Understanding processes involved in providing the best customer experience possible through engaging stakeholders with opportunities to increase efficiency and accuracy. Documenting how applications and systems can/do integrate with each other; providing transparency and the ability to remedy discrepancies in a timely manner. Recognizing signals that a major incident is imminent based on trending and root-cause analysis of incidents thereby minimizing the likelihood of reoccurring problems. Validating and ensuring anyone conducting business with NFP is identified in the CRM (Salesforce Back Office) and has appropriate application/system access within two business days of notification. Generating easily consumed reports to educate stakeholders and elevate their confidence in NFP data and best practices. Troubleshooting with stakeholders to ensure self-help solutions are maintained in a way that customers understand. Creating and deactivating Workplace by Facebook profiles for NFP staff in accordance with the agreement with Human Resources.

My responsibilities are to provide level 2 Windows System Administration for desktop and laptop using Service Now for Windows systems both on and offsite for NFP sites across the country supporting Active Directory. And Group Policy and Okta Cloud Admin Support. Also perform Azure/AD support and Microsoft Managed Desktop support using ITIL processes. Repair remote users’ issues using LogMeIn remote tools. I was the High Priority and Critical Priority contact on incident calls. Providing admin support and user training on new software for new and existing users and serve as an escalation point for Windows system issues. I installed, configured, troubleshoot, and maintain customer hardware and software. Perform workload management and prioritization duties in support of operations for the functional area assigned.

I worked on-site and remotely to identify, troubleshoot, resolve, and document technical incidents encountered by users in various industries (predominantly healthcare). Serves as a point of escalation, mentor, and example to junior technicians, assuming end-to-end ownership of escalated incidents. As a SME I regularly interfaced between vendors, providers, internal resources for Server Group and the customer in assigned projects and incidents. Recommends, implements, and maintains hardware and software necessary to meet customers’ needs. Performs workload management and prioritization duties in support of operations for the functional area assigned

As a Network and Windows Systems Admin for multiple clients I provided monitoring, security and administration of network permissions and backup systems on Windows Enterprise Network. Network security was maintained using Watch Guard network firewall. Managed Active Directory and keep clean. Performed and verify AD backups. I preformed system checks to see if Firmware upgrades are needed on all equipment. All network monitoring was done using Kaseya Network monitor. My responsibilities also included repairing software and hardware issues on desktop, laptop machines and working on Citrix 7 Xen Desktop issues via remote support. I insured that the SQL Database was backed up checked SQL log using Job Activity monitor to verify. I checked the backup drive daily to verify Veeam backups Verified that all servers are patched in the environment. Develops functional policies, procedures and guidelines. Identifies opportunities and facilitates major improvements to processes and systems

I daily provided supervision for Windows System Admin support and for technical support team providing training and systems setup both hardware and software deployment project. For both onsite and offsite TransCanada sites. Also supervised inventory control and logistics for each site deployment. I prepared standard login scripts and established network access protocols to enable customers to gain local or remote access. I developed site training for employees. Also acted as onsite Network System and Windows System Admin using Active Directory and remote support while at each site during deployment at each site. I helped lead work groups during project meetings encouraging team members from multiple IT disciplines to develop major components of the enterprise architecture plan to help complete the project.I was asked by management to become the Project Applications Coordinator supervising testing and packaging deployment using SCCM. I Monitored Virtual Machines on our network. I consulted with managers and stake holders to evaluate functional requirements and translate them into technical solutions. My team was able to package and deploy all 300 of the applications assigned to my group successfully finishing our part of the project. Identified opportunities and facilitates major improvements to processes and system.

As the systems trainer I was responsible for Factory server hardware, software, support and storage procedure training for HP Enterprise factory technicians in Asia US and Europe that are building Enterprise 2012 R2 servers. The factory training was provided to technicians in a classroom environment via Microsoft Lync. I also served as a backup remote support for Microsoft Link Servers Supported Skype for Business. Provided front line or first responder support to IT related customer service calls. And performed system maintenance duties such as upgrades, patches, backups/restores. I carefully tracked training metrics using Share Point 2010 to make sure that the training was effective or if it needed to be changed. I created training material for new technicians and refresh experienced techs to help them to understand new HP factory processes I provided feedback for system developers and tested systems for potential issues. I also assisted in testing and building servers and images before they are put in production.

I supervised and improved Windows Network LAN / WAN and Citrix ICA client support.My other responsibilities included desktop and laptop support for Windows and MacBook Pro laptops using x Yosemite OS. Purchased iPad, iPhones and distributed and supported them as well.I setup the companies help desk with Service Now prepared metrics reports on moderate to complex user tickets for management. I supported users using Go To Assist remote support, or on-site desk visits. I evaluate and report on new tools and trends in the customer support field such as browser-based and speech-enabled customer support services; organize vendor demonstration sessions for other specialists; and recommend purchase of new tools to enhance the delivery of customer support services. I conducted technical planning and research coordination of strategic network, and systems and technical services. I deployed new computer hardware infrastructure, servers and SAN as well as desktop and laptop operating systems, and software. I provided admin support for all network resources such as 2003, 2008, Windows 2010R12, Microsoft Exchange servers, including VMWare. I replaced SonicWall network security with Cisco ASA firewall and Trend Micro anti-virus software. I set up the servers to be monitored using SolarWinds. Created and manage user accounts using Group Policy and Active Directory also create and manage OU’s. Setup email accounts on exchange servers. Also took over administration of Avaya Phone system. Setup inventory logistics for computer hardware, software.

Provide Windows System Administration for desktop and laptop Dell systems both on and offsite for Baker Hughes. Use USMT tool and WET Tool to Image and configure XP to Windows 7 laptop and desktop systems. Trouble shoot user issues via remote connection using DameWare and support onsite users at their desk. Setup and configure printers, administrate and manage data on Windows Servers, as well as doing backups using Veritas Backup Exec and setup secure FTP sites for users. Assisting users with Sharepoint connectivity issues. Setup and support video conferencing.Manage new and existing user accounts using Active Directory also setup and manage OU’s. Setup email on Exchange server Configured DNS, DHCP, VoIP and setup Cisco IP phones. Manage computer hardware inventory. Build images and automate them using VB script configure systems for different projects as needed.Developed functional policies, procedures and guidelinesIdentifies opportunities and facilitates major improvements to processes and systems

I provided Windows System Administration for desktop and laptop users both on and offsite projects for BP and Conoco Phillips using USMT, SCCM and WET Tool and Active Directory as well as Group Policy.I imaged and configured XP to Windows 7 laptop and desktop systems resolved user issues via remote login using Dame Ware and visited users ’desks. Also assisting users with MS SharePoint issues. I setup and supported video conferencing. And configured iPhone and iPads for users.Created new user accounts using active directory setup email on exchange server and setup Cisco IP phones Image and configure systems for different projects as needed.I performs workload management and prioritization duties in support of operations for the functional area assigned.