Level 3 Systems Support Analyst

ANTHONY PAPE

312-***-**** ************@*****.*** Naperville, IL

www.linkedin.com/in/anthony-pape-70880a3b

PROFESSIONAL SUMMARY

Solutions-driven Level 3 Systems Support Analyst with over 23 years of enterprise infrastructure experience specializing in application configuration, root-cause troubleshooting, and business workflow optimization. Proven track record isolating complex technical errors across the user interface, configuration layers, and backend relational databases. Expert in Data Center Infrastructure Management (DCIM) platforms, utilizing intermediate SQL Server capabilities to audit data and manage high-tier integrations with ServiceNow and Intel/AMI DCM. Adept at coordinating with cross-functional stakeholders, software developers, and external vendors to maintain high-availability platforms, test system fixes, and deliver advanced desktop, network, and application-level support.

TECHNICAL MATRIX

DCIM & Enterprise Software: NetZoom DCIM (Full Suite Proficiency), Intel DCM / AMI DCM (Data Center Manager), ServiceNow Integration, SaaS Lifecycle Management, Administrative SOPs

Data & Scripting Utilities: Microsoft SQL Server (Intermediate Querying, Relational Joins, Data Integrity Audits), Python Essentials (Automation & System Utilities), JavaScript (Form/Configuration Rules)

Enterprise Application & Support: Level 3 Application Support, Root-Cause Analysis, Customer Configuration Rules, Billing/Pricing System Maintenance, SLA Engineering, Ticketing System Documentation

Operating Systems & Desktop Support: Windows Server (2016–2025), Windows 10/11, Linux (CentOS/RedHat), Microsoft 365 Core Ecosystem (Teams, OneDrive, SharePoint, Email), Desktop Peripherals & Enterprise Printers

Identity, Access & Infrastructure: Active Directory (AD) Architecture, Azure AD / Entra ID, Role-Based Access Control (RBAC), Least-Privilege Provisioning, VMware vSphere / ESXi Hypervisors, Cisco Meraki / WatchGuard

PROFESSIONAL EXPERIENCE

NETZOOM INC. Lisle, IL November 2021 – August 2026

Systems Administrator II – SaaS & Enterprise Infrastructure

DCIM Platform & Integration Administration: Administered, configured, and sustained the multi-tier NetZoom DCIM enterprise environment; managed embedded native integrations with ServiceNow asset tables and Intel DCM / AMI DCM real-time power/thermal monitoring metrics to ensure seamless cross-platform syncing.

Intermediate SQL Server Data Auditing: Leveraged intermediate SQL Server capabilities to construct relational queries, execute joins, and audit backend database tables; directly isolated and corrected deep-level configuration, inventory mapping, and data ingestion errors before they impacted the application UI.

Configuration & Rule Modifications: Executed targeted configuration changes, software module upgrades, and operational workflow updates; validated system readiness, maintained precise rollback playbooks, and audited data inventories.

Root-Cause & Log Analysis: Reviewed system logs, application faults, and application parameters to resolve continuous monitoring anomalies and align configurations with enterprise data loss prevention controls.

Documentation & Knowledge Transfer: Authored comprehensive administrative SOPs, concept of operations, and training knowledge articles to facilitate seamless Tier-1/Level 2 support knowledge transfers, reducing MTTR by 20%.

LENDING SOLUTIONS INC. (LSI) Naperville, IL June 2019 – November 2021

Systems Administrator & Integration Coordinator

Application & Integration Diagnostics: Collaborated directly with developers and third-party vendors to reproduce application issues, debug REST API connector errors, and isolate token authentication discrepancies across workflows.

Database & Permissions Support: Validated complex permission structures, data ingestion workflows, and role-based access control (RBAC) rules within Active Directory and Microsoft 365 Cloud environments.

Infrastructure & Hardware Escalations: Handled Tier-3 engineering escalations, desktop/virtual machine diagnostics, and log evaluations for business-critical VMware clusters hosting 100+ Virtual Machines.

GSD TECHNOLOGIES Saint Charles, IL April 2018 – April 2019

Systems Administrator & Operations Manager

Help Desk Guidance & Tier Support: Managed daily operational workflows and resource allocations for an IT engineering support team, serving as a senior technical escalation point and mentor for junior personnel.

System Tracking & Optimization: Spearheaded platform reporting and inventory audits, delivering detailed configuration and utilization logs to support long-term capacity planning and operational stability.

Defect Isolation: Partnered closely with central steering operations and external technical engineers to safely diagnose, document, and remediate systemic infrastructure defects.

TOTAL TECHNOLOGY SOLUTIONS GROUP INC. (TTSGIT) Saint Charles, IL September 2015 – April 2018

Systems Administrator & Network Specialist

Identity Governance & Desktop Policy: Architected and hardened multi-site directory forests and Group Policy Objects (GPOs) to mandate secure credential protection and desktop configuration baselines.

Perimeter Network & Peripheral Troubleshooting: Deployed and maintained secure branch office networks, printer connectivity, and Cisco Meraki configurations; established platform alerts, log forwarding, and incident triage paths.

EMPLOYMENT & EMPLOYER SERVICES, INC. Chicago, IL December 2000 – January 2015

Systems Administrator / Network Administrator

Desktop, Server & Printer Lifecycle Support: Directed critical, zero-downtime hot-migration strategies to transition legacy core systems and desktop assets into modern Windows Server Active Directory and Linux distributions.

Data Archiving & Desktop Support: Managed network configurations, hardware data storage arrays, and network segmentation policies; validated secure shared directories, data retention settings, and records preservation guidelines for enterprise users.

EDUCATION & CERTIFICATIONS

CTS Training Track Naperville/Chicago, IL

Active Advanced Information Technology Training Track (Expected Completion: June 2027)

Target Certifications & Coursework: Python Essentials, CompTIA Security+, Microsoft Azure Administrator (AZ-104), CISSP/SSCP Track

Earned Industry Certifications:

VMware: VCA-DCV (VMware Certified Associate – Data Center Virtualization)

3CX: Advanced Certified Engineer (V14)

Digium: VoIP Certified Administrator / Engineer

CompTIA: A+ Certification

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