Customer Service Manager

Rudolph Ketter, Jr.

** ******* ***

Worcester, MA 01603

Home: 508-***-****

Cell: 508-***-****

Email: **************@*****.***

PROFESSIONAL OBJECTIVE

To obtain an opportunity as a Systems Administrator where skills acquired

from years of experience will be utilized. Pursuing Master in Computer

Science at Fitchburg State University.

EDUCATION

. Bachelor of Science in Mathematics with less emphasis in Economic,

University of Liberia. Pursuing master in Computer Science at

Fitchburg State University.

. Graduated, Xintra Technical Institute, Lowell, MA.

. A+ Certified Professional. (A+)

. Network+ Certified Professional (Network +)

. Microsoft Certified Professional (MCP)

. Microsoft Certified Systems Administrator (MCSA)

. Dell Certified Systems Engineer (DCSE)

. Microsoft Certified Systems Engineer (MCSE) / ID#: 2904921

. Relevant courses: MS Office, Windows (9x, 2000, XP, 2003) Professional

& Server, Network+, Linux

AREAS OF SPECIALIZATION

. Server installations and configurations.

. LAN installation and configuration.

. Printer diagnosis and problem solving skills.

. Building, installing and configuration of servers.

. Administration of Mail accounts with MS Exchange Server.

. Configuration of mail accounts with MS Outlook.

. Installation of hubs, switches and other peripherals.

. Excellent hardware/software troubleshooting/problem-solving skills.

. Experience in supporting Blackberry and PDA.

. Proficient in staging new systems and adding on new hardware.

. Experience in monitoring network performance & trouble-shooting

network connectivity issues.

. Microsoft Products (Server and Client Operating Systems, SQL Server

DB Management, Office, etc).

. Experienced with inventory procedure for hardware/software.

. Excellent teamwork skills.

. Excellent analytical, troubleshooting, and technical communication

skills

. Data Management

. A solid understanding of TCP/IP network concepts and network trouble-

shooting

. Network and Systems Engineering

. Virtualization VMware (ESX and VSphere).

. Experience in VOIP hardware and software deployment.

. SAN (storage area networks) and NAS (Network attached storage).

. Installation of Barracuda Web Filter and Cisco Pix Firewall

OPERATING SYSTEMS

. MS Windows NT Server 4.0, Windows NT Workstation 4.0, Windows 98,

Windows 2000, Windows 2003,Windows XP, NetWare 4.11, DOS, MS Exchange

2007, Linux, VMware ESX, Mac OSX

APPLICATIONS

. MS Office 97/2000/XP, 2007, MS Outlook, SMS, MOM,SQL, MS SharePoint,

pcAnywhere, Symantec Ghost etc.

SPECIAL SKILLS

. Excellent interpersonal and organizational skills.

. Excellent in customer service skills, organizational skills and

effective communication skills.

. Excellent communicator, verbal and written.

. Capable of handling multiple tasks.

. Reliable and a quick learner.

. Able to work well within a team environment.

. Able to work well and learn new skills in a fast paced, rapidly

changing technical environment.

. Ability to manage multiple priorities while demonstrating and

maintaining an unwavering commitment to excellent customer service.

. Superior verbal, written, interpersonal, and public relations skills.

. Proven experience and success working effectively with people at all

levels of an organization.

PROFESSIONAL EXPERIENCE

Ellucian Inc.

December 2012 - Present (Systems Administrator- full time)

. Onsite VMware Administrator and Windows Administrator - Provide

Technical support services.

. Planning, managing and Installation VMware ESX 4.0/5.1 servers,

Installation and configuration of virtual center database and

installation of VMware infrastructure virtual machine.

. Management integrated ESX server, create a new storage space, creation

of VMFS data store, Configuration networking for the virtual machines.

. Creation and Deployment of Virtual Machines in datacenter, setup of

their VLAN/Port-group on DVS.

. Performing Snapshots, Cloning, Migration VMware convertor, Virtual

Infrastructure client

. Managing The VM infrastructure ( vMotion, DRS, HA, Virtual Center

Server, VM Converter).

. Planning, configuration, maintenance and administration of VMware ESX

server, VMware virtual center, V-Motion, Storage Motion, HA and DRS,

P2V, V2V, SRS and Troubleshooting.

. Administration knowledge of VDI view manager ( Connection server,

Composer, Replica server, ADAM database, Security server and Transfer

server)

. Configure and manage User, Group, Permission, Role, Resource pool on

VMware virtual center.

. Planning, configuration, maintenance and administration of Windows

Server Systems.

. Configuration, management and Troubleshooting Microsoft Physical and

Virtual Clusters and NLBS

. Server Security to include maintaining most current OS MS patches,

Symantec Antivirus and OS Hardening

. Plan and schedule OS upgrades & firmware upgrades

. Manage Microsoft Exchange 2010, Office 365, Windows Azure, SQL 2008

r2/2012 servers.

. Managing Windows 2003/2008/Windows 2012 Cluster Servers For file and

database, connected via Storage Area Network.

. Supporting Windows environment (Active Directory, Exchange, Office,

XP, Vista, Windows 7, Server 2003/2008 R2/2012)

. Health Checkup of all the Production Servers, monitoring what's up

alerts on a routine basis

. Software distribution and Patch Management.

