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Senior Systems/network Administrator Resume

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TECHNICAL SKILLS

Systems Software: Microsoft Windows XP/Vista/7/8.1/10 Client OS, Windows Server 2003/2008/2008 R2/2012 R2/2016 Server OS, VMware ESX, Citrix Hypervisor/XenServer, Microsoft Hyper - V

Network Software: Cisco IOS, Cisco IOS XE, Cisco NX-OS, Palo Alto Networks PAN-OS, Fortinet FortiOS, Juniper JUNOS, Dell Networking DNOS

Management and Monitoring: CiscoWorks, HP Openview NNM, Solarwinds Orion/NPM/SAM/NTA/LEM, Cisco/Sourcefire FMC, Paessler PRTG, VMware vCenter, Citrix XenCenter, System Center Configuration Manager, Cisco Secure ACS, TACACS+

User Identity and Access Control: Cisco ISE, Cisco CDA, Palo Alto Networks UID Agent, Cisco AnyConnect Secure Mobility Client, 802.1x, RADIUS, Microsoft Active Directory, Cisco TrustSec, PKI (U.S. Gov’t)

Collaboration/Messaging: Cisco UCM, Cisco Unity Connection, Microsoft Teams, Skype, Zoom, Microsoft Exchange/Outlook, Lotus Notes, Shoretel Shoreware/Communicator, Yealink

Endpoint Security: Sophos Endpoint Security, McAfee Endpoint Security, Kaspersky Endpoint Security, Fortinet FortiClient

Remote Control/Remote Access: RDP, VNC, TeamViewer, GoToAssist, LogMeIn, Connectwise

Network Hardware: Cisco Nexus/Catalyst switches, Cisco ASR/ISR routers, Cisco Aironet wireless LAN controllers and access points, Cisco ASA/FirePOWER security appliancesDell Networking N-Series/S-Series switches, Palo Alto Networks PA Series NGFWFortinet FortiGate NGFW, Juniper SRX security appliances, Pulse Secure MAG/PSA VPN security appliances

Network Storage Hardware: Dell EMC Unity, Dell EMC Isilon

Infrastructure Protocols and Technologies: IPv4 TCP/IP, EIGRP, OSPF, BGP, DNSDHCP, LACP, VRRP, Spanning tree, VTP, Cisco VPC/VSS, SNMP, Syslog, FTP, SSH

Other Software: Microsoft Visio, Wireshark, Adobe Acrobat

PROFESSIONAL EXPERIENCE

Confidential

Senior Systems/network administrator

Responsibilities:

  • Managed and maintained teh client’s network infrastructure, locations including teh client headquarters and three data center colocation sites, and two remote offices, divided into two separate network environments
  • Created and administered Active Directory user accounts and Exchange mailboxes both on-premises and in Office 365
  • Managed and maintained teh client’s Citrix XenServer virtualization environment, including teh deployment of new virtual machines, as requested/required
  • Performed proactive monitoring of teh network, utilizing Passler PRTG (for teh enterprise environment) and teh Solarwinds Orion platform (for teh government environment)
  • Since teh beginning of teh COVID-19 pandemic, completed more than a dozen critical network infrastructure security and maintenance tasks and projects within teh two network environments, including teh installation, consolidation, replacement and decommission of Dell Networking and Cisco switches across several of teh client’s office and colocation sites
  • Initiated network-wide firmware upgrades for teh network infrastructure, including FortiGate firewalls and Dell switches, as well as Cisco ASR routers
  • Created and implemented new security profiles and policies on teh client’s FortiGate firewalls at all sites, resulting in improved visibility in traffic flows, as well as improved security
  • Worked closely with teh systems engineer on several local projects, including teh deployment of new VMware and Hyper-V virtualization clusters, and migrating existing virtual machines to teh new clusters; additionally, provided end user support (remote and deskside), as needed
  • Occasional travel to regional spoke sites for network deployments, infrastructure upgrades and
  • refreshes, and to provide on-site end user technical support
  • Regularly and frequently reviewed Solarwinds, Palo Alto and Cisco ISE logs, as part of proactive network monitoring policy, established by myself and teh IT team lead, which led to lower daily ticket counts and improved resolution times for network connectivity and Internet access issues, as reported by teh end users
  • Managed teh successful upgrade and migration of teh Internet access circuits at two of teh client’s critical sites in teh U.S., resulting in improved data connectivity between hub and remote sites, and saved teh client more than $3,000 per month in connectivity charges

