Network Operations Manager / System Administrator
Resume:
ROBERT H. DUFRESNE
HAVERHILL, MA 01832
SUMMARY
• Quality focused hands on experienced manager of global networks, large projects and customer-centered helpdesk operations. Successful in full lifecycle project management of large scale system migrations, and implementation. System security and continuity initiatives and Enterprise level software rollouts. Skilled in the design, configuration, and execution of a variety of server types. Wireless networking and extensive Windows NT, 2000, XP system administration with Active Directory experience.
• Key Skills: Helpdesk & Desktop Team Manager, Enterprise Solutions System & Server Designs Builds/ Sarbanes Oxley Documentation Technical Support Lead / Training Configurations / Upgrades / Rollouts / Multi-Domain, Multi-Site Network Administration, Active Directory, Team Project Lead.
SKILLS
Networking: Active Directory Administrator; Exchange Administrator LANs/WANs/VPNs/WLANs; Switches, Cisco Routers, Nortel firewalls, VPN Concentrators, Linksys routers; MS RAS Servers; DHCP; WINS; TCP/IP; VOIP
Operating Systems: Windows NT / 2000/ XP / 2003 server / servers and workstation versions
Software: Symantec Anti Virus & Ghost; PC Anywhere; MS SQL; MS Exchange 2003, MS Outlook; Lotus Notes; MS Office 98/ 2000 / XP / 2003 / 2007, HP Jet Admin; Backup Exec; Nortel VPN; Checkpoint VPN;
Hardware: Compaq, Dell, IBM Servers, laptops, desktops, HP printers, Blackberry, Palm Pilots, Linksys Wireless Networking equipment.
EDUCATION
Central Texas College
• Bachelors Degree in Business Administration
U.S. Army N.C.O, Fort Devens, Ayer, MA
• Sergeant 08-15-91 TO 12-31-96
• US Army Airborne Jump Master, Air Assault, and Ranger School Graduate.
CERTIFCATION
Computer Learning Center
• Certificate in Information Technology & Network System Administration
EXPERIENCE
06/08 - 09/09; Department of Labor
Network Operations Manager
• Responsible for managing and directing all Tier 1, and Tier 2 technical resources in New England Regional Office. The manager has direct report responsibilities of all five analysts, as well as technical problem resolution and management duties.
• Responsible for server maintenance, installing, configuring, troubleshooting, maintaining hardware/software, availability and functionality of the production systems. Work is accomplished according to established priorities and procedures.
• Direct management of the Active Directory forest and Domain Environments including users, groups, printers, login scripts, etc. Also in the management of the server cluster environment including configuration, shares, policies and permissions.
• Exchange Administration of mailboxes, resources, and distribution lists. Setup, implementation and support of Exchange Server 2003/2007, Active Directory, DNS Services, DHCP Services and Group Policy. Troubleshoot, optimize server performance, perform Exchange database maintenance, Exchange database backups and restore.
• Maintain and updates a variety of images of user desktops and laptops as well as base server configurations. Configures new servers or rebuild servers in accordance with established procedures. Participates in the creation, approval, testing and execution of scheduled Continuity of Operations Plan (COOP).
• Management thru SMS environment 1500 clients and 16 servers. Day-to-day responsibilities included interacting with the business unit SMS leads in DC to coordinate patch management and software release management activities, as well as supporting the Windows deployment framework.
• Maintains security configurations for servers and images; reviews and recommends monthly releases of Microsoft patches. Schedules and performs monthly patches in accordance with established policies and procedures. Schedules and performs monthly scanning of servers; manages and reports on internet usage and sites visited in accordance with established procedures.
• Execution of proactive and reactive network surveillance, troubleshooting, coordination and restoration of service affecting or potentially service affecting network events/issues with impact of operations.
• Direct the activities of all assigned personnel.
• IP network operations and the latest networking technologies, as well as Information Security and related systems (Firewalls, Intrusion Detection Systems) and processes as required.
• Oversee new communications BMCR installation from inception to completion. Work directly with the client to gather requirements and coordinate with field sites to ensure the client’s requirements are being met.
• Ensure all aspects of tracking, coordination, notification, escalation, and documentation of network events/issues are in-process and executed with urgency and also responsible for the proper management, prioritization, and resolution of multiple simultaneous events/issues to minimize user impact.
• Evaluating and assessing compliance to established information assurance policies and regulations and documentation for compliance to requirements defined in Special Publications. Keeping abreast of emerging security technologies and making appropriate recommendations regarding their implementation. Understanding IS and security best practices developing documentation as needed for required security processes to include annual self assessment, certification and accreditation (C&A), and submissions to Federal agencies such as OMB and US-CERT
• Serve as a role model for employees, develop and communicate objectives, provide documented and measurable performance evaluations, and provide development opportunities and career guidance to employees
• Communicate directly with all management levels within the federal government.
06/07 - 05/08; Eaton Vance
Lead Financial Desktop Technician
• Working under minimal supervision to provide support to PC and LAN end users in response to user requests and questions related to hardware and software. Provide technical assistance to the junior members.
• Assists in installation, maintenance and usage for the company’s local area network. Assists in the establishment of the PC LAN procedures regarding access methods, metrics and security validation checks and documentation. Determine, analyze and respond to trouble calls for PC hardware, PC software, data networking equipment, voice equipment and the actual repair responsibilities that go along with this equipment.
• Participate in projects involving moves and installs of pc and phone equipment as well as projects supporting the corporate network design groups. Participate in special internal projects as assigned.
• Supervise and monitor the activities of all assigned tier 1 and tier 2 operations analyst staff. Single point resolution provider for all tier 3 calls or escalated calls for final resolution.
