SUMMARY:

• To find employment with a company that appreciates hard work, excellent ethics, and an unnatural ability to learn new technologies in an unprecedented short amount of time.

AREAS OF EXPERTISE:

• Windows Systems Administration
• Windows Systems Security Administration
• Virtual Machine Management: VMWare, Hyper - V, VirtualBox, VMFusion, Vsphere, ESXI
• Network and Security Management: AD LDAP
• Network Operations Control - Outage and Change Management
• Experienced Troubleshooting and Support
• Excellent Knowledge Base Documentation and Implementation
• Implementation of Cloud Architecture: AWS and Google
• HTML, CSS, PHP and Web Design
• Linux Problem Identification and Troubleshooting
• Mobile Device Management: Airwatch

PROFESSIONAL EXPERIENCE:

Confidential, Denver, Colorado

Systems Support Engineer

Responsibilities:

• Provide support to a staff of 620 persons
• Troubleshoot and resolve errors with: Active Directory, Exchange, User Profiles, Permissions and Security, VMWare, Vulnerability Resolution, Airwatch and MDM Management, VPN Management, VPN Troubleshooting, DHCP
• Create and Distribute: Windows 7 and 10 images (SYSPREP, Clonezilla), Centos and Redhat Images, Custom VPN Profiles, Custom Application Settings/Scripts.
• Provide Support to Engineering on: SQL, PLSQL, Oracle DB, TNSNAMES Profiles, TOAD, Eclipse, Profile Migrations
• Secure and Image hardware to Engineering specifications
• Assist engineers with spinning up virtual machines in VMWare. Additionally assist engineers with allocating resources, connecting data stores, troubleshooting startup failures, and virtual image deployment.
• Assist with advanced troubleshooting issues on the Windows 7, 10 and Windows Server 2012, 2016 platforms.
• Assist with Advanced Troubleshooting on MAC OS X, Ipad, and Iphone.
• Take ownership of all technology related issues, projects, new deployments and resolution for the Inverness office, provide backup support, and on-call support to the Denver Metro area.

Proficient in the following programs:

• Windows Server 2012, ESXI, VMware, Active Directory, OU, DMARC Punch downs, Image creation and management, PXE, MAC OSX, VM Fusion, MMC, ADUC
• Investigate and create an image for use with the new deployment of SCCM

Confidential, Centennial, Colorado

Systems Administrator

Responsibilities:

• Upgraded network components due to consistent outages, and extreme latency. I sourced, implemented, and deployed a Barracuda network that met the requests of ownership to include a solution with a GUI interface. The solution I implemented included a Barracuda Firewall, Barracuda VPN, Barracuda Router, and a Barracuda Web Filter.
• Setup the first Active Directory Domain, and Active Directory Domain Controller for the company.nWorked with the company programmer to create a server that could manage multiple channels of VPN traffic and manage traffic by host name. Therefore, eliminating the need for employees to connect to 7-15 VPN connections a day. The solution allowed for daily operations to take place without the extreme overhead of VPN management, therefore reducing help desk issues up to 75%, and provided an incredible amount of efficiency never seen in the IT industry. The solution can manage traffic for over 600 VPN connections and is scalable for additional company growth
• Created the first knowledgebase for IT and programming. Documented all common solutions, and advanced troubleshooting issues.
• Created a public share for the transfer of documents between clients and employees
• Created an FTP server as required by ADP
• Deployed a series of servers for use with ADP and internal applications. Sourced and built needed hardware. Implemented Uninterruptible Power Supplies and data redundancy with hardware RAID and SAN solutions.
• Worked with external clients to create VLANs and VPN connections between networks
• Implemented cloud VOIP solutions and removed office dependency from failing C-Beyond equipment.

Proficient in the following programs:

• Track-It, ADP, Reynolds&Reynolds, Automate, SonicPoint, Barracuda, Log Me In, Saga, ACES, Windows Server 2012.

