Senior System Support Administrator with 20+ Years Experience

DWIGHT JONES

**SUGARBERRY RUN HAMPTON, VA ***** 757-***-**** ***************@*****.***

OBJECTIVE

Senior System Support Administrator with over 20 years of experience supporting enterprise applications and infrastructure. Expertise in monitoring and incident management using ServiceNow, Splunk and SCCM, plus automation frameworks and scripting to streamline operations. Proven track record configuring and maintaining systems, diagnosing and resolving complex technical issues and participat- ing in agile teams and on-call rotations. Skilled in collaborating with cross-functional stakeholders and developing EDI interoperability proofs of concept.

SKILLS

•Operating Systems: Windows Server NT 4.0, Windows Server 2000, Windows Server 2008, Windows Server 2008 R2, Windows Server 2012, Windows Server 2016, Windows 7, Windows 8, Windows 10, Windows 11, macOS (8.5–15), iOS, Android

•Networking & Directory Services: TCP/IP, DHCP, DNS, WINS, Active Directory, LDAP, NTFS Permissions, Group Policy (GPO)

•System Administration Tools: WSUS, SCCM, USMT, MS SQL, Druva, BigFix, JAMF, Connected Backup, Bomgar

•Ticketing & Incident Management: Remedy, ServiceNow, SNOW, SLA Management, Metrics Reporting

•Cloud & Virtualization: Azure, Intune, VMware

•Security & Compliance: BitLocker

•Soft Skills: Customer Service, VIP Support, Communication, Writing, Interpersonal Skills, Cooperative, Supervisory Skills, Manage- ment, Multitasking, English

EXPERIENCE

NASA MSFC Leidos

Nov 2020 - Jul 2025

Remote Desktop Technician (T2)

•Provided technical support for equipment remotely using Bomgar.

•Provided end user support for all software configuration and hardware issues.

Huntsville, AL

•Diagnosed and resolved complex end-user hardware, software, application, and network issues using ServiceNow for incident management, reducing mean time to resolution.

•Configured and migrated user email profiles, O365 in an ongoing transition of PCs and Mac's, peripheral equipment, and software with established standards and guidelines.

•Troubleshot and resolved Windows 11 hardware break/fix, application software, and connectivity issues on HP, Dell, and Mac systems, leveraging BigFix for automated patch deployment.

•Installed security patches and updates across Windows and Mac systems using WSUS and Intune for compliance management.

•Provide support for desktop, laptop, and associated peripheral devices

•Managed and resolved support tickets using ServiceNow ITSM platform, automating alert notifications and ensuring SLA compliance.

•Installed, configured, and maintained Windows 11 systems

•Supported end-users with technical issues and maintaining a high level of customer satisfaction

•Documented issues and resolutions accurately in Remedy Service Now ticketing system

•Strong knowledge of Windows 11 Operating systems

•Experienced with hardware and software break/fix

•Proficiency with ticket management systems using Remedy Ticketing and Service Now (SNOW)

•Maintained and secured mobile applications on iOS and Android devices using Intune and Azure AD conditional access policies.

NASA LARC Leidos Aug 2008 - Oct 2020

Senior Dedicated Systems Administrator (T3) Hampton, VA

•Provided technical desk side support for desktop and laptop equipment in computer labs and wind tunnels, for the Research and Development Directorate and COD

•Provided end user desk side support for all software configuration and hardware related issues

•Resolved any end-user hardware, software, application and network related issues. Interacted with numerous computer platforms in a multi-layered client server environment.

•Troubleshot, diagnosed and resolved all Windows 10 hardware and software and MAC hardware configuration issues, application software, and connectivity issues on HP, Dell and Macintosh systems

•Provided support services such as data protection (backup and systems security)

•Supported all software, hardware on Government Facilitated Equipment through the use of Remedy ticketing application system

•Maintained and supported enterprise applications, licenses, and smartphones using Intune, enforcing compliance with security policies.

•Provide onsite support for desktop, laptop, and peripheral devices

•Maintained system security and secured vulnerabilities

•Troubleshot and resolve hardware and software issues (break/fix)

•Managed and resolved support tickets using ServiceNow ITSM platform, ensuring accurate incident classifications and SLA adherence.

