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Sr Systems Engineer Resume

VA

SUMMARY

Seeking a position in information technology where I can deliver quality service to clients.

TECHNICAL SKILLS:

Project Management PICCT Help Desk application HP SCCM Instructional System Design and Development BMC Remedy Active Directory PC Desktop Support Web - Ex Teleconferencing Digital Communications Access Control Vendor Relations Customer Service Software Training Soft Skills Training Technical Training TCP/IP Wireless and Wired Networking Oracle Applications (HR, OAB, GL, AP, AR) TCP/IP GE Picture Perfect Linux Mac OS Windows 7 Microsoft Office 2007 Microsoft Office 2010 Microsoft Office 2013 Android iOS Learning Management Systems SharePoint Cisco Secure Services Client WiMax Windows 7 Windows 8 Windows 10 Windows Server Suites Broadband Technology Windows Vista SnagIt Voice over IP SQL Web Programming Identity Access Management

PROFESSIONAL EXPERIENCE:

Confidential, VA

Sr Systems Engineer
  • Manage daily inbound and outbound shipments.
  • Ensure monthly SLA’s are met regarding refresh deployments and refresh related service desk tickets.
  • Communicate with users any issues or concerns that may arise regarding refresh deployments.
  • Unboxing new computer equipment, including laptops, desktops, and tablets.
  • Setup and configuration of equipment.
  • Installation and configuration of software applications, including MS Windows 7, MS Windows 10, MS Office, and numerous in-house applications with supporting software.
  • Confirming backups and restoring data to new equipment.
  • Communication with customers via phone, instant messenger, and email.
  • Support using remote control tools for assisting with data restorations, software installation and configuration, and troubleshooting various issues as they arise.
  • Managing shipping logs.
  • Manage customer communications.
  • Packaging and shipping equipment once setups are complete.
  • Working with all levels of the organization.
  • Responsible for completion of multiple systems on a daily basis with STRONG attention to detail.
  • Executing detailed instructions accurately and consistently.
  • Monitor and respond to tickets in the support queue as appropriate to defined SLAs.
  • Document procedure updates as they are needed.
  • Create various scripts to automate certain processes within the software deployment environment.
  • Assist with various projects as requested, ranging from software installation automation, OS installation automation, software configuration, networking issues, testing of hardware and software, recommending hardware to the hardware compatibility team for hardware replacement resulting in EOL, diagnosing various system issues that require an in-depth knowledge.
  • Manage system backups.
  • Monitoring and log review of all systems.

Confidential, Charlotte, NC

Sr Systems Engineer

  • Manage all IT services for 20+ clients in the Charlotte area. Providing level1-level3 support.
  • Clients include, but not limited to pharmacies, doctor’s offices, investment firms, race teams.
  • Deploy and manage Windows and/or Linux servers in a physical and virtual environment.
  • Deploy and manage Windows, Linux, and Mac workstations and laptops.
  • Understanding and experience with IIS, Tomcat, or Apache webservers.
  • Working knowledge of TCP/IP, DHCP, DNS, Active Directory, DNS, SMTP, DHCP, Internet standards and network security.
  • Maintain LAN/WAN connectivity and services - Avaya, Sonicwall, Cisco, Fortigate.
  • Maintain phone system connectivity and services - IPECS, PBX, Cisco
  • Manage DNS records and web hosting for clients.
  • Perform as dispatcher, answering initial call, triaging the issue, and assigning priority and resources as needed.
  • Support Tablet PC, phone, and custom application support for clients.
  • Managed and maintained POS systems at various client locations.
  • Managed and maintained pharmacy specific software.
  • Monitor and respond to calls in voicemail and email queue as appropriate to defined SLAs.
  • Provide after hours on-call support.
  • Create how-to guides, project plans with metrics, and documentation.
  • Conduct performance tuning, system security/hardening, IO monitoring and analysis.
  • Manage system backups.
  • Monitoring and log review of all systems.
  • Performed software updates and system maintenance on servers and workstations as determined by monitoring system logs.

Confidential, Charlotte, NC

IT Support Technician Tier 1

  • Build positive relationships with user community by providing excellent service/support and consistent communication as appropriate.
  • Contribute to the continuous improvement of IT support function by identifying opportunities for improving efficiencies and effectiveness.
  • Provide help desk support for requests coming in over the help desk phone line, private phone lines, voice mail, email, and walk-ins.
  • Desktop hardware and application support for internal users.
  • Tablet PC and custom application support.
  • Handheld PC and custom application support.
  • First level end user application and web site support for internal users.
  • Technical and end user application support for external customers using Steritech applications and services.
  • Perform as dispatcher, answering initial call, triaging the issue, and assigning priority and resources as needed.
  • Monitor and respond to calls in voicemail and email queue as appropriate to defined SLAs.
  • Strictly follow the defined SOP of trouble ticket, ticket escalation and notification, and ticket resolution.
  • Work with 3rd party technical support, vendors, and Telco as required resolving issues.
  • Perform hardware builds and setups as assigned to support ongoing Operations Projects.
  • Work with Infrastructure and Development Support Teams on network and server projects, upgrades, and support as requested.
  • Participate in on-boarding and training of new IT Support Specialist as requested.
  • Provide web conferencing as needed.
  • Resolve and/or escalated issues to IT Support Analysts or the IT Support Supervisor in a timely manner.

