Software Management

Franklin D. Harvey

**** **** ***** *****

Knightdale, NC 27545

Home: 919-***-**** *******@*****.*** Cell: 585-***-****

PROFESSIONAL SUMMARY

6+ years of System Administration experience with Windows 2000, 2003 and

2008 server operating systems. Extensive background in building;

repairing; troubleshooting; supporting machine's and networks, along with

website design; website hosting, updates and maintenance. Advanced skills

to successfully coordinate and implement information system projects;

virtualization migration, disaster recovery; automatic data/system back-up

and network performance enhancement. Ability to analyze and solve complex

problems using analytical and creative problem solving skills, self-

motivated; people oriented, fast learner who consistently offers creative

problem-solving solutions, with results that exceeds business and customer

expectations.

TECHNICAL KNOWLEDGE

Programming Languages: Java, JavaScript, HTML, UNIX (Knowledgeable), OS

Scripting (Knowledgeable), C# (Knowledgeable)

Networking: Cisco Bridge Knowledgeable (2514 and 2950), Switch

(Knowledgeable), VLans (Knowledgeable), Ethernet,

Routers, Fiber Optic, Cat45 Cabling

Storage Technologies: Knowledgeable: EMC, NetApp, SAN and NAS

Database Systems: Access 2000 (Knowledgeable), SQL 2008

Web Technologies: XML, TCP/IP, ASPX (Knowledgeable)

Operating Systems: Windows NT/95/98/2000/XP, Windows Vista, Windows 7,

Windows Server 2000, 2003, 2008, Mac OS

(Knowledgeable), Linux (Knowledgeable)

Software: SharePoint Server 2007, Exchange Server 2007, SQL 2008,Ubuntu

(Knowledgeable), Acronis, NeverFail, VMware vSphere

Client, BMC Remedy IT Service Management, Eman Host

Management

Development Software: Text Editor, Text Pad, Ultra Edit, JGRASP, Visual

Studio

Wireless Platforms: 802.11 and additional wireless IEEE standards

Selected Applications: Adobe CS4, Adobe CS3, Dreamweaver, Flash,

Fireworks, MS Office Professional Applications,

Ethereal/WireShark, VisiWave, Visual Studio, Active

Directory, Internet Information Services (IIS)

Experience working with: Audio visual equipment and systems, Smart

Board installation and configuration, Q-see security

camera installation and configuration, Never Fail

synchronizing software, Data back-up and recovery,

Network File Systems & Common Internet File Systems

(NFS & CIFS), Netgear Firewalls, RAID 0, 5, Google

apps, Wintel

Virtualization: XenApp Citrix (Server Administration, user support and

application support)

VMware (Server support for Windows, tier 1 and 2 training)

PROFESSIONAL EXPERIENCE

CISCO SYSTEMS, Research Triangle Park, NC

6/2013 - Present

Senior Project Engineer

Monitors IT systems and accurately identifies and records Critical, High,

Medium Incidents in the Incident Case Management System (ICMS) ensuring all

relevant data and business impact is documented in coordination with the

Shift Lead (SL) and Operations Duty Manager (ODM).

. Drafts and sends clear and concise notification to designated personnel

per Incident Management Process.

. Tracks all opened assigned incidents until a Short Term Fix (STF) is

provided.

. Responsible for answering questions regarding services status and reports

of service failures; and updating customers and IT partners on the

progress towards restoration.

. Escalates and obtains IT support necessary to investigate and diagnosis

the Incident.

. Coordinates, owns, and drives Incident Conference calls to ensure

Investigation and Diagnosis remain targeted at resolving the incident and

restoring service.

. Resolves conflicts that may arise between IT support teams and vendor

partners on Incident Conference Calls.

PENTAIR AQUATIC SYSTEMS, Sanford, NC

3/2013 - 4/2013

Systems Engineer

Provided high level support for Physical to Virtual (P to V) of Windows

servers using vSphere, installed and configured computer system and

migrated data of acquired Deerfield Beach, FL business unit. Researched

current Sanford network IDF's, for refresh, surveillance cameras for

managing software upgrade, conference room's media refresh and

standardization. Reported and documented findings/suggestions to management

and peers.

. Assembled server cabinet and installed equipment (Server, UPS, Switch,

SAN and Fire wall Router).

. Configured server for Hypervisor.

. P to V servers via vSphere and migrate to new Hypervisor.

. Migrated Data to virtual servers.

