Customer Service Project Management

Donald Owsley

Career Summary

Donald Owsley is an IT professional with over 28 years of experience in hardware and software troubleshooting, project management, and extensive expertise as a Systems and Network Administrator/Engineer. He is adept at business consulting, management, and sales with a solid understanding of the IT industry. He has demonstrated the ability to tackle new challenges and effectively multitask. He is also known for keen attention to detail, innovative thinking, and a collaborative approach as a team player. He has a proven track record of providing exceptional customer service and maintaining strong client relations. Donald excels in troubleshooting, installation, migrations and configuration, delivering results even under pressure and within tight deadlines.

Highlights:

Administrated Office 365, Azure, One Drive and SharePoint migrated accounts from Lotus Notes

Migrated from Lotus Notes to Office 365

Worked with phone group to migrate each user from Cisco Jabber to Teams to use for phone calls

Served as Domain Admin and Teams Administrator supporting all AD Office 365, Teams, and SharePoint

Served as lead point person on migration project from former EMC Clarion SAN to new IBM XIV SAN

Built Windows servers 2016 to 2022 in VMware and create snapshots

SCCM, WSUS Windows Clusters

Technical Skills

Software

Windows Server 2003 to 2022, Windows Desktop 3.0 to 11 Office 365, Active Directory, AWS, AutoCAD, Microsoft Exchange 5.5, Commvault, Checkpoint, VMware, Microsoft IIS, Vormetric\CipherTrust, SharePoint, WatchGuard, Cisco I.O.S, Citrix, Microsoft Teams, Azure, Net Screen, Microsoft Office Pro, Symantec, McAfee EPO, Novell Netware 3.0-6.0, WordPerfect, Novell GroupWise, All Desktop Applications

Networking Topologies / Protocols

Fast Ethernet, ATM, OSPF, PPP, Token Ring, TCP/IP, Frame Relay, ISDN, Arcnet, IPX/SPX, T1/T3/DS3, DSL

Hardware

Servers, Switches, Routers, Firewalls, Cisco, Intel, McAfee Webshield, Symantec, NetBackup, Automate, All Computer Systems, Vormetric

Professional Accomplishments

AAA Life Insurance October 2010 to Present

System Engineer

Built Vormetric/CipherTrust encryption and set guard points to encrypt data

Built Windows servers 2016 to 2022

Installed Windows 11 and supported it. And every version of windows prior.

Built excess of 100 failover Windows clusters and at least 50 always on Windows clusters worked with SQL team to setup SQL cluster and tested failover and troubleshoot cluster errors.

Patched Windows servers monthly after patch Tuesday using SCCM and WSUS

Installed Commvault backup administrator to backup and add new servers to backup schedule

Set up and supported RightFax application

Administrated Office 365, Azure, One Drive and SharePoint migrated accounts from Lotus Notes

Served as Domain Admin and Teams Administrator supporting all AD Office 365, Teams, and SharePoint

Migrated from Lotus Notes to Office 365

Gave all O365 users E3 license later upgraded to E5 license

Worked with phone group to migrate each user from Cisco Jabber to Teams to use for phone calls

Set up access rights to Teams

Set up Azure Active directory connect to sync targeted OU’s to Office365

When user left company, removed E3 or E5 license and delete mailbox unless company request to keep mailbox then convert mailbox to shared then remove license

Created new accounts and gave rights to mailboxes

Worked with Cloud Engineers to sync groups from AD to AWS and BI Reports

Supported more than an 800-user network

Resolved security problems within the network from quarterly audit scans

Installed and supported Windows 2019 and 2022 operating systems

Managed Symantec and Carbon Black antivirus

Installed Help System’s Automate program to setup schedules, move and transfer files

Built Windows servers in VMware and create snapshots

Applied monthly windows patches to all windows servers, using SCCM

Set up SFTP applications and accounts to transfer encrypted files to banks and vendors

Installed and supported the TAI Reinsurance program

Set up and supported Sage and FSI finance application

Resolved user application and Windows Server trouble tickets

Served as lead point person on migration project from former EMC Clarion SAN to new IBM XIV SAN

Assignment at Oxford Schools September 2010 to November 2010

Systems Administrator

Supported Windows 2003 and 2008 operating systems

Created user ID’s and assigned network security

Supported Exchange email system

Installed and supported various school applications

Maintained backup system

Worked with teachers and students to resolve computer and network-related problems

Assignment at Henry Ford Health Systems August 2010 to September 2010

Senior System Engineer

Installed 38 HP Wintel servers

Installed Windows operating systems

Installed and configured various applications

Connected new fiber optic cables

Assignment at DTE Energy March 2010 to August 2010

Server/System Engineer

Installed and supported Windows 2008/2003 servers

Assisted with install of new EMC SAN and NAS

Supported Citrix XP farm

Supported ESX VMware environment

Set up Uptime software to monitor the server’s uptime by pinging servers and monitoring Windows services

Monitored CPU performance and disk space utilization

Set up new NetBackup server and tape library and migrated policies from NetBackup server

