Information Systems Network Administrator

Walter Kneipher

** ********* ***** ** *** * Owings Mills, MD 21117 443-***-**** *********@*****.***

Career Objective

Seeking a position as a Network Administrator utilizing my in-depth knowledge troubleshooting Cisco routers and Windows Server-based networks.

Education

ITT Technical Institute Owings Mills, MD

Graduation Date: December 2013

Bachelor of Science in Information Systems Cyber Security

ITT Technical Institute Owings Mills, MD

Graduation Date: September 2013

Bachelor of Science in Information Systems Security

ITT Technical Institute Owings Mills, MD

Graduation Date: December 2011

Associate of Applied Science, Computer Network Systems

Computer Architecture

Needs Assessment & Project Planning

Operating Systems

Hardware Problem Solving & Testing

Network Systems Management

Network Technology and Service Integration

Introduction to Computer Programming

Network Concepts and Data Communications

TCP/IP Protocols

Application Software Installation

WAN Technology and Application

Web Server Administration

Network Development Project

Professional Experience

October 2023- March 2024

Office of the Comptroller and Currency

Provided remote support for over 500 users in a Windows 10 environment.

Troubleshot Wi-Fi connectivity issues and VPN for remote end users and audio issues via TEAMS.

Used proprietary software to assist in transfer of Data from old computers to new

Performed necessary (manual) software installation and upgrades, when needed, for employee usage.

Documented and resolved end user tickets via ServiceNow ticketing system.

February 2023- August 2023

CMS-HHS Windsor Mills

Provided on-site and remote support for over 500 users in a Windows 10 environment.

Performed imaging for DELL and MAC laptops via a proprietary system.

Troubleshot Wi-Fi connectivity issues and VPN for remote end users and audio issues via TEAMS.

Performed hardware break/fix repairs and software troubleshooting related to Office 365 and upgrades.

Assigned hardware and equipment to new employees.

Performed NEO (New Employee Orientations) for new employees

Performed necessary (manual) software installation and upgrades, when needed, for employee usage.

Documented and resolved end user tickets via ServiceNow ticketing system.

Performed account management related to enabling/disabling accounts and termination for end users.

October 2020- January 2023

VAMHC- Perry Point

IT Specialist

Provided on-site and remote support for over 500 users in a Windows 10 environment.

Performed imaging for DELL and HP desktops and laptops via a proprietary system.

Troubleshot Wi-Fi connectivity issues and VPN for remote end users and audio issues via TEAMS.

Performed hardware break/fix repairs and software troubleshooting related to Office 365 and upgrades.

Assigned hardware and equipment to new employees.

Performed necessary (manual) software installation and upgrades, when needed, for employee usage.

Performed inventory management for all devices and created documentation.

Documented and resolved end user tickets via ServiceNow ticketing system.

Performed account management related to enabling/disabling accounts and termination for end users.

September 2018- June 2020 Oracle Corporation

Technical Services- Sonic

Took overnight calls from Sonic Stores to troubleshoot the following issues:

Audio (headsets and communication with stalls)

Cash Management Software

Acted as first point of contact and communicated with Sales team and HP technicians in the field for product replacement and RAID drive rebuilding via remote services (BOMGAR)

Reporting and Analytics

Troubleshooting Network Connectivity so clients could continue processing sales

provided excellent customer service to Sonic store managers

Troubleshot receipt printer issues including communication print errors and general configuration reroutes if one printer was non functional and needed replacement

Use MOS ticketing system to document cases on a daily basis

Phone calls and emailed clients outbound to resolve issues that could not be fixed on initial call

Communicated with team members via SLACK

July 2016- September 2018 Automatic Data Processing (ADP) Owings Mills Md

Technical Services

Worked with clients creating reports and remoted in via BOMGAR to troubleshoot connection and security setup issues

worked resolutions for cases that were sent to us by lower tiered technicians

performed Password Resets via ADP setup

logged calls via Siebel ticketing systems

communicated with clients for reporting and website configuration issues via email and/or outbound phone calls

provided excellent customer service to clients

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