SUMMARY:

• 15+ years of IT/System Administration support and management in various industries.
• Industries include (but are not limited to): Medical, Oil / Gas Storage, Confidential, Educational, Federal Law Enforcement, Oil Field Services, Oil & Gas, Engineering, Construction, Private Military Contracting, Media, Energy, Cellular / Mobile Communications, and Industrial Maintenance, Repair, and Service.

CORE COMPETENCIES:

• Virtual Servers / VMWare Administration
• Network / Server Administration
• System / Desktop Administration
• AD / Active Directory Administration
• SCCM Administrator
• Exchange / Office 365 Administrator
• Network Security Administrator
• Active Directory Administrator
• Sharepoint Administrator
• Skype Administrator
• Citrix
• Business and Application Analyst
• Document Standards and Processes
• Medical Systems Support
• IT Support (Domestic and International)
• Lotus Notes
• User Account / Customer Security
• AirWatch
• Project Management Support
• Customer Service Staff Management
• Data Migration Management
• Federal Law Enforcement Support
• Oil & Gas Support
• Construction Support
• Military Contracting Support
• Energy / Utilities Support
• Cellular/Mobile Communications Support
• Domestic and International Meetings
• Architecture\Design (IT)
• Remote Desktop Connection
• Secret Clearance as needed
• JDE / JDE Support / Administration
• Supply Chain Support
• Call Center / Call Center Support
• Data Migration
• Microsoft OS / Server OS
• Exposure to Complex Problems
• VPN Support
• Cost Savings
• Staff Development

TECHNICAL SKILLS:

Hardware: Alcatel Lucent, Avaya, Blackberries, (BYOD) Bring Your Own Device (Android and Apple), Cell Phones, Cisco Routers, Client Server, Hand Held Scanners, Hardware Keys, INROKey, iPhone, LAN, Laptops (Apple and IBM), MDM Managed Devices (iPhone and iPad), Meraki, Mobile Devices, Printers, RSA Token, Sled Device Cases, STU/STE Secure Phones, Wireless Networks.

Server / PC Software: (AD) Active Directory / Active Roles, AirWatch, Centricity, Cherwell Ticketing System, Citrix, Citrix Metaframe, Clinic Station, Courion, Documentum, DUO, Exchange Administration, ESRI, Exchange, Forms Anywhere, Hiplink, IBM Bluezone, IBM Mainframe, I - link, I-RAS, Jabber, (JDE) JD Edwards, KEWA, McAfee ePolicy Orchestra, Netpass, Office 365, Perfs, Radmin / Reachout (Remote Administrator), SAP (System Analysis and Product), SCCM, SECREAD, SharePoint, Skype, Symantec AntiVirus, Ticketing System (various), Virtual Server, VMWare, VPN 2-factor Authentication, Windows Server (various).

PROFESSIONAL EXPERIENCE:

Confidential, Houston, TX

Network, System, and Security Administrator

Responsibilities:

• Performed several Network Administrator roles while developing and suggesting progressive steps forward to help protect company from present and future aspect. Acquired knowledge and translated into trainable material.
• Administration:
• SCCM Administrator
• Managed computers in collection
• Ran and presented SCCM reports
• Created software distribution packages
• Pushed end point protection
• Trained others on use of system
• Exchange / Office 365 Administrator
• Created / modified / terminated distribution groups, accounts, and shared mailboxes
• Troubleshot issues related to all areas of Exchange and Office 365
• Added / modified Spam Filtering, Quarantine, and Connectors
• Performed message traces
• Modified exchange accounts, email addresses, and sip addresses
• Network Security Administrator
• Generated test phishing scenarios
• Developed Account and Password attack prevention strategies
• Developed Shared Device attack prevention strategies
• Developed GPO attack prevention strategies
• Developed clean up strategies after phishing attacks
• Active Directory Administrator
• Modified account and group permissions
• Modified Group Policy settings
• Troubleshot all issues related to Active Directory and synch issues
• SharePoint Administrator
• Granted / modified access requests
• Created / published pages
• Skype Administrator
• Created / modified / deleted accounts
• Troubleshot accounts
• Network / Server Administration
• Patched Servers
• Troubleshot all server related issues
• Installed software
• Created and ran PowerShell scripts
• Print Server Administrator
• Undated printer drivers
• Troubleshot print server issues
• Meraki Administration
• Registered Meraki device for a remote office setup
• Special Projects:
• Created distribution list communication network based on location and job role distribution lists
• Created initial program to document processes and training
• Created a Phishing Test strategy program for employees
• Initiated a training program for Help Desk
• Combined multiple sources of data into one database
• Enhancements / Improvements:
• Increased efficiency for creating new accounts
• Increased communication between departments
• Technical Support:
• Analyzed and troubleshot issues for 99% of systems and hardware

Confidential, Houston, TX

Application Support Specialist

Responsibilities:

