Engineer Customer Service

Charlotte L. Blackmer

**** ***** ****** * Berkeley, CA 94702 * 510-***-**** *

******************@*****.***

OBJECTIVE

Position in Windows Systems, Messaging, and/or Application Infrastructure

Support or Engineering

PROFESSIONAL CERTIFICATIONS

Microsoft Certified Professional (MCP) #3747877, Server 2003 (MCSE track)

SANS GIAC Security Essentials (GSEC), #3605

SUMMARY OF QUALIFICATIONS

. 15+ years of experience in Level 1-3 LAN/WAN administration and

support for diverse private and public sector organizations,

including regulated environments (FDA, HIPAA, SOX)

. Broad experience with many aspects of 7*24 enterprise-class LAN

and WAN operations, including Windows server support, AD in

multi-forest/multi-site operations, and high-availability

technologies (SAN, load-balancing, clustering, lights-out

technologies)

. Level 1-3 Exchange (5.5 through 2007) support in large midsize

(up to 8000 users) multi-site environments, including support

for Outlook, OWA, BES, ActiveSync, antivirus and antispam,

resource allocation, migrations, and message tracking.

. Experienced in all aspects of infrastructure support for IIS and

other web environments, SQL servers, SAP implementations, lab

environments, and other enterprise/hosted applications.

Experienced planner, deployment engineer, and troubleshooter for

enterprise applications.

. Strong experience with many aspects of computer security,

including "best practices", risk assessment, machine hardening

and patching, security tools, backup and business continuity

plans, and forensics

. Analytical problem-solver, known for instituting and automating processes

that improve work flow and customer service and for maintaining complete

and accurate documentation to facilitate knowledge-sharing and

consistency throughout the organization

. Experienced technical mentor, trainer and documenter, able to communicate

effectively with all levels of technical expertise, across department

lines, and with vendors and other stakeholders

. Skilled in working independently and as part of a team to complete IT

projects and processes within time and budget

TECHNICAL EXPERIENCE AND TRAINING

Server 2000, 2003 (including R2), 2008 installation and administration

IIS (through 7.0), SQL 2000-2007 server and application support

(installation, troubleshooting, scripts, Sharepoint, etc.)

MS Exchange 5.5, 2000, 2003 and 2007 administration experience, including

Outlook/BES

DNS, WINS, DHCP design, administration and troubleshooting

Dell, HP, IBM, and other workstation and server hardware - build, repair,

troubleshoot, contracts

VBScript and PowerShell scripting languages and other task automation

technologies

Networking Level 1 troubleshooting and support (TCP/IP and Cisco

applications)

Microsoft MOM, SCOM, and SNMP monitoring technologies

iLO, SMS, and other lights-out/hands-off administration technologies

VMWare, MS Virtual Server 2005, and Hyper-V virtualized environments

MS Clustering (2000, 2003, 2008), Microsoft and Cisco Load Balancing

Workstation operating systems through Windows XP, Service Pack 3

Veritas Net Backup and Backup Exec, ArcServe

Citrix and other thin-client solutions

MS Services for Mac and Unix, basic knowledge of Mac/*nix environment

Antivirus (Trend, Symantec, McAfee) enterprise administration

IBM Websphere, Apache, ARC GIS, ARC SDE, Xerox Docushare

PROFESSIONAL EXPERIENCE

Dec 2009- Jan 2010 Santa Clara Valley Health & Hospital System (Contract

With ServerLogic and Chouinard & Mhyre), San Jose, CA Exchange

Migration Consultant

. Contracted to implement pilot for Exchange 2003 to 2007

migration in 8000-user environment

. Built and configured Exchange 2007 servers (CAS, Hub, mailbox)

. Configured SAN and NAS disks, clusters, and replication

. Worked with administrators and stakeholders to ensure Outlook

client, BES, ActiveSync, and compliance mail appliance

functionality and compatibility

. Produced installation and configuration documentation (sorely

missing in environment)

. Migrated 300 technical and power users, closely monitoring

their user experience

. Worked closely with in-house technical staff to keep project

moving forward

. Trained in-house Exchange administrators on Server 2008 and

Exchange 2007 tasks

. Produced migration, configuration, and administration

PowerShell scripts

. Provided "check lists" for issues to be aware of and tasks to

be completed during full migration

2008-2009 Ports America Group (Fka Embarcadero Systems Corp), Alameda, CA

Windows System Administrator (Infrastructure Support Group)

. Provided production server support and end-user administration

in high-pressure 7*24 WAN environment - 400+ servers (Dell and

HP) in multiple states. Design, build, security fixes,

monitoring, performance troubleshooting, resource allocation,

backups/restores, and continuity planning

. Exchange, Outlook, and BES support for merged environment (2000+

users, 4 Exchange domains)

. Built and supported load-balanced IIS and clustered SQL 2007

servers; installed applications

. Release engineer and Level 1-2 application troubleshooting for

custom customer-facing (SaaS) applications (Ports operation)

. Assisted in domain consolidation/migration to AD 2008/ Exchange

2007

. Task automation through VBscript/batch files/other scheduled

jobs

. Consolidated machines using virtualization (MS Virtual Server

and Hyper-V) to reduce costs

. Implemented HP SIM technology to push patches/software updates

to servers

. Implemented/configured iLO and Digital KVM to improve access to

remote sites

. Brought workstations into security "best practice" compliance

with WSUS, SMS, & GPOs

. Architected and built proof-of-concept for SCCM 2007

implementation

. Produced documentation to cover gaps in knowledge base

(including inventory)