Confidential, Colorado Springs, Colorado

Tier II Support Technician

Responsibilities:

• Troubleshooting all Desktop and Server issues for over 60 different customer networks
• Act as the main point of contact for half of all customers of Confidential
• Document and update all procedures for each assigned client
• Remain as the point of contact for assigned clients for all technical support issues
• Assist users with all possible scopes of support on all systems on site
• Update servers, workstations, and terminal servers within scheduled times
• Schedule maintenance windows, and complete software updates
• Resolve emergency outages, and troubleshoot all server related failures within a specified SLA
• Resolve DHCP, DNS, AD, and a myriad of other Windows Server applications
• Approve user access for AD, and other EMR applications
• Support all programs and functions on covered devices
• Assist end users with all desktop support issues
• Follow all SLA guidelines to resolve all server and desktop support issues via ticketing systems.
• Escalate to T3 if unable to resolve complex issues within a specified time frame.

Proficient in the following programs:

• Connectwise, Labtech, AD, DHCP, Windows Server 2008 and 2012, Scripting, User creation, Group Policy, Log me In, Terminal Server Administration, Thin Client Support, Server Maintenance, Server Troubleshooting, All tiers of support for desktop and server issues, Cherwell, Athena, Synapse, Citrix, Viztek, Centricity, Hospital EMR Applications, Medstreaming, Sonosoft, Dragon Medical Edition, Photoshop, Illustrator, Querx, Trax, Cisco VPN, Quickbooks, and many more.

Confidential, Denver, Colorado

NOC/Service Desk Analyst

Responsibilities:

• Monitoring all systems, servers, databases, and network components for temporary or permanent failure.
• Initiate Outage Management and Change Management teams and policies as needed to ensure maximum uptime.
• Contact appropriate administrators for network outages and down times if the issue was beyond my access level.
• Determine company impact of all system outages within minutes, and quickly identify root cause.
• Document all network and systems issues via a ticketing system
• When possible, reset servers, reboot systems, and perform any possible troubleshooting to minimize or eliminate unplanned downtime
• Assist network users with application and desktop support
• Assist users with network setup, data migration and other needed support tasks
• Verify all documented issues are resolved within provided time frames
• Work assigned tickets to resolve all urgent and non-urgent issues promptly
• Follow all SLA guidelines to resolve all network and desktop support issues via email, ticketing, and verbal requests.

Proficient in the following programs:

• Procars, Argus, Windows 7, XP, Active Directory, HP OpenView, Citrix, Baxtrax, Windows Server 2008, and many other proprietary and standard applications in day to day use.

Confidential, Colorado Springs, Colorado

Tier III Help Desk Technician

Responsibilities:

• Supporting Business Class customer with technical related issues pertaining to High Speed Internet Modems, Phone Modems, and Cable Television devices
• Provision static modems with static ip cuts (CIDR).
• Cut static IP addresses for static modems
• Assist customers with DNS creation, implementation and resolution.
• Assist customers with Fibre, Cable and PRI troubleshooting.
• Assist customers with billing questions
• Assist customers with questions about product features
• Assist field technicians with modem related issues, including but not limited to assistance with reading signal levels, provisioning IP addresses to modems, and running command functions for the tech.
• Escalate requests to disconnect services, change services, and advanced billing issues
• Schedule and escalate requests or issues requiring assistance from a field technician
• Setup email addresses for new and existing customers
• Educate customers on email management
• Educate customers on basic and advanced features of phone related systems
• Complete extra tasks and duties as assigned by management or team situations

Proficient in the following programs:

• DOCSIS, Unified, IPMT, Avaya IP Phone Systems, ACSR/CSG, Command Functions, OMSE, Salesforce, Citrix, DPET, OLA, Microsoft Office and Adobe Acrobat.

