IT Support & Systems Administrator Leader

WOODY SEBASTIAN

**** ******** ***** **. *** Vegas, NV

Mobile: 720-***-****

**************@*****.***

https://www.linkedin.com/in/woody-sebastian-89231950

https://woodysebastian.wixsite.com/woody

APPLICATION DELIVERY AND SUPPORT/SYSTEMS ADMINISTRATOR/IT SUPPORT

OBJECTIVE

Managing skills with Mac & PC technical support and software support that will utilize expertise in computer hardware, Cloud networking, remote assistance, VMware environments, telecommunication networks, software and security. Sincerely looking for a progressive, challenging environment that emphasizes ownership and utilizing skill sets effectively.

Software & Operating Systems

Mavericks, Yosemite, El Capitan

Windows 10, 7, Vista, XP

Server 2008, 2012, Skype for Business

Gotomeeting, Remote Assistance

VNC, Bomgar, SCCM

Microsoft Exchange Sever 2010,

Citrix I.E., Citrix-XD5-prod

MobileIron, AS/400,

MS Office Suites, MS and MacOS

Ghost, PXEboot installs

VMware Environment 4.2.1 -5.0

VPN Terminal Services

Xen Desktop/Citrix Environment

SolarWinds, HP Openview

Active Directory, Sharepoint

Microsoft Server 2008, 2012

Load Balancing configuration, Agilysys LMS, Stratton Warren, Infogenesis

CMS Systems

Remedy/Peregrine

ServiceNOW

Jira

Service Desk

Microsoft CRM

HP Service Manager/SM9

System Hardware

Windows/Apple image builds

Migrations/Upgrades

Array Networks Load Balance appliances

Technical Support

Hardware custom builds/

Software Installation and configuration

Wireless

Network Support

Systems Administration/Active Directory Administrator

Woody Sebastian **************@*****.*** 720-***-****

EMPLOYMENT HISTORY

Wawanesa Insurance

9/2021 – Present Service Desk Analyst II Las Vegas, NV

Responsible for fielding incoming calls and chat with issues ranging from Active Directory password resets to building VDI instances and sandbox sessions. For ninety minutes, I am the sole Analyst available with complete autonomy for the remainder of the shift. Weekly update the company Knowledge Base and Job Aids for corrections to update or for documents to author. Liaison to other internal application support groups to broaden the Service Desk scope and role when possible.

Cosmopolitan of Las Vegas

5/2021 – 9/2021 Service Desk Analyst Las Vegas, NV

Daily duties ranged from fielding incoming calls or walk-in requests for assistance to working a personal and shared Service Desk group queues. Tasked with password resets in Patron Management, LMS, HotSOS, Active Directory and quite a few other systems. Responsible for the configuration and implementation of Casino and FOH hardware like Ingenico card readers, POS terminals, receipt printers, loyalty card printers and Visual Limit table game computing units. Also responsible for all normal office PC equipment and associated software. Frequently tasked with projects like deploying or striking large hardware groupings for special events or similar supporting features. The deployment and setup of new user and replacement iPhones, iPads, iPods and Windows laptops and desktops were also a daily task set.

Southern Glazer’s Wine and Spirits

8/2017 - 9/2020 Operations Support Las Vegas, NV

Responsible for Desktop Support, ie hardware break/fix, application support and sole responsible party for all two way radios, iPhones, warehouse printers, desktops and laptops. Primary support for back of house Directors and Executives; mostly hardware/software support and remote connectivity issues. I was the onsite presence for vendor relations, interactions and implementations. Due to an international merger, was also tasked with data cleanup and data integrity projects for a massive database merge.

Southern Glazer's Wine and Spirits

2/2017 - 8/2017 Principal Support Services Technician Las Vegas, NV

Sole support technician for a location of roughly 300 users. In charge of all site tech ordering, provisioning, mobile device management and end user hardware and software support. Responsible for maintaining, building and configuring servers, local office and warehouse machines and VoIP services. Managed and maintained onsite tape backup system and tape library. Tasked with monitoring the network for security and stability. Installed and maintained and troubleshot all company devices and applications.

Woody Sebastian **************@*****.*** 720-***-****

Ryland Homes

10/2016 - 1/2017 Onsite Technical Support Las Vegas, NV

Responsible for Regional Office technical support as well as multiple model home sites across Las Vegas. Tasked with keeping model home sites up and running for prospective buyer digital experience and overall PC and A/V support. Key tasks in the Regional Office included all PC support including new user provisioning and setup, laptop/desktop refresh projects and application support. Final project was getting the Las Vegas Regional Office and model home sites prepared for a large Corporate merger with Cal-Atlantic Homes.