• Discussed Exchange, AirWatch, and other mobility project application and device interactions
• Assisted, trained and supported customers and analysts with system operation and administration
• Met with vendors and analysts to coordinate solutions and desired improvements for business needs
• Provided expert level support to all levels of organization to enhance understanding of available tools
• Created documentation, advanced solutions and technical support to customers and other analysts
• Took a lead role to troubleshoot issues and problems within related IT teams and conducted appropriate change management
• Trained other technical teams and customers on support and use of devices and software
• Provided expert level support and configuration of various applications
• Created, tracked and resolved tickets in Cherwell ticketing system
• Scheduled meetings that was convenient for the customer to provide additional training or resolve complex issues
• Ensured the services provided contribute to the successful accomplishment of the mission of the department support
• Assisted 4info callers (customers) with password and mobile device issues
• Provided Quality Assurance testing and feed back to bring forward improved solutions and efficiency.
• Applied skills in line with Company values and goals, to assure the efficient, effective and consistent delivery of high quality IT services
• Special Projects:
• Smooth Set Shared Device Project; Provided training and support for Shared Devices and Bring Your Own Device (BYOD).
• Contributed to Smooth Set knowledge base to assist in efficient training and fixes
• Smooth Set Blackberry Transition Project: Contacted employees to participate in project, updated database, scheduled appointments for device pickup, and configured iPhone devices using MD Anderson approved standard
• Smooth Set Blackberry Transition Project: Verified customers were setup correctly in AirWatch before leaving deployment area
• Enhancements / Improvements:
• Collaborated with various Departments to improve efficiency for projects and customers
• Technical Support:
• Resolved iPhone device setup issues associated with the iPhone 5, iPhone 6, AirWatch, Hiplink, Institutional email and Jabber
• Troubleshot various logon issues associated with multiple systems and networks
• Answering inbound 4info calls

Confidential, Houston, TX

Application Support Specialist

Responsibilities:

• Met with customers and vendors to discuss business needs and concerns
• Provided solutions to customers in all levels of organization
• Created, modified, and deleted Exchange accounts, contacts, and distribution lists
• Troubleshot Exchange Admin Console user accounts, contacts, and distribution lists
• Analyzed Exchange server connection issues
• Provided project management resolutions and technical support for escalations and outages
• Identified ways to improve efficiency for Service Desk by addressing various procedures
• Created and managed user guides for Blackberry and iPhone activation, computer builds, creating/modifying AD accounts, and creating/modifying Exchange Accounts
• Created training guides for MS Word, Excel, SAP, VPN, JDE, phone use, adding printers, generating tickets and other various software and hardware
• Cost Savings:
• Confirmed various escalations were addressed to prevent lost revenue up to $12 million dollars; willingly assisted in keeping department within budget by selflessly reducing own per week hours to under 40 hours per week on multiple occasions
• Special Projects:
• Managed various vendor requests to ensure progression and completion in various tickets
• Provided specialized detailed support to various company projects
• Created a more detailed and organized knowledge base for those employees that were seeking a way of addressing the many different topics and applications that the Service Desk handles
• Enhancements / Improvements:
• Encouraged the following of same procedures by all Service Desk by re-verifying policies and procedures with Manager
• Technical Support:
• Created and modified JD Edwards and Network accounts
• Created and modified functional mailboxes and distribution lists
• Migrated Exchange accounts between Exchange databases and servers
• Troubleshot Outlook / Exchange issues; troubleshoot network and operations related issues; troubleshoot Microsoft and other applications
• Gathered information on outages to help assist in locating root cause
• Set up iPhone and creating MaaS360 accounts for email on iPhone
• Set up Blackberry Enterprise email
• Located patterns and trends in reported issues, calls, and requests
• Increased efficiency in ticket routing
• Password resets for various systems (including Active Directory)
• Modified Distribution Lists and Functional Mailboxes
• Collaborated with all employees for increased efficiency; participate in experimental pilot tests
• Confirmed employee requests have been addressed

Confidential, Houston, TX

Field Services Network / System Administrator (IT Support Specialist)

Responsibilities:

