Storage Administration Expert with 18+ Years Experience
Resume:
Michael S. Greene – Storage Administrator
Parma Hts. OH
44130
*******.*********@*****.***
Fifteen plus years experience in various Support and Administration roles within the Information Technology field, at various levels in Enterprise environments.
Skillset
Brings a vast array of touched-on and focused-on skills and knowledge to any team or organization. Able to quickly learn new systems and roles as needed. Flexible in learning and developing knowledge of new technologies as needed within these roles.
Microsoft Outlook
Active Directory
Windows OS (all versions)
Windows Server
Linux Framework
Linux Command Line
Ticketing Systems and Reporting
Virtual Machines
Domain Frameworks
Software Environments
Server Hardware and Switches
AWS
Centene Workspaces
Dell EMC Isilon
DDOS (v5.7-current)
Veeam
VAST
Confluence, JIRA
SM9, OM9
Netapp
Netbackup
VMWare and Vsphere
NAS/SAN
Cisco Products (UCS)
PaperVision Capture Admin
CIFS/NFS
Experience
Ricoh
Production Application Administrator I
April 2024 – Present
Monitor, update and maintain Digitech PVC suite at Operator and Admin levels
Support AWS services and workspaces
Upkeep of relevant related systems and workspaces through Service Now ticketing solutions from inception to resolution
Identification and documentation of incidental and ongoing issues pertaining to all relevant systems through Office documenting, Sharepoint knowledge-base, and Service Now ticketing systems
Knowledge of tools and systems to support Outbound teams and management where required
Liaison on issues between Outbound staff and upper tier technology teams
Resolution of all hardware, software and OS issues with Outbound staff through extensive knowledge of desktop support resolution techniques and escalation paths
Ongoing and vigilant communication with teams and staff in relation to any and all issues whether in scope or escalated
First line of support for end users with focus on communication, upkeep, and pleasant demeanor
Provide onboarding setup for new users at all levels, prioritizing quick and proper resolution
Opentext
Senior Systems Administrator – Data Protection Services
May 2020 – June 2023
Monitor, update and maintain Data Protection Infrastructure through several domains, including vendor maintenance coordination and support, maintenance of contract status, opening visitation windows for vendor agents, serving as sysadmin backup for vendor maintenance and repair visitations via console or command line, and continual monitoring of DD health
Rapid response and upkeep of customer requests for backup modification of Veeam backup systems on various domains
Maintenance of server reporting tools – STOR2RRD, Service Manager 9 ticketing, JIRA ticketing – with relevant supporting teams, and resolution or routing of incoming alerts and load balance issues
Lead on documentation upkeep of team KB via Confluence tools
Knowledge of legacy tools and systems to support team members – Netbackup, Vranger, Avamar, Netapp, and others
Lead for integration, updating and maintenance of new VAST systems
Continuing correspondence with various vendors to better mitigate any issues or alerts – Dell, VAST, Park Place, Cisco
Opentext
Network Operations Center Agent – Tier 2
November 2019 – May 2020
Monitoring Operations Manager (v9) queue for ticketing alerts from Tier 1 team to resolve or route to upper echelon teams
Resolution of various non-repeating alerts via Root access Command Line
Organizing, coordinating and moderating Severity 1 and 2 issues via Teams meetings with relevant upper echelon teams
Implementation and maintenance of IBM Mainframe daily scheduled runs and cron jobs
Documentation and dissemination of information on new processes to both upper echelon teams and Tier 1 NOC teams
Understanding of the various Opentext domains, servers and VM architecture and their relevancy and ownership for each upper echelon team
Various Contractor Positions
Various Roles – Help Desk to Deskside Support
January 2018 – October 2019
Support through various ticketing software for POS, equipment, Windows and Apple OS, and other proprietary devices, software and hardware
Full-spectrum troubleshooting of a myriad of issues from hardware installation, networking solutions and software issue resolutions
Vast array of gained knowledge of proprietary software and hardware, Windows environments, Active Directory, network switches, server software and OS, remote access environments and software, and network access
American Greetings
Deskside Support Agent – Tier 2 (Contract)
March 2017 – December 2017
Ownership, tracking, reporting and resolution of escalated issues via IBM SmartCloud Control Desk and HP Service Manager for software deployments
Windows 7 imaging via System Center Configuration Manager (SCCM)
Troubleshooting of wide range of issues including desktop and laptop hardware installation and maintenance, proprietary and any 3rd party software issues, any non-Apple mobile devices, networking and security monitoring and maintenance, and full knowledge of Windows 7 processes and subsystems
Remote access for troubleshooting as well as software pushes and maintenance via Remote Desktop Connection, Windows Remote Assistance and Command Prompt back-doors into networked machines
Knowledge and use of supporting systems such as Active Directory, Client Center for Configuration Manager (CCCM), SCCM and proprietary scripts and software for troubleshooting, software deployments and maintenance of client machines
Working with outside vendors such as Lenovo and IBM for hardware tracking and break/fix resolutions
Inventory control, tracking and preparation of incoming hand-held Telxon, Motorola devices and Samsung tablet devices
AmTrust
Testing Analyst (Contract)
July 2015 – January 2016
Created testing scenarios in XML format for scripting
Troubleshoot and updated of existing scenarios for site changes and build alterations
Tested new builds at multiple levels for both User Test and Live environments
Reported build bugs and breaks through in-house ticketing system
Tracked and resolution of owned tickets from discovery to resolution in tandem with all teams
Communication with Business Analysts, QA Testers and Developers for resolution of issues and creation of testing scenarios, as well as direction of current testing
Ownership and deadline resolution of scenario building projects
Maintenance of data to keep in line with changing business decisions
Full knowledge and ongoing learning of acquisition software and site makeup
World Bank - IMTOP
Technical Software Specialist – Tier 3 (Contract)
January 2012 – May 2015
Ownership of Tier 3 customer issues and software bugs until resolution, including testing and verification of fixes
Coordinating programmer and developer assistance with resolution of Tier 3 issues via QA testing
Creation of necessary in-depth tickets in Remedy and JIRA for tracking of issues pertaining to Operations Portal 1 and 2 issues, as well as system bugs necessitating scheduled and emergency programming fixes via QA testing
Creation and maintenance of reports via Excel spreadsheet and Remedy report systems essential to the tracking of IMTOP ratio and trends
Creation and maintenance of reports tracking ratio and trending of Portal product lines, root causes of issues, and pinpointing areas of trouble within the Portal system
Coordination with Tier 2 leadership in smooth transition of tickets for efficient resolution
Communication with Tier 1 and Tier 2 agents to assist with resolution of client issues
Direct response and communication with clients via both Portal feedback emails and TTL Dashboard feedback emails until resolution via Lotus Notes and Outlook
Education
United States Naval Corps School
E3 – United States Navy
Hospitalman – Medical Assisting Certificate
October 2002 – July 2003
Valley Forge High School
Parma Hts., OH
Graduate - Degree
September 1989 – May 1993
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