•Installed, configured, and refreshed Windows 10 and 11 operating systems

•Supported end-users with technical issues and maintain a high level of customer satisfaction

•Documented issues and resolutions accurately in Service Now(SNOW) ticketing system

•Experience with hardware and software break/fix

•Excellent communication and customer service skills

NASA Headquarters Lockheed-Martin Aug 2006 - Aug 2008

Systems Analyst (T3) Washington, DC

•Excellent communication and customer service skills

•Troubleshot, diagnosed and resolved all Windows 7,8 and MAC OS X hardware configuration, application software, and security, firmware and connectivity issues

•Provided technical deskside support for desktop and laptop equipment in computer labs and wind tunnels, for NASA HQ personnel

•Provided end user desk side support for all software configuration and hardware related issues

•Interacted with numerous computer platforms in a multi-layered client server environment

•Troubleshot, diagnosed and refreshed Windows 7/10 and MAC hardware configuration issues, application software, and connectivity issues on HP, Dell and Macintosh systems

•Provided support services such as data protection (backup and data restoration)

•Supports all software, hardware and Government Facilitated Equipment through the use of Remedy ticketing application system

•Documented issues and resolutions accurately in Service Now(SNOW) ticketing system

•Configured and migrated user email profiles, Office 2016 and O365 in an ongoing refresh of PCs and Mac computer

•Provided support services such as data protection (backup/restore and systems security)

•Proficiency with ticket management systems using Remedy Ticketing and Service Now (SNOW)

NASA LARC SAIC Oct 2000 - Feb 2006

Enhanced System Administrator (T3) Hampton, VA

•Troubleshot and resolve hardware and software issues (break/fix)

•Manage and resolve support tickets using a ticketing system

•Installed, configured and refreshed Windows systems

•Support end-users with technical issues and maintain a high level of customer satisfaction

•Document issues and resolutions accurately in Service Now(SNOW) ticketing system

•Experience with hardware and software break/fix

•Excellent communication and customer service skills

•Resolved any end-user hardware, software, application and network related issues on Windows Operating systems

•Configured and migrated user email profiles, in an ongoing transition of PCs and Mac's, peripheral equipment, and software with established standards and guidelines.

•Troubleshot, diagnosed and resolved all Windows 8 and 10 including hardware break/fix configuration, application software, and connectivity issues on HP, Dell and Macintosh systems

•Provided support services such as data protection (backup/restore and systems security)

•Provide support for desktop, laptop, and associated peripheral devices

•Troubleshot and resolved hardware and software issues (break/fix)

•Managed and resolved support tickets using a ticketing system

•Support end-users with technical issues and maintain a high level of customer satisfaction

•Documented issues and resolutions accurately in Remedy Service Now ticketing system

•Experienced with hardware and software break/fix

•Proficiency with ticket management systems using Remedy Ticketing and Service Now (SNOW)

•Maintained system security and resolved vulnerabilities

NetTek, LLC. Apr 1999 - Jul 2000

Field Service Technician Norfolk, VA

•Custom built and configured NT 4.0 workstations, servers and RAIDS

•Configured Windows 95/98/NT 4.0/2000 workstations systems and applications software as required

•Provided deskside and phone remote support to end users.

•Installed and configured OEM Gateway and Compaq laptops and workstations; Compaq OEM servers and RAIDS

•Configured scanners, network printers, peripheral equipment and associated drivers.

•Configured VERITAS Backup Exec servers and clients, Exchange email servers, SBS servers; Primary and Backup Domain Controllers

ECPI College of Technology Oct 1998 - Mar 1999

PC/LAN Technician Virginia Beach, VA

•Configured and installed OEM computers and the associated peripherals in multiple computer labs and classrooms

•Troubleshot, diagnosed and resolved suspected network connectivity trouble calls as directed

•Built and Installed Windows 95/98/NT 4.0 laptops, workstations and servers

United States Navy Jan 1983 - Aug 1997

Dining Facility Manager/Supervisor/Watch Captain San Diego, CA

•Mess Management Specialist First Class, E6, ESWS

•Supervised as many as 50 civilian and military personnel on the proper food preparation, sanitation, and food service safety protocols. Feeding up to 8,000 souls per meal

•Prepared Food Service Financial and Records Management in both Enlisted and Officer Messes Ashore and Afloat

•Highly decorated veteran. Honorable Discharge received

EDUCATION

Tidewater Community College

Mar 2011

Health Information Technology Program, Technical Track

•Coursework: Health Information Technology Program, Technical Track

ECPI, College of Technology, Virginia Beach, Virginia.

1999 - Mar 1999

AAS, Computer Electronics Technology

•Coursework: Computer Electronics Technology

CERTIFICATION

•Microsoft Certified Technical Specialist (MCTS)

•Microsoft Certified Systems Engineer (MCSE)

•A+ Certified Computer Technician

Contact this candidate