System Administration

Felix A. Cruz

*** ***** ******, ******** ** *****

917-***-**** Mobile • *********@*****.***

PROFESSIONAL EXPERIENCE

Experienced in application, server, and desktop support with over fifteen years of technical experience in IT in large and mid-sized businesses. Proactive and robust problem solving skills. Experience with developing and maintaining system documentation. Superior communication, writing, and relationship building skills.

QAD, Inc. Mt. Laurel, NJ

Monitoring Analyst June 2014 to Present

•Monitoring of Cloud Operations customer Linux/Windows/QAD environment, respond to/escalate alerts, log issues and resolutions utilizing best practices and standard tools.

•Assist in driving the resolution of recurring issues at a systemic level.

•Maintain documentation and implement knowledge review processes.

•Trend analysis of SLA breach activity for recurring issues.

•Audit of internal departments processes for ISO 20000 compliance.

•Train junior and new monitoring staff.

•Setup/manage user rights permissions on Windows/Redhat, resolve login and access issues.

•OS and application level user/printer creation/maintenance.

Moody’s Investors Service, Inc. New York, NY

Technical Support Analyst July 2009 to June 2014.

•End user support for IBM/Dell desktops/laptops including reimaging/break/fix.

•Onsite and remote setup/support of all end user devices including Blackberry’s and IPads.

•Resolve difficult to complex 2nd level desktop/image issues.

•Engage in 1st and 2nd level internal applications troubleshooting.

•Departmental and site level SharePoint administration.

•Deliver support of projects transitioning into operations.

•Mentor and guide new and junior end user support staff.

Epiq Systems, Inc. New York, NY

Technical Support Analyst July 2008 to June 2009

•1st and 2nd level support of Cloud based e-discovery application.

•Monitor jobs and respond to alerts in a Solaris/Sybase/Autonomy environment.

•Incident tracking, initial problem screening/resolution, escalation of complex issues.

•Create databases and manage user rights, resolve login and access issues.

•Maintain working knowledge of various business processes and applications/systems.

•Assist deployment of database, production, and system change activities.

Borzal Consulting, Inc. Princeton, NJ

Project Lead/Business Analyst May 2007 to February 2008

•Project lead on shared Wealth Management portal.

•Provided Executive Status Reports and project updates to stakeholders.

•Conducted meetings, disseminate minutes, schedule stakeholder meetings.

•Provided programming support for VBA Access/Automation application.

•Negotiated favorable pricing for software development kit license from Yodlee.

•Produced report on competitive market landscape for financial aggregation sites.

•Created technical documentation and Standard Operating Procedures.

•Developed and modified PowerPoint presentations depicting high level system design.

JP Morgan Chase, Inc. New York, NY

Desktop Support Analyst June 2000 to May 2007

•IB and Trading 1st and 2nd level end user support for all client issues midtown campus.

•1st level market data application support.

•Supported IBM/Dell desktops/laptops including reimaging/break/fix.

•User administration in a mixed Novell/Windows environment with Netware/MS tools.

•Provided permissions, rights, and access for users and groups.

•Assessed and resolved all technology issues on local and remote.

•Configured printer and application access.

•Multiple migrations experience through Novell/NT/Windows 2000/Windows XPSP1/XPSP2.

•Software upgrades and installation.

•Off hours Disaster Recovery testing and support.

Affinia Hotels, Inc. New York, NY

Systems Support Specialist April 1997 to June 2000

•Provided system administration of IBM AIX 4.x, Novell, and Windows servers.

•Designed and deployed Windows system images to workstations and laptops.

•Provided application, connectivity, configuration, setup, and rollout.

•Installed cabling infrastructure support including wiring, punch downs, hubs, and switches.

•Installed and configured Intel LanDesk for application packaging and distribution, remote control capability, refreshing and redeployment of computers.

•Implemented a remote access capability using Intel/Shiva remote access server.

•Configured and rolled out laptops for the Sales Department.

•Built and maintained company training room, trained on remote access.

•Migrated legacy mail environment to Exchange/Outlook, integrated Unix based POP3 access.

TECHNICAL EXPERIENCE

Operating Systems: Windows Desktop/Server, Redhat Enterprise Linux 6, OSX

Networking: Active Directory, VPN, Citrix, DNS, TCPIP, DHCP, RA, RDP.

Scripting: Light VB Script, Bash

Technologies: JIRA; Confluence; Icinga; Zabbix; Remedy; SharePoint; Symantec Corporate A/V; Symantec Enterprise Vault; McAfee Endpoint Encryption; Blackberry Enterprise Server; VDI Support; VMWare; Avamar Backup; CEBOS EQMS

Education

Bachelor of Arts in Economics, Princeton University

All but dissertation for MS in Statistics, Baruch College

Training

Building Applications With SharePoint 2010, Learning Tree, March 2013

Introduction to SharePoint 2010, Learning Tree, November 2011

Programming Oracle 11G PL/SQL, NYU SCPS, January 2011

Introduction to Oracle 11G SQL, NYU SCPS, October 2010

Certifications

CompTIA A+, Network+, MCP Windows Desktop/Server

Certificate in Business Analysis, Mercer County Community College, November 2007

ITIL v3 Foundations, Global Knowledge, July 2011

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