PERSONAL DETAILS

Sacramento, CA

916-***-****

ac4wy1@r.postjobfree.com

CERTIFICATIONS

Novell Networking & Administration

Microsoft Certified IT Professional

Active Directory

Lotus Notes

Project Management Professional

Microsoft Office Specialist

Network+/A+

Front Range HEAT Administration

CompTIA Network

MANAGEMENT SKILLS

Time Management

Budget Management

Scheduling & Planning

Team Building

Training, Coaching, Mentoring

Leadership & Motivation

PROJECT MANAGEMENT SKILLS

Needs Analysis/Design Study

Critical Path Analysis

Earned Value Management

Creating Project Objectives

Building Project Requirements

Work Breakdown Structures

Timeline & Budget Management

Change Management

Procurement/Contract

Communications Management

Agile

Uma Ram

Senior IT Operations/Support

PROFESSIONAL PROFILE

Accomplished professional with extensive experience in IT end user support. Engineers effective solutions and manages multiple projects simultaneously. Responsible for day-to-day IT management including service desk management, incident management and people management.Diplomatic and tactful, building effective relationships with persons at all levels. Strong leadership presence.

PROFESSIONAL NARRATIVE

Xerox, Sacramento, CA (Contract) Nov 2016 – Dec 2017

Sr Systems Admin

Provide systems analysis, project scope and business solutions

Analyze IT systems, recommended, procured, standardized, and deploy systems, servers, workstations, printers and mobile devices

Administer Windows server, systems, update, backup, and implemented & enforced policies and procedures

Managed staff in remote area, provide guidance and leadership

Provide management, leadership and mentorship

Ensure all user issues are addressed effectively with the highest degree of customer service

Philips, Rancho Cordova, CA (Temp Assignment) Sep 2016-Nov 2016

Configure laptops and desktop

Research, diagnose, troubleshoot and identify solutions to resolve customer issues

Provide prompt and accurate feedback to customers

Resolve customer concerns raised during installation, operation maintenance or product

State of California, DOT – Sacramento, CA Nov 1983 to Oct 2015

Staff Info Systems Analyst Supervisor / Manager Aug 2013 – Oct 2015

Change Management, & Telecom

20% Supervised, 10% Desktop Support, 20% System Administration,

50% Projects/Procurement

Provided oversight for Service Desk, Change Management and Telecommunications Offices

Procured and approved CA State Procurement and Contracts

Managed standardization of hardware, software and deployment to clients

Provided recommendations and guidance on overall IT strategy for the customer

Staff Info Systems Analyst Supervisor > Promotion Jan 2008 – Aug 2014

Caltrans Statewide Service Desk, Manager

20% Supervised, 35% Desktop Support, 25% System Administration,

20% Projects/Procurement Administered Identity Management Systems and HEAT Serve

Recommend service improvement with IT management on network security and compliance (HIPAA, FDA, PCI-DSS, SoX).

Updated management leaders on any issues for clients

Collaborate with customer IT resources on internal applications and application management

TECHNICAL SKILLS

24x7 IT Support

Troubleshooting/Problem Solving

ITIL Foundation

End to End Solutions

Plotter/Printer/Scanner

End User Face to Face Support Remote Console/phone Support

Hardware/Software Deployment

Apple/MAC/iPads/Android Support

Crystal Reports/Pivot Table/Access

MS Office/ 365

Adobe Products

ESRI GIS

Wireless Connectivity

SERVERS/SYSTEMS SKILLS

Update/Restore/Backup

Group Policy/User Account Mgt

Database

VM Ware

Outlook

Novell LDAP, Zen

Windows Active Directory

VPN

SQL

SharePoint

Tomcat

HEAT

Mobile Device Management

VOIP/WebEx/Mobile Devices

Windows 200/XP/7/8/10

Apple/Macintosh

Blackberry/Android/iPhone

Ensure that all user issues are addressed effectively with the highest degree of customer service

Ensure that all user issues are addressed effectively with the highest degree of customer service

Staff Info Systems Analyst Supervisor > Promotion Jan 1998- Dec 2007

Transportation Planning and Model Program & Traffic Ops

System/Network Systems Administrator

30% Supervised, 15% Desktop Support, 20% Web Administrator, 20% System Administration, 10% Projects/Procurement

Provided supervision to second-level technical staff and consultants

Analyzed/upgraded virtual hardware and software systems

Procured $15 million in trending technologies for programs and district offices

Approved IT procurement purchases and contract for services

Manage and maintain proper documentation for IT services

Developed project plans, statements of work, and reports

Developed and maintained Program IT policies and procedures

Provided Web Administration, Modify, Update, Create, Train

Managed large-scale systems, network and software deployment projects

Performed needs analyses, system design, testing, maintenance, upgraded systems

Coordinated and provided technical support for ESRI, GIS applications

Provided metrics on support service level agreements

Developed and maintained Contingency Plans

Provided Dept Level 3 support on Adobe Products

Provided technical support and generated maps for Caltrans’ Emergency Operation Team

Developed unit budget, projected unit expenditures and tracked unit expenses Administered system: Front Range, Microsoft Active Directory Domain Services, Mobile Device Management and SharePoint servers

Managed, maintained, updated and deployed application images fo

Project Management Certification

CALIFORNIA STATE UNIVERSITY – Sacramento, CA

Bachelor’s in Business Administration

Communicated and provided status on service desk end user’s issues to management and provided recommendation to resolution

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