Systems Administrator Customer Support

Edward Thomas

**** ********* *** #**, *********, MD 21206 301-***-**** *************@*******.***

Professional Objective:

Seeking a challenging role as a Systems Administrator where I can leverage my extensive experience in IT infrastructure management, automation, and customer support to drive operational excellence and contribute to the growth and success of the organization

Summary of Qualifications:

Strong organizational, analytical, and interpersonal skills.

Effective decision-making and communication abilities.

Proficient in customer service and technical content.

Completed leadership and technical courses.

Professional Experience:

Systems Administrator

Automated Health Systems, July 2024-Present Elkridge, MD

Maintain Azure Active Directory to manage user identities for 200+ in-house AHS employees and a further 300+ DHS employees who Work From Home.

Qualys Vulnerability and Patch Management to monitor and maintain computer systems and networks to ensure proper functioning.

Ensured compliance with IT policies and industry standards

Install, configure, and maintain computer hardware, software, networks, and printers

Conducted training with all incoming users for system security

Collaborate with IT teams to support infrastructure projects and initiatives

Managed support tickets through Fresh Service and prioritized tasks to meet Service Level Agreements

Automated tasks using PowerShell scripts

Assisted customers with basic technical issues via phone, email, or person

Collaborate with IT teams to support infrastructure projects and initiatives.

Help Desk Analyst

McLaren Health Systems (Contractor HCL Technologies), January 2022 – July 2024 Cary, NC (remote)

Diagnosed and resolved hardware/software/network issues for medical staff.

Managed relationships with vendors and support staff.

Administered user account provisioning for medical software (Citrix, Cerner, Kronos, PACS).

Documented and managed incidents using ServiceNow.

Technical Design Support

A-Safe, December 2019 - March 2020 Elkridge, MD

Prepared customer quotations and handled technical inquiries.

Created layout drawings using AutoCAD.

Assisted the sales and installation teams with technical support.

Fiber Customer Support Analyst

Verizon Fios, October 2013 – February 2018 Silver Spring, MD

Provisioned and maintained fiber-based voice, data, and video services.

Remotely tested and troubleshooted customer home services.

Configured network routers and customer CPUs.

Supervisor Night Shift - Frontier DSL

TRG Solutions, August 2010 – August 2012 Beckley, WV

Supervised 20-25 customer support agents.

Provided coaching and performance feedback.

Monitored performance using various software tools.

DSL Support Help Desk

TRG Solutions, October 2009 – July 2010 Charleston, WV

Assisted customers with OS issues and client-provided hardware/software.

Utilized knowledge-based tools for timely responses.

Network Specialist (Consultant)

Verizon FIOS, March 2006 - July 2009 Telemark Inc., Reston, VA

Coordinated with engineers, vendors, and clients to resolve network issues.

Managed trouble tickets and conference bridges.

Maintained the fiber OC192 backbone and SONET network.

Network Operations Tech

Time Warner Cable (Roadrunner DSL), August 2003 - January 2005 Herndon, VA

Provided end-to-end support for network/system issues.

Performed initial troubleshooting and incident management.

Certifications and Education:

Cisco CCNA Routing & Switching II, Brandman University, December 2017

Cisco CCNA Routing & Switching I, Brandman University, November 2017

Certified Network Technician Course, Brandman University, September 2017

Optix Ticketing and Testing Software, June 2017

Coffee Ticketing and Testing Software, December 2014

Troubleshooting/Repair Verizon’s Home Fiber Network, December 2014

Remedy Ticketing Software, March 2006

Clarify Software & Ticketing System, January 2001

Centralized Testing Software and System, December 1999

SS7 Overview, September 1999

Military Experience:

United States Marine Corps, Ft McClellan, AL

Military Police School, Corrections Certificate

Education:

Catonsville Community College

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