Systems Engineer Senior

Ikenna Foxx

PO Box ****** Las Vegas, NV *****

702-***-**** *******@*****.***

OBJECTIVE:

Seeking a role to leverage over 21 years of progressive IT experience, specializing in Data Systems, to contribute to the success of an organization.

SUMMARY:

Senior Systems Engineer and Systems Administrator

A dedicated Senior Systems Engineer experienced in VMware, Nutanix and Citrix technologies, adept at designing, implementing, and maintaining virtualized IT systems. Skilled in VMware administration, including installation, configuration, and maintenance of virtualized environments. Bringing extensive experience in architecture design, VMware administration, Citrix engineering, networking, security, capacity planning, and performance optimization. Known for meticulous documentation, efficient problem-solving, upgrades, and collaborative efforts to align IT environments with organizational objectives. Server/Network Configuration: Proficient in configuring and optimizing server and network infrastructures to ensure performance and connectivity. Diligent in maintaining comprehensive documentation to facilitate knowledge transfer and support continuity. Effective listener with the ability to understand and address the needs and concerns of users and stakeholders. Analytical thinker capable of evaluating complex situations, identifying patterns, and formulating logical solutions. Strong team player with communication skills, capable of collaborating effectively with cross-functional teams. Detail-oriented with ability for identifying and addressing potential issues before they escalate. Committed to continuous learning and professional development, staying abreast of emerging technologies and industry trends.

Obtained over 21 years of progressive IT (Data Systems) experience ranging from mid to high level organizations. The main specifics of past roles have exposed me to high level IT enterprise environments supporting Software Applications, Infrastructure & Data Center Operations, Project Management, Technical Support, Agile Methodology, Virtualization, Software Upgrades & Implementation. My experience includes serving as an IT consultant and as a direct hire providing advice to customers on company products and identifying problematic issues with software applications and configurations to meet organization demand and requirements. Serving as a Tier 3 support liaison between customers internal IT teams by utilizing a variety of communication and remote tools to resolve workplace challenges. Tier 3 role- completing different technical tasks and distributing guidance to influence Executive Leadership decisions, business units within the organization, and the customers. I have experience in incident response, incident management (ServiceNow), and IT operations for enterprise level technical environments. I possess proficiency in server and computer systems, network administration, software installation, and support. Experience with Microsoft SQL Server 2008, 2012, 2019. Strong SQL database background with database administration, and SQL server reporting. In-depth knowledge of Windows Operating Systems including Windows 7, Windows 10, Windows Server 2008, 2012, and Windows Server 2019. Skills and ability in Windows server deployment, administration, troubleshooting, MS Clustering, VMware, Active Directory and ITIL practices. In addition, experience with Marathon servers, AS400 interface system environments. 8 years of Hotel/Casino managing system installations, upgrades/maintenance and most recently, 5 years at a medical corporation as the single-local Information System Engineer III/ Site Administrator, servicing over 280 employees, including vendors. SSRS for reporting & PowerShell for scripting, Active Directory, IIS Manager, Windows Server 2019, One-Drive Admin, Zoom Admin, and SharePoint Admin. SQL Server Administration (including SSIS & SSRS): Maintained SQL scripts and serviced stored procedures to provide support for daily operations in different IT environments to include Vendor companies that services Casino Software as well as Casino environments, Mortgage Banking and Medical Healthcare companies. Over the years the admin tasks at the following -- International Game Technology, Wynn Resorts, Agilysys, Varian Medical Systems, and Varex Imaging Corp companies – all utilized software that interfaced to servers that contained data driven proprietary software. Data Tasks: Designed and maintained SQL statements for Gaming applications, Point-of-Sale applications, & hotel applications -Performed database defragmentation while optimizing SQL queries, and improving database performance and speed -Utilized sub-queries to simplify complex queries involving multiple tables -Performed database tuning using the following SQL trace and Auto Trace -Exposure to Dashboards (Medical) -Support of sustainable healthcare technology with solutions to improve patient data by storing and retrieving manipulated data for close analysis of system capabilities. Used SSRS to help support various kinds of reports for Casino back-office accounting. Exposure to stored procedures used by the reports to generate the data. Exposure to Crystal Reports. (SSIS) to support jobs for extracting, cleaning, transforming, and loading data. Involved in the migration of databases to new versions 2005, 2008, 2012.

