Support Specialist Service Delivery
Resume:
WILLIAM F. ZAVIS
***************@*******.*** (Primary)
*******@*****.***
Chicago, Illinois 60652
Home 773-***-****
Mobile 872-***-**** (Primary)
Help Desk Support / Desktop Support Specialist / Tier1, Tier2 and Tier3
QUALIFICATION SUMMARY
20 plus of IT experience with expertise covering Project Management, Engineering, Installing, Configuring, Implementing, Testing and Supporting of Windows NT, Windows 2000, Windows XP, Windows Vista, Windows 2007 RC, Windows 7 and Windows 10, Windows Server 2003, Windows Server 2008, Windows Server 2012, VMWare and Microsoft Virtual Server (32 and 64 bit) Workstation and Server environments, as well as Microsoft Office 2016 / 2013 / 2010 / 2007 / 2003 / 2000 / XP, Office 365 providing ITIL (Information Technology Infrastructure Library) Best Practices within the organization and the significance of ITSM (IT Service Management) within IT Infrastructure.
Data Center Operations / Data Center Management / Data Center Support spanning 4000+ servers and the delivery of High-Availability (HA) systems in a complex production / pre-production / development environment
oSupervised / monitored ticket queue and worked tickets according to severity level and SLAs.
oAggressively troubleshot Hardware / Software and maintained consistent uptime
oCabling, Cable Management, and Connectivity testing: Hardwire and Fiber Fluke, LANTest, Tone Generator and Probe
oPlanned and coordinated new deployments, including space, power and network resources
oOversaw assets, inventory and compliance
Expertise in NDS Administration, Active Directory (AD), LAN / WAN Infrastructure, TCP/IP and IPX / SPX
Experienced with network infrastructure and Cisco PIX, Cisco Routers, Hubs and Switches (including Dell Network Appliances, as well as 3rd party)
Proficient with configuring and troubleshooting networks, dialup and connectivity issues
Application, Server, and Network Migration
Provided support via phone, email, chats, live conferencing, and Live chat.
Expertise in Project and Problem Management
Able to rapidly absorb and implement new technologies and procedures
Personal strengths include excellent technical, organizational and interpersonal skills, strong written and verbal communication skills
TECHNICAL SKILLS
Microsoft Windows (Windows 10, Windows 8, Windows 7, Windows 2007 RC, Vista, Windows XP, Windows 2003, Windows 2000, Windows NT, Windows ME, Windows 98, 95) (Both 32 and 64 bit)
Microsoft Windows Server 2000 / 2003 / 2008 / 2008 R2 / 2012 / 2016 (32 and 64 bit) (PDC, BDC, DHCP, DNS, VPN, NAT, WINS, BIOS, Active Directory, Protocol Disbursement, Terminal Services, Batch Files, Group Policies, Registry, System Drivers)
UNIX / Linux (Redhat and SuSE)
Novell Netware (Versions 3.x thru 6.x)
Microsoft System Center
VMWare and ESX (4.0, 3.51, 3.5, 3.0)
Microsoft Virtual Server and Microsoft Hyper-V
Microsoft SharePoint Server 2003
Microsoft Windows Professional (Domain / SQL / VPN Connectivity, MS-DOS, Registry, BIOS, System Drivers)
Remote Access, Skype, Web Chat Support
Microsoft Project Manager
PowerShell
HP (Open View, Insight Manager)
Solarwinds
Peregrine, Remedy, Service Now, ITSM, Cherwell, Heat, and Issue Trak (Problem / Change Management)
Microsoft Internet Information Server (IIS) (versions 4.0, 5.0, 6.0)
ASP.NET (1.1, 2.0)
Microsoft Office (365 /2016 / 2013 / 2010 / 2007 / 2003 / XP / 2000 / 97)
Microsoft Office 365
Microsoft Exchange / Outlook (365 /2016 / 2013 / 2010 / 2007 / 2003 / XP / 2000 / 97)
Microsoft SQL Server (2008 / 2005 / 2003)
Document Management (Hummingbird DM)
Litigation Software Suite(s)
Microsoft Dynamic CRM
Lotus Domino / Notes (8.x, 7.x)
VPN Connectivity (Cisco, Nortel, Checkpoint, Windows)
Wireless Networking
Citrix (Server and Client)
Visio (2016 / 2013 / 2010 / 2007)
Auto CAD / CAD LT/2000 and DesignCAD
Proprietary Software, Epic Array of 3rd Party Software Experience (Firewalls, Sniffers, Anti-Viruses, Monitoring Tools, Cracks, Proxy Servers, etc)
