A Systems Administrator with 16 years of technical support and administration experience, specializing in the implementation, management, and support of Windows-based server and desktop roles.
Earned Employee of the Month
Award for comprehensive technical knowledge and outstanding customer
service in June & November 2013, February, June, July, August,
September, October 2014, Quarterly Top Performer 2014, and Outstanding
Customer Appreciation 2014.
Outperformed peers by maintaining outstanding record of technical
support service, resolving 95% of all trouble tickets without escalation
to senior support specialists.
Earned "Top Performers'
Breakfast" for comprehensive technical knowledge and outstanding
customer service in years 1998, 1999, 2000.
Implemented and analyzed traps/exceeding thresholds for USPS field
customers by real-time monitoring of 1700 critical remote LANs in order
to promote 95% efficiency and productivity.
Significantly reduced server downtime by ensuring proper backups by 99%.
11/2012 to Current
Senior Systems SpecialistHCL America - Deutsche Bank － Cary, NC
Provided technical support for 100,000+ users globally and ensured proper maintenance of workstations, printers, and peripherals.
Performed desktop, laptop, and system maintenance, security updates, security audits, and machine hardening.
Provided Active Directory management of user accounts and group policy.
Provided information and guidance to users of personal computers throughout the organization; answering questions concerning personal computer applications and the selection and use of hardware and software systems.
Provided procurement, configuration and troubleshooting for cell phones and mobile devices.
Assisted with the migration from Windows XP to Windows 7 Professional for approximately 600 end user laptops & desktops.
Provided support for remote VPN connectivity by managing the RSA server which allowed users to connect to the network with an RSA SecurID token by using proprietary VPN software clients.
Responded to user incidents /service requests and expediently resolved trouble tickets to maximize system up-time.
Ensured PCI compliance and proper security protocols.
Serve as liaison between users and Third-Party Vendors.
11/2011 to 11/2012
Desktop Support AnalystRobert Half Technology - Coty US LLC Inc － Sanford, NC
Provided Tier II hardware/software support to over 1,300+ users in a timely fashion.
Installed and configured virtual machines, laptops, and various bar code printers to meet corporate specifications using LANDesk and VMware.
Set up accounts in Active Directory with user account maintenance, and group policy.
Set up email accounts, unlock, reset and change network passwords on user accounts.
Interacted with users from all levels, via phone/remotely/desk-side to resolve common computer and peripheral issues.
Installed, organized, tested, maintained, and checked end user workstations and interrelated hardware and software applications.
Imaged laptops/desktops for end-users and new employees.
Assisted the network engineering group with the replacement/swap out of hardware including switches, routers, wireless access points, T1 turn-ups and other hardware.
Migrated approximately 1,300 desktops/laptops from Windows XP to Windows 7.
Developed system documentation for COTS software.
Substantially increased security and performance of systems by installation of new anti-virus software and critical operating system updates.
Significantly reduced workstation set up time by developing standard operating procedures for the disk cloning procedure to streamline operating system implementation and security properties configuration.
03/1998 to 02/2002
Systems Administrator/Team LeadEDS Corporation - U.S. Postal Service － Raleigh, NC
Led a 15-member systems administration team to implement the rollout of 55 NetWare-based LANs and approximately 700 workstations to 55 remote user sites within twelve weeks.
Implemented and analyzed traps/exceeding thresholds for USPS field customers by real-time monitoring of 1700 critical remote LANs in order to promote 95% efficiency and productivity.
Resolved network problems by verifying the stability of network cabling and troubleshooting servers and hubs on the USPS network by means of the ping utility correlating with the TCP/IP standard.
Extensive use in Active Directory for creating and/or modifying user and computer accounts, moving users and computer accounts between OU's, modifying user accounts with the addition and/or removal of email distribution and security groups as needed.
Performed systems administration, monitored, upgraded, maintained Microsoft & Netware based servers, SMS Servers, and workstations on LANs/WAN.
Provided subject matter expertise and consulting services to the enterprise on DR/IT Service Resiliency best practices.
Identified vulnerabilities, information leaks, operation system problems with USPS servers, firewalls, routers, and other network devices for two separate locations as part of the Information Assurance Project team.
Worked on Server Hardening Audit/Validation tasking to develop and test automated scripts for checking operating systems (Sun Solaris 8, Red Hat Linux 6.2, Windows NT 4.0 & 3.51 Servers, and Windows NT 2000 Servers) & applications (IIS, Oracle, Netscape Enterprise Server) for vulnerabilities.
Developed SOPs for Remote LAN Management, Problem Management, and Special E-Business to obtain SEI CMMI Level 5.
07/1991 to 03/1998
Systems Administrator/Operations LeadNC Community College System (NCCCS) - State Office － Raleigh, NC
As a Technical Services Manager over a department of five Technical Supports, held multifaceted responsibilities to configure, install and administer network infrastructure and telecommunications systems that supported staff of 220 users.
Established new IT Policies, which defined acceptable use of IT assets with the government office.
Spearheaded completion of two major migrations to bring systems up to date.
Installed and configured servers including RAID 1 & 5 arrays in addition to facilitating backup & restoration using NT utility.
Actively provided desktop, configuration and phone support for software and hardware.
Carried out full installation of Cisco routers and cabling for routers, switches, hubs, and new work spaces.
Provided user/security/systems administration on Sun Sparc, IBM RS/6000, SUSE Linux, and Bull SCO UNIX systems for 220 users in the system office and nine of the community college systems.
09/1986 to 02/1988
Programmer AnalystNC Community College System (NCCCS) - State Office － Raleigh, NC
03/1986 to 09/1986
Administrative AssistantNC Community College System (NCCCS) - State Office － Raleigh, NC
12/1985 to 03/1986
Computer ProgrammerNC Community College System (NCCCS) - State Office － Raleigh, NC
11/1984 to 01/1985
Computer ProgrammerWake County Public Schools － Raleigh, NC