UMA RAM

IT SYSTEMS ENGINEER

Highly accomplished and dedicated technical professional with diversified experience providing support and technical consulting to ensure stability, integrity, and optimal functionality of computer systems. Technical Proficiencies:

Platforms: MS Windows 2008R2/2012/2016, Linux, Apple, VMware, vSphere, Sql Software/Tools: Ghost Server, Altiris, Remedy and Heat Ticketing System, Remote Access Connection, MS-Exchange, Active Directory, Oracle, Mac o/s, Mobile Devices, System Management Tools, ITIL, Agile, File Management, Windows XP/7/8/10, Microsoft Office 2010/2013/16, Outlook, McAfee EPO/Symantec SCCM, Security and Virus, Adobe Professional, Citrix, Service Now, VMware, VLC, C/C+, HTML, Novell, ESRI GIS, Filemaker, Group Policies

Hardware: Laptops/Desktops, Servers, Printers/Scanners/Copiers, Smart Phones, Multi function Printing, Switches, Routers, Hub, Repeaters,

Networking: TCP/IP, DHCP, DNS, WINS, VPN, Direct Access, POP, IMAP, TFTP, FTP, Hubs, Routers, Switches, Bridges, Backups, Recoveries, Connections, Security, LAN/WAN, Token Ring, Bus, Star, Wireless, Mesh, Ethernet

PROFESSIONAL EXPERIENCE

INTEL, FOLSOM, California

Contractor, Temp Feb 2019- Present

General technical support and systems analyst role. Providing On-Call 24x7 365 Support and Server Upgrades & Maintenance. PGE, FAIRFIELD, California

Network Operation Analyst, Temp June 2018- October 2018 Incident/Event Management role, improve restoration procedures to network systems and applications that receive an event notification. Apply Run-book procedures or work instruction steps required for scheduling, monitoring & technical support functions on the network and application interfaces.

• Process routine change requests and work orders. Perform data analysis/trending on the network and applications as per predefined documented procedures.

• Monitor Change Management activities for notification of alarm suppression and post maintenance validations to take place.

• Develop and distribute ongoing notifications for outages in progress as directed by Service Manager or Supervisor.

• Incident Management - Manage timely ticket updates. Use run-book steps for first level break/fix restoration needs. Complete repetitive, basic maintenance activities as requested.

• Event Management - Develop and distribute ongoing updates/notifications for outages in progress as directed by Service Manager/Supervisor. Initiate conference bridges for outages as part of the outage management process CONDUENT, West Sacramento, California

System Administrator, Temp November 2016 – December 2017 Hold full accountability for all aspects of systems infrastructure for this contracted engagement for the Department of Healthcare Services (DHCS). Interface with diverse populations in order to ensure minimal disruption to daily operations, identify and resolve technical malfunctions and offer technical expertise to boost system performance. Plan and coordinate projects; facilitate technical support:

• Played integral role during setup, connectivity, remote access and configuration of VPN to Counties Healthcare

• Consistently monitored connectivity, which ensured optimal performance for system users

• Facilitate, develop and recommend an annual information and technology plan for management approval

• Prepare and submit weekly reports regarding information and technology work activities

• Install, deploy, configure, troubleshoot servers, desktops, printer, storage, databases, backup, and telephony solutions

• Administer and maintain backup servers/systems, disaster recovery and business continuity systems and protocols in accordance with DHCS

• Contribute to the development, testing, evaluation and design of IT standards, systems, infrastructure and solutions

• Implement security solutions, including firewall, anti-virus, and intrusion detection systems

• Provide Tier 1 and 2 support, using Remedy Ticketing System

• Monitor Server connectivity and performance of all networked devices

• Administer MS Server and maintain end user accounts, permissions, and access rights

• Monitor and test network performance and provide network performance statistics and reports

• Recommend, schedule, and perform network improvements, upgrades, and repairs

• Create, update and update document and provide recommendations for software and hardware

• System migration Windows 7 to Windows 10

PHILIPS, Rancho Cordova, California

System Engineer, Temp June 2016 – November 2016

Ensuring the day-to-day operation of server and client backups, management of SCCM, complex installation, configuration and upgrade tasks, and some process planning and documentation. Image new desktops and laptops.

