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Support Specialist Technician Resume

Ann Arbor, MI

SUMMARY

  • 10+ years of experience in supporting Windows Server, LAN/WAN environments ranging from 120 to 2500+ nodes in Windows Operating Systems.
  • Experience with MS Windows 2012R2, 2008R2, 2003 Server, Tier 1 Azure / Office 365 Administration, and related desktop systems.
  • Tier I support on Routers/Switches, SAN/NAS, IIS.
  • Experience with Server Networking, IT Security, Identity Management, and Change Management concepts.
  • Experienced in fast - paced environments originating from end-user technical support, and grew into office LAN management, Data Center support, and Tier 1- 3 levels of application support.

PROFESSIONAL WORK EXPERIENCE

Confidential, Ann Arbor, MI

Support Specialist Technician

Responsibilities:

  • First month involved supporting relocation duties which were mainly going through each desk area, and gather all I.T. related hardware. I tan update the company inventory, check for warranties on HP and Dell printers, laptops and desktop systems.
  • Setup and imaging of laptops;. DISM, and WDS is used for imaging Windows 10 laptops.
  • Desktop Support, and Basic Networking trouble-shooting concepts are needed to resolve client systems incidences / tickets; involves administration of Office 365, SharePoint, Cisco AnyConnect VPN, ServiceDesk ticketing system.
  • Windows Server Administration 2003, 2008, and 2012R2 Active Directory, and DNS support, along with general Tier1 Azure / Office 365 Administration, which involves security and distribution group maintenance, permissions, creating accounts and DNS records.
  • Administration duties also involve backup maintenance, Confidential support, along with basic security camera administration as well.

Confidential, Southfield, MI

Systems Administrator

Responsibilities:

  • Setup and configure Orion monitoring vSphere 5.5 for administering virtual hosts running Windows 2k3, 2k8, and 2012
  • their is some exposure to clustering, load balancing, Linux servers, and networking devices, but here dis is only for when responding to alerts, gauging the severity of the issue in relation to Service Level Agreements w/clients and department, and for contributing to root cause analysis for Break-fix trouble-shooting.
  • Active Directory, and DNS support involves security and distribution group administration, permissions, creating accounts and host A records, and for using simple novice powershell scripts when gathering data.

Confidential, Strongsville, OH

Systems Administrator

Responsibilities:

  • Provide halpdesk services for all systems within the position's scope
  • Execute data and system backups
  • Install hardware and software
  • Interface with vendors for data processing services and products.
  • Interacts with corporate IT to remedy problems.
  • Ensure compliance with Sarbanes Oxley IT requirements

Confidential, Denver, CO

Systems Analyst / Window Admin

Responsibilities:

  • Windows 2003/2008/2012 Break-fix analysis support role for the data center of a major health care provider.
  • Tools uses include VMware vSphere Client 5.5 and Configuration Manager - MS System Center 2012 Operations Manager both for systems administration and remote connectivity, and monitoring - MS Exchange 2007 Mail Box creations, as well as user account, Wintel security and distribution list creations completed using AD Users and Computers.
  • Member of IT leadership team, which provided advice, data security and data risk management needs and strategic directions.
  • ComVault for backups/restores.
  • Cherwell used for managing assigned support tickets and for tracking work.

Confidential, Medina, OH

IT Systems Support Analyst

Responsibilities:

  • Administer Azure accounts, and troubleshoot the plant's Office365 environment migration as Tier I/II rep for that site.
  • Assisted desktop support role for the 100 node network that involves supporting HP Elite Book laptops, HP t610 Thin Client, and HP Pro Desk systems.
  • Direct hands-on / Customer-facing work is the usual type of work.
  • Basic understanding of systems connectivity trouble-shooting is required.
  • Experience in work that is Systems Support / Windows 2008R2 infrastructure related.

