Driven Systems Administrator with 3+ years of experience in software implementation and system maintenance. Proven history of managing complex infrastructures and collaborating with a wide range of end users. Expert in solutions-oriented business application problem-solving and dedicated to providing best-in-class service. Skilled at troubleshooting, communication, and collaboration.
Skills
Technical Analysis
Technical Support
Software requirement analysis
Virtualization
Problem-solving
User support
Virus Protection
Verbal and Written Communication
Education
Virginia Commonwealth UniversityRichmond, VA, Expected in 12/2017 – –Bachelor of Science:Business Information Systems - GPA:
Website, Portfolio, Profiles
www.JessicaClaire.com
https://www.linkedin.com/in/JessicaClaireXXX/
Accomplishments
Led team of four in the development of enterprise printing solution, FollowMe Print, spanning five office buildings and over1,000.
Created and consolidated documentation including SOPs and company baselines into centralized database.
Operated as part of VA Specialized Server Team which supported Dept.
Of Veteran's Affairs Central Offices (VACO) in Washington, D.C.
Metro area.
Supported over 450 VMs and 15,000 users across 20 office buildings.
Established Standard Operating Procedures (SOPs) for solution implementation, change management, system maintenance, and project-based duties.
Provided comprehensive training to internal and off-site users to optimize systems maintenance and resolve recurring issues.
Implemented patches and solutions to fix bugs in existing applications.
Coached and mentored employees and offered constructive feedback for performance improvement.
Achieved 98% customer satisfaction rate while administering various application and storage-based systems.
Developed programs to integrate and update network connections and improve system compatibility.
Orchestrated integration and communication of software upgrades as well and deploying new virtual machines. Supported client from planning to production.
Oversaw IT activities to maintain regional printing operations by maintaining multifunction devices, peripherals, and project implementation for 15,000+ users, onsite and remote.
Conducted testing and troubleshooting for various software remotely for approximately 400 servers to maintain operational readiness.
Implemented, developed, and tested installation and update of file servers, print servers, and application servers.
Maintained flexible schedule and responded to after-hours and weekend emergencies.
Diagnosed and executed resolution for network and server issues.
Analyzed complex project server issues and worked on large enterprise and business-critical applications.
Made recommendations regarding information technology infrastructure overhauls.
Resolved issues and acted as highest escalation level with knowledgeable support and quality service.
Standardized job tasks and trained junior team members on industry best practices and standards.
City Of Lewisville - System Support Specialist Lewisville, TX, 10/2018 - 02/2019
Supported approximately 1500 users at more than 15 locations throughout East Coast of United States.
Maximized efficiency of ticket resolution while triaging and troubleshooting issues both onsite and remotely.
Managed asset record updates, tracking and assigning assets to locations and status (registered, deployed, etc.) Managed receiving, recording, and inventory control of all incoming hardware deliveries.
Performed limited system administrator and network analyst functions for all departments within corporate office.
Provided speedy resolution or escalation of operational incident/problem.
Provided guidance and training to other staff members experiencing various technical issues.
Led technical integration efforts for newly acquired mining aggregate plant including mobile devices, workstations, and onboarding new employees via Active Directory.
Championed initiative to create, procure, and install digital signage in corporate and all quarry offices.
Worked with various resources to design solutions and plans to solve operational issues, establish collaborative technology office for employees, and sheet metal fabrication shop.
Headed all hardware moves, installs, repairs, and troubleshooting while exceeding expectations set for customer service and work quality.
Maintained documentation and resources regarding problem resolution for reference in future instances.
Resolved computer and system networking problems to maintain user productivity.
Monitored hardware, software, and peripheral performance against organizational expectations.
Culled technology knowledge to perform IT troubleshooting, restoration, and maintenance services to maintain organizational performance levels.
Configured hardware, devices, and software to set up workstations for employees.
Removed malware, ransomware, and other threats from laptops and desktop systems as well as managed blacklisting on IP addresses related to malicious emails.
Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
Used batch scripting skills to contribute to on/offboarding processes.
Collaborated with vendors to locate replacement components and resolve advanced problems.
Provided on-call support for critical aggregate technology issues related to mining systems and respective software.
Explained technical information in clear terms to non-technical individuals to promote better understanding.
Trained and supported end-users with software, hardware, and network standards and use processes.
Infranet Technologies Group - Client Support Services Engineer City, STATE, 01/2018 - 10/2018
Triaged and troubleshot support requests onsite, remotely, via phone, and email.
Used ConnectWise to remote diagnostic tools to identify sources of certain customer issues, manage, efficiently resolve tickets, and track time management via remote diagnostic tools to identify sources of certain customer issues.
Configured and troubleshot backup solutions, restored files, and performed contracted monthly maintenance on servers and their respective backups ensuring data integrity and availability.
Managed over 5,500 computers and servers along with 12,500 domestic and international users.
Onsite troubleshooting of network issues, device issues, hardware failures, and installation of server racks, switches, patch panels, and overall projects.
Worked alongside third-party vendors regularly to resolve both hardware and software issues.
Redesigned systems for clients with limited technology expertise such as replacing routers, access points, cable drops, and other hardware and devices.
Monitored and resolved network issues using Cisco Meraki products as well as other major networking brands.
Created fruitful relationships with clients and provided high level of customer service and respect to every end-user regardless of technical ability.
Promoted purchase of service contracts and warranties by detailing benefits of each to customers.
Trained customers to use and maintain equipment to reduce service issues.
Established empathy with customers through insight into business drivers and expectations to offer personalized service.
Explained complex technology-related issues in understandable terms to customers.
Answered calls and emails at help desk to assist customers with basic support, bug fixes, and configuration issues.
Took ownership of issues and set proper and realistic expectations to deliver prompt solutions.
Configured hardware, devices, and software to set up workstations for employees.
Collaborated with vendors to locate replacement components and resolve advanced problems.
Retained existing clients by extending high quality, efficient, and personable support services.
Helped streamline repair processes and update procedures for support action consistency.
Virginia Commonwealth University, School Of Educ. - Special Projects Assistant City, STATE, 03/2017 - 12/2017
Supported approximately 150 staff and faculty members along with student requests.
Organized database to reconcile donations, supplies, inventory, and equipment.
Loaded software, granted permissions, and configured hardware for new employees as part of onboarding process.
Supervised daily configuration activities and business systems operations.
Maintained inventory of cell phones, laptops, and peripheral equipment.
Provided end-user system and equipment training.
Responded to inquiries by phone, email, and walk-up requests.
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