Andrae’ Wallace

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

Pearland, TX 77584

Cell- 832-***-****

ad1paz@r.postjobfree.com

Summary:

Objective: Systems Manager seeking a position in which my professional experience and technical education will be utilized to benefit the organization. Technical Skills:

Windows 95/98/00/ME/XP/NT/Vista/Windows 7/8/8.1/10/11/Server 2003/2008/2012/2016

UNIX, MS-DOS

All Microsoft applications

All Cisco routers, switches, hubs, wireless, monitoring All Dell or HP Servers, Linux Servers, PC, Laptops Thin Clients - Dell Wyse, iGel

All Server Fax Cards

All HP, Dell, Lexmark, Xerox, Ricoh, Zebra, Canon, Fujitsu, and OKI printers VMware ESX, ESXi, VMware vSphere, VMware vCenter Server Heartbeat Hyper-V

Nutanix

Cohesity

NetApp

IIS 1.0 -7.5

Microsoft SQL 2005, 2008, 2010

All E-Mail Applications

Microsoft Exchange 2007, 2012,2016

Microsoft Azure

AD Connect

AD Manager Plus

AD Audit

Asset Explorer

Microsoft Office Suite 97, 2000, 2003, 2007, 2010, 2013, 2016, 2019 Active Directory 2007, 2012,2016

Protocols (DNS, IPv4, IPv6, HTTP/HTTPS, RIP, OSPF, EIGRP, BGP, DHCP, etc.) TCP/IP

NetX, Sharepoint Software, ServiceNow, Connectwise, Heat Microsoft Duo, OKTA, Azure MFA, Imprivata

RSA Keys, Yubikey

Dial-Up, Cable Modem, DSL, ISDN, Frame Relay, T1, T3, OC-12, OC-48 Blackberry, Android, iOS

Java, HTML

Technical, Troubleshooting, & Web support

Network Topologies (Bus, Star, Extended Star, Mesh, etc.) HPF Code, HL7 Feed/Interface, Corepoint Engine

Mckesson, Paragon, CPSI, Meditech, Novell, iPrint, EMR/ EPIC Systems SAN, NAS, Dell EMC storage

Logmein, JoinMe, Teamviewer, GotoAssist, Kaseya, Skype, Zoom, Cisco Jabber, Microsoft Teams, RDP

Powershell Scripting

Citrix XenApp, XenDesktop

SSL Certification Management

ITSM/ITOM

Patch Management - SCCM, WSUS, Batch Patch

Certifications:

Cisco Certified Networking Associate (CCNA)

A+ Certification, Network+ Certification, Server+ Certification HIPAA Certified

Experience:

Texas Southern Unversity - 09/22 - current

Acting Director - (OIT) - Office of Information Technology Houston, Texas

-Managed a team of System Administrators and one Junior Administrator

-Created short term/ long term projects and set priorities for each member of my team.

-Held weekly meetings to keep up to date with team as well as work through any trouble spots

-Upgraded domain controllers by demoting the old ones from VMWare and promoting two new physical Dell PowerEdge servers

-Built SCCM Virtual Machine for windows patching and also worked with Batch Patch software as well.

-Worked on a huge migration project that migrated old Linux/Dell physical servers as well as old VMs running VMWare all over to Nutanix

-Configured/licensed products like AD Manager Plus, AD Audit, and Asset Explorer to be used as tools for helpdesk staff as well as reporting for managers.

-Assisted with account/mailbox creation for faculty and students

-Used Cohesity software for DR and backups that included all VMs, SQL Databases

-Took over from Manager of Systems to Acting Director over Systems and Networking

-Assisted with litigation holds and electronic data recovery for high profile cases

-Completed audits on a quarterly basis ensuring all previous employees were properly labeled in Active Directory.

