Systems Engineer II
Resume:
K. TUNSON-BALLARD
**************@*****.***
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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