Veritas, NetBackup, ARCserve, BackupExec, TSM (Tivoli Storage Manager)
LDAP
PC Anywhere, DameWare
Anti-Virus / Spyware Software: McAfee, Symantec, AVG, Malawarebytes, Bitdefender, including several others
EDUCATION & CREDENTIALS
Mathematics and Computer Science, University of Illinois, Champaign / Urbana, Illinois
ITIL Foundation (Information Technology Infrastructure Library)
Windows Small Business Server 2008
PROFESSIONAL EXPERIENCE
Note: After a layoff due to re-orgs at Winston & Strawn, I took time to care for my grandson while his father was on Military deployment. I am now available again and ready to make an impact for your
organization.
Dakkota Integreted Systems / Fasttek Corporation– IT Administrator (Contract) March 2022 October 2022
Perform complex installations and Configurations of desktops, laptops, mobile devices, and associated Peripherals and related Software.
Data Center and Server Room Operations.
Lead teams in the performance of onsite Service delivery (e.g., Updates, Configuration changes, or Software installations, Break Fix activities, Desk Side Support, Data Migration, Refreshes).
Provide lead technical assistance to both computers and plant machines to End Users.
Liaise with and support Dakkota C Level Executives.
Resolve escalated Service delivery issues, including communicating Service delivery issues to the appropriate internal stakeholders, and Support communications to the field force from the business liaisons regarding Service delivery issues.
Used Trak It ticketing system.
Provide IT support for disaster recovery and emergency response activities in the event of emergency situations in office and in plant.
Provide On-call support if required outside business hours (12 hour days Monday through Friday).
AAmazing IT / Compucom – Lead Desktop/Network Engineer Nov 2021 to March 2022
Tiers I, II and III Support / Lead Desktop/Network Engineer (Contract/Project) for Compucom
Lead Desktop/Network Engineer / IT Lead for 80 Teammates over the Amita Health Care System, (this included travel).
Act as a lead technician in the performance of onsite Support activities.
Perform complex installations and Configurations of desktops, laptops, mobile devices, and associated Peripherals and related Software.
Team Lead in Data Center Operations.
Lead teams in the performance of onsite Service delivery (e.g., Updates, Configuration changes, or Software installations, Break Fix activities, Desk Side Support, Data Migration, Refreshes).
Lead teams in the performance of IMACDs.
Provide lead technical assistance to End Users.
Liaise with and support AMITA Health Executives.
Resolve escalated Service delivery issues, including communicating Service delivery issues to the appropriate internal stakeholders, and Support communications to the field force from the business liaisons regarding Service delivery issues.
Used Visio for collaboration
Provide IT support for disaster recovery and emergency response activities in the event of emergency situations at local sites.
Provide On-call support if required outside business hours on a rotational basis
Hospital equipment related to IT should be handled as part of project
HCL America / Amita Hospital System/AGM – Lead Desktop/Network Engineer July 2020 to Nov 2021
Tier I, II and III Support / Lead Desktop/Network Engineer (Contract/Project) for Amita
Lead Desktop/Network Engineer / IT Lead utilizing ServiceNow to handle any and all tickets remotely
Act as a lead technician in the performance of onsite Support activities.
Perform complex installations and Configurations of desktops, laptops, mobile devices, and associated Peripherals and related Software.
Team Lead in Data Center Operations.
Lead teams in the performance of onsite Service delivery (e.g., Updates, Configuration changes, or Software installations, Break Fix activities, Desk Side Support, Data Migration, Refreshes).
