Provide routine day-to-day support, troubleshooting, advice and direction to employees experiencing network difficulties in particular but not limited to LAN/WAN/WWAN Connectivity, VPN, E-mail and terminal services related issues.
• Provide routine day-to-day support, troubleshooting, and vice and direction to employees experiencing software difficulties and/or usage including but not limited to Windows XP/Vista/7, MAC OSX 10.5/10.6, MS Office 2007 Suite, Adobe CS4/CS5 Suite and any applications used by employees.
• Troubleshooting issues with office technology equipment such as copiers and printers
• Provides on-call after hours support.
• Perform any other duties assigned by the manager.