ITIL
Phineas C. Cody
Detroit, MI *****
Dear Human Manager:
It was with great interest that I noted your advertisement for a position within your IT section. I believe I am the ideal candidate for your consideration, with qualifications correlated to your requirements. Thus, please allow me to explain briefly how I might contribute to your firm's IT section.
Throughout my career, my expertise has been in providing IT Support and Helpdesk solutions. As a Senior IT Administrator for Capsilon, I have instituted technology changes to establish an internal IT Standard. With the City of Detroit, I set up and maintained various process control, inventory and asset management, controlled user access and establishing accounts, and training that contributed to the efficient delivery of Helpdesk services. I would now like to use my IT Administration and Service Delivery skills to help your company enhance its IT functions and processes.
Additionally, my background in Helpdesk administration, project management, and IT applications could benefit your firm in specific need areas. I enjoy being a diverse "team player" within an organization and contributing to my employer's success in various capacities. To provide you with details concerning my qualifications, my resume is enclosed. I will contact you next week to follow up on this letter of inquiry; I am hopeful that we may discover a mutual interest.
Sincerely,
Phineas C. Cody
Phineas C. Cody
Detroit, MI 48235 acw10e@r.postjobfree.com Telephone: 313-***-****
IT PROFFESSIONAL
IT Service Delivery/Project Management * Help Desk Support * Customer Focus * Leadership
SKILLS & KNOWLEDGE
•ITIL Certified - Process Improvement
•A+ Certified Break/Fix, Refresh, Symantec Ghost Imagining
•Knowledge, Support and Troubleshooting Windows XP/7/8/10, MAC OS, Outlook, Microsoft Office Sutie (Word, Excel, Powerpoint)
•Knowledge, Support and Troubleshooting Cisco Firewall ASA, Routers and Switches, Wireless AP (Meraki)
•Supported Windows Server 2003, 2008, 2012, Active Directory, VMware, Hyper-V, Exchange and Office 365
•Ability to lead and manage a team in Unix/Windows/Cloud based environments
•Knowledge of SQL, MYSQL, Powershell, Databases, ETL, PHP, PBX, LAN, WAN, VLAN, VOIP, SIP, SDLC, Active Directory, Servers, Hardware, Routers, Switches, Firewalls, DNS, DHCP, TCP/IP, VPN, Unix Solaris, Bomgar, Continuous Process Improvement and Google Admin Apps Work
PROFESSIONAL EXPERIENCE
Sr. IT Administrator Capsilon Corporation 40hrs per Week January 2015 to August 2016
•Supported for hardware and software for 500 users – Cloud Environment
•Created IT Standards – Centralized System administration of BOYD environment
•Supported End-Users provisioning in a mixed Windows/MAC environment (Approximately 450 users)
•Provided IT Security Compliance (SOX) and Best Practice training, New Employee Onboarding
•Maintained email and data storage networks Google Platform (Google Works Apps/Multiple Domains)
oOffice 365 Migration: verified “capsilon1.onmicrosoft.com domain
oImport 450 users from Google to 365 via csv file (changed all emails to default)
oUsed Exchange migration endpoint to connect to Google Apps/mailboxes (batch migrations via IMAP)
oUpdated Google DNS and disabled Google sync
oProvided Office 365 to users (Quick help guide)
•Administered various cloud based services and software such as Sharepoint, Citrix Remote Assist, Lucidchart,
•Administrated and controlled the Capsilon Webhosting for 1and1 test sites
•Provided Helpdesk Support Levels 2 and 3 using ticketing systems such as Kaseya, Manage Engine, Jira, Salesforce, Dell Kace, and Zendesk
•Purchased hardware or software, maintained vendor relationship
•Coordinated cutover/migration from Vonage to Jive Communication (VOIP) and office relocation
•Coordinated new employee onboarding process and training
•Provided continuous incident/change management
•Acted as local point of contact for customers, end users, and management for communication and escalation of issues.
•Worked closed with HR to establish new employee onboarding and IT Security Training
•Responsible IT Security Audits – Ensured various IT Security controls were in compliance with SOX
Team Lead/Helpdesk Analyst Detroit Water 40 hrs per Week (January 2000 to October 2014)
•Lead a team of 12 Level 1 Helpdesk Analyst in maintaining the security, health, setup, backup and maintenance of the network servers, desktops, laptops, telephones (PBX/VOIP), core applications and systems
•Provided IT Service Delivery that adhered to ITIL standards
•Provided Helpdesk Level 2 remote and deskside for 1800 users
•Extended equipment life cycles by 50% due maintaining inventory, warranty, and service replacements
•Migrated and relocated 1800 users Windows NT and XP to Windows 7/8
•Improved Norton Symantec Ghost Enterprise imaging and deployment time by 60%
•Provided continuous service improvement processes
•Improved Helpdesk Level 1 resolution and performances by 35% (5 to 10 minutes resolutions)
•Increased IT service delivery by 40%.
•Maintained minimum reopening of closed tickets
•Upgraded the Microsoft Server 2003 to 2008
•Maintained Active Directory (User Account/Alerts)
•Maintained the Microsoft Exchange/LDAP and Outlook
•Knowledgeable about service desk system and IT tools
•Provided cross function IT Support in various inter-departments as needed
•Acted as liaison between the City of Detroit and various IT Contractors/Vendors
•Ensured delivery of HelpDesk function, policies, and procedures
•Provided process and management support, advice and direction to HelpDesk Analysts
•Developed and managed HelpDesk staffing resource allocation and scheduling
•Ensured HelpDesk activity metrics (KPI and SIP) and customer satisfaction metrics are produced
•Assumed overall ownership, monitoring, tracking and quality assurance for all Tickets, Incidents and Service Requests
•Acted as local point of contact for end users and management for communication and escalation of issues
•Acted as local point a contact for Technical Support escalations of support issues and concerns
•Ensures delivery of Service Desk staff skill assessment and training plans.
•Developed staff to increase skills, knowledge and abilities
•Assessed training needs and provides training as needed
•Evaluated HelpDesk Analysts performance by providing oral feedback and written performance evaluations
•Oversaw HelpDesk Analyst – provided leadership and guidance to address questions and issues in regards to HelpDesk/Incident Management and ticket escalation
•Used Symantec Altiris, ServiceNow and Dell Kace for inventory control and assessment
Helpdesk Analyst Detroit Water 40 hrs per Week (August 1993 to January 2000)
•Evaluate and assessed service delivery performance metrics and carry out survey on clients to weigh the level of service delivery in the company
•Kept records of daily operations at the desk for tracking of customer needs, services rendered and future reference
•Created a mode of operations to be adhered to by team members in order to maintain good routine and orderliness
•Reviewed client complaints, rectify issues and liaise with appropriate departments to handle complex issues in a bid to provide more effective solutions
•Observed service desk operation techniques to determine how effective they are and implement new techniques when old ones are ineffective.
EDUCATION
B.S.B.A. Colorado Technical University, Colorado Springs, CO, Information Technology
M.B.A. Colorado Technical University, Colorado Springs, CO, ITS Management/Project Management
CERTIFICATION
ITIL Foundation Certified (v3)
Comptia (A+)
Microsoft Certified Professional (MCP)
Cell Phone Repair Academy
Homeland Security (100W, 200W)
Homeland Security - FEMA (IS-100, IS-200, IS-700, IS-800, IS-860)
Bomgar Remote Desktop
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