Lead teams in the performance of IMACDs.
Provide lead technical assistance to End Users.
Liaise with and support AMITA Health Executives.
Resolve escalated Service delivery issues, including communicating Service delivery issues to the appropriate internal stakeholders, and Support communications to the field force from the business liaisons regarding Service delivery issues.
Used Visio for collaboration
Provide IT support for disaster recovery and emergency response activities in the event of emergency situations at local sites.
Provide On-call support if required outside business hours on a rotational basis
Hospital equipment related to IT should be handled as part of project
RUSH Medical Center / Kelly Mitchell – Chicago, Illinois September 2019 to June 2020
Tier I, II and III Support/Technical Specialist (Short Term Contract)
Provided phone and deskside support for all RUSH related medical entities on a Global basis
Provided Levels I, II, and III support to troubleshoot deployment issues, desktop software conflicts and client health issues though phone, email, and ticketing systems.
Hardware Support
oDesktops, Laptops, Printers, Mobile Phones, iPads
Software Support
Provided support via phone, email, chats, live conferencing, and Live chat.
Team Lead in Data Center Operations.
Deployed Windows workstation utilizing SCCM.
EPIC Support (Medical/Hospital Specific Software)
Visio Support
Citrix Support
oThin Clients
Network Support
oIP addresses issues
oDetermining if it’s a network or computer issue
oTroubleshooting
oTrace routes
Provided knowledge and experience of Windows 7 and 10 Operating Systems
Provided knowledge and experience with Office 365 and Microsoft Exchange
Performed cross platform audits of Active Directory (AD) objects and user permissions.
Managed User Accounts on Windows NT and Windows 2012 Platform (Creation, Deletion, Permissions, and VPN Access).
Developed organizational units in Active Directory (AD) and managed user security with group policies.
Created and maintained email addresses and distribution lists in MS Exchange
Provided excellent EUC customer service support
Managed Desktop Device and Application (hardware, software and connectivity) incidents through to resolution.
Managed IMAC and desk side support services along with teammates (KIOSK).
Managed hard and soft break fix services for laptops and desktops along with teammates.
Provided standard and approved hardware and software (operating systems and standard office applications) support and maintenance on Desktop (Field Users) Devices for their entire lifecycle (including the remote management of Desktop Devices using appropriate tools).
Supported, Managed, Optimized and Maintained the configuration and installation of the Desktop/Laptop environment, to include, but not limited to, patch updates, hardware replacements, with spares provided by vendor.
Utilized Service management tool – Service Now
Utilized EUC tools, remote support tools, MS office and Outlook.
Utilized VPN and provide mobile device support.
Ensured that each Desktop Device is installed with the appropriate Desktop image.
Managed Desktop Devices (hardware and software) incidents through to resolution.
HCL America / Verizon – Cluster Lead Manager - Schaumburg, Illinois March 2019 To September 2019
Tier I, II and III Support / Team Lead for Illinois and Georgia
Cluster Lead/ IT Lead for 25 Teammates over the Illinois and Georgia States, (this included travel).
Hardware Support
oDesktops, Laptops, Printers, Mobile Phones, iPads
Software Support
Provided support via phone, email, chats, live conferencing and Live chat.
Deployed Windows workstation and Server patches utilizing SCCM.
Provided Levels I, II, and III support to troubleshoot deployment issues, desktop software conflicts and client health issues.
Smart Hands and feet support
oNetwork and Server devices
Non-Technical Support
Provided knowledge and experience of Windows 10 Operating System
Provided knowledge and experience with Office 365 and Microsoft Exchange
Performed cross platform audits of Active Directory (AD) objects and user permissions.
Managed User Accounts on Windows NT and Windows 2012 Platform (Creation, Deletion, Permissions, and VPN Access).
Developed organizational units in Active Directory (AD) and managed user security with group policies.
Used Windows PowerShell to automate tasks and simplifying configuration
Created and maintained email addresses and distribution lists in MS Exchange
Provided excellent EUC customer service support
Managed Desktop Devices as Cluster Lead for teammates (hardware, software, and connectivity) incidents through to resolution.
