Network Administrator/help Desk Manager Resume
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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and performance consolidating usage of machines through Hyper-V, leading to the deactivation of several obsolete and outdated servers.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.