ZAHN LEE

682-***-****

**** *. **** **, ******, TX 76039

acfpvg@r.postjobfree.com

SUMMARY

IT Professional with 10+ years of collective experience working in fast-paced network and systems

support 24x7 environments; advanced knowledge of Microsoft and Mac OS X operating platforms, small

to medium server/client networks, ticketing systems and POS systems as well as stellar customer service.

Seeking to secure a Junior Network Administrator or Tier 2/3 Help Desk Support role that will utilize my

10+ years of IT education and experience in maintaining cost-efficient, high-performance, and cutting

edge network environments.

EXPERIENCE

Administration (10 years) – 24/7 data/call center, MS Windows 98 & up, MS Office Suite 2000 & up, MS

Outlook iOS & Android, MS Server 03 & 08, Windows7 deploy/update SCCM 2012, MS SQL DB,

NetBackup VMware vSphere ESX, ESXi HyperV, Citrix XenApp, Unix File System, Powershell,

Blackberry Enterprise Server (Lotus Domino), Active Directory, SharePoint, MS SQL, Mac iOS 7, OS X

10.6 Linux Redhat

Networking (4 years) – Basic Cisco Routing & Switching IOS, Cisco Routing Protocols, Cisco Packet

Tracer, Wire Shark, WinNet Monitor, Wireless Routers & Access points, DHCP, DNS, LogMeIn Remote,

CoRD, VPN, RDP, UltraVNC, Cisco CallManager Express, Load Balancing, Clustering, Virtualization,

Backups

Email (5 years) MS Outlook, Exchange Server 07 & up, Zimbra, GoDaddy Admin, Entourage Client

Ticketing Systems (5 years) – BMC Remedy, Spiceworks, CRM, MailFlow, Insite ChangeGear

Software (3 year) – Sony Vegas Pro 8, MyMicros Admin, CS Gold, Macromedia Design Studio

Mobile Support (5 years) Blackberry, iOS 7 (Apple devices), Android

EDUCATION

B.A. in Computer Information Systems, Jarvis Christian College, Hawkins, Texas 1/1999 – 12/2004

VMware Certified Associate – Data Center Virtualization Certification (VCA-DCA) 7/2014

EMPLOYMENT

CompuCom Systems, Inc. 07/2014 – Present

Tier 2 Help Desk Support Technician

• Provided Tier 2 support to end users on a variety of issues.

• Provided access and permissions to the users and groups in Active Directory

• Identified, researched, and resolved technical problems in a 24x7 Windows 7 environment.

• Used Outlook 2013 to coordinate meetings

• Used SharePoint to collect user data and coordinate Exchange email migrations

• Responds to telephone calls, email and ServiceNow Ticketing system requests for technical

support.

• Used Documents, tracks and network monitors to troubleshoot network problem to ensure a

timely resolution.

• Use of problem management databases and help desk system.

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Robert Half Technologies 11/2013-07/2014

Junior System Administrator, Help Desk Support, Win7 Migration,

Lincoln Properties (4) (Dallas, TX), Wells Fargo (4)(Irving, TX), CompuCom Systems, Inc. (2)(Dallas,TX)

• Optimized computer assets using anti-virus and anti-malware applications

• Provided helpdesk support to partnership housing managers in a Windows Environment

• Deployment and configuration of Cisco Routers & Switching protocols

• Helped resolve virus outbreak as member of a team that quickly isolated and removed virus that

had infiltrated systems

• Provide iOS iPad/Phone, AirPrint, Bonjour gateway, Apple Config Utility support

• Aided in the design, building, management and support of Microsoft Windows 2008/2003-centric

environments.

• Administrator of Active Directory and MS Exchange 2007 & 2010 services

• Assisted with the migration of 300 users from WinXP to Win7 (Wells Fargo)

• Assisted with DB and Server 08 Active Directory migration Wells Fargo)

• Provided access and permissions to the users in Active Directory

• Apply OS patches and upgrades on a regular basis, and upgrade administrative tools and utilities

• Racked, connected, and configured Cisco routers and switches

Sodexo (Food Retailer Contractor at TCU) Fort Worth, TX 9/2012 - 9/2013

System Support Administrator

• Provided support for over 250 Micros KW270, WS4S, & WS5 retail terminals

• Provided Active Directory and MS Exchange support for 25 WinXP, WinVista, & Win7 users

• Resolved helpdesk issues using Remedy ticketing systems

• Provided IPhone Provide iOS iPad/Phone, AirPrint, Bonjour gateway, Apple Config Utility support

and Android smartphone support

• Managed and support of Microsoft Windows Server 2008 environment.