Confidential

network engineer

Responsibilities:

  • Primarily responsible for teh design, implementation, administration, optimization, and maintenance of teh enterprise network and storage infrastructure across four sites (one local and three remote), providing connectivity to approximately 100 end users
  • Monitor and administer 60+ physical and 20+ virtual servers (both VMware and Hyper-V), in addition to Quantum block storage and NetApp file storage appliances
  • Daily duties include Active Directory and MS Exchange administration, network monitoring, and providing technical support (local and remote) to end users
  • Conducted network-wide firmware upgrades across all U.S. sites, including Cisco Catalyst switches and Cisco ASA security appliances, and Cisco WAN and branch routers
  • Created and maintained detailed network documentation, including port maps, physical and logical network layout
  • Research emerging technologies and networking best practices, and advise management on possible improvements to teh current network infrastructure
  • Planned and executed teh deployment of Cisco Meraki MX security appliances and ZyXEL switches to remote sites in three states, utilizing IPSec VPN tunnels for voice and data connectivity back to teh hub site
  • Performed P2V migrations of several servers in teh environment, as part of teh buildout of teh client’s Hyper-V virtualization platform; built both physical and virtual servers from scratch

Confidential

service desk administrator

Responsibilities:

  • Provides technical support for approximately 600 local and remote users and computers
  • Led teh service desk team in teh migration from Windows XP to Windows 7; also led teh team in two hardware refresh/deployment cycles
  • Create, document, troubleshoot, and resolve incident and problem tickets, in both BMC Remedy and Microsoft SCSM
  • Build, test, maintain, and deploy Windows images for workstations and laptops
  • Administer teh Shoretel ShoreWare VoIP system (MAC address to telephone extension mapping, add/change/delete users & mailboxes, voice mailbox password reset)
  • Deploy Shoretel phones to end users, and configure teh Shoretel Communicator PC client application;
  • Troubleshoot VoIP issues (random call disconnects/phone reboots, poor call quality, malfunctioning hardware)
  • Troubleshoots desktop and laptop hardware and software issues, placing service calls and obtaining replacement hardware as necessary
  • Perform manual and automated User State Migrations and Operating System Deployments, utilizing Microsoft ADK tools and Microsoft SCCM 2012
  • Administer Active Directory user and computer accounts (new account creation, group membership change, password reset, domain join, BitLocker recovery, etc.)
  • Imaged HP laptops with Windows XP or 7 for deployment as part of an air-gap network refresh, effecting more than 700 users
  • After imaging, assisted users with password resets, Outlook configuration, and Citrix setup before machine deployment
  • Given parameters, pre-configured network printers for deployment
  • Performed proactive user assistance, visiting offices throughout FAS and handling IT issues as reported

Confidential

IT Support technician

Responsibilities:

  • Under teh Office of teh Director, provided Tier 2 (desk-side) support to teh agency’s 900 users, located at approximately 12 worksites across teh city
  • Used Remedy to track teh status of open and resolved issues, reported by users
  • PC’s supported include Windows XP and Windows 7 Professional
  • Provided second-level, desk-side technical support to teh Office of teh Chief Information Officer in Southwest D.C.
  • Tested and inventoried current IT assets for redeployment, and those for decommission and disposal
  • Imaged, tested, and deployed Windows XP and Windows 7 workstations
  • Used Remedy to track teh status of open and resolved issues, reported by users
  • Migrated users from Windows XP to Windows 7 as directed, transferring each user’s data from teh old machine to teh newly deployed workstation
  • Provided first-level remote PC and application support for approximately 6,000 users and two remote sites
  • Resolved about 90 precent of all trouble calls received using teh CA Unicenter Remote Control to connect to users’ computers, thoroughly documenting those issues that cannot be resolved remotely, and escalating those tickets to teh appropriate groups within DOIM
  • Responded to users’ technical questions/requests via telephone and email, directing users to teh appropriate department to fulfill their requests
  • Trained newly hired technicians on helpdesk processes and procedures
  • Became teh help desk POC for PKI-related issues effecting users (i.e., email digital signature/encryption, new CAC/cannot open encrypted email, DOD ARA digital certificate recovery)
  • Imaged and supported a new rollout of Windows 7 Enterprise workstations
  • Performed network port activations, as junior member of teh network engineering team
  • Provided day-to-day wired/wireless LAN support for customer sites located in Washington, DC
  • Configured and shipped routers and switches for deployment to various customer sites around teh country
  • Participated in various projects supporting teh customer, including a 48-hour continual (daytime and overnight) on-site support project for teh customer during teh 2009 Presidential Inauguration here in Washington, DC
  • Configured and shipped almost two dozen pieces of network gear to various AMTRAK locations within teh Northeast Corridor, as part of teh enterprise’s network hardware refresh project
  • Opening and closing TCP/UDP ports on teh appropriate firewalls and security appliances, as necessary

