Help Desk Data Center

IT Professional Data Center Operations Help Desk Technician

Seasoned IT professional with over 20 years of expertise in computer hardware, data center infrastructure, providing help desk support and capacity planning. Proven ability to ensure reliable system performance by optimizing power, space, and cooling resources to meet critical mission objectives. Experienced in providing help desk support to a large UNIX operating system environment for the Department of Defense. Experienced team leader, adept at mentoring junior engineers and fostering collaborative, high-performing environments. Recognized for strong analytical and conflict resolution skills, driving operational excellence and achieving organizational success.

Work Experience

SageCor Solutions, LLC

System Engineer

March 2022 – Present

• Delivered comprehensive technical support for Nlyte Data Center Infrastructure Management (DCIM) software, addressing help desk inquiries and resolving user issues promptly to ensure minimal downtime for a large federal government agency.

• Served as the go-to Subject Matter Expert (SME) for Nlyte's asset optimization and auditing modules, providing hands-on assistance to end-users and guiding them in leveraging system capabilities to meet operational goals.

• Managed a high volume of user requests related to account creation, permissions allocation, and troubleshooting, consistently maintaining a high first-call resolution rate.

• Authored user-friendly "How-To" guides and technical documentation, empowering non- technical staff to navigate and utilize Nlyte effectively.

• Collaborated with stakeholders to enhance help desk workflows and streamline issue escalation processes, improving customer satisfaction and response times. Department of Defense (DOD)

Data Center Engineer

September 2009 – February 2022

• Planned and executed the installation of computer hardware into corporately managed spaces, ensuring optimal allocation of power, space, and cooling resources. Demonstrated deep expertise in electrical and cooling specifications for IT hardware.

• Acted as a strategic technical advisor, collaborating with internal vetting bodies and external stakeholders to evaluate and approve over 700 hardware installation requirements, aligning with operational and mission-critical objectives.

• Partnered with Network and Data Center Services teams to modernize communication spaces, optimizing rack allocation and streamlining infrastructure to accommodate both internal customers and external government organizations.

• Handpicked as government lead for the Lab Consolidation Effort, managing contractor teams to consolidate customer-managed lab spaces. Successfully returned these spaces to corporate oversight, achieving goals set by ODNI and I&L.

• Designed and implemented a System Acceptance Test & Evaluation Plan to validate data center functionality across three Cryptologic Centers following enterprise data center installation.

• Led the development of server installation requirements for Sun servers at Cryptologic Centers in Texas, Georgia, and Hawaii. These installations advanced IT efficiency, supported enterprise cloud services, streamlined security methodologies, and enabled large-scale migrations from fat-client to thin-client desktops.

• Pioneered efforts to eliminate network enclaves, enhance identity management applications, and establish dynamic, agile virtualized networks using unified cloud storage solutions.

Sun Microsystems

Professional Services Consultant

August 1997 – September 2009

• Delivered expert consultation and hands-on support for the Server Installation group, ensuring seamless deployment and configuration of Sun IT hardware, Solaris, and Linux operating systems, along with networking, virtualization, and storage solutions.

• Led the implementation of a large-scale server consolidation initiative, optimizing infrastructure by consolidating multiple programs onto advanced Sun multi-domain servers, reclaiming critical power, space, and cooling resources.

• Acted as a Subject Matter Expert (SME) for Sun hardware, providing top-tier troubleshooting services and guiding customer teams in resolving complex technical challenges.

• Strengthened client operations by enhancing problem management processes and offering tailored training to improve customer proficiency with Sun products and services.

• Proactively addressed client support needs, serving as a trusted help desk resource for technical inquiries and problem resolution, ensuring high satisfaction and long-term partnerships.

Education, Certifications & Skill

• Bachelor of Science in Computer and Information Systems University of Maryland University College

• Technical Certifications:

Solaris 10 Certification (2011)

Solaris 10 Security Certification (2012)

Solaris 10 Network Certification (2013)

• Technical Skills

Microsoft Office (Power Point, Office, Excel)

Outlook

Open Office

Visio

ServiceNow

AutoCAD

JIRA

SharePoint

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