Data Center Senior Level

Brian Williams

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

SUMMARY:

Senior level IT professional who can provide professional senior level support in areas of advanced complexity such as system analysis to implement and support departments and technical solutions as they relate to the operations of the company. Resolves problems of moderate to advanced complexity. Provides technical guidance and support to users/departments in deriving needs assessments, proposals, implementing requests, and solutions. May supervise or provide functional direction to assigned staff and/or student employees.

• 19 Years of IT experience in Systems Administration, Networking & Technical Support

• DATA Center Network Management (Rack & Stack, Fiber/SFP, RJ45 Patch and Cable Management

• Cisco switch module and racking cable installation

• Administration of Citrix XenApp, XenServer, XenDesktop/VDI

• Microsoft SQL Server Database Administration and Support for Pro EHR & Facets systems

• VOIP Phone Administration Support for Avaya, Cisco, Allworx, Ring Central, Skype, Zoom & MS Teams. MobileIron support for Mobile Devices.

• Experience in supporting Windows Terminal Server, FTP server, Group Policy management and Active Directory

• Extensive experience with troubleshooting and administration in Microsoft Exchange Server 2010/2016

• Expertise in supporting and administering Microsoft Exchange Server, O365, OneDrive

• Administration of Servers, Applications & Users with Installation/Configuration within VMware ESX/VSphere/VXRail

• Migration experience upgrading and supporting system builds and imaging in SCCM, MMC PROFESSIONAL EXPERIENCE

Thermo Fisher Scientific – Mebane, NC

Nov. 2022 – June 2023

Data Center Support and Senior Site Support Engineer Understanding and supporting of client/server networks, protocols, common Internet services, Active Directory

Working and supporting of clients / team across the World Knowledge on operations/service delivery Strong interpersonal skills, flexibility, and customer service orientation.

Ability to troubleshoot, diagnose, and resolve issues on PC's and 3rd party applications supported by Corporate Infrastructure and Security

Ability follow, update and edit KB articles to troubleshoot, diagnose, and resolve or hand off to higher tiered support, issues with network connectivity, such as VPN or wireless connectivity, Active Directory, security incidents, servers, and business applications. Ability to provide smart hands support computer rooms, IDF, MDF and physical equipment such as servers, switches, routers, printers.

PC / Laptop installation, configuration(imaging) and Break fix IMAC Request fulfillment - Printer/Scanners installation configuration and Break fix Ability to coordinate with vendor for printer troubleshooting and issue resolution Phone & Mobile devices installation configuration and break fix. Level 2/3 support for PC, Printer, Scanner, Phone (Remotely unresolvable by Service Desk) Snow queue management (review queue, self-assignment of tickets, assign tickets, ticket closures) Mounting & Un-mounting Hardware in data center (Switch, Routers, Servers, etc..) IDF/MDF daily health check and maintaining data center health check list register. Ability to lead small initiatives or workstreams impacting less than 20 customers. Ability to identify new tasks that need to be executed for support or operations and work with management for execution

Altec Industries - Creedmoor, NC

Feb. 2022 – Oct. 2022

Senior Systems Analyst

Knowledge of a broad range of relevant computer systems, applications, and/or related equipment. Knowledge of computer security procedures and protocol. Working knowledge of advanced operating systems, network, or application management tasks. Knowledge of current technological developments/trends in area of expertise. Knowledge of federal copyright laws as they pertain to the use of computer software. Ability to integrate emerging technologies and applications into the current environment and to analyze and/or develop and implement operating systems and network or application configuration. Skills in providing technical guidance and instruction, planning, organizing, and adapting within a multi-tasking environment.

Strong interpersonal skills, flexibility, and customer service orientation. Ability to analyze technical proposals and to expand upon them or develop alternatives. Ability to evaluate emerging technologies and identify their potential impact within the existing environment.

Ability to analyze complex computer problems and provide solutions. Ability to communicate effectively, both orally and in writing. Marvell Semi-Conductor - Morrisville, NC

Mar. 2020 – Feb. 2021

Senior Desktop Support Engineer

Monitoring, responding to and resolving service tickets and problem reports received through walkups to on-campus helpdesk, phone, email, and ticketing queue system Troubleshooting system hardware and software incidents including operating system and software application problems

Imaging, configuring and installing systems issued to users, decommission retired systems Provide Telecom and Conference Room support

Assist other functional teams and/or IT Manager with all workstation and other special projects. Updating inventory records via IT Asset management system Process new hire on-boarding and termination off-boarding process Create and document internal standards for IT knowledgebase, system configuration Participate in team projects and collaborate with other functional teams Undertaking other duties not specifically stated which from time to time are necessary without altering the nature or level of responsibility

Almac Clinical Services - Durham, NC

Dec. 2018 – August 2019

Service Desk Support Technician

Installing and configuring hardware and software components to ensure usability. Troubleshooting hardware and software issues for clinical software with the SQL database Ensuring electrical safety standards are met.

