Jonathan Lake Email & Phone Number

Systems Support Engineer that is responsible for troubleshooting technology problems at a high level in a variety of disciplines including virtualization,storage, server hardware, Microsoft applications and services (AD, Exchange, O365), and various other applications for our customer environments. I provided excellent support in these areas while managing customer expectations within our support SLAs. When needed, I would escalate problems to get the proper turn around time or help from someone in an area I didn't have experience in.I provided high level recommendations to our customers to resolve underlying problems that were the cause of recurring incidents, and ensured I understood the impact the problem was causing them to accurately assess priority among all my service calls.Occasionally went on-site to customer locations to provide support coverage when their internal IT team was unavailable, or additional support when the amount of projects they were managing surpassed their workload capacity.When necessary I raised potential customer satisfaction problems to the management team to be handled proactively.I took a part in training programs available to me to gain understanding of concepts or technology that I supported but wasn't as familiar in. We had ample access to self-paced video training and a hardware lab to expand our capabilities.Working in this environment we could be subjected to a wide variety of vendor technologies, both hardware and software, depending on what our customers were utilizing. I was able to quickly pick up new environments and troubleshoot problems as necessary.

Grand Rapids, Mi

IT Manager responsible for setting direction of technology initiatives for the organization; developing the members of the team; managing vendor relationships; as well as researching, suggesting, budgeting for and managing the implementation of new technologies. Additionally, I continued some lead technical work as outlined in Systems Administrator role below.Accomplishments/Efforts:• Set departmental direction to help attain the company goals and initiatives• Lead moving our infrastructure to 2 datacenters without interruption to the business, increasing availability and scalability as the company grew• Developed and implemented an information security program, including security policies, controls, and security awareness training. Used ISO27001 as a framework.• Developed and implemented a business continuity and disaster recovery plan, which is tested annually.• Managed vendors and costs. • Managed and oversaw the onboarding of two new office locations, one in Minneapolis and one in Raleigh.• Worked towards implementing controls and policies to obtain a favorable SOC2 report• Worked through the GDPR requirements with a 3rd party and to understand how it affected our organization• Implemented FreshService service desk as well as utilizing ITIL philosophies as they fit into the business requirements• Developed and implemented change management, asset management, and problem management• Migrated to RingCentral phone system, reducing telecom costs by 30% while increasing usability• Lead moving our 700 VM estate from on-site to a hosted IaaS provider.

Greater Grand Rapids, Michigan Area

Systems Administrator responsible for maintaining all aspects of a heterogeneous network infrastructure, building development environments for software developers, and picking up new technologies as the company expands into new areas. Accomplishments/Efforts:• Completed a move to off-site colocation facility to provide for Disaster Recovery and infrastructure growth.• Implemented monthly, quarterly, and yearly pro-active maintenance tasks keeping downtime to a minimum.• Implemented network and server monitoring utilizing Opsview initially, then moving to PRTG. Previously there had been no systems monitoring in place.• Greatly improved network layout to allow for company growth, both on-site and moving to an off site data center; from a flat architecture to a segregated architecture utilizing VLAN’s and security zones with L3 switches and pfSense firewalls.• Proactively work with developers to deploy needed platforms in a timely manner while not over-provisioning systems.• Managing regular VM cleanup after dev cycles.• Consolidated two VMware vCenter environments into one allowing for easier management and end user experience.• Configured AIX servers to use NIM to perform OS installs and upgrades, avoiding the need to swap CD’s.• Deployed Oracle RAC clusters with ASM backed storage on VMware.• Deployed Microsoft SQL clusters on VMware.• Rapidly learn new technologies to support business growth.

Grand Rapids, Mi

• Leading an effort to bring the Lawson ERP system into a Tier 1 application• Brought the Disaster Recovery plan of Lawson to a working state. Prior to this there had been no successful DR test.• Worked as part of a team to update Lawson, WebSphere, Oracle, and AIX to the latest release levels with minimum interruption to the business• Implementing application monitoring for Lawson ERP system.

Houston, Tx

Accomplishments:• Implemented multiple VMware vSphere environments saving the company thousands of dollars with server virtualization technologies, reducing data center foot print, and easing the management of servers• Reduced the cost of cellular service by actively working with ATT to determine the billing plans best suited for our usage• Improved the uptime and reliability of network services and devices in the Houston office• Implemented a working Disaster Recovery plan covering key critical business applications which is tested annuallyManage all aspects of IT for the Houston office in a 24x7 setting, including:• Purchasing hardware and software• Managing a budget and reducing IT costs• Managing Server and PC inventory• Interviewing/Hiring• Leading a team of 2 in day to day operations and projects• VMware and SAN management• SQL Server Administration• Windows 2008 and Red Hat Server Management• Firewall Management and Administration• Cisco Switch Configuration• Cisco Call Manager Administration• Network Monitoring• Desktop Support• Wireless phone management (accounts, pricing, support)Global IT Responsibilities:• VMware Design and Implementation• Subject Matter Expert for VMware

Grand Rapids, Mi

• Monitor the operation of the mainframe and take action on issues as they arise• Control mainframe jobs via ESP scheduler• Monitor the status of enterprise network devices (servers, switches, routers, access points)• Configure Cisco switches• Assist with management of SolarWinds network monitoring• Maintain current documentation and procedures for the department to follow • Continually look for areas to improve efficiency and provide cost savings for the company

Dallas, Tx

Lead engineer in deployment of McAfee AntiVirus to approximately 24,000 endpoints• Analyzed and Improved RSA Remote Access configuration• Wrote perl script to format vulnerability scan output data into excel spreadsheets saving a colleague a full day of work once a month as well as improving the accuracy of the reports

Grand Rapids, Mi

Maintained and Administered enterprise security for a 4000 user base enterprise. Security included RSA SecurID server on Unix platform, Active Directory, Sun ONE Directory Services, SurfControl Email and Web Filter, Infoblox DNS and DHCP server appliance. Maintained and Administered 24x7 support of:• Two RSA SecurID servers (Primary and Secondary) with 1500 user accounts, replacing expired key fobs, and troubleshooting of escalated key fob issues• Active Directory and Group Policy management• Two load balanced Sun ONE Directory Server LDAP services which supported Unix environment authentication as well as enterprise customer facing website user database containing 115,000 records.• Created Perl scripts to create and modify LDAP user accounts• Three load balanced Surf Control email and website filtering servers.• DNS services on Infoblox appliance platform.• Trend Micro Anti-Virus server• Checkpoint Firewall Rule set with 600 rules• Network and Host security within the enterprise by ensuring best practices are followed by end users and other technology teams

Grand Rapids, Mi

• Troubleshoot and Resolve problems with pc’s and network devices over the phone• Troubleshoot network problems, remote access, and home wireless networks• Escalate problems to Tier II level groups if needed• Accurately log calls into HelpQ problem ticket software