. Configured SAN to RAID 5, with 8 HD's.

. Configured Cisco Switch (Vlans for nodes, wireless, server, phones and

printers).

. Created documentation and procedures for projects in the corporate

OneNote Knowledge base system.

. Completed part 1 of 2 VMware Datacenter Virtualization with vSphere

classes.

CISCO SYSTEMS, Research Triangle Park, NC

9/2011 - 10/2012

Windows Administrator

Provided high level systems management for business systems. Performed

large system configuration, systems troubleshooting, high level problem

analysis and resolution. Provided guidance for processes and procedures

across environment of servers. Responsibilities included ownership of

multiple large systems. Ensuring that systems are managed per established

service level agreements. Worked with users to detail service delivery

requirements and system functionality.

. Windows 2000/2003/2008 *Server* Administration.

. Trouble shoot installed Anti-Virus products.

. Excellent knowledge of server hardware (primarily HP/Compaq).

. Experience/exposure to basic security management concepts (including

Group Policy Objects), patching and antivirus tools.

. Experience/exposure to networking concepts, TCP/IP, DNS, Active

Directory, DHCP, SMTP.

. Experience/exposure to basic knowledge of SAN/NAS storage technology.

. Experience/exposure to administration knowledge of Exchange 2007 and

2010.

. Experience/exposure to virtual server administration, via Vsphere

Client.

. Performed workarounds as appropriate if incident cannot be resolved

and/or root cause unknown.

. Member of the incident management and windows server administration

team, sharing information, ideas and assisting others with cases.

. Provided expert level assistance with Microsoft Outlook, Microsoft

Internet Explorer, and Microsoft Windows products.

. Effectively and clearly delivered information to a range of audiences.

. Macintosh and iPad knowledge.

. Provided Tier 2 software support of high complexity on a daily basis via

telephone, email, instant message, remote control tool or onsite. Onsite

support may include hardware or software installation, troubleshooting,

or training.

. Documented findings and action in case management system, as well as

properly notating cases with all customer support contact per IMC

ticketing standards.

. Self-starter, worked after hours, rotated on call after hours and

weekends support.

. Experience/exposure to maintenance and support for the following; VMware

ESXi, Windows (2003/2008), Active Directory 2003/2008, and Backup and

Recovery administration/operations.

. Participated in 24x7 on-call rotation for critical networks.

. Involvement with escalations and incident management including post

incident reporting.

. Document, report and track problems, as well as perform necessary follow

up to ensure quick resolution.

. Problem troubleshooting, root cause analysis and driving both short and

long-term solutions.

COMPLIANT HEALTHCARE TECHNOLOGY, Raleigh, NC

3/2009 - 6/2011

Network Administrator/IT/MIS

Responsible for company LAN, WAN, VPN, Wireless and voice networks.

Provided all aspects of help desk support for PC's and Macs, project

planning and implementation. Created/designed, hosted and maintained

company website. Performed daily server maintenance, back-ups and fail-over

monitoring. Created and implemented disaster recovery plan and performed

system upgrades as required.

. Installed, setup and monitored local area network (LAN), wireless AP and

voice (Phone) networks.

. Performed network evaluation; hardware performance, cabling installation

and topology. Headed improvements to ensure information system

performance meets company and user requirements. Designed networks with

MS Visio.

. Supported/administrator servers using Microsoft 2003 and 2008r2

operating systems. Exposure to creating group policies, created

organizational units (OU's), monitored server performance using active

directory, log files, ping, tracert, system manager and other tools.

. Researched and evaluated computers, network hardware, peripheral

equipment, and software

to make recommendations for purchases.

. Investigated user problems, identified its source, determined possible

solutions, test and implemented solutions. Communicated progress and/or

solution with diverse user groups via a self created trouble ticket

tracking database website using SharePoint 2007.

. Installed, configured, and maintained personal computers and laptops

(PCs & Macs). Mapped network drives and personal printer/scanner storage

folders for users.

. Performed and assisted CIO with server software, application

installation and upgrades.

. Managed LAN and external Internet network shared devices using TCP/IP

technology; Configured NIC cards static IP's for servers and shared

devices for user access. (Servers, printers, VOIP, web services and

firewalls).

. Managed software licenses for company servers and nodes.

. Planned and implemented network security using Netgear firewall. Managed

file permissions, backup and disaster recovery plans.

. Troubleshoot networks, systems, and applications to identify and correct

malfunctions.

