microsoft system center operation manager and orchestrator senior app prod support resume example with 20+ years of experience

(555) 432-1000,
Montgomery Street, San Francisco, CA 94105
Qualifications Summary
Organize and quality focused IT professional with over 15 years of experience as Senior System Administrator and Software Support specialist. Administering, supporting, troubleshooting and maintaining of windows servers and applications for telecommunications company with over 10,000 servers. Maintaining a stellar reputation for quality and efficiency in customer satisfaction, communication, and problem resolution. Proven ability to create and deliver solutions that meet objectives tied to business and technology performance and standards while working with many platforms and in a fast-paced environment.
Core Competencies

New & Emerging Technology

Systems & Application Upgrade

All windows platform

Application Administration

Network Connectivity Issues

Systems Integration/Migration

Supervisor and Management Skills

Problem Identification/Analysis

Testing & Troubleshooting

User Training & Support Skills

Dallas Baptist University Dallas, TX Expected in 2007 MBA : Business Administration - GPA :
Dallas Baptist University , Expected in 2003 Bachelor of Business Studies : Management - GPA :
SMU School of Engineering and Applied Science , Expected in Certified : Microsoft Certified Systems Engineer - GPA :
Professional Experience
Eli Lilly And Company - Microsoft System Center Operation Manager and Orchestrator Senior-App Prod Support
Akron, OH, 2011 - Current

Work with members of the Exchange, SCCM, SharePoint, Citrix and IIS teams and other IT organizations to implement and support numerous internal application monitoring to identify system availability, performance and configuration issues

Upgraded Operations Manager 2007 to SCOM 2012 with no or little customer downtime increasing user experience, application performance and ability to monitor additional resources by 10%

Reviewed monthly critical alerts in SCOM and reduce false alert count by 25% within 2 months

Created dashboards for custom users access to critical alert information and SLA in one single view

Completed customer service requests within defined SLA (~2 days) with an average of 30 minutes per request

Installed and configured SCOM application as well as monthly SCOM quarterly updates and monthly management pack updates

Created custom management packs to monitor non-native Microsoft applications in SCOM to reduce outages by 95%

Managed small to medium sized projects as well as coordinated with internal and external resources. Completed critical projects within or before the required time line

Held bi-weekly calls with various teams within ATT to tune customer alerts and notifications

Created and provided weekly status reports via Visual Studio and SQL Reporting Services of current application environment status. Allowing for clients to review any health or performance information for specified period in one setting.

Troubleshooted missing SNMP Traps from network devices using network packet data by WireShark

Improved team process by 50% by documenting our SCOM 2012 and Orchestrator installation procedures as well as other infrastructure solutions, policies and operating procedures

Implemented Orchestrator runbook(s) to automate SCOM maintenance mode functions during monthly Microsoft patching. Effectively reducing alert notification by 99% to our clients.

Created .NET monitoring for clients to identify critical performance events and application errors via Microsoft Application Performance Monitoring (APM)

Provided cross training to other teams and team members

Supported SCOM application on 24x7 rotations

Elliot Health System - SenSage Senior-App Prod Support
Windham, NH, 2008 - 2011

Implemented and supported SenSage application that reduced potential anomalies, security risks and breaches on 2,000 windows servers and 10,000 Unix systems by 75% in 2 years

Identified critical firewall issues that prevented 15% of security data from being collected. Developed a plan of action to reduce this issue by 2%

Created critical reports that met specific regulatory compliance formats such as PCI and Sarbanes Oxley for UNIX and Windows Security teams. Reports increased users ability to eradicate threats in minutes or seconds

Performed weekly database rationalization to reduce database load(s) by 35% that allowed for quicker rendering of reports and user access

Provided monthly training for new users of SenSage application to help ease the anxiety of a new application

Reviewed data retention metrics and system performance usage to determined what additional hardware and/or software requirements where needed to increase SenSage efficiency. Reducing potential data lose by 85%