. Worked with union and development workgroups to improve computer

security

. Worked with Level 1 and 2 staff to increase their knowledge and

improve customer response

. Developed series of "Brown Bag" seminars for end users (file,

mail, and laptop management)

2007-2008 Central Garden and Pet (Contract With Robert Half Inc.), Walnut

Creek, CA

Domain Consolidation Project Specialist (Sr. Windows Administrator)

. Contracted to assist in post-domain consolidation cleanup in

remote business units where former technical staff had recently

departed, working closely with vendors and stakeholders

. Inventoried and documented systems, printers, and applications.

Brought OS (especially DNS) and applications up to "best

practice" configurations and improved SOX compliance

. Consolidated servers to retire out-of-support/inadequate

hardware and lower operations overhead. Reduced inventory from

35 servers to 10 hosted on 7 boxes (VMWare). Retired 3 legacy

domains and removed legacy Exchange installation

. Automated recurring systems administration tasks with

VBScript/WMI/batch jobs

. Re-architected legacy web environment and migrated sites to new

servers/IIS versions

. Worked with SAP support team and SAP to troubleshoot a major

SAPSprint bug (affecting production among all SAP users) and

document the SAP printing process.

. Assisted on systems end with legacy SAP server/domain collapse

and move into company domain

. Used advanced AD administration tools to fix problems in

environment (dead DCs, etc.)

. Implemented Windows 2003 R2 File Replication Services to

facilitate easier backups across sites

. Integrated Mac workstations into corporate network

2000-2006 Alameda County Information Technology Department, Oakland, CA

Data Processing Systems Specialist (LAN Administrator/Senior

Infrastructure Engineer)

. Provided server support and end-user administration for 200+

Windows NT/ 2000/2003 servers in high-availability WAN

environment, including web servers and clustered file, print,

SQL, and Exchange servers, and Dell and IBM SANs

. Built and monitored high-availability IIS, Apache and Websphere

web servers (Internet and intranet-facing), SQL clusters, and

backup systems. Worked with applications staff to research

and implement new application solutions and provided support

with server-related production issues.

. Provided Level 1-3 support for an 8000+ user Exchange

environment, including Outlook issues, security

(antivirus/antispam), disaster recovery, handheld device

support (Blackberry, Treo), resource allocation, and message

tracking.

. Assisted in network migration from NT to Active Directory

2000/2003 and provided advanced AD support in multi-forest AD

environment (1000 direct users, 8000+ with cross-forest trusts)

. Used VBScript/WMI/batch jobs to automate tasks and generate

reports

. Installed Citrix pilot and provided advanced troubleshooting

support to Citrix-using departments

. Analyzed security alerts and configurations to build strong

defenses for virus and worm prevention and conducted forensic

work during (rare) outbreaks. Educated technical and user

communities about security dangers.

. Used Microsoft's Virtual Server 2005, Application Deployment

Services, and Virtual Server Migration Tool to consolidate

underused batch servers into central virtualized environment.

. Mentored helpdesk and desktop support staff to improve levels

of service. Developed and provided operations checklists,

systems documentation, and operational guidelines. Developed

cross-training sessions and provided Level 1-3 documentation.

Managed inventory and contract records.

1991-2000 Chiron Corporation, Emeryville, CA

LAN Administrator, PC Administrator, PC Support Analyst (in reverse

chronology)

(From 1998-2000, position was outsourced to IBM Global Services but

remained at Chiron)

. Performed account management, server builds, resource

allocation, capacity planning, and other tasks in a rapidly-

expanding 60+ server environment in regulated industry

(R&D/Manufacturing). Servers included file, print, domain

controllers, web application, and Citrix. Resolved

connectivity issues with Macintosh and Unix clients. (MS

Services for Mac, NFS)

. Provided training and high-level support for satellite sites in

US, Europe, and Australia

. Completed network migration from Banyan VINES to Windows NT on

accelerated timeline as part of Y2K readiness and ensured Y2K

compliance, including users (~2500), desktops, in-house

applications, and printers.

. Implemented and expanded company's first PC-based LAN and

integrated email system (Banyan VINES). Expanded network to

WAN with branch office installation and assisted in integration

(and devolution) of business units and business partners post

mergers/acquisitions/sales.

. Supported Citrix environment for globally-used clinical trials

(regulatory) application.

. Implemented change management processes and documented

procedures.

. Worked with stakeholders to ensure that regulatory compliance

requirements were met.

. Resolved computer security issues and provided enterprise anti-

virus support.

. Mentored junior staff and provided continuity in fast-expanding

and chaotic environment as "go-to" information person for all

things PC.

. Designed, coordinated, and delivered computer training classes

for both technical and end-user audiences.

. Worked with Mac and Unix specialists to ensure cross-platform

connectivity.

EDUCATION / PUBLICATIONS

B.A., cum laude, English, minor in Mathematics, University of California,

Davis, CA

SANS GIAC Security Essentials, Pleasanton, CA

"Virus Hoaxes to Virus Reality: Social Engineering and Malware

Propagation", SANS GIAC, February 2005

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