Managed IMAC and desk side support services along with teammates.
Managed hard and soft break fix services for laptops and desktops along with teammates.
Provided standard and approved hardware and software (operating systems and standard office applications) support and maintenance on Desktop (Field Users) Devices for their entire lifecycle (including the remote management of Desktop Devices using appropriate tools).
Supported, Managed, Optimized and Maintained the configuration and installation of the Desktop, to include, but not limited to, patch updates, hardware replacements, with spares provided by vendor.
Utilized Service management tool – Service Now
Utilized EUC tools, remote support tools, MS office and Outlook.
Utilized VPN and provide mobile device support.
Ensured that each Desktop Device is installed with the appropriate Desktop image.
Managed Desktop Devices (hardware and software) incidents through to resolution.
Monitored security profiles and anti-virus software on all Desktop Devices and took appropriate action in the event of non-compliance with security requirements.
Provided VIP support for Desk side issues
Obtained MS Office 2010 certification.
Utilization of ITIL processes of Incident, Change, Problem, Service Request and related activities like spare and buffer stock management
Utilized AD and smart hands and feet support.
Utilized knowledge in Networking and smart hands and feet support a long with all serve rooms at corporate
Supported MAC devices and tablets
Utilized SCCM tool – to push images (Win10)
Utilized Active directory, Asset Management, PO, to created daily reports.
Ingredion at Argo - EUC Desktop Engineer - Bedford Park, Illinois
Tier I, II and III Support Analyst/IT Support Specialist/Short Term Contract September 2018 – March 2019
Hardware Support
oDesktops, Laptops, Printers, Mobile Phones, iPads
Software Support
Deployed Windows workstation and Server patches utilizing SCCM.
Provided Levels I, II, and III support to troubleshoot deployment issues, desktop software conflicts and client health issues
Smart Hands and feet support
oNetwork and Server devices
oProvided support via phone, email, chats, live conferencing and Live chat.
Non-Technical Support
3-4 years of experience in Onsite support
Provided knowledge and experience of windows XP/7/8 OS
Provided excellent EUC customer service support
Managed Desktop Devices (hardware, software and connectivity) incidents through to resolution.
Managed IMAC and desk side support services.
Managed hard and soft break fix services for laptops and desktops.
Provided standard and approved hardware and software (operating systems and standard office applications) support and maintenance on Desktop (Field Users) Devices for their entire lifecycle (including the remote management of Desktop Devices using appropriate tools).
Supported, Managed, Optimized and Maintained the configuration and installation of the Desktop, to include, but not limited to, patch updates, hardware replacements, with spares provided by vendor.
Utilized Service management tool – Remedy
Utilized EUC tools, remote support tools, MS office and outlook.
Utilized VPN, and provide mobile device support.
Ensured that each Desktop Device is installed with the appropriate Desktop image.
Managed Desktop Devices (hardware and software) incidents through to resolution.
Monitored security profiles and anti-virus software on all Desktop Devices and took appropriate action in the event of non-compliance with security requirements
Provided VIP support for Desk side issues
Obtained Dell certification
Utilization of ITIL processes of Incident, Change, Problem, Service Request and related activities like spare and buffer stock management
Utilized AD and smart hands and feet support.
Used Windows PowerShell to automate tasks and simplifying configuration
Utilized knowledge in Networking and smart hands and feet support.
Supported MAC devices and tablets
Utilized SCCM tool – to push images (Win10)
Utilized Active directory, Asset Management, PO, to created daily reports.
