IT Administrator
Resume:
Donielle I. Hamilton
***** ******* ****** ******** #* Chesterfield MI, 48047
********.********@*****.***
Objective
A IT Administrator, technical support / call center, customer service professional - with 10 years of experience. If you have identified professional and comprehensive technical support, sensitive customer service, internal team building and end-user training among your goals for this year, my credentials will be of interest.
Skills Summary
Operation Systems
Windows XP – 10, Windows Server 2003 -2012
Hardware Equipment
PC desktops, corporate workstations, tower and rack mount servers, laptops, cellphones and VoIP desk phones.
Technical Support Skills
Customer Support / Technical Support
Server System Backup / Support
Distributed Computing Systems
Departmental Support
Antivirus Security Management
System Troubleshooting
Hardware / Peripheral Repair
Implement Program Changes
Installation / Testing
Inventory / Parts Control
IT Planning / Project Implementation
Program Testing / Analysis
Document Management
System Administrator
Skill Used
1.Provided customer service and technical support for end users.
2.Performed daily backup for corporate servers, verified backups data.
3.Managed system security and software updates for corporate users.
4.Performed field maintenance and repair for offsite systems.
5.Created easy to use documentation for users.
6.Developed extensive experience in distributed computing environments.
7.Assessed user needs and resolved system problems.
8.Maintained in-house equipment/inventory.
9.Set-up and assigned end user accounts within Active Directory.
Professional Experience
January 2014 – Current
Diversified Chemical Technologies, Inc – Highland Park, MI 48203
350 Midland Ave. 313-***-****
IT Administrator
Perform daily system and network monitoring, verifying the integrity and availability of all hardware, server resources, systems
and key processes, reviewing system and application logs, and verifying completion of scheduled jobs.
Perform regular security monitoring applications to identify any possible intrusions and viral outbreaks.
Perform daily backup operations to all key systems, ensuring all required file systems and system data are successfully backed
up to the appropriate media, recovery tapes or disks are created, and media is destroyed and recycled and sent off site as
necessary.
Maintain firewall and network security rules to protect the corporate network from attacks of malicious hackers or viruses internal
and external.
Maintenance and support of network dependent software, LAN/WAN/WIFI services, and internet service throughout all buildings.
Troubleshoot problems with client’s not connecting to Sonicwall VPN
Troubleshoot and resolve hardware, problematic network connections, printer and software issues reported by the users.
Create, maintain, and delete users Active Directory accounts, Microsoft Exchange email accounts and network storage
resources per request.
Repair and recover from hardware or software failures. Coordinate and communicate with impacted constituencies.
Perform ongoing performance tuning, hardware upgrades, and resource optimization as required.
Troubleshoot and resolve the VOIP phone system issues.
Manage corporate cell phones within MDM application.
Conduct technology training and documentation for new users.
Provide operational activities and create support documentation as needed and assigned.
Develop and maintain documentation to recover server operating capability in the event of emergencies through a
disaster recovery with yearly tests.
Vipre Endpoint Antivirus monitor, support, and license maintenance, Windows Update Services (WUS) monitor services,
Virtual Fax server administration and maintenance.
Maintain and Troubleshoot Offsite users by Installation/Upgrade/maintenance of company approved programs and hardware.
Establishes and monitors adherence to facility security controls and procedures in collaboration with site personnel.
Worked in Special Projects for Managers and Directors in a timely matter.
Maintain and monitored on-site server room
After-hour on call Tech Support.
March 2008 – December 2013
Archdiocese of Detroit – Detroit MI 48226
305 Michigan Ave. 313-***-****
System / Network Administrator
Leads, maintains, and accountable for tasks and resources related to network equipment and projects.
Insures that network infrastructure supports projects/objectives within their established time parameters as well as reviewing them for high standards of technical quality.
Participates in interviews with personnel/teams from functional/user areas to learn the purpose of proposed system and information requirements involved in data flow and infrastructure.
Maintenance and support of network dependent software, LAN/WAN services, and internet service.
Provide operational activities and create support documentation as needed and assigned.
Insures the efficient scheduling, preparation, processing, storage, and distribution of data across the network, including but
not limited to the effective use and application of backups.
Insures the implementation of changes to applications and procedures and maintenance to operating manuals and quality documentation regarding the network.