Skills

Windows Server 2012-2019

Windows SQL Server 2016-2019

Application Configuration

Server/Network Configuration

Software Management

Network Security

Backup

Citrix

Performance Monitoring

VmWare vCenter 6.5 – 8.0

Hardware Installation

Vendor Management

Experience

Fontainebleau las vegas

Application Lead Engineer, opening Member 12/2023 - 01/2025

Objective:

Lead Application Support Engineer with experience in administering and supporting IT systems which leverage system management and technical administration and support to contribute effectively to Fontainebleau Las Vegas.

LEAD APPLICATION SUPPORT ENGINEER

●Provide day-to-day administration and support for applications used by engineering teams, ensuring system availability and reliability.

●Collaborate closely with IT and internal business teams to troubleshoot and resolve user issues and trouble tickets within established SLAs.

●Conduct system configuration, workflow management, and prioritized issue resolution to maintain operational efficiency.

●Research, diagnose, and effectively troubleshoot complex technical issues, implementing solutions to enhance system performance.

●Partner with business operations and software vendors to define and improve business requirements, ensuring alignment with system goals and objectives, managing vendor relationships

●Participate in the implementation of new applications and enhancements, attending project meetings and facilitating discussions as required.

●Maintain documentation of system/application topology, integrations, and version release notes, contributing to the development of a robust knowledge base.

●Collaborate with IT members and vendors to resolve system issues, perform root cause analysis, and implement technical solutions for high availability, such as IT Network teams, IT System Engineering teams, IT project management teams, IT Governance teams, and IT Leadership teams.

●Participate in new application implementations and enhancements, facilitating meetings.

●Conduct root cause analysis and implemented technical solutions for system incidents.

●Interact with other IT departments to resolve issues and ensure high-quality support.

●Ensure compliance with application versions/licensing and implemented upgrades as necessary.

TECH:

Proficient in system configuration, workflow management, and technical support.

Strong knowledge of application troubleshooting, root cause analysis, and issue prioritization.

Experience with gathering requirements from stakeholders and implementing software solutions.

Familiarity with and producing requirements/product analyses.

Experience with deployment and support of complex hospitality and casino systems preferred in a luxury resort.

Knowledge of IT project implementation or project management. Strong technical knowledge of IT systems and infrastructure.

Experience with enterprise system databases (e.g. MS SQL Server, or MySQL).

●Ability to work independently and as part of a team in a fast-paced environment

CONTRACTOR - INFO TECHNOLOGY - - 01/2022 - 12/2023

During my tenure as an IT contractor, I completed various diverse roles as Applications Engineer II, Systems Administrator II, and Senior Systems Engineer. My responsibilities encompassed a wide array of tasks such as developing and executing engineering strategies to bolster production efficiency, tailoring solutions to meet specific customer needs, crafting quality control protocols for testing, configuring network infrastructure components, fortifying system security measures, monitoring system performance metrics, troubleshooting hardware and software issues, overseeing server systems and virtualization technologies, managing Active Directory services, contributing to infrastructure projects, aiding in disaster recovery efforts, analyzing server issues, advocating for IT governance processes, generating technical documentation, coding and testing software applications, optimizing system performance, providing adept technical support, and collaborating seamlessly with cross-functional project teams

