Supplied hardware and software technical support and guidance to end users.Diagnosed and executed resolutions for network and server issues.Served on-call for any IT emergencies (after-hours, weekends, and holidays).Devised scripts and automation tools to improve system and process efficiency.Created, provisioned, and managed virtual machines (VMs) to support business needs.Attended reoccurring meetings with key stakeholders to keep them abreast of all IT… Show more Supplied hardware and software technical support and guidance to end users.Diagnosed and executed resolutions for network and server issues.Served on-call for any IT emergencies (after-hours, weekends, and holidays).Devised scripts and automation tools to improve system and process efficiency.Created, provisioned, and managed virtual machines (VMs) to support business needs.Attended reoccurring meetings with key stakeholders to keep them abreast of all IT matters.Administered vCenter, Horizon 7 and 8, Veeam backup servers, and WSUS servers.Migrated servers from VMware vSphere 7 to 8 and configured SolarWinds Service Desk.Installed, configured, and maintained WSUS servers for centralization of Windows updates.Configured and managed resources to efficiently allocate CPU, memory, and storage.Created and maintained knowledge base (KB) documentation for numerous infrastructures, configurations, procedures, troubleshooting, solutions, and incident tickets.Determined prioritization and categorization of incident tickets.Created backup jobs for all company physical and virtual systems.Conducted routine maintenance on various systems as part of the disaster recovery (DR) plan.Ensured compliance with data retention and regulatory requirements.Trained and mentored IT staff and employees on various IT-related processes and equipment.Created and tested software packages for automated deployment to Windows systems.Administered PDQ-Deploy (Package Delivery) and PDQ-Inventory (Equipment Inventory).Utilized PDQ-Inventory to create custom target lists for deployments with minimal disruption.Sustained a repository of software packages and updates for use in deployment tasks Show less

Collaborated with the cybersecurity team to address high-risk vulnerabilities regularly.Performed risk assessments on vulnerabilities and prioritized patching based on risk levels.Monitored system health and performance to identify vulnerabilities and assess potential risks.Conducted in-depth analysis of security bulletins, advisories, and potential cyber threats.Ensured patch management compliance with industry regulations and company policies.Generated patch activity and… Show more Collaborated with the cybersecurity team to address high-risk vulnerabilities regularly.Performed risk assessments on vulnerabilities and prioritized patching based on risk levels.Monitored system health and performance to identify vulnerabilities and assess potential risks.Conducted in-depth analysis of security bulletins, advisories, and potential cyber threats.Ensured patch management compliance with industry regulations and company policies.Generated patch activity and compliance status reports.Presented vulnerability remediation progress to stakeholders.Assisted with incident response strategies, and identified and mitigated security vulnerabilities.Supported troubleshooting patch deployment issues. Show less

Responded to incident tickets and provided technical support for service requests.Documented and tracked tickets in a timely fashion through resolution.Diagnosed and troubleshot issues on Mac and Windows computers and other devices.Updated hardware and software inventory for asset management.Communicated information to non-technical end users in a clear and understandable manner.Collaborated with other teams and departments to address technical issues and… Show more Responded to incident tickets and provided technical support for service requests.Documented and tracked tickets in a timely fashion through resolution.Diagnosed and troubleshot issues on Mac and Windows computers and other devices.Updated hardware and software inventory for asset management.Communicated information to non-technical end users in a clear and understandable manner.Collaborated with other teams and departments to address technical issues and escalations.Provided hands-on training to end users on common IT tools and applications.Assisted onboarding employees with their hardware and software needs. Show less

Configured, deployed, and refreshed laptops to be compliant with organizational standards.Developed laptop image for rapid deployment and maintained laptop inventory.Assigned laptop inventory tasks to other IT staff, as needed.Identified opportunities for process improvements and automation in laptop support activities.

Assigned helpdesk tickets to the level 3 Desktop Engineering Group (DEG/SCCM) IT staff.Cleaned up old tickets to accommodate the migration to the new ticketing system.Advanced the migration to a new ticketing system project ahead of time by 3 months.Handled EDI escalations from various departments to resolve the VPN connection failure.Guided team through the implementation of collaboration tools (MS Teams, SharePoint).Served as the SME and team lead for the… Show more Assigned helpdesk tickets to the level 3 Desktop Engineering Group (DEG/SCCM) IT staff.Cleaned up old tickets to accommodate the migration to the new ticketing system.Advanced the migration to a new ticketing system project ahead of time by 3 months.Handled EDI escalations from various departments to resolve the VPN connection failure.Guided team through the implementation of collaboration tools (MS Teams, SharePoint).Served as the SME and team lead for the DEG/SCCM.Created standardized documentation for new efficient processes. Show less

Assisted with the enterprise-wide change of Active Directory (AD) group policies, permissions, and other security applications (BeyondTrust, Insight). Resolved a reoccurring Windows 2016 server issue to eliminate unnecessary downtime.Led and initiated the Imaging Center disaster recovery system.Created documentation and worked with senior IT leaders on building new imaging servers.Helped senior IT leaders construct failover servers and resolved reoccurring failures.Fashioned… Show more Assisted with the enterprise-wide change of Active Directory (AD) group policies, permissions, and other security applications (BeyondTrust, Insight). Resolved a reoccurring Windows 2016 server issue to eliminate unnecessary downtime.Led and initiated the Imaging Center disaster recovery system.Created documentation and worked with senior IT leaders on building new imaging servers.Helped senior IT leaders construct failover servers and resolved reoccurring failures.Fashioned 2 backup deployment servers to help reduce new equipment costs.Orchestrated a software project testing Deep Freeze and Data Igloo for departments in numerous locations across North American patient service centers (PSCs) and customers.Engineered test parameters and best practices of the Deep Freeze application.Implemented and documented standard operating procedures (SOPs).Planned use case scenarios and tested metrics for security applications. Show less

Implemented a helpdesk system and managed company mobile devices (Apple and Android).Created a return merchandise authorization (RMA) process for managing mobile devices.Troubleshot and repaired mobile devices and worked on RDS app incident tickets.Managed Microsoft 365 (M365) and initiated the AD refresh project.Performed VMWare (5.5/6/6.5) management tasks.Configured and supported internal and external M365 DNS for multiple domains.

