Sql Server Windows

Michael Roberts

TECHNICAL SKILLS:

AS ***

All Windows version and applications

Word

Excel

PowerPoint

Visio

SharePoint

Windows IIS

CPDS

Aspen

Windows Server 2016/2019

SQL Server 2014

Rockwell FactoryTalk

ISM

Load tracker

Database

Orchestria 2.0 (APM)

Sophos Management Console

Document Messaging Archive

Lenox

SQL

DSL

Oracle

QA K2 Management Console

Singularity

System Integration Testing

Web Services

Windows Services

ConnectWise

CRM database system.

PROFESSIONAL EXPERIENCE:

Lutheran services (LSF)

IT specialist software and technician

Tampa, Florida

• Troubleshooting: Analyzing, evaluating, and resolving technology issues

• Maintaining: Keeping a company& 360 Adobe software and other network, software, and computer equipment in good working order add software removal software and administrative user’s from system. Phone set up and troubleshooting programs teams, Zoom, 8x8 and other system.

• Supporting: Helping employees and customers with questions, concerns, or complaints

• Training: Teaching staff how to use new software and systems, and best practices

• Improving: Making recommendations to increase the efficiency of computer systems

• Securing: Maintaining and backing up security databases

• And more.

Information Technology Specialist (Operating Systems)

Raytheon Technologies 03/08/2023 – 6/2023

Executes timely activities of verifying and auditing CMDB data, in accordance with CfM policies and processes, to ensure that the physical IT inventories are consistent with the CMDB data and that only accurate data is stored within the CMDB.

Initiates and/or escalates to Configuration Manager any necessary corrective action in cases where the CfM policies and processes are being circumvented.

Assists other processes and functions, especially Change Management, in performing change impact assessments.

Install, configure, and maintain IBM operating systems components; and install updates and temporary fixes to existing programs.

Assist in reading the IBM operating systems environment to support testing activities.

Assist in the installation of IBM operating systems update packages; run tests and correct problems; and recognize and refer serious problems to more experienced specialists or vendors.

Analyze reports; identify deficiencies in IBM operating systems parameters; and recommend remediation to a more experienced specialist.

Oversaw and maintained IT infrastructure using established lifecycle practices for platforms like Windows Server 2016/2019, SQL Server 2014, VMWare, and Remote Desktop/Terminal Server Services.

Customer Service (Clerical/Technical), Operations Support, Software Development,

Systems Integration, Teaching Others, Technical Competence

Field Service Tech Manager

HCL Technologies Oct. 2021 – Jan. 2022

Managed a team of FSO around North America

Effectively managed and provided support for multiple virtual Windows server farms that sustain the Rockwell FactoryTalk manufacturing system.

Schedule and dispatch appropriate technicians to different sites

Created on call schedule.

Oversaw and maintained IT infrastructure using established lifecycle practices for platforms like Windows Server 2016/2019, SQL Server 2014, VMWare, and Remote Desktop/Terminal Server Services.

Managed the ticket queue by assigning tickets and handled escalation issues.

Created service reports from the ticketing system.

Work with clients and customers to assess their needs, provide information or assistance, resolve their problems, or satisfy their expectations.

I.T Manager

Federal Emergency Management Agency (FEMA) - Washington, DC Jan. 2016 - May 2021

Provide technical support and training on all FEMA government systems in all IBS and JFO sites.

Manage and maintain core CISCO network services for Dynamic Host Control Protocol (DHCP), Domain Name (DNS), Window Internet Name Service (WINS) and VPN network Server.

Utilize network management tools to optimize the base network and minimize downtime, engineer technical solutions to meet base-wide network requirements.

Install, manage, maintain communication lines, switches, software interface equipment and system protocol to provide communication links between computers, terminals computer networks, and inter base circuits.

Oversaw and maintained IT infrastructure using established lifecycle practices for platforms like Windows Server 2016/2019, SQL Server 2014, VMWare, and Remote Desktop/Terminal Server Services.

Assisted in the planning, testing and configuring of network systems while analyzing and resolving issues and trends.

Works with clients and customers to assess their needs, provide information or assistance, resolve their problems, or satisfy their expectations.

Sets up & Troubleshoots VTC (Video Teleconferencing). Serving as the technical expert and leading on temporary teams composed of subject matter specialists and lower grade journey level

IT Specialists assigned to assist in broad based customer support projects.

