Customer Service System Administrator

Professional Summary

Experienced and dedicated Linux System Administrator with a strong background in end-user support, scripting, and cloud platform management. Proven ability to handle a variety of tasks including hardware unblocking, virtual desktop management, batch health maintenance, and CI/CD pipeline support. Committed to delivering exceptional customer service and stakeholder support, ensuring smooth and efficient system operations.

Core Competencies

Proficient in Linux command line operations (ls, cp, mv, df, du, chown, chmod)

Solid understanding of computer components (storage, memory, CPU)

Expertise in Bash and Python scripting

Skilled in providing end-user technical support

Knowledgeable in cloud platforms (AWS, Azure, Google Cloud Platform)

Experience with Jenkins CI/CD and Git version control systems

Professional Experience

California Department of Public Health, Information Technology Services Division

Systems Support Analyst Nov 2020–Present

Offer comprehensive maintenance and operation (M&O) as well as product life cycle support services for existing management information systems (MIS) systems, platforms, services, technologies, and tools.

Guarantee the maintenance and optimal operation of critical online system services and architecture, including system interfaces, web services, end-of-day batch processes, backups and recovery procedures, restoration protocols, failover mechanisms, clustering configurations, replication strategies, and certificate management, as well as extract transform load (ETL) processes.

Evaluate current service monitoring tools, system health checks, and alert systems; make updates as required and create new health checks to enhance operations, while utilizing scripting tools and platforms such as Microsoft Log Analytics, Power BI, PowerShell, JavaScript, and VBScript for this purpose.

Execute and finalize maintenance and operation (M&O) work utilizing the section's array of technology tools, platforms, and programming languages, which include .NET framework, VB.NET, ASP.NET, Python, F5, DNS, LDAP, Active Directory, Power Designer, Cherwell, Visio, ServiceNow, and Team Foundation Services.

Ensure up-to-date and supported enterprise tools, applications, and programs utilized in the environments.

Determine, investigate, and suggest replacement solutions as needed, while engaging in meetings and project discussions.

Acquire expertise in industry technologies, practices, and trends, while making recommendations to management regarding the adoption of new tools, platforms, processes, and procedures to enhance service delivery and operational efficiencies.

Contribute as a team member in responding to production incidents and calls, while carrying out impact assessments, technical troubleshooting, research and analysis, and mitigating and resolving issues to restore service.

Implement large level validation (LLV) and establish automation for system reports utilizing PowerShell.

Maintain coordination of installation operations for SSL certificates, while conducting ACL audits for user accounts utilizing PowerShell.

Centene Corporation, HealthNet Build-C Rancho Cordova, CA

System Support Analyst/Administrator Nov 2018–Nov 2020

Exemplify technical expertise in carrying out various functions, troubleshooting, and operations, which entails the following:

Asset tracking for laptop and desktop utilizing Absolute and SNOW license asset manager to provide support for our IT Security Department;

Troubleshooting, training, and configuration support for virtual desktop interface (VDI) Citrix applications across various OS, including Windows and macOS;

Data backups for users before migrating to the new Windows 10 Centene image;

BIOS updates to facilitate SCCM imaging and address Spectre security-related concerns; and

Training sessions for employees and customers on the utilization of various applications and operating systems.

Employ the OSI 7 Layer model to perform troubleshooting steps for network issues when a device fails to obtain an IP address, identifying and addressing the root cause of the problem.

Furnish Dell technical support with troubleshooting procedures and documentation of steps to substantiate the need for hardware repairs.

Collaborate with Windows Bitlocker technology, operating in tandem with Trusted Platform Module (TPM), to implement OS Win 10 encryption for securing Centene's data assets.

Uphold Centene's security policies by initiating the refresh of new assets via the SCCM imaging tool, ensuring compliance through proper channels and facilitating remote access to Centene's networked devices.

Build network drive connections across domains using the net use command in the command prompt and the Mount network drive feature within Windows operating systems and macOS.

Maintain inventory compliance to ensure accurate asset tracking and management.

Foster strong relationships with managers across departments to gain insights into employee productivity, and based on feedback, deliver tailored training and support to customers.

Use the ServiceNow ticketing system daily for ticket monitoring and query-building to monitor productivity effectively.

Facilitate diverse training programs, such as TTK, Dishon, Kfir, and script writing training of golden configuring

Intel Folsom, CA

Systems Administrator Mar 2018–Jun 2018

Held responsible for installing CPU, SSD Drive, and DIMM on the CRB platform prior to conducting stress tests.

Addressed issues with customer reference boards (CRB) during the initial setup phase.

Deployed APSE PC host software removal and installation as part of test preparation.

Utilized Norton Ghost to image DC3 units, featuring EMMC, NVMe, or SATA interfaces.

Visualized CC4 units using the Norton Ghost Suite through an external drive source containing the CC4 image.

Intel Folsom, CA

Senior Systems Test Engineer Jul 2017–Jan 2018

Administered IP addressable PDUs to facilitate remote power management through both command line and web interface.

Diagnosed issues with Intel-based servers featuring NVMe DualPort Drive configurations on diverse operating systems, including Windows Server 2012R2, 2016, RHEL7.x, SUSE 12, CentOS7.x, and Ubuntu 14.x.,

Managed Intel Optane and other Enterprise NVMe storage devices.

Conducted comprehensive automated and manual testing on NVMe drives, covering aspects such as I/O stress, PowerLoss, system cycling, and feature-specific assessments to ensure drive health and firmware readiness for deployment.

Carried out installation of various operating systems, including CentOS, Ubuntu, and Windows 2016 as well as configuration of network settings and resolution to DHCP and DNS issues as they arose.

Collaborated with engineers and colleagues to troubleshoot and resolve intricate technical and product-related challenges.

Installed server OS through PXE boot, and tested and calibrated electronic devices including TLA/LA and Fluke instruments.

MicroSemi Corporation via Superior Group Roseville, CA

System Administration Support II Mar 2017–Jul 2017

Assembled servers running Cent OS, including configuration of system settings and networking parameters such as proxy settings and drive partitioning.

Conducted testing of NVMe and NVRAM devices to Mt. Ramon and Mt. Carmel, providing detailed reports to engineers and managing inventory of devices and tools, while configuring network and power devices such as PDUs and routers.

Addressed network issues through systematic troubleshooting methodologies.

Education

AAS

Heald 2003

Certifications

None

Technical Skills

Operating Systems: Linux (Ubuntu, CentOS, Red Hat)

Scripting Languages: Bash, Python

Cloud Platforms: AWS, Azure, Google Cloud Platform

CI/CD Tools: Jenkins, Git, Gerrit

Version Control Systems: Git

Storage Solutions: NFS, Filestore

Other Tools: Docker, Kubernetes, Ansible

References

Available upon request.

Conclusion

With a comprehensive background in Linux system administration and a keen focus on providing exceptional customer and stakeholder support, I am well-equipped to manage and maintain complex IT environments. My experience with scripting, cloud platforms, and CI/CD pipelines, combined with my dedication to continuous improvement, positions me as a valuable asset to any technical team

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