-Responsible for the infrastructure’s vision and lead it through the use of management tools like ITSM/ITOM

-Managed vendor software to make sure they stayed current like Microsoft, DNSMadeEasy, Manage Engine Products, GoDaddy, and Cerebus SCI - Services Corporation International 11/19 - 09/22 IT Administrator (Security) - Central Access Management Houston, Texas

-Worked in Corporate IT Security granting access to new users and terminating access to former users

-Created fileshares, security groups, distribution lists, and worked extensively within Active Directory as well as Microsoft Exchange

-Used Heat ticketing system to open, close, update, and track all tickets

-Worked escalation tickets from help desk regarding access issues

-Used Powershell extensively for making changes to employees records, access, status, and information.

-Worked extensively with Microsoft Asure and Okta for appropriating different kinds of access

-Received incoming daily calls on a “Termination Hotline” that was to be used by managers who needed access to be removed immediately.

-Rotated being on call for entire week between other members on team AcariaHealth Pharmacy 4/2014 – 9/2019

Senior Systems/IT Administrator Houston,

Texas

-Supported 15 Specialty Pharmacy/Call Center locations around the US

-Responsible for all hardware computers, monitors, desk phones, laptops, etc.

-Supported call center application called ScriptMed and shipping application called Malvern

-Led team of System Admins with daily assignments, follow ups, and escalations

-Opened/closed tickets using ServiceNow ticketing system

-Assisted with remote users by accessing computers using Logmein and GotoAssist

-Supported conference room TV monitors and Polycom video conferencing software

-Setup VDIs for users on Dell Wyse or iGel thin clients

-Assigned phone extensions/agent IDs through Avaya and added users to Uptivity for call monitoring

-Worked with Microsoft Azure for specific locations that required certain special access

-Supported and worked with Imprivata for multifactor authentication and mobile device management

-Supported remote sales team of 60 users with laptops, iPads, docking stations, monitors, etc.

-Ability to create technical documentation and procedures while maintaining a knowledge base for team members to assist with cross training

-Respond to and provide timely updates to support incident tickets

-Assisted with moving from physical servers to a virtual VMware server farm

-Responsible for assigning tickets to other team members and assisted with escalations when needed

Denver Harbor Clinic 3/2013 – 4/2014

IT Administrator Houston, Texas

-Worked contract as interim over three different clinics

-Completed server backup configuration projects and performed day to day monitoring

-Setup both conference rooms with projector, laptop, and sound system whenever requested

-Added new users to Intelligent finger scan system for time clock punch in/outs

-Added new users to Sevocity software used for electronic medical record and management solutions

-Assisted with all break/fixes for all desktops, laptops, tablets, printers, etc. Brentag, Latin America 8/2013 – 10/2013

Infrastructure Support Engineer Houston, Texas

-Worked full time in datacenter, responsible for redesigning server racks

-Led project and wrote documentation in Microsoft Visio and Word for current setup and also detailed the finished setup

-Re-racked servers, routers, and switches for better usage in racks

-Completely redesigned the networking as well as the cabling to make the server rack more efficient

-Adjusted the power supply in the server racks to make for better utlization Notonsite, Inc. 2/2013 – 8/2013

Systems Engineer Houston, Texas

-Took incoming calls from clients who opened service tickets regarding new requests and service issues.

-Worked in ticket system called Connectwise to open, close, save, or research past inquiries

-Used Kaseya and Teamviewer software to remote onto computers/servers to further assist clients

-Worked extensively in Active Directory and Microsoft Exchange for creating new users or troubleshooting issues

-Extensively worked on configuring/troubleshooting Blackberry, Android, and iOS mobile phones

-Worked on site when needed for upgrading/removing/troubleshooting equipment like computers, printers, switches, routers, or servers Precision Document Solutions 1/2008 – 1/2013

Server Administrator/Hardware Specialist (12/2008 – 1/2013) Houston, Texas

-Monitored all 150 servers and set up an email alerting software

-Performed windows patching updates when necessary manually or through (WSUS) Windows Server Update Services

-Provided hardware maintenance for Dell and HP servers, also supported resolving any issues with Server 2003 or Server 2008

-Responsible for configuring and rack/mounting new servers for all new clientele

-Wrote documentation for all servers and set the standards

-Asset tagged each and every piece of hardware as well as logged the information into a database.

