Systems administrator

JAMEs Lane 214-***-**** *****.****.*****@*****.***

Objective

A versatile and results-oriented professional with over 10 years of experience in IT and business analysis. Skilled in maintaining, troubleshooting, upgrading, and setting up network, server, and user equipment. Proficient in evaluating, testing, and installing AI software, creating reports and dashboards using SQL and Power BI, and coaching teams on agile development methods. Seeking to leverage my technical and analytical skills to provide innovative solutions and improve efficiency for (Employer).

Education

Texas Tech University

Geophysics/Mathematics 2012-2015

Experience

Systems Administrator, Silicon Valley Information Systems, Oct 2023 - April 2024

- Maintained, troubleshooted, upgraded, and set up network, server, executive, and user equipment.

- Evaluated, tested, and installed AI software and documented existing infrastructure.

- Maintained and verified backups and administered firewalls.

- Communicated with service, software, hardware, and recycling vendors and reported the customers' needs.

- Set up and managed email migration projects and office 365 admin functions.

- Managed exchange online, SharePoint, and Google admin.

- Analyzed data and provided accurate and precise predictions.

- Evaluate, test, and install ai software.

Business Analyst/ Level 2 Support/Customer Care, Hyphen Solutions, June 2017 - October 2019

- Changed the development team from waterfall to agile development methods and trained multiple teams on Azure Devops, Power BI, Buildpro, SupplyPro, Altigen.

- Created dashboards and reports using SQL and Excel and researched customer problems using SQL.

- Moved company from internal database to Azure Dev ops and coached multiple teams to ensure success.

- Wrote requirement documents for applications and worked with the customer care team to provide a quality and consistent experience.

- Identified and solved problems with productivity and removed blockers for the development team.

- Worked with diverse teams locally or remote to resolve complex problems.

Tier 2 Helpdesk Analyst, Superior Group - Lockheed Martin, January 2017 - May 2017

- Reduced the number of aged tickets from 800 to 200 by working with customers to resolve their software and hardware issues.

- Resolved computer problems in secure and classified areas and used SCCM to deploy software.

Helpdesk Analyst, Hudson Financial, July 2016 – October 2016

- Reduced the number of open tickets from 600 to 120 by following up with customers and resolving their issues.

- Cleaned and organized the help desk storage by putting similar equipment together and image, deployed, and removed equipment for end users.

- Used Sysaid to document work.

Technical Services Manager/Supervisor/Technician, OrthoSynetics, August 2008 – August 2012

- Led 6 technicians and 2 admins to success and reduced the average ticket count from 200 to 20 by improving turnaround time.

- Reduced the amount of hostile calls by building relationships with clients and documented processes and procedures done by employees.

- Selected vendors and internal equipment and administered and trained technical and non-technical users with Bomgar.

- Managed a departmental budget of $350,000 and identified and resolved major problems with citrix farm.

- Moved the company’s invoice system from paper to digital and reduced costs and waste.

- Used active directory to unlock accounts, add group permissions, and create accounts and troubleshooted small/medium office equipment.

Geek Squad, Best Buy, November 2007 – August 2008

- Provided technical support and customer service for various devices and software.

- Diagnosed and repaired hardware and software issues and performed data backup and recovery.

- Installed and configured new equipment and software and performed system updates and upgrades.

Military History:

- Infantry Assaultman, Lance Corporal, United States Marine Corp, August 2005 – 2007

- Received honorable discharge and several awards and commendations for service and performance.

Contact this candidate