System Administrator
Resume:
Jessica J. Houston
Converse, TX *****
Email: **********@*****.***
Skills
Accountability
Azure Active Directory
Cisco
Command Line Scripting
Communication
Decision Making
Detail Oriented
Domain Naming System
GovDelivery
Heat Ticketing
HyperTextMarkupLanguage
Java
Jira
LAN
Lynx
Linux
macOS
Managed Service Providers
Microsoft Excel
Microsoft Word
Power Apps
Power BI
Python
RDP
Samanage
ServiceNow (Snow)
SharePoint Online
SolarWinds
SQL
Strong Work Ethic
Time management
VOIP
VPN
WAN
Windows
Experience
Huntington Ingalls Industries (HII), San Antonio TX
System Administrator September 2020 – January 2024
Answered high volume calls regarding account issues
Managed Active Directory Accounts
Managed and maintained file servers
Setup new government official accounts
Employed latest security protocols
Installed and updated software
Maintained and used Microsoft Exchange Online
Provided support for Microsoft Office 365 Suite applications
Used Microsoft Powershell for automation
Developed high quality instruction manuals for various technical procedures in easy-to-read language
Used technical expertise to collaborate with internal teams to articulate bulletins to update users on issues
Identified and resolved problems through root cause analysis and research
Edited and maintained Knowledge Base “how to” and “frequently asked questions” for staff support
Assisted in the upkeep of SharePoint Online documents
Performed after-hours emergency monitoring and escalation
Bakkavor USA, San Antonio TX
IT Technician III August 2019 – September 2020
●Served as level 3 technical support for entire plant of roughly 75 computers and 3 Xerox/1 Brother printer onsite, and 6 locations remotely.
●Answered calls and provided white glove service over the phone regarding password changes
●Validated results and performed quality assurance for accuracy of data
●Managed Active Directory accounts
●Managed file system security
●Managed Office365
●Ensured cloud backups successfully completed
●Troubleshot Cisco VPN
●Performed wireless and cable network troubleshooting
●Remained a point of contact with vendors
●Created and sent purchase orders for supplies and equipment
●Managed various IT databases as well onsite equipment inventory
●Troubleshot, managed, supported, and modified Microsoft InTune environments
●Performed system analysis, documentation, testing, and implementation for user support
Cognosante, Nashville TN
IT Technical Service Desk Analyst II November 2018 – August 2019
Analyzed customer needs and implement customer SharePoint solutions via call center telephone
Microsoft certification
Successfully showed the ability to work effectively and efficiently under strict timelines
Gained experience with server virtualization, storage, and networking
Displayed strong troubleshooting skills in a Windows environment
Provided onsite and remote technical support
Maintained a professional demeanor at all times
Reimaged HP and DELL laptops as well as desktops
Performed wireless and cable network troubleshooting
Applied Health Analytics, Nashville TN
Sr. Helpdesk Support Specialist August 2016 – October 2018
Demonstrated ability to handle varying responsibilities by “wearing many hats” effortlessly
Responded to incoming calls and emails focusing on quality and efficiency
Assisted users with creating and updating passwords
Responsible for troubleshooting technical issues with company app on computer and phone operating systems including Apple IOS, Windows, and Android
Worked closely with front end developers to better company applications
Demonstrated ability to successfully walk end users through difficult technical problems while using simplistic grade school language to solve problem together
Maintained current and advance knowledge of bIQ software platform
Employed a high degree of attention to detail to ensure accuracy when inputting or scanning data from biometric forms as well as survey booklets into software platform and performs quality control on entered data
Prepared personal health reports from data collected from biometric forms and surveys from patients. Performed quality assurance of the health reports and shipped reports to employer to pass to employees.
Consistently met and exceeded productivity and quality standards.
Maintained confidentiality and adherence to HIPAA regulations.
Computer Science Corporation, Nashville, TN
Sr. Customer Service Rep March 2015 – July 2016
Assisted customers with filing and processing insurance claims by phone
Responsible for timely processing of payments and claims
Performed data entry
Asurion, Nashville, TN
Premier Support Specialist July 2014 – February 2015
Troubleshot technical issues on devices that run computer and phone operating systems including but not limited to Android, Blackberry, Apple IOS and windows.
Used active listening to identify and probing questions to understand root causes of customer issues
Inspected equipment, assessed functionality and optimized controls
Provided customer appropriate troubleshooting steps to assist customer in resolving issues
Partnered with customers to help improve their experiences by suggesting applications and settings appropriate to their skill level
Prided myself on going above and beyond to exceed customer expectations and address all concerns.
Education
Trident University, Cypress, California
Masters of Science Computer Science (CyberSecurity)
January 2022
Trident University, Cypress, California
Bachelor of Computer Science (CyberSecurity)
December 2019
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