APPLICATIONS ENGINEER II - 04/2022 - 08/2022 - IT AVALON - Phoenix, AZ

SERVER ADMINISTRATOR - 01/2023 - 06/2023 - MINDLANCE INC - Union, NJ

SR SYSTEMS ENGINEER - 09/2023 - 12/2023 - HCL AMERICA - Sunnyvale, CA

MINDLANCE, INC

Union, NJ 07083 Contract

Systems Administrator II M&T Bank, Buffalo NY 01/2023 – 05/2023

Windows Server and Infrastructure support for Financial Crimes & Fraud teams. Responsibility include Administration to Database Server, Application Server, Interaction Server, VoIP Recording Servers, System Mapping, Screen Recording, Playback, Reporter, Sentinel, Archiving, and Total Recording Solutions which supports the Fraud-based Voice Biometrics System– all categories required theory and administration of the On-Prem NICE Engage Solution. NICE product line certified. Providing support to Internal end-users and interfacing with NICE Technical advisors to support a web-based software,17 development servers and 22 production servers. The NICE platform detects fraud in real-time with Imposter Mapping and Hot List capabilities, allowing millions of voiceprint comparisons every minute. Voice Biometrics Authentication from Core Security is part of the Secure Reset solution, enabling organizations to deploy multi-factor authentication through a full suite of out-of-band channels, including mobile app, SMS/text messaging, and telephone DTMF and voice biometrics. This role completes all complex system administration responsibilities for the fraud assigned area of the Bank.

Assists in design and manage VMware and Windows Active Directory, support and administrate GPOs, DNS, and other Windows core services for Windows server 2019.

Resolve escalated issues from the IT Service Desk and other IT departments. Proactively monitor servers to anticipate and mitigate problems.

Abide by all Change Management, Service Management and Incident Management processes and procedures. Attend Change Approval Board (CAB) meetings, Incident Management conference calls and daily Agile stand-up meetings, as needed.

PowerShell-Practical scripting Knowledge to automate tasks and processes using PowerShell. Manage scripts to perform system tasks with PowerShell.

Windows Server Administration relevant experience in MS Windows server administration.

Enterprise-level Server Administration. Demonstrated experience in managing, implementing, and maintaining enterprise-level server administration.

Networking. General knowledge in Networking. TCP/IP, firewall, network routing

IT Runbooks. Assist in managing IT runbooks, and system and project documentation.

Microsoft SCCM. Enterprise experience in Microsoft System Center Configuration Manager including deploying all patches, software updates and imaging.

Experience working independently or functioning as a member of a team.

Decisiveness with a strong work ethic. Experience interacting with all levels of personnel.

Support All servers (Windows 2019) for the Fraud IT environments. Install and patch all servers for all updates and software implementations.

Complete user access provisioning for Fraud systems. Ensure real-time validation work is properly completed. Serve as third level escalation point for customer calls related to systems and communications.

Handle complex re-certificate updates against all servers. Maintain an in-depth understanding of the business and its functions, processes and operations.

Follow up on requests until completion. Triage/troubleshoot production issues and serve as escalation for point reps. Identify process improvement opportunities. Handle custom job requests.

Represent System Administration interests on projects. Respond to all major incidents.

Create new server and system environments as needed, including designing, completing system installation, documenting, and enforcing system standards (17 Development servers & 22 Production servers, all new 2019 servers.

Optimize system performance by monitoring, troubleshooting issues, and scheduling upgrades to maintain a secure and reliable environment. Maintain an ability to work both independently as well as in a team environment.

VMware Admin duties

Installing and configuring new systems and applications, including operating systems, databases, web servers, and other infrastructure components

Installing applications such as operating systems, databases, web servers, and other infrastructure components

Troubleshooting problems with software, including responding to support requests from users

Monitoring server performance to identify problems and adjustments to improve performance.

IT AVALON, LAS VEGAS, NV CONTRACT

APPLICATIONS ENGINEER II, 04/2022 – 08/2022

VAREX IMAGING CORP

Info Systems Engineer III 01/2016 - 12/2021

Manage the local IT infrastructure of software and hardware resources and equipment by supporting over 280 employees with vendors, 80 remote end-users. Responsible for managing and supporting Office 365 user accounts, OneDrive, SharePoint, Microsoft Teams, Azure, Active Directory, SCCM and Intune. Set-up, deploy and support end-user resources to include laptops, desktops, mobile phones, tablets, VOIP phones, scanners, video surveillance systems and video –conferencing systems. Ensure all computer systems and end-user resources are updated with critical security patching and malware protection updates to maintain security and reliability. Provide hands on technical assistance to Varian IT client and server systems, monitor and resolve ServiceNow Incident/Request Workflows to meet defined Service Level Agreement (SLA) timelines. In addition to managing IT services, provided operational support to two onsite Data-closets, and the off-site Data Center. Provide guidance on all aspects of client's Virtualization Infrastructure including desktops, thin clients, application virtualization and client image. This requires interacting with technical and non-technical personnel/vendors to meet SLA timelines and to proactively oversee the monitoring of IT devices, applications and services. Trained and onboarded Helpdesk team.