-Built/configured all servers for each client and supported 150 current client servers.

-Had to troubleshoot Active Directory or Microsoft Exchange 2007 whenever an issue would come about

-Lead projects where I converted an entire division of hospitals from physical to a virtual server environment using VMware ESXi 3.5 and Hyper-V.

-Setup Lab with computers using Windows 7, Vista, XP, and some in 64-bit for application testing

-Flew around the country to set up workstations for new solution which included new PC, double monitors, webcam, signature pad, and desktop scanner.

-Supported/trained end users on mobile carts and workstations once live with new solution.

-Worked with Medical Records workers when implementing clinical application that involved HPF codes that were department specific

-Set up Shadow Copy and back up processes for all VM environments

-Responsible for testing of any new devices as well as making final decision on which to purchase

-Had to monitor our interfaced application and ADT to HPF at multiple facilities

-Worked implementations with other interface vendors, facility and corporate IT, as well as facility and corporate HIM

-Worked with HL7 interface datacenters directly whenever server issues came about

-Diagnose and resolve complex configurations/setups and troubleshooting issues within a multi-vendor application infrastructure

-Required to install IIS on all servers to enable to different versions of websites we used which were all assigned specific ports

-Worked extensively with many divisions of HCA, Christus, North Baptist, and many others to name a few.

-Reconfigured SQL Database 2008 for better efficiency on servers

-Expert in installing/supporting fax cards in servers.

-Received all broken devices and shipped them back to manufacturer to be repaired. Also wrote the documentation on this procedure for our company. Helpdesk Specialist (1/2008 – 12/2008)

-Take all incoming calls as Tier One support and open a ticket per call

-Escalate tickets to System Analyst or Manager when appropriate

-Perform quarterly backups on all servers

-Perform quarterly CD deliverables sent out to each client

-Expertise in all HP, Dell, Lexmark, Xerox, Ricoh, Zebra, OKI printers so that we could properly support end users

Medical Research Consultants (MRC) 8/2007 - 12/2007 Intake Clerk Houston, Texas

-Received invoices with plaintiff information and uploaded them into our database called Wisefiles.

-Expertly confirmed the certification of files by adhering to all regulations.

-Worked in the records retrieval department which helped the scanning department by correctly filing all records that were to be scanned.

-Had strict guidelines for adherence to schedule.

Arbitron 8/2006 - 8/2007

Research Market Associate Houston, Texas

-Conducted telephone interviews for survey on CATI system

-Became expertise in overcoming objections and adhered to strict methodology guidelines

-Took outbound calls on predictive dialer averaging 200-300 per day

-Made placement, conversion, and follow-up calls on any given work day

-Followed strict guidelines for script that ensured we always adhered to methodology

-Won numerous monetary gifts for having a high PSR and a high number of placement agrees.

Sprint 11/2003 – 11/2004

General Residence Representative Irving, Texas

-Received inbound calls from customers to inform them on products they didn’t have

-Went over billing questions as well as troubleshot and sold PCS cell phones

-Promoted to handling high priority USAA members and PCS cell phone clients

-Performed ESN, CSA, MDN swaps for all customers with PCS accounts

-Received countless awards for “Outstanding Customer Service,” “Best Close/Sales Ratio,” “Best Individual Adherence & Conformance,” and “Most Monthly Sales.” NTT/Verio Inc. 3/1999 - 4/2003

Network Monitoring Engineer Dallas, Texas

-Troubleshot routers for customers and contacted Telco when troubleshooting circuit

-Highest level of escalation in call center over about 55 techs

-Had special clearance to contact NOC (Network Operations Center) to alert them of any patterns seen on software NetX that possibly depicted one of the main routers being down

-Not required to be in adherence or conformance with schedule

-Received awards and recognition for fewest open cases and exceedingly meeting all close quota ratios on cases

Education:

Texas Southern University August 1996- May 1999

Computer Engineering Major Houston, Texas

University of Houston August 1999- May 2000

Computer Engineering Major Houston, Texas

Cisco Engineering Network Academy at HCC – Technical Diploma Received- November 2007

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