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Technical Support Active Directory

Denton, Texas, United States
January 28, 2018

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Andy Morehouse

IT System Administrator

Shady Shores, TX (Denton County)


Experienced System Administrator on Windows, UNIX, and VMware platforms. Extensive background in technical support, troubleshooting, and enterprise data center operations.

Skills & Core Competencies

Windows Server 2003/2008/2012 Administration

Active Directory Management

VMware/ESXi Administration

UNIX Administration

Citrix XenApp Administration

High Availability / Clustering / DR

Anti-virus / Threat Protection Administration

Help-desk and Operations Staff Mentoring

24/7 on-call support

Strong & logical troubleshooting skills

Server patching and provisioning

Configuration Management

Networking Configuration (TCP/IP, DNS)

Backup and Recovery

Storage Management

Enterprise Datacenter Operations

Hardware & Cabling installation/management (HP, Dell, Cisco)

End-user Technical Support (Level 2&3)

Software documentation

Trouble ticket management (HEAT, ITSM)

Automated Monitoring / Alerting Admin

Shell Scripting (Perl, Tcl, ksh, csh, bash)

Gallup Strengths (Deliberative, Analytical, Intellection, Achiever, Responsibility)

Skilled communicator with contributors at all levels of the enterprise

Highly responsible and conscientious

Cooperative and respectful team player in project situations



Independent Contractor Family Caretaker, Denton, Tx

Set up PC's for residents at assisted living facility.

Contract work providing technical assistance to corporate moving companies.

Clean up and upgrade of PC's to Win8 and Win10

Installed virus protection software and establish schedule for daily signature updates and scans.

Ported of files and email from old to new PC's

Attended to the daily needs of my aging parents

Attended continuing-education courses to maintain and enhance my technical skills


System Administrator / Children’s Medical Center, Dallas, TX

Performed provisioning, upgrading, and patching of physical and virtual servers utilizing Tivoli Endpoint Manager (IBM BigFix). This included coordination of downtime and verification testing with affected departments and end-users.

Administered threat protection software and policies. This included mass conversion of 1000+ servers from McAfee’s ePolicy Orchestrator to Symantec’s Endpoint Protection.

Implemented automated monitoring of systems, storage, and network resources utilizing Solarwinds and HP SiteScope tools.

Continuously monitored and responded to insure maximum up-time, performance, and health of all infrastructure resources.

Troubleshot and resolved 1000’s of level 2 & 3 technical issues. This frequently involved communication and close coordination with non-technical end-users, help desk, operations, desktop support, project management, outside vendor, and executive level personnel. Utilized ticket management application including HEAT and ITSM to track issues and manage service levels.

Published knowledgebase articles and procedures, as required. Mentored operations and help-desk personnel on these articles in order to streamline responses to critical production procedures and issues.

Routinely performed 24/7 on call rotations, and frequently worked non-prime hours to minimize disruptions to IT resources and production operations.

Managed, analyzed, resolved issues with Active Directory OU’s, groups, shares, users, computers, printers, group and local policies.

Migrated 100’s of physical servers to VMware virtual machines

Monitored and managed local and networked storage resources; LUNs, enterprise shares, virtual datastores, local drives, etc.

Participated in the planning, transition, and support of new primary and disaster recovery datacenters.


Technical Support Analyst / Children’s Medical Center, Dallas, TX

Troubleshot and resolved 1000’s of level 2 & 3 technical issues.

Implemented and proactively monitored health and utilization of system, storage, and network resources utilizing Solarwinds and HP SiteScope monitoring tools.

Fulfilled snapshot, backup, and restore requests for end-users. (VMware, Netbackup)

Trained and mentored operations and help-desk personnel.


Data Interface Analyst / Children’s Medical Center, Dallas, TX

Supported legacy data interfaces between administration, financial, and clinical applications.

Migrated legacy data interfaces to the eGate interface engine.

Development of new interfaces for the eGate interface engine.

Java coding


System & Network Administrator / Southwest Airlines, Dallas, TX

OS and hardware provisioning of servers (Sun Solaris), routers, switches, and firewall appliances supporting.

Racking, stacking, and cabling of datacenter equipment.

MARCH 1999 – MARCH 2001

Data Interface Analyst / Cook Children’s Medical Center, Fort Worth, TX

Interface development and support between patient administration and clinical applications.

Network and system administration of IBM AIX servers supporting the Cloverleaf interface engine.


Integration Engineer / (now Infor), Dallas, TX

Network and system administration of IBM AIX servers supporting the Cloverleaf interface engine.

Performed remote and on-site implementation and support of interfaces supporting customer’s healthcare applications.

Performed extensive coding (C, shell scripting, Tcl, and PERL) to implement complex data interchange solutions.

Developed and taught System Administration courses comprising both Cloverleaf and AIX subject matters.

Traveled extensively to client sites both nationally and internationally for the purpose of installing new products, implementing custom interfaces, and providing on-site certification training.

Education / Training / Certifications

Install Windows Server 2012, Dallas County Community College, 2016

Intro VMware VSphere 5.5, Dallas County Community College, 2015

Intro EMC ISM and NetApp, Dallas County Community College, 2014

McAfee VirusScan and ePolicy Orchestrator, McAfee, 2010

Managing Active Directory Accounts, ExecuTrain, 2005

Certified AIX 5.1L Systems Administrator, IBM, 2004

Intro to Java Programming, Sun Microsystems, 2004

Object-Oriented Design / C++ Programming, Tarrant County College, 2001

Certified Cloverleaf Integration Engineer, 1993

C/Advanced-C Programming, Dallas County Community College, 1993

Certification of Computer Programming and Technology, Computer Learning Center, Fairfax, VA


Bible study, Flying, Aircraft building and repair, Internet and social media, politics, Volunteer assistance to the elderly, DIY homebuilding and repair, Investing

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