Work within a global team to support end users and client devices domestically and internationally. Collaborate on projects with team members globally and serve as contributor to the development of the Organization. Selected on occasion to travel to assist with site projects. Minor exposure Citrix. VPN, Polycom Phone, Cisco Video Conference Systems, AirWatch, PeopleSoft, Avaya, MFA, Splunk, Cohesity, Hitachi Backup/Storage. Exposure to Active Directory, IIS Manager, Windows Server decommissions, dell hardware.

Manage Network upgrades, Server Upgrades, Application Upgrades, Security Patching, and projects related to infrastructure technology.

Build, install, configure and maintain VMware products including Horizon View, VDI, and vCenter virtualization. Provide advanced troubleshooting and problem resolution of the client Virtualization Infrastructure. Planned and executed regular VMware Horizon maintenance upgrades. Assisted with Change Management procedures and best practices for support. Documented new help desk procedures as well as maintain documentation on troubleshooting and technology products. Contributed to the knowledgebase to ensure compliance for hand over to Helpdesk teams. Maintained password vaults, data, and system security according to IT security processes Experience working with 3rd party vendor software in support and engineering environments Experience with SAP install & configuration -Experience working with Java software interfaces. Technical liaison between Global IT team and Business divisions for the rest of organization. Completed over 2600 ServiceNow ticket incidents and requests in a 5-year period, assigned as solo IT-resource for Las Vegas, unsupervised. Primary IT resource for a start-up medical company

Opened 2 additional offices acquired by the company in Santa Clara, CA and San Jose, Ca – provided on-boarding and Infrastructure support to each office via scheduled travel.

Experience working independently or functioning as a member of a team – Self Managed.

AGILYSYS

Systems Integration Engineer 09/2015 - 10/2016

As an Interface Engineer I built servers and databases for company products such as Property Management systems and Point of Sale systems which interfaces with third party vendors.

These third-party vendors include In-room Internet services, Call Accounting services, Pbx services, Room Key locking services, and hotel third party systems (Expedia, TravelClick, B4checkin, Travelocity, and Orbitz).

I used these third-party vendors’ systems to interface with the primary Property Management Systems and Point of Sale Systems. I worked with clients and their IT environment remotely through Bomgar, VMware, TeamViewer, Go2Assist, Dameware, LogMeIn, SCCM, and RDP.

In working with the remote tools, I setup installations, configurations, server builds, server loading, server swaps, and database administration/management.

SQL Server Administration – Installation onto servers, setup security accounts

SQL Server – Implemented customer data into newly created databases

SQL Server - Involved in deploying reports in MS SQL Server environment using SSRS-20008

Point of Sale system menus are setup, configured, and web services configured as well as IIS Manager and the Interface devices. Ingenico credit card devices are configured and mapped Key locking systems are configured and setup via Ip address and port Pbx systems are setup via serial or TCP server connections. These are a few basic examples of the entire Interface process.

WYNN RESORTS

Applications NOC Engineer 06/2014 - 08/2015

Served as a 2nd and 3rd level escalation for production environment issues.

Maintained and updated standard troubleshooting procedure documentation to reduce future escalations.

Assisted in implementation of approved application Production Change Request (PCRs) to IT production and test environments.

Provided user account creation, account management and user access management to all end-user business applications.

Worked closely with other IT groups including Helpdesk Support, Desktop Support, Quality Assurance, Systems Engineering, Database Management, IT Development and Project Management in troubleshooting and resolving production system issues.

