It Infrastructure Customer Service

Lawrence Atuana

Baltimore, MD

Phone: 240-***-****

Email: ***********@*****.***

Resume Summary

Experienced IT System Administrator and Security Manager with over 5 years of experience in IT infrastructure operations, system administration, and security management. Proficient at identifying and documenting system bugs, providing technical support and troubleshooting, and achieving a 99.9% first-call resolution rate. Adept at managing servers, storage, software applications, and ensuring data backup and integrity, system failover, and recovery. Successfully managed over 100 support tickets monthly, collaborating with QA and development teams for prompt bug fixes. Recognized for excellent customer service skills and anticipated to graduate in Spring 2025.

Professional Experience

IT/Security Manager

Arch Systems LLC, Baltimore, MD

February 2020 – Present

Managed IT Infrastructure Operations: Supported daily IT infrastructure operations, ensuring the management of servers, storage, software applications, peripherals, and related equipment.

Lifecycle Sustainment: Supported lifecycle sustainment and refresh projects for local and enterprise IT infrastructure, systems, and services for the agency.

System Administration Activities: Planned and implemented system administration activities, developed processes and procedures, resource estimates, and identified project interdependencies.

Technical Assistance and Security Guidance: Provided technical assistance and security guidance in infrastructure O&M, data backup & integrity, system failover, and recovery across primary and secondary facilities.

Team Collaboration: Served on work groups and project teams to execute IT projects.

IT Specialist

Unique Health Cli

November 2018-February 2020

System Operations: Managed IT systems, ensuring effective operation of servers, software applications, and storage solutions.

Configuration Management: Planned, implemented, tracked, and evaluated configuration/requirement changes across the enterprise and organizations.

Test and Evaluation: Conducted IT test and evaluation during design, development, procurement, and implementation to ensure internal and external requirements were met.

Client Support: Provided exceptional customer service by resolving technical issues, assisting with IT requirements, and ensuring client satisfaction.

Education

Bachelor of cybersecurity in Information Technology

UMGC, Adelphi, MD

GPA: 3.75

Certifications

CompTIA Security+

Microsoft Technology Associate (MTA)

CompTIA Network+

ITIL V4

Skills

Attention to Detail: Thorough and conscientious in completing work assignments.

Customer Service: Committed to providing high-quality products and services to clients.

Oral Communication: Effective communicator with the ability to present information clearly to both technical and non-technical audiences.

Problem Solving: Skilled in identifying problems, determining accuracy and relevance of information, and generating solutions.

Professional Affiliations

Member, Information Systems Audit and Control Association (ISACA)

CISSP Discussion Forum

References

Available upon request.

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