Systems Support Technician Sample Resume Format in Word Free Download

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Ruby Vess

309 Gold Mine Road   Brookeville, MD  20001

Home 301-260-1230   Mobile 301-922-9876

ruby@comcast.net

OBJECTIVE:

To obtain a challenging technical position in a Networking/Administration (LAN/WAN) environment with the potential for career advancement.

CLEARANCE:

ACTIVE – Top Secret/SCI Access&NGA CI (Counterintelligence) Polygraph

EXPERIENCE:

Janurary 2012 – Present – Operations & Systems Support Technician – NGA (Customer Site) – General Dynamics AIS

♦   Provide operations, applications andsystems support for various classified mission critical systems in

a 24x7environment, including Dell and HP workstations, Dell Servers, EMC SAN/NAS, Dell LTO

tape libraries and Backup Exec, Plasma and LCD monitors, network printers.

♦   Provide support for a GDAIS application called MAAS “Multi-int Analysis and Archiving System

which is a critical application to accomplish the customers mission.

♦   Create and maintain user accounts, modify and update as need in Active Directory.

♦   Ability to work in a team environment or independently without close supervision.

Sept. 2007 – Aug. 2011–Lead Software and Systems Support Technician - TDS (Technical Development Services) Team – NGA/GRC Support – BAE Systems IT

♦   Provide integration support to incorporate COTS and GOTS H/W and S/W into new and existing

systems.

♦   Responsible for hands-on System Administration support on Windows workstation, standalone

systems, plotters, scanners, DataMax printers and networked printers.

♦   Install and configure multiple applications, licenses and updates as required.

♦   Troubleshooting, repair and resolution of hardware and software related problems.

♦   Create and maintain user accounts and provide support to the users of the GRC Voyager systems.

♦   Assist teammates and co-workers with surge and special projects whenever possible and as needed.

♦   Primary Hand Receipt Holder (equipment) as well as Data Transfer Agent.

July 2006 – Sept. 2007 – System Administration Specialist – NGA MST Support – BAE Systems NS

♦   Provide support to the Mobile Support Teams and their equipment, assist and participate in the

deployments as needed.

♦   Install and configure software applications and licenses, (ESRI, ERDAS Imagine, Remote View,

GeoExpress, Symantec Antivirus).

♦   Support and troubleshoot any customer issues with equipment and COTS/GOTS software products

on Windows Platform workstations.

♦   Install system updates for, software, hardware, antivirus, patches, version updates, licensing and

security on Windows workstations.

♦   Scan workstation with DISA Gold disks and apply patches as needed to meet security requirements.

♦   Configure and maintain Adaptec NAS (Network Attached Storage) SNAP servers.

♦   Assist in reach back support during MST deployments and National Events.

May 2004 – July 2006 – System Administrator – Server Team Support – RBIS-Ltd.

♦   Assist team members applying server patches and updates as needed.

♦   Work with Server 2000, migrated to Active Directory and now working withServer 2003.

♦   User account maintenance: creating, deleting, disabling and updating L1 and L2 user accounts.

♦   Work with Norton AntiVirus 7.6, upgraded to Symantec 9.0 and update virus definitions daily,

currently upgrading to Symantec Anti Virus 10.1 (SAV 10).

♦   Provide Remedy trouble ticket management support and trouble ticket resolution.

♦   Assist in the day-to-day server administrations responsibilities for OASD/NII and OUSD/I.

♦   Assist team members providing support for approximately 800+ users.

♦   Provide server support for approximately 70 unclassified servers (physical & virtual).

♦   Provide server support for approximately 35 classified servers (physical & virtual).

♦   Provide network printer support: adding, setting up, updating and removing and clearing print

queues as needed.

♦   Remove, replace, upgrade and update equipment as needed.

October 2002 – May 2004 – Operational Support Technician – Team Lead - RBIS-Ltd.

♦   Provide call center and desk side support for the OASD C3I Organization.

♦   Coordinate and prioritize trouble calls and desk side technicians.

♦   Provide trouble ticket management support through the Remedy database.

♦   Attend call center, team lead and various account and team meetings.

♦   Provide First Call resolution whenever possible.

♦   Assist in providing network support for approximately 600 users.

♦   Assist the Server and Network infrastructure teams troubleshooting network connectivity problems.

♦   Utilize the Timbuktu Pro remote administration program.

♦   Assist with a Network Transition, Backbone upgrade, CPU & OS upgrades.

♦   Assist with equipment distribution, replacement and setups.

♦   User accounts administration, Network Printer setups, Monitor and respond to helpdesk mailbox

support requests.

♦   Instruct and help new technicians with policies, procedures, and software support requirements.

1999 – 2002 – Network Administrator – WAN Team - EDS (Electronic Data Systems)

♦Provided network operations, monitoring, troubleshooting, and infrastructure support.

♦   Assisted with the updating of network equipment, software, and data cabling.

♦   Provided Trouble Ticket Management support through the CMS (Customer Management System)

database.

♦   Provided network diagrams and equipment layouts using the Visio2000 program.

♦   Primary System Administrator for a proprietary ANG UNIX based server, performing file

management, system backups, password administration, user accounts, equipment maintenance and

user support.

♦Provided tier 3 support for LAN/WAN routers (configurations and monitoring), hubs, switches,

cabling  (installing, replacing and troubleshooting), IP database updates, network monitoring (sniffer,

switch manager/device manager and Elron software), dial-up box, firewall, and various other

network connectivity issues as they arise.

♦   Assisted in network administration of maintaining LAN/WAN network connectivity for

approximately 500 users.

♦   Assisted in providing on-site 24x7 customer support.

♦   Analyzed customer workflow and procedures to recommend operational support tools and

technologies to satisfy customer needs.

♦   Analyzed performance problems and recommend solutions to enhance functionality and reliability.

♦   Provided cross training with Help Desk team, with LANOps team and IA team.

♦   Assisted in two major network equipment replacement and upgrades and continued support of that

network.

♦   Performed DMS installs and upgrades.

TECHNICAL TRAINING:

♦   1999 - Orange Technologies, Inc.: A+ Certification Core Module tract.

♦   1999 - Orange Technologies, Inc.: Networking Essentials, Administering MS Windows NT 4.0, and

Supporting Windows NT 4.0.

CERTIFICATION/TECHNICAL PROFICIENCIES:

♦   MCP Certification.

♦Proficient on personal computer: Windows 98, NT, XP, 2000 & 2003, Active Directory, Remedy,

Symantec AntiVirus, Terminal Services, Optivity Switch Manager, Device Manager, Microsoft Word,

Office, Visio2000, MSDOS, network troubleshooting, network protocols, LAN/WAN, CAT5 cable

terminating, system upgrading, rebuilding, Power Quest Deploy Center, Ghost &Ghostwalk and

softwareinstalls/updates. Attention to Detail, good problem solving and customer skills.

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