Confidential

Cisco Network Engineer

Responsibilities:

  • Managed approximately 300 network devices and a dozen Windows servers, providing network connectivity to approximately 300 servers and 2,000 users across two airports in a tiered campus network infrastructure
  • Used Remedy to track teh status of open and resolved issues, reported by users
  • Reviewed system logs and events as reported via SNMP as reports generated from HP Openview, CiscoWorks LMS, and Cisco wireless LAN controllers
  • Administered network-wide configuration changes to Cisco routers and switches via CiscoWorks LMS and HP Opsware network management servers
  • Research, document, and recommend software updates and configuration changes for teh network infrastructure devices, as deemed necessary by myself and upper management
  • Researched, tested, and implemented a redundant multi-homed ISP configuration between Reagan National and Dulles airports
  • Configured and deployed routers and switches as part of network expansion or EoL replacement projects
  • Comfigured and implemented TACACS+ and RADIUS on Cisco network devices, in conjunction with teh Cisco Secure ACS and Microsoft Active Directory, to provide AAA services for administrative and user network access
  • Implemented network-wide upgrades to teh IOS software
  • Worked with a team of engineers to plan, test, and successfully implement a redundant topology as part of a network expansion project
  • Configured autonomous wireless access points, which has recently been upgraded to lightweight access points and are managed via Cisco 4400 series wireless LAN controller and Cisco WCS server
  • Configured and implemented ACLs and NAT/PAT on Cisco ASA appliances, and Cisco routers and switches in teh production network
  • Configured site-to-site and remote-access VPN’s on Cisco ASA appliances and Cisco routers
  • Researched, documented, configured, and successfully tested an implementation of SNMPv3 on HP Openview, CiscoWorks LMS, and Cisco routers and switches
  • Provided support for more than 5,000 U.S.Coast Guard users, located on-site and at more than 29 remote sites around teh world
  • Deployed USCG Standard Image of Windows XP Professional SP2 to PXEBOOT-capable laptops and workstations via RIS servers
  • Responded to and resolved customer issues by phone, email, remote support (through Microsoft’s Offer Remote Assistance tool), and desk-side visits
  • Used Remedy to track teh status of open and resolved issues, reported by users
  • Provided after-hours support for VIP persons and offices, such as teh National Response Center, teh Office of teh Commandant, and teh Command Center via telephone and Remote Access (VPN)
  • Worked as an apprentice to teh Network Support section, utilizing teh Cisco 4500 series of Catalyst switches, troubleshooting and resolving network outages, connectivity and configuration issues, including port activation and VLAN configuration for data, voice, and printers

Confidential

Tier I Help Desk Technician

Responsibilities:

  • Using a customer service approach, provided phone-based technical support to over 5,000 government employees and contractors within teh District of Columbia relating to hardware, software and network connectivity issues. Agencies supported include teh Office of teh Attorney General, teh Executive Office of teh Mayor, teh Department of Health, and Fire and Emergency Medical Services.
  • Responded to incoming customer contacts via telephone, email, and voicemail.
  • Used Remedy to track teh status of open and resolved issues, reported by users
  • Troubleshot and resolved multiple hardware, software, network connectivity, web-based, customized applications and user security issues.
  • Tracked all incoming contacts using teh Remedy problem tracking system.
  • Diagnosed and answer any problems/questions pertaining to Microsoft Office 2003 Including Word, Excel, Outlook, and PowerPoint.
  • Utilized Active Directory to provide some account administration to customers.
  • Provided usage training to employees on various applications.
  • Troubleshot customer technical issues using Remote LAN Desk remote control software.
  • Performed software/hardware installations, configurations and upgrades.
  • Assisted in maintaining Remedy user database by creating and modifying user profiles.
  • Followed documented policies and procedures to meet required SLAs.
  • Worked with management to ensure team goals are met.
  • Reviewed monthly metrics and reports with help desk management.
  • Served as a liason between District government users and teh Server Operations and Network Operations teams, assisting in finding resolutions to server and network issues

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