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Lead Technology Support Admin/engineer Resume

San Francisco, CaliforniA

SUMMARY:

Certified IT professional with hands - on technical, engineering, project management, and management/team leadership experience in a wide rage of industries and technologies. Learns new or customized systems quickly, which has resulted in extensive network, engineering, and support experience with a wide variety of Intel server and PC/Macintosh workstation hardware and software. Proactive approach geared towards avoiding and/or minimizing end-user problems before they occur. Works well with minimal supervision in a team or as individual contributor. Results oriented individual, committed to meeting and exceeding requirements. Led and supervised network and help desk teams, both locally and globally. Managed projects from conception to completion. Experienced with user and technical documentation in both paper and web formats.

EXPERTISE IN:

  • Information Technology
  • Migrations/Upgrades
  • Operations management
  • Network Engineering
  • Systems Integration
  • Multi - Platform Networking/Support

TECHNICAL EXPERTISE:

Operating Systems: Microsoft Windows (All Versions/Desktop and Server), Mac OS X (All Versions/Desktop and Server), Novell NetWare, Some Unix/Linux Experience and training

Hardware: Compaq, HP, Dell, Apple, Cisco Routers/Switches/Firewalls/Wireless, Brocade Switches, APC Confidential, Various SAN/LAN/WAN Hardware, Various Tape Libraries

Software: Casper/JAMF Pro, Microsoft Exchange/Active Directory/SQL Server/IE/Office/SCCM/Visio, VMWare Fusion, Adobe Acrobat and Creative Suite applications, Extensis Universal Font Server, Serendipity, EFI Fiery XF, Citrix MetaFrame, HP OpenView, FileMaker Pro, Quark Express, Word Perfect, Symantec Anti-Virus/Utilities/Ghost, McAfee Anti-Virus, Numara Help Desk/Inventory Management, Trend Anti-Virus, ArcServe, Veritas Backup Exec/NetBackup, EMC Retrospect

Networks/Protocols: LAN/WAN, TCP/IP, IPX/SPX, NETBEUI, WINS, DNS, DHCP, POP3, SMTP, FTP, TELNET, VPN, NAT, TFTP, Ethernet, Wireless 802.11 a/b/g/n

PROFESSIONAL EXPERIENCE:

Confidential, San Francisco, California

Lead Technology Support Admin/Engineer

Responsibilities:

  • Provided centralized Macintosh support leadership, testing, engineering, and end user support for worldwide 1000+ Macintosh user base.
  • In addition to supporting local users directly, either directly supported remote users or assisted local support at larger offices with Macintosh support.
  • Lead the testing and deployment of new macOS upgrades and application upgrades including, but not limited to: hardware obsolescence projects, corporate wide macOS upgrades, Adobe Creative Suite and named Creative Cloud migrations.
  • Managed large projects to deploy latest macOS versions from initial testing, troubleshooting, determining hardware compatibility and replacement specs, assisting engineering team with Casper/JAMF Pro image/DEP deployment, and overseeing full deployment to entire corporation.
  • Handled escalated Level 3 support for all end user support issues.
  • Worked with NetBoot, Deploy Studio, Casper/JAMF Pro, SCCM, and LANDesk management systems.
  • Was primary support for Serendipity, Extensis Universal Font Server, EFI Fiery, Final Cut Pro, and FileMaker systems.
  • Assisted with Windows Support and corporate wide rollout of Windows 7 Pro and Windows 10.

Confidential, Atherton, California

Network Administrator

Responsibilities:

  • Held multifaceted responsibilities to configure, install, and administer large campus-wide network infrastructure that supported 250 faculty/staff and 800 students. Ran a server consolidation pilot test using VMWare.
  • Oversaw help desk support staff and provided high level support for Windows and Macintosh clients.
  • Built computer images for over five hundred new and upgraded workstations deployed throughout the campus and assisted help desk staff with their rollout.
  • Designed, specified, and recommended new network firewall, servers, wireless expansion, Confidential protection, and Macintosh infrastructure.
  • Totally rewired server room to replace aging systems, organize patch panels, and provide proper Confidential coverage for all systems, saving time and money due to unplanned downtime.

Confidential, San Francisco, California

Systems Engineer

Responsibilities:

  • Provided direct support for mission critical AVID and Final Cut Pro editing suites.
  • Performed upgrades to NetApp server, Macintosh Xserve server, and editing suite software.
  • Assisted with support of other network devices and windows and Macintosh workstations.

Confidential, San Francisco, California

Systems Engineer

Responsibilities:

  • Supported two site, WAN connected, four domain server Active Directory Forest, which contained over 100 Windows 2000/2003 web, application, and Citrix member servers.
  • Supported Windows and Novell clients in Veritas NetStorage backup environment consisting of Unix and Windows master/media servers. Led the local migration from fifteen NetWare 4.11 servers on multiple NDS trees to a new single NDS tree consisting of NetWare 6 clusters and NetWare 5.1 servers for 4,000 local users and 750 printers.
  • Global network designed to support 10,000 plus users when fully migrated. Worked with departmental user administrators using e-mail, documentation, and hands-on training to allow them to locally administer access to their shared data and act as the first point of contact for user problems, reducing dependence on central Help Desk and minimizing downtime and costs. Installed, configured, troubleshot, upgraded, and customized three node NetWare 6 cluster.
  • Customized NetStorage web interface, task tracking web interface utilizing Active Server Pages and Microsoft SQL Server databases.
  • Worked with global network teams to test, deploy, and troubleshoot patches, services packs, and virus protection on Novell and Windows servers.

Confidential, Mountain View, California

Senior Network Administrator/Mountain View Team Lead/Novell Global Team Lead

Responsibilities:

  • Managed local Mountain View, CA network at all levels; design, proposing improvements, budgeting, purchasing, installing, maintenance, and troubleshooting. In addition to responsibility for all Windows/Novell servers and LAN/WAN equipment in Mountain View, had oversight responsibilities for global (4 main offices and 20+ field offices) Novell issues, coordination, upgrades, maintenance, and troubleshooting. Worked with parent company to design enterprise-wide Active Directory layout and lab tested servers to prepare for a global migration.
  • Worked with global Microsoft Exchange migration team to plan configurations, specify hardware, and install two local Exchange servers as part of global e-mail upgrade, which brought Dialog’s e-mail system inline with parent companies’ mail system.
  • Designed and upgraded old daisy-chained hub/switch LAN to Cisco Catalyst 4000 switched LAN for Mountain View, CA and Cary, NC offices.
  • The upgrades and network design changes reduced network outages, improved throughput to servers via Gigabit Ethernet, allowed for the use of VLANs, and reduced backup times.
  • Provided support, as part of planning team, charged with identifying software and hardware requirements for the installation of three MetaFrame XP servers in Europe. New centralized MetaFrame servers allowed field offices to retire local servers and saved administration costs.
  • Planned, purchased, and installed two APC Symmetra datacenter UPSes and reorganized power distribution in datacenter.

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