Administered and troubleshot Windows 2003-2012R2 servers and Microsoft Exchange.Deployed and configured WSUS servers to multiple clients.Completed backup configurations, administration, and troubleshooting with Acronis & Bacula.Installed firewalls, Cisco equipment, and configured SonicWall networks (VPN, SSL).Used VMWare (5.5/6/6.5) and storage provisioning per company best practice standards.Performed ESXi system upgrades and patching.Configured and troubleshot internal… Show more Administered and troubleshot Windows 2003-2012R2 servers and Microsoft Exchange.Deployed and configured WSUS servers to multiple clients.Completed backup configurations, administration, and troubleshooting with Acronis & Bacula.Installed firewalls, Cisco equipment, and configured SonicWall networks (VPN, SSL).Used VMWare (5.5/6/6.5) and storage provisioning per company best practice standards.Performed ESXi system upgrades and patching.Configured and troubleshot internal and external DNS issues for multiple customers.Maintained the Criminal Justice Information System (CJIS) clearance for compliance.Sustained server hardware and SANs for numerous customers.Researched and scoped solutions for new customer installation and upgrade projects.Diagnosed root causes for issues and created KB articles when necessary. Show less

Established the college’s first helpdesk and ticket tracking system.Manufactured more efficient and effective internal departmental processes.Migrated IT infrastructure from Novell Netware 5 to Linux-based systems using Ubuntu.Executed WSUS server and SCCM console to manage Windows updates.Evaluated the ROI of college annual contracts and services.Saved the college over $28k in annual contracts. Implemented HIPAA and FERPA compliance with encryption technology and data… Show more Established the college’s first helpdesk and ticket tracking system.Manufactured more efficient and effective internal departmental processes.Migrated IT infrastructure from Novell Netware 5 to Linux-based systems using Ubuntu.Executed WSUS server and SCCM console to manage Windows updates.Evaluated the ROI of college annual contracts and services.Saved the college over $28k in annual contracts. Implemented HIPAA and FERPA compliance with encryption technology and data handling.Designed and configured network topology (layers 2 and 3), and 3rd party vendor technologies for State and PCI security compliance.Trained and mentored all IT personnel to produce high-end user satisfaction ratings.Created IT SOPs in conjunction with the college’s needs and complied with state regulations. Standardized the IT equipment in classrooms/labs. Decreased the number of helpdesk tickets and eliminated the majority of break/fix problems.Fashioned IT metrics which led to closing 50% (+/-2%) of helpdesk tickets within 24 hours.Redesigned the network structure to convert 3 Wi-Fi hotspots into a campus-wide Wi-Fi. Show less

Seized initiative to learn products other team member knew little about subsequently being assigned the most versatile portfolio of products to manage and creating the Rack/Stack/Power PE position.Co-authored IT whitepapers and User guides on IBM Power products working with other IBM power departments that lead to new user guides that were comprehensive and simple to use.Redefined the RMA process on failed equipment under warranty that saved IBM $1.5 million annually in warranty… Show more Seized initiative to learn products other team member knew little about subsequently being assigned the most versatile portfolio of products to manage and creating the Rack/Stack/Power PE position.Co-authored IT whitepapers and User guides on IBM Power products working with other IBM power departments that lead to new user guides that were comprehensive and simple to use.Redefined the RMA process on failed equipment under warranty that saved IBM $1.5 million annually in warranty costs.Facilitated efforts with worldwide R/S/P Subject Matter Experts(SMEs) via weekly conference calls and created standardized escalation process and procedures allowing for better failure analysis and higher quality of feedback to both the vendor and IBM procurement team.Created physical and virtual lab environment for worldwide team testing of new and existing R/S/P products allowing the procurement team to have test results that helped make a more informed decision on product firmware and hardware quality prior to public release.Worked closely with SystemX procurement team to help redefine metrics delivered from vendors that previously didn’t include field failures, allowing IBM to better evaluate product performance.Worked closely with other teammates and PEs to evaluate possible product improvements leading to several designs being published and Patent filing(see Patents). Show less

As an IBM PFE effectively took initiative to learn products that accommodated promotion.Strengthened and maintained local area network for IBM ‘Business Partner’(VAR) support team, which included several servers, both domain DC/AD and associated hardware using Server 2003, Red Hat EL, SuSE EL and IBM Director resulting in faster problem recreation and faster resolution to the customer.Inspired a ”No customer gets left behind” attitude among the team resulting in leading support in calls… Show more As an IBM PFE effectively took initiative to learn products that accommodated promotion.Strengthened and maintained local area network for IBM ‘Business Partner’(VAR) support team, which included several servers, both domain DC/AD and associated hardware using Server 2003, Red Hat EL, SuSE EL and IBM Director resulting in faster problem recreation and faster resolution to the customer.Inspired a ”No customer gets left behind” attitude among the team resulting in leading support in calls taken and customer feedback 'VSAT's (Very Satisfied).Strong aptitude to review server hardware(Firmware) and OS logs to determine failure and create action plans that result in first time resolution of multi-million dollar customer servers issues.Investigated problems in depth and tested defect issue scenarios, resulting in possible workaround for customers to continue operations until PE or Product Development publish a fix. Show less