Robert A. Ryan

***** **** ***** *****

Keller, TX 76244

H: 817-***-**** C: 817-***-****

addwjj@r.postjobfree.com

https://www.linkedin.com/in/robertryan343/

Professional Summary:

IT professional with verifiable results performing as an individual contributor or managing an efficient, customer focused team of specialists. Strong commitment to customers’ needs from consulting and procuring to implementing solutions.

Skills:

Incident and ticket management

Problem solving

ITIL v3 Foundation certified

Win/Tel Server

Windows Administration

Project management

Conflict resolution

SOW/RFQ documents

DOD Top Secret Clearance, exp 4/18/2019

Software/System Configuration

Personnel management

Hardware/software troubleshooting

Inventory management

Microsoft Teams Administration

Microsoft 365

Customer Facing

Employment

John Galt Staffing Feb 2019 – May 2020

System Administrator, 30 – 34 hours/week

Augment the Windows Infrastructure Services (WIS) team at Southern Methodist University.

Responsible for Windows server builds, configuration and maintenance.

Work enterprise wide projects involving Windows services.

Assist other administrators with their projects and tasks.

Work ticket queue and respond to requests from members of the WIS team.

Completed an Active Directory upgrade from AD 2012 to AD 2019 on the test environment and assisted in the 2019 upgrade for the production environment.

Assisted in implementing Microsoft Teams enterprise wide and was assigned as the primary Teams administrator.

Worked numerous tickets requesting department email addresses, distribution lists, mailbox size increases and access to shared data while following SMU guidelines.

Windows Server 2016 and 2019 server builds to include database servers, domain controllers, file servers, etc.

Troubleshoot update/patch failures delivered by Microsoft SCCM (System Center Configuration Manager) to various domain controllers, databases and file servers.

Microsoft 365 and Teams administrator.

Selected to attend the Microsoft Ignite conference in Tampa, FL, November, 2019.

TEKsystems Dec 2018 – Feb 2019

System Administrator, 40 – 45 hour/week

Called in for an emergency short term contract to support a local company recover from a severe virus attack. Several hundred servers and workstations were compromised.

Recover affected servers, verify all security patches have been installed, reinstall virus/data protection and then join them to the network.

Spin up new virtual Windows 2008R2 and 2012R2 servers from templates, install all OS and security patches, install virus/data protection and then join them to the network.

Removed damaged servers from the network and label as unstable.

Modis

Consultant/System administrator for AIG, 40 – 55 hours/week Feb 2018 – Oct 2018

Hired by Modis for AIG as a Windows System administrator to support their worldwide IT infrastructure refresh. Responsible for Windows Server 2008r2, 20012r2 and 2016 availability during the refresh process at the various locations. Responsibilities included updating the server network configuration for all Windows servers to bring them in line with AIG standards. During my time at AIG, there were no server outages related to the refresh process.

Provided technical assistance during planning sessions for the selected sites.

Submitted and monitored requests for new IP addresses and DNS updates for affected servers.

Updated IP/network configuration for Windows servers affected by the refresh to include Domain controllers, DHCP, SCCM, File and Print servers.

Verified servers are available via IP address and host name and that all services and resources are available to the end users as new networks are brought online.

At one of the CONUS sites, 4 servers were unavailable. We had been given the wrong TCP/IP information form IP Control. Once the correct IP information was received, I talked onsite local support through the local login for the servers and through updating IP and network configurations bringing all 4 servers back to full operation.

On another occasion at a CONUS site, one of the servers wasn’t responding. Working with the local support and network teams, we found the it had been improperly patched. When the patch was corrected, the server was fully operational.

A server was unavailable after a site had been refreshed and the local executives and managers were convinced the refresh team was responsible. The project manager called and asked that I check the server and bring it back online. The server responded to ping, but I was unable to access it via Remote Desktop Connection (RDC). I logged into the Dell Remote Access Connection (DRAC) for the server and found that it had been updated and needed input to complete the process. Once the process completed, the server restarted and came back online.

Enterprise Operations Center, Classified Government Project Dec 2011 – Feb 2018

Under these three service providers:

1. Xpect Solutions Dec 2015 – Feb 2018

Systems Administrator, Tier 2, 40 hours/week

Hired by Xpect Solutions in the same capacity as the CSC position when the government contract was rebid.

Responsible for server maintenance, Active Directory account maintenance, backups, restores, network troubleshooting and some router maintenance/troubleshooting. Responsible for DHCP maintenance/reservations, DNS edits/troubleshooting and general server monitoring and maintenance.

Continued my responsibilities noted under C.S.C. and added:

Incident Coordinator two days a week to monitor and track critical outages. Assigned critical tickets to the appropriate solver group and monitored the progress to ensure the SLA was met.

Team Lead for Xpect Solutions. Monitor performance of employees and reward or counsel as appropriate. Check timesheets for accuracy and approve when verified.

Trained new employees in the system administrator role. Lead them through the client’s process for Active Directory account setups and management, resource access and server and shared data administration.

Point of contact for physical security incidents.

Troubleshoot hardware (processor, memory, storage array, hard drive) and OS (driver, services, roles) issues in Server 2003, 2008R2 and 2012. All servers are Win/Tel servers.

Use VMware vSphere to access virtual servers and workstations to shutdown/restart systems, clear hung processes and secure the sights when they’re unmanned.

Troubleshoot Network connections using Putty and Cisco Clean Access Manager to reset ports, set/change VLAN, manage/unmanage ports.

Assist customers and troubleshoot Windows 7 from printing problems to local profile failures (including Outlook profiles) to software assistance.

Troubleshot a system outage on a classified network for a critical location to a failed circuit on the backbone network. Notified the primary network group to contact the service provider and open repair order.

