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Skillful Help Desk Administrator resume

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Professional Summary
I am an IT professional with a 25-year background in all aspects of technology, including Helpdesk, desktop support, system administration, budgeting, troubleshooting and network management, including 15 years as a Network Administrator. In-depth understanding of business logic and flow. Excellent problem solving, customer service, and communication skills. I work on figuring out WHY, as well as the HOW.  And I love cannolis.
Skills
  • OPERATING SYSTEMS:  DOS, Linux, OS X, Netware, Windows OS
  • SOFTWARE:  Most major packages, including anti-virus, backup, database, business, and network monitoring software
  • HARDWARE:  Most major hardware platforms for desktops, servers, switches, firewalls and VPN
  • Keywords:  AVG, McAfee, BackupExec, Unitrends, Amazon AWS, FusionAnalytics, VMWare, Oracle, MongoDB, MySQL, Apache, Cacti, Nagios, SolarWinds, GLPI, iSupport, Tomcat, SaltStack, Office, Exchange, Sharepoint, Dell, HP, Apple, DataDomain, Cisco, ASA, NetGear, SonicWALL, F5 LTM
Work History
Network Operations Engineer (Remote Position) naviHealth - Brentwood, TN 06/2012 - Current
  • Maintenance, documentation, and troubleshooting of CentOS 5.6/6.4/7.0 Linux servers, and various in-house software packages
  • Creation and maintenance of VPN tunnels for outside customers
  • Deploying new software and subsequent updates to customer-facing server farms
  • Responsible for monitoring software (Nagios and SolarWinds)
  • Heavily involved in deployment and troubleshooting of Linux-based fax-to-email servers
  • Working closely with development / qa on deploying, testing, troubleshooting dev/qa/staging/production environments
  • Responsible for new Linux server deployment for two data centers, including documentation
  • Responsible for MongoDB infrastructure in dev/qa/staging/production
  • Responsible for researching, purchasing and implementing backup solution (Unitrends, BackupExec, and Data Domain devices) for all data center servers, and archiving to AWS Cloud services
  • Updates of various items: F5 GeoLocation updates, ZipCode Updates for development and production databases
Network Administrator Kennebec Savings Bank - Augusta, ME 11/2008 - 06/2012
  • Maintenance, documentation, and troubleshooting of Windows 200x Primary and Backup Domain Controllers, DHCP, DNS, WINS, print servers, and file servers, including backups, patches and antivirus updates
  • Troubleshooting, updating, and maintenance of network switches for all branch offices
  • Heavily involved in core database updates and patches (Fiserv, Open Solutions, Inc.)
  • Responsible for new server deployment (physical and virtual) for all branch offices, including documentation
  • Responsible for VMWare Data Recovery and Acronis backups
  • Responsible for troubleshooting and patching Internet banking check and statement imaging system (Fiserv Director)
  • Research, implementation, and maintenance of email encryption (ZixCorp)
  • Research, implementation, and maintenance of HelpDesk ticketing system (Track-It)
  • Research, implementation, and maintenance of network fax solution (FaxFinder)
  • Currently researching replacement for custom Intranet package
  • Working with vendors and ISP's for resolution of IT and internal employee issues
  • Ensured consistent, reliable and timely delivery of support services to office and various branches
  • Creating and maintaining documentation of various procedures, including use documentation
Systems Engineer / Facilities Coordinator Thorndike Press - Waterville, ME 12/2002 - 11/2008
  • Maintenance, documentation, and troubleshooting of Windows NT / 2000 / 2003 Primary and Backup Domain Controllers, DHCP, DNS, WINS, print servers, and file servers, including backups, patches and antivirus updates
  • Setup, deployment, backup, documentation, and troubleshooting of desktop and laptop machines with Windows 2000 Professional and Office 2003
  • Troubleshooting and maintenance of switches and hubs, Nortel Phone System, and MS Access databases
  • Working on various projects for main office in Michigan
  • Ensured consistent, reliable and timely delivery of support services to office
  • Maintenance of weekly communication to management team on all tasks, and also to main office in Michigan
  • Working with vendors and ISP's for resolution of customer issues
  • Troubleshooting, repairing and resolving all printer issues
  • Implementing SOP's on software, hardware, and computer equipment sign-out and created central license and serial number archive and repository for organization
  • Responsible for various facilities-related building functions, including outside vendor communications and budgeting
Systems Engineer ValCom - South Portland, ME 02/2001 - 11/2002
  • Installation, setup and maintenance of Windows NT / 2000 Primary and Backup Domain Controllers, print servers, file servers, backup systems, and DHCP, DNS, WINS servers
  • Installation, setup, and maintenance of Citrix MetaFrame 1.8 / XP servers, Cisco Routers and Firewalls, SonicWall firewalls. VPNs, and wireless technology
  • Performing security and network audits for customers, recommendation of security and backup policies and procedures, SOP's for software and hardware
  • Setup and troubleshooting of desktop and laptop machines with Windows NT / 2000, Windows 95/98/Me, TCP/IP, printing, user, software and hardware issues for customers
  • Working with vendors and ISP's for resolution of customer issues
  • Included in rotation of 24x7 on-call pager
  • Determining customer's present needs, and anticipating future needs
Systems Administrator Applied Intranet Technologies - Camden, ME 02/2000 - 01/2001
  • Installation, setup and maintenance of Primary, Backup Domain Controllers, main file server, VPN server, Email server, DNS, WINS, and DHCP servers, firewall, backups, and networking equipment
  • Implementation of Enterprise-wide Anti-Virus solution, and security policies and procedures
  • Organized transition to an externally hosted mail system from the in-house solution
  • Upgraded network hardware from hubs to switches, and cable from coax to fiber optic
  • Setup and maintained servers at remote office sites (New York, Portland, etc)
  • Troubleshooting TCP/IP, Windows NT network, printing, user, software and hardware issues
  • Setup and troubleshooting of desktop and laptop machines with Windows NT / 2000, Windows 95/98
  • Created central license and serial number archive and repository for organization
  • Implementing SOP's on software and hardware ordering and inventory
Network Engineer MeetingMakers, Inc. - Woburn, MA 10/1999 - 01/2000
  • Troubleshooting TCP/IP, Windows NT network, printing, user, software and hardware issues, clustering, IIS 4.0 web farm, SQL 6.5 database servers, and ODBC connections
  • Installation, setup, maintenance and backup of DNS, WINS and DHCP servers, Primary and Backup Domain Controllers, IIS web servers, SQL database servers, and file servers
  • Setup and troubleshooting of onsite conference LANs
  • Programming router to route new IP addresses
  • Supervised desktop support person for troubleshooting issues
  • Authored technical information documents
Bioinformatics / Desktop Support Analyst Genetics Institute - Andover, MA 04/1998 - 10/1999
Help Desk Analyst Parametric Technology Corporation - Waltham, MA 01/1998 - 02/1998
Level 2 Support Technician Liberty Mutual Insurance Corporation - Portsmouth, MA 09/1997 - 01/1998
Internet Course Instructor Burgess Business Solutions - Bath, ME 02/1997 - 08/1997
User Assistance / Support Analyst Bates College - Lewiston, ME 06/1996 - 08/1997
Computer Technician Kennebec Valley Community College - Fairfield, ME 09/1994 - 08/1996
Education
Associate of Science: Applied Electronics Technology Kennebec Valley Community College - Fairfield, ME 1996
Interests

