Manager Customer Service

Program Manager/Senior Systems Administrator

Professional Summary

An experienced senior systems manager and integrator with hands-on project management, computer systems administration skills and customer support experience. Liaison among corporate departments and managers, acting as sole point of contact to integrate managed technology environment. Administer computing infrastructure including equipment and software, and maintain related documentation. Experience building MS Server 2003/2008R2/2012R2 from scratch, domain implementation, precise documentation and detailed support. An established “techie” that includes Audio, Video and Presentation equipment, teleconference hardware and web meetings configuration, VOIP phone systems install/configuration experience and networked security camera design. Effective supervisory skills with ability to lead team and junior personnel to provide exceptional IT customer service. Outstanding analytic and problem-solving skills. Excellent verbal communication skills with ability to translate technology-related terminology to diverse groups of technical and non-technical users.

Professional Experience and Accomplishments

Soft-Con Enterprises, Inc. May 2002 – Present

Sr. Systems Administrator

Manage all technical aspects of corporate infrastructure and implement technology that optimizes business needs with proactive support that ensures all systems are always up and running.

Systems support of a multi-dimensional environment that includes Windows 2003/2008R2 and 2012R2 server, Windows 7/10, Exchange server 2010/2013, SharePoint 2010, etc.

Active Directory management including Group Policies, FISMA roles, Forest and Domain management.

Performing duties as Office 365 global administrator for corporate and commercial clients. Responsible for hands on rollout of Office 365. Manages all duties to include Exchange 365 administrator (manage mailboxes using the Exchange admin center (EAC)).

Microsoft Exchange messaging administration experience configuring and troubleshooting email transport related technologies (DNS, SMTP, RPC, POP3, etc.). Expertise in handling mail routing and mail-flow related issues.

Performed Exchange 2003 to 2010 migration while adhering to Microsoft’s best practices.

Install new / rebuild existing servers and configure hardware, peripherals, services, settings, directories, storage, etc. in accordance with standards and project/operational requirements.

Working experience of TCP/IP networking concepts including Advanced DNS management of DNS records (A, MX, CNAME, TXT and SRV Records);

Implements and administers common TCP/IP-based services, including DNS, DHCP, etc. and implement advanced hardening steps

Provides networking principals and knowledge of Layer 2 switching.

Install/design Wi-Fi networks using Ubiquiti and EnGenius APs, encryption protocol, and security settings. Ensure network connectivity and device configurations throughout the wireless network.

Develop and maintain installation and configuration procedures.

Manages 365 and on-premise SharePoint sites and site settings, group/individual permissions, etc.

WordPress development, including theme, plugin, and widget development, as well as Admin UI

Perform daily system monitoring, verifying the integrity and availability of all hardware, server resources and systems, reviewing system and application logs, and verifying completion of scheduled jobs.

Perform daily backup operations, ensuring all required file systems and system data are successfully backed up to the appropriate media, recovery tapes or cloud storage.

Virus protection software evaluation/install/configuration. (Trend Micro, Symantec, Defender, etc.)

Studies vendor products to determine those which best meet user needs and presents information to management for acquisition approval.

Test, evaluate, and recommend new technologies. Develop procedures and guidelines for configuring, installing, and implementing the new technologies into the current production environment. Establish and draft system specifications that meet customized architectural and technical needs.

Produce and maintain documentation covering the design, implementation, installation and maintenance of a range of computer network components and systems which comprise the LAN infrastructure.

Ensures that security policies/procedures are implemented and the network is secured from any internal or external security threats and incidents.

Maintains server certificate authority registration and configuration.

Leads technical support and architect for all data and telecom infrastructure solutions.

Understands functionality and capability of a core set of telecom infrastructure tools.

Experience with teleconferencing setup and configuration using Skype for Business and Zoom.

Remains current on technology products and industry trends.

Task Program Manager

Program Manager of company’s division dedicated to infrastructure cabling. Oversee the recruitment process of key employees and the selection of technical consultants to deliver network cabling services, which adheres to BICSI and EIA/TIA standards. Defined the resources required for completion of each project and allocated resources accordingly. Directs oversight of the installation, test and certification of the structured cabling installations to support requirements on a firm- fixed price (FFP) basis. Participates in weekly contractor meeting to provide detailed status.

Science Applications International Corporation (SAIC) July 1999 - May 2002

Senior Systems Administrator (Task Leader)

Served as a project lead member responsible for maintaining the internal computing infrastructure of the corporate network. This included the maintenance, installation, configuration and problem resolution in a distributed systems environment using Windows 2000/NT server and workstation, Novell Netware, Sun Solaris, Linux server with Apache, Microsoft System Management Server (SMS), Terminal Server, Microsoft WINS and DHCP services, network protocols (TCP/IP, IPX, NetBEUI), Compaq and Dell server hardware, RAID configurations (Dell PowerEdge RAID Controller (PERC) and Compaq Insight Manager).

Developed and assessed design alternatives, recommended solutions and developed product specifications.

Interface between Network Operations, and the NCC to provide quality service.

Used HP OpenView and similar network monitoring tools to manage and troubleshoot network.

Provided installation and support of System Management Server (SMS), package/job creation and software deployment (push).

Installed backup software and administered Seagate Backup Exec (NT) and Computer Associates’ Arc Serve (Windows NT and Novell).

Web hosting support of Oracle Application Server (version 8.0.5), i.e. web server configuration, SSL registration, installation and configuration. Database export and backup, etc.

QSS Group, Incorporated, U.S. Department of Housing and Urban Development, Real Estate Assessment Center (REAC) October 1996 - July 1999

Project Manager

Manager of HUD’s REAC Help Desk supervising 26 subordinates.

Responsible for all aspects of project performance (i.e., technical, contractual, SOW, SLA, administrative, and financial). Coordinated activities and sought resolution of technical problems while maintaining hands-on instruction and training of personnel. Organized and assigned responsibility to subordinates and oversaw the successful completion of all assigned tasks. Provided support to all program personnel.

Provided personnel performance evaluation, determined individual goals and assisted in career development.

Provided technical direction, staffing and training for help desk functions that support HUD business areas.

QSS Group, Incorporated, NASA / Goddard Space Flight Center, Greenbelt, Maryland

Senior Network Communications Specialist

LAN administration, installation, design, upgrade in a Windows NT 4.0/3.51, enterprise environment for a user base of 800. Master domain model implementation, development and design. Server consolidation, planning, rebuilding, version upgrades, security patches, etc.

Managed asset management tool application, SMS, with SQL backend database server.

Utilized drive imaging software (i.e. GHOST (5.1c), Power Quest Drive Image 1.1).

Network capacity planning.

Server backup software configuration (CA ArcServe and Backup Exec; ADSM exposure)

UNIX administration (created user accounts, reset user password, etc.) on HP/UX platform.

Computer system architecture design (hardware specifications and requirements).

Network protocols (TCP/P, NetBEUI), WINS, DNS, DHCP server configuration.

Integrated, deployed and tested commercial off the shelf software (COTS).

Provided software support, i.e. Windows 95/98/NT, the complete Microsoft Office Suite, etc.

Print server administration and support (TCP/IP printing).

CERTIFICATIONS

Certified Scrum Master

COMPTIA Security+ Certification (pursuing)

COMPTIA Network+ Certification (pursuing)

EDUCATION

BS-Electronics Technology – NC Agricultural and Technical State University

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