System Administrator Support Technician

Keylan Lyons

System Administrator * - Aperio-IT

***********@*****.***

Enthusiastic with great work ethic and organization skills

-Team player with solid interpersonal, communication, and customer service skills

-Self-starter and Motivated to try new things and improve efficiency

-Strong ability to stay calm when working under pressure while meeting deadlines Willing to relocate: Anywhere

Work Experience

System Administrator 1

Aperio-IT - Sacramento, CA

August 2016 to Present

• Answered calls and responded to email issues\requests. To log each occurrence, ConnectWise was used as a ticketing system • Created and modified "How To" articles within IT Glue (Knowledge base System) • Worked my way up from an Helpdesk Engineer to a System administrator • Daily monitoring of my client's Storage, Antivirus and Backups • Create and modify User and Computer accounts in Active Directory and Exchange\Office365 • Created Group Policies to applies to Groups within Active Directory • Administered cloud services such as Office356, Adobe DC, App River, Barracuda Cloud, Unitrends Backup • Managed critical clients such as medical and CPA customers in which where HIGH priority cases • Administered mobile phones (iPhones, Android and Windows) as well as the mobile apps through an application called MAAS360 • Traveled to client's site location to complete onsite Proactive Services and provide value by resolving lingering issues • Collaborated with the Sales Team to get quotes provided to our customers • Teamed up with Projects to ensure that deadlines with met, which allowed us to keep the customer in the loop with the progress that was being made • Configured and installed Desktops, laptops, Ipads, printers, routers, UPS's • Conducted Quarterly meeting to address the concerns and requests of our customers, then we would follow through by creating charters for each of them Datacenter Technician

HP - Rancho Cordova, CA

October 2015 to April 2016

Working with System Admins to ensure that change requests are approved ● Heavily involved in installing/ removing network cables such as fiber and CAT6 ● Racking and decommissioning servers, routers and switches ● SM9 (Service Manager 9) is the ticketing system in place ● Monitoring SAN/NAS to ensure that aren't any failures of any kind ● Managed and approved changes with newly created work orders ● Inventory tracking is conducted to ensure that all devices are accounted for and documented

● MOS applications such as Outlook, Skype and Excel are used frequently for planning system changes KINETIX - San Mateo, CA

March 2015 to October 2015

Responsive Support Technician Level 2 ● Supported startup companies that need IT services (remote desktop, server and network support) ● Worked a lot with MS Excel to organize checklist and modify formulas ● I ensure that clients have account access by resetting passwords in AD and multiple cloud- based applications ● Involved in creating GPOs and network folders in which I applied NTFS ● Built Mac and Windows images for client companies ● In charge of qualifying workstation builds and user accounts for all companies ● In charge of NOC coverage, ensuring the uptime of network devices and responding to any outages ● Involved with conducting a Skype for Business roll-out ● Proactive desktop and server management (low disk space) ● Resolved RDS issue that clients had with the local desktop as well as the server ● I was assigned to clients for weekly on sites where I would build user accounts and ensure that their desktop and phone issues resolved ● Procured items for the companies that I am assigned to

● I respond to emergency desktop and network incidents where it would require an onsite technician to resolve the issue ● Assisted in network setups where workstations, IP phones Firewalls, Switches and WAPs were installed (Meraki network equipment) ● I have created user accounts, assigned DIDs and extension to IP phone users using the 8X8 phone system IT Help Desk

BLOODSOURCE - Mather, CA

February 2013 to February 2013

Created various workstation and desktop checklists to maximize work efficiency ● Ensuring that all Backup Tapes are recorded and sent to the appropriate off-site Vendor ● In charge of configuring and maintaining MFDs (Multifunction Devices) ● I work with numerous outside Vendors to configure applications or resolve any issues that may occur ● Extremely familiar with utilizing Active Directory to troubleshoot users and computers ● Currently managing various company applications such as MOS 2007, Acrobat Pro, Vista, Safe Trace, Hemasphere, Kronos, Epicor and Mirage ● Remediate and restore devices that have received viruses ● Installed, configured and repair miscellaneous software, desktops, laptops, tablets, printers, thin clients and handheld scanners ● Assisting clients that have issues with the company's BYOD; MAAS360 ● Given ownership of configuring and managing an application (Avidian Prophet) ● Assisted with implementing a Windows 7 upgrade plan and carried it out ● Configured many Windows 7 base images that pertain to its respected department using Acronis 10 and Mirage

● I attend weekly meetings with the Director of IT to show competency with SOPs (work related procedures), gather information on new tasks and evaluate ● Utilizing BMC SDE for Asset and Incidents Management ● Currently setting up workstations for New Hires as well as coordinate with ● Ensured network connectivity to nodes by patching Cisco switches ● By using Dameware, I troubleshoot client issues remotely ● Configured and installed Cisco IP Phones via Cisco Unified Communications Manager SUTTER HEALTH, Rancho Cordova, CA 11/2011 to 12/2102 Service Desk Analyst ● Supported the Sutter Health Foundation and its affiliates with quality customer service while managing and supporting the Windows OS, Microsoft Office Suite and other medical and non-medical applications ● Consistently worked with Quality Control to improve SharePoint resources ● Ensured that all required users have access to the network and workgroup resources (Verifying all users that need a password reset or access to medical and non-medical applications) ● Extremely familiar with BMC Remedy as the ticketing system being used to route, archive and organize all incidents and requests

