Systems Administrator Help Desk Support Tier 1/2/3

Results-oriented Systems Administrator with over 13 years of professional experience and 9 years in data center management, helpdesk leadership, and network infrastructure support. Proven ability to provide highly effective trouble shooting skills for mission critical servers, workstations, and applications. Strong interpersonal skills to provide excellent leadership, task management, mitigate risks, and continued user satisfaction. Innovative ideas to accommodate the changing atmosphere of technological needs. Continued maximum performance for all systems with minimal costs. Highly motivated, believes in giving 110 , and that getting your hands dirty is the most fun and challenging part of the job.

Professional Experience

Confidential

Network Administrator Lead

Systems Administration Tasks:

• Lead administrator for a datacenter with approximately 60 servers physical and virtual .
• Performed Active Directory management for computers, users, and group objects.
• Managed group policy by updating security policies used throughout the networks.
• Maintained the DHCP and static IP pools.
• Configured file and storage services, using folder quota limits, access control lists for folder permissions, monitoring folder sizes, and creating basic scripts for network drive mappings.
• Used CA Arcserve to backup server data from multiple servers. Setup Volume Shadow Copy services for local server backup and instant file recovery.
• Setup a Windows Deployment Server with customized drivers and images for quick network installations for workstation and server builds.
• Monitor server activity for continuous up time, using Whatsup gold, with email notifications.
• Performance monitoring of all hardware using Dell Open Manage software.
• Created SAS/SCSI RAID configurations of RAID 1,5,10.
• Maintained server patching using WSUS server and created reports for upper management.
• Setup local switch management using LAG for fault tolerance, broadcast storm protection, and spanning tree for loopback prevention.
• Migrated primary and secondary domain controllers from Windows server 2003R2 to 2008R2.

Virtual Environment Tasks:

• Trained system administrators on basic and intermediate functions of VMWare ESXi and VMWare vCenter.
• Converted physical servers to virtual machines in order to preserve the older systems using VMware software.
• Worked within VMWare ESXi to change RAM, processors, hard drive allocations, and other parameters for virtual machines.
• Cloned and migrated virtual machines to upgrade existing ESXi servers.
• Used snapshots to preserve a server state before implementing patches or new software.
• Backup virtual servers using Veeam software.

Help Desk Lead Tasks:

• Help desk lead, responsible for 2 technicians, handling user requests for multiple buildings with approximately 200 users.
• Responsible for user satisfaction and that requests are completed in a timely manner.
• Phone, email, and in-person IT support from start to finish Tier 1, 2, and 3 support
• Trained help desk technicians to configure workstations according to company specifications.
• Responsible for all escalated issues beyond the help desk technician's abilities.
• Performed all necessary tasks for workstations, including all hardware/software problems, user migration and upgrades, and purchasing new equipment for users.
• Slip streamed updates to windows iso images for quicker rebuild times.
• Customize windows features for maximum performance and user friendliness.
• Provides first class support for all users, especially upper management, with extreme politeness and consideration for their needs and time.
• Performance monitoring checking CPU, RAM, network, and disk usage.
• Maintained network printer functionality for both hardware issues and toner supplies.
• Prepared meeting rooms for users with Polycom video conferencing calls, skype internet calls, and laptop / projector setup.
• Troubleshoot PKI card issues for both identification and encryption certs for website access and email issues.

Administrative Tasks:

• Monthly and weekly reporting to upper management and program managers for updates on assigned tasks.
• Worked with teams on special projects for server upgrades or new builds.
• Procured software and hardware for workstations, servers, and network printer needs.
• Responsible for IT policy creation to ensure ISO 9001 compliance, including server backup logs, datacenter security guidelines, and asset tag placement. Solely responsible for passing the IT aspects of the annual audit.
• Managed our classified areas as our Information Security Systems Officer. Includes creation of information system profiles, implementing DSS computer security measures, and having annual audits with the DSS.
• Inventory documentation of the datacenter's hardware and software systems.

Confidential

Systems Administrator

• Help desk support by phone, email, and in-person for all workstation/printer/network issues.
• Field technician for approximately 30 sites around the DC metropolitan area.
• Created special configurations of Windows and user profiles to aid in user friendliness and pc optimization.
• Created operating system images using Norton ghost to minimize downtime on computer rebuilds.
• Basic Active Directory administration with user account creation, email creation, and managing group access.
• Installed network cables for new offices, including terminating the wall jack, patch panel termination, and testing connectivity.
• Maintained daily backup tapes of the AS/400 health care system.
• Developed training documentation for users, including mapping network drives and connecting to Outlook from offsite.

Skills

• Operating Systems: MS Windows Server NT/2003R2/2008R2, VMware ESXi 3.5/4/5/5.5, VMware vCenter 4/5, MS Windows XP/VISTA/7/8, Red Hat Enterprise Server, SuSe SLES, Ubuntu, Mint
• Windows Server roles/features: Active Directory, Group policy, Windows deployment services, File
• services, Volume Shadow Copy, DNS, DHCP, MS backup, Remote Desktop, Hyper-V
• Software: MS Office 2007/2010/2013, MS Visio, Windows RT 7 lite, Veeam ESX
• backup, MS Forefront Endpoint protection, CA Arcserve backup, Dell iSCSI
• SAN management, Dame ware NT Utilities, WSUS 3.0 , Whatsup gold, Wireshark, Dell OpenManage
• Hardware 3COM/Dell network switches, Dell PowerEdge severs, Dell Cloud servers,
• Dell iSCSI Storage Array, Dell NAS servers, Dell IP KVM switch, TempPageR
• monitoring system, APC Symmetra LX battery backup, VSX 7000 Polycom VTC teleconference
• Networking protocols TCP/IP, UDP, NETBIOS, VLAN, SNMP, LDAP, FTP, SSH, SMTP, NTP, Telnet,
• Spanning Tree, ARP, NIC teaming, Jumbo packets, LAG, Fault Tolerance