System Administrator / Technical Support Professional

• 15 Years of success supporting IT Infrastructure with a proven ability to independently learn new technology, manage and support new systems, lead technical projects and resolve complex technical issues in a timely and efficient manner.
• Vince continues to take initiative to lead by example, both technically and personally. He is approachable by his peers and customers. Within the Technology Team, I reach out to Vince often to get his honest feedback and insight.
• Technology Manager, The Connecticut Water Company

Technical Proficiencies

• Platforms Windows Server2003, 2008 LANDesk Management Suite Service Desk
• Domino / Lotus Notes, Sametime WindowsXP, Vista, 7, 8
• Citrix XenApp, Lync 2010 VMWareESXi, vCenter
• Microsoft Exchange 2010 / Outlook Symantec Endpoint Protection, Disk Encryption
• Software Active Directory / LDAP Windows Server Update Services WSUS
• Microsoft Cluster Services MS Office Suite 2010, 2013
• Hardware Dell HP PCs EMC VNX, VNXe SAN IBM HP Servers Cisco Unified Communications Cisco UCS Servers Data Domain, Quantum Deduplication Storage Printers Multifunction Devices Lifesize Video Conferencing
• Networking Checkpoint Firewall VPN InfoBloxDHCP / DNS
• RSA SecureID Juniper VPN
• Citrix Netscaler Load Balancing VPN Orion Solarwinds
• Blue Coat Proxy Blue Coat Antivirus

Professional Experience

Confidential

System Administrator

• System Network Support, Confidential Desktop Support
• Examine system requirements and ensure that systems will offer security and be effectively integrated with current applications.
• Install, configure and maintain organization's server operating systems, storage and all associated systems and software.
• Certify scalability and appropriate integration with other systems.
• Monitor systems to guarantee the highest level of infrastructure functionality.
• Conduct backup and recovery procedures.
• Analyze and resolve obstacles associated with server hardware/software, storage and applications software.
• Apply new software releases, system upgrades and patches, and evaluate each as necessary.
• Assist with reviewing, organizing and evaluating network systems, and provide tactical and strategic input on overall network planning and related projects.
• Contribute to the design, configuration, support, development, maintenance and monitoring of network communications, network security systems, internal and external networks, telecommunications, and voice systems.
• Manage projects by setting deadlines, delegating tasks, planning and tracking budgets, and monitoring and summarizing progress.
• Support the Application Development team with new technologies and system requirements
• Keep Sarbanes-Oxley Act compliance logs as evidence of departmental compliance with system policies and procedures.
• Respond to emergency calls 24 hours/day and work off-shift hours and weekends as needed to maintain system efficiency.
• Regularly design, implement and perform software and system upgrades, and patch information systems.
• Assigned as liaison to the Engineering Department and GIS application transitioning from 3rd party hosing to an on premises solution.
• Utilize excellent communication and analytical skills, a wide degree of creativity and latitude, and the ability to lead and direct the work of teammates and contractors.
• Completed two company integrations taking the lead, defining requirements and translating them into a successful solution.
• Promote a positive work environment that fosters honesty, trust and respect and interacts positively and professionally with other members of the department and company to promote a team environment.

Confidential

Desktop Support Specialist

• Provided 1st level Help Desk Support and 2nd Level Desktop support, with first class customer service, responsible for PC and Printer hardware, Operating System, software troubleshooting.
• Detect, diagnose, and report infrastructure-related problems on both server and desktop systems.
• Lead and directed the work of teammates and contractors.
• Redesigned Active Directory structure and Group Policy implementation to standardize the environment saving the Team many hours of individual configuration.
• Support and Maintain Microsoft Active Directory, Microsoft Operating System installation, group policy implementation, configuration, DHCP and DNS, email system, patch deployment, troubleshooting, and security, proxy and antivirus systems.
• Implemented LANDesk Service Desk ticketing for the IT and Control Systems departments enabling the Team to assign ownership of issues.
• Created a change management process with LANDesk Service Desk and hosted a weekly meeting to coordinate and communicate changes to the environment.
• Rebuilt and implemented additional functionally of LANDesk Management Suite for desktop imaging, software distribution patch management greatly improving the IT Team's efficacy and reducing costs.
• Completed or assisted with the implementation of Infoblox DHCP DNS, IPT, DC Retirement, Symantec AV upgrade, Orion Solarwinds, VMWare upgrade and VMWare data recovery backup solution.
• Took the initiative to take on responsibilities normally assigned to a System Administrator working directly with consultants and peers to gain the technical expertise needed to manage Checkpoint, Infoblox Citrix Netscaler, Active Directory, Symantec AV Domino, VMWare and LANDesk.
• Implemented Blackberry Enterprise server installation and 20 device rollout.
• Set up Citrix Netscaler for load balancing of JDE Enterprise One ERP system.

Confidential

Desktop Support Manager Site Focal

• Responsible for supervising 4 Desktop Support Technicians and coordinating work assignments, site coverage and time off.
• Mentored and trained 3 new hires on processes, SLAs, and policies of the Confidential contract.
• Aided technicians with troubleshooting, documented problem resolution, and performed inventory tracking while adhering to policies and service level agreements.
• Received 11 customer satisfaction surveys with 100 client satisfaction and ensured team achieved 100 client satisfaction.
• Lead team with 2,292 work orders for 2006, ensuring customer issues were resolved or escalated to the proper group.
• Completed 734 work orders within SLA and 9 projects, closed 538 project-related work orders, attended countless project meetings, finished 107 PC lease rolls, and oversaw the completion of 546 ahead-of-schedule lease rolls for 2006.
• Coordinated communication to all 985 customers affected by the print optimization project provided the users with a map and corresponding links to all new printers and print queues.
• Assisted in testing new data transfer tool to reduce data transfer time.

Confidential

Senior Communications Specialist

• Provided remote and on-site support including hardware,software, network and operating systems troubleshooting, installation of hardware and software, creation of ghost images and other imaging.
• Responsible for hardware repairs, network and local printer installation and PC refreshing/lease roll over.
• Met or exceeded service levels and completed all projects and PC lease rollovers ahead of schedule.
• Completed lease refresh of all 300 Yellow Page users.
• Lead training classes for new hires on basic computer skills including laptop, desktop, printer hardware operation and email.
• Traveled to Arizona and Texas to participate in nationwide system upgrade.
• Assisted in the development and implementation of an asset management process.
• Automated software installation and other processes.
• Participated in testing and roll out of the Windows 2000 operating system.

Confidential

Deployment Technician

• Accomplished a complete hardware and system upgrade for the Connecticut Yellow Pages division.
• Managed hardware, software, and operating system installation, software configuration and user data transfer, providing continuous post-installation support as necessary.
• Deployed hardware and software for a 350-user Windows NT environment at SNET Yellow Pages.

Confidential

System Administrator

• Supported end users in 7 offices nationwide by phone, remotely, and onsite with workstation network administration, deskside assistance, hardware break-fix and server support in a Novell/Windows environment, plus 100 workstations, 8 servers, 20 printers, and 8 routers at these locations.
• Setup network and workstations for a new office in Hershey, Pennsylvania.
• Migrated 100 users from Pegasus email to MS Exchange/Outlook email.
• Implemented a Citrix server solution to connect users from 6 remote offices.
• Completed server upgrade from Novell 3.2 to Novell 4.1.