● Educated users with new applications as well as policies and procedures that have been recently modified within the Sutter Health environment (Go Lives) ● Used Bomgar Representative Console for troubleshooting computers remotely ● Analyzed, then returning emails in a timely fashion (emails consist of incidents, requests and notifications) ● Assisting VPN clients with gaining access to network by setting up VPN tokens.

Desktop Support Technician

AEROJET - Rancho Cordova, CA

July 2011 to November 2011

Assisting VPN clients over the phone with issues that they may have with applications and programs ● Working with an ITIL Service mind set (escalations, due diligence, due care and SLA) ● Ensuring that all required users have access to the network and group files (password resets, disabled accounts, and creating users personal files, email accounts and mapping drivers) ● Updating virus definitions running virus scans and removing all viruses from user PC via LANDesk.

● Installing printers, scanners and all application/programs ● Assisting users with managing digital certificates ● Currently using LANDesk for accessing computers remotely, detecting viruses and wiping them from PC'S as well as a ticketing system.

● Took lead in switching users from an existing Printer Server to a new Print Server. HEALD COLLEGE - Rancho Cordova, CA

April 2010 to June 2011

Information Technology FWS (Federal Work Study) ● Installed and tested PCs, software, and peripheral equipment (migrations) ● Carried out policies and procedures related to PC, network hardware, software installation, support, and security ● Assisted in creations and maintenance of computer hard drive

"images" for classrooms ● Received phone calls from users having problems using software and hardware or inquiring how to use certain software, such as statistical graphics, databases, printing issues, and operating system ● Assisted in managing and maintaining the digital phone system ● Upgraded inventory lists to prove what is contained in stock ● Changed servers for Citrix clients ● Initialized updates for Windows, Java, Adobe, and Trend Micro ● Responded to client issues via ticketing system (Help Star) Desktop Support Technician

HEALD COLLEGE - Sacramento, CA

March 2011 to March 2011

Given the opportunity to deploy 35 new computer systems ● Organized, maintained and organized the Netware console to free space for new computers ● Interacted with users to ensure that all need documents were stored correctly to the server to keep data integrity ● Imaged hard drives of the new PCs using Xen Works

PC Repair Volunteer

use by low income companies and schools - Rancho Cordova, CA November 2009 to November 2010

Repaired PCs for use by low income companies and schools ● Traveled to sites to install networked PCs, printers, servers, software, and reset passwords ● Created and tested network cables to connect nodes Education

Associate of Arts degree in Information Technology/Network Security Heald College - Rancho Cordova, CA

Skills

• Citrix (1 year)

• Firewalls (Less than 1 year)

• Mac (Less than 1 year)

• printers (3 years)

• security (1 year)

Additional Information

Technical Skills

Operating Systems: XP, Vista, Windows 7, Window 8\8.1, Windows 10, Mac OSX Mavericks and Yosemite, Linux Red Hat, Cisco's Operating System (Meraki), Server 2003/2008/2012/2016 Netware, UNIX, VMware

Software:

• Ticketing System- LANDesk, BMC Remedy, Microsoft Dynamics

• Antivirus- Symantec Ghost and Antivirus, Trend Micro Office Scan, Kaspersky Antivirus, Eset File Security

• Backup- HP Backup, Unitrends, Veeam Backup

• Applications- MOS 2003/2007/2010/2011/2013, Office 365, Google Apps, Intermedia, QuickBooks, Mimecast, Last Pass, PagerDuty, Logic Monitor, Slack, Box, Egnyte, Microsoft Virtual PC 2007,

• Network- SysKit, Wireshark, Snort, Packet Tracer, Citrix, ProDiscover, Bomgar Representative Console, Epic, Tsystems, PACs, Mckesson and MS4, DameWare, VMware Mirage, Acronis 10, SafeTrace, Hemasphere, Vista(Terumo), 8x8 phone systems, VSA, logmein123.com, Labtech, IT Glue, Netsmart Hardware: Modems, Routers, Switches, Hubs, WAPs, Servers, Printers, Fax Machines, Copy Machines, Scanners, PDAs, Blackberries/Smart/Multimedia Phones, Laptops, Peripherals, Bridges, NICs, Terminators, Networking Cables, Patch Panels, Wall Outlets, Firewalls, Cable Testing, and Create Disaster Recovery Policies pertaining to hardware

Networking: LAN Installation and Configuration, OS Configuration for Network Connectivity; Modem Connectivity, TCP/IP, NetBEUI, NIC Installation, Router Configuration, Cisco Concepts, and Basic Security Concepts

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