Network Administrator/Help Desk Manager Resume Dallas, Texas - Hire IT People

SKILLS:

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and performance consolidating usage of machines through Hyper-V, leading to the deactivation of several obsolete and outdated servers.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.