Customer Service Support

A. Keith Miller

*** * ******* **. ***.* Denver, Co 80218 adjpgb@r.postjobfree.com 970-***-****

INFORMATION TECHNOLOGY PROFESSIONAL

Solution-oriented problem solver with a strong work ethic, dedicated to building successful partnerships and providing reliable and friendly user-support while consistently exceeding customer expectations. Enjoy working in a challenging environment for a progressive organization.

DESKTOP SUPPORT ● SYSTEM ADMINISTRATION ● SERVER MANAGEMENT

VENDOR MANAGEMENT ● BUSINESS COMMUNICATION

PROFESSIONAL EXPERIENCE

Swanson Rink

Systems Administrator April 2019 - Present

Primary support for all engineering related desktop and server/client applications (Autodesk AEC Collection, miscellaneous add ins), o365, Teams, Azure AD, Exchange Online as well as as many other desktop software applications – Desktop imaging using SmartDeploy

Windows Server build/deployment, maintenance (windows server 2008, 2012, 2016, 2019)…Hyper V / Physical

Deploy/maintain ruckus wifi

Configure/manage/maintain Avaya voip phone system

Corporate backup system management (ShadowProtect-ExaBlox/BackupExec)

Print server configuration/mgmt.

Manage and maintain active directory, DNS, DHCP, Group Policy

Audio/Video configuration/support

Network configuration/mgmt. (Recently forklift upgraded random switching infrastructure with Aruba 3810M/2930M core/edge)

Fortigate firewall management – including IPSEC, SSL VPNs and EMS

GoToMeeting and MS Teams

KACE 1000 appliance mgmt. for asset mgmt., helpdesk ticketing, software package deployment, and OS/application patching

Crowdstrike AV deployment/mgmt

CHRISTIAN LIVING COMMUNITIES Nov. 2014-April 2019

System Administrator

Primary support for hosted Exchange

Tier III escalation point for helpdesk issues

Manage and maintain Active Directory/Group Policy/DHCP/DNS as well as all Windows file/print servers (2003 and 2012)

Manage and maintain Aruba wireless network (mobility 3600 controller utilizing AP93 and AP215 access points) as well as AdTran and HP switch infrastructure

Establish and retain relationships with all vendors, (cabling, hardware, contracted support personnel) as well as internal customers.

Manage and maintain Data Domain DD620/DD2200 deduplication storage devices

Configure, manage, and maintain corporate backups using BackupExec 2015

Configure and manage Mitel 3300 VOIP Phone system for residents (analog)and admin staff (IP)

Configure, manage and maintain Watchguard and Sonicwall Firewalls

Deploy & Maintain ESET Endpoint Antivirus using the ESET Remote Administrator

Manage and maintain the Kaseya helpdesk ticketing system so that the helpdesk personnel can perform their duties efficiently and effectively

AirWatch mobile device management system

Supports and participates in Security Incident Response and Disaster Recovery activities

Long view Systems, Denver, Colorado (Based at Group Publishing in Loveland, Colorado) Feb. 2011-Nov.2014

Systems Consultant

Managed/maintained the following applications and hardware: Microsoft Exchange 2003 and 2010, Open Text RightFax, TrendMicro AntiVirus, Quest Archive Manager for Exchange, Backup Exec 2010, user accounts and permissions (Active Directory), Group Policy, WordPress, Quest Message Stats, Promise Raid Arrays (iSCSI NAS), NetApp SnapManager for Exchange, SSL management/application, BMC Footprints, DNS/DHCP, Unitrends Backup Appliance, Watchguard Firewall (XTM810)policy/port management, and miscellaneous others. Deploy/Configure Windows Server 2003/2008 for multiple uses (web, sql, file, print, etc)

Build and deploy servers in VMWare, IIS 6 & 7, SQL server 2008/2012, and perform other application management.

Researched, recommended, implemented, and managed a new backup solution (Unitrends), for Group Publishing, to ensure backup jobs were consistently and successfully running, ensuring valuable data was backed up and accurate restores were possible.

Partner with Long View staff in Denver and Loveland to research best practices to implement for our clients.

Group Publishing, Inc., Loveland, Colorado (2006–2011)

Systems Administrator 2010-2011

Managed Microsoft Exchange 2003, Captaris RightFax, TrendMicro AntiVirus, Archive Manager for Exchange, User Accounts and Permissions (Active Directory), WordPress, Quest Message Stats and the servers they reside on, Promise Raid Arrays (iSCSI NAS), and miscellaneous other applications and hardware.

Built and deployed servers in VMWare.

Senior Support Analyst 2006-2009

Provided Tier 2 and Tier 3 support for all 250 users, including desktops/laptops/AV equipment and copiers.

Researched and purchased most productive, efficient, and cost effective solutions for all computer needs (desktop, laptop, monitors and projectors).

Provided superb customer service while always prioritizing needs of the organization, department, and employees.

Maintained library of images for a wide range of hardware (MPC, HP, Omnitech, IBM)utilizing Symantec Ghost.

Maintained inventory of ink, toner, drum cartridges, waste toner bottles, etc. for our large fleet of copiers

Coordinated all repairs of said devices through relationships with Xerox, Konica Minolta, and Lanier.

Harrington Cancer Center, Amarillo, Texas 2004-2005

Help desk Technician

Provided Tier 1 support (hardware and software) for all desktops/laptops/AV equipment and printers/copiers.

Assisted network manager with networking duties as assigned.

Managed the CA Antivirus and URL filtering software.

Coordinated all-in warranty repairs with IBM (we were a 100% IBM shop) and copier vendors.

EDUCATION

Associate of Applied Science, Networking 2005

Amarillo College Amarillo, Texas

CERTIFICATIONS AND TRAINING

ITIL V3 Foundations certified

Completed the Cisco Networking Academy at Amarillo College

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