Customer Service System Administrator

Ferrell D. Pope III

*** ***** **** ********, ** *0907

Phone : 706-***-****

Email : ************@*******.***

Professional Summary

IT Specialist with over 10 years experience possessing a strong background

in all Windows operating systems, TCP/IP, hardware/software fix and

customer service. Extremely knowledgeable into overall networking to

include providing security of data information on network servers,

performing system migrations, and configurations for new and existing

users. IMO (Information Management Officer) for over 300 users as a direct

support contact to include running and installing connections as required

to establish and maintain on SIPR and NIPR networks, maintaining active

directory, created new mailboxes, and setting up shared file and print

systems.

Specific Qualifications

. Microsoft Certified System Administrator

. 2 + as a Certified TRADOC instructor providing 25B platform

instruction

. Information Management Officer for over 300 end users

. Over 10 years experience as a system administrator

Education

Augusta State University Degree not obtained

Denbigh Baptist Christian School High school diploma

Experience

Nova-Dine System Administrator @

S-TNOSC April 2011 to present

Supports the IT Specialist with the operation and maintenance of the SAN

infrastructure and VMware cluster environment; ensuring the overall health

of the virtualized environment by implementing and testing backup

operations and failover tasks. Create and/or update documentation related

to the SAN and vSphere environment through the use of TTPs and

SOPs. Perform daily system checks and discuss findings via verbal and/or

written reports. Coordinate the repair and replacement of contract

supported equipment. Work with remote personnel to complete reporting or

fix-actions. Utilize BMC Remedy ticketing system to track incidents and

problems. Follow ITIL practices to include Incident Management metrics

calculations and RFC submittals. Prior experience with Red Hat Enterprise.

Knology Business Tech Support Supervisor September 2011 to April

2012

Supervise technical support tier 2 and tier 3 who are responsible for

providing assistance & support for internet/data, cable and telephone

services customers. Troubleshoot all systems, create & assign static IP

addresses, monitor & respond to all escalated customer issues, approve and

submit time sheets for 32 employees and other managerial duties as assigned

by my superior.

Honeywell(Baghdad, Iraq) IT Specialist June 2010 to

July 2011

Provided support to the Brigade S6 and subordinate units with information

management and, help desk functions. Served as IMO (Information Management

Officer) for 300 end users ensuring system connectivity, performance

throughput, security validation, availability, data integrity, and date

recovery. Performed system installation & configurations, establishing

network addresses and connections, monitored system performance, adding and

removing users, establishing shared file and print systems, supporting

hardware resource management and providing general support required to

establish and maintain unclassified and classified computer networks, stand

alone computers and/or ancillary automation devices.

KeyBridge/Delan/ICE Inc. 25B Instructor March 2008 to

April 2010

Primary Instructor within the Software Annex of the 25B Course responsible

for instruction based on approved Lesson Plans, Blackboard, and Practical

Exercise Instruction. Instructed the following course modules: Microsoft

Server 2003, Microsoft Exchange Server 2003, Intro to UNIX, Solaris System

Administrator, Security Plus, NETCOM, NET A/V, and Advance Troubleshoot and

Repair. Perform network scanning to find security vulnerabilities within

the system configuration policy on the CPU.

First Discount Mortgage IT Director May 2006 to

October 2007

Performed system administration functions to include performing daily

backups, producing system and security policies, maintaining workstations,

and establishing and maintaining an active directory. Repaired and

maintained numerous web sites, provided access to all FDM websites,

transferred and installed new phone lines to include Voice over IP (VOIP),

and created advertisement flyers with MS Publisher and Adobe Acrobat to be

sent out in bulk emails through MS Word.

DCT Systems/Lockheed Martin System Administrator July 2000 to May

2006

Performed maintenance on PC's, laptops, and printers as well as created and

modified policies as it related to the network and daily operations.

Performed server tasks to include adding and removing users, change

permissions, administered print servers, and created share folders.

Installed workstations, performed data migration, established exchange

profiles in MS Outlook, and provided troubleshooting for all

infrastructures.

Certifications

Security + ITC

SCTC A+

N+ MCSA 2008

ITIL V3

Security Clearance

Top Secret.

Professional Activities and Achievements

Operation Iraqi Freedom Certificate for Logistics Support awarded November

2010.

Contact this candidate