Eddie Bauer (Encore Consulting)
Tier I and II Support Analyst/ Security Support Technician June 2018-September 2018
Short Term Contract
PRINCIPAL DUTIES AND RESPONSIBILITIES:
Log/resolve Help Desk contacts (calls, emails, walk-ins, voicemail) regarding:
Network Connectivity
PC, mac, printer and mobile hardware support
Application support
Audio visual requests
Ad hoc requests
Account creation and password resets
Supports, Windows 7, and Windows 10 Platforms including migration (Windows 7, Windows 10, Office 2010 – 2016-Office 365)
Promptly refer unresolved issues to 2nd level support
Utilized Active Directory to support end user community
Promptly refers urgent issues to the Help Desk Team Lead
Remote Office and Remote End User Support
Provided on-site system support and remote access via VPN, RDP, Citrix, and UAG
Monitor own open call log to ensure prompt resolution
Mobile Device Support (Blackberry, Smartphone(s), iPad/iPhone)
Utilize products in place (HEAT software) to monitor incidents and create daily reports
Special Project and Support
Provided support 24/7
Booth School of Business at the University of Chicago
Tier I and II Support Analyst/IT Support Specialist/Short Term Contract April 2018 – June 2018
Short Term Contract
PRINCIPAL DUTIES AND RESPONSIBILITIES:
Log/resolve Help Desk contacts (calls, emails, walk-ins, voicemail) regarding:
Network Connectivity
PC, mac, printer, and mobile hardware support
Application support
Audio visual requests
Ad hoc requests
Account creation and password resets
Supports, Windows 7, and Windows 10 Platforms including migration (Windows 7, Windows 10, Office 2010 – 2016-Office 365)
Promptly refer unresolved issues to 2nd level support
Utilized Active Directory to support end user community
Promptly refers urgent issues to the Help Desk Team Lead
Remote Office and Remote End User Support
Provided on-site system support and remote access via VPN, RDP, Citrix, and UAG
Monitor own open call log to ensure prompt resolution
Mobile Device Support (Blackberry, Smartphone(s), iPad/iPhone)
Utilize products in place (HEAT software) to monitor incidents and create daily reports
Special Project and Support
Provided support 24/7
Winston & Strawn, LLP (Chicago, IL)
Tier I and II Support Analyst/Technician/Trainer for Global Law Firm June 2012 – June 2017
Provided phone and deskside support for all legal entities on a Global basis
Supports Windows XP, Windows 7, and Windows 10 Platforms including migration (Windows XP – Windows 7 Windows 10, Office 2007 – 2010 - 2016)
Provided Citrix Support
Deployed Windows workstation and Server patches utilizing SCCM, version 2012.
Provided Levels I, II, and III support to troubleshoot deployment issues, desktop software conflicts and client health issues
Utilized Active Directory and Exchange Administration to support end user community.
Used Windows PowerShell to automate tasks and simplifying configuration
Provided knowledge and experience of Windows, Windows 10 Operating System
Provided knowledge and experience with Office 365 and Microsoft Exchange
Performed cross platform audits of Active Directory (AD) objects and user permissions.
Managed User Accounts on Windows NT and Windows 2012 Platform (Creation, Deletion, Permissions, and VPN Access).
Developed organizational units in Active Directory (AD) and managed user security with group policies.
Created and maintained email addresses and distribution lists in MS Exchange
Supported multiple litigation support software packages including eDOCS Document Management and iManage
Remote Office and Remote End User Support
Rolled out newly imaged desktops, laptops and printers while renaming and applying a new IP address schema
Provided on-site system support and remote access via VPN, RDP, Citrix, and UAG
Follow up Support and Training for Partners, Attorneys (Associates) and Executive Assistants (Support Staff)
Mobile Device Support (Blackberry, Smartphone(s), iPad/iPhone)
Provided after hours On Call Support
Special Project and Support
Provided support 24/7
Exit Realty-The Covenant Group (Cleveland, OH)
Relative Owned Builder/Realtor, Cleveland, Tennessee (Onsite/Remote Consultant) January 2012 – June 2012
Technical Support Specialist – Part Time
Upgraded Office Systems (Tennessee, Georgia and Kentucky)
-Servers, Desktop/Laptops, Connectivity Points
Updated Vendor relationships, contracts, licenses
Migrated and Consolidated Offices (Network, Application, and Data)
Facilitated and Streamlined the Business Continuity Plan
Remote Office and Remote End User Support
-Documentation and Visio Diagrams
Trained staff on updates - systems and software
Note: From October 2003 thru December 2011 every position was worked under one umbrella for one consulting company: Pomeroy IT out of Hebron, Kentucky.
