Please accept my resume as a genuine interest in this opportunityMark Dondero

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

Suwanee, GA 30024

ad05mh@r.postjobfree.com

470-***-****

Analytical, problem solver, multi-tasked and highly motivated team player who is committed to achieve the organization's objectives, while delivering exceptional customer satisfaction.

IBM\Kyndryl

IT Site Administrator (contractor) August 2021-present

Onsite IT Administrator for Accu-Tech corporation responsible for the support of over 500 users in 33 remote branch offices. Responsibilities include Desk-side IT Endpoint support of onsite and remote users using Teams, Putty and TeamViewer. Effective triage and troubleshooting of most Microsoft applications running on Windows 3.1 through Windows 10. Administrative experience with Microsoft Server NT-4.0 through Server 2016, Apple OS and Novell Netware 5. Provide support for web applications, Cloud based SaaS, Citrix and Dell and HP hardware. Experience with Exchange, O365, Avaya cloud, Crestron Teams conferencing, Cisco AnyConnect and Zscaler VPN client connections and virtual workstations through VSphere. Advanced communication skills, supporting users from diverse backgrounds and levels of the organization via phone, email, chat and in-person.

OnePath, llc

Service Delivery Manager July 2019 - April 2020

MSP Client IT management and service delivery. Daily duties entail IT management, environment monitoring, solutions design and consultation, service delivery, strategy, and management of all day-to-day operations within support operations. Managed a team of Service Engineers & Systems Administrators through formal and informal coaching, mentoring and recurring meetings to review performance and discuss professional growth opportunities. Responsible for identification of service gaps, areas for process improvement, monthly time entry and billing audits, Service Delivery Incident Resolution Management, and team member challenges as well as interview and selection of future team members.

Leave of Absence January 2018 - July 2019

Full-time caregiver during a family member's illness.

Amtrak

NOC Analyst (contractor) August 2016 - October 2017

Real time remote monitoring of internal data networks and national sales kiosks.

Provided RDP PC support and helpdesk service for Windows and Linux\CentOS platforms. Also provided ITIL compliant escalation management to Tier II for resolution. Tools used were SolarWinds, AppDynamics, Putty and Dameware. Manage Engine Service Desk software proficiency.

Georgia Lottery

Systems Administrator II September 2014 – June 2016

Built physical Windows 2012-R2 domain controllers providing AD/DNS/DHCP support for branch offices. Administered 2012 Microsoft Exchange email server. Server Administrator II responsible for all Tier 2 IT support, Datacenter, and Network monitoring. Completely virtualized Data Center consisting of over 200 servers and NetApp SAN storage. Obtained certification and managed OnBase document management system. Implemented What’s Up Gold network monitoring application.

Fulton County Government

Information Security Specialist November 2012 – September 2014

Tier III Infrastructure support as a member of the Information Security Team within the Information Technology department. Responsible for SolarWinds patch management and hardening of Windows server platforms. Developed primary county VPN on Cisco ASA 5550. Developed Veritas backup D2T adhering to GFS rotation standards. Certified county elections polling and data management.

CNN / Turner Broadcasting (contractor)

Data Center Technician March 2011 – November 2012

Member of team maintaining 5 separate Data Centers for Turner Broadcasting.

Provided Data Center environmental monitoring, and PDU power distribution to DC cages. Migrated physical Windows servers to virtual infrastructure.

Implemented ITIL help desk processes throughout the IT organization.

Gwinnett Technical College 2006-2010

Earned certifications in:

● A+

● Linux\UNIX Administration

● Data Center Technician

Maintained Dean’s list at 3.8 GPA

University of Toledo

Recruited out of college before completing an associate degree in Data Processing.

● RPG

● Cobol

Working knowledge of:

● Service Now

● Remedy

● Manage Engines Service Desk

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