SUMMARY:

• A Systems Administrator experienced in supporting and troubleshooting windows operating systems and Microsoft networks for Fortune 500 clients, with proven abilities in managing Active Directory, DHCP, DNS, TCP/IP, and virus remediation.
• Expertise in the creation of virtual computers using VMware on ESX hosts. A technical liaison between the customer, helpdesk and management, with effective communication of information and solutions allowing business continuity.

TECHNICAL SKILLS:

Operating Systems: Windows NT 4.0,95, 98 Advanced Server 2000/2003, XP, and Vista

Networking: LAN/WAN, TCP/IP, DNS, DHCP

Applications: MS Office Suite 2000, 2003, 2007, VMware 3.5, MS Cluster, Remedy, Peregrine Service Center, Symantec Antivirus; Veritas backups, SAN, HBA, Update Expert; and Radia.

PROFESSIONAL EXPERIENCE:

Confidential - Dallas, TX

Tier I/II Helpdesk Technician

Responsibilities:

• Answered incoming customer calls, did level I/II troubleshooting based on problem.
• Created and assigned tickets to appropriate teams for research and resolution.
• Performed remote hardware and software support using Go To Assist.
• Resolved network connectivity issues related to TCP/IP, DNS, or DHCP.
• Installed and configured local and network printers.
• Performed hardware and software troubleshooting on Dell, Compaq, HP and generic desktops, laptops for home PC owners and small business in the Dallas area.
• Installed and maintained Symantec Endpoint virus protection software. Also perform virus removal from infected systems.
• Remote support of customer systems using RHUB’s “Turbo Meeting” software.
• Installation and configuration of IDE and SATA devices.
• Setup customer data backup to external USB or FireWire attached drives.
• Installed APC’s Powerchute, business and family editions to provide a battery backup for unattended operating system shutdown of mission critical servers.

Windows Administrator

Confidential

Responsibilities:

• Using Microsoft’s Remote Desktop and VNC “Virtual Network Computing” to connect to servers. My team and I remotely performed system maintenance, troubleshooting and managed network functionality using TCP/IP, DHCP, DNS, WINS and Active Directory for the company’s 1800 global servers.
• One of our ongoing projects was to have the test and development environment virtualized. The Wintel team was task to build, managed and transferred data to the virtual computers, which were running Windows 2000/2003 on windows ESX hosts on VMware 3.5. This hardware migration would substantially reduce the customer’s annual hardware expenses.
• To ensure quality support of the Virtual environment each of our team was enrolled and completed the five day VMware taught “VMware Infrastructure 3: Install and Configure ESX server 3.5 and Virtual Center 2.5” class.
• The Windows operating system and security levels were kept current and functioning by using Update Expert to download, schedule and install the latest Microsoft patches.
• Working in conjunction with our backup and recovery team, Veritas NetBackup software was installed and configured to backup client information to our SAN for storage and data recovery.
• Created a secure bridge between the Marathon production domain and test domain with IPsec “Internet Protocol Security” using domain controllers. Implementing this process allowed authorized customers to use their ID to work in both the production and test environment.
• Configured and supported Microsoft clustered servers with single and dual HBA cards to support multi-pathing to increase network availability and reduce down time.
• Used Peregrine Service Center Tool for ticket management.
• Submitted server update request to change management team, where each request was reviewed before presenting to customer for approval.
• Prepared weekly and monthly status report for management review

Systems Administrator

Confidential

Responsibilities:

• Maintained system functionality by downloading and installing windows updates using XcelleNet’s Remoteware for scheduled push of updates to workstations.
• Remoteware was also used to process stores product ordering, which was executed by time zone and supplied the 7-Eleven vendors with daily requisitions.
• Used Peregrine Service Center Tool for ticket management.
• As a liaison, participated in a weekly customer and vendor meeting to discuss outstanding tickets and provide root cause analysis for resolved issues. Meeting also reviewed upcoming hardware or software rollouts.
• Monitored and supported the 1200 virtual commerce (V-Com) systems in designated stores, which provided various e-commerce transactions for store customers that increased revenue for the company.
• Monitored and maintained “Radia” software distribution application used to effectively push software upgrades and features to the V-Com units. These efforts resulted in store customers having new and varied online products for purchase.
• Reviewed and remediated software distribution failures and eliminate the problems which caused those failures.

Desktop Support Technician

Confidential

Responsibilities:

• Performed hardware troubleshooting on Dell and Compaq desktops, laptops and servers.
• Installed and maintained Norton virus protection software. Also perform virus removal from infected systems.
• Provided technical support of operating System (Windows NT/95/98)
• Installation, configuration and testing of IDE and SCSI devices such as hard drives, CD-ROM, and Iomega zip drives.
• Configured Exchange and Netscape mail using Imap and Pop3, allowing uninterrupted communication between the businesses and engineering operations within the company.