Nestle (NUSA) Pizza Division (Northbrook, IL)
Lead IT Coordinator (Consultant) November 2010 – December 2011
Central Zone Lead IT Coordinator with Nestle (NUSA) Pizza Division
Logistics: Purchasing through Deployment for 250 user laptop and 2000 user remote base
Facilitated and Streamlined the Business Continuity Plans for both Disaster Recovery and IT Structure (Pizza Division Specific/Factory Automation)
oUpdating/Testing Division specific applications
oDisaster Recovery checklist
oCall Tree (Corporate/ Division/ Vendor)
oCompleted successful Corporate based DR exercise (First Year Implementation)
Maintained and administered inherited Server 2003 environment
Engineered, installed and configured Windows 2003 Factory Automation Server (FAS) environment
oCable Connectivity Testing (Fluke and Tone Generator and Probe)
Nestle liaison for all vendor related technical projects (BT T1/T3 upgrade, Cisco Telepresence, etc.)
Migrated Kraft to Nestle IT Infrastructure (Network, Applications, and Data)
Migrated computer and printer IP address schema during move from Kraft Pizza Division
Ran Support hub out of Pizza Division Headquarters (Northbrook, IL.)
Managed team of 5 Desk Side Support Specialist
Developed and monitored policies and standards of allocation and use of office automation equipment and resources
Supported (3) Direct Support Delivery (DSD) and (2) Plant sites (Medford and Little Chute WI.)
Remote Office and Remote End User Support
System Admin for MAC’s (AD and Alcatel-Lucent IP Phone System)
Interacted with the end-user and Leadership Team on a weekly basis to fine tune support and customer service
Provided support 24/7
Special Project Manager
AGCS / IBM (Chicago, IL)
Network Engineer / Desk Side Manager / NA Technical Team Lead (Consultant) December 2009 – November 2010
North America Technical Team Lead with Global Insurance Company (AGCS - Allianz Global Corporate & Specialty) in addition to being technical liaison to the international community which currently includes the United Kingdom, Germany, Mexico and Brazil
Reported directly to AGCS NA CIO and AGCS NA IT Management team
Created AGCS Lenovo Laptop Image for Marine Transition utilizing Acronis
Logistics Purchasing through Deployment for 450 user laptop and 180 user thin client roll out
North America Tour which included transitioning of Fireman’s Fund Marine Team to AGCS
oSet up of remote office connectivity both Wired and Wireless Connectivity Testing (Wire and Fiber)
oMigrated VPN in Remote Offices from Fireman’s Fund to AGCS Network
oRefreshed user base with new equipment (Laptops and Printers)
oTrained user base
Ran Support hub out of AGCS NA Headquarters
Supported (2) Home Office user base sites which included 350 users (Marine and non-Marine)
Migrated and Consolidated Chicago Offices (Network, Application, and Data) and renamed and applied new IP Addresses
Remote Office and Remote End User Support
Network Connectivity Support (SolarWinds)
System Admin for MAC’s (AD and Avaya Phone System)
Citrix team member which supported Server, Server Applications, and End User Connectivity
Microsoft Project Server (2007) implementation and rollout for global initiative1
Blackberry Enterprise Server (BES) Administrator (Lotus Notes hook)
Verizon Blackberry Administrator
Provided support 24/7
Special Project Resource
Kirkland and Ellis, LLP and Skokie Valley Beverage (Chicago, IL)
Systems Consultant / Project Manager (Consultant) July 2009 – December 2009
Kirkland and Ellis, LLP
Worked with Altiris Server and Deployment System
Deployed Desktop/Laptop Images for MS Office Refresh
Application and Data Migration
Technical Team Lead for (6) member refresh team
Follow up Support and Training for Partners, Attorneys and Executive Assistants
Completed project under allotted time
Skokie Valley Beverage (Second Position – Same Time Frame)
Engineered and Implemented Windows 2008 Server Environment to 30 user staff
Worked with Business Specific vendors to incorporate existing hardware and software
Updated/refreshed all end user hardware
Trained staff on new system setup