Music

Fly fishing

Hiking

Reading

Men's groups

Dancing

RV Camping

And of course, cannolis

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Job-winning Help Desk Administrator resume

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Profile
  • Customer-oriented, strategic-thinking professional with over 9 years of experience in building relationships, cultivating partnerships, and problem-solving. Multi-tasking and self-motivated leader with expertise in expanding network connections, persuasively introducing products, and revealing customer needs to deliver solutions. 
  • IT professional with a wide array of skills related to device management at the enterprise level, Jamf Pro administration, troubleshooting for hardware, software, networking, Active Directory, Microsoft Office and Google Suite, MacOS and Win10 and much more.
Qualifications
  • Key relationship management
  • Exceptional customer service
  • Clear and articulate phone manner
  • Jamf Pro administrator
  • Native French Speaker
  • Analytical problem solver
  • Organized and meticulous
  • Excellent time management
Work Experience
Senior Help Desk Engineer 07/2018 to Current Trusource Labs Austin, TX
  • Enrolling, configuring, deploying, and managing Apple products for local/international clients using Jamf Pro
  • Evaluated dozens of calls every month for quality assurance
  • Assisted management with new hire training and often provided best practices guidance for team meetings
Allergan - French Sales Support (Austin) 03/2018 to 06/2018
  • Provided Field Sales logistical support related to consignment accounts.
  • Executed all aspects of the direct customer sales process through order processing, scheduling, and logistics.
Data Analyst - Apex Systems (Apple, Austin TX) 11/2017 to 03/2018
IBM - Senior Mac Technical Support Advisor 05/2015 to 07/2017
  • Managed largest fleet of corporate devices using Jamf Pro DEP deployment solution and MaaS360. 
  • Assisted IBM employees with analyzing and resolving hardware and software issues that allowed the continuation of an efficient work environment on-site and remotely.
  • Coached new hires on best practices and metrics review
  • Received team's Manager Choice Award in 2015, 2016, and 2017.
Developer/DEP Rep - Volt Info Sciences (Apple, ATX) 05/2014 to 05/2015
Technical Recruiter - SmarTech (Austin, TX) 12/2013 to 04/2014
Sears Holdings - Sales Rep 09/2010 to 08/2012
  • Quickly excelled in sales for various departments, while keeping a large base of returning customers.
  • Trained new sales employees on effective sales, service, and operational strategies to maximize team performance.
Education
Business Administration 2010 Austin Community College Austin, TX

Coursework in managerial finance, management, speech, business law, principles of marketing, and others.
Computer Engineering 2009 University of North Texas Denton, TX Coursework in Computer Science, Technical Writing, Calculus, Logic and more.
Languages
French - Fluent/Native Language
English - Fluent

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Experienced Help Desk Administrator resume

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Professional Summary

How can I be involved and how can I help? Leveraging 14 years in Health Care IT, having touched on all aspects of Organizational IT by providing leadership for operations, projects and initiatives, always with the voice of the customer and continuous improvement in mind.