Confidential, Seattle, WA

Tier 1 Systems Support Admin

Responsibilities:

  • Provided Operating Systems support for Windows 2012, Windows 2008 and Windows 2003 both include virtual environments (including Win2k8 Hyper-V). It is imperative to has a strong understanding of DNS, and Active Directory, as well as the ability to utilize MS Office 365.
  • Worked on rotating shift in a 24/7 SLA for Data Center supporting administration of Windows 2k8/2012 and Linux server platforms, server connectivity, and systems setup for mainly either Web Administrators or DBAs to place the servers in production (both physical Dell and HP servers, and virtual VMware machines).
  • External support of customers that range from small business to enterprise environment, although most contact involves medium sized companies, all of which require a meticulous, flexible, and respectful approach when communicating and explaining concepts.
  • Responded to alerts using IP Mon, Graphite, and SNMP that monitor the health of development and productions environment servers (both VMware AHD physical HP servers running Windows 2003/2008/2012 ).
  • Internal ticketing software utilized to keep track of work and cases/tickets.
  • Supported Active Directory, DNS, DHCP, Event Logs, Perf Mon, Backup Jobs, understanding the functionality and use of Load Balancing and MCS.

Confidential, Redmond, WA

Senior Systems Support Administrator

Responsibilities:

  • Provided Tier I, and Tier II incident management support 24/7 for a wide array of online services hosted in data centers on the Confidential Redmond campus.
  • Responded to SCOM alerts, handling triaged tickets, performing server builds, f and performing escalations.
  • Additionally dis role required frequent hands-on support for the HP and Dell servers the data centers regarding hardware maintenance, support, system upgrades and imaging.
  • Operating Systems included Windows 20012/2008 and Windows 2003 both include virtual environments (including Win2k8 Hyper-v).
  • Imperative to has a understanding of DNS, Active Directory, IIS and Clustering.
  • Voluntary Managed and Completed Project creating two virtual test environments for MS Exchange Support Engineers. Also, professional collaboration with support peers is vital for completing work.

Confidential, Tempe, AZ

Windows Server Administrator

Responsibilities:

  • Provided top tier support for the internal data center in Tempe for internal ‘customers’ regarding production build server hardening for MS Windows Operating Systems 2003 and 2008 R2, and platform support.
  • Communication was mainly via an online incident management support application Remedy, as well as Lotus Notes 8.5. Rotating pager in a 24/7 SLA for DC as well as administration of servers, clustering, connectivity, and setup for mainly either Web Administrators or DBAs to place the servers in production (both physical Dell and HP servers, and virtual VMware machines).
  • Over 500 servers which required our maintenance and monitoring using MOM/SCOM. dis department takes ownership of all stages of pre-production setup while both remotely administrating machines, and occasional hands-on troubleshooting. dis job does require a strong understanding of Active Directory, DNS, DHCP, Event Logs, Perf Mon, Backup Jobs, understanding the functionality and use of Load Balancing and MCS.

Confidential, Redmond, WA

Windows Server Administrator

Responsibilities:

  • MOC ( Confidential Operations Center in Redmond, WA) Support through Confidential in Tier I and Tier II incident management support 24x7 for a wide array of online services hosted in data centers stationed globally, and the escalation of incidents to necessary teams.
  • Over 2500 thousand servers which required our maintenance and monitoring using MOM/SCOM.
  • Internally provided Tier II incident management support 24/7 for a wide array of online services hosted in data centers on the Confidential Redmond campus.
  • Responded to SCOM alerts, handling triaged tickets, performing server builds, f and performing escalations.
  • Additionally dis role required frequent hands-on support for the HP and Dell servers the data centers regarding hardware maintenance, support, system upgrades and imaging.
  • Operating Systems included Windows 2008 and Windows 2003 both include virtual environments (including Win2k8 Hyper-v).
  • Imperative to has a strong understanding of DNS, Active Directory, IIS and Clustering.

