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Yyyyyy x. yyyyyy

0000 xxxxxx xxxx , xxxx , xxxxx 00000 ● (xxx-xxx-xxxx ●

IT Professional 10+ Years Experience

Technical Support ~ Systems Administration ~ Technical Documentation ~ VoIP ~ Back-ups

Data Migrations ~ Upgrades ~ Disaster Planning & Recovery ~ End User Relations ~ Active Directory




         Seasoned experience in a vast range of IT functional areas such as onsite and remote technical support, hardware/software installation, upgrades, migrations, network cabling & administration, and telecom support.

         Adept at network/system performance tuning, troubleshooting peripherals, and applying disaster recovery strategies and contingency plans to safeguard business-critical and confidential information.

         Process-driven, versatile, and consistently ensure first-rate customer satisfaction.

         Advanced capabilities in analyzing, diagnosing, and rectifying challenging technical issues and thoroughly documenting procedures.

         Solid experience with Microsoft Exchange, Active Directory, group policy management, network connectivity, hardware refreshes, incident tracking, compiling performance metrics, and preparing technical reports.

         Possess exceptional leadership capabilities, the ability to travel, and a constant adherence to industry standards and best practices.

         Extremely well-versed in specific needs of healthcare, legal, and banking infrastructures.


Professional Experience


IAP Worldwide Services, 2015 to Present

Systems Administrator I

         Provide comprehensive helpdesk support, back-up & recovery management, and front-end VoIP support within development and production environment comprised of more than 350 servers.

         Establish performance metrics, compile status reports, install patches and upgrades to server hardware, firmware and software, and administer end user accounts, permissions, and access rights.

         Plan and implement policies and procedures to effectively align system provisioning and maintenance with company goals, industry best practices, and regulatory requirements.

         Install, configure, administer, and maintain optimally functioning servers, printers, scanners, and applications.

         Leverage strong organizational skills to oversee enterprise-wide data backup scheduling and execution.

         Produce all technical documentation including user instructions and detailed disaster recovery procedures.

         Championed timely and successful relocation of passive back-up vault from COLO to Cape.

         Proactively initiated massive datastore clean-up of rogue and broken virtual drive and file parts.

         Assessed and reclaimed control and organization of fragmented back-up vault space across all vaults.

         Completed several physical server builds and O/S installations including MS Server 2008 R2, Server 2012, and multiple ESXi operating systems.

         Resourcefully introduced location-specific documentation to simplify tracking of hardware, operating systems, and back-up schedules within production & development environments.

         Replaced physical active back-up vault with virtual solution, earning recognition as SME for e-vault back-ups.


W&O Supply, 2013 to 2015

Desktop Support II

         Installed, maintained, troubleshot, and repaired corporate technology assets encompassing hardware, networking components, all types of peripherals, and software.

         Coordinated swift repair or replacement of defective equipment to ensure and optimize business continuity.

         Methodically inputted, tracked, and closed tickets upon confirmation of resolution.

         Closely monitored and responded to security/intrusion threats, non-compliant activities, and system anomalies.

         Efficiently managed additions, deletions, and changes to user accounts in Active Directory and email system.

         Partnered with ISP and circuit vendors to restore IT operations following service outages.


Continued ►



Professional Experience continued Yyyyyy x. yyyyyy Page 2 of 2


Alere Home Monitoring, 2009 to 2011

Desktop Analyst

         Applied sharp analytical skills toward diagnosing and resolving broad-based technical issues onsite and remotely.

         Proficiently maintained computer hardware, operating systems, VPN, peripheral devices, multi-function printers, and company software.

         Managed user accounts, created and enforced group policy and group policy objects (GPOs) standards, and supported telecom/VoIP systems.

         Performed tape back-ups and computer refresh/imaging to preserve critical company information.


Charles Schwab, 2005 to 2008

Remote Desktop Administrator

         Troubleshot a wide range of technical problems related to network connectivity, desktop software, network printing, Microsoft Exchange, RSA/Ace, Citrix, and Juniper network technologies for remote access.

         Fostered cooperative relationships with end users in performing deskside hardware support and refreshes.

         Compiled IT performance metrics, generated reports, supported software pilot testing, performed technical writing, and contributed to quality assurance efforts.

         Served as member of technical mentoring program tasked with completing various corporate projects.


Contract Projects:


State of Florida, Public Defenders Office of the 9th Judicial Circuit

Desktop Support

         Effectively supported desktops, laptops, iPads, VPNs, and peripherals (e.g. Xerox and Dell multi-function laser printers), deskside and remotely within correctional facilities, courtrooms, and legal offices county-wide.

         Spearheaded hardware refresh roll-outs to increase technological performance and performed desktop imaging.


Rotech Healthcare

Data Migration Specialist

         Remotely completed nationwide computer refresh project to upgrade operating systems from Windows 2000/XP to Windows 7, and Office 2000 to version 2010.

         Successfully completed data, file system, and custom software configuration migrations within defined timeline.

         Installed VoIP phones, POE switches, and Cat5 cabling.


Walmart Specialty Pharmacy

Technical Specialist

         Extensively supported and maintained hardware and telecom PBX technology, and compiled regular status reports for management.


Sears Home Improvement Products

Technology Support Specialist

         Maintained proprietary software and hardware, performed upgrades, troubleshot malfunctions, and steered O/S migrations to ensure optimum business productivity.

         Built, repaired, and reconfigured computer systems, documented weekly physical asset inventories, and performed regular desktop image refreshes.




A.A., General Studies, cum laude, Seminole State College A.S., Information Technology, ITT Technical Institute


Training: Help Desk International, Project Management International, Rational Unified Process, ITIL




Windows O/S, Microsoft Office Suite , Terminal Services, SharePoint, Citrix, WebEx, Microsoft Exchange, DFS, Crystal Reports, Novell, Remedy, VPN, Remote Desktop, RSA/Ace, Blackberry Enterprise Server, Active Directory, Juniper Networks, Acronis, Adventnet, Computrace, VoIP, laser printers, DNS, VLAN/IP mapping, VMware vCenter Server, VMware ESXi, vSphere Clients, Evault/Seagate back-up products, Dell Open Manage Essentials and Server Administrator, McAfee ePo 5.1, Shoretel, SolarWinds IP monitor, Maximo, WorkTech, IBM/HP/Dell hardware

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