Michael C Ramsaran

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

Germantown, MD 20874

Cell 410-***-****

adn8rp@r.postjobfree.com

SUMMARY

Highly experienced Information Technology professional seeking to contribute training acquired within various IT related fields. Works well independently, managing others, or a group setting providing all facets of computer support such as troubleshooting, installation, and maintenance. In-depth knowledge and understanding of hardware and software products. Proven ability to deliver outstanding customer service, attention to detail while exceeding departmental targets. Excellent communication, teamwork and analytical skills.

EXPERIENCE

CACI 2019 - Present

System Administrator

Build configure and patch out entire environments through VMware in classified and unclassified environments via VMware.

Utilize Ansible to provide automation and builds using playbooks.

Manage inventory-assets and provide detailed updates to upper management on project status.

Monitoring server event logs and environment through use of SolarWinds and other related tools.

Systems installations including proprietary and third-party vendor solutions.

Patching through SCCM, WSUS and PDQ.

Write scripts using ansible or PowerShell to automate certain processes.

Storage setup and configuration using VDP, VEEAM, and COOP standard practices.

Incident manager tasked with being subject matter expert in all trouble tickets submitted.

Created the first narrative of the knowledge base to circumvent the learning curve of a new contract.

Oversight of daily ticket creation, categorization, and distribution.

A proficient knowledge liaison between teammates and the existing documentation/processes.

MacBook expert for the customers that have Mac based products.

Trainer to pass on processes and procedures to on-boarding team members.

Performs troubleshooting to the end user of the White House and affiliates.

Exchange and Active Directory modifications based on appropriate level of permissions.

Manage mobile assets through AirWatch Mobile Device Management system.

Activate mobile devices to use with Verizon's cellular service.

Work includes on-boarding/off-boarding, break-fix with laptops desktops and admin machines, printers.

Maintain print servers and utilize the functionality to troubleshoot and resolve issues with multi-function devices.

HRGi 2017 – 2019

Network Administrator

Managerial role and overseeing all facets of the Information Technology department directly reporting to CIO.

Oversaw headquarters, remote office and managed information technology staff and other staff,

Trained and provided supervisor responsibilities to interns and other IT staff including time keeping and payroll.

Program/Project manager on many different aspects of the role including planning, executing an monitoring.

Lead Exchange/Domain migration, outlining and executing steps to carry out the cutover.

Configured new domain including file share permissions (logical drive creation), updated MX records, export/import PSTs, updated DNS (internal and external).

Configured DFS data replication and created archive servers managed through VMWare ESXi.

Provides troubleshooting for an internal data center consisting of 2 Cisco 3650 switches, Cisco ASA, 2 Dell PowerEdge r510(one with VMWare and one without).

Maintains NTFS permissions through creating security groups and providing as needed access.

Administers Exchange through Exchange Console and PowerShell, Python and Java.

Creates AD accounts, distribution lists, groups, resources, etc.

Manage certain permissions and accesses using tools such as PSExec, Cjwdev, and Netwrix.

Administers Samba share and open VMS accounts through PowerTerm.

Setup voice and data VLANs on new domain, separating. Network traffic.

Ensures security to the server’s activity via Spiceworks and SolarWinds (SNMP traps and manual).

Monitor network traffic and security through SolarWinds.

Network hardening through GPO’s and reducing accesses such as disabling ports on non-needed devices.

Conducts security patches on VM’s, physical servers and desktops (manual for servers WSUS for desktops).

Conducts weekly Security Awareness through weekly emails labelled “Tech Tips”.

Performed security audits and currently working to obtain Hitrust by applying controls and rewriting security policies.

Implemented Carbon Black and successfully moved all nodes into high enforcement.

Robert Half Technology 2016 - 2017

Systems Administrator

Critical thinking, customer focused Desktop Support Technician that resolves requests quickly and consistently and exceeding performance standards. Analytical and deeply skilled with a troubleshooting background that reflects the highest level of detail oriented and customer support.

Successfully implemented Tier II and Tier III support for fast paced larger corporations.

Effectively provides break/fix and root cause analysis for trending and most up to date equipment-

Microsoft Surface Pro 4, Surface Hub, Click Share, VTC, based on Service Level Agreements.

Maintains and troubleshoots hardware/software within a Virtual Machine/ physical machine

environment.

Creating, updating, and troubleshooting VM pools using VCenter- web and local clients.

Updating VM’s and physical machines using Windows Server Update Services and PDQ.

Creating and distributing RSA tokens using the RSA Administration application.

