System administrator

Kelli Fincher

Middle River, MD *****

**********@*****.*** 443-***-****

OBJECTIVE:

In my role as a system administrator/customer service representative, I am responsible for managing and supporting the IT infrastructure of our organization while also providing exceptional customer service. On the technical side, I install, configure, and maintain computer systems, networks, and software applications. I monitor system performance, troubleshoot issues, and ensure the security and smooth operation of our IT systems. Additionally, I handle customer inquiries, addressing their concerns, providing technical support, and guiding them through troubleshooting processes. My goal is to maintain a reliable and efficient IT environment for our organization while delivering excellent customer service and resolving any issues our customers may encounter

CERTIFICATION:

• Security Plus (Expected completion: October 2023)Issued by CompTIA

EDUCATION

Associates of Science, Cybersecurity Expected graduation:December 2023

Community College of Baltimore County, Baltimore MD

SKILLS

•System administration

•MUSE installation and customization

•Vista imaging and deployment

•VIX installation and configuring

•Active Directory management

•Network troubleshooting

•Hardware and software configuration

•Security and data protection

•Problem-solving and analytical thinking

•Communication and teamwork

CLEARANCE:

Public Trust

WORK EXPERIENCE

System Administrator-remote

Amvi Software Inc-Contract,

Middle River MD

April 2022-present

Managed and maintained the IT infrastructure for a diverse range of systems, ensuring optimal performance, reliability, and security.

Installed, configured, and customized MUSE software on multiple platforms, providing seamless design and development environments for users.

Capturing and deploying system images to streamline computer setup in VistA imaging projects.

Collaborated with cross-functional teams to implement and maintain network infrastructure, ensuring seamless connectivity and resolving network-related issues promptly.

Provided technical support to end-users, troubleshooting hardware, software, and network problems, and ensuring timely resolution of issues.

Implemented and maintained security measures, including user access control, data backup, and disaster recovery procedures.

Conducted regular system audits to identify vulnerabilities, implemented patches and updates, and ensured compliance with industry best practices.

Helpdesk Technician/customer service support

Johns Hopkins Hospital,Baltimore MD January 2013-April 2022

Provided exceptional technical assistance and customer support, effectively resolving hardware and software-related inquiries for a diverse customer base.

Managed and prioritized support tickets, ensuring prompt response and resolution within established service level agreements (SLAs) to maintain high customer satisfaction.

Demonstrated strong communication skills in addressing customer concerns, explaining technical concepts, and guiding customers through troubleshooting processes via phone, email, or chat.

Utilized diagnostic tools and remote assistance to identify and resolve technical issues, ensuring minimal disruption to customer operations and maximizing productivity.

Maintained detailed documentation of customer interactions, troubleshooting steps, and solutions, contributing to the knowledge base and enhancing self-service options for customers.

Collaborated with cross-functional teams, escalating complex issues when necessary, and working collaboratively to resolve customer problems in a timely manner.

Stayed abreast of the latest software applications, operating systems, and hardware technologies, continuously updating knowledge and skills to provide effective support.

Adapted to a fast-paced environment, managing multiple tasks simultaneously while prioritizing work to meet SLAs and deliver high-quality customer service.

Actively participated in training sessions and professional development opportunities, reinforcing technical expertise and staying current with industry trends.

Junior Helpdesk Associate,

Johns Hopkins Hospital,Baltimore MD June 2012-January 2013

Logged any improvements with tickets that were created

Demonstrated the ability to troubleshoot issues and problem solve client questions, coming up with creative solutions

Built a close relationship with clients

Escalated urgent issues and questions to management

Helped to improve the internal knowledge center

Remote intern, Hacked and loaded,

Community college of Baltimore county,Baltimore MD. June2020-August 2020

Conducted independent research based on cybersecurity policies and practices

Evaluated the clients need, coordinated design for solution, and clearly communicate the finding and strategy report

Developed comprehensive and accurate reports for technical and executive audiences

Displayed effective communication skills and customer service

Demonstrated, assessed, and implemented existing security controls

Communicated results and ideas to the leads of the project

ADDITIONAL INFORMATION:

Strong problem-solving and multitasking abilities

Excellent communication and interpersonal skills

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