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Support Management

Lakeville, Minnesota, United States
October 27, 2016

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Fredrick A. Copley



An IT Specialist with 15+ years of experience in ever-changing environments. Recognized by management for identifying and developing highly effective training and process development for new hire onboarding by use of advanced skills and mentoring strategies.


•Enterprise virtualization (VMWare 6.0, Platespin, Microsoft Virtual Server)

•Cluster Management (Veritas, Microsoft Cluster, Emulex)

•Windows 2012 R2 Server

•Active Directory Administration

•Tivoli Systems Monitoring (ITM6)

•Tivoli Storage Management

•Systems Security: WSUS, Linux, Unix (Solaris and AIX)

•Remote Systems Administration (Citrix, PC Anywhere, Remotely Anywhere)

•SQL development and administration



Senior IT Infrastructure Support Engineer

Provided migration from Windows 2003 Servers by virtualization from physical systems and upgrading to Windows 2012 systems:

Creation of ESXI hosts as well as domain controllers to assist local technicians with inclusion to the enterprise.

Upgraded SAS to 9.4

Nagios and Icinga monitoring of systems.

Service Manager ticketing System

Commvault backup environment.

Sharepoint 2007 to 2010 and 2014

Powershell 2.3 and 4.0

What’s Up Gold monitoring?

Snow Software installation, configuration, and maintenance

CDI CORPORATION Minneapolis, MN 2011-2014

Server Support Analyst

In addition to on-site support for the Minneapolis Data Center, support encompasses application, hardware and security support for the following systems:

Windows 2000 Server, 2003 (Standard, Enterprise 32 and 64 bit), 2008, 2012, Exchange Server.

Linux Red Hat Servers

HP Unix 64 bit Servers



Blackberry Server (Server Manager Support)

WSUS Patch Management

Quarterly Fusion Health and GAP Remediation

Service Now Call Management

Remote Support using SCCM, SMS and Remotely Anywhere

During the performance of the above-listed functions migration of servers and services to sights away from the Data Center to facilitate the closing of the facility. Performed upgrade of the domain from Windows 2003 to Windows 2010. Also, worked with the conversion of call ticketing system from ManageNow to ServiceNow. As well as assist with the training required moving the offshore support team from Argentina to India.

SOVRAN Eagan, MN 2010 – 2011

Helpdesk Analyst

Worked with a variety of customer accounts to assist with support issues. The scope of the support ranges from Active directory administration issues to hardware troubleshooting and problem identification and resolution. Product support for the follow:

•Windows 7

•Windows XP

•Exchange Server 2003 and 2008

•Windows Server 2003 and 2008

•VMWare 3.5 and 4.0 (including View Management)

•Microsoft Office 2007 and 2010

•Use of SMS and SCCM to support remote user applications.


Server Services Support Analyst

Worked with customers to develop and maintain a wide variety of software packages, ranging from Blackberry support servers to client record access and security. Recognized by both management and customers for exceptional identification and development of solutions which resulted in higher levels of production and performance.

•Assumed leadership role in the implementation of remote administration and virtualization of the enterprise environment. Recognized for the development of training and documentation which allowed the rest of the team to provide high levels of support.

•Tested and developed procedures to build and install differing hardware models, based upon types and system requirements. Once identified, provided both training and written documentation to the rest of the team; which resulted in the standardization for each.

•Maintained an annual budget and spreadsheet for the department to purchase out of warranty components to allow for continued server uptime. As the focal for this effort, the department was able to maintain an extremely high level of server availability which resulted in cost savings recognized by both management and the customer.

•Provided remote application and operating system support for two datacenters as well as four “off shore” locations, two disaster recovery sites and nine remote online banking centers. Recognized by management for the development of procedures which not only allowed for continued successful operation but the immediate engagement of the customer when monitoring indicated impending issues which may require attention.

•Assumed lead role in the transition from traditional NT domain to Active Directory. Recognized for identifying and implementing solutions which prevented the project from failure.

•Developed and provided documentation for support and maintenance of the Active Directory environment. This resulted in stability and security for sensitive data, as well as reporting of missing updates in a timely manner.

•Instrumental in installing and maintaining Tivoli Systems Monitoring software for 3000 servers. Provided training to the rest of the team while working with customers to identify severity levels for different notifications.

•Represented the team in testing and documenting disaster recovery efforts. Recognized by management for expertise and knowledge of cross platform capabilities and functions, which resulted in successful exercise. Displayed high-level understanding of the Tivoli Storage Management application used to provide appropriate data for verification and testing.

•Accepted additional responsibility with the Unix team providing daily troubleshooting and monitoring of 200 + Unix servers. Worked with departments to ensure that updates and patching were tested and verified before implementation.

•Assumed assignment as the focal point during the transition of Lotus Notes servers from Windows to Unix platform, resulting in significant cost savings with regard to security and hardware uptime.

•Recognized for providing immediate and comprehensive support which allowed customers to recover from 9/11/01 incident quickly.

•Developed and delivered training for maintaining Systems security levels using Windows Server Update Services (WSUS). Recognized by customers and management for providing high levels of performance and security, as well as significant cost savings.

•Acted as intermediate between customers and third party vendors in the development and installation of both Oracle and SQL applications, resulting in successful online banking efforts. Assumed responsibility for the design of clustering (for archival) maintenance and administration, which allowed for the implementation of Websphere and VMWare applications.

•Worked with the customer to develop a schedule for the Citrix servers which allowed weekly updates and reboots without generating unnecessary trouble tickets which allowed the support team to concentrate on real issues. This resulted in increased customer satisfaction.

•Provided hardware and Operating System support and daily monitoring of Production and test lab servers (3000+ Intel and 200+ Unix servers). This included day to day administration as well as performance monitoring to provide departments up to date status and well as recommendations to help with possible updates or modifications resulting in the most efficient use of existing hardware and possible recommendations if new hardware would be beneficial with regard to fiscal planning.


Contract IT Specialist

Various IT assignments working in several environments, ranging from hardware installations and server upgrades to computer program testing. Companies include Cargill, HP, Target, Softel, Viking Electrical, Computer City, and RBC Dain Rauscher.

•Identified and implemented a solution which resulted in automated system upgrade completion in half the estimated time resulting in significant cost savings to the customer.

•Developed documentation and a checklist to ensure that all steps for update and implementation were completed successfully, this resulted in multiple systems being completed at the same time resulting in savings of time and money as well as customer satisfaction.

•Spearheaded cooperative effort with customer resulting in streamlining of first level helpdesk troubleshooting and right answer response to field clients allowing analysts to maintain a quicker response time while reducing phone queue wait times. Recognized by management for cost saving associated.


Bachelor of Science in Computer Science – Rochester Community College, Rochester, MN



•IBM A+ Certification

•Dell Hardware (workstation/server) Support Certification Training

•HP/Compaq Hardware Support Certification (workstation/server) Training


U.S. Navy – Personnelman, E7, 3rd Recruiting District

U.S. Army – Combat Engineer, E6, 4th Engineer Bn

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