Confidential, Charlotte, NC

IT Systems Engineer/Web Programmer/Product Developer/Tier 3 Helpdesk

  • Prepared testing scripts and performed end-user testing of new workflows prior to integration into the production environment. Reduced ambiguity in operational workflow once introduced to staff.
  • Performed structured query language (SQL) queries to retrieve, update, display, and modify requested information from, and within, various databases. Ensured systems were consistent across platforms.
  • Created customized workflows, which allowed end-user access to critical database information through a web-based interface, without them having to develop fluency in database functionality.
  • Developed mobile security systems for various law enforcement agencies and school systems throughout the world.
  • Help to initiate a program in North Carolina to assist school systems to purchase camera surveillance systems to be installed on school buses to monitor the safety of students. Providing a live view of the bus location, as well as passengers, and on-board diagnostic data.
  • Currently working on a student tracking feature, utilizing facial recognition, providing parents with a photo of their child as they board and off-board the bus, with a time stamp and location. This information is then sent to the parent via an application on their mobile device.

Confidential, Charlotte, NC

IT Security Analyst

  • Administered, tested, and implemented RSA SecurID in fast-paced, multi-platform environment for BlackBerry, iPhone, and Android devices; managed 700 software and hard tokens for domestic and international staff, contractors, and interns who required access to our systems.
  • Performed mobile device management functions on over 400 mobile devices; developed, tested, and implemented security policies for active devices, including the handling of lost electronic devices which housed sensitive data; evaluated third-party Mobile Device Management platforms for operations integration.
  • Produced reports for senior staff to outline risk factors; outlined vulnerabilities and mitigation methods, then acted as liaison between commercial vendors and inter-governmental agencies to implement penetration testing, network monitoring, and other security best-practices; achieved a security-issue-free convention.
  • Developed and implemented the incident response plan for the Democratic National Convention; considered various sensitive assets, personnel, possible threats, and response methodology in the event of an incident.
  • Performed risk analysis on third party software packages; collaborated with system administration to determine if further “hardening” of assets was required beyond what the vendors provided.

Confidential, Charlotte, NC

Help Desk Manager

  • Provided deskside support and used remote administration for headquarters, as well as remote offices; provided BlackBerry, iPhone, and Droid phone activation, problem resolution, and support, Database connectivity, Printing support, Add-Change-Remove within Active Directory, User Manager, Exchange Administration through Office 365, SharePoint, and Windows 7.
  • Imaged new and existing laptops with Windows 7 image; provided desktop support to customize any system to user specifications.
  • Supported organizational staff on software and hardware related issues, including, but not limited to proprietary and commercial-off-the-shelf(COTS) packages; performed phone, email, desktop, and remote desktop resolution.
  • Ensured internal procedures were documented and added to the Knowledgebase to provide consistency and concurrency of day-to-day operations.

Confidential, Charlotte, NC

System Administrator/Software Developer

  • Managed all onboarding for physical security access requests and authorization for Charlotte-Mecklenburg students, employees, vendors, and contractors using GE Picture Perfect and Physical Access Management System (PAMS); distributed documentation and user guides.
  • Onboarded all new employees for the United States; ensured proper credentials were created and access assigned for various sites, including, locations abroad.
  • Provided systems training and support to new access management credential administrators and access coordinators on best practices and procedures. Provided user access reports for review and modification.

Confidential, Charlotte, NC

Network Administrator

  • Responded to tickets from Enterprise Help Desk; provided business-to-consumer and business-to-business troubleshooting of network connectivity issues; tracked issues in ticket management system until resolution.
  • Monitored network activity; determined quality of service levels and reported faults for escalation to response teams; replaced faulty equipment when required.
  • Installed, tested, and integrated in-home wireless networks using Cisco/Linksys routers; setup security parameters; trained customers on proper maintenance and configuration in case of issues for remote employees.

Confidential, Charlotte, NC

Systems Engineer III

  • Provided phone support and used remote administration for international offices and headquarters; provided BlackBerry activation and problem resolution support, Database connectivity, Printing support, Oracle Applications, Essbase, Active Directory, User Manager, Exchange - Lotus Notes Migration Support, SharePoint, Windows Vista, Windows XP, Microsoft Office(2003, 2007), Calypso, AS400, AIX and VPN.
  • Recognized and awarded by upper management and Head of International Security for handling critical business issues; received 37 customer service awards and recognition in 18 months.
  • Analyzed problem, documented issues, and drafted implementation instructions for a technical work-around for a vendor-provided software application after determining components were missing from initial release.
  • Provided problem resolution with a first-call-resolution rate greater than 70% in a diverse environment.

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