Confidential, Seattle, WA

Windows Systems Engineer

Responsibilities:

  • Provided 24/7 incident management support for Wintel servers in a Data Center in the downtown Seattle area.
  • Operating system Wintel security hardening, monitoring administration, and audit management.
  • Duties included racking/cabling servers, Operating System installations and support as well as hardware (HP and IBM servers) break-fix support.
  • Normal procedures involve utilization of Change Requests, Procedure and support documentation, as well as Support Tickets for tracking work and in completing escalations.
  • Interacted with all forms of management as well as interacting with Project Managers in planning and implementing IT projects, upgrades, and roll-outs, while utilizing the MS Office 2007 suite.
  • Supported operating systems Windows 2000, 2003 and 2008 (QA), of which 2008R2 was starting to be pushed out in a new virtualized environment using VMware. SMS 2003 implemented for pushing MS Windows Critical Updates, Symantec Net Backup, and ePolicy Orchestrator for managing McAfee anti-virus software updates.
  • Coordinated move phases, contributing expertise toward technical documentation along with gathering and validating asset data, completing server upgrades, and communicating move updates are the position’s main primary duties.
  • Involved in the support for Wintel servers and racking/cabling servers.
  • Created primarily for the support and assistance in managing the move of Windows servers from several data centers to a single off-site DC.

Confidential, Issaquah, WA

Support Engineer 3

Responsibilities:

  • Ensured the highest quality and fastest response to customers via email and phone, in a challenging environment demanding meticulous task tracking software and fulfilment of extensive administrative processes.
  • Performed test case reproductions in a repro-lab for the analysis and the support of platform and performance issues for Windows XP, Server 2003, Vista SP1, Windows 2008, and 2008 Hyper-V.
  • Frequently, these problems will not only be technically complex, but will be politically charged situations requiring the highest level of customer skill and diplomacy both externally and internally.
  • Issues will involve broad, solid noledge of all Confidential 's operating systems or in-depth hardware noledge; cases has included OS installation, software/hardware compatibility and setup performance issues that involve the researching of Windows Operating System architecture.
  • Responsibilities included ownership and the driving of cases, defining reproduction steps and escalation hand off, as well TEMPhas technical writing, and collaboration with software and hardware developers.
  • Contributed to the overall administration of the repro-lab systems, and support of Windows based Operating Systems, applications maintenance and component upgrades, rollbacks, fail over, and upgrades. In particular dis includes the support of Active Directory, Terminal Services, DNS, batch, and backup specifications and verification, and the upkeep of operations documentation. Projects included re-builds, and test center environment reproductions.
  • Role demanded analytical skills while utilizing both initially updated noledge base, and frequent collaboration with other departments, and if necessary outside vendors.

Confidential, Livonia, MI

Windows Systems Administrator

Responsibilities:

  • Resolved incident management of support tickets and escalations regarding the hardware and software of the 400 Windows 2003/2000 Intel-based servers in the Data Center of TRW North Confidential Head Quarters.
  • Involved in the use of VMware 1.3.1 Virtual Server, MS Virtual Server 2005 and documentation in support of QS 9000 goals.
  • Provided Active Directory support including Account Administration and Domain integration of WinNT 4.0 and 2000 domains.
  • Managed and completed a project that created two test forests, one 2000 and one 2003, and test creating forest trusts and forest integration. dis had also involved upgrading a server from 2000 to 2003, and testing Confidential ’s USMT 2.0.
  • Used BigFix for OS Patch management, which was later changed to SMS.
  • Worked with Network Administrators in regards to issues that may involve network infrastructure such as a Cisco Load Balancing Switch, or Cabling.
  • Utilized the following software like MS Administrative tools, including IIS, DHCP, DNS, WINS, Group Policy, and Active Directory support tools.
  • Remote Administration: PC Anywhere 10.0, VNC, Windows Remote Desktop or Terminal Services
  • Monitored software, updated management software: Symantec System Center Console 10, Big Fix Enterprise Console Ver 6, Solar winds Network Monitor and GFI Network Monitor Server Manager 5.5.

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