Starlight Enterprises

06/2016-10/2016 Technical Product Manager/Application Delivery Las Vegas, NV

Managed coordination, development, QA and delivery as sole liaison between application development and targeted application user and customer. Responsible for monitoring and market trend analysis, studying competitor’s services, products and offerings, identification and presentation of creative and innovative solutions, coordination of product releases with the marketing, sales, development, creative and service teams. Managed the launch and release of products and services, all while being the sole support and escalation point for the delivered product.

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Hitachi Data Systems

05/2013 - 4/2016 IT Support Engineer II Denver, CO

Ensuring proper computer operation so that end users can accomplish business tasks. This includes actively resolving escalated end user help requests within established SLAs. Problem resolution involving the use of diagnostic and help request tracking tools, and provide world class customer service at the desktop, remote and phone support level. Assisting with providing Level I support when request volumes are high, act as escalation point for advanced or difficult help requests, build rapport with service desk customers, extensive CRM usage, using remote access tools to resolve issues, perform hands-on fixes at the desktop level; including installing and upgrading software, installing hardware, implementing file and machine backups, imaging machines for deployment and configuring systems and applications. Also tested and fixed to ensure issue was properly resolved. Developed help sheets and FAQ’s for users, Vendors, Customers, and Partners. Tasked to assist in developing an in-house CRM tool and in house departmental Wiki. As a Senior and tenured Analyst, I am often turned to by other Support Staff for upstream assistance. Spearheading initiative to migrate sandbox Customer Chat Support to mainstream global usage and implementation. Reinforced SLA’s and SOP’s to manage end user expectations. Working with Windows notebooks and Apple products such as MacBooks, iPads, iPhones as well as Android and Blackberry enterprise devices. In addition, I was a team member of the HDS Emergency Response Team; responsible for assisting in any medical or catastrophic emergency response issue. Certified in CPR/AED for this role.

Woody Sebastian **************@*****.*** 720-***-****

Ascend Clinical

02/2013 - 05/2013 IT Business Project Analyst Denver, CO

Managed a project designed to remove all existing VPN tunnels from servers to client sites while reconfiguring SonicWall routers to route to the site’s existing ISP, saving the company over thirty thousand dollars a month. Reconfigured SonicWall routers remotely to maximize efficiency. Implemented ITIL documentation standards pertaining to the project for the company. Created an automated system for future use designed to alert when SonicWall warranties would expire for updating contracts, warranty break/fix and replacement. Successfully completed the project ahead of desired schedule.

URS

12/2010 - 01/2013 IT Coordinator II Denver, CO

Fielding incoming phone calls, voice mail messages and email messages from internal URS employees and their partners and assisting with issues such as password resets, internet and Microsoft Outlook connectivity issues, and assisting with any and all calls pertaining to IT support. Training team members in new or existing processes, SLA managementworking with Support Team to grow the current knowledge base system, and most importantly; providing world class customer service to a world class company and its customers via voice, email and CRM communication.

DirecTV

06/2010 - 12/2010 Network Operations Engineer Denver, CO

Autonomously responsible for maintaining SLA’s via network uptime SLA’s. Monitor, resolve, and escalate issues within critical infrastructure layers and maintenance agreements. The Network Operations group is responsible for continuous maintenance and monitoring of the entire enterprise infrastructure. In collaboration with other teams, implements and manages network hardware and software solutions for LANs and WANs in highly available, scalable, secure network environments.

Cricket Communications

02/2009 – 05/2010 IT Field Ops Analyst/Help Desk Administrator Denver, CO

Assisted in the creation of a new position that allowed for more integrated and more comprehensive support models with respect from trouble ticket cradle to grave processes, worked Help Desk and Desktop Support roles to fully gain functional knowledge of the company support process. Responsible for detailed ITIL process documentation for Help Desk policies and procedures. Created a ticketing system based queue routing process for Help Desk training, ticket routing and escalation. Moved into a direct Sr. Help Desk role due to department attrition.

Woody Sebastian **************@*****.*** 720-***-****

Northrop Grumman

12/2001 – 07/2007 Technical Lead III/Active Directory Administrator Denver, CO

Staffing, training, implementing policy and procedure, keeping off shifts up to date on daily policy and strategy changes, liaison between seventeen departments and the Enterprise Service Center, sole email and voicemail respondent to escalations, systems access administrator, responsible for internal employee escalations and resolution. Tasked to implement a Change Management process to ensure quality and consistency across the enterprise with regard to Support policy and procedure change. Active Directory Administrator for a key client as well as for internal employees’ access requirements. Responsible for the creation of Help Desk quality assurance processes, templates, and implementation of QA policies and meeting with Agents on a monthly basis to review score sheets and improve upon monthly, quarterly and annual QA team and individual goals. Was key in switching over from Peregrine to Remedy as a CRM tool in an admin role. Also responsible for leading and co-managing smaller teams that were set up to support external business clients' outsourced Service Desk needs.

Woody Sebastian **************@*****.*** 720-***-****

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