sr systems support engineer ii resume example with 10+ years of experience

Jessica Claire
Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
Home: (555) 432-1000 - Cell: - - : - -
Professional Summary

Information Technology Specialist experienced in managing data for clients and distributing information across organizations and working in a mixed Windows, Linux and Unix environment. Managing Web Applications & Instances of Cloud infrastructure services. Expertise in OSI layers 1-7 and various technologies in addition to maintaining networks, servers and security programs and systems. Passionate about AI / Machine Learning, Blockchain and Cloud technologies.

  • Cloud Applications: Google Docs/Slides/Sheets, Salesforce, SLACK, LogMeIn, Bomgar Remote Access, Microsoft Office 365, Azure, AWS services, Kaseya, Addigy, Exchange Admin
  • Networking Devices: Cisco MX Firewalls, Layer 3 Core Switches, Sonicwall NSA2650, Routers, Access Points
  • Networking/Protocols: DHCP, DNS, FTP/SFTP, HTTP/HTTPS, VLANs, VPN, SMTP, QOS, 802.11, WAN, LAN, MX
  • Programming Languages: Python, HTML, CSS, Powershell
  • Security: Cisco Meraki MX Appliances, LogicMonitor, Azure Cloud App Security, Proofpoint Email, Google Suite, SOPHOS Central, Cylance, WebRoot
  • Servers: Ubuntu LTS Server, Windows Server 2008/2012/2016/R2
  • Telephony: 8x8 VOIP, PureCloud VOIP, NEC SV8300, NEC Programming, Polycom, Zeacom, Cisco Finese
  • Virtualization: AWS, Azure, Oracle Virtual Box, VMware ESXi 6.1, VMWare vSphere 6.1, VMWare Horizon View, Hyper-V
  • Operating Systems: Windows 7/8/10, Kali Linux, Ubuntu 18.04, MacOS High Sierra/Mojave
  • Systems engineering: Office systems mgmt., Systems Implementation/Configuration/Upgrading
Work History
10/2019 to Current
Sr. Systems Support Engineer II Alleare Consulting New York, NY,
  • System implementation, configuration, maintenance
  • Managing server environments, including Windows Server 2012, 2016, Ubuntu LTS
  • Updating systems when new OS versions and system patches become available
  • Scripting (e.g., automation and startup scripts)
  • Light coding on HTML / CSS
  • User administration and Managing role based access controls in Active Directory, Sharepoint and Office 365
  • SQL backup/restore
  • Work with teams on handling technical support requests directly from customers as well as escalation from other team members and field engineers
  • Maintain user uptime and improve their computing experiences through effective maintenance, problem identification and resolution activities
  • Administrate and maintain Windows Servers with high level knowledge of supporting/managing desktop Windows & Mac operating systems
  • Administrate Email with high level user management including configuring new accounts, password resets, and troubleshoot user login, profile and permission issues
  • PowerShell scripts to add and remove email accounts, add group memberships & OU's, AD Sync, and automate daily & monthly scheduled tasks
  • Administrate Instances via Cloud Architectures such as Amazon AWS, Microsoft Azure, Office 365 and G Suite
  • Manage white lists and Blocked Senders Lists and Safe Senders & Recipients
  • Added users and RBAC roles in AWS IAM
  • Added and Enabled VPC Tunnels between sites on AWS
  • Spun up EC2 instances, virtual instances on depending on needs of the client and configured availability zones in AWS
  • Strong domain functionality and Active Directory services such as Group Policy, DNS, DHCP
  • Troubleshoot Windows and Mac OS related issues at hardware and software levels
  • Troubleshoot RADIUS services for Remote Desktop from home
  • Support and provide Backup Solutions using Microsoft VEAM
    Intermediate troubleshooting of RDP and Citrix
  • Maintain Network components and update standards and documentation on an ongoing basis as products and technologies evolve
10/2016 to 10/2019
Helpdesk Engineer Bergankdv Coralville, IA,
  • Provided technical assistance and support to Providers, Nurse Practitioners, Office Managers, Clinical staff and Corporate users
  • Managed incoming cases related to hardware, software, web application and network issues by severity
  • Responded to customer inquiries related to Security Risk Assessments
  • Setup & Manage users on Active Directory as well as grant permissions & create new accounts on multiple domains
  • Supported 3rd party apps, and provide useful knowledge based articles for internal and external users
  • Arranged for Onsite Tier3 technical support where problems cannot be resolved remotely
  • Obtained general understanding of OS and application operations related to company offered cloud web services
  • Tracked, Monitored cases in Salesforce CRM as well as triaged them
  • Attended weekly IT department meetings to discuss updates, cases, projects, key objectives & any outstanding tickets
  • Assisted with migrations of local systems to cloud platforms and managing cloud software and SAAS such as Google Apps, Salesforce, Docusign, Slack systems
  • Assisted with Email migration of exchange mailboxes to --> Gmail accounts using the GAMMO tool- Google Apps Migration for Microsoft Outlook
  • Managed G Suite Organization Units, Domains, and user accounts
  • Oversaw AWS/Azure Cloud Service Usage, servers, network functionality, and services that provide the resources used by AccessData employees and customers
  • Lead and prioritized the work load of IT Department employees
  • Support and development of Team on various integration projects
  • Developed and documented and implement company wide IT general controls
  • Participated on all hardware and software evaluations and maintained vendor contracts
  • Improved usage of Google Apps throughout the organization
  • Performed document recoveries using Backupify
  • Created bulk new users on gPanel & bettercloud GUI platforms that connected with G Suite for onboarding / offboarding of bulk accounts
