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Click here or scroll down to respond to this candidate Candidate's Name
Street Address Milford Mill, MDPHONE NUMBER AVAILABLEEMAIL AVAILABLE
Summary
Experienced System Administrator with a proven track record in managing and optimizing enterprise IT infrastructure. Proficient in network administration, server configuration, and virtualization technologies, with a strong focus on security and compliance. Skilled in scripting and automation to streamline operations and enhance efficiency. Experienced in implementing and maintaining backup solutions and disaster recovery plans. Adaptable to evolving industry trends, including cloud computing and cybersecurity, to ensure robust and scalable IT environments. Skills
Network Administration Server Configuration and Maintenance Virtualization Technologies (VMware, Hyper-V) Active Directory Management Firewall Configuration and Management Scripting and Automation (PowerShell, Bash) Backup and Disaster Recovery Planning IT Security Protocols and Procedures Troubleshooting Hardware and Software Issues Patch Management Cloud Computing (AWS, Azure, Google Cloud) Database Management (SQL Server, MySQL) System Monitoring and Performance Tuning IT Infrastructure Design and Implementation Problem-Solving Skills Team Collaboration Communication Skills (both written and verbal) Time Management Experience
The Johns Hopkins UniversityBaltimore, MDSr Technical Support Analyst 06/2023 to Current
Provided timely and effective technical support to end users, resolving over 200 tickets per week with a 95% satisfaction rate. Managed and maintained the company's IT infrastructure, including servers, networks, and software systems, achieving a 99.9% uptime over a 12-month period. Conducted regular training sessions for staff on IT best practices and new tools, leading to a 30% reduction in help desk inquiries and improving overall productivity by 15%. Worked with supervisors to provide clear instructions for installing and setting up Intune company portal on Android and iOS devices, leading to a 40% decrease in setup-related issues. Assisted in the deployment and management of cybersecurity protocols, leading to a 50% reduction in security incidents and protecting sensitive data.Cigniti TechnologiesBaltimore, MDSoftware Deployment Engineer 07/2022 to 12/2022
Performed well-timed deployments of applications, major upgrades, and security updates, ensuring minimal downtime and achieving a 99.8% uptime rate. Deployed software applications across multiple environments, ensuring seamless integration and reducing deployment-related issues by 25%. Managed release schedules and coordinated with cross-functional teams to deliver timely software deployments, meeting 100% of project deadlines. Conducted thorough testing and troubleshooting to identify and resolve deployment issues, improving overall system stability by 30%. Developed and maintained deployment scripts and automation tools, streamlining the deployment process and increasing efficiency by 40%.MV TransportationUSAJunior System Administrator 04/2022 to 07/2022
Implemented network infrastructure using Microsoft Intune Endpoint Manager, maintaining optimal performance for over 200 end users and reducing downtime by 20%. Assisted in migrating company data to new servers, minimizing data loss and ensuring a seamless transition for all employees, achieving a 99.9% data retention rate. Provided technical support for managing user account software installations, resulting in improved overall system efficiency and reducing installation errors by 30%. Monitored and maintained server health, performing regular updates and backups to ensure data integrity and system reliability. Collaborated with senior administrators to troubleshoot and resolve network issues, decreasing average resolution time by 15%.Morgan, Lewis & Bockius LLPUSAHelp Desk Analyst 12/2020 to 01/2022
Rebuilt and optimized Outlook profiles for 200+ users, reducing email downtime by 30% and improving overall mailbox performance. Resolved advanced document formatting issues for Microsoft Office documents, utilizing native Word tools and third-party add-ins, resulting in a 25% increase in document accuracy and presentation quality. Conducted DMS troubleshooting (iManage), including restoring 50+ lost files and reconstructing document check-in and checkout paths, ensuring 100% document recovery and minimizing workflow disruption. Managed Active Directory tasks for 300+ users, including unlocking accounts, resetting passwords, creating user accounts, and managing groups and distribution lists, achieving a 98% service request resolution within SLA. Provided BYOD mobile device management support, activating 100+ user accounts, resolving 80% of mobile device issues through troubleshooting, and repairing MDM apps, enhancing mobile device functionality and user productivityT. Rowe PriceOwings Mills, MDHelp Desk Analyst 06/2019 to 08/2019
Engaged with end users via email, phone, website live chat, and forums, addressing inquiries and providing technical support with a 95% satisfaction rating. Responded promptly to support requests, patiently guiding users through basic troubleshooting tasks, resulting in a 20% reduction in repeat incidents. Followed up with clients post-resolution to ensure optimal satisfaction and documented feedback, contributing to a 90% positive feedback rate. Communicated technical information clearly to non-technical users, enhancing understanding and reducing confusion in technical processes by 25%. Collaborated with team members to improve knowledge base articles, contributing to a 30% decrease in average resolution time for common issues.OracleColumbia, MDCustomer Support Analyst 08/2017 to 06/2019
Engaged with customers across multiple channels (email, phone, live chat) to address inquiries and provide technical support, maintaining a 95% customer satisfaction rating. Responded promptly to support requests, effectively troubleshooting and resolving issues, resulting in a 20% decrease in average ticket resolution time. Proactively followed up with customers post-resolution to ensure satisfaction and gather feedback, contributing to a 90% positive feedback rate. Translated technical information into clear, understandable terms for non-technical customers, enhancing comprehension and reducing confusion by 30%. Collaborated with cross-functional teams to identify and implement process improvements, leading to a 15% increase in efficiency in handling customer inquiries and support requests.Baltimore City Community CollegeBaltimore, MDIT Specialist 10/2015 to 08/2017
Managed and maintained computer systems, ensuring optimal performance and minimizing downtime for 200+ devices. Provided technical support to students, assisting with Microsoft Word, PowerPoint, and other software applications, resulting in improved student productivity and proficiency. Assisted students in logging onto Canvas and the BCCC website, resolving login issues promptly and ensuring seamless access to educational platforms. Conducted training sessions for students on using Microsoft Office applications, enhancing their skills and efficiency in academic tasks. Collaborated with faculty and staff to troubleshoot IT issues and implement solutions, contributing to a 20% reduction in IT-related disruptions during classes. Education and Training
Bachelor of Science: Management Information Systems 2021
Towson University, Towson, Md
Associate's Degree, Computer And Information Systems Security/Information Assurance
Baltimore City Community College, Baltimore, MD
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