Helpdesk to Systems Administrator Professional
Resume:
Dwayne Wooden
Randallstown, Md 21133
*************@*****.***
Helpdesk – Desktop – Systems Administrator
Highly motivated, efficient IT professional with 11 years of experience in healthcare, financial, gaming and education industries. Unique ability to establish professional rapport with executive and employee users. Excellent troubleshooting skills and network design capabilities for more efficient delivery service. Qualifications include:
•Active Directory installation and configuration of 2008, 2010, 2012, 2016, 2017, 2018 versions.
•Windows XP, 7, and 8, 10 Operating systems installation, configuration and management
•VPN (Virtual Private Network) configuration and setup
•Configuration and setup of switches and routers
•Setup and deployment of PCs and laptops
•Remote Desktop efficiency
•Use of all ticket systems (Remedy, Service Now)
•Microsoft Office suite 2018, Office 365 Word, Excel, PowerPoint
•Mac OS installation, configuration and management
•Configured Avaya telecom systems
•WORK EXPERIENCE
Social Security Administrations:
National Network call center agent (contract) Sept2021 – Oct2025
•Responsible for resetting user pin passwords in the mainframe.
•Responsible for entering new devices in doors.
•Created trouble tickets in CAPRS.
•Configured, troubleshot, and installed Windows 10 operating system on all devices..
•Used McAfee drive encryption website to allow users access to their laptop.
•Configured Network Drives.
•Used Evidian to create passwords for PIv cards.
•Setup piv cards for user access to the ssa network.
•Used Evidian to reset security questions.
•Deactivate and reactivate Avaya phone systems for users as needed.
•Configure and set up new Avaya phones, ensuring proper connectivity and functionality.
•Troubleshooted and resolved issues related to Avaya hardware and software.
•Configured new user email accounts.
•Deactivate email accounts for users who have left the organization or no longer require access.
•Ensured all email configurations comply with company policies.
University of Maryland Medical System
Command Center Tech(contract) June 2021 – July 2021
•Responded to phone issues and logged trouble tickets in Epic to the proper tier.
•Reset user passwords
•Responsible for user account setup.
•Imaged laptops, desktops, for deployment.
•Joined mobile devices to the network.
Amazon Corporate
Data Center Install Tech May 2019 – Aug 2020
•Safely inspected server racks according to inspection guidelines. Made sure all hosts, copper and fiber optics cables were properly seated and not damaged.
•Safely moved server racks into the data hall in the correct position.
•Ran fiber, and copper cables from the brick to the server racks, routers and other server racks if necessary.
•Installed all PDU’s for each server rack.
•Provided comprehensive technical support to Amazon Corporate employees worldwide.
•Researched, resolved, and responded to inquiries received via web chat, telephone calls, email, or by remedy ticketing system in accordance with team standards.
•Diagnosed and troubleshoot end user computing problems including analyzing the problem, identification of appropriate resources, testing of proposed fixes and follow-up to ensure the problem has been resolved.
•Created and submitted detailed call logs documenting customer interactions that are accurate, thorough, and timely.
•Followed all standard operating procedures (SOP) through the effective use of Knowledge management.
•Managed a case count between 15-25 tickets.
•Assisted with activities to triage and escalate any system or network outage to reduce downtime.
Techno Nerds
Helpdesk/Cisco Engineer (contract) Aug 2017 – Dec 2018
•Performed rollouts of new workstations, laptops and mobile devices.
•Installed and configure Windows 10 on mobile devices, laptops and workstations.
•Installed and configured switches and routers for new network infrastructure.
•Ran RJ45 cable and fiber optics for the new rollout of the infrastructure.
•Installed and maintained of the exchange server 2016, 2017, 2018.
•Configured Routers and switches for the departments of the company.
•Configured Vlans, for all departments.
•Setup of the Norton antivirus server.
•Configured routers and switches using the Cisco IOS.
•Assisted in installation of Cisco VOIP for teleconferences and meetings.
MDTA (Maryland Transportation Authority
Computer Analyst (contract) Dec 2015 – July 2016
•Configured, troubleshot, and installed Windows 10 operating system on all devices.
