LISA RIVERS

*** **** *** ***** ******, Georgia **084 Phone: 678-***-****(c) acvfyz@r.postjobfree.com

NETWORK/SYSTEMS INFRASTRUCTURE OPERATIONS ENGINEER

Dual-certified IT professional with experience in both the implementation and support of enterprise level hardware and applications. Expert in troubleshooting, analyzing, configuring business functional hardware/software systems; recording, updating inventory/online ticket tracking systems; managing procedures leading to identification, documentation, technological solutions for server systems and networks.

Expertise Highlights

Systems/Network/Active Directory Administration

Major Software/Systems Implementations

Testing/Documentation/Some Scripting

Project Management/Strategic Planning

System Imaging/Exchange/NetApp-SAN/SQL

Cisco IP Communicator Hard/Soft Phone/Unified Video Advantage

System Security, Backup/Recovery/OME

Technical Writing/Manuals/System Specs

System Install/Upgrade/Configuration

Win7/Server2003/2008/2012/Solarwind

vSphere/vCenter/View/vClient

Cisco Router/Switch/Wireless Access Point Installation

Professional Experience

NEW YORK LIFE INSURANCE COMPANY, ALPHARETTA, GA January 2014 to Present

Data Center Senior Specialist

Manages day to day data-center operations in two redundant data centers located in Alpharetta, Georgia and Lebanon, New Jersey. Partner with application owners, vendors and other support towers to address outage alerts and hardware failures. Troubleshoot all network/hardware/virtual and other infrastructure devices conducive to day to day operations in the data-center. Manage vCenter, vSphere and VDI alerts via Windows and Linux server environment. Manages alerts for Symantec - Net Backup and EMC storage. Dispatch vendors as needed.

FEDERAL DATA SYSTEMS INC, ATLANTA, GA April 2012 to December 2013

Server Client Management Services Data Center Administrator

Plans, installs, configures, optimizes and manages day to day enterprise server infrastructure and data-center operations across a Windows 2003/2008 platform as a sub-contractor for the General Services Administration. Hardware and software monitoring via Solar Wind. vCenter storage and alert monitoring. Respond to DFM alerts on Net APP filers. Rack mount and cable physical servers. Install OS on physical and virtual servers. Configure Ipv4 and IPv6 on all national servers. On-going inventory and decommission reporting. Create/delete shared drives/directories. Work with other teams to resolve issues and implement hardware/application enhancements. Troubleshoot break/fix hardware failure. Push software via ITSM. Update tickets in Service Now. Create groups/accounts via Active Directory.

Key Results:

Member of National Enterprise Service Monitoring, File/Print Management, Server Provisioning, Virtual Services, Net-App SAN and Server Decommissioning Teams.

MED TRENDS, INC– ATLANTA, GEORGIA

August 2008 to April 2012

Network/Systems Infrastructure Operations Engineer/National Inventory/Software Manager

Provide IT Enterprise Network/Operations second and third level phone, remote, desktop, network and site support in a large Enterprise Windows XP/2000/2003/2008 server environment as a sub-contractor for the General Services Administration (GSA) of the US Government. Support, maintain and manage large-scale enterprise migration projects, systems conversions, performance tuning and monitoring of applications/systems. Help set long-range technical direction and capacity plans.

Key Results:

Participate in team coordinated effort that increased customer support, Service Level Agreements, and first call resolution from 70% to 93% overall average.

Deploy Windows XP Pro/Win7 Enterprise workstations, Cisco IP Communicator/CUVA video/phones, troubleshoot Tandberg video conferencing equipment, printers, switches, routers to Central and Field Offices in the region. Works to ensure smooth migration utilizing desktop standardization and timely project completion. Provides reports using MS Excel.

Provide inventory/asset management for region and assists in improving from previous manual, time-consuming process to web based data tracking with workflow accuracy and efficiency.

Deploys software to all of region via software delivery agent.

Manage/monitor second shift ticket queue resulting in 40% less calls to on call personnel.

ARBYS – ATLANTA, GA

March 2007 to August 2008

Operations Support Analyst

Present overnight technical support to Arby’s restaurants nationwide and corporate headquarters users. Supported POS hardware/software, corporate hardware/software, network connectivity and remote access controls in a mixed Windows, SQL, Exchange, Linux, Red Hat hybrid environment. Interact with vendors and other support specific providers to reduce restaurant and corporate downtime.

Key Results:

Successfully polled closing restaurants at a 99% completion level on a consistent basis.

