Desktop Support Service

Scott Trout

********@*******.*** 651-***-**** https://www.linkedin.com/in/scottwtrout/

INFORMATION SYSTEMS ANALYST PROFESSIONAL

Accomplished, dedicated and highly knowledgeable Systems Management Analyst, credited with 15-years of progressive responsibility roles to include 13-years as a Lead Systems Management Analyst. Leads as a Subject Matter Expert through technical expertise which includes configuration, administration, support and troubleshooting of MS Windows Server 2003/2008/2012/2016; ESX / ESXi VMware 5.x - 6.X operating systems on HP and Cisco UCS hardware, and monitored system backups for servers across the US and abroad. Offers strengths analyzing, enhancing and supporting business processes spanning across multiple computing environments. Effectively utilizes project methodology and tools to deliver solutions and communicate changes and status. Leads through collaborative communications, recommendations and ensure continuous improvements through igniting team building.

Areas Of Expertise

Requirement Analysis

Project Participation

Disaster Recovery

System Backups

Support Applications Systems

Team Building

Configurations

Quality Assurance

Server Capacity Issues

VMware Esx / Esxi

Windows Server

File Restoration

Problem Solving

Data Protection

Active Directory

Technical Proficiency

Windows Server 2003/2008/2012/2016, HP Server Hardware, Cisco server blades (UCS), SAN attached storage and Boot from SAN, Arcserve; CommVault, Veritas Backup Exec/Netbackup and IBM Tivoli TSM and TSMVE, VMware 5.X – 6.x, HP Service Now; Arcserve. Active Directory Group Policy, Certification COMP TIA A+.

Experience Summary

OPTUM – UNITED HEALTH GROUP, Plymouth MN 2006 – 2019

Systems Management Analyst

Responsible for the availability and performance to more than 70,000 Window Servers, both physical and virtual. Including HP, IBM, Dell, CISCO UCS and NAS hardware. Monitored server backups, and trouble shooted issues and completed restore requests. Provided support for different state healthcare exchange environments. Monitored server health with tools such HP Open-View, SIM, to identify triggers and alerts. Supported the VMware ESXi environment, hosts and guests. Managed server and file / folder permissons with Active Directory Global Groups.

Proactively monitored and participated in resolving Priority 1 or Priority 2 War rooms and addressed critical business restores through TSM, TSMVE, NAS Backups

Supported Windows servers OS 2003/2008/2012/2016 and hardware.

Supported VMware 5.x – 6.x hosts and guests.

Resolved ticket escalations and provided change time of server and provided technical guidance to application and business owners throughout the planned change windows approved though change management

Collaborated with cross functions teams and 3rd party vendors such as HP, Curvature, ATOS, Cisco and VMware

Completed tickets including; Service Requests, Disk Space, Backups, Restores, Server hardware issues, Server OS issues

Communicated with both Data Center and Field sites staff to arrange time of service requirements with application owners, site contacts and vendors to ensure prompt service without delay

Streamlined processes and provided continuous improvements by cultivating relationships with DPS managers and teams

RETAIL EMPLOYEES CREDIT UNION, St. Louis Park, MN, 2005 – 2006

IT Systems Specialist

Executed daily desktop support along with hardware/software installations and maintenance using.Completed Server patching using WSUS. Provided creation and maintenance of technical documentation for users at main office and remote locations. Supported a wide range of applications and Operating Systems including, but not limited to Windows 2000, Windows XP, and Microsoft Office.

Administered 2000 & 2003 Server, adding users and groups using Active Directory providing access to software, and ensuring security of access

Led as a subject matter expert regarding PCs, laptops, printers and peripheral hardware devices, as well as experience with TCP/IP in a LAN/WAN environment

Played integral role in a project to migrate all email accounts to Exchange Server, successfully meeting critical time and quality requirements to minimize service interruption

CIA (CENTRAL INTELLIGENCE AGENCY), Washington, DC, 2003 – 2004

Telecommunication Information Systems Officer

Represented integrity through adherence to strict security and safety policies while providing highly reliable service. Provided installs/removal, configurations, upgrades and modifications. Operated, tested, troubleshot and maintained IT systems in a high security environment. Operated telecommunication and automated information systems, including LAN and WAN systems, and performed preventative maintenance.

Identified and isolated basic equipment/system faults, and implemented alternative procedures or temporary repairs as appropriate to resolve system and equipment problems

Administered 2000 Server, adding users and groups, providing access to software for new or interim employees, and ensuring security of access

Supported and processed messages (email, messaging systems, telephone, facsimile), determining urgency level and prioritizing sensitive content

Education & Certifications

Associate of Applied Science (A.A.S) Microcomputer Support Specialist

St. Paul College, St. Paul, MN

Comp TIA A+ Certification

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