. Hardening of Servers to ensure proper security measures are

implemented

. Installation & configuration Of Dell Equallogic SAN PS4100, Network

load balancing, and network redundancy (Data Replication on remote

site).

. Using SCCM and remote tools, deployed and managed all the collections

packages, created new ones, deleted old ones, set new boundaries for

new sites and tested the packages for all Becker College machines.

. Manage and Administrator backup Technologies ( VMPRO, Symantec Backup

Exec 2012)

. Configured and manage Backup Hardware ( Quantum DXi 4600, Quantum

Scalar I80 Tape library)

. Regulated and documented all the Becker College applications that went

out to users to make sure they were properly installed on the machine

. Migrating to System Center 2012 Configuration Manager

. Troubleshoot and repaired all failed applications pushes via SCCM and

tools that we have.

. Software Update Management

. Application Packaging and deployment

. Configuration Manager Queries

. SCCM used for deploying Windows 7 images

. SCCM 2012 Queries and Reporting

. Group Policy configuration and troubleshooting.

Medtronic Inc.

May 2009 - December 2012 (Desktop / Network Support Engineer - part time)

. Install new computer equipment replacing old computer equipment

. Build and troubleshoot desktop machines with dual monitor capability

for a new employers

. Strong expertise in Gold OS Image creation, updating, deployment and

troubleshooting using SCCM 2007.

. SCCM 2007 Queries and Reporting

. Software Update Management

. Troubleshoot and repair laptop and desktop computers

. Image desktop machines that were built or repaired with newly created

images

. Handle help desk tickets for internal user's issues.

. Installing servers and printers.

. Creating and Managing Applications

. Distributing and Deploying Applications

. Application publication through view manager

. Group Policy

. Endpoint Protection configuration

. Operating System Deployment

. Backup, Recovery, and Maintenance

. Software distribution and Patch Management

Stratify Inc - Iron Mountain Acquired Company

July 2008 - April 2009 (Systems Administrator - part time)

. Administer Microsoft Windows Servers (Active Directory), Microsoft

Workstations, and Citrix Network for users.

. Performed hands-on administration, monitoring, and troubleshooting of

Local Area Network (LAN).

. Network Design

. Installing System Center 2007 Configuration Manager

. Strong expertise in Gold OS Image creation, updating, deployment and

troubleshooting using SCCM 2007

. Administering System Center Configuration Manager

. Set up offsite users to work virtually.

. Responsible for hardware and software applications for workstations,

servers, and network data communications. Collaborated with executive

management and department leaders to assess network capacity needs.

. Responsible for VOIP hardware and software packages.

WaveMark, Inc.

January 2008 to June 2008, Operations Field Engineer Support

. Implementation of hospital installations and support to hospital

services and operations.

. Perform field installations of smart cabinets in the hospitals, actual

install of hardware and software in the hospital environment.

. Setup the devices in the network and monitor all devices to ensure

99.9% up time.

. Monitor and triage cabinet issues remotely from headquarters and

resolve problems quickly and efficiently.

. Assist with field rollout of software releases by testing out released

software.

IBM Global Technology

May 2006 to November 2007, Systems Support Analyst/Systems Administrator

. Provide support of technical help desk tickets assigned to the team.

. Troubleshoot and resolve a wide range of application, Installation

configuration and other technical issues.

. Provided break-fix services to Businesses.

. Performed troubleshooting and resolved Software issues.

. Provided software support to Businesses.

. Monitored network performance.

. Created new user accounts and issued rights.

. Documented all new/old systems configurations for inventory.

. Installed CAT 5 cables and configured IP addresses.

. Migrate Data (Backup and Restore)

. Diagnose and resolve network connectivity issues, including IP

configuration, etc.

. Installed and Configured POS.

. Computer Operator.

. Perform troubleshooting and resolve hardware issues.

. Documented all new/old systems configurations for inventory.

. Server and Cisco Routers Setup for business: ( Kohl's Department

Store, northeaster US, Ford Motor, BMW, Gaps Store, etc.)

. Team Lead on Refresh and Deployment: (ING, Morgan Stanley, Merrill

Lynch ACE Insurance, etc.)

. Re image and configure PC. (Amtrak, Avaya etc.)

BancTec Computer and Network Services

September 2001 to February 2006, Desktop Support Specialist/Help Desk

Technician

. Provide break-fix services to end-users.

. Install and configure hardware and peripherals.

. Perform troubleshooting and resolve hardware issues.

. Migrate Data (Backup/Restore) on both Mac and Pc

. Provide Dell Warranty hardware and software break-fix for businesses

. Provide HP Warranty hardware and software break-fix for businesses

. Provide hardware support on Apple.

3-D Microsystems, Inc., Bellingham, MA

04/2000 to 03/2001, Network Administrator/Desktop Support Specialist

Member Roll-Out Team

. Provided break-fix services to end-users.

. Performed troubleshooting and resolved hardware issues.

. Installed and configured hardware and peripherals.

. Provided hardware and software support to end-users.

. Monitored network performance.

. Created new user accounts and issued rights.

. Documented all new/old systems configurations for inventory.

. Installed CAT 5 cables and configured IP addresses.

. Rolled out PC and laptops in an enterprise environment.

REFERENCE

Available Upon Request.

Contact this candidate