Aditya Birla Minacs September 2004 to November 2009

Senior Systems Administrator/Business Objects Administrator

Held responsible for day-to-day support of Microsoft Windows 2003 network support servers

Created and terminated user accounts; granted rights to network shares, and modified group policies to lock down workstation settings

Managed Microsoft Exchange 2003 server

Supported VMWare virtualization solutions for developers in India offices

Installed cluster of Business Objects XI 3.1 servers to create user accounts, grant rights, install updates to servers and workstations, and perform daily backups

Administrated Veritas NetBackup to run daily reports, create new policies, add servers, and modified policies to include and exclude files and folders

Used Admin Studio to create MSI installations

Migrated from Zenworks to LANDesk export and created new apps to deploy applications

Used Big Fix to deploy applications, created reports on specific computer settings and installed applications

Set up McAfee EPO server to automate anti-virus updates and monitored network for virus threats

Set up McAfee Webshield and Intrushield to filter email for spam

Installed and supported SQL

Used Quest NDS Migrator to migrate from Netware NDS to Windows Active Directory 2003 and Lotus Notes to Exchange 2003

St. Fabian School August 2003 to October 2010

Technology Coordinator

Held solely responsible for the ordering and maintenance of equipment, infrastructure, training of teachers and staff, and incorporating technology in all areas of K-8 curriculum

As the technology coordinator, held responsible for the school, parish, and Christian Formation program IT needs

Established and/or maintained network security

Maintained software library and necessary documentation to include, but not limited to, network wiring, hardware, and software

Installed and supported Backup Exec.

Developed and maintained network procedures to ensure regular system backups on a timely basis

Facilitated the use of existing and emerging technology by staff and students including interactive video, CD-ROM, instructional television, and telecommunications

Followed troubleshooting procedures for hardware and software

Maintained hardware and arranged for timely repair

oMaintained repair history and file server performance statistics

Worked long side school technology committee to create a budget: finalized and forwarded budget recommendations to school administration

Installed and terminated Meridian phones

Environment: MS Windows 2003, MS Exchange 2003 AIX, LAN/WAN, DB2, COBOL, Symantec Firewall, Dell switches Concord tool to track Bandwidth use, CICS2, DNS HTML

Computer Data December 2000 to August 2004

Senior System Engineer/Primary Technician

Installed and supported Windows 2000 and Windows 2003 Servers, and Active Directory

Consulted with customers and evaluated what computer/server needs were the priority

Designed efficient and secure networks including server workstations and firewalls

Installed backup solutions, anti-virus software, and disaster recovery solutions

Engaged security procedures to lockdown network and prevent intruder and virus attacks

Enabled remote support capabilities to provide faster support issues

Installed and supported all aspects of Novell and Microsoft networks

Designed and installed infrastructures involving all aspects of switches, routers, and servers

Purchased necessary parts from vendors for pending jobs

TS Connect, Inc. April 2000 to November 2001

Partner

TS Connect, Inc. competed in the marketplace as a small but aggressive firm which targeted the small to mid-size company. This corporation was unique in that its employees had to be flexible, multi-tasked, and technologically advanced individuals to accomplish the diversity of the job in a highly competitive market.

Management

oIncreased revenue by 40% by motivating and leading sales staff through a comprehensive pre-sales support program and by spearheading all sales presentations

oManaged a six-person technical staff by coordinating and overseeing all projects

oHired, trained, and mentored all new employees

oImplemented training courses for technical support staff to continue education and to keep up to date with current technology

Design & Technology

oInstalled and supported Windows 2000 servers and Active Directory

oConsulted with and made recommendations for all customers including Fortune 500 clientele on initial network installations

oInstalled and supported all aspects of Novell and Microsoft networks

oInstalled and managed firewalls including setting up VPN access

oInitiated various backup/restore and disaster recovery solutions

oDesigned and installed infrastructures consisting of CAT 5 cabling, all aspects of switches, routers, and servers

oImplemented WAN redundancy and security measures for infrastructures

oPerformed audits and discovery processes

oDeveloped and mediated web sites of web development staff

oOversaw web hosting processes

Advanced Network Solutions, Inc. June 1996 to April 2000

Senior System Engineer

Installed and supported Windows NT and Windows 2000 servers and Active Directory

Used Quest NDS Migrator to migrate Several Clients from Netware NDS to Windows Active Directory

Provided pre and post-technical support for Fortune 500 clientele including servers and infrastructure

Installed the first ATM backbone in Michigan at Washtenaw Community College

Managed day-to-day operations of the internal network

Held responsible for pre-sales support on several key customer accounts

Installed and supported all aspects of Novell and Microsoft networks

Performed audits

Initiated various backup/restore and disaster recovery solutions

Initiated team work ethic among engineering staff

Installed and supported Extreme Networks switches

Education/Certifications

Novell CNE

Hewlett-Packard

Apple

3Com

IBM

Microsoft Certified

Compaq

A+

NetFrame

Toshiba Windows Servers

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