EXPERIENCE

PROFESSIONAL SUMMARY

Over 10 years providing tier 2 and 3 support to windows desktop and server environments. Provided support for windows server 2000, 2003 and 2008 R2 as well as workstation support and mobile device support. Experienced in providing top level support to Linux/Unix environments including SUSE, Solaris and Red Hat. Experienced with VmWare products such as VSphere and ESXi 4.1 -5.1. Provided top level support for Infrastructure to design as well as network design and architecture. Provided support for data center conversion from physical to virtual environments including migration of Windows Server 2008R2, Windows Server 2003, Windows 2000.

Confidential

System Administrator

• Provide support as well as advanced troubleshooting of all lab network environments.
• Provide advanced support to secondary labs as needed.
• Work with Cisco models Catalyst 2950, 3750, 6550, and 6750.
• Coordinate with Net-Eng and NOC to develop best practices for POS lab environment.
• Maintain embedded devices to insure stable testing.
• Troubleshoot Windows and 4690 POS systems as needed.
• Coordinate with appropriate teams to maintain top tier stability in labs.
• Complete and direct network redesign for home office lab test lab
• Create ground up network architecture for new POS Test Lab.
• Work with Windows embedded systems to provide top level troubleshooting.
• Create and maintain documentation on all above systems in the lab.
• Investigate system and network vulnerabilities as discovered and assign to appropriate teams.

Confidential

Level 2 help Desk

• Provide tier two support to 400 clinics, radiologists and internal employees.
• Create and maintain Active Directory Domain Services for internal employees.
• Create suitable network environment with print and storage services as needed.
• Develop network infrastructure for new office to allow growth of company and accomidate more users. Primary hardware was Cisco 3950 48 port switch.
• Work with Red Hat Enterprise Linux and Windows Server 2008r2 environment for support and build as needed.
• Create and enforce group policies suitable for growing environment through active directory and technical services.
• Provide internal maintenance to all in house computers as needed.
• Write and test Perl and Bash Shell scripts as needed for administrative tasks.
• Build computers to meet current needs and uphold standards of medicine for radiologists.
• Track all assets on in house network as well as external assets.
• Utilize SCCM2007 and SCOM to manage employee desktops and servers.

Infrastructure Engineer Wal-Mart Contract

• Update images for deployment through Symantec Ghost.
• Update existing Windows XP images to current valid images.
• Create templates from updated VDI images for mass deployment.
• Work with SCCM2007 to create packages for Windows 7 build and deployment
• Work in VSphere environment for creation and modification of VDI templates
• Create Shell scripts as needed to speed up deployment of Suse Linux Enterprise Server 11.
• Work with client to insure all needed updates are applied.
• Apply any remaining packages as needed per image.
• Create, build and troubleshoot massive multi-node Suse Linux Cluster.
• Build XML configuration files for image deployment.
• Manage Images for Citrix Xen Desktop and troubleshoot Citrix Presentation servers.
• Test images to validate deployment before being released to the client.
• Manage Citrix issues as it related to Distribution center and user login issues
• Verify logs to validate applications and trouble shoot as needed.
• Build images for SUSE Linux Enterprise Servers for large clustered services.

Level 2 Server Support - Wal-Mart Contract

• Work helpdesk tickets as they arrive.
• Maintain and troubleshoot all server issues.
• Dispatch Dell and HP technicians as needed
• Troubleshoot routing and switch issues based on known configuration and behavior
• Work with tickets created by MOM and SCOM to resolve issues on network.
• Troubleshoot WMI and RPC issues in servers as needed.
• Troubleshoot Citrix issues related to Servers as well as VSphere environment
• Troubleshoot SCCM2007 rollouts and updates
• Troubleshoot and maintain NAS/SAN infrastructure
• Maintain Vsphere and VMware environment.
• Resolve Active Directory and Domain Services issues as needed.
• Write and execute VBScript to maintain mission critical services.
• Resolve Suse Linux as well as Red Hat linux as needed through ESX environments.
• Maintain backups for enterprise environment through Veritas.
• Maintain Windows Server 2000, Server 2003 and Server 2008 R2 as well as Suse Linux Enterprise Server Support for VMware as needed.
• Maintain servers in all 3 Wal-mart Data centers

Systems Engineer - Contract

• Assess and troubleshot all used systems as they arrive in warehouse.
• Ensured all hardware is functioning and ready for resale or disposed of properly.
• Repair All Cisco, Juniper, F5 and Brocade network equipment as needed.
• Reflash Cisco, Juniper, F5 and Brocade firmware for resale.
• Designed SCCM2007 deployment environment.
• Repaired and refurbished laptops, desktops and servers to sales specifications.
• Tested all server and network switch hardware for functionality to determine if it can be resold and support Windows server 2003, Windows server 2008, Red Hat Enterprise, and SUSE Linux Enterprise Server.
• Streamline troubleshooting process for specialty hardware including NAS/SAN controllers, embedded devices, and VoIP controllers.
• Maintained and built images for desktops and laptops for mass duplication to get product ready for sale using Norton Ghost server.
• Utilized Acronis True Image for Linux distribution to eliminate time needed to get product ready for sale and shipping.
• Utilize VMware and to manage and create virtualized images for deployment of windows machines through Norton ghost. Modify existing images in a virtualized environment to customize windows installations to a customer's needs. Utilize VSphere to act as virtualization manager when working on client and generic images to be deployed.