Activating/ Deactivating LAN ports as part of a routinely scheduled equipment move.

Successfully troubleshoots all areas of hardware and software (third party and internally developed).

Creates scripts to effectively carry out longer interval functions such as installing software/printers/share drives.

Network/Hardware/Software troubleshooting using a variety of techniques and tools.

Creates SOP’s related to how processes are handled and updates documentation.

Trains and manages newly hired employees. Ensures proper handling policies of and procedures.

Tasked with performing Microsoft Surface deployment for large scale department utilizing internal deploy software (LanDesk) and multiple build lists/checklists.

American Geophysical Union 2013 - 2016

Systems Administrator

Lead role provided all facets of support to 100+ employees and had a proven track record of success.

Support included, but not limited to, software modifications, installations, troubleshooting errors or

malicious software, narrowing and solving technical problems such as networking, boot-up, crashed

computers, Servers (VM and physical), Cisco/8x8 phones, printers.

Maintained several servers (File Server, Norton-Antivirus Server, Domain Controller, LINX Server, Exchange Server, and Terminal Server).

Upgraded MS Servers to 2012 on VM and physical device.

Demonstrated excellence in a very fast paced tier II/tier III equivalency support position with major focus on customer support and attention to detail.

The company used many specialized software such as Ultipro, Camtasia, Sharepoint, Microsoft SL, SAGE Office 365, OneDrive. Office 365, Great Plains, system applications with TFS and ADFS.

Daily processes involve troubleshooting this software, among others.

Modified group policies, made changes to Active Directory, Office 365 and maintained servers including the domain controller.

Created local and remote accounts, setup mailboxes, set permissions in AD/Exchange.

Organizational structure was virtual so many operations were handled through Vcenter (VMware).

Used GoToAssist ticketing system to track and remotely access user’s computers.

Solely implemented 8x8 phone system, upgraded laptops to Windows 10, and moved users to Office 365.

Received outstanding ratings and multiple meritorious promotions for outstanding work.

Maintained network VM and physical by monitoring network traffic and troubleshoot servers when malfunctioned.

Setup, maintained, and configured Cisco phones through Cisco Unified Phone System.

Maintained Commvault tape backups using the vendor provided software and physical hardware.

Assisted in setting up and maintaining routers and switches. Activated and deactivated LAN Ports.

Monitored Access Points and network traffic through Cisco and Meraki networking tools.

Restarted devices and troubleshoot faulty networking equipment with various tools and resources.

Used network cable testers to isolate bad network ports, replaced the cabling or further troubleshooting.

Created and maintained email signatures using Exclaimer and Codetwo.

Highly proficient in Mac OSX troubleshooting and optimizations.

Setup a Windows Deployment Server, Acronis images and Symantec. Deployed as needed.

Science Research Applications (SRA) 2011 – 2013

Science Applications International Corporation (SAIC) 2008 – 2011

Service Desk Analyst

Remotely and locally provided technical related support for 10,000+ users in 27 Institutes of the

National Institutes of Health. Provided initial contact for VIPs at the service desk, logged calls, and

either escalated to the appropriate group or resolved the ticket.

Provided client resolutions which included telecommunication requests, email issues, Active

Directory and another device support.

Resolved networking issues such as users not able to access the internet, cannot send email, and inability to login to the computer.

Utilized many researching applications, such as search engines, tech forums, internal knowledge base, and manufacturer’s websites to accurately assist the customer in arriving at a solution.

Conducted performance checks to evaluate conditions of pc hardware.

Assisted customers through remote assistance software, such as Remote Desktop Connection, Windows Remote Assistance, and Microsoft Lync.

Trained new hires on new procedures, troubleshooting, work ethic, and software training.

TOOLS

Angel Phone System, Remedy/GoToAssist/ServiceNow Bomgar, Active Directory, TCP/IP, FTP, computer networking, ITIL, Windows (98/NT/2000/ XP, Vista, Windows 7, Windows 10), Microsoft Office suites, Exchange Server setup and configuration, workstation setup, peripheral setup, PC repair & troubleshooting, Remote Desktop, Citrix, Adobe Acrobat, Altiris(desktop rebuilds), GoToMyPC, Shavlik(push patches and scan)MS Communicator (Remote Assistance), GData, Sophos, VMware(VCenter).

EDUCATION

B.S., Computer and Information Science

Bachelor of Science received – University of Maryland, Adelphi, MD

H.S., General Studies, 2002

Kingston High, Kingston, NY

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