•Installed and configuration of email accounts on the exchange 2016 application and server.
•Ran and implemented software and the rollout of new updates and software through Microsoft server 2016 and through VM Mirage.
•Created trouble ticket logs and SLA service though remedy ticketing system.
•Assisted with new switch, router and server installation and configuration.
•Ran rj45 cable, fiber optics cable for network infrastructure.
•Maintained, installed, and troubleshot Office 365.
•Assisted users with archiving, creating mail profiles.
•Assisted with excel workbooks and spreadsheets.
•Assisted with implementation of PowerPoint and the setup of presentations for meetings and teleconferences.
•Assisted users with Skype calls and messaging.
•Assisted users with the share my desktop option in Skype when troubleshooting a trouble ticket.
Superior Vision, Linthicum, MD Dec 2014 – Nov 2016
Helpdesk/systems administrator (contract)
•Oversaw the setup for audio and visual presentations for conferencing.
•Created and configured Avaya telephone system extensions for users for telecommunication.
•Provide support for mobile devices and perform mobile phone email access.
•Used the Symantec Endpoint Protection manager to roll out and install antivirus protection.
•Used Dame Ware Mini Remote for remote access to troubleshoot issues and installation of software.
•Configured, and installed terminal servers for the application Premia.
•Oversaw shipping and receiving of Pc’s, laptops and all IT equipment.
•Oversaw User Account management. Created user accounts, provided password resets for users, deleted/deactivated user accounts using active directory.
•Provided the setup of VPN Cisco AnyConnect. Created VPN design to ensure availability to users.
•Maintained Microsoft Exchange Environment. Ensured email availability to users daily.
•Assisted with installation of new servers and switches for new domain from blockvision.com to superior vision. Local.
•Created and configured Microsoft Exchange mailboxes.
•Installed, configured, and provided administration of new computers for the upgrade from Windows XP to Windows 7. Successfully completed a domain migration with minimal disruption to users.
•Used LANDesk Management to implement, configure, and roll, out software to all clients on the network.
University of Maryland School Medicine, Baltimore, MD July 2014 – Oct 2014
Helpdesk/systems administrator (Contract)
•Oversaw User Account management. Created user accounts, provided password resets for users, deleted/deactivated user accounts using active directory.
•Used the University of Maryland ticket system for creation and workflow of trouble tickets.
•Installed setup of VPN Cisco AnyConnect. Created VPN design to ensure availability to users.
•Maintained Microsoft Exchange Environment. Ensured email availability to users daily.
•Created and configured Microsoft Exchange mailboxes.
•Installed and maintained University of Maryland School of Medicine applications for medical records.
•Installed and configured email services on mobile devices such as iPads, iPhones, and Androids.
•Installed, configured, and provided administration of new computers for the upgrade from Windows XP to Windows 7. Successfully completed an operating system migration with minimal disruption to users.
•Used LANDesk Management to implement, configure, and roll, out software to all clients on the network.
ZeniMax Online Studios, Hunt Valley, MD April 2014 – July 2014
•Helpdesk Technician/Systems Administrator (contract)
•Used Service Now for trouble ticket creation and resolution.
•Installed server racks, switches, and routers, game files, and software on test equipment and game consoles.
•Configured, activated, and deactivated switches and VLANS.
•Created new user accounts and email accounts on the Exchange server.
•Created and initialized group policies and permissions.
•Created VPN design to ensure availability to users.
•Configured RSA tokens for VPN access.
•Configured of all mobile devices such as smart phones and iPads for user’s access to corporate email.
•Installed, configured, maintained, and monitored VMware for storage and quick access to game configuration files.
MILITARY EXPERIENCE
•U.S. Navy, Norfolk, VA January 1998 – February 2003
•Network Security Administrator
•Maintained, installed, and operation of network security for LAN lines and Ethernet systems.
•Maintained communications of combat systems.
CERTIFICATIONS
A+, Net +, Security +, MCP, G.E. Wind Energy It, DCSE, CCNA.
Contact this candidate