JOSEPH W. REED

*** ****** ***** ***** *********, NC 27312 919-***-**** ac1qyh@r.postjobfree.com

SUMMARY OF QUALIFICATIONS

+ Extensive technical troubleshooting experience within a diverse array of environments and systems

+ Recipient of multiple awards and promotions for providing outstanding technical support, from manufacturing floors to executive suites

+ Mentor for junior systems administrators in technical knowledge and best practices for support

+ Outstanding communications skills for both technical and non-technical audiences RECENT EMPLOYMENT HISTORY

Project Manager, Hilltop Music Lounge (Renovation) 3/2017 Present Private Owners Pittsboro, NC

+ Managing project to completely renovate and re-fit a commercial property that has been vacant for 30 years

+ Coordinating all permit activity

+ Working with various sub-contractors to obtain quotes, create workplan, etc. Applications Systems Analyst, Acumen Physician Solutions (Contract) 1/2017 4/2017 The Select Group Raleigh NC

+ Positioned with Acumen Physician Solutions as part of a team of contractors providing operational support to existing web-based SaaS product while existing teams began integration with Epic Software.

+ Supported 4 discrete non-production environments as well as production servers

+ Provided on-call and after-hours Systems Administration support during and maintenance windows

+ Led decommissioning project to remove a deprecated domain and migrate 200 users, including migrating accounts, file shares, and VMs.

+ Researched, sourced, and configured new Synology 12TB RAID-6 NAS to replace smaller outdated unit for which there was no recorded administrator password. Deployment Engineer, Hewlett-Packard Enterprise (Contract) 9/2016 1/2017 Apex Systems, Inc. Raleigh NC

+ Assigned to Hewlett Packard Enterprise Security Solutions (US Public Sector) to deploy the HPE solution into multiple Federal Agencies for Department of Homeland Security’s CDM project.

+ Quickly learned to install and configure multiple tools, including HP uCMDB, McAfee ePO, Tenable Security Center, and JBoss FUSE.

+ Completed tool deployments in new modelling lab, enabling offline troubleshooting of operational agency deployments, and assisted with solution deployment to HUD Office of Inspector General.

+ Reviewed and submitted RFC’s (Requests for Change) for official project deliverable documentation. Senior Technical Support Analyst and Team Lead 7/2015 9/2016 IXL Learning, Inc. Raleigh NC

+ Provided technical application support for 5 million members globally via phone and e-mail.

+ Managed and prioritized incoming support requests and provided account management support.

+ Rapidly learned 3 different products in order to provide comprehensive support.

+ Promoted to Senior TSA and Team Lead after 5 months, supervising 6 junior TSAs.

+ Responsible for leading and guiding the work of staff, budgeting, meeting SLA targets, managing workloads, reporting to senior management, ensuring a high degree of customer satisfaction, and serving as a liaison between customers and internal engineering teams.

JOSEPH W. REED PAGE TWO

Systems Administrator II/III (Windows) 9/2009 12/2014 RTI International Research Triangle Park NC

+ Performed systems administration for Windows Server 2000, 2008, and 2012

+ Supported two corporate datacenters hosting internal and external data, websites and databases

+ Created project website and database shells for developers as well provided ongoing support

+ Provided support services for developers of .NET2/3.5/4 and ColdFusion 7/8/10 websites in IIS6 and IIS7

+ Provided basic DBA services for MSSQL Server 2000 2008 databases

+ Received 4 “SPOT” Awards for excellence

+ Promoted in May 2013 for outstanding work above and beyond operational support Computer Support Specialist I/II 10/2006 09/2009 RTI International Research Triangle Park NC

+ Member of Service Delivery team providing on-site and remote hardware and software support for end-user computers, printers, and handhelds, in a medium-sized enterprise environment (4,000 users)

+ Started as 30-day contractor, hired after 7 months and promoted after 2 years

+ Designed and taught training courses for specific groups of users, reducing calls to the Help Desk

+ Wrote extensive end-user documentation as well as knowledgebase articles for peer use

+ Served as the exclusive technical contact for the Executive Leadership team for 2 years

+ Received 9 “SPOT” Awards and an Annual Award for exemplary customer service skills Computer/Network Support Technician 9/2005 7/2006 Pomeroy IT Solutions Raleigh NC

+ Contracted for one school year to provide on-site desktop/laptop end-user support for two high schools in the Wake County Public School System. Performed diagnostics, networking support (Windows and Novell), coordinated network printer setup and support, hardware replacement, rollouts, imaging of PCs, lab maintenance, etc.

+ Managed and prioritized calls via HEAT ticketing system and met all SLAs.

+ Created new, more efficient process for imaging lab systems, saving time and lowering demand on infrastructure.

+ Commended by primary technical contact as "the best technician we've ever had.” Owner 1991 1998, 10/2003 9/2005

Zen ComputerWorks Cullowhee, Asheville, and Pittsboro NC

+ Founded part-time consulting business specializing in assisting small business and home computer users with purchasing, hardware and software installations, and diverse support.

+ Developed in late 2003 into full-time comprehensive service, offering network installation/support, website/graphic design, process documentation, printed media layout, and maintenance contracts.

+ Awarded 4-year contract to completely overhaul and then manage a 700-page magazine website, requiring the hiring and coordination of additional technical resources, meeting project budgets and timelines, and understanding customer requirements to recommend and implement solutions.

+ Certified as an authorized warranty service provider for GE Services and Compaq Computers. JOSEPH W. REED PAGE THREE

Tier 3 Systems Administrator 10/2000 10/2003

IBM Global Services e-Business Webhosting Research Triangle Park NC

+ Worked directly with global customers and internal teams to coordinate all technical activities related to server management, including user accounts, security tests and configuration, custom software configuration, server backups, disaster recovery planning and documentation, server validation, and meeting 24 x 7 x 365 15-minute response requirement.

+ Wrote extensive account-related process documentation for Level 1 and 2 support teams and to satisfy internal QA and ISO 9002 requirements.

+ Coordinated rollouts of servers and initiated projects to create new solutions for existing systems

+ Created scripts for Tivoli team to automate Windows 2000 server monitoring. Pre-Sales Consulting Engineer

ION Networks, Inc. Cary NC

3/2000 8/2000

+ Primary Pre-Sales Engineer for southeast (8 states), supporting regional salespeople and three national account managers.

+ Developed and delivered presentations to technical audiences, composed needs analysis and requirements definitions for customers, and performed product demonstrations to technical and non-technical audiences.

+ Assisted Product Engineering teams on prototyping and documenting custom solutions.

+ Managed product marketing road shows and provided technical management and support for national and regional trade shows.

+ Served as Technical Lead until company was purchased and team operations moved to New Jersey. EDUCATION

Western Carolina University Cullowhee, NC

Major: Music Education

Additional Studies: Communications, Psychology

TECHNICAL CONTINUING EDUCATION:

Cerient:

Introduction to Linux (Ubuntu/Kubuntu/Suse)

IBM:

Technical Systems Architecture

Lotus Notes

Installing and Configuring WebSphere

Administering IBM HTTP Server

Installing and Configuring ColdFusion 9

Niche Networks:

Installation and Configuration of Cisco Routers

Microsoft:

Installing and Configuring Windows Server 2000

Installing and Configuring Windows Server 2003

Installing and Configuring Windows Server 2008

Configuring, Managing, and Maintaining Windows Server 2008 R2 Automating Administration with Windows PowerShell 2.0 Configuring and Troubleshooting IIS Services in Windows Server 2008 Maintaining a Microsoft SQL Server 2008 R2 Database TARUU:

ITIL v.3.0 Foundations (certified)

1985 -1989

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