Summary

• Three years of experience as a technical writer, composing more than three hundred support articles in addition to company updates, blogs, and customer emails.
• Designer and architect of the customer, and internal support system used by GetCloudServices.com support.getcloudservices.com . Support system includes refined ticket logic/processing rules for SLA and ticket handling policies, customer approach / philosophy definitions, highly detailed reporting and labeling system that included custom written data metrics for handling content classification, team, and support desk performance. Wrote custom jQuery liquid markup applets to extend functionality, built integration into customer portals and websites, created community interaction pages, enhanced SEO results through careful content structuring.
• Over five years of experience as a Systems Administrator, Network Engineer and consultant that evaluates, supports and creates customer solutions. I've managed and designed solutions that cater to client needs based on existing deployable technologies and further enhanced them via integration with other solutions and enhancements through custom programming.
• Three years of experience with Exchange 2010, one year as a primary administrator. Managed hosted Exchange 2010 environment with over 15,000 mailboxes and 2,000 customers
• Administration of XenServer, XenApp, XenDesktop, CloudStack, VMWare, Hyper-V, Windows Terminal Server, and RDS infrastructure.
• Trainer of Jr. Admins, and new hires. I served as an integral part of first week introduction and training experience.
• SharePoint 3.0 / 2010 / 365 Administrator. Responsible for migrations from3.0 to 2010, and general admin and database maintenance.
• Access 2013 database implementation and SharePoint integration experience.
• Administrator of basic POP email system SmarterMail 7.0 , and other auxiliary email systems including Sonian Email Archive, and Echoworx Mail Encryption Systems.
• Management of IIS Active Directory in a multi-tenant environment.
• Administration of physical and virtual servers running Windows Server 2003, 2008, 2008 R2
• Administered Cisco Switches, ASAs and other networking hardware
• Experience with Microsoft CRM, Cloud Backup Systems
• Programming experience with HTML, CSS, JQuery, Java, C , Resolve C
• Zendesk deployment, administration, API integration experience.
• Data analytics experience with a business intelligence and analytics platform GoodData, ITIL analytics and project management system experience with ServiceNow
• Experience structuring and determining data sets for analysis suites.
• Experience designing reports and formulas within a presentation framework to convey performance and interaction insight based on data sets I created.
• Management experience over technical teams.
• Project management experience involving an OS migration for a 15,000 seat company.
• Amazon Web Services Partner. Specializing in migration, scaling, hybrid primary environments. Database S3, Glacier , Application, and Virtual Server EC2 hosting, and redundant backup and failover solutions.
• Microsoft Office 365 Reseller setup, configuration, management, and migration specialist .

Professional Experience

Confidential

Responsibilities:

• Technical team lead for a team comprised of fifteen members.
• Facilitated, managed, and drove enterprise-level technology upgrades and implementations.
• Coordinated assets in multiple technical teams and disciplines to help deliver assigned projects within acceptable timeframes while adhering to quality standards.
• Curated quality standards, reports, project doctrine and standards.
• Created metrics to analyze project status and success.
• Served in roles as a deployment coordinator, and project manager.
• Leveraged project management and data analytics solutions in ServiceNow and SharePoint 2013 / Access 2013 to design tools and reports to assist my team in daily functions, aid in risk assessment, measure efficiencies, and manage the project.
• Helped administer and troubleshoot secondary client software including RightFax, McKesson, and a multitude of health software suites.

Environment: Microsoft System Center Manager 2012 SP2, Microsoft Office 365, Active Directory, Imprivata, AppSense, ServiceNow, Visio 2013, Access 2013, QIP, RightFax.

Confidential

Responsibilities:

• One of four Exchange 2010 administrators for 15,000 customer mailboxes.
• Implemented engineer directives for expanding and upgrading the Exchange server farm.
• Responsible for maintenance and upkeep of an Exchange server farm with over forty servers.
• Provided Exchange migration plans for customers and assisted with customer migrations.
• Systems administrator of Windows Server 2003, 2008, 2008 R2, Hyper V, Citrix, and auxiliary mail systems.
• Architect and manager of self-proposed customer support portal initiative based on Zendesk software. Designed ticket workflows customer support policy, data labeling, custom reporting metrics, jQuery liquid markup integrations.
• Lead technical writer responsible for overhaul of article standards relating to organization, format, SEO elements, and customer discovery.
• SharePoint 3.0 / 2010, IIS 7.5 administrator responsible for client site upkeep, migrations, and database maintenance.
• Trainer of Jr. Admins and new hires in various aspects of the company workings.
• Served in sales capacity for initial client inquiries regarding services, outlined and implemented migration strategies for potential adoption of company services.
• Responsible for upkeep up proprietary client software hosted within our virtual environment.
• Tier II support responsible for identifying, correcting customer issues, and documenting for later use.
• Integrated data from testing environment into development environment using scribe.

Environment: Microsoft Exchange 2010, Windows Server 2003, 2008, 2008R2, Hyper V, Citrix XenApp, XenServer SmarterMail 7.0, EchoWork, Sonian, CloudStack, BackupAgent, WHMCS, Microsoft CRM 4.0, Microsoft Outlook 2003-2013, jQuery, CSS 3.0, JavaScript, HTML, MS SQL Server 2008, VMWare, Active Directory, Terminal Server 2003 2008, GoodData, Zendesk, SharePoint 3.0 2010, IIS 6,0 7.5

Confidential

Responsibilities:

• Maintained client networks, software systems, servers, and infrastructure.
• Installed Cisco PIXs at client locations, setup networks and established VPNs.
• Managed Windows 2003, and 2008 servers Domain Controllers, and Terminal Servers.
• Documented client setups and network topology.

Environment: Cisco Routers PIX's, Windows Server 2003 2008 RTM, Windows Terminal Services, Office 2003 2007.