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- 520 Monet Dr Xxxxxx, XXXXXX xxxxxx ( (xxx-xxx-xxxx * email@example.com
IT Systems Administration ▪ Technical/Engineering Support
Self-assured, dynamic, and results-driven IT professional with more than 17 years providing high-performance client service, project management, technical and systems administration support in the IT solutions business.
- Proven exceptional passion for delivering outstanding client/user service that maximize advantages of IT systems in providing process efficiencies in highly demanding business functions.
- Detail-oriented, analytical and methodical with critical thinking to strategize solutions in address complex technical and system administration issues even under stress.
Well-organized and resourceful with multitasking skills that optimize limited resources to achieve outstanding results.
Strong people management and interpersonal communication skills that inspire customer confidence while forging teamwork synergies with colleagues across diverse ethnicities.
IT Operations Management
Strategic IT Planning & Execution
Technical Service Support
Relationship Management (Clients, Stakeholders, Public, & Suppliers)
Concurrent Project Management
Systems/Business Needs Analysis
Project Budget Management
Systems Install, Configuration, Conversion, Migration & Integration
User Acceptance Testing
Policies & Regulatory Compliance
Staff Supervision & Training
Records & Document Management
Apps: Kofax Ascent Capture 7/8/9
OS: MS Windows (2003, XP, Vista, 2008, 7 & 8), Mac OS (10.5 Leopard, 10.6 Snow Leopard, 10.7 Lion & 10.10 Yosemite)
DBMS: SQL Server 2005 & 2008
Networks: TCP/IP, FTP, & UNC
Productivity Tools: MS Office (Word, Excel, Access, & Outlook) & Lotus Notes
Highpoint Solutions, Llc, Xxxxxx, XXXXXX
Provided onsite technical support for IBM Emptoris Contract Management system for over 500 pharmaceutical company clients and users.
Managed systems administration support, creating and deactivating user accounts, analyzing and resolving daily issues, managing contract security, setting up approval workflows, executing daily batch jobs for contract export and vendor imports, while ensuring completion of nightly database backups.
Performed monthly database refreshes of Emptoris production environment to development and test systems, installing and testing systems upgrades and iFixes in development, test and production systems, and interacting with IBM to resolve outstanding issues during weekly conference calls.
EMC Corp. Xxxxxx, XXXXXX
Handled majority of high-priority incoming support calls and emails from EMC clients and partners, reproducing client issues on the VMware ESX server for escalation to engineering and development teams to ensure fixes and upgrades were delivered on time.
Captured resolved cases in a knowledgebase system for future reference, writing technical articles for EMC online support resources, and generating bi-weekly reports to management on open and closed case statistics.
Performed in-depth analysis and executed SQL queries for troubleshooting client database issues, creating Windows user accounts to help determine causes, workarounds, and permanent solutions.
Coached and mentored team members to expedite problem resolution, chairing weekly huddles to discuss bug fixes and software issues for resolution.
Entology, Inc. Bedminster, NJ
Education & Credentials
A.A. in General Studies, MONTGOMERY COLLEGE Xxxxxx, XXXXXX (2015)
Certification in Computer Programming, CITTONE INSTITUTE Edison, NJ (1998)
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