Sheryl D. Thompson Cell: 972-***-****

Fort Worth, TX 76120 E-Mail: ad1u4m@r.postjobfree.com

“Systems Engineer”

Summary: “Technical Expert” known for meeting deliverables”

Professional Profile - Extensive experience in Systems and Server Administration in the following areas below:

Microsoft Operating Systems: Windows 98/NT/2000/XP/Windows 7/10

Mac OS: High Sierra, Mojave & Catalina

Microsoft Servers: Windows Server 2000/2003/2008 R2/2012 R2/2016/2019

Microsoft Azure

Microsoft Exchange Management & EAC (Exchange Administration Console)

Microsoft Lync>>Skype for Business (Administrator Console)

Microsoft Yammer Enterprise Support

RightFax Server Support

Active Directory Services

Expert knowledge of Xerox Multifunction Printers

Extensive Technical Documentation

Excellent Technical Vendor Relations Liaison

Excellent Servant Leadership w/great oral and written communication

Software: ServiceNow, Microsoft Office 365/Teams, Microsoft Office 2000-2010, PrinterLogic Print Solution, ITG-PPM Governance – (Change Control), VMware Web Client, PowerShell 4.0., BMC Remedy, Identity Mgmt. (IDM), Track-IT, Heat HD, Lotus Notes, Expedition 7.0, JD Edwards, Citrix, VB 6.0., Terminal Server and Clarify.

Hardware: Dell, IBM, HP, Dell Personal Computers, Workstations, Computer External Peripherals – scanners, fax/modems, HP/Canon. All Xerox MFP model types other hardware devices such as, routers, switches, and modems.

Education: University of Maryland, Baltimore County, Major: Computer Science

Liberty University, Psychology/Counseling (In Progress, Completion – June 2024)

Training: Microsoft Training, PowerShell for the IT Administrator

Microsoft Training, Installing & Configuring Windows Server 2012/2016

Microsoft Training, Administering Windows Server 2012/2016

Microsoft Training, Configuring Advanced Windows Server 2012/2016

Microsoft Training, Azure Fundamentals/2020-2022

Microsoft Training, Azure Cloud Infrastructure Support/2020-2022

MacOS Training/2021

TEKsystems/7-Eleven, Inc. (Dallas, TX) December 2006 – July 2022

Systems Engineer/Corporate Server Support

Managed (7) critical areas: requires consistent collaboration with various infrastructure teams and customers to manage effectively – extensive account administration in AD, server administration/MACs (move, add changes) in ServiceNow (Service Delivery Mgmt.), heavy corporate & remote printer management, Azure Cloud Infrastructure Support, Team Liaison, technical documentation, and Special Projects.

Account Administration - maintained employee/contractor, consultant and vendor related accounts in AD and Identity Mgmt. admin tools, daily. Account management, OU restructuring, ADSI modifications, Exchange Admin Center, and virtual environment (VMware Web Client– setup VMs, managing storage, onboarding/decommission of servers). Manageability of Corporate Server Database records for accuracy and consistency.

Server Admin/SDM - troubleshoot and support various 2nd/3rd level technical server/client issues in ServiceNow, from internal & external customers across (8) domains in our LAN/WAN environment. Managing Team Round Robin, Incident, Requests/Approvals, Server build requests, delivery & workflow of Server Team queue case load and SLA compliance. Maintained accuracy of Server Team KB articles in ServiceNow.

Corporate/Remote Site Printer Administration – extensive printer support extending from

7-Eleven’s Headquarters, consisting of 475+ MFPs along with other remote sites across the US (Zone & RMO locations). Network printer installations and deployment projects, new setup configuration (TCP/IP, SMTP, LPR/LPD, LDAP, DNS, NTP, Scan to E-mail and Scan to Network/File Repository, Network Accounting & Authentication) software resets, coordination of replacement units, managing driver software library, migration of new software and secure printing for classified and sensitive data. Provided RightFax server setup and support. Extensive printer management in PrinterLogic software. Supported Executive Corporate and Remote staff with MacOS printing needs.

Azure Cloud Infrastructure – performed server builds, account management within Azure Active Directory, managing Resource Groups (add/remove users), administration of built-in roles & permissions (owner/contributor/reader) between subscriptions, create and manage virtual machines, manage certificates, resize, and space allocation support etc.

Team Communication & Governance Liaison - I served as the head Liaison between 3 main Infrastructure Teams, Server, Network, and the Telcom teams. I was the contact person for the Help Desk Team, Zone Site Executive Admins., Site Coordinators, RMO (Regional Meeting Office) Admins and vendor related business partners, Enterprise wide. Those meetings discussed pertinent issues that affected day-to-day operations in effort to remain in compliance with business processes. With SLA Management guidelines met. This keeps continuity of communication well-maintained. For 7 years, I performed the duties as the company’s Change Control Manager. These weekly responsibilities consisted of preparing and supporting individuals, teams, and external vendors in making organizational changes in efforts of maintaining infrastructure optimization and audit compliance.

