IT Infrastructure & Network Operations Leader
Resume:
Michael Wilson 302-***-**** Email: *******@*****.***
Knowledgeable and dedicated IT professional with 17+ years of experience supporting enterprise infrastructure, network operations, and end-user environments. Proven expertise in network monitoring, systems administration, incident response, and technical troubleshooting across manufacturing and enterprise environments.
Extensive experience supporting Windows server environments, Active Directory, network performance monitoring, and IT service operations while ensuring reliable infrastructure and rapid incident resolution.
IT Infrastructure & Network Operations Specialist
TECHNICAL SKILLS
PROFESSIONAL EXPERIENCE
ZACROS AMERICA, NEWARK DE 2017 – 2023
IT MANAGER
Directed IT operations supporting 200+ users in a manufacturing environment, managing infrastructure, servers, and enterprise technical support.
Administered and maintained 5 Windows Servers supporting business-critical systems.
Managed Active Directory including user accounts, security permissions, and access control.
Provided multi-level troubleshooting for desktops, servers, printers, and network infrastructure.
Implemented company-wide VoIP phone system improving communication reliability.
Established IT issue tracking system to improve incident management and support response times.
Monitored system performance, patch management, and disaster recovery processes.
Managed IT vendor relationships, procurement, and licensing management.
Led infrastructure upgrades including Windows Server 2019 deployments.
Supervised support staff and provided technical training for end users.
COMCAST CABLE/ NETWORK OPERATIONS CENTER (NOC), WILMINGTON, DE 2015 – 2017
NETWORK ANALYST TECHNICIAN
Monitored network infrastructure and responded to alarms and service outages.
Investigated network events across video and data services.
Coordinated within Network Operations Center (NOC) to isolate and resolve incidents.
Managed ticketing systems and coordinated field technician dispatch.
Acted as first responder for network alarms and service disruptions.
AIG/ FARMERS / 21ST CENTURY INSURANCE, WILMINGTON, DE 2007 – 2015 NETWORK ANALYST
Provided enterprise technical support within Citrix and virtual desktop environments.
Diagnosed and resolved workstation, software, and connectivity issues.
Managed Active Directory user access and security permissions.
Monitored network and server performance using SevOne monitoring tools.
Managed production scheduling processes via Autosys job scheduler.
Provided support for remote workforce and field employees.
EDUCATION
Cheyney University — Bachelor of Science, Industrial Technology
TECHNICAL TRAINING
Cisco Certified Network Associate (CCNA) Curriculum
Microsoft Systems Engineering Certification Curriculum
Novell IntraNetware Engineering Certification Curriculum
IT ENVIRONMENT
Windows Server 2012 R2 / 2019
Active Directory
Citrix Environments
LAN/WAN Networks
VoIP Systems
SevOne Monitoring
Autosys Job Scheduling
Enterprise Help Desk Systems
NETWORKING
LAN/WAN Administration
Network Monitoring
Network Troubleshooting
Incident Response
Network Performance Analysis
END USER SUPPORT
Desktop Support
Remote User Support
Printer & Peripheral Support
Help Desk Operations
IT Service Management
ENTERPRISE TOOLS
SevOne Network Performance Monitoring
Autosys Job Scheduling
VoIP Systems Administration
Ticketing & Incident Management Systems
SYSTEMS & INFRASTRUCTURE
Windows Server (2012 R2, 2019)
Active Directory Administration
Group Policy Management
Backup & Disaster Recovery
System Patch Management
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