  • Monitored sites using Cisco Meraki and resolve Severity 1 cases involving Network outages with ISP's and Network equipment
  • Provided technical phone support to Medical Assistants, Doctors, Nurses and internal employees
  • Maintained a high degree of customer service for all Remote support inquiries
10/2011 to 10/2016
Systems Administrator Arlington Community Federal Credit Union City, STATE,
  • Provided high level technical support to computer users in a variety of application software packages
  • Troubleshooted network, telecommunications and server problems independently and with guidance from senior network, telecommunications and server technical staff
  • Performed installations, upgrades and troubleshooting of network, workstation, server and phone system hardware and software
  • Performed installation and configuration of various LAN devices (e.g., routers, switches, printers, scanners, wireless access points)
  • Provided technical support for distributed enterprise systems: emphasis on network management includes areas such as router and switch capacity and performance, license management, and security design
  • Discussed technical requirements with vendors and provided technical specifications
  • Assisted in the preparation of network systems specifications and technical documentation for network systems in coordination with business units and vendors
  • Coordinated support and assisted users in the use of a variety of hardware devices and software packages including the implementation of new devices and software
  • Troubleshooted workstation problems directly for the employees and agents
  • Ensured workstation configurations conform to corporate specifications and policies
  • Kept abreast of current technology; researches developments in network hardware and software products as they applied to the enterprise
  • Assisted with implementation of File server migration to --> AZURE
  • Analyzed, designed, tested, installed, documented, and maintained computer systems which had a moderate to high degree of complexity
  • Developed reports, maintained and established asset inventories
  • Provided timely and accurate updates to company’s problem management reporting systems
  • Coordinated with other Departments, such as Operations, Card Network Services, Telecom, and Compliance, to ensure their workstation and network requirements are met
  • Assisted with implementation of the ACFCU's Mobile App development and Web App deployment
  • Implemented corrective plans of action for network performance issues including availability, utilization, and latency
  • Maintained flexible schedule and responded to after-hours and weekend emergencies
  • Implemented, developed and tested installation and update of file servers, print servers and application servers in all departments
01/2010 to 01/2011
IT Helpdesk Dispatcher Patent And Trademark Office City, STATE,
  • Worked as Service Desk Dispatcher for the Patent and Trademark Office
  • Used Remedy Ticketing system to ensure requests were routed to the proper Team members and completed within the SLA times
  • Installed software, modified and repaired hardware and resolved technical issues, ran diagnostics, imaged hard drives with Windows OS
  • Communicated to customers in a clear, courteous and straightforward manner in person or via email & phone
  • Followed up with clients to ensure optimal customer satisfaction
  • Answered telephone calls promptly and minimized delays that could lead to abandoned calls
Expected in 1998 to to
High School Diploma:
JEB Stuart High School - Falls Church, VA
  • Computer Science
  • Business Entrepreneurship
  • Music Composing
Expected in 2000 to to
Undergraduate Certificate: Computer Applications / Software Testing
TESST Institute of Technology - Alexandria, VA & Beltsville, Maryland,
  • Coursework in Information Technology and Computer Applications that included Microsoft Office Suite and AutoCad
  • 750 Vocational Training Hours
Expected in 2002 to to
Associate of Applied Science: Computer Science And Business Entrepreneurship
Northern Virginia Community College - Annandale, VA
Expected in 2014 to to
Certificate Program: Comptia Security + - Online / Web,
  • Network Security, Threats and Vulnerabilities Application, Data, Host Security
  • Intrusion Detection vs. Intrusion Prevention
  • Cryptography and Encryption
  • Confidentiality, Integrity and Availability
Expected in 2018 to to
Undergraduate Certificate: Mobile App Dev / Python Programming / BlockChain
Coursera - Online Web,
  • AWS Solutions Architect Expert: AWS / Udemy (presently enrolled)
  • Designing highly available, cost-efficient, fault tolerant and scalable systems
  • Implementation and deployment. Data security. Troubleshooting
  • Python Programming: Udemy & Coursera
  • AI & Deep Learning with Python 3.7
  • Creating an AI using Tensorflow, SciKit, Numbpy
  • Personalizing a Virtual Assistant Chatbot with Context, Wolfram Alpha, Wikipedia, and adding a UI
  • BlockChain Decentralized Application Design & Development: Udemy
  • Understanding the Consensus/Ecosystem, Hyperledger & Distributed Ledger technologies & Web3.0
  • Cryptocurrencies & Blockchain
  • Developing Smart Contracts with Ethereum
  • Building your own ERC20 utility token


CMNO (Certified Meraki Network Operator) License #001504


G Suite Administration

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Resume Overview

School Attended

  • JEB Stuart High School
  • TESST Institute of Technology
  • Northern Virginia Community College
  • Coursera

Job Titles Held:

  • Sr. Systems Support Engineer II
  • Helpdesk Engineer
  • Systems Administrator
  • IT Helpdesk Dispatcher


  • High School Diploma
  • Undergraduate Certificate
  • Associate of Applied Science
  • Certificate Program
  • Undergraduate Certificate

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