• Managed Lotus Notes databases
• Troubleshot Lotus Notes databases, connections, and profiles
• Troubleshot Exchange profiles and connections
• Created and modified Exchange accounts, distribution lists
• Provided project management, cost savings, technical support, and (network, software, desktop, server, and database) administration
• Cost Savings:
• $4,800 saved annually by switching to a more efficient brand of hard drives; the new drive was found to be more reliable and possessed more IOPS
• $500 annually saved by implementing a compressor for air blowing machines instead of constantly purchasing cans of air
• $11,000 saved by recycling old laptops instead of purchasing new laptops
• $10,000 saved by using previously unused solid state drives as additional storage instead of purchasing new hard drives
• $10,600 saved by reactivating warranty on two servers instead of purchasing new servers and broken hard drives
• Reduced employee costs by increasing efficiency in communications for site which included creating distribution lists and quick key scan to email
• Purchaser for US Land Division’s hardware
• Special Projects:
• Conducted hard drive tests to identify best hard drive to purchase
• Managed license renewals for future concerns or break downs
• Planned architecture for site data backup
• Guided communication between various IT divisions to encourage synergy, camaraderie, and efficiency
• Utilized various IT divisions knowledge to create a mastery of fixes that was re-shared with all divisions
• Lead project to upgrade Alaska’s XP machines to Windows 7
• Lead support of Land Division’s Supply Chain process and systems at West Airport
• Directed creation of auto notifications via Orion of server outages
• Processed account terminations and creations for US Land Division
• Enhancements / Improvements:
• Improved laptop build time by creating a standardized process which reduced build time by 30 minutes; enhanced customer service by reducing customer wait time from several weeks to one day in many cases
• Improved customer satisfaction by performing in-depth diagnostics and preemptively addressing future concerns any time a machine was repaired
• Created new SCCM virtual server for increased imaging efficiency
• Built camaraderie between departments and divisions
• Technical Support:
• Managed Lotus Notes databases.
• Troubleshot Lotus Notes databases, connections, and profiles.
• Troubleshot Exchange profiles and connections.
• Created and modified Exchange accounts, distribution lists.
• Created Virtual Servers; supported Supply Chain processes and systems
• Processed workflows; created user and computer accounts
• Monitored Servers’ performance; Built / Imaged Dell laptops and desktops
• Troubleshot Microsoft Operating Systems and Microsoft Office; troubleshot Lotus Notes connections onsite and offsite; troubleshot server connections or issues
• Performed on-call duties; traveled to remote sites as needed
• Maintained software and hardware inventory; remotely repaired software
• Investigated rogue machine alerts
• Supported Land, Survey, Marine, and IFQC divisions
• Supported Vibrators / Mechanics Pool, Electronics Pool, and GeoPhones / Cable Pool

Confidential, Houston, TX

Network Architect / Administrator / Engineer

Responsibilities:

• Provided project management, cost savings, backup system architecture, database administration support, and technical support
• Cost Savings:
• $900 saved annually by choosing bulk purchase of backup tapes
• $1600 saved on generator contract renewal negotiation
• $2000 saved in A/C contract renewal negotiation
• Special Projects:
• Decided best solution for ACT database; engineered new backup plan for company data
• Managed backup policies and database restores (including SharePoint)
• Nourished harmonic relationship between networking team, DBAs, and SharePoint Administrators
• Supervised repairs of security camera systems for building; managed alarm and burglar system repairs for building; directed upgrades and repairs to A/C for building
• Planned and engineered upgrade to server room A/C; planned upgrades of security system
• Renegotiating contracts for various server room hardware
• Enhancements / Improvements:
• Improved database restores from days to minutes
• Created a more efficient backup plan to decrease network load during peak hours
• Suggested new policies that would decrease amount of storage needed
• Enhanced cooling of server room and building
• Improved customer service confidence by finding solutions for previously unsolvable problems
• Support
• Troubleshot all Confidential software as needed
• Troubleshot Citrix and Thin Client connections onsite and offsite
• Architecture of Backup Recovery System; reimaged PCs and laptops as needed
• Set up ICA Connections for personal and company owned equipment
• Assisted in walking customers through new processes
• Monitored backups and optimizing tape usage; replaced LTO drives
• Performed on-call duties; upgraded servers and backup equipment
• Monitored server room activity; monitored building employee activity
• Analyzed security systems and suggesting enhancements; analyzed current data backup procedures and suggesting enhancements; analyzed current server room cooling procedures and suggesting enhancements

Confidential, Houston, TX

Technician II Lead

Responsibilities:

• Provided cost savings, project management, information sharing, and technical support
• Cost Savings:
• $30,000 saved per month (recurring) by eliminating a 15 min wait per call associated with blackberry server administration; each 15 mins was equivalent to $7.50 per help desk employee; suggested giving each help desk representative training and access to the blackberry server so that they would not have to wait 15 mins for one person to access the blackberry accounts
• Special Projects:
• Migrated acquired company employees from Lotus Notes to Exchange
• Finding qualified candidates for Video Teleconference Team
• Led specially picked teams for special projects on weekends and holidays
• Creating a “let’s fix all” solution for all calls
• Enhancements/Improvements:
• Improved average call handle time in call center; improved morale and efficiency of call center employees and customer calling in; enhanced efficiency of call center troubleshooting processes
• Technical Support:
• Troubleshot all Baker Hughes software as needed; assisted in walking customers through new processes; provided the best and most efficient solution for all customers
• Set up Outlook and PST files; remotely resolving customer concerns
• Installed all Baker Hughes software as requested and permitted
• Suggested improvements to team to help reduce call volume and call backs
• Shared technical support knowledge with co-workers
• Communicated with other Baker Hughes technical support groups
• Made sure all customers’ day are a little better and brighter when our call ends