Systems Administrator

Jonathan Wong Cell: 508-***-****

** ******* **** ****: 508-***-****

Dartmouth, MA 02747 *******@*****.***

Professional Summary:

An experienced IT professional with a diverse background in roles such as IT infrastructure, Technical Support Engineer, Customer Support Engineer, Application Developer, and Data Center Support Engineer. Motivated and skilled in various technical areas, I possess expertise in network monitoring tools, network infrastructure, retail systems, ticketing systems, remote access, deployment, patching, backup storage, disaster recovery, and various operating systems. Provides support in a 24x7 environment, handling tasks ranging from system administration to troubleshooting and maintenance.

Training & Certifications:

WordPress

VMware Horizon

AWS

CloudFront

Jenkins

Dynatrace

ITIL Certification

Blade Server Training

Network Training: Router, switch, DSL, satellite, and hub

Active Directory Training Certificate

Tivoli Storage Manager Administrator Certificate

A+ Certification

Technical Skills:

Network: Routers (Cisco 2950-24/48), DW7700 Satellite, Checkpoint Firewall (Cisco 2850), DNS (QIP Management), Switches, LAN/WAN, TCP/IP, and VPN

Retail: POS server, Triversity, debit pin pads, hand scanners, and price checkers

Ticketing System: ServiceNow, JIRA, and Remedy

Backup Storage and Disaster Recovery: EMC Data Domain, Veritas NetBackup, Tivoli TSM, and ARCserve.

Servers OS: Windows 2008 R2, 2012 R2 and 2016; and Linux Ubuntu.

VMware: vSphere, ESXi, and installation.

Network Monitoring Tools – HP OpenView, Cisco Work, SolarWinds, Nagio, Dynatrace, SiteScope

Work Experience:

Optum Services Inc. / Unitedhealth Group Quincy, MA Jun 2022 - Present

Systems Management Analyst

•A good communicator towards customers/clients, accountable for being clear and concise on next steps and with following up on all activities.

•Engage and drive the incident process from initial issue to final resolution and determine the root cause.

•Troubleshooting/Incident Event Management and notify all appropriate team members internal/external regarding issues.

•Coordinate various incident management issue where appropriate and adhere to all specific controls to department related activities.

•Utilizes documented processes to make informed and appropriate decisions, escalating when required.

•Drives the incident handling to resolution (logging, recording, and resolving incident) until the event has been restored.

•Ensure an incident is closed and all stakeholders are satisfied with the end results.

•Engage the project team to complete assigned tasks in support of the Production and Development environments.

•Identify and engage Support Teams / SME's as needed in a timely manner, notifying test teams of status, obtaining a clear understanding of the tasks and execute all tasks as defined or created for all Product releases, Softheon, AWS and Open Enrollment activities.

•Displays a high spirit and collaborative effort to work with both internal and external vendors.

•Delivers consistent results in support of all release testing during the SDLC life cycle.

•Coordinates with Support Teams (QA and Dev Support) and Host Cloud provider to resolve any issues that occurs in a timely manner.

•Provide accurate monitoring and reporting to the client and internally within Optum.

•Provide timely reporting of all recurring communications. Continuously monitor, report all issues, and utilize tools to diagnose, triage, and resolve any issues.

•Manage all software and services supported by the organization.

•Manage Incident Events.

•Coordinate various incident management issue where appropriate and follow all appropriate processes.

•Provide support by completing the daily validation of activities which have been turned over from previous shift inclusive of environment status, incident, and various upcoming maintenance activities.

•Provide Dynatrace monitoring and reporting capabilities which allows more depth on shift.

•Provide more contribution to the team since a reduction in staff by taking on more responsibilities.

Sanofi, Framingham, MA Mar 2017 – Jun 2022

Systems Administrator

•Provide support for Pharmaceutical Manufacturing Systems, Automation Systems, and IT infrastructure.

•Provide Systems Administrator support for the Manufacturing Technology Operation Center (MTOC) – Inova MES, DeltaV, PI Historian, ANMS(Logmate), EMS Production, ViCell, PLC, SLDC, Filtration Integrity Tester (FIT) devices, Triage issues and escalate events to on-call Engineers.

•Perform account provisioning for Manufacturing Systems, Automation Systems, and IT infrastructure.

•Perform routine maintenance tasks on IT infrastructure.

•Experience with multiple vCenter ESX environments - accessing servers, virtual machines, and networks.

•Experience with Windows Server, VMware, Active Directory, VLAN, port, Cisco network.

•Coverage on a 24x7x365 days a year, days, night, weekends, holidays, sick, vacation, training new hires, emergency and unexpected events, etc

•A person that is responsible and possesses great problem-solving skills in an FDA regulated environment.

•An understanding and compliance with 21 CFR Part 11, MA 201 CMR 17.00, Sarbanes Oxley, GXP and GAMP5 regulations.

•Provide support for Pharmaceutical/biotech due to required paperwork associated with server and network change and build management.

•Provide Active Directory support, provision user accounts, permissions and password resets.

•Experience using systems monitoring tool – HP Openview and SightScope.

•Provide Data Center Systems support – systems, patching, troubleshoot, backup and recovery, drive replacement, etc.

•Provide support for computer systems, iPads, iPhones, printers, and other peripherals.

•Experience with ServiceNow to support requests, tasks, changes, incidents, problems, and asset management activities.

Intel Corporation, Hudson, MA Jan 2010 – Mar 2017

Data Center Server Engineer

•Provide server level support and network administration on Windows (2003, 2008 R2, 2012 and 2016) and Linux environment.

