Technical Support Systems Administrator
Resume:
Robien Malone
********@*****.***
Lawrenceville, GA
Objective IT Management: Management position responsible for designing, organizing, and managing of Information Systems department by effectively implementing qualified personnel, current technology, efficient processes, and generating revenue.
Skills Exposure to Exchange 2013 Exchange\Office 365 support
Microsoft Cluster Services Microsoft Entra Admin
DNS/WINS/DHCP EMC SAN
Active Directory\DNS Commvault Backup Solution
Familiar with SDLC VMware/ESX Server 4.0 – 7.0
Citrix Presentation Server SCCM
SCOM Exposure to Linux / Unix
Exposure to SQL 2012 Vendor Management
Experience
July 2024 – current Field Engineer/Systems Administrator Contract
Employer: Novatech.
Provide support for internet connectivity, VoIP phones, and basic device support
Microsoft 365 and on-prem Active Directory System administration, troubleshooting, and projects in conjunction with the NOC and support team
Relaying technical network knowledge to understand and troubleshoot incidents to clients and upper management
Provide assistance concerning Desktop Services, networking, and physical layer maintenance of telecom rooms
Providing customer service and technical expertise in deskside environments
Providing day-to-day technical support to employees for network infrastructure and internal desktop systems software and hardware
Determining root causes of incidents and documenting resolutions
Making recommendations and defining action plans
Maintain client documentation
Maintain security and privacy levels regarding customer data and corporate policies
Mentoring and providing guidance to peers by sharing best practice knowledge and lessons learned
December 2015 – April 2024 Systems Engineer
Employer: Truist Bank.
• Monitor ticket queue for trouble issues and request using TrackIT\ServiceNow.
• Monitor Network for critical issues using Orion, SCOM, and vRealize
• Resolve critical issues after hours issues.
• Serve as an escalation point for Support Desk.
• Spearheaded decommissioning project in preparation for Datacenter migration project. This involved migrating applications, databases, and reclaiming storage, DNS records, and ip addresses and schedule to remove servers from the server racks.
• Provide technical support for any Microsoft Server issues, on our Physical and VMWare devices.
• Implemented release code in production Server environment with a 98% success rate.
• Prepare reports on the results of the release code as well as the functionality quality of the application after the code is implemented.
• Submit status reports on Patching activities of the server operations. The reports include the name of the server, the KB number of the failed patch, reason why the patch failed, and a list of potential solutions.
• Troubleshoot IIS issues, Share Drive Permissions issues and Grant Permissions.
• Replace HP and SAN Server Hardware as needed in Data Center. RFC’s were submitted before work began.
• Supporting Enterprise-level Truist Banks data center operations.
• Troubleshoot 3rd level support in Server, Desktop, and/or network infrastructure support.
• Experience with application delivery, patch management, VM Ware, Microsoft Clustering Technologies, SAN Technologies, Virtual Environments
• Build strong working relationships with other technology groups throughout the corporate organization.
• Experience with Windows Server /2012/2016/2019 server builds, SNMP monitoring tools, and AD administration.
• Support of EMC VNX SAN. Replace Physical SAN disk, setup LUNs, storage groups, and RAID groups in Unisphere. Adding Space to datastore or LUN as needed for growth.
• Create and configure zones using the brocade switch software
• IP address management and DNS management for to enable device communication
• LAN/WAN troubleshooting such as packet captures, cabling, and server domain management
• Lead Triage calls during critical outages, which included vendors, and enterprise level management.
July 27, 2015 - December 2015) Infrastructure Analyst
Employer: Reed Business Information - Buford, GA
• Build, administer, and support Windows 2003 and Windows 2008 servers.
• Implemented Solarwinds IPMonitor Systems that alerts on performance issues and provides current and historical data on server resources.
• Ensure server room and datacenter is kept up to standards in regards to power and cooling.
• Provide desktop support for end-user issues.
• Installing 2012 servers and supporting applications that run on the domain.
• Creating servers in Microsoft Azure and moving servers in the Microsoft Azure cloud.
May2012-July2015 Senior Systems Engineer – Job moved to Salt lake City, UT
Employer: Fundtech Corp.
• Responsible for maintaining 24/7 mission critical Windows Systems.
• Provide support for standard server software including Active Directory, Group Policies, MS-SQL, terminal Services, VMware ESX, Backup exec, and Symantec Anti-Virus
• Build, Support and maintain Windows Infrastructure, including Windows 2003 and 2008 servers.
Work in a highly virtualized environment.
• Configure, design, analyze, recommend, install and integrate servers and software
• Interact with hardware and software vendors to assure timely resolution to any issues
• Work closely with other departments to resolve and document monitoring alerts escalation.
• Experience with supporting an EMC/Brocade SAN environment (SAN), which includes configuration of LUN’s, Storage groups, and zones.
• Installing ESX servers, joining the servers into vshpere, creating virtual machines, networking, storage, and presenting the storage to the ESX hosts and/or virtual servers via RAW device mappings.
• Develop and implement procedures for ensuring proactive maintenance of the production, backup and test environments
• Provide production after hours on-call support based on a on call rotation
• Coordinate with Project Management on customer installs and upgrades
• Assist Customer Service in diagnosing applications and customer issues
• Provide weekly status report to manager
• Research, recommend and implement new technologies
• Develop and Maintain Backup and restore operation procedures
• Implementation of HP Insight Manager Monitoring software for proactive server management.
• Meeting client deadlines by configuring account environment in a timely manner, which has a direct impact on generating revenues for the company.
• Maintain functionality of datacenter in regards to cooling, power, and server rack space.
• Setup, configure, and support Windows 2008 and 2003 Server Active Directory domains using dcpromo. Also configuring and supporting group policy objects.
