Support local and remote networks to ensure system readiness and reliability as well as minimize any potential service disruptions. Develop and communicate detailed problem resolution processes and procedures. Maintain in-depth technical instructions for use by the Service Desk & NOC personnel. Track, resolve, and report on alarm-based Network Incidents, facilitated and coordinated through the Service Desk, with implementation of the Incident Management Plan.• Perform multiple functions while operating in a highly visible maintenance capacity 24x7x365.• Monitor, triage, and/or respond to alarms generated by various network management systems.• Provide vendors, support personnel, and others technical assistance in resolution of routine problems.• Participate in the Change Control Process when changes to any area of this position’s responsibility occur.• Ensure escalation is executed properly according to established procedures.• Develop, implement, and maintain detailed and complex problem determination and recovery procedures.• Perform Service Desk functions as required.• Assist with communication and documentation of major incidents.• Complete special projects or other duties as assigned.

Summary of Key Responsibilities:· Real-time monitoring of critical business operations and performance indicators through various IT control tools.· Provide 1st and 2nd level technical support following documented procedures for OS platforms i.e. Linux, Windows, IBMi.· Remediate resource contention on servers i.e. memory, cpu, disk· vSphere system administration tasks that include, but not limited to migrating guest OS operating systems, virtual data center resource rebalancing, etc.· Ensure scheduled jobs are performed and assist in job manipulation upon request.· Analyze and diagnose operational failures communicating closely with Service Desk and Incident Management until resolution.· Monitors and performs all backup and restore activities, restarting backup jobs, and assist with media exchange management.· Recognize and initiate escalation for all system difficulties or outages including switch, routing systems, computer systems, customized department systems and all applicable supported applications within guidelines.· Monitors Datacenter environmental systems to maintain the health of the facilities and equipment held within, and escalate per established process.· Managing the access of all datacenters and hosted facilities for partners and third-party vendors, while adhering to security policies.· Communicates performance trends and areas of concern to management and help implement corrective actions plans as needed.· Fulfill service offerings requests sent to the team via self-service portal, email, or phone.· Assist on various projects and tasks as assigned by management team.· Racking and stacking of physical devices in the Data Center.

Managed daily activities to include user support and system administration tasks. Troubleshoot, analyze and resolve computer problems related to both hardware and software. Wrote custom scripts and automated tasks to free up research and project time. Tested and applied new software and programs. Planned and expanded current service offerings.• Bridged Motorola WAVE system with Asterisk VoIP system to provide ability for a command element using a mobile phone to call directly into the radio communications of field operatives.• Volunteered to take ownership of Icinga 2 monitoring system eliminating extended downtime of services across Linux and Windows servers.• Audited security of each clients Office365 instance and made changes and recommendations to increase security posture.• Migrated 25 virtual servers from old to new hardware hosts, increasing overall performance and stability of virtual machines while minimizing service interruption.• Reduced monthly ATT bill using a python script to identify unused devices/numbers so they could be canceled.• Wrote scripts using Bash and PowerShell to move all files older than 30 days stored in NextCloud to separate offsite storage for archiving while maintaining the current directory structure.• Wrote security alerts to inform clients of big news vulnerabilities/hacks and any mitigations that should be put in place.• Monitored performance and security of client networks using Cisco Meraki equipment.• Trained and onboarded two new teammates to take over day-to-day customer support and system administration tasks.• Ensured compliance with NIST 800-53 and DISA STIG requirements.

 Helped convert existing file structures into SharePoint Libraries and migrate and tag documents. Created training material to assist in end-user training by the IT department.

 Helped convert existing file structures into SharePoint Libraries and migrate and tag documents. Created training material to assist in end-user training by the IT department.

 With limited supervision, prepared large numbers of desktop systems to be brought into the network environment. Converted and sorted SOPs to a new format and uploaded to SharePoint. Inventoried and setup PCs, some in a lab environment. Updated User Forms Database, Imaged computers, set up conference rooms for meetings, set up PC workstations. Maintained inventory of hardware, software and related license agreements. Monitor, diagnose, repair and run preventative maintenance on various PCs. Maintain log of help desk inquiries, including dates and resolutions. Used ticketing software to track and log dates and resolutions of help desk inquiries. Sorted and uploaded backlog of user entry and exit forms. Inventoried and replaced ink and toner for copiers/printers.

 With limited supervision, prepared large numbers of desktop systems to be brought into the network environment. Converted and sorted SOPs to a new format and uploaded to SharePoint. Inventoried and setup PCs, some in a lab environment. Updated User Forms Database, Imaged computers, set up conference rooms for meetings, set up PC workstations. Maintained inventory of hardware, software and related license agreements. Monitor, diagnose, repair and run preventative maintenance on various PCs. Maintain log of help desk inquiries, including dates and resolutions. Used ticketing software to track and log dates and resolutions of help desk inquiries. Sorted and uploaded backlog of user entry and exit forms. Inventoried and replaced ink and toner for copiers/printers.

 With limited supervision, prepared large numbers of desktop systems to be brought into the network environment. Converted and sorted SOPs to a new format and uploaded to SharePoint. Inventoried and setup PCs, some in a lab environment. Updated User Forms Database, Imaged computers, set up conference rooms for meetings, set up PC workstations. Maintained inventory of hardware, software and related license agreements. Monitor, diagnose, repair and run preventative maintenance on various PCs. Maintain log of help desk inquiries, including dates and resolutions. Used ticketing software to track and log dates and resolutions of help desk inquiries. Sorted and uploaded backlog of user entry and exit forms. Inventoried and replaced ink and toner for copiers/printers.