Repairing or replacing damaged hardware.

Upgrading the entire system to enable compatible software on all computers. Installing and upgrading anti-virus software to ensure security at the user level. Performing tests and evaluations on new software and hardware. Providing support to users and being the first point of contact for error reporting. Establishing good relationships with all departments and colleagues. Conducting daily backup operations.

Managing technical documentation.

Fujitsu America - Durham, NC

Oct. 2015 – August 2018

Desktop Support Services Engineer II

Correcting hardware problems with supported desktops, laptops and peripherals by coordinating support with OEM vendors.

Managing returns on warranted parts and systems

Packaging and shipping replacement parts to customers Maintaining standard software configurations, including troubleshooting, loading and configuring software images, supported applications and drivers within a SQL Server platform May participate in development of information technology and infrastructure projects Installing, supporting and troubleshooting approved desktop software Performing planned maintenance, moves, adds and changes Provide support services to employees with technical problems and information technology issues involving desktop, laptops, PDA or network services from local personnel or from employees using network remote access (VPN)

Provides timely resolution of problems or escalation on behalf of the customers Exercises judgment with defined procedures and practices to determine appropriate action Creating and maintaining images for standard systems Recommends hardware and software solutions, including new acquisitions and upgrades Demonstrates good judgment in selecting methods and techniques for obtaining solutions Uses skills as a seasoned, experienced professional with a full understanding of industry practices, company policies, and procedures

Ability to work on call after

EPA Government Contractor – Durham, NC

Jan. 2015 – Sept. 2015

L3 Advanced Support Technician

Contractor assigned to a migration project of over 2000 users in servicing/deploying computer equipment. Supported and utilized data and settings migration, imaging, application installation, and anti-virus Symantec software.

Microsoft Deployment Toolkit (MDT) process to migrate user data and provision the new computer with Windows 7 Operating System, software and settings. Installation of EPA Standardized Windows 7 core desktop configuration” with all of the Agency’s enterprise software, security settings, license activation, disk encryption and administrative applications. LC Industries for the Blind – Durham, NC

May 2013 – Dec. 2014

Help Desk Analyst II

IT support roles for this company included system administrative duties to networking issues. First & Second level support calls as well as more extreme support issues. System administrator for Microsoft Exchange, Active Directory in creating email, ad accounts. Microsoft Dynamics CRM system administrator assisting with new hire implementation changes and adding new locations to the database.

All Worx VOIP system admin. Deploying phones to a new user and dealing with any issues. Assisting all in house employees with any IT issues dealing with phone, pc and printers. All support all BSC store locations with all IT needs dealing with Time star, Genstore Login and networking printers.

Citrix support using citrix access management console, XenApp servers supporting over 1000 users for published applications, print management.

Freudenberg IT - Durham, NC

Aug. 2011 – May. 2013

Level II Technical Support

Support of all software and hardware escalated issues from Orion Carbons users. Including migration projects and re-imaging and updating PC’s, thin clients as well as half fat PC’s. Provide users with email (Microsoft Office & Lotus Notes) administrative support, wireless and vpn access and support.

Provide support and resolution for all printers, Cisco VOIP phones, as well as AS400 support and printer sessions also virus issues.

Using remote tools to assist users with software and hardware issues. MozyPro Enterprise administrator for all users for backup structure. SCOM support and administrative duties for all Orion Carbons plants and facilities. Knowledge Sharing Systems – Raleigh, NC

Jun. 2008 – May. 2011

Technical Support Analyst

IT support professional who provided high level administration and maintenance of IT systems and server infrastructure supporting 27,000+ employees, 70+ locations, and 2 data centers across the U.S. Configure and manage Citrix XenApp, Xen Desktop, physical and VMWare servers while ensuring 24/7 on-call support for enterprise IT infrastructure.

Analyze business needs, select new systems/products, execute project management/planning initiatives, and deliver expert support and administrative services. Perform systems installation and upgrades, and manage system-wide security, backup and disaster recovery.

Establish and enforce security policies and manage user/domain accounts. Administer appropriate tools, diagnostic procedures, preventive maintenance and troubleshooting techniques for server components, systems, and network infrastructure. Server support for the U.S Army (Contractor) as well as Department of Defense. Education

Forsyth Tech High School, Winston-Salem, NC

1991 – 1992 (Diploma)

ECPI College of Technology, Greensboro, NC

2003 – 2004 (CompTia A+ Certification)

Wake Technical Community College, Raleigh, NC

2020 – 2021 (Red Hat Certification System Administrator RHEL: V8) Durham Technical Community College, Durham, NC

2023 – Present (Cyber Security CCNA Certification)

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