Feeding America (Chicago, IL)
Network Engineer / System Administrator / Data Center Reconstruction (Consultant) January 2009 – July 2009
Engineered, installed and configured Windows 2003 / 2008/ Microsoft Virtual servers (Small network)
Cable Connectivity Testing (Fluke, LAN Test and Tone Generator and Probe)
Worked with Dell Servers, Dell Switches and SAN
Installed and maintained all upgrades, patches and firmware on Windows 2003 and 2008 servers
Application and Data Migration
Provided on-site system support and remote access via VPN, RDP
Implemented SCOM and SCCM
Installed and networked Ricoh multifunction units to include FAX from Desktop and scan to email
Worked with Electrical Engineers to update Data Center(s) Power Grid and UPS systems
Rewired Datacenter(s) utilizing cable management and color-coded cables
Worked with Application Project Management Team to implement Microsoft SQL Server 2008
Worked with Individual Departments to move databases from MS SQL 2005 to MS SQL 2008
Documented change and problem resolutions utilizing Change Management (IssueTrak)
Documented all work and re-work of systems and technology
Provided support 24/7 for length of project
Helped Service Desk with 2nd and 3rd level support
The Kroger Company (Cincinnati, Oh)
Network Engineer / System Administrator / Project Management (Consultant) July 2008 – December 2008
Engineered, installed and configured Windows 2003 / 2008 / VMware servers, stand alone, blades and virtual machines (Over 2400 total Server Network) in Data Center Environment
Worked with numerous versions of IBM Servers (xSeries) and blades (BladeCenter)
Installed, wired, and configured IBM Chassis (Blue Ash and Hamilton Data Centers)
oCable Management and Testing (Fluke and Tone Generator and Probe)
Installed and maintained all upgrades, patches, and firmware on Windows 2003/2008 servers (Altiris)
Supported Data Center and Monitoring
Supported day-to-day Data Center TSM (Tivoli Storage Manager) instances running Windows, with tasks inclusive of troubleshooting, upgrades and TSM DB maintenance in addition to assisting in support of backup management for corporate data warehouse environment
Provided on-site system support and remote access via VPN, RDP, and IBM Advanced Management Module (RSA) interfaces
Worked as part of networking team doing initial set-up / configuration of Microsoft System Center Solution
Engineered move from the Kentucky Data Center to Hamilton, Ohio Data Center
Migrated Network Infrastructure between sites
Worked with SAN and NAS teams on connectivity and storage requirements and issues
Worked with manufacturing teams to setup and do initial configuration for CRM beta testing
Documented problem resolutions utilizing Change Management (Peregrine)
Carried team on call support pager which included 24/7 (Kroger India)
Directed IBM and Sun contact on all stand-alone server, chassis, and blade related hardware issues
IBM (ABN AMRO / LaSalle / RBS / Bank of America)
Network Engineer / System Administrator / Team Lead (Consultant) June 2006 – June 2008
Engineered, installed and configured Windows 2003 / 2000 servers (Over 3500 total server Network)
Worked with numerous versions of HP (ProLiant and Integrity) and IBM servers (xSeries) and blades (Blade Center and Blade System)
Managed project for building of ITIL framework with Service Support Management of Configuration Management Database (CMDB), Change, Incident, and problem management using Remedy as the automation tool to deploy for GM.
Installed and maintained all upgrades and patches on Windows 2000 and Windows 2003 Servers (SMS, WSUS, and Altiris)
Supported 3rd level (Help Desk) dispatch as Team Lead for highly complex network (Peregrine and Tivoli)
Supported Data Center and Monitoring (HP Open View and Insight Manager)
Provided on-site system support and remote access via VPN, RDP, SMS, RILO, ILO & IBM Advanced Management Module interfaces (RSA)
Documented problem resolutions utilizing Change Management
Served as team liaison for IBM with business
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