SUMMARY

Military veteran with diverse technical background spanning 10 years. Excellent customer service skills, customer focused, results driven, with a dedication to continuous improvement. Excellent verbal and written communication skills and gives 100 effort with a feverish response to all tasks. A great team player and a valuable asset to any organization.

TECHNICAL SKILLS

PROFESSIONAL EXPERIENCE

Confidential

Systems Engineer

• Administer and manage Active Directory domain to ensure that changes do not affect plant production
• Create computer and local group policy to manage enterprise level functions
• Install and configure virtual environment with VCenter, VMware, and VMview software to create, configure, and manage virtual servers and workstations
• Troubleshot and supported the following operating systems: Windows Server 2003 2008, Windows XP, and Windows 7.
• Installed, configured, and maintained EMC SAN, ESXi clusters, Cisco Switches, and Cisco Wireless Access Points
• Setup and managed Symantec Endpoint Antivirus Console to distribute virus definitions and install Endpoint client on end user machines
• Managed Windows updates via Microsoft Server Update Services 3.0
• Installed and configured network inventory management software LanSweeper
• Installed and configured network monitoring software Kiwi Syslog Service
• Troubleshoot and recommend technical solutions for customer issues related to software setup and configuration.
• Monitored and assessed current systems and recommended hardware and software enhancements to increase productivity and reduce technical expenses
• Diagnosed and resolved a multitude of problems related to hardware, software, or network error, creating maximum up-time for the end user
• Develop and maintain standard operating procedures for all domain services, virtual environments, and company image standards
• Set up and configured physical peripherals such as printers, scanners, desktops, laptops, and fax machines
• Provide end user support on PCs, software, and company security policies
• Sought out by IT Manager for advice on new technologies, strategies, infrastructure and security
• Managed active directory domain services through Powershell scripting
• Created small VB batch scripts to run against objects on local domain

Confidential

• Troubleshot and resolved complex problems for all systems within the EOUSA organization.
• Troubleshot and supported the following operating systems: Windows Server 2003, 2008, Windows XP, and Windows 7.
• Troubleshot and supported hardware platforms HP Proliant G3 G7 servers including ILO access, HP Auto loaders, Cisco switches using Putty, HP laptops and desktops.
• Troubleshot and supported Blackberry PDA's using Blackberry Enterprise server.
• Troubleshot Apple iPad devices using Airwatch.
• Troubleshot and supported Microsoft Outlook 2007, MS Word, MS PowerPoint, MS Excel, MS Access, MS Internet Explorer and Word-perfect.
• Troubleshot and supported backup solutions such as Backup Exec 9.1and Backup Exec 12.5.
• Administered EVOIP accounts using Broadworks application.
• Performed network performance monitoring and troubleshooting using Solar Winds Orion .
• Coordinated and assisted in the implementation of Server Virtualization and PC Refresh projects.
• Served as the administrator for virtual servers and virtual desktop infrastructure using VSphere application.
• Installed server virtualization equipment and software EMC AX4 SANs,, Data Domain devices, VMWare for ESXi hosts, and VMWare for Windows 2008 virtual servers.
• Designed and administered SharePoint sites within EOUSA intranet.
• Member of Beta Test team that tested new software and documented required changes for programmers.
• Served as the Project Lead for software conversion project for U.S. Attorney's office, Southern District of Illinois.
• Served as the Assistant Legal Resource Manager, providing account administration to legal application and assisting with complex legal research.
• Administered user accounts in Active Directory, VSphere, LexisNexis, and WestLaw.
• Provided on-site System Manager support to multiple districts to train new system managers.
• Provided on-site support for complex project implementation across multiple districts.

Confidential

• Diagnosed and resolved a broad range of technology hardware and software issues for 30 in-store branches throughout SC and NC.
• Installed, configured and maintained network hardware to ensure maximum uptime for branch IP phones, routers, switches .
• Managed new branch build projects to maintain project schedule through multiple development phases.
• Analyzed branch incidents using IT Service Management application to identify future project needs.
• Resolved all hardware and software interface compatibility issues, made recommendations on information security, and participated in change management process when needed.

Confidential

• Provided laptop and desktop repair support to school district users.
• Developed streamlined procedures for laptop and desktop imaging and deployment.
• Integrated new wireless network extension to include entire school footprint.
• Provided on-site training to over 1,500 students and educators.

Confidential

• Served as a first level point of contact, mentor, and coach to the organization's first level technicians.
• Participated in defining customer service levels and service level agreements for quality assurance requirements.
• Continuously met and exceeded service level agreement and operational level agreements resulting in end of year bonus for team leaders.
• Worked alongside management to create a strategic plan to meet the organizations long-term objectives.
• Developed processes to identify, track, escalate, resolve, and report customer problems resulting in improved customer satisfaction.
• Served as a first level point of contact, mentor and coach to the organization's first level technicians.
• Participated in defining customer service levels and service level agreements for quality assurance requirements.
• Continuously met and exceeded service level agreement and operational level agreements resulting in end of year bonus for Team Leaders.
• Worked alongside management to create a strategic plan to meet the organizations long-term objectives.
• Developed processes to identify, track, escalate, resolve, and report customer problems resulting in improved customer satisfaction.

Confidential

• Provided expert first level break and fix resolution for internal BCBSSC customers.
• Utilized remote software to provide installation of corporate standard applications.
• Expert analytical skills to trend data, identify performance gaps, and assess customer impact.
• Communicates essential information effectively with executives, peers, and subordinates.
• Assumed all duties in the absence of the Crisis Management Coordinator.
• Proactively monitored service levels, systems performance and customer incidents to identify performance issues and effectively discerns training needs from these issues.
• Linked first level technicians with appropriate points of contact for incident management.

Confidential

• Provided expert advice on all administrative policies and procedures as the Command Group Admin NCO.
• Executed all administrative support for Fort Campbell Command Group.
• Served as Command Group facilities manager.
• Accountable for over one-million dollars in military equipment including secure communications equipment.
• Assumed responsibilities and duties in the absence of the Personnel Officer.
• Provided personal security to the Command Group and all distinguished visitors while in a combat zone.
• Commanded over 100 convoys in a combat zone with no loss of life or equipment.
• Served as platoon sergeant for over 40 personnel responsible for all facets of training and personnel actions.
• Responsible for maintenance and accountability of secure communication equipment.
• Served as Reserve Network Administrator, using Lotus Notes and Windows Server products.
• Worked with network engineers to design and implement field network infrastructure.
• Provided tactical satellite communication support for Fort Campbell Command Group personnel.