Summary

A get-it-done attitude, customer-focused, problem solving systems administrator that is always looking for ways to improve a product, delivery or process. Strong in Asset Management, database administration, system administration and configuration. Expert in BMC FootPrints Administration, implementation, CMDB and Asset Manager. Interested in challenging technically opportunities within development and administration.

Skills

• Expert in installation, configuration, maintenance, documentation and training of CMDB and BMC Footprints.
• Proven ability to manage a project from idea to production including training and documentation.
• Quick at learning new software and technologies.
• Able to work in groups or individually with little instruction.
• Strong oral and written communication skills, including but not limited to creating presentations, graphs, charts, user guides, reports and how to documentation.
• Ability to interact effectively with all levels of employees and customers/clients from diverse backgrounds, levels of support, departments and organizational levels.
• Proven ability to troubleshoot and resolve hardware, software and networking issues.
• Experience with Web Development, HTML, JavaScript, MySQL, SQL, ORACLE, BASH Shell , PHP, PERL programming languages.
• Software used, configured and maintained Windows XP/Vista/7/Server 2000/Server 2003/Server 2008, SQL Server 2003/2008, MS Office Suite, MS Access, MS Project, MS PowerPoint, Lotus Notes, IIS 6/7, Linux, AT T Dialer, Cisco VPN software , Blackberry Enterprise Server BES , Android personal level .

Experience

Confidential

FootPrints Service Core Asset Core SME/System Database Administrator

• Met with various stakeholders to come up with workflows of the service desk and service management
• Created test and development environment to not corrupt production
• Assisted with developing the test network/environment for testing of Active Directory and Personnel systems to communicate with each other and FootPrints
• Installation of Asset Core, Service Core and configuration of configuration management and service catalog.
• Migrated applications from a shared server to individual servers sharing one database server
• Managed 8 servers 2 production, 3 test and 3 development
• Created reports for service desk, asset management and configuration management.
• Created web forms to replace paper forms that would feed into the service desk
• Trained project managers to be administrators of applications and database related to the applications.
• Documented brief how to and tips and tricks of the applications to assist administrators as well as why and how the application was configured.

Confidential

FootPrints Service Core Asset Core SME/System Database Administrator

• Configured environment for testing and development, to test migration and develop new configurations.
• Upgraded, migrated and configured changes in software and policy to help automate more processes and less manual labor.
• Outlined enhancements for workflow and policies to better utilize FootPrints Service Core and CMDB
• Streamlined Change Management and Purchasing processes.
• Reconfigured FP to provide for better performance reporting.
• Compared Asset Discovery tools and configured CMDB to get specific information from various asset discovery and management tools while making CMDB the goto repository for all asset information.
• Installed Assent Manager and configured queries and reports to give better visibility to baselines.

Confidential

CMDB/FootPrints Administrator

• Plan course of action for deployment of Service Desk workspace for customers and technicians.
• Installed, configured, implemented, upgraded and trained users and administrators on BMC/Numara FootPrints along with best ways to manage SLA's within the system and escalation processes.
• Pre and post migration planning between VM and physical systems.
• Configure workspaces for Service Desk, HR, Asset Management, Finance, Change Management, Multimedia and others.
• Configure CMDB to manage assets and set up auto-feeds from SCCM, LanDesk, and Active Directory.
• Configured asset relationships using SQL queries.
• Created detailed reports via SQL queries, MS Access, Perl, PHP, HTML, and Crystal Reports.
• Created test and development environments for quality assurance and validation.
• Worked with Windows Server 2008, SQL Server 2008 and 2005, physical and virtual machines.
• Managed backups of servers and databases.

Confidential

Support Anaylist

• Install of various versions of Numara Footprints software on various platforms connecting various databases engines.
• Configure escalations, change and process management processes.
• Maintain inventory, inventory repair and inventory acquisition.
• Instructed and trained users on specific procedures, processes and workflow within the software.
• Configure reports and searches both within the system and directly on the database.
• Worked with Windows Server 2003/2008, SQL Server 2005/2008, Linux Fedora/CentOS, MySQL, Oracle and PERL.
• Assisted administrators with deployment best practices, deployment, pre and post installations and migrations, external reporting using PERL, PHP, HTML, MS SQL, MySQL, MS Access, Crystal Reports and others.

Confidential

System Admin/Helpdesk/Desktop Support

• Troubleshoot software, hardware, server and network problems.
• Set up vendor relationships for equipment purchases saving the company more than 120000 than originally projected.
• Maintain Windows 2000/2003, MS Exchange 2000/2003 accounts, Symantec Antivirus Server and clients, BES and fileserver.
• Created and maintained reports using MySQL, PERL and HTML.
• Create and maintained images and manage rollout of new desktop, laptops and BlackBerrys to local and remote users.
• Repair/replace systems and equipment such as but not limited to: Dell, IBM, Gateway and HP desktops, laptops and printers.
• Migrated users from older systems to newer systems, equipment and software.
• User admin for remote access RSA , exchange and the domain in general.
• BlackBerry Enterprise Server BES Admin and handheld and wireless device manager.
• Maintain software and hardware inventory and transfer of equipment using Access 2003, MySQL and MSSQL 2005.
• Software used but not limited to: Symantec Ghost 9, Windows 2000, XP, Server 2000/2003, MS Office, AT T Dialer, Nortel Extranet, Cisco VPN, RAS SecureID manager, Active Directory for adding and deleting users, creating group policies, and doing queries, Symantec Antivirus server and client, Oracle Financials jinitiator making sure the java client is working to connect to Oracle, ADI, FRX and others.
• Arranged purchase of more than 500 laptops and desktops and saved the company more than 15K on the purchase.

Confidential

Helpdesk Analyst

• Assist international clients and executive staff with access to networks via dialup or HSIA over VPN.
• Troubleshoot their problems pertaining to network connections including but not limited to TCP/IP, DNS settings, and basic personal home router configurations.
• Ticket logging of all calls and tracking of all problems from start to finish via REMEDY.
• Few tickets per day as it was a 1 priority to give preferential treatment to these users which included everyone from international sales person to CEO of the company.
• Documenting and improving current procedures for entire helpdesk.
• Software used but not limited to AT T Dialer, Cisco VPN, Nortel Client, MS Office, MS Outlook, Active Directory, RSA Ace Server for SecureID, Windows 2000 and others.

Bristol Myers-Squibb

Helpdesk Analyst

• Assist users with access to networks remotely using AT T Dialer, Cisco VPN, HSIA and configuring their personal routers.
• Troubleshoot problems with MS Office utilization for projects and spreadsheets, proprietary samples database software for the sales team, expense reporting software, printers, laptops and handheld computers HP tablets and Journada's .
• Tools used to assist with connectivity were NWAdmi, AT Dialer, and Cisco VPN.
• Log all calls in REMEDY ticketing system 20 55 calls per day.
• Provided Level I and II phone support.
• Software used include but not limited to AT T Dialer, Cisco VPN, Nortel Client, MS Office, MS Outlook, Active Directory, RSA Ace Server for SecureID Windows 2000, Windows XP and others.