Ryan M Munsch

574-***-****

acfmou@r.postjobfree.com

Summary

• Over five years of experience as a Systems Administrator, Network Engineer and consultant

t hat evaluates, supports and creates customer solutions. I’ve managed and designed solutions

t hat cater to client needs based on existing deployable technologies and further enhanced them

v ia integration with other solutions and enhancements through custom programming.

• Designer and architect of the customer, and internal support system used by

GetCloudServices.com (support.getcloudservices.com). Support system includes refined ticket

logic/processing rules for SLA and ticket handling policies, customer approach / philosophy

definitions, highly detailed reporting and labeling system that included customer writ ten data

metrics for handling content classification and team & support desk performance, wrote

custom jQuery & liquid markup applets to extend functionality, built integration into customer

portals and websites, created community interaction pages, enhanced SEO results through

careful content structuring.

• T hree years of experience as a technical wri ter, composing more than three hundred support

a rticles in addition to company updates, blogs, and customer emails.

• Three years of experience with Exchange 2010, one year as a primary administrator. Managed

hosted Exchange 2010 environment with over 15,000 mailboxes and 2,000 customers

• Administration of XenServer, XenApp, XenDesktop, CloudStack, VMWare, Hyper-V, Windows

Terminal Server, and RDS infrastructure.

• Trainer of Jr. Admins, and new hires. I served as an integral part of first week introduction

and t raining experience.

• SharePoint 3.0 / 2010 Administrator. Responsible for migrations from3.0 to 2010, and general

admin and database maintenance.

• Administrator of basic POP email system (SmarterMail 7.0), and other auxiliary email systems

i ncluding Sonian Email Archive, and Echoworx Mail Encryption Systems.

• Management of I IS & Active Directory in a multi-tenant environment.

• Administration of physical and virtual servers running Windows Server 2003, 2008, 2008 R2

• Administered Cisco Switches, ASAs and other networking hardware

• Experience with Microsoft CRM, Cloud Backup Systems

• Programming experience with HTML, CSS, JQuery, Java, C++, Resolve C++

• Zendesk deployment, administration, API & integration experience.

• Data analytics experience with GoodData & MatLab

• Amazon Web Services Partner. Specializing in migration, scaling, hybrid & primary

environments. Database (S3, Glacier), Application, and Virtual Server (EC2) hosting, and

redundant backup and failover solutions.

• Microsoft Office 365 Reseller (setup, configuration, management, and migration specialist).

E DUCATION

• Warsaw Community High School

• Ohio State University Computer Science and

E ngineering

Professional Experience

Coretek Services September 2013 – July

2014

Coretek Services is a national leader in consulting for healthcare providers. Their work

specializes in vir tual solutions (virtual clinical workstations), infrastructure consulting, and

desktop migrations. In addition to being a M icrosoft Managed Partner, Coretek was also

recognized in 2013 for being the AppSense partner of the year, the Cit rix Central Region

partner of the year, and for the fifth time in a row one of the National Best and Brightest

Companies to Work For (as awarded by the National Association for Business Resources). I

served as a technical team lead for their largest revenue project ever. My role focused on

managing my technical team, t roubleshooting issues in SCCM 2012, Active Directory,

A ppSense, Imprivata, designing reports, creating and analyzing efficiency metrics, serving

i n project management roles, and creating project directive and doctrine.

Responsibilities:

• Technical team lead for a team comprised of fifteen members.

• Facilitated, managed, and drove enterprise-level technology upgrades and

i mplementations.

• Coordinated assets in multiple technical teams and disciplines to help deliver

assigned projects within acceptable timeframes while adhering to quality standards.

• Curated quality standards, reports, project doctrine and standards.

• Created metrics to analyze project status and success.

• Served in roles as a deployment coordinator, and project manager.

Environment: M icrosoft System Center Manager 2012 R2, M icrosoft 365, Active Directory,

I mprivata, AppSense, ServiceNow.

GetCloudServices J uly 2010

– M a r 2013

GetCloudServices / ITSolutionsnow is a leader in professional business communications & IT corporate

services. With over 2,000 customers they are most renowned for their Exchange email hosting

featuring unlimited mailbox size. In addition to email, supplementary email services were provided

(basic email, archiving, encryption), along with hosted desktop & application environments, virtual

servers, data backup & retention, website, and CRM hosting. I t is a small company, and consequently I

wore a number of hats from system administration, t raining, technical writing, customer support

system architect & manager, Tier I I support. Of my roles the support desk design, Exchange &

Systems Administration, and Tier I I support were the most prominent.

R esponsibilities:

• One of four Exchange 2010 administrators for 15,000 customer mailboxes.

• Systems administrator of Windows Server 2003, 2008, 2008 R2, Hyper V, Citrix, and auxiliary

mail systems.

• Architect and manager of self-proposed customer support portal initiative based on Zendesk

software. Designed ticket workflows & customer support policy, data labeling, custom

reporting metrics, jQuery & liquid markup integrations.

• Lead technical writer responsible for overhaul of article standards relating to organization,

format, SEO elements, and customer discovery.

• SharePoint 3.0 / 2010, I IS 7.5 administrator responsible for client site upkeep, migrations, and

database maintenance.

• Trainer of Jr. Admins and new hires in various aspects of the company workings.

• Served in sales capacity for initial client inquiries regarding services, outlined and

i mplemented migration strategies for potential adoption of company services.

• Responsible for upkeep up proprietary client software hosted within our virtual environment.

• Tier I I support responsible for identifying, correcting customer issues, and documenting for

l ater use.

• Integrated data from testing environment into development environment using scribe.

Envi ronment: M icrosoft Exchange 2010, Windows Server 2003, 2008, 2008R2, Hyper V, Citrix

XenApp, XenServer SmarterMail 7.0, EchoWork, Sonian, CloudStack, BackupAgent, WHMCS,

M icrosoft CRM 4.0, Microsoft Outlook 2003-2013, jQuery, CSS 3.0, JavaScript, HTML, MS SQL Server

2008, VMWare, Active Directory, Terminal Server 2003 & 2008, GoodData, Zendesk, SharePoint 3.0 &

2010, I IS 6,0 & 7.5

ITSolutionsNow J un

2008 – Sep 2009

ITSolutionsNow at the time of this employment term was primarily a consulting company, offering

solution strategies, and management services to local clientele in Jacksonville. Clients would range in

size from small companies with less than five employees to larger 300-400 seat companies. My role

was to maintain existing systems, in addition to accessing new client infrastructure and recommending

potential solutions. Environments and client needs would vary from client to client, providing unique

challenges, however solutions presented when needed were typically Microsoft / Cisco based.

Responsibilities:

• Maintained client networks, software systems, servers, and infrastructure.

• Installed Cisco PIXs at client locations, setup networks and established VPNs.

• Managed Windows 2003, and 2008 servers; Domain Controllers, and Terminal Servers.

• Documented client setups and network topology.

Environment: C isco Routers & PIX’s, Windows Server 2003 & 2008 RTM, Windows

Terminal Services, Office 2003 & 2007.

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