Technology, Information and Internet

Conducts ongoing, real time monitoring and detection of incidents using state of the art monitoring technologies. Prevention of system incidents via the execution of pre-defined inspection scripts to interrogate the health of server operating system, database performance, and evaluation against standard performance levels. Verification and logging of batch job execution against defined service levels and the resolution of job failures. Gathering of data to support incident classification and performing the necessary analysis to correctly ascertain client impact. Execution of defined troubleshooting techniques to analyze system incident symptoms and define the resulting client/associate impact. Resolution of system incidents via the selection and execution of appropriate incident solutions and communication.

Monitoring and troubleshooting server builds on physical and virtual hardware types, operating systems deployment, patching, server management, server clustering, storage (SAN/NAS) management, scripting, and active directory in a highly available mission critical environment. Worked closely with Operations department and scheduled personnel as well as working effectively in a team atmosphere. Supported safety-critical applications and environment, which required working irregular shifts and providing on call coverage in a 24/7 environment. Windows Server 2008R2, 2012, 2016, 2019 Windows 8, 10 Microsoft Clustering Configuration Management (Altiris, SCCM - Implementation/Daily Use) Monitoring Software (What’s Up Gold, Dell OME) Backup solutions (Commvault) PowerShell Automation Antivirus (Sophos)

Assisted a new remote IT staff with local inventory discovery, software licensing discovery and Active Directory cleanup. Restructured OU tree in AD, removed 1000+ users from AD, including removing security groups and converting O365 mailboxes to shared for future use. Assisted with set up of new IT policies and workflows. Created knowledge base for 43 different locations, recorded local IT info including WIFI SSID and WEP Keys, local peripherals and networked devices, also assisted with remote install of new devices including laptops and WIFI repeaters. Worked with team to do cut over from cable to fiber circuit for corporate office.

Hired to bring a systems administrator experience to a business analyst position to fly out to Colorado and do network discovery of 6 optometrist locations. Provided MAC addresses, peripheral information (networked or local), legacy system workflow and additional information necessary to join multiple sites to hub in Dallas via SD-WAN.

Participated in the planning and technical build out to new call center location. Oversaw break-down, relocation and rebuild of all user computers stations. Set up 2 additional work stations to add additional work staff to the call center. Installed networked multi-function printers and additional peripherals as directed. Migrated user’s computers from Windows 7 to Windows 10. Converted phone system from analog to IP-based telecom, and Set up multiple phone lines as well as user mailboxes. Implemented a backup procedure and set up and networked storage device. Ran all cabling and set up new drops for data. Completed project.

Systems Administrator Level 3I.T.A.R. Certified (International Traffic and Firearms Regulation Certification)Remote management and administration of Windows based virtual and physical servers hosting web shares, databases, development tools, applications, production and file shares. Create assign/restrict appropriate share level permissions. Provides support for moderately complex technical and team management activities related to system/database administration. Performed moderately complex systems/database administration. Monitored and tuned appropriate systems to ensure optimum level of performance. Oversaw appropriate level software installations, upgrades and related software packages. Collected/Reviewed system data for capacity and planning purposes. Analyzed capacity data and develop capacity plans for appropriate level enterprise-wide systems. Coordinate with management in implementing changes. Supported the design and configuration of complex system landscapes. Supported complex data/media recoverability through system backups and database archive operations. Planned, coordinated and directed appropriate level data refresh strategies. Oversaw, recommended and implemented appropriate level database solutions/enhancements to ensure an improvement in system reliability and performance. Oversaw and applied appropriate support packages/patches to maintain system integrity.• Active Directory• Security Explorer• RDP / ILO / V-Center VMware / VPN• HP Open View• Cisco Service Request Manager (Cisco ticketing system) • HP Service Manager (HP ticketing system)• Proprietary software and tools

Provided On-site and Remote technical support for various industry types, approximately 90 different companies in the DFW area. Network Administration for both proactive and reactive issues, Server, Virtual Machines, desktop, laptop, tablet and mobile devices supported.• On-boarding, Off-boarding employees• Create, work and resolve service requests• Maintained accurate and detailed records regarding problems and solutions in a ticketing system• Assist with client projects and implementations as needed• Escalate service requests through an established protocol• Active Directory, MS Exchange, MS Office, Office 365

Second tier support for medium to large businesses - security precautions, virus scan/removal, data encryption, disaster recovery, remote support, troubleshooting, installation and upgrades of proprietary software, assist with policy updates across a large scale LAN/WAN network. Call center environment. Windows and Mac OS supported.

Exclusive support for the Dallas branch - housing approximately 120 users. Primary contact for remote or on-site support of all I.T. related issues including supporting everyday normal use, break / fix, deployment, maintenance and purchasing on all software used for either personal or business related needs. Maintained and managed the data infrastructure, Moved the Dallas branch from one location to another in fall of 2013, managed all technical aspects of the move and including new office build-out.• Cisco VPN / Any Connect single/split tunnel, RDP, FTP, Active Directory, MS Exchange• Network / Local printing• On-boarding, Off-boarding employees• Servers, Projectors, Desktop, all mobile devices, hotspots and WIFI AP’s• Data Port Mapping(physical), Network Drive mapping and permissions, NOC Admin

Email, phone, chat room software applications support. Handle syndication and commercial spot distributions, file transfers, encoding/decoding media files, and dubbing out content to video servers. • Support Dell PE Servers, Desktops, Satellite RX/TX, and resolved packet loss.• Provide training and support on proprietary software.• Maintain upgrades for both hardware and software on all equipment remotely.• Document and escalate technical issues as necessary to level 3.Assist and document escalated issues from level 1.

Responsible for screening, referring and diagnosing internal or external inquiries and work requests as they relate to maintenance of personal computers and related systems. Assisted in performing minor troubleshooting in the identification of applicable problems relating to PC's, applications software and basic network communications. • Utilize resources to find answers• Submit documentation for resolutions not yet documented or that need to be updated• Set customer expectations appropriately • Remotely installed, imported and exported C.S.O.S.(controlled substance ordering system) certifications• Verbally or remotely walk-through of Drug Enforcement Agency website• Escalated Portal Administration and Sales issues accordingly

Supported project management team. Repaired and refurbished equipment and managed warranty and returns tracking. Managed in-house customer database detailing contact information, warranty status, hardware on site and a daily log of trouble shooting activity. • Served as primary contact between Avid and Sundance after acquisition. Received confidential compensation for achieving set goals. • Updated trouble shooting process; created new procedures and documentation to establish warranty process. • Managed 15 global travelers’ itinerary and logistics for equipment, supplies and job related documents. Served as liaison to global Customs and 3rd party shippers, managed all shipping and receiving. • Created technicians’ troubleshooting guide, defining the correct methods to repair hardware issues.