Technical Documentation – maintained changes that heavily impacted business critical and operational needs. Included: network/group/personal share structures, user accounts (life cycle mgmt.), team escalation processes and procedures for server infrastructure changes and onboarding and server decommissioning processes.

Special Projects – worked with multiple Senior Project Managers, Sr. level groups, Sr. Directors, Technical Leads & Supervisors/Dept. & Division. Mgrs. on how to organize & govern their group shares with optimization. Taught instructional classes on how to reduce space allotment on servers which supported increased retention management. I orchestrated and supported (8) printer deployments, working diligently with several Project Mgrs.

ACS /Disney World (Orlando, FL) - ACS/(Dallas, TX) May 2006 – November 2006 (Contractor)

Level III LAN Support Analyst

Provided customer/client support (heavy call volume) for various internal/external customers within the ACS/Disney region on ACD System.

Resolved problems, monitored problem ticket queues, completed work as assigned by upper-level analysts and supervisors. Provided extensive support for 2 teams: Port & Critical Response Team (promoted to Critical Response Team Leadership within 8 weeks). Managed apps, network protocols, LAN issues governed by SLA’s. Performed hardware diagnostics, software installs, coordinated repairs, installs & major printer support. Port & Critical Response Team Duties: SAP support, reset Service Center & portal accounts, apps such as: GEMS, CSS, AD (LAN & Exchange accts), add Citrix groups & Exchange tasks. Handled 1st/2nd level POS/Matra, AD accounts in BES.

Managed apps such as: AS/400-Rumba Mainframe, Qterm Unisys Access, Disney Sys, WDIG-NLINE/WAVE accts, Svc. Ctr. accts, Matra Back-office support.

Quality Assured Services – (Orlando, FL) October 2005 - April 2006

LAN Support Engineer

Provided support to (4) locations in the Central Florida area, corporate, NOC & (2) remote sites. LAN/desktop support; via Windows 2000 & XP, AD, new user accts, MS Exchange tasks, hard/software workstation setup, laptops, printers & other MFD’s. Assisted in management & utilization of hardware & software asset control.

RAS support w/minimal supervision in secure environment. Reported PerfMon activity on servers, maintenance (patches), LAN Guard network security/intrusion mgmt. Provided moderate support (20) servers, assisted with the backup system.

Handled an average of 40+ calls per day in a high-performance environment. With first call resolution; escalated issues within an expedient manner.

Documented in ticketing system, tracked open issues, provided excellent follow-up & status updates to customers.

Orange County Public Schools – Deerwood Elementary (Orlando, FL) Dec. 2004 – October 2005

Sr. Technology Support Analyst

Provided technical assistance, software installs, network, and pc’s. Performed duties: troubleshooting, tech support & training. LAN, TCP/IP, Router/Switch/Hub support as well as web page maintenance. File/Print server mgmt.; pc imaging, technical resource for department site-based staff and personnel.

Set up new workstations, printers, scanners & other peripherals; relocated equipment for the school and tracked inventory. Installed & configured drivers & created system security records. Maintained site-based networks & labs, initiated problem-solving methods. Provided software training to department staff. Conducted CST training, while assisting users in the labs. Purchased hardware/software and maintained a database of technical equipment.

Lockheed Martin (Orlando, FL) Dec. 2003 –Dec. 2004 (Contractor)

PC II Technical Analyst

Provided support in the Enterprise Svc. Center for the Aeronautics Div. Supported over 2,500 external customers from remote sites (Georgia, Texas & California). Performed problem analysis/resolution w/automated tools; Multi-Platform Action Response Systems (MARS), Unix commands & remote tools via Netware consoles & network analysis methods.

Provided resolution of desktop apps in Windows 2000/XP and MAC/ UNIX environments. Supported various apps, network protocols, LAN problems, adhered to SLA’s. Performed hardware diagnostics, software installs, coordinated repairs, test machines & printers. Liaison for data transfer systems & implementation; mentored & coached team.

Beers Skanska (Orlando, FL) May 2001 – Oct. 2002

Sr. Systems Analyst

Provided software/hardware support, network connectivity for 225 + internal/external customers, to include other remote employees in a LAN/WAN environment. Moderate travel, (field technical support) to various jobsites, i.e., Orlando, Jacksonville and Miami to upper-level management, Executive VP staff.

Installed software/hardware; configuration, VPN and re-imaging desktop/laptop workstations. Computer setup & maintenance of user accounts in Windows 2000 network environment, OU re-structuring in AD. Router & hub support.

Managed software/hardware inventory of all workstations. Was responsible for all Nextel telephone support company wide, processed regular and repair orders, setup, programming, partial billing, maintained database and distribution of equipment.

Federal Government Affiliation

US Armed Forces – United States Army (1980-1990) Medical Specialist (Promotable)

Ketron Division of Bionetics Corporation – US Dept. of Defense (DoD) Executive Administrator

US Dept. of Veterans Affairs – Baltimore Regional Office, Office of the Director – Sr. Executive Administrator

Previous Security Clearance

Top Secret (partial)

Secret (full)

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