Assures that Department Of Homeland Security standards are always met and exceeded.

Expresses information to individuals or groups effectively, considering the audience and nature of the information; makes clear and convincing oral presentations; listens to others, attends to nonverbal cues, and responds appropriately.

Creates instruction manuals on new software and hardware.

Provides advice and assistance to customers; troubleshoot complex problems; and provide support in a manner that minimizes interruptions in customers’ ability to carry out critical business activities.

Planning, developing, coordinating and implementing systems/efforts to provide assistance and guidance to organizational users in both business and technical areas; reviewing applications to assure compliance with regulations; orienting and training users in proper access and usage procedures.

Field Service Engineer

Capital One - Tampa, FL April. 2016 – Sept. 2017

Install and configure Information Technology resources.

Troubleshoot and perform repairs to hardware, peripheral equipment, running diagnostic programs by utilizing proven troubleshooting techniques.

Escalated issues to the proper help desk associate when necessary and followed up on any escalated issues, all within a timely manner.

Responsible for access control and information security administration for current and on boarded employees.

Worked with Active Directory to build user network profiles, reset passwords, unlock accounts, etc.

Installation and configuration of updates to software technologies.

Manage and monitor documented inquiries concerning the use of audio/visual equipment including, but not limited to microphones, video screens, projectors, wiring of connection cables.

Resolve Network Connectivity issues and Assigned IP Addresses to network printers

Managed the setup of LAN & VPN/Remote Connectivity, TCP/IP for all staff.

Tier 1-3 - Technical Support Contractor

Highpoint Solutions - Tampa, FL April 2014 – Nov. 2015

Provided application support in a .Net/Windows environment and supporting production applications for end users.

Monitor work ques and distribute change / problem tickets to the appropriate resource.

Report incident tickets metric for pool

Provide consulting to other Dispatchers on managing activities.

Focal point for all non-ticket requests related to the accounts (e.g., phones, same time (instant messenger), and emails).

Participated in training of company process and procedures, client systems and onboarding of new hires.

Responsible for managing volumes of calls and manpower requirements for the resolution of escalated issues and increasing trouble tickets.

Point of contact for client questions outside defined account specific tasks which will be addressed to a specific account expert on the SAME team.

Proactively identified trends or issues quickly and escalated to Tier II teams.

Remote user administration for virtual clients regarding software issues, spyware and virus removal, hardware troubleshooting and system application upgrades.

Tier 2 - Gov’t Logistics Coordinator

Seidcon Inc. - Palm Coast, FL April 2012 - Aug. 2012

Monitor global work queues and distribute change / problem tickets to the appropriate resource.

Resolved tickets that require technical support or root cause determination/escalated tickets to higher level support teams when necessary.

Performed trend analyses to assess the impact of any fixed actions selected by USCENTCOM for implementation and provide other dispatchers on managing other activities.

Provided CSO (Customer Support Operations) walk-in support for active military members

Managed network accounts and resetting Common Access Card (CAC) Personal Identification Numbers (PINs).

Responded to calls, email, and personnel requests for technical support from various U.S Armed force service members.

Interacted with network services departments and software systems engineers and report incident tickets metric for pool.

Utilized Orchestria Activity Policy Management (APM) software system to track monetary transactions from external and internal clients. Monitored and controlled data transmissions throughout the system for all users to prevent insider trade transactions from the finance and equities department.

Monitoring work queues and distributing change / problem tickets to the appropriate resource also helped in developing original software code.

Report incident tickets metric for pool, testing code and scripts for software and system test plans for integrated software specialty applications

EDUCATION AND TRAINING

ITT Technical Institute - Associate's Degree - Computer Networking - Science Graduated: 09/2011

Certified Forklift Operator.

Documented Government Security Level Clearance: Active Possesses a Public Trust Security Clearance DoD Secret Clearance and Active TWIC US Federal Secret Clearance.

Analyze reports; identify deficiencies in IBM operating systems parameters; and recommend remediation to a more experienced specialist.

Perform other duties as assigned.

8-10 years of experience in the area of IT risk and technology in a large organization of which 5 are in security.

Minimum 8 years configuring and supporting firewalls and Intrusion prevention systems.

Respond to employees’ requests regarding tools and resources they need for their job.

Interaction with technology and application teams in the distributed and mainframe environments.

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