Confidential, Denver, Colorado

IT National Help Desk Analyst

Responsibilities:

• Supporting Physicians, Nurses, and all professionally accredited medical staff with basic issues such as password resets to more complex issues such as resetting and configuring Telnet servers.
• Work quickly to resolve issues within a set success rate.
• Train and assist physicians with computer related questions and procedures
• Assist staff with special requests such as converting video formats and detailing other documents.
• Perform account unlocks, password resets, and configurations of proprietary and common medical programs
• Assist in the execution of applications
• Remove viruses
• Troubleshoot and resolve printers, print spoolers, and servers
• Install network printers, scanners and other devices.
• Troubleshoot complex computing issues such as device failures, memory problems and other disassociated functions.
• Document and escalate tickets as quickly as possible.
• Refer specific issues to assigned resolver groups

Proficient in the following programs:

• Microsoft Office 2007, Active Directory, Active Roles Server, Custom Active Directory pages, Remedy,Remedy Knowledgebase, Apropos, Meditech/Magic Workstation, Star, Clairvia, Intranet Pages, Chartmaxx, Powerchart, Acis/Cerner, Citrix, Java, KMX Knowledge Management, Elearn, Cisco VPN, Citrix Xenapps, LanDesk, Bomgar, Lawson/Hewitt Applications, JTRACK, Clarity, IRIS, Navicare, Healthwind, PACS, Pathways Health Systems, Mozilla Firefox, Internet Explorer, Safari, Regassist/Application Xtender, Elysium, Kronos, Dameware, and many of the other hundreds of applications in use by the healthcare industry..

Confidential, Colorado Springs, Colorado

Tier I Help Desk Analyst

Responsibilities:

• Handling Customer issues, questions, and complaints
• Work quickly to resolve issues within 93% success rate, and less than 7% escalations
• Train and assist the customer with hosting audio and web meeting
• Assist client with uploading presentations and scheduling meetings
• Resolve 95% of issues within the first eight minutes of the call
• Escalate and document tickets in a timely manner
• Investigate fraudulent claims by client. Research fraud tickets and determine if the activity is confirmed fraud or confirmed valid usage. Research and investigate unusual activity on client invoices and confirm fraud or valid usage. Escalate to Billing for appropriate action.
• Assist clients with in call audio issues and abnormalities. Most common troubleshooting in conferences include: Echo, Static, feedback, Lines on Hold, Disconnection requests, Split Conference Resolution, Random Disconnects, Dead Air and many other audio issues.
• Support Event Level Operators with web products.

Proficient in the following programs:

• Microsoft Office 2007, Tesla, Prime (Netsuite), Aspect Applications, ReadyConference Manager 2+, Microsoft Communicator, Internet Explorer, Safari, Mozilla Firefox, SharePoint, Pages, Protocols, Instant Service, CTI Chat, CTI Email.

Confidential, Colorado Springs, Colorado

Tier I and II Help Desk Technician

Responsibilities:

• Provided basic and advance network and desktop support to Nestle associates.
• Duties Included:
• Managing user control and access to the network
• Manage passwords and user information on the network
• Set profiles to “Roaming” or “Local” troubleshoot Roaming Network Issues
• Troubleshoot VPN Connection Issues
• Troubleshoot Citrix access, and processing issues
• Troubleshoot Wireless Networks
• Assist users with mapping network drives and accessing necessary network content
• Assist users with downloading and installing approved applications and programs
• Assist users with network and computer updates
• Assist users with virus detection and removal
• Assist Desktop Support personnel with troubleshooting of software issues
• Report and Follow up with Tactical Emergency Management. Assist and report major outages, such as plant operations, and Network failures.
• Report revenue impacting situations and crisis management.
• Perform Emergency follow up and dispatch in regards to Natural Disasters
• Escalate and create tickets in a timely manner. Follow up with associates in regard to tickets.

Confidential, Colorado Springs, Colorado

Transportation Security Officer

Responsibilities:

• Primary job assignment was to provide the highest level of security to “Sterile” areas.
• Duties include:
• The search of personnel and belongings
• Explosives identification and detection
• Identification and detection of sharp objects, and weapons
• Locating and identifying hidden weapons and concealed objects
• Identifying and reporting illegal narcotics
• Ongoing training in security procedures
• Deciphering intelligence reporting and applying information to security needs
• Operating X-ray and other search machinery
• Operating explosives detection and narcotics machinery
• Operating Metal detection devices, such as a hand wand, and walk through scanner
• Performing personal search of belongings and oneself
• Safe handling of dangerous objects
• Documenting and securing security breaches