Served on team that ported refreshed store pc’s and back office servers to a Windows XP /2003/SQL/Exchange Server environment. Efforts decreased store and corporate downtime increasing user level productivity.

ZAVATA, INC – ATLANTA,

October 2006 to March 2007

Operations Support Analyst

Supported Arby’s restaurants nationwide via telephone/remote access software. Serviced POS and Back Office Server equipment, and provided technical support to corporate end users in a Linux, Red Hat and Windows/SQL/Exchange server environment.

Key Results:

Assisted with bringing call level counts down and increased first call resolution.

INTERACT PUBLIC SAFETY SYSTEMS – DECATUR, GA ATLANTA,

September 2005 to August 2006

Telephony Support Specialist

Supplied remote and onsite technical support to various E911 call centers throughout the US. Installed new/refurbished workstations, Dell, IBM, Compaq servers and E911 controllers. Programmed trunk, controller cards, ANI/ALI settings, phones and Mercom recorders. Assisted field technicians from Interact, Bellsouth with analog trunks, T1, DS3 DACS, related hardware installation and product failure.

Key Results:

Tested wireless tower configuration, compatibility with Zetron, Plant and Positron controllers with Sprint, Cingular, Verizon, T-Mobile, Metro PCS and other wireless providers.

Defined problems, collected data and researched to problem resolution.

Built, configured and maintained testing lab facilities.

Technical Support Representative - Contractor

Performed server, laptop, desktop, hardware, network and software rollouts. Utilize Norton Ghost software to image drives in new and upgraded desktop and laptop systems. Installed Windows 2000/2003/Exchange and SQL server.

CAREER CONNECTION, INC – ATLANTA, GA

May 2004 to February 2005

Server Technician – Contractor for IBM

Provide technical support to customers who called help desk with server hardware/software issues. Directed customers (systems administrators), to proper documentation for operating system installation, driver, bios and firmware updates. Walk clients through raid zero, one, five, SATA, other raid configurations and through hardware failure replacement. Dispatch field technicians as needed. Completed IBM provided server training at company server training institute.

PARTSTOCK COMPUTER SOLUTIONS, MINNEAPOLIS, MN May 2003 to December 2003

Lead Technician

Built/refurbished new desktop, laptop and server systems for customer specification. Burned in server units for a period of 48 hours to gage stress capacity on each unit. Configured Raid controllers while loading Windows 2000 and 2003 Server to test overall system functionality. Replaced all defective server parts from CPU, memory, backplane, system board, power supplies, cd-rom, raid, scsi controllers, scsi drives, etc.

EASTER SEALS NEW JERSEY. EAST BRUNSWICK, NJ February 2000 to December 2002

Jr Systems Administrator

Provide server and LAN administration of NT Terminal 4.0, NT 4.0, Windows 2000, Exchange, SQL and Netware 3.12 servers. Assist with troubleshooting LAN electronics, file servers, network operating system and wide area network connectivity when appropriate. Supply help-desk solutions for 600 end users, locally, remotely and through telephone support for Win95, 98 and 2000. Log, prioritize, and assign all calls, voicemail, email, web tickets and walk-up requests reporting technical problems in Track-It helpdesk ticketing tool. Determines problems and coordinates solutions such as swapping devices or initiating vender calls; follows-up with user and IT Support Services, and updates database ticketing systems to reflect the outcome.

Education

SUNY/WESTCHESTER COMMUNITY COLLEGE – VALHALLA, NY

ELECTRICAL TECHNOLOGY (AS Program), 1994

COMPUTER INSIGHT LEARNING CENTER – TINTON FALLS, NJ

MCSE Studies for Windows NT Certification, 2000

Technology Summary

Certifications:

Network+ Certification, Received October 2008

Certified Help Desk Professional, Received October 2006

A+ Certification, Received May 2005

Courses:

Configuring, Managing, and Maintaining Server 2008 R2 July 2015

Red Hat System Admin1 June 2015

Interconnecting Cisco Networking Devices Part 1 v2.0 August 2014

ITILv3 Overview: Introduction to the ITILv3 Framework 2012

Microsoft Windows Server 2008: Enterprise Administration 2013

VM Ware: Datacenter Virtualization with vSphere 5 2013

IT Project Management Essentials 2012

Microsoft Windows Server 2012: Installing And Configuring Windows Server 2012

Systems:

Windows 2000/2003/2008/2012/SQL/Exchange Server

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