Experience gained in supporting application systems used by the Hotel and Casino Resort- apps such as –IGT/Acres, Micros Point of Sale (POS), Micros Opera, NSB, Compass, NRT, Teradata, Tibco and PeopleSoft.

Provided support for Avaya telephone systems.

Administered Windows 2003, 2008, 2012 Server platforms with an emphasis on Active Directory.

Utilized enterprise monitoring tools to include Microsoft Operations Manager and Microsoft System Center.

Exposure gained with VMWare Administration from IT Production and Testing environments.

Acquired working knowledge of network services, setup and administration of DNS, DHCP, VPN, RSA, Secure FTP. This also includes knowledge of LAN/WAN fundamentals, gained exposure with routers, switches, internet firewalls, and group policies. Gained experience with switch and security system products from Juniper and Extreme Networks.

Investigated alarm conditions presented by various internal and external management systems and begin triage efforts to assist in troubleshooting of the affected application infrastructure.

Assisted all divisions of IT with routine activity of host and client network address management for PCs and printers, network port lock and unlock, AD group memberships, non-intrusive diagnostics such as ping, and traceroute. Also provided system resource and data gathering of log file retrieval and system inventory.

Performed approved routine system maintenance on production systems. The maintenance steps and processes were subject to be changed or updated by other IT groups including Systems Engineering, Application Support, Developers, Vendors and Project Managers.

Monitored and maintained all data backups including tape management.

Managed the inventory of all system hardware and software assets.

Provided an account of relevant activity during the shift and submitted end of shift reports. Also transitioned unresolved and pending items to the next shift.

Applications Engineer 06/2012 - 05/2014

Supported end users of business applications utilizing technical or vendor management skills to support application fixes, provide application technical support, and resolve application system outages. Work closely with numerous business units to build a strong rapport for the Casino Gaming team. Function as the primary IT Support contact for IGT Advantage software application suite of products (Cage Accounting, Slots EzPay Ticketing, Casino Accounting, Table Games, Audit, Credit Collections, Player Management and Title 31 Compliance, IGT Mobile, IGT Mobile Employee, IGT Resort Wallet, IGT Event Monitoring, iReserve, IGT-Cashless, IGT-Analytics, On-Demand-Suite, Virtual Drawing Manager, Advantage Floor Monitor).

Responsible for possessing a detailed understanding of IT and Business Operations, Architectural Design/ Infrastructure and communicating the benefits of digitization of business to leaders.

Responsible for after-hours tier 3 escalation with rotational on call support one week monthly supporting Casino Gaming.

Successfully achieved PCI compliance within Casino Gaming applications for the Wynn where I facilitated application enhancement projects under general supervision of the Project Manager.

Worked closely with Database Administrator teams to provide data manipulation to the Gaming applications. Built a solid foundation in troubleshooting SQL database issues. Assisted in the development of disaster recovery plans for Gaming infrastructure including dataflow diagrams, SLAs, and identifying single points of failure.

Provided coordination and management of deliverables for users to include working with users to identify business requirements, writing functional specifications, developing timelines for project deliveries, participating in application testing and quality assurance, managing project tasks and resources to completion.

INTERNATIONAL GAME TECHNOLOGY (IGT)

Technical Support Engineer II 10/2009 - 02/2012

Provided level 1 and 2 technical support to IGT system customers that are calling with system problems or technical related questions. Troubleshoot for IGT, Bally, Williams, Atronic and Aristocrat slot machines.

Conducted technical analysis to diagnose and resolve high severity incidents in addition to solving technical problems.

Identified the root cause of symptoms and the action required for resolution using the following: company databases, customer proprietary documentation and collaboration with the installation team, infrastructure team, and field support engineering team. Established remote connections to provide real-time support and solutions on production systems while following compliance guidelines.

Supported IGT Advantage suite installations and upgrades while working primarily with applications using SQL databases.

Data/record manipulation and transaction corrections for back-office accounting, table games, casino ticketing, cage accounting, patron management, and reporting.

