IT
Resume:
Terry Lucas
Pearland, TX
SUMMARY
MCSA and MCSE with 13 years of extensive experience in the Information Technology field, specifically
focused on Software and Hardware Implementation, Testing and Application support in a Windows server 2012, Windows XP and Exchange 2010 environment. I consider myself a Team player as well as Individual contributor who has a desire for learning new things. I have demonstrated the ability to work efficiently and productively with minimal supervision. Some strengths include excellent Analytical skills as well as Problem solving skills with an extremely high satisfaction rate. Received recognition award several times for assisting project managers with new services used by the company.
PROFESSIONAL EXPERIENCE
Kellogg Brown & Root, Inc., Houston, TX
IT Systems Administrator (06/2005 – 07/2016)
Monitor incident alerts from monitoring systems, such as SCOM (Systems Center Operations Manager), Solar Winds Orion and others.
Take calls from regional Service Delivery Center (SDC) IT personnel regarding existing or potential incidents.
Resolve incidents, where possible, according to incident response procedures.
Raise incident tickets for all incidents resolved as well as those reassigned to an SDC or 3rd-level support.
Handle global incidents via the Global Incident Management Process.
Route non-global incidents to the appropriate support group or SDC Incident Management team.
Engage with 3rd-party suppliers, such as telecommunications vendors and computer hardware suppliers, as needed during incident management process.
Ensure that the incident communications plan is followed to keep all interested parties apprised of incident status and resolution.
Manage and support the monitoring tools, such as SCOM (Systems Center Operations Manager), Solar Winds Orion and the associated management databases, such as SharePoint 2013.
Work with the Service Delivery Centers to maintain contact and support escalation lists.
Produce incident logs and reports as required.
Shell Oil Co. – Houston, TX 1997 - 2004
Network Security Analyst (12/2001 - 06/2004)
Provide administration of user accounts (adds, deletes, moves, and changes, etc.) and user access to various network resources (project folders, public folder, distribution lists, etc.) primarily in Windows NT, Windows 2000 and Exchange 2000/ 5.5 as well as MS Outlook 2000 environments. This provided support for all Shell users in all environments.
Migrated users data and e-mail from one Domain to another.
Served as the “Focal Point” for Smart Card Administration, MyBill Service, and Compute Server Access, which not only provided a first level of contact for users throughout Shell, but also assisted Project Managers with the roll out of these services.
IT HelpDesk Analyst (02/1997 - 12/2001)
Provided local and Phone technical support for Shell employees with an emphasis on resolving issues in a timely manner. This resulted in minimal down time for the employees.
Provided input for documentation to be used for training of new Helpdesk personnel. This helped to provide accurate data to be used.
Assisted users with Network as well as local printer issues.
Provided password resets for users trying to log onto the Network as well as SAP, RAS, Citrix, etc.
Maintained a High resolution rate for technical issues, which saved lots of users time and money.
Kellogg Brown & Root, Inc. – Houston, TX
Desktop Technician (03/1995 - 02/1997)
Provided Network support as well as Desktop configuration for employees using Novell Netware 4.2 at various company locations.
Responsible for configuring and loading engineering software to be used for Drafting, which resulted in successfully completion of projects in a timely manner.
Provided On-Site repairs, upgrades, and backups
Built PC’s using new parts to fit customers’ needs.
Assisted with the setup and configuration of drafting equipment, which was to be used for projects. This resulted in projects to be completed on time without technical problems.
EDUCATION AND TRAINING
BS Electronics Engineering – Grambling State University, Grambling, La – 1993
MCP (Microsoft Certified Professional)
MCSA (Microsoft Certified Systems Administrator)
MCSE (Microsoft Certified Systems Engineer)
ASNT Level II VT Certification
TECHNICAL SKILLS
Microsoft Office 2010
Cisco WebEX
Active Directory
Skype
Microsoft Systems Center 2012 R2 (Orchestrator SCOM)
VPN / Citrix Winframe
Microsoft Exchange 2003 / 2007 / 2010 Server Microsoft Windows 7/XP/2003/2010
Solar Winds Orion Microsoft Windows Server 2012
Linux OS
SharePoint 2013 IBM Tivoli
SAP R3
SQL Server Manager
Incident / Problem Management
Change Management Engineering Support / Analytical Skills
ITIL v3
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