Establishes and monitors adherence to facility security controls and procedures in collaboration with site personnel.
Develops plans to recover operating capability in the event of emergencies.
Antivirus monitor and support, Windows Update Services (WUS) monitor services, Fax server administration and maintenance
Computer image creation, upgrades, and implementation
Maintains adherence to facility security controls and procedures.
Performs duties outlined in the AOD IT Threat Response and Disaster Recovery Procedures.
June 2007 – November 2007
Valassis – Livonia, MI 48152
38905 Six Mile Rd. 734-***-****
Helpdesk for Advo & Valassis
Level 1 Support, Active Directory password reset, Novell password reset
Active Directory account modification for Valassis employees
Troubleshoot clients under Novell Administration with account lockout issues
Created new accounts for company SharePoint website for Valassis & Advo
Created new accounts, for both Advo & Valassis, within Active Directory and Novell Administration
Worked with both Client’s & VIP’s troubleshooting problems that occurred on the phone and in email queue
Worked with Client’s with company hardware setup at home
Worked with Client’s & VIP’s with basic network setup for wireless
Troubleshoot Problems with client’s not connecting to VPN
Troubleshoot common problems under Oracle, Novell, Microsoft Office, Internet Explorer, Installation of company
printer’s & software.
Remote Desktop support for both Advo & Valassis
Remote Desktop Installation/Upgrade of company approved programs
Worked in Special Projects for Managers and Supervisors in a timely matter
Worked on script’s and How-To Documents for Helpdesk agents
After-hour on call Tech Support
October 2006 – February 2007
Audatex – Ann Arbor, MI 48106
880 Technology Drive, Suite A 866-***-****
Helpdesk for Audatex
Level 1 Support for insurance company’s & insurance repair shops with workflow, estimating, and claims processing,
within all Audatex applications.
Help new client’s on how to do basic setup within the program.
Walked Insurance repair shops on how to find parts within the program.
Troubleshoot server and computer problems when the program did not work or connect to the internet.
Troubleshoot problems with clients in fixing downtimes, database problems, application issues, and hardware outages.
Maintained continuous contact with clients until all issued were resolved, while documenting all calls for client reporting
and research.
Escalated Information to Level 2/Development team if the problem could not be resolved and contact with the client of
their problem with a status update.
April 2006 – October 2006
Techteam Global - Southfield, MI 48034
27335 West 11 Mile RD 248-***-****
Helpdesk for Sears & Kmart Retail
Level 1 & 2 Support, for both Kmart & Sears
Password Reset for Active Directory both company’s
Setup computer and server repairs when hardware was damaged of defective
Tivoli into computers to help customers with advanced problems, Used Host on Demand for Kmart
Helped clients with reimaging down and unresponsive pcs within Kmart
Troubleshoot client’s problems on issues with Outlook Web Access and ensured that it working and be accessed
Special SKIT Team (Full EOD problems, Server Problems, Server Repairs, Register Repairs & Troubleshoot), Tape backup fixes and repairs
Assist IBM Tech’s with server hardware replacements and server shut down for hardware swap
Monitored Kmart server’s conditions in the company’s computer room within SKIT
Minor End of day fixes (making sure store ran EOD, EOD ran completely, no errors was detected while sending EOD
to corporate)
Major End of day troubleshooting, when error came up for EOD took the alert off of the server, troubleshoot the error, then notify the manager of the store that it was fixed before the store knew about it, walked client thought EOD process to resend to corporate when EOD had trouble sending
Walked clients through a store outage procedure when it occurred
Temporary helpdesk resource
Order Services for PC, Servers, Registers & Register Accessories and notified client’s when service will be up
Troubleshoot common registers problems within Sears and Kmart register lockups, register OS reload, register losing connection to network, register would not boot
Troubleshoot register attachments scanners not connecting, defect scanners, keyboard and monitor replacement & setup, component conflict
Troubleshoot common server problems, registers losing connection to network, main & backup server losing connection to network, unexpected server reboots)
Troubleshoot network drops for registers
Was trained for HIPPA to take calls from Kmart pharmacists
Work with Windows NT, XP, Unix, Linux, OS/2 Warp, Novell, Used AS 400 for Sears
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