system administrator tier 2 tier 2 lead resume example with 15+ years of experience

Jessica Claire
  • Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
  • Home: (555) 432-1000
  • Cell:
Goal-oriented leader seeking a challenging, hand-on Systems Administrator position in the Information Technology field. Works well independently and in team structures. Possess excellent problem-solving and customer service skills. Very detail-oriented and able to handle multiple projects concurrently. Extensive systems management and network support experience, including server and desktop environments.
  • Guest services
  • Inventory control procedures
  • Merchandising expertise
  • Loss prevention
  • Cash register operations
  • Product promotions
System Administrator, Tier 2/Tier 2 Lead, 01/2012 to Current
Escambia CountyEngineering (En) - Construction Management (Cm), FL,
  • As the Tier 2 Lead, I work with a team of three Tier 1 and two Tier 2 technicians providing support to eight assigned client networks ranging in size from 20 - 300 devices.
  • Provide desktop support and Tier 2's handling servers and other network devices.
  • Responsible for supervising, assisting, and distributing tasks as needed and serving as the escalation point for both Tier 1 and Tier 2 technicians on my team.
  • Administer Level Platforms to monitor and repair remote devices and Tigerpaw to internally track requests and progress.
  • Responsible for configuring and maintaining servers including Windows Server 2003 through 2012 and Windows Exchange Server 2003 through 2013.
  • Experience with migrating on premise and hosted email systems to cloud solutions such as Office XXX and Google Apps.
  • Work with virtualized environments consisting on VMWare, XenServer/XenDesktop and Microsoft Hyper-V.
  • Provide proactive maintenance on servers, including patching, backups, making sure licensing and documentation were up-to-date and stored for client records.
  • Configure and troubleshoot firewalls, switches and virtual private networks.
  • Worked with vendors to troubleshoot and maintain line of business applications.
  • Maintained on-going client-specific documentation of fixes performed to improve response time resolution.
  • Conducted research and made recommendations for clients in choosing new hardware devices and components.
  • Work as primary liaison with Tekmate account managers to keep them updated regarding client network needs and to educate them about the suggested improvements to assist them in discussing them with clients.
  • Gone on-site to conduct repairs when problems could not be resolved remotely.
  • Also an on-call technician during a monthly rotation.
  • Assisted Project Engineers with project work and billable tasks as needed.
System Administrator, Tier 1 Lead, 01/2012 to 02/2012
Escambia CountyExtension Services (Es) - Administration (Ad), FL,
  • Promoted to lead a team of Tier 1 system administrators.
  • Provided mentorship and a team escalation point for my members.
  • Began tracking resolutions to problems, documenting results and FAQs to be used as reference material for my team.
  • Monitored tickets to ensure tasks were assigned and handled in a timely manner, escalating to Tier 2 members as needed.
  • Also to perform regular Tier 1 tasks as listed below.
System Administrator, Tier 1, 07/2011 to 01/2012
Tekmate LLCCity, STATE,
  • Provided remote desktop support to clients including troubleshooting problems, installing software and devices.
  • Tracked incidents and requests using Tigerpaw.
  • Created Active Directory accounts for users and devices.
  • Configured user profiles and setup mailboxes.
  • Worked with vendors to troubleshoot line of business applications and make minor changes on WatchGuard firewall devices, such as to allow specific website access.
  • Worked within Service Level Agreements (SLA's) to resolves problems in a timely manner and escalated to Tier 2 as needed.
Geek Squad Agent, 06/2009 to 06/2011
Best BuyCity, STATE,
  • Worked in a team-oriented environment to provide customers with technical support and PC repair.
  • Responsibilities included checking in new computers received for maintenance, running extensive diagnostic tests to determine the malfunctions and best service solutions, installing and troubleshooting hardware components, acting as a first point of contact for sales and services, optimizing newly bought computers, and configuring software and hardware.
Computer Technician, 01/2009 to Present
Cyberific Web DesignCity, STATE,
  • Subcontracted technical support services to a small computer consulting company as needed.
  • Installed hardware components, including peripherals and video cards.
  • Installed and upgraded software programs.
  • Tested, diagnosed, and repaired hard drives and a laptop using diagnostic tools.
  • Performed routine cleaning and testing of equipment.
  • Assisted with installation of networking software, hardware and troubleshooting of various computer problems.
Computer Technician, 10/2005 to 12/2008
LapennacoCity, STATE,
  • Handled testing, repairing, configuring, and upgrading salvaged desktop and laptop computers for resale.
  • Required ability to quickly research and identify malfunctioning hardware on a variety of platforms.
  • Maintained office LAN by troubleshooting, repairing, installing, and upgrading computers.
  • Utilized diagnostic tools to maximize network performance.
  • Tested and fixed other electronic devices such as MP3 players, TVs, and printers.
Bachelor of Science: Computer Engineering, Expected in April 2007 to Niagara College - Welland, ON
Diploma: , Expected in June 2003 to Thorold Secondary School - Thorold, ON
Willing to relocate to: San Diego, CA
Active Directory, hardware, computer consulting, client, clients, documentation, email, firewalls, firewall, hard drives, hardware and troubleshooting, LAN, laptop computers, access, Exchange Server, Office, Windows, MP3, network, networking, networks, PC repair, peripherals, printers, progress, repairs, repairing, research, sales, servers, Service Level Agreements, SLA, installing software, supervising, switches, technical support, desktop support, technician, troubleshoot, troubleshooting, upgrading, video cards, website, Windows Server
Additional Information
  • Willing to relocate to: San Diego, CA Authorized to work in the US for any employer

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Resume Overview

School Attended

  • Niagara College
  • Thorold Secondary School

Job Titles Held:

  • System Administrator, Tier 2/Tier 2 Lead
  • System Administrator, Tier 1 Lead
  • System Administrator, Tier 1
  • Geek Squad Agent
  • Computer Technician
  • Computer Technician


  • Bachelor of Science
  • Diploma

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