System Administrator Active Directory

Rick Kouri

https://www.linkedin.com/in/rickkouri/

****.*****@*****.***

303-***-****

SR. SYSTEM ADMINISTRATOR / Salesforce

Senior IT professional with over 20 years experience and more than two years of Salesforce administration. With a track record of flexibility, accuracy, and can-do spirit. A skilled communicator able to bridge gaps between business and technology teams.

TECHNICAL EXPERTISE

• Salesforce

• Active Directory

• LDAP Integration

• Windows Server

• Networking

• PowerShell

• SCCM

• Jamf

• MAC

• System Automation

• SQL Server

• Single Sign-On

• User Administration

• ACL

• Remote Access

• SharePoint

• VMWare

• JavaScript/HTML/CSS

• GPO Administration

• Process Automation

• Multi-Factor Authentication

• ServiceNow

• DHCP / DNS / TCP/IP / SSH / FTP

• Exchange

SELECTED ACCOMPLISHMENTS

Onboarding Automation: Designed, created and implemented processes to expedite and automate onboarding using ServiceNow Orchestration, Mid-Servers, LDAP integration and scripting. Increased onboarding efficiency and reducing a manual process with a three-day SLA into an automated one. Enhanced and Increased Efficiency: Automatically deployed software to retail environment (over 18,000 systems) using SCCM achieving greater than 97% success rate. Created 100s of SCCM automatic installations and deployment packages for large-scale enterprise environments Developed and Implemented PCI Compliant Remote Support Solution: Designed and implemented PCI Compliant remote access solution for retail computers with Single Sign-On, Multi-Factor Authentication and centralized logging

Experience

AT&T, 10/15 to 10/2018

System Administrator – IT

• Installed and configured SolarWinds DameWare central server and managed 400 licenses

• Administered Jamf for 2500 Apple computers

• Created and tested GPOs for retail environment

• Managed software deployments to retail environment with more than 18,000 systems

• Jamf deployment packaging

• Developed process to update firmware on over 2000 Lexmark printers using SCCM and PowerShell

• Customized SCCM deployments with PowerShell and Application Deployment Toolkit (ADT) Cricket Wireless, 4/2009 to 10/2015

Sr. ServiceNow System Administrator

• Advanced ServiceNow administration and customization including instance and mid-server management, standard and custom configurations, API integrations, client scripts, UI policies, UI actions, script includes, business rules, orchestration, reporting, data importing, inbound actions and user account management

• Active Directory (LDAP) integration with ServiceNow, JavaScript, PowerShell

• Worked with functional teams to automate multiple processes including onboarding using ServiceNow

• Worked with Sr. Analysts to understand business stakeholder environment and collect requirements

• Designed and developed dozens of ServiceNow catalog items, workflows and applications in ServiceNow Rick Kouri

https://www.linkedin.com/in/rickkouri/

****.*****@*****.***

303-***-****

Cricket Wireless (cont’d)

• Created a process for remote firmware upgrade on over 1000 Verifone credit card terminals

• Work directly with leadership to align ServiceNow with IT organization strategy

• Authored dozens of knowledgebase articles using the ServiceNow knowledgebase system

• Maintain and troubleshoot Windows servers, Active Directory, Exchange, SCCM and Skype

• Streamline and automated business processes using ServiceNow catalog and orchestration

• Created custom forms with complex actions using UI policies and scripts

• Created and automated dozens reports in ServiceNow

• Managed upgrades, update sets and releases in ServiceNow

• GPO creation and customization

• Supported multiple billing and point of sale conversions as a subject matter expert (SME)

• Query Splunk for troubleshooting and root cause analysis Sr. Systems Analyst

• Developed and maintained ServiceNow instance including upgrades, plugins and cloning

• SharePoint administrator maintaining and updating Help Desk portal

• Vendor Manager for outsourced Help desk

• Installed and configured Bomgar as a remote support solution and trained Help Desk how to use

• Customization of ServiceNow including catalog items, workflows, business rules and inbound actions

• Served as a liaison among development teams, application services, and the business, including functioning as a subject matter expert (SME)

• Assisted developing ITSM roadmap. Analyze and recommend emerging ITSM technologies that can provide benefit while reducing risk

• Implemented quality assurance audits of work performed by the outsourced Help Desk

• Created new services using ServiceNow to support business needs and enhance customer experience Help Desk Analyst

• Recorded over 99% calls in ServiceNow ticketing system maintaining a first call close rate above 90%.

• Responsible for solving user issues in a timely manner.

• Trained users in proper use of systems and technology.

• Wrote and edited Knowledge Base articles to document and improve processes.

• Created and administered user accounts in all systems City National Bank, 0/1997 to 10/2005.

Information Systems Officer

• Administered Windows Group Policies (GPO) and Active Directory

• Migrated Novell Application Launcher (NAL) to Systems Management Server (SMS now SCCM)

• Designed and planned SMS (SCCM) 2.0 SP3 upgrade to SMS 2003

• Trained support staff how to use SMS (SCCM) for software installations and remote access

• Designed and built desktop testing lab with VMware servers, routers, switches and desktops

• Technical lead for new branch setups and standardization

• Using SMS (SCCM) created 100s of automatic installation packages

• Created and maintained SMS deployment reports for management

• Managed McAfee Anti-Virus using ePO and HP printers using HP Jet Direct

• Built configured and managed servers and network equipment

• New Application testing and deployment

PROFESSIONAL CERTIFICATIONS

• Salesforce Administrator

• ITIL Foundation V3

• Jamf CCT

• Novell CNA

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