Identified and eliminated duplicate records on customer databases, archived database records with no activity for specified period, and provided troubleshooting on reports generated from software applications.

Provided database maintenance with defragging databases and updating statistics. In addition to the maintenance, assisted with the creation and modifications of table structures, indexing, SQL Server Integration Services (SISS) package support, rewriting scripts and stored procedures.

Worked on a team that provided 24/7 database support, routine testing for maintaining the functionality of databases.

Diagnosed problems with SSIS packages, stored procedures used on both SQL Server 2005, and 2008, 2012.

Conducted thorough system-wide analysis on Casino databases through remote connections to customer properties.

Responsible for database system modifications in response to customer needs and day-to-day system integrity.

Replicated reported issues in a lab environment while engaging a solution and using the proper channels of Engineering to address the symptoms.

Setup of multiple subnets and VLANs using HP Procurve switches. CVT fiber loop testing for slot machine communication to the server.

Conducted periodical data backups, truncating of SQL transaction logs, and shrinkage of SQL databases.

Modified SSIS packages in support ETL’s for staging database in support of database warehouses.

Created service tickets, documented cases, and provided software support.

Established remote connections to casino properties via Windows VPN connections, Sonic Wall, Citrix Meta frame, Telnet, LogMeIn, Team Viewer, SQL Server, VMware, and Remote Administrator in a cubicle environment.

Technical Support Engineer I 11/2007 - 11/2009

Primary application support for IGT Advantage suite software application products (Cage Accounting, Slots EzPay, Casino Accounting, Table Games, Audit, Credit Collections, Player Management and Title 31 Compliance, IGT Mobile, IGT Mobile Employee, IGT Resort Wallet, IGT Event Monitoring, iReserve, IGT-Cashless, IGT-Analytics, On-Demand-Suite, Virtual Drawing Manager, Advantage Floor Monitor).

Provided front end application support to external clients including diagnosing and troubleshooting problems with IGT systems installed at customer sites.

Provided technical support to end-users on database and software-related issues.

Opened customer cases, logged customer questions, and resolved customer issues within SLA time.

Identified, researched, and resolved technical problems assisting outside vendors and technical support teams.

Provided the primary desktop and software-related technical support for problem resolutions.

Provided IT support with server administration, user account maintenance, and network security.

Provided accurate problem descriptions with all necessary supporting documentation for inter department triage of client issues. Escalated service tickets as needed.

Maintenance and administration of Ezpay server, workstations, and remote validation handhelds. Micros support and maintenance of POS terminals interfacing with IGT Bonus systems.

Call center area with a purpose of transmitting large volumes of technical requests via phone and conference to achieve effective customer service and system support for casino environments. Created and documented all requests in a ticket/case format.

Provided end user support of features and functionality of applications, and training for users.

GMC LENDING SERVICES

Systems Administrator 01/2003 - 12/2005

Functioned as the first point of contact for staff seeking technical assistance for technology issues.

Administrated user’s PCs remotely. Provided technical support, addressing multiple hardware and software platforms at an intermediate level.

Consulted with users to determine source of specific error and recommend solutions.

Provided technical support over the phone and in person, and maintained functionality of the facilities workstations, and printers.

Remained on-call for helpdesk assistance supporting 350+ corporate staff.

Resolved computer software and hardware problems for all employees.

Set up hardware for employees, maintained and supported a corporate network and the Cisco Telecommunications systems.

Produced accurate routine reports, and data retrievals for staff as needed from SQL databases and served as the point person for managing custom reporting requests.

Configured advanced firewall rules to ensure secure communication between internal networks and external entities.

COCONUT GROVE BANK

Helpdesk Analyst 01/2002 - 02/2002

Answered staff questions in person and via phone on all company supported applications.

Conducted remote diagnostics on users’ pcs where I worked one on-one with staff on application projects.

Determined source of failures with hardware, software, user access, network, or server troubleshooting.

Advised staff on appropriate resolution actions. Documented resolutions for future references.

Provided first-tier phone support at the Help Desk for all technology questions using the knowledgebase.

Received and filed checks deposited at the Bank. Reconciled

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