SUMMARY:

Detailed-oriented, creative, and forward-thinking IT professional with 20 years of comprehensive and progressive experience in all aspects of systems administration and desktop support. Exceptionally skilled in implementing and maintaining computer systems, purchasing and testing hardware, solving technical issues, maintaining equipment inventories, and sustaining documentation. Expert in assisting internal and external users to resolve technical problems, answering customer inquiries, testing computer functionality and network connections, updating and patching servers, and enforcing company policies. Articulate communicator; accustomed to developing and maintaining positive relationships with all levels of individuals of diverse backgrounds. Comprehensive knowledge of administrative procedures and systems such as word processing, file and record maintenance, and services.

TECHNICAL SKILLS:

Operating Systems:MS Server 2016/2012/2008, Windows 10/7/2000/XP/Vista Software

Software:MS Office Suite, Office 365, MS Project 2012/2008/2003, SCCM 2012/2007, MSVisio, MS SysPrep, MS Exchange Server, Citrix XenApp 6.5, VMware, Active Directory, ServiceNow, Filesite, filevine, VB scripting (Administrative Scripting), Active Directory Management/Group Policy Objects (Net lQDRA/GPA), Windows Installer/MSI, HP Service Manager, Net Framework, Marval, Pega-Swan,, Interactive Recorder Client, TSYS, FDR, Goldmine, Altiris, Lotus Notes Sametime, Cisco VPN, Nortel,, Host Explorer, Terminal Services, Oracle, Norton Anti-Virus, Remote Desktop

Hardware:IBM/Lenovo, Dell, HP and Panasonic servers, desktops, laptops, Xerox Document Centers, Blackberry, Motherboards, Video and sound cards, Monitors, CD-ROM Drives, Memory Chips, Scanners, and Printers

PROFESSIONAL EXPERIENCE:

IT Operations manager

Confidential, Las Vegas, NV

Responsibilities:

• Overseeing all aspects of IT operations. Budgets, vendor management, Project management, and asset management. Leading a team of 10 (4 remote employees). MaaS360 administration, Servicenow Administration, integrations with newly acquired businesses, and creating hardware standards for the business.

SYSTEMS ADMINISTRATOR (Contractor)

Confidential, Las Vegas, NV

Responsibilities:

• Maintains ServiceNow environments and systems. Assists in the design, planning, and execution of ServiceNow system workflow changes, updates, and other initiatives. Supports and trains ServiceNow users. Assesses and resolves performance problems. Updates various instances, manages access and permissions, and performs other support activities.

IT Operator (contractor)

Confidential, Las Vegas, NV

Responsibilities:

• Controlled and supported VMware. Configured and maintained workstations, servers, and tablets. Monitored SolarWinds tools. Managed Exchange (O365 and on-site Exchange). Configured and supported VPN.

NOC Engineer

Confidential, Atlanta, GA

Responsibilities:

• Managed server configuration, support and patching. Performed network monitoring of various client networks, Configured Cisco routers and switches, Configured and supported Palo Alto firewalls, Monitored SolarWinds tools. Managed Exchange (O365 and on-site Exchange), Controlled user access monitoring and administration, Active Directory and OKTA administration, Planned and configured wireless networks and access points, Configured and maintained VPN.

Infrastructure Support Engineer

Confidential,  Atlanta, GA

Responsibilities:

• Managed server configuration, deployment, and support (physical and virtual). Handled multiple systems administration and support responsibilities for Infrastructure including updating and patching operating systems and applications. Administered Citrix and VMware Virtualizations. Participated in IT Architecture planning, support and provided basic desktop services to internal users.

Project Phoenix Support

Confidential, Atlanta, GA

Responsibilities:

• Initiated and documented the support and operating procedure for the project. Primary resource for facilitation of all IT request including virtual server and workstation builds, user account set up and system access. Recognized by upper management for meeting and exceeding timelines and business objectives.

PC/LAN ADMINISTRATOR

Confidential, Atlanta, GA

Responsibilities:

• Deployed and maintained desktop workstations and laptops including application troubleshooting and compatibility testing for the users including application administration, GPO/GPP creation and administration, Script writing to streamline processes. Became Subject Matter Expert on E-discovery and provided direct support of corporate council. Provided helpdesk/desktop support and white glove executive support. Purchased and tracked assets.

CUSTOMER SOLUTIONS CENTER REPRESENTATIVE II

Confidential, Atlanta, GA

Responsibilities:

• Provided enterprise level support to local and remote users in the corporate headquarters adhering to Confidential ’s core values. Was first point of contact for all IT related issues from single user affecting issues to Global outages and engaging the proper IT resources to resolve these issues.
• Designed and implemented processes to streamline support while improving the customer experience and embracing the core values. Acquired new skills quickly gaining an expert-level knowledge on proprietary programs and processes for training new and current team members.

LEAD TECHNICAL SUPPORT ANALYST, CONTRACTOR

Confidential, Atlanta, GA

Responsibilities:

• Provided desktop Tier III hardware, software, and account administration support to GE Energy. Working as a remote desk side support in Blue Ash, OH and became the Blackberry Subject Matter Expert. Mirroring our Blue Ash, OH Center’s operations and procedures in a newly opened depot located in Marietta, GA (During my tenure maintained a 99% SLA.).
• Achieved high level of customer satisfaction through patient, methodical approach to problem resolution, with majority of calls resolved within company’s 10-minute requirement. De-escalated irate customers to provide support in a professional and expedient manner.
• Expanded background knowledge in Windows and email implementations. Accomplishments resulted in an increased client support base of over 5,000 GE Energy employees.