K. TUNSON-BALLARD

770-***-****

ac8096@r.postjobfree.com

To obtain a Systems Admin position in the Information Technology field that utilizes my technical, analytical, and problem-solving skills.

SKILLS

● Windows 7, 8, 10

● Microsoft Exchange and Office 365

● Office 365 deployment and migration of 1000+ users

● Sharepoint

● Windows Server 2008/2012

● Powershell scripting in Exchange

● Active Directory

● Troubleshooting LAN issues

● Microsoft Azure for AD

● Troubleshooting devices, applications, and software.

● SCCM

● Connectwise

EXPERIENCE

NOV 2018-JAN 2019

Systems Engineer II, Interdev

-Support relating to issues with the internal systems and network infrastructure.

-Support services for Microsoft related technologies: Windows Server, Exchange, SharePoint, etc.

-Uses Active Directory for user account configuration, setting up domains, organizational units, assigning groups, etc.

-Support services for virtualization technologies: VMware, Citrix, etc

-Deploy O365 And assist users in setup and troubleshooting issues.

-Hands on Support for desktops, laptops, mobile devices, printers, and computer peripherals.

-Administer hosted and cloud solutions for customers using technologies that meet their requirements.

-Support disaster recovery solutions.

-Uses connectwise automate to remotely connect to PCs, deploy software packages, patches, and updates.

-Uses connectwise to create, update, and close tickets as well as document processes.

-Remote access solution support: VPN, Terminal Services, and Citrix.

-Provide user friendly procedures for common issues to users.

-Document maintenance for all computer systems and network issues.

-Give excellent customer service and communicate with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages. Feb 2018 – November 2018

SYSTEMS ADMIN, 5Q PARTNERS (CONTRACT)

-Provide technical assistance and support for incoming queries and issues related to Windows Operating Systems and Mac OS, mobile devices, software, and hardware.

-Document technical processes and procedures in knowledgebase IT Glue.

-Uses Autotask to create and update tickets as well as maintain daily operational SLA performance for individuals and team.

-Troubleshoot LAN/WAN and TCP/IP issues.

-Manage/Troubleshoot SharePoint issues and escalate as needed.

- Participate in deployments and migrations for O365 while documenting and troubleshooting issues.

-Uses Azure Active Directory to manage client users and groups in cloud.

-Uses ConnectWise to assist customers through problem-solving processes remotely.

-Install, modify, and repair client connectivity including: hardware, software and applications on Windows 7, 10, and Mac devices.

-Troubleshoot VPN operational and connectivity issues.

-Track, trend, and report on service degradations that repeat in nature.

-Monitor and troubleshoot network and servers for 5Q clients.

-Assists with desktop and laptop imaging and installations on Windows 7, 10, and Mac devices.

-Uses Webroot to monitor, secure, and track security issues on devices.

-Assists in the operations of enterprise systems as needed

-Create and update user accounts as needed using Active Directory.

-Work on-call shifts documenting and troubleshooting issues as needed.

-Experience working in ITIL structured company and adding ideas and value. July 2017 – Feb 2018

SYSTEMS ADMIN, KOCH BUSINESS SOLUTIONS (CONTRACT)

-Managed service provider supporting Georgia pacific for all IT Issues.

-Supports Windows 7, 10, and Mac operating systems.

-Assist users with application, software, and networking issues.

-Improves processes and challenges in day to day operational tasks by communicating with clients and documenting new procedures.

-Create, update, assign, and escalate tickets using Service now.

-Update user accounts, passwords, and groups using Active Directory.

-Uses SCCM to deploy software packages, patches, and manage devices.

-Create, use, and ensure proper processes are documented for efficient workstation support.

-Uses Cyberark to protect and monitor computers.

-Handle escalated unresolved issues and document processes.

-Building, deploying, and troubleshooting workstation issues. MAY 2016 – June 2017

TECH III SUPPORT SPECIALIST, FULTON COUNTY SCHOOLS

-Provides enterprise level infrastructure support in both server and workstation operating systems: to include but not limited to VMware 5.x, Windows Server 2012 and Windows Server 2008, Windows 7 Enterprise and Windows 8.1, Windows 10.

-Supports and maintains computer systems, desktops, and peripherals to include installing, diagnosing, repairing, maintaining, and upgrading all hardware/software and equipment while ensuring optimal performance.

-Performs basic networking maintenance functions such as user creation and assignment of rights and permissions.

-Uses Microsoft Azure to monitor and protect users and devices against suspicious activity.

-Deploying O365 from Landesk and during imaging.

-Assists with network design and implementation for wired and wireless networks; organizes and troubleshoots problems; monitors underlying communication protocols and supports network hardware and software; maintains application data integrity and availability.

-Provides for creation, testing, and distribution of images for Windows and Mac operating systems.

-Manage all users and groups, passwords, email addresses, and access to servers in Active Directory.

-Create, assign, update, and close tickets using Service Desk.

-Assumes responsibility for testing, packaging, installation, and deployment of District approved curriculum and business software applications; installs and maintains software on servers and workstations.

-Provides testing and recommendations for software acquisitions, upgrades and versions.

-Implements and maintains network security and virus protection; performs server security and patch updates as necessary; maintains tight security measures on all systems and networks.

-Implements consistent data backup and recovery processes using Barracuda.

-Powershell scripting for Exchange to add, update, and change email addresses.

-Develops documentation as required including installation instructions, configuration guides, and impact analysis documents; Analyzes information to determine, recommend, and plan layout, including type of computers and peripheral equipment modifications.

-Monitors, tracks, schedules, updates and closes district work orders within the automated system on a timely basis.

-Upgrade Dell laptops and desktops (32 and 64bit) to Windows 10 from Window 7 as well as document any issues with Windows 10 images.

August 2015 – May 2016

SCHOOL TECHNOLOGY SPECIALIST, FULTON COUNTY SCHOOLS

-Assists with general maintenance to keep network running smoothly.

-Assists with coordination and network-related repair requests with Information Technology personnel.

-Documents LAN wiring diagram including: wiring closet identification, wiring closet equipment configuration, and wiring drop identification.

-Maintains technical documentation required to support the local-area network.

-Performs maintenance and support of assigned servers and resources.

-Manage teacher and staff groups and access in Active Directory.

-Monitors disk space and server back-ups.

-Performs addition/removal of staff/student network and/or system access permissions.

-Ensures school level conformance to the District’s software acquisition procedure/process.

-Seeks teacher input on future needs and assists with identifying software selections.

-Keeps current on new products available and developments in the field of instructional technology.

-Image and upgrade student and staff devices from Windows 7 to Windows 10.

-General maintenance of Windows OS and hardware issues. August 2014 — August 2015

TECHNICAL SPECIALIST, PARALLON BUSINESS SOLUTIONS

-Follow through on all requests for repair and/or software problems from end users. -Investigate and resolve issues related to PCs, telecommunications and/or printers. -Demonstrate the ability to remain current with a rapidly advancing industry involving highly technical equipment. -Manage LAN, WAN, PC, and voice technologies. -Continuously make recommendations for process improvements. -Create, assign, update, and close tickets using help desk ticketing system. -Trend issues to identify prevention opportunities. -Manage PC, application, and hardware related issues using BMC Remedy. -Upload and manage company inventory in WASP. -Troubleshoot Citrix server issues. -Manage users and groups as well as create and reset passwords in Active Directory. -Deploy software/patches and manage collections for PCs using SCCM.

EDUCATION

MAY 2015

BACHELORS OF INFORMATION TECHNOLOGY NETWORK/SECURITY, CLAYTON STATE UNIVERSITY

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