. Traced packets, monitored network traffic and maintained records of

performance to identify opportunities for improvement or potential

issues. Tools used: Wireshark, tracert via cmd and network speed check.

. Supported, upgraded, repaired HP Prolient servers, Dell servers and a

variety of desktop and laptop nodes from RAM upgrades to major rebuild

and repairs.

. Supported and administrated (2) SAN servers in Raleigh and Cleveland.

Using the SAN's as a print server for local LAN users and the Raleigh

SAN for primary document storage accessible to all users via Citrix

virtual desktop.

. XenApp Citrix Administration and support.

. Responsible for the backup of data, including automated backup and

scheduled testing of data integrity. Created and implemented data

disaster recovery procedure that included portable hard drives that

are rotated daily - offsite and are tested daily for data integrity.

. Used local Microsoft server 2003 software for backing-up SAN servers

and Acronis for automatic scheduled backups on windows 2008 servers.

. Monitored 24x7 system integrity, disk space, network speed, and APS

status.

. To minimize system downtime, designed and implemented power fail-over

that includes APS with a half hour power window that sends an email

alert of the power failure. Also an emergency gas powered generator

that connects to a circuit bypass as a power supply to the server

closet. The power is cleaned by the APS before being supplied to the

servers.

. Created a patch and upgrade policy to only be performed after

researching software and after normal working hours, making sure any

changes can be reversed.

. I was responsible for the database server and worked with Clay LeBeouf

(CIO and database administrator), to address needs and requirements to

operate SQL 2008 efficiently.

. Developed and conducted various training and instructions for system

users on operating systems, relational databases, and other

applications; assist users in maximizing use of networks and computing

systems. Identify utilization patterns and their effect on

operation/system availability and performance expectations.

. Established and performed maintenance programs following company and

vendor standards, SLA's. Managed service pack updates and software

updates procedures and documentation for servers.

. Ensured timely user notification of maintenance requirements and effects

on system availability, via email blast and/or logged in server user

messages.

. Investigated, recommended and installed enhancements and operating

procedures that optimize software performance, network performance and

availability.

. Maintained confidentiality with regard to the information being

processed stored or accessed by network users.

. Documented network problems and resolutions for future reference in

SharePoint 2007 database.

. Assisted personnel of all departments as a computer resource.

Knowledgeable with the ability to research all aspects of I.T. platforms

and technology in a timely manner.

. Provided on-the-job training to new department staff members.

. Provided computer orientation to new company staff.

. Provided technical support for current proprietary software.

. Maintained, updated and designed company website.

. Experience/exposure to administration knowledge of Internet Information

Services (IIS) 6.0 & 7.0. Used IIS to deployed and managed company

websites via web server, SharePoint server and Exchange mail server on

Windows 2003 and 2008r2 platforms. Certificates were managed by company

CIO.

Special Achievements:

. A corporate calendar was needed to track and schedule field technicians.

After researching available technology that aligned with the company

budget, SharePoint was identified. Built SharePoint 2007 server:

Configured with supporting software (Microsoft .Net updates), password

secure user web access (IIS via server 2003 with static IP

configuration). Used Internet Information Services (IIS) to host the

SharePoint website, server 2003 active directory to manage user's server

access and Moss 2007 to create a shared calendar, shared documents and

manage user's access to software attributes. Conducted user training for

access and software attributes.

. Created a problem and solution page and a project page on SharePoint

to maintain records accessible for employees to track their trouble

tickets. This served as a medium to document, track, update and report

IT projects and issues.

. Built Exchange 2007 server: Configured with supporting software

(Microsoft .Net updates), configured DNS and MX Records.

. Research leader for system back-up and fail-over vendors. Presented

research report to CIO and company president. Assisted technician with

implementing, testing and verifying Never Fail software.

. Used MS PowerShell command to correct a service pack upgrade from

Microsoft that disconnected the databases on the SharePoint server.

The upgrade caused errors and would not allow users to make entries

onto the server. Entered a command in the BIN directory via cmd to

resolve the issue.

. Researched, installed, configured and networked Smart Boards in

Cleveland and Raleigh offices allowing for remote meetings.

. After a hard drive failure caused the loss for data from the SAN servers

inherited configuration, I configured and supported the SANs to RAID 5,

resulting in full data redundancy and the ability to hot swap hard

drives.