Verified, modified, troubleshot AD accounts. Solved numerous individual access issues in Active Directory using Microsoft tools.

Support Microsoft Office 2007, 2010 and 2013.

Monitor server/network activity using commercial and proprietary monitoring tools to intercept server/network outages.

Work with Big Fix/Web Reports to push OS and software updates and for new software installs

Used Symantec Backup for the physical and NetApp for virtual backups and restores.

Follow ITIL v3 processes and procedures for all support and maintenance.

2. CSC, Inc 14 July 2012 – 30 Nov 2015

Systems Administrator, Tier 2, 40 hours/week

Hired from Elevate by CSC as a Systems Administrator on the same government contract. Responsible for server maintenance, Active Directory account maintenance, backups, restores, network troubleshooting and some router maintenance/troubleshooting. Responsible for DHCP maintenance/reservations, DNS edits/troubleshooting and general server monitoring and maintenance.

Troubleshoot hardware (processor, memory, storage array, hard drive) and OS (driver, services, roles) issues in Server 2003 and 2008R2.

Assist customers and troubleshoot Windows XP and Windows 7 from printing problems to local profile failures (including Outlook profiles) to software assistance.

Troubleshot a network outage on a classified network for a critical analysis organization to a failed switch at the remote location. Notified the primary network group to procure a replacement.

Verified, modified, troubleshot AD accounts. Solved numerous individual access issues in Active Directory using

Microsoft tools.

Assisted in a re-IP initiative to standardize the TCP/IP configuration across the 3 production domains; defining a few and setting up many scopes and migrating workstations, printers and servers to the new scheme.

Create/modify/delete DNS entries, troubleshoot DNS services.

Support Microsoft Office 2007.

Monitor server/network activity using commercial and proprietary monitoring tools to intercept server/network outages.

Work with Big Fix/Web Reports, physical and virtual backups.

Follow ITIL v3 processes and procedures for all support and maintenance.

3. Elevate Technology Services Dec 2011 – 13 July 2012

Systems Administrator, Tier 2, 40 hours/week

Contracted to CSC as a Systems Administrator for a government contract supporting the IT infrastructure of one of their largest organizations. Responsible for server maintenance, Active Directory account maintenance, backups, restores, network troubleshooting, some router maintenance/troubleshooting. Responsible DHCP maintenance and reservations, Troubleshoot hardware and software issues in Server 2003 and 2008R2

DNS edits and troubleshooting and general server monitoring and maintenance.

Using proprietary monitoring tools, prevented a critical server outage allowing continued data access for an investigative group

Worked with the Tier 3 Systems group to migrate a primary server cluster to Microsoft Server 2008 R2 from Server 2003.

Worked with the Tier 2 and 3 Network groups to restore connectivity to a classified network for a critical analysis organization.

Verified, modified, troubleshot AD accounts. Solved numerous individual access issues in Active Directory using supplied Microsoft tools and accesses.

Work with Big Fix/Web Reports physical and virtual backups.

First Baptist Church of Colleyville April 2010 – Dec 2011

Director - Campus Operations, 40+ hours/week

Managed the facility and landscape maintenance as well as the IT requirements of First Baptist Church Colleyville. The facilities consist of 100,000 square feet of space spread out over seven building and approximately 25 acres. The IT framework included one enterprise server running Microsoft Server and Exchange 2003 and approximately 40 workstations and portable computers.

Administered, troubleshot and upgraded server running MS Server 2003, Exchange 2003 and Trend Micro protection; 40 workstations; and two MFP’s (Multi-Function printers)

Orchestrated an insurance settlement from hail storm damage acquired in Mar 2009, but never addressed. The payout was over $700,000.

Negotiated for additional work to be done by the roof Contractor, at no additional cost.

Solicited bids on janitorial supplies saving approximately $1000 a year.

Rebid the pest control contract saving $1200 a year.

Managed facilities staff.

First Baptist Church of Colleyville April 2009 – Oct 2009

IT Contract: 35 hours/week

Configured and installed wired and wireless workstations for RDS Advantage electronic check in for all Bible study classes.

Created user and administrator accounts on the RDS server (Windows Server 2003) for workstation access.i

Setup remote monitoring of the security system in the baby classrooms.

LEE TECHNOLOGIES, INC. Sept 2007 – March 2009

Project Manager, 40+ hours/week

Managed data center buildout projects.

Managed budgets including change requests, billing and schedule.

Managed various construction disciplines, including verification work was done on budget, on schedule and in a safe manner.

Wrote proposals, and estimated time, materials and cost of associated projects.

VERIZON COMMUNICATION, Irving, TX April 1999-May 2007

Verizon International, 2000 – 2007

Staff Consultant – Technical Support, 40+ hours/week

Supported the Division IT requirements, including procurement, installation, troubleshoot/repair, integration of hardware, software and LAN/WAN.

Determined CPU, RAM and storage specifications for servers dedicated to International including the server hosting HR Diversity website and the application server.

Configured network resources for simple data and application storage.

Involved in a network switch and wire upgrade saving approximately $50K.

Managed three software rollout projects, with no outages or data loss

Selected for Diversity Council 2004-2005.

Verizon Corporate, 1999 – 2000, 40+ hours/week

Systems Engineer IV – Helpdesk manager for the executive group (600 users). Support ran the gamut from simple hardware problems to complex application issues and end user instruction. Under my management, the call center customer satisfaction rate never fell below 96%.

Collaborated on the hardware requirements (CPU, RAM and storage) for an MS Exchange rollout.

Managed rotating 7x24 support.

Third level support to the Helpdesk for difficult or recurring issues.

Provided feedback and generated reports to manager about Helpdesk accomplishments.

Military

U.S. Air Force, Master Sergeant U.S. Air Force Reserve, Retired 1981- 2003

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