CORE COMPETENCIESWindows 2008R2, 2012, 7, 10 • Microsoft Office • SQL • Active Directory • Remote Desktop • WebEx • Citrix AnyConnect • Sales Force • JIRA • VMWareDirect one on one telephone, email and on-line support of our customers.Creation of development “bug” reports using JIRA, working with development to ensure items arecompleted and properly tested.Keep customers informed of the status of open cases, providing next steps andanticipated resolution times.Performing standard upgrades and patches (occasional after hours work may berequired). Manage customer issues through effective troubleshooting, listening, problem solving,positive action, information gathering and case escalation in a timely manner.Prioritize, balance, multi task competing issues based on impact to end user, customerurgency, length of outstanding issue and political sensitivity.Promote and maintain high quality, professional, service oriented company image withcustomers and internal staff including after hours (on call) support.

CORE COMPETENCIESWindows 2000, 2003, XP • AIX 4.3.3 - 5.3 • SUZIE Linux • .NET Dell Poweredge • IBM P series • IBM X series • Microsoft OfficeMicrosoft Clustering • HACMP • NT • VI Editor Scripting • SQL • FastT/Storage Manager Broadcom • LVM • SSH/SSL • ASP • Active Directory • Domain Controllers • IIS • WSUS • APACHE • Backup Exec • Norton • McAfee • Terminal Server • Remote Desktop • VNC VERIZON BUSINESS Cedar Rapids, IA 1997 - 2009Telecommunications ProviderSystems Administration• 9 years of real world, Enterprise and Leadership roles. • Oversight of key department activities, including Server Builds, Decommission, Moves, Hardware and Software roll-out, Software Purchase, and Remote Support. • Strong experience in OS installation & configurations, patch management, upgrades.• Expert in emergency troubleshooting and problem resolution. • Experience in Monitoring and Alerting Systems based on capacity and performance of servers, network, application and performance management using various tools. • Disaster Recovery, and High Availability planning and implementation using HACMP and MS Clustering• Strong customer communication skills and technical ability to resolve a wide range of software and hardware problems. • Strong skills on installation and support of IIS 5.0, 6.0, WWW, and ASP.net for Windows as well as Apache and WebSphere for AIX.Worked directly with customers and end users to resolve issues as well as direct involvement with development and software vendors to install and test OS and application software.• Included in this was traveling to site to rack, cable and build new equipment.• Load the OS and the applications, the network, and make sure the firmware, patches, and maintenance levels were current and production ready within a two week deadline in three different locations.