Skills
  • IT Service Management/ ITIL
  • Customer Service
  • Leadership
  • Process Improvement
  • Project Management
  • Strategic Direction
  • ServiceNow
  • Network Infrastructure
  • Market/ Non market Research
  • Mentorship
  • Innovation
  • Vendor Management
Work History
Network Services Change Champion 12/2017 to Current
Rose International

Network Services Change Champion leading migration to ServiceNow and continuous improvement education efforts.

  • Led migration to ServiceNow for Network Services to ensure preservation of change management,service management, and group ownership.
  • Provided Intake in ServiceNow and managed development for group, process and routing generation.
  • Improved routing and provided incident management of change incidents for customer facing sites by 100%.
  • Utilize data to lead efforts in generating solutions and targeted training that addresses on-boarding and change incidents.
Network Services Operations Acceptance Lead 03/2015 to 03/2017
Rose International

Lead Operations Acceptance team in Change Management responsible for enterprise wide validation of high profile VoIP infrastructure implementations.

  • Managed Ops Acceptance VoIP business line to improve first pass yield by 90%, and reduce changed induced incidents by 50%.
  • Created Quality Assurance University with over 20 classes to address load balancing, on-boarding, and reduce change incidents.
  • Led bi-weekly scrum planning meetings to developed web-based dashboard for access to reporting and scheduling.
Systems Biomedical Project Manager 02/2014 to 03/2015
Project Management And Consultative Services – Irvine, CA

Provided project management services and IT infrastructure consultations to various care organizations in clinical environments for implementation of systems biomedical products.

  • Realized over $2 million in revenue by completing capital projects on time and under budget.
  • Provided process improvement consultations to improve clinical workflow processes and efficiency by 50%.
  • Led the implementation teams and care teams to improve patient outcomes by 65% and monitoring by 99%.
Senior Consultant Project Manager 02/2012 to 02/2013
Kaiser Permanente – Los Angeles, CA

Strategic arm to C Level Leadership for Los Angeles Service Area by Consulting and Managing Projects for Business, Clinical and IT departments.

  • Managed large scale Voice over IP migration project for hospital campus affecting over 4000 assets and networking devices.
  • Created a strategic committee responsible for consultative services to improve service gaps by 50%.
  • Managed Digital Whiteboard Project that increased efficiency by 60% with savings of over $200,000.
  • Led Interactive Patient Care initiative to improve inpatient service scores by 20% and reduce readmits by 20%.
  • Improved efficiency for Inpatient In-basket  by identifying bottlenecks and reallocating labor to improve time in queue by 40% and absenteeism by 30%.
  • Managed All in One PC process improvement project to realize 25% cost savings and 40% process efficiency in asset deployment.
IT/ Project Technician 02/2007 to 02/2012
Kaiser Permanente – Irvine, CA

Provided IT Service Management for Service Area and supported infrastructure, desktop/ server, and biomedical utilizing ITIL methodologies for inpatient, outpatient, ancillary, and C Level.

  • Consulted and provided IT Service Management for business and clinical departments with 100% customer service scores and 150% resolution rates and output.
  • Utilized Data to seek opportunities for improvement to increase resolution rates by 40% and efficiency by 25%.
  • Piloted Tele-Health initiatives for service area to test market opportunities based on Care Reform.
Help Desk Analyst And Knowledgebase Administrator 02/2005 to 02/2007
Kaiser Permanente – Corona, CA

Provided full support for Kaiser Permanente IT assets, network, applications, and data centers across the United States.

  • Presided over escalation and manganed bridges for incidents to facilitate resources and prevent financial and patient care impact.
  • Created a support training course and documentation that increased efficiency by 20% and resolution rates by 60% by using data to show and addressed skill base deficiencies.
Attractions Operations Supervisor 02/2001 to 02/2003
Disney – Anaheim, CA

Led Attractions Operations Critter Country Area consisting of 100 employees, 5 supervisors and 7 trainers.

  • Oversaw seasonal labor and equipment budgets that included 10% in labor savings and 30% optimization in process.
  • Created an inventory tracking process that eliminated empty inventory levels by 100%.
  • Optimized Fast Pass location to calculate virtual queuing utilization rates at 75%.
  • Managed projects to address capacity to decrease complaints for the area by 15% and increase efficiency by 23%.
Training and Certifications
  • ServiceNow and Remedy Training
  • Kaiser Permanente Performance Institute Certificate
  • Kaiser Permanente Project Management, Change Management, Problem Management, ITIL, IT Service Management
  • UC Irvine Leadership Residential
  • UC Irvine Project Management
  • Disney Service Management and Star Leadership Training
  • Disney Queuing and Virtual Queuing
Education
Master Of Business Administration: Strategy and Marketing 2012 University Of California, Irvine
Information Systems And Decisions Science 2005 CALIFORNIA STATE UNIVERSITY FULLERTON

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