. Installed and configured security camera systems in Raleigh and

Cleveland offices allowing secure accessibility via the Internet and

smart phones. Configured to maintain one month's video footage.

. Implemented Network Shared Storage to accommodate large amounts of

data and video footage and administered its user access.

MISYS HEALTHCARE SYSTEMS, Raleigh, NC 10/2007 - 10/2008

Client Support Consultant/Analysis

Responded to request for assistance from Clients who were experiencing

problems with supported software, operating systems and/or PC hardware,

assisted with call queue management.

< Made decisions on escalation for on-site assistance for the resolution of

technical issues.

< Chose calls from the internal call screen by using the pre-determined

priority order to assure that the most urgent calls were responded to

first.

< Researched and data test as needed to assist in resolving client issues.

< Assist clients with application training when necessary.

< Assisted other analysts in effectively and efficiently resolving problems

for clients.

< Accountable for the resolution of the client's problem by documenting and

monitoring the progress of the call and the steps taken and escalated as

needed.

< Created and assigned work tickets for issues not capable of phone, email

or remote desktop access resolution.

< Read distributed documentation regarding software and hardware changes

and enhancements in order to be able to provide current information to

clients.

CANNON INDUSTRIES/BURNETT PROCESSING, Rochester, NY 6/2006 - 6/2007

Information Technology/Network Administrator

Accountable for company LAN, wireless network security, verified daily data

back-ups, help desk support, project planning and implementation. Performed

daily server maintenance and network upgrades as required.

< Administered servers using windows server NT, 2000 and 2003. Controlled

user permissions and group policies with active directory.

< Administrated exchange server 2003, managed users access, storage

databases and passwords.

< Managed wireless and LAN network shared devices using TCP/IP technology,

configured NIC cards static IP's for machinery for LAN network control by

engineers.

< Assessed the business needs of the newly acquired company, Burnett

Process Inc., resulting in the removal of the existing token ring

network, designed a topology and installed an Ethernet network and PC

workstations. This allowed the ability to utilize new technology to help

operate the business more efficiently, also utilized available equipment

to control expenses.

< Configured Dell server with MS server 2003 and migrated company data to

new server.

< Created personal files and group policies for users. Controlled network

printer access of users.

< Conducted meetings with management to present research of current network

status and plans for upgrades and future growth i.e. Material list,

equipment list, estimated cost and implementation time-frame. Reported bi-

weekly to management the status of projects, problems and solutions.

Information systems problems were greatly reduced as projects were

completed.

< Utilized IT scrapped parts and equipment to build and repair desktop

PC's. Used a host of internal parts and equipment from scrapped PCs,

resulting in lowering project cost.

< Constructed Local Area Network (LAN), supervised Ethernet cable

installation, assembled RJ-45 jacks and cable connections. Tested all

cables for conductively with tester.

< Designed new websites for both Cannon Industries and Burnett Processing.

Utilized Macromedia software (Dreamweaver, Flash and Fireworks), HTML and

FTP to manage files on hosting server.

< Introduced and implemented electronic forms that gave website visitors a

means of inquiring information, quotes or make product orders. Used Java

Script and HTML to create and direct the e-form via email and generate

submission thank you message to user.

< Help desk support for LAN, WAN, wireless network, PC's and printers.

Assisting with software training, machine failures, system upgrades and

implementations.

< Created information systems procedures, updated current and created new

Visio network drawing topologies of both businesses, documented and

organized all company software.

< Inherited information system which consisted of multiple servers' daisy

chained together with user files shared across servers. This resulted in

redundancy and security issues. Organized department file system,

consolidated files and eliminated outdated machines.

< Recommended and developed a general company code of conduct document to

set expectations of employee information systems usage.

EDUCATION

BS, Information Technology, Rochester Institute of Technology, Rochester,

NY

ADDITIONAL EDUCATION

Monroe Community College, Rochester, NY

Phoenix University On-Line

OTHER PROJECTS

Web Master: http://www.lastyellow.org.uk, http://www.tevproductions.com/,

http://www.diversityitn.com/, http://www.chxprogram.com/,

http://www.richruch.org/, http://bcmfr.com/, http://ignitedanceschool.com/,

http://simplysweet-2011.com/

ACTIVITIES

Charity Volunteer, Young Men Mentor, Automobile Racer

VIEW REFERENCES AND PORTFOLIO

http://www.lastyellow.org.uk/, http://www.lastyellow.org.uk/Portfolio.html

(Under Construction)

Contact this candidate