• Provide support to clients on office automation, mobile devices, laptops and desktop

• Windows migration, install software, provide Tier 1 support break and fix

• Research, diagnose, troubleshoot and identify solutions to resolve customer issues

• Provide prompt and accurate feedback to customers

• Perform troubleshooting analysis of servers, workstations and associated systems

• Resolve customer concerns rose during installation, operation maintenance or product State of California, Transportation – 1120 N Street, Sacramento, CA 95814 Sr IT Service Desk August 2011 – June 2015

Responsible for managing IT Staff and operation of IT Service Desk provide daily activities of assigned resources to ensure clients receive effective and timely resolution of all issues in compliance with the Service Level Agreement:

• Oversee daily volume of tickets generated from client prioritize tickets across all clients to ensure timely resolution of issues with highest impact on clients

• Responsible for developing and documenting processes and procedures particularly in a SLA driven environment

• Participate in resource management meetings on a weekly basis to identify resource-requirements across the department and to ensure optimal productivity levels are achieved by all technical resources each week

• Provide Service Desk performance indicators for quality assurance in support of customer facing performance indicators and present them to management

• System Administrator for Heat ticketing system

• Proactively manage communications pertaining to technical support, operations, changes, outages, and issues in a timely, professional manner or RDP

• Provide Tier 1 support via phone

• Regularly communicate service performance levels to key stakeholders, including Project Executives, Operations Manager, and Interface Manager

• Serve as key point of contact for all matters related to the Service Desk, including: implementation of Service Desk strategy and initiatives, client and/ or account team escalations

• Provide Service Desk matrix reports productivity

• Manage 24x7 off hours IT calendar and participate in coverage

• MDM Administrator, approve and recommend all IT Hardware and Software procurement including mobile devices and

• Supervise Team Leads, assigning duties and preparing and delivering performance reviews

• Manage resources, hiring, developing, and retaining high-performing staff

• Achieve Service Desk’s Mission, Visions and Values for client requirements

• Responsible for all Human Resource activity at the Service Desk Caltrans, Information Technology, Imaging and Deployment Project Manager, System Engineer March 2008 – August 2011 Primary responsibilities include creating, documenting, maintaining and executing scalable, high performance automated test coverage solutions. Have a passion for replicable, structured approaches to automated testing and a desire to collaborate with senior application architects and developers in the creation of automation solutions that other development team members can contribute to independently:

• Project Manager in ongoing collaborative development, improvement, implementation and adoption of automation test solutions, test data and test result reporting.

• Oversee the acquisition, deployment, and support of all computer hardware, desktop software, and mobile... devices across the enterprise

• Leader in migration to new technologies, evaluate processing performance related to machine utilization and reliability, and forecast financial impact of IT needs

• Create, document, maintain, extend and execute automation test coverage in close coordination with developers and other SQA team members.

• Manage and deploy application images on software and mobile devices

• Collaborated with users on test automation of software build and deployment processes

• Work with team members to analyze project requirements with the goal of increasing automated testability and decreasing risk

• Provide Project report and worked as part of the team to develop processes for effective monitoring and reporting results of automation test cycle

• Provide and manage resources for testing automation, training and support other team members

• Communicate and support all project-related information in a timely and professional manner as dictated by team need and testing processes

• Coordinate automated testing for and participate in release activities

• Perform tests installed software for glitches detection and driver compatibilities

• Hardware and system migration Windows XP to Windows 7

• Provide Tier 1/2 support to clients

Caltrans, Transportation Planning and Model Program Systems/Network Administrator January 2001 - March 2008

• Research, procure, maintain, monitor, secure, configure and update all installed systems, network hardware and software

• Troubleshoots application related issues, such as networking and connectivity problems along with performance issues

• Performs network and systems assessments when needed or requested. Serves as a liaison with vendors for problem resolution and trending technologies

• Develop methodology for ongoing assessment of database/application performance, and identifies problem areas

• Uses tools to collect and analyze statistical data. Implement solutions and optimizations

• Documents potential issues and proactively responds to ensure the highest levels of systems and infrastructure

• Design, develop, install, and maintain operating systems, utilities, and applications software on computing systems

• Design, configure, implement, and maintain system security strategies, policies, and procedures

• Establish software/hardware standards and systems policies and procedures

• Engage in long-term strategic planning with regard to systems development and integration

• Perform capacity planning for system configuration, software services, network services, load distribution, and service interrelationships among computer systems

• Provide Tier 1 support to clients on software and hardware

• Project leader on large-scale computing projects in which strong technical, directional, and personal leadership

• Manage vendor relationships, procure new hardware and maintain software maintenance agreements with vendors

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