• Created Videos for TCU’s daily menu boards using Vegas Pro 8

• Created and supported users, menu items, prices, reports & revenue centers using MyMicros

• Maintained TCU dining services website using Macromedia studio

• Strategized a way to eliminate the use of external credit card machines saving the company

$20,000 per month in analog phone line usage

Robert Half Technology 12/2010 - 8/2012

Junior System Administrator

(Quality Trailer Products(4)(Azle,TX), Heritage Highland FMS(3)(Dallas, TX), Think Finance(6)(Fort

Worth,TX), Checkpoint(4)(Irving,TX), Pier 1(4)(Fort Worth,TX), ExamSoft(1)(Fort Worth,TX), Southwest

Media(4)(Irving,TX)

• Provided first response to all incoming incident reports, request for change, password resets

through using BMC Remedy, CRM, and ChangeGear ticketing systems

• Managed access and rights to all employees via Active Directory and product websites.

• Maintain multiple VMware instances

• Supported and maintain Cisco Routers & Switches

• Provided support for Cisco VoIP phones using CME

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• Provided Blackberry, IPhone, and Android smartphone support

• VPN token access and support

• MS Exchange Administrator

• Provided access and permissions to the users in Active Directory Services

• Provide iOS iPad/Phone, AirPrint, Bonjour gateway, Apple Config Utility support

• Re-imaged old HP computers with Ghost, installing new computers.

• Citrix administration for 27 users

Tandy Leather Factor, Fort Worth, TX 12/2008 - 11/2010

System Support Administrator

• Provided system support for over 100 stores and 400 users in the US, Canada, and the UK.

• Supported Outlook 2008

• Provided support for Retail Pro 7.63 and 8.0 POS software.

• Managed users using Active Directory and RDP/VNC in a Windows 7 environment.

• Performed Blackberry Support

• Mac OS x administration

• Imaged PC’s with Ghost

• Supported machines using helpdesk tickets generated by Spiceworks.

• Managed data to insure proper polling from Stores to Warehouse and Accounting Departments

American Airlines, DFW, TX 11/2005 – 12/2008

Help Desk Support

• Managed incoming domestic calls facilitating sales and generate company revenue.

• Provided customers with superior customer service

• Supported Lotus Notes

• Supported and maintain Cisco Routers & Switches

• MS Exchange Administrator

• Provided Blackberry & IPhone Support

• Supported VPN clients

• Provided access and permissions to the users in Active Directory Services

• Managed and troubleshot various system issues under a high call volume call center.

• Managed trouble ticket database using Remedy Ticketing System

Best Buy Geek Squad, Fort Worth, TX 09/2006 –

05/2007

Counter Intelligence Agent (Help Desk Support)

• Provided in- store solutions to various personal computer problems.

• Troubleshot hardware malfunctions.

• Diagnosed, eradicated, and protected computers against all forms of mal-ware and viruses.

• Recommend the best most cost effective way to optimize the customer’s home PC functionality.

• Protected customer data from malicious attack and infection.

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• Repaired all hardware and software issues encountered on the job.

Colo4Dallas, Irving, Texas 01/2004 - 07/2006

Help Desk Support (Contractor)

• Server collocation used to provide broadband access

• Remote helpdesk

• Business server security management

• On-Call network support technician and command line support for Windows 2003 and Linux

Redhat servers and associated networks.

• Connected and configured terminals to existing data networks

References

Eric Davis

Retail Manager

Sodexo at TCU

2901 Stadium Dr

Fort Worth, TX 76129

Phone: 817-***-****

Email: acfpvg@r.postjobfree.com

Heather Rodgers

Procurement Manager

Sodexo at TCU

2901 Stadium Dr

Fort Worth, TX 76129

Phone: 214-***-****

Email: acfpvg@r.postjobfree.com

Alexis Evans

Lead Technician

Allied Digital

Irving, Texas

Phone: 469-***-****

4 Page

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