• Serves as the lead for all six desktop support team members, assist with developing their skills to become more productive and effective in their current responsibilities.
• Leading by example and building a spirit of teamwork and collaboration.
09/06 - 05/07; MassPRO
Desktop Support Lead/Network Administrator
• Managing the planning, coordination, configuration, installation, and management of all network infrastructure and related client services within the enterprise to meet business requirements.
• Designs and implements network architectures, including LANs, LAN internetworking, and connections with the WAN environment.
• Responsible for the identification and resolution of hardware and software technical problems and malfunctions related to network enterprise infrastructure and related servers.
• Make decisions that are critical in the areas of throughput analysis, problem solving, and infrastructure planning, with the potential to affect the successful execution of business transactions.
• Package and distribution of software and Windows Security Patches/Hotfixes using SMS 2003, ensure requested tasks meet all applicable SLAs while providing world-class service. Accept and resolve all ESD (Electronic Software Distribution) requests within established SLA timeframes. Support the organization’s continuous improvement of Desktop Systems Mgmt solutions.
• Using PC applications and hardware, equipment installation, MS Windows XP, Microsoft Office, IP Phone Support, VPN, and Remedy Helpdesk ticketing RSA Single Sign On, Secure ID, and SLAs.
• Proactively researches and locates necessary tools and processes to identify troublesome trends as they develop. Ensures a stable performance of all systems from among the following: OS: Microsoft Windows NT/2000, Novell NetWare 4.x/5.x, Desktop: Windows NT/2000, Microsoft Office 2000, Pegasys and Groupwise Email administration, NEC Voicemail System administration, Symantec and McAfee EPO anti-virus.
• Supervisor of all tier 1 and tier 2 analysts team of 4. Single point provider for all tier 3 calls or escalated calls for final resolution.
• Assist with developing their skills to become more productive and effective in their current responsibilities.
11/05 - 06/06; Boston Medical Center Healthnet Plan
IT Support Supervisor
• Organized PC support professionals, providing customer service, and maintain constant communication with IT desktop customers.
• Responsible for all desktop operations and maintenance, hardware procurement, and software tracking.
• Supervised and coached PC Support staff of eight analysts. Ensuring all service level agreements are met.
• Oversaw the maintenance‚ support‚ and upgrade of desktop PC‚ hardware‚ software‚ operating systems and distributed printers‚ensuring excellent customer service to end-users.
• Tracked all desktop hardware, software assets, and related peripherals.
• Provided weekly reporting on outstanding issues‚ call volume‚ and support performance metrics.
• Monitored‚ tracked‚ and maintained‚ all BMCHP desktop software and operating system licensing levels and compliance according to software requirements.
• Provided emergency 24X7 technical support as needed.
• Ensured all policy and process documentation was created‚ maintained‚ and shared with staff.
08/04 - 10/05; IBM
Desktop Support Manager
• Provided daily support to six assigned technicians using problem analysis judgment and decision making to solve day-to-day issues with use of all approved software products, and perform or arrange maintenance for hardware faults.
• Trained new users in various network and operating system activities such as how to log on to network, access internet/e-mail and other programs.
• Respond to escalated help requests from the Help Desk according to the local Service Level Agreement (SLA).
• Package and distribution of software and Windows Security Patches/Hotfixes using SMS 2003, ensure requested tasks meet all applicable SLAs while providing world-class service. Accept and resolve all ESD (Electronic Software Distribution) requests within established SLA timeframes. Support the organization’s continuous improvement of Desktop Systems Mgmt solutions.
• Processed daily tasks associated with Lotus Notes email installation, and support for IBM employees. Security and anti virus protection as needed in a manner to support the business.
• Regularly monitored all hardware and systems to ensure they remain in accordance with agreed service levels.
• Installed and tested PC hardware, software, printers and other items.
• Maintained physical inventory of all computer equipment and software.
• Logged all work requested and performed in the IT Help Desk Software to assist the department in prioritizing and scheduling work and to track department workload. Perform any other tasks and projects as assigned.
• Manage and/or provide guidance to junior members of the team consistent with current policies and procedures.
11/01 - 07/04; Pegasystems
Helpdesk Manager
• Managed helpdesk for both first and second level support teams.
• Direct supervisor of a team of ten, five first level telephone support and five second level desktop support technicians for all PC hardware, software, and network administration.
• Assisted technicians with information for resolution and providing problem resolution, identification and propose solutions when necessary by using all corporate policies and procedures in place.
• Coordinate the deployment of inventory outgoing or incoming Laptop or Desktop units for new users.
• Track software license installations, provide test, and implement support of all operating systems, application software (third party) and connectivity to the LAN & WAN.
• Troubleshoot and resolve desktop to server problems.
04/00 - 09/01; Synventive
Desktop Systems Administrator
• Delivered desktop service and Telephony support to all Synventive employees by providing them with a single point of contact to report all PC hardware, software, and network and telephony problems.
• Provided initial problem resolution, identification and propose solutions. When necessary, coordinate and deploy or inventory outgoing or incoming Laptop or Desktop units for users.
• Tracked software license status of all computers within the organization solves ongoing issues, and escalates to the Director of IT as appropriate.
• Support the Corporate Headquarters
• Responsible for the timely execution of all Desktop Support activities and projects including support requests, hardware repair/replacement, software rollouts, and all other activities as assigned.
• Operation Move from Gloucester to Peabody Massachusetts. Provide test, implement and support of desktop operating systems, application software (third party) and connectivity to the LAN & WAN. Support PBX telephone system, move physical location or punch down new numbers. Systematically troubleshoot and resolve desktop to server problems. Diagnose the connectivity of the desktop via the hub and switches back to the server. Provide second and third level support to the Help Desk.
Contact this candidate