System Administrator

• Maintained all in house services of network environment.
• Provided desk side and remote support for 30 employees in call center and home office.
• Rebuilt server storage from the ground up to work with existing Ubuntu Linux based Fonality VoIP gateway.
• Worked with CISCO network hardware to maintain stability between both offices.
• Manage user access to network resources through the use of Active Directory.
• Designed and produced all graphic designs and self-help videos for customer support web site utilizing the Adobe CS4 software.
• Manage mySQL database for customer support and shipping services. Troubleshot all issues with database services and handle all database administration
• Provided call center service as needed to help relieve call center employees during high call volume.
• Provided technical support to management iPhones for mail support and service. Assist employees and management with use of MS Office 2003 and 2007.
• Managed and troubleshot issues with UPS software as it pulled data from customer service SQL database for shipping and receiving.
• Set up and managed all router, switch and VPN configurations between both offices.
• Established a public Wi-Fi access point for visitors to main office and call center.
• Setup and coordinated Share Point Server for customer first service sales, ownership and call center floor.

Systems Engineer

• Serviced all desktops, laptops and servers.
• Provided customer support in front as well as over the phone. Average call volume during high traffic times would sometimes peak at 45 calls per day. Trouble shot an average of 8-12 machines on service bench per day.
• Troubleshot SMB infrastructure issues. Normally included Cisco hardware and various server environments.
• Contacted customers about machines to discuss current issues with their computer and find the best solution for the customer and their computer.
• Assisted with front store sales and service.
• Provided support to all Windows environments from Windows 9x family to Windows 2007.
• Provided occasional support to Mac OS9 and OSX for designers in local businesses.
• Utilize Norton Ghost imaging server to ready product for sale.

Systems Engineer, Technical Analyst Worked closely with the owner to service local users as well as corporate clients including City of Webb City Mo and other realtors with active directory maintenance.

• Create XML for Group Policy and remotely manage WMI as needed on a per client basis.
• Troubleshot and provided customer service to walk in customers as well as remote and phone support to call in customers.
• Troubleshot all hardware and software issues related to networking, software installations, backup and storage.
• Troubleshoot client Active Directory and LDAP issues as needed

Technical Specialist

• Computer tech and purchasing agent for Western Communications.
• Also responsible for maintenance and repair of local police, ambulance, and fire radios.
• Handle all internal and external questions relating to technology practices for system security and interface with radio hardware.

System Administrator

• Provided server and user support for Avaya phone issues
• Troubleshot user issues
• Handled change from Novell to Citrix.
• Maintained windows 2000 server. Handled migration from windows 2000 to server 03
• Maintained 75 user windows xp environment
• Troubleshoot Citrix issues as needed.
• Provide technical support for blackberry server and synchronization issues.
• Provide Blackberry, Palm OS, and windows mobile support to clients and customers who purchased OS based devices.
• Lead technician for windows environment for 6 locations. Troubleshot all issues with in house systems as well as client network issues.
• Handled all customer concerns with their wireless service and devices.
• Sold new devices and service as needed.
• Maintained multiple kiosk and store location networks and computers.
• Provided extended technical support for 2 locations for home office as needed
• Troubleshoot customer data connect plans and any issues with their windows laptop as needed so they can use the services att provided.
• Provide support and tech work for hardware refresh of legacy Dell hardware to new hardware
• Ensure all software works the same on new machine as legacy machine after completing data transfer with Robocopy
• Test all Microsoft software functions as well as check for contacts and email after transfer
• Test users with Lotus notes to make sure lotus notes transferred correctly. If data did not transfer correctly, move data and make sure all previous settings function

Skills

Server/Hardware

• Dell Hardware
• HP Hardware
• IBM Hardware
• HP Blade servers
• IBM Blade Servers
• Dell Blade Servers

Windows Server

2003, 2008r2

Windows Server 2000

IBM 4690

SUSE Linux 10/11

Red Hat Linux 5/6

CentOS

Debian Linux 4 - 6

Mandriva Linux

Solaris 10

FreeBSD

Active Directory

Domain Services

Group Policy Obj.

LDAP

System wide Policy creation and enforcement

Network Support

• TCP/IP troubleshooting
• Router configuration
• And troubleshooting
• Including wireless
• Citrix Xen Desktop
• Citrix Presentation Servers

CISCO/Juniper

• NAS/SAN storage
• Distributed File Systems

Scripting Languages

• Bash/Shell
• PHP
• JavaScript
• AJAX
• PERL
• PYTHON
• HTML
• XML

CMS

• Wordpress
• Joomla
• Drupal

Remote troubleshooting software

• RDP
• VNC
• Team viewer
• Cross loop
• iLO
• DRAC

Imaging software

• Norton Ghost
• Acronis True Backup
• Ghost4linux
• SCCM
• SMS
• ImageX
• Sharepoint server and services mgt.

Certifications

A

Network

Current Independent

Training

• LPIC 01 02
• MCSE
• CCNA
• CCIE

Software

• Adobe CS3/CS4
• Dreamweaver
• Adobe Photoshop
• Adobe Flash
• Adobe Premier
• Adobe Encore
• Adobe Illustrator
• GIMP
• MS Office Suite
• Swish Max
• Backtrack 3
• Helix 3
• Ontrack easy recovery
• Active undelete
• Spyware/Virus removal
• Desktop/laptop/
• Mobile devices
• Component Level
• Soldering
• Linux/Mac/Windows
• 9x-7
• SQL database maintenance

Mobile device support

• Including iOS
• Blackberry
• Windows mobile
• Palm