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Danna Crist

309 Sherman Ave | Louisville, KY 40001 | (502)377-9876 | danna@gmail.com

IT Support – Systems Administration

Skills Summary

Talented IT professional with great management and interpersonal skills. Experienced in all aspects of systems administration including data management, networking, and asset control on diverse platforms.

Technical Proficiencies:

            Platforms:      Windows Server (2000, 2003 and 2008), Windows (7 and XP), Linux (Redhat,                                            Suse, Fedora,Debian, Ubuntu, Gentoo), Bomgar, Raritan, Kaseya, ServiceNow,                                          SolveIT, Remedy, ICOMS, Epower, Incognito, SAS, SAM, Aspect, ITDB

            Hardware:      Servers (HP, Dell and IBM), routers and switches (Cisco, Arris, Linksys, Netgear,                                        Belkin), Aruba WLAN, KVM, hard drive and DVD duplicators, Laptops (HP and                                         Dell), WWAN (AT&T and VZW), NAS (Western Digital)

            Software:       Microsoft Office (2003, 2007 and 2010), Visio (2003 and 2007), McAfee                                                    (Antivirus, Firewall, and Endpoint Encryption), Symantec (antivirus, firewall and                                       Ghost), Kaspersky, Wireshark, Nmap, Kismet, VNC, FOG, VMWare, VirtualBox

            Networking:  TCP/IP, Wireless 802.11 a/b/g/n, DNS, DHCP, SAMBA, SSH, FTP, Proxy, VPN

Experience

Flextronics Retail Technical Services

(July 2009 – February 2010, Contract through Synergy, February 2010 – Present Regular)

IT Support Analyst

·         Directly reported to CTO, supporting 700+ remote users and responsible for all aspects support

·         Supported and enforced Corporate IT standards and policies

·         Managed users, groups, and machines through Active Directory

·         Coordinated all warranty repairs with vendors

·         Completed all out of warranty repairs

·         Managed shipping, receiving, and inventorying

·         Managed all badge access on three campuses 

·         Developed all computer images in use and deployed using Symantec Ghost or FOG

·         Maintained servers, virtual machines, access points, printer/fax/copier (Xerox and HP) on 5 campuses.

·         Supported data security and integrity through tape backups (servers), SAN backups (laptops), data       recovery (no backup), complete hard disk encryption (laptops)

·         Directly responsible for documenting solutions to common issues and new process and procedures

Personal Achievements:

• Saved the company thousands in shipping and licensing fees while improving turnaround time and user satisfaction by deploying new imaging solution
• Increased data security by providing a data recovery solution previously not available
• Successfully negotiated terms with a backup solution company
• Developed a complete data duplication process and procedure which was used for legal cases pertaining to digital data.
• Single handedly improved turnaround time on damaged equipment from 3-5 days to 1-2 days within the first 2 months

Trillium Technologies                                                                       April 2009 – July 2009

Level 2 Technician

·         Responsible for quality assessment and electrical repairs of inbound product

     Personal Achievements

·         Completed training and worked solo by day 3 compared to the standard 3 month period

·         Matched unit quality and output in one month equivalent to experienced technicians

• Worked with Production Manager to stream line the process improving downtime between shift changes freeing an extra hour for bench work
• Worked with Production Manager to stream line the process improving downtime between shift changes freeing an extra hour for bench work

Insight Communications                                                                  April 2006 – January 2009 

High Speed Internet Tier II Supervisor

·         Directly supervised 24 technical support representatives with crossover supervision exceeding 100

• Managed customer relations in escalated events including scheduled maintenance, outages, and repeat customer issues.

·         Monitored and reported trending network issues to management and network operation

·         Direct involvement in all aspects of work force management

·         Provided guidance in resolving complex networking issues

·         Training team members on changing technologies, processes and procedures, and soft skills

·         Crisis management as Insight left the AT&T backbone as a standalone ISP  

     Personal Achievements

·         Developed a knowledge base used by special projects which focused on supporting customers that       chose to contact us through email

• Spearheaded a study of call types with a cross reference to call volume which allowed Insight to capitalize on the customers needs and expand support parameters. This study provided Insight with projected numbers which were used in negotiating terms with new partners
• Increased team efficiency and revenue by stream lining trouble shooting steps while improving soft skills and increasing sales

     Insight Communications                                                                   July 2005 - April 2006

     Technical Support Representative

           

• Direct customer contact resolving complex network issues over the phone, email, and chat

·        Provided tethered training to new TSRs on billing, provisioning, and proper troubleshooting

     Personal Achievements

·        Exceeded all monthly and yearly customer compliment records

·        Exceeded training expectations and was solo on day 3 instead of week 3

·        Selected by management after 3 months as a lead to be used to reduce supervisor work load

    

University of Louisville Metropolitan Computer Lab                  August 2003 - August 2005

      Manager

• Directly responsible for all staffing, budget, and maintenance needs
• Reported directly to Director 

     Personal Achievements

• Blaster worm attacked library first day on the job yet I was able to stabilize entire department without closing down and had a new image up the next day with security updates and software which the department had neglected to put into place.
• Assumed leadership position of lab which had been diminishing in patron volume and at risk of closing down. After all computer repairs, employees trained in assisting patrons, deployed new secured computer images, developed and deployed new processes for maintaining a positive patron experience. Patron volume increased 10% each year and the lab remained open.
• Despite the lack of an increase in budget there were enough funds to replace all the computers or expand the lab after two years.

          Additional Work experience

• Lead a team of technicians in PNC Refresh Program. Duties included: joining conference calls, contacting team members prior to install to confirm time and location, inspection of all shipped material, reporting arrival and departure times for each tech, maintaining communications with headquarters, reporting progress, reporting any unforeseen issues and suggesting fixes, and keeping the team on schedule.
• Setup networks in homes and small businesses including encryption, repeaters, security cameras, NAS, and setting up SAMBA for Linux/Windows compatibility.

Education

Masters Degree University of Louisville, Louisville, KY, GPA: 3.794

Bachelors Degree Ohio University, Athens, Ohio GPA: 3.69

Certifications

A+, Network+, Security+, Linux+, LPIC1, Novell CLA

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