•Duties include server/network troubleshooting, break/fix, and maintenance.

•Provide VMware vSphere support.

•Support HP servers and Cisco networks within a data center environment.

•Experience server and network support - supporting both hardware and software.

•Experience with support of multiple Data Center environments.

•Provide level 3 support in a Global Operations environment.

•Experience with ServiceNow to support requests, tasks, changes, incidents, problems, and asset management activities of servers and network equipment.

Genzyme, Framingham, MA Jan 2010 – Jun 2012

NOC Engineer

•Coordinate shift activities with other team members to ensure trouble tickets are prioritized and Operational Level Agreements are met.

•Identify and provide technical, analytical, and support for the Global Network Operation Center.

•Perform incident assessment, problem resolution and service restoration.

•Support Active Directory and account management.

•Backup monitoring and verification.

•Document, resolve, and close trouble tickets where possible and escalate as required.

•Worked various shifts depending on business needs.

•Monitored virtual server, clustered server, and server hardware.

•Operating systems (VMWare, Windows 2003 Server and Windows 2008 Server).

•Performance monitoring tools (SolarWinds)

•Ticketing system: Clarify and Remedy.

•Identify, diagnose, and resolve issues with Cisco routers and switches with client/server interconnectivity.

Marsh & McLennan, Franklin, MA Jul 2009 - Dec 2009

NOC Engineer

•Provide technical support throughout Windows 2003 and backup environment.

•Monitor for network for connectivity issues and notify System Admin(s) of hardware issues.

•Monitor system activity (Production jobs, disk usage, hung and/or runaway processes).

•System Maintenance - Updating files; Follow reboot procedures accurately.

•Database Maintenance (follow database shutdown and startup procedures accurately).

•Production schedule - Identify failed and/or inaccurate system processes.

•Troubleshoot problems (Operations, System Admin or Programming issue).

•Notify proper contacts and or resource(s) to complete tasks.

•Provide support for restore requests, patching (Windows upgrade), and software deployment.

FM Global, Johnston, RI Jan 2009 – Jun 2009

NOC Analyst

•Provide support and assistance of existing Data Center to a new infrastructure.

•Monitor servers in both locations for issues in the NOC, A/C, servers, and electrical power.

•Provide support for production process on the IBM Mainframe, Tivoli Work Scheduler (TWS), and Windows servers.

•Ensure completion of backups on the IBM Mainframe, Windows and Peoplesoft servers.

•Verified server operating system, software application, and department approval of a successful migration by going through several consistency checks.

TJX Companies, Framingham, MA Mar 2007 – Nov 2008

Technical Support Specialist

•Worked in various departments Network, Retail, Corporate, and Software Management.

•Provide problem research, isolation, resolution, follow-up, routing, and escalation as required.

•Strong communication and phone skills, excellent problem solving, analytical, and customer service skills.

•Resolve hardware and software issues from external and internal users.

•Experience configuring Cisco Routers, switches, firewalls, and VPN.

•Work on special projects - Network script upgrade, Raid hard drive upgrade, and anti-virus software upgrade.

•Support retail concerning any computer or network issues.

•Resolve any retail issues with the rf hand scanners.

•Upgrade the POS servers by replacing the hard drives in 2500+ retail stores to ensure PCI Compliance.

•Verified all retail registers were in PCI compliance with Antivirus, Triversity Point of Sale and other bundled applications.

•Provide coverage on off shift, weeknights, weekends, holidays and when requested.

Acushnet Company, Fairhaven, MA Dec 2000 - Feb 2007

3rd Shift NOC Supervisor

•Provide support to users on Help Desk, IBM AS400, Tivoli Work Scheduler (TWS), server operation and a Global Network Infrastructure.

•Monitor user's applications using using TWS and operational architecture throughout a Network Operating Center (NOC) envirnmont.

•Report on system and network performance related issues.

•Ensure system installations are in accordance with standard procedures and Service Level Agreements.

•Respond to critical issues in accordance with department procedures.

•Provide Active Directory support with adds and password resets.

•Provide implementation, document, and support for a disaster recovery plan.

•Escalate TWS issues to appropriate on-call department quickly and efficiently to resolve problems within Service Level Agreement (SLA) requirements.

•Provide support of customer SLA processes. The functional steps of change requests and trouble ticket submissions.

•Perform other daily operational tasks as required by business requirements.

•Professional demeanor with strong verbal and written communication skills to interact with technical and non-technical people, team members, users, customers, vendors, and management team.

•Strong problem solving and analytical skills, ability to prioritize work to ensure deadlines.

•Work outside of regularly scheduled hours, and on-call support.

•Provide support with production and test environment, backups and restores.

•Installation and configuration of Tivoli Storage Manager software on Windows Client and Servers.

•In-depth knowledge of Tivoli Storage Manager architecture, operations, and troubleshooting.

•Managed the Tivoli Storage Management environment, including creating or changing requirements for systems programming, applications programming, networks, and computer operations.

•Defined and implemented solutions using the TSM platform and implemented system enhancements (software and hardware updates) that will improve the performance and reliability of the system.

•Managed load configuration of TSM and makes recommendations for purchase or upgrade of systems.

•Coordinate equipment and facilities orders, installation, system planning, upgrading, monitoring, testing and servicing and approving action requests and specifies purchase requirements.

•Manage and coordinate server project to a larger IT infrastructure due company growth.

Education:

1995 B. S. - Business Information Systems

University of Massachusetts, Dartmouth, MA

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