Delivered and implemented a rotational 24x7 work schedule to assure optimum customer satisfaction and achieved service request results. Quarterly customer service feedback reports indicated a 99% satisfaction rate

Designed and maintained SenSage SOP documentation for internal use for weekly changes to new procedures, listing of scheduled jobs and on call schedule changes. This helps to respond quicker to users when all documentation was centralized and readily available to team

ATT, Inc - Sr. System Analyst
City, STATE, 09/2000 - 2008

Performed system administration tasks on over 10,000 servers

Troubleshoot hardware and OS issues including IIS

Examine server's hardware status via HP Insight Manager

Utilized MOM Operator Console and NetIQ Appmanager to monitor server uptime, system alerts and perform agent installations

Performed security patches and service pack installations via HFNetcheck and Update Expert

Designed and coordinated server upgrades, security patches and lease rolls for team

Researched and formulated analysis reports regarding server CPU utilization, user load, page file usage, and service packs via NetIQ, HFNetcheck and Stealth Audit

Performed analysis reports regarding server OS upgrades, hardware modifications, security patches and server lease roll

Designed and created procedure documentation and disaster recovery procedures

Interacted with application teams, QA groups, and development groups with server status, installation, upgrades and daily administration.

Pro Staff Professional Services, Inc - Network Engineer
City, STATE, 08/1999 - 09/2000

Provided technical support for Dallas, Ft. Worth and Houston staffing locations

Developed migration plan for new Cisco routers for company's 200 staffing locations

Traveled to branch locations providing on site installation and support of routers, servers and workstations

Monitored network WAN via third party application

Communicated with AT&T regarding circuit issues

Maintained and supported individual LANs at various branch locations Assisted in implementation of Windows 2000 migration by performing research analysis on Windows 2000 and company's current hardware

Concentra Health Services - NT System Engineer
City, STATE, 02/1998 - 08/1999

Installed and configured Compaq Proliant servers in data center

Performed system administration tasks on Windows NT 4.0 and Novell file servers with over 5000+ users.

Responsibilities included user accounts, system policies, disk space usage, NTFS and share level permissions on 3 NT Domains and 3 Novell Trees

Assisted in the development plans for migrating and deploying Citrix 1.8 from Novell 4.x environment

Recommended and performed network upgrades for year 2000 compliance issues

Coordinated and maintained company's proprietary Fax Server Systems

Traveled to company clinics and corporate offices for on site installation and support of servers and workstations

Scheduled and oversaw the physical move of offices to other locations within Dallas area

Developed a plan for deploying Inoculan Anti-Virus Software to 225+ file servers and workstations

Provided 3rd level desktop support Trained new help desk employees.

Hematronix, Inc - Commercial Software Support Manager
City, STATE, 05/1991 - 02/1998

Managed and supervised technical support staff

Setup and installed department Novell and Window Servers

Performed Novell and Windows administration tasks on department file server in LAN environment

Provided end user support of company's software packages to 11,000 users

Responsible for technical and software training of Windows Operating system to technical support staff

Provided in-house Help Desk support to company employees

Handled all escalated calls (1st, 2nd, and 3rd level support)

Scheduled software projects and oversaw completion (e.g. software testing process)

Assisted in designing customer contact database

Performed sales presentations of new software as well as software training to Distributors and Sales Staff. Also, consulted with Department Managers, Programmers, and Sales Staff with new software projects

Interacted with various software vendors

Performed personnel duties (payroll, appraisals, interviews, hiring, etc.).

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Resume Overview

School Attended

  • Dallas Baptist University
  • Dallas Baptist University
  • SMU School of Engineering and Applied Science

Job Titles Held:

  • Microsoft System Center Operation Manager and Orchestrator Senior-App Prod Support
  • SenSage Senior-App Prod Support
  • Sr. System Analyst
  • Network Engineer
  • NT System Engineer
  • Commercial Software Support Manager


  • MBA
  • Bachelor of Business Studies
  • Certified

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