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Network Administrator/help Desk Manager Resume

Dallas, TexaS

SKILLS:

  • Microsoft
  • Server 2003, 2008
  • Terminal Service
  • Active Directory
  • Exchange 2007
  • DNS
  • DHCP
  • Hyper - V
  • SonicWall
  • Content Filter
  • VPN
  • Symantec
  • Backup Exec 12
  • Barracuda Filters
  • WireShark
  • Equisys
  • ZetaFax Server
  • MS Office Suite
  • IIS
  • TCP/IP
  • Windows OS 7/Vista/XP

EXPERIENCE:

Network Administrator/Help Desk Manager

Confidential, Dallas, Texas

Responsibilities:

  • Improved network performance for both internal and external users through redesign of network infrastructure, removing both unneeded hardware and network bottlenecks.
  • Completed enterprise wide inventory of technical equipment allowing for implementation of companies first ever departmental budget.
  • Rebuilt Help Desk process and procedures with an emphasis on customer service, resulting in enterprise wide change in the perception of the network infrastructure department.
  • Worked with business units to steam - line processes improving productivity, performance while reducing expenditures
  • Utilized Backup Exec 12 to reorganize data center backups resulting in 97% increase in data recoverability.
  • Monitored server utilization and performance consolidating usage of machines through Hyper-V, leading to the deactivation of several obsolete and outdated servers.
  • Reduced call volume and turn over time of trouble tickets through development of technical documentation and procedures.

Help Desk Manager

Confidential, Dallas, Texas

Responsibilities:

  • Provided remote monitoring and technical support for 40 servers and 330 workstations throughout 15 different companies.
  • Coordinated problem resolution between Customer Care, Service Support Team and Zenith technical support team.
  • Scheduled backups/recoveries of both servers and workstations utilizing Symantec Backup Exec, Acronis and Zenith BDR.
  • Reviewed patches and scheduled installs for servers and workstations providing for minimal downtime and up-to-date software.
  • Developed processes and documentation for newly created Help Desk.
  • Utilization of various tools to block, detect and remove viruses.
  • Developed proactive monitoring of both servers and workstations resulting in highest possible uptimes for end users.
  • Created tiered escalation procedures ensuring quickest possible turnaround time on all issues.

Support Analyst

Confidential, Kansas City, Missouri

Responsibilities:

  • Provided remote monitoring and technical support for 100’s of sites worldwide, ranging from 5 to over 3,000 concurrent users.
  • Received and completed approximately 20 calls per day.
  • Resolved approximately 100 auto-generated tickets daily.
  • Provided temporary support accounts via Active Directory.
  • Provided Tier 1 investigation of Confidential Millennium software.
  • Building/rerouting printers in AIX and VMS.
  • Maintained database of backup tapes for all managed sites.
  • Increased the corporate knowledge base, creating 14 new solutions for existing issues.
  • Resolved Citrix server issues ranging from high memory usage to loss of connectivity.
  • Cleared drive space, created more space as needed for database usage.

Technology Analyst

Confidential, Kansas City, Missouri

Responsibilities:

  • Managed call queues resolving complex application, desktop and network issues for stores nationwide.
  • Maintained high quality standards regularly ranking in the top 10 for the department.
  • Exceeded Time Management Measurements taking/completing over 100 calls per month more than the department average.
  • Worked with retailers to resolve network connectivity, printing and various hardware issues.
  • Investigated sales reports determining issues with application scripting.
  • Rebuilt registers remotely after hardware/software failures.

Aviation Operations Specialist

Confidential, Yuma, Arizona

Responsibilities:

  • Worked as Assistant Information Systems Coordinator, Crew Scheduler, Flight Operations Specialist, Assistant Supply Chief, Temporary Additional Duty Clerk, and Barracks Deck Non-Commissioned Officer.
  • Developed computerized spreadsheets and databases for more efficient and accurate data processing.
  • Compiled data for use in prioritizing and scheduling aircrew and aircraft.
  • Coordinated between Confidential and Confidential for the most efficient means of supporting all flight requests.
  • Assisted ground crews at each destination to ensure appropriate space and utilities were available for flight completion.
  • Prepared operations plans and order, training directives and programs.

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