• Installing, configuring, and setup of SQL Server 2005 and 2008. Setup user access, roles, backing up and restoring databases, and monitoring processes for resource consumption. Also, configuring ODBC connections for application and web servers to access the databases.
Dec 2011 – May2012 Field Engineer\AccountManager
Employer: Techbridge
• Provide remote and on-site system support, including data backup and restores, server monitoring and troubleshooting
• Assist in training junior engineers / helpdesk personnel
• Monitor and respond to trouble tickets
• Administer Active Directory domains
• Build and maintain client relationships through effective communication and delivering on the client’s expectations.
• Generate and maintain network documentation
• Build and Stabilize Microsoft Windows server and desktop environments
• Monitor and communicate project progress, ensure strict adherence to deadlines and budgets and ultimately produce high quality deliverables.
• Serve as the primary point of contact for client contacts
• Manages a diverse and complex scope of support issues that includes desktop, networking, servers, and database.
• Created a server inventory to provide a central location for IT support to refer to when for troubleshooting and keeping up with ongoing changes.
• Resolve various level 3 support issues ranging from Exchange 2007 certificates to terminal server issues.
• Provided a plan as to how IT support should go about implementing certain technological issues that came up.
• Presented knowledge as to how incoming and outgoing mail flows in the enterprise.
• Exposure to Exchange 2010
• Configuring and troubleshooting Windows 2008 server, Windows 2003 server, and Windows 2000 server.
Feb 08 – September 2011 Senior Systems Engineer (Lead Engineer)
Employer: Covenant Dove Corporation
• Participated in the implementation of a new Data Center that consolidated 100+ Dell server environments into 40 Dell Poweredge Servers to include Facility support with Dell Hardware, software, and warranty status.
• Configure, support, and implementation of Active Directory, Exchange 2007, ESX 3.5, and file\print sharing environment.
• Configure antivirus, backup solution, and Citrix support for the enterprise. Provide desktop hardware and software support for local and remote locations. Configured DNS and DHCP servers for the enterprise.
• Creating Group Policy objects using the Group Policy Management Console for various organizational units and security groups in Active Directory.
• Implementation of EMC CX300 SAN Hardware\Software. Configuration of LUN’s, Storage Groups, and Zones. File Cluster creation and support.
• Planned, managed and implemented project milestone in a timely manner and provide status reporting to IT staff on each phase of delivery.
• Organize, consolidate, and migrate data for incoming and remote sites as it integrates with the environment.
• Communicate and recommend IT policy changes to executive staff
• Implement policies as requested.
• Implementation of Citrix Presentation Server 4.5. Install and publish applications, and configure appropriate access to users or groups.
• Exposure to Linux / Unix administration.
• Designed and developed a tape backup rotation strategy for our environment to recycle to reuse media after a specified time frame, which reduced costs by $30,000 a year.
• Administer and Support Citrix Presentation Server 4.5 Environment.
• Add server to farm, setup published applications and desktops to users, setup Citrix Web Interface, and configure load balancing parameters for better performance.
• Installed ESX 4.0 on Poweredge R900 servers, add servers to VMware cluster, add virtual networking to Vshpere console for server communication with Domain, add storage to VMware storage group for virtual machines to reside on, and configure template in which to deploy virtual machines.
• Mentored 3 engineers and provided leadership and assistance to their assigned tasks and projects.
• Handled managerial duties in the absence of the Director.
July 07– Jan 08 Systems Administrator\Project Manager
Employer: Vaco Technology – Client: International Paper
• As a consultant during this short term engagement, I administered and supported over 900+ HP Platform servers in addition to
Windows 2000, and Windows 2003 environment.
• Saved International Paper cost by removing servers that was listed in the HP support agreement that was no longer in service.
Facilitated a process to upgrade the existing server monitoring software to its latest version.
• Manage day-to-day operations of the local datacenter.
• Ensure that projects were completed on time and within budget.
• Participated as a key member of several strategic planning committees.
• Responsibilities included forecasting of future projects, budgeting and managing the engagement from inception to implementation.
• Project management responsibilities included maintaining project Schedules, time tracking, reporting and facilitating Senior Leadership meetings.
Aug 00 – July 07 Team Leader Datacenter Department – Systems Engineer
Employer: ACS-Corp.
• Administered and supported 3500 user Network with Windows NT and Windows2000, 2003, and Netware 6.5 Servers.
• Configured and supported over 300 network and stand-alone printers with adherence to Service Level Agreements with Penalties.
• Administered and supported Exchange Server 2003 in a clustered environment.
• Configured, supported, and administered Network switches.
• Provided after hours on-call support for enterprise.
• Monitored daily backup operations (ArcServe, Commvault).
• Resolved printer problems that were an economic impact on the company.
• Monitored inventory of Hardware and Software using LanDesk.
• Lead Server Consolidation project in order to improve network performance and reduced cost associated with the maintenance of server hardware.
• Technical lead on SharePoint Implementation Project and Pictometry Application Project.
• Member of team to that moved into our new datacenter
• Implementation of Active Directory, and Groupwise Email migration to Exchange 2003 as well as Exchange 5.5 to Exchange 2003.
• Team Leader for the Datacenter Department.
• Provided Leadership and Guidance to the other 4 engineers and advised them regarding their assigned tasks and projects.
• Carried out certain managerial duties in the absence of the manager.
Education: Bachelor of Business Administration, May 2000
Management Information Systems (University of Memphis)
Project + Course
Network + Certification
Windows NT 4.0, Windows 2000 - Microsoft Certified Professional
Passed Microsoft Exam (70-215) – Windows 2000 Server
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