IT Infrastructure Specialist & Systems Administrator
Dynamic professional with extensive experience in remote system support, IT troubleshooting, and administrative operations. Adept at diagnosing and resolving complex technical issues, minimizing downtime, and optimizing user experiences. Skilled in managing administrative workflows, streamlining processes, and maintaining compliance with organizational policies. Strong communication skills paired with an ability to collaborate effectively across cross-functional teams and diverse work environments. Expert in managing high call volumes, adhering to performance metrics, and ensuring prompt ticket resolution using IT Service Management tools.
Recognized for a solutions-oriented approach and ability to work effectively in fast-paced, dynamic environment.
Areas of Expertise
- Remote System Troubleshooting
- IT Infrastructure Management
- Software Installation & Configuration
- Technical Documentation Creation
- Hardware Maintenance & Repair
- Virtual Desktop Infrastructure (VDI)
- Inventory & Asset Management
- Vendor & Client Relationship Management
- End-User Training & Support
Professional Experience
MSP (2020-2025)
Senior System Administrator
Managed and delivered comprehensive managed services solutions for varied client environments. Oversaw full IT service lifecycle, encompassing system monitoring, network management, and robust security protocols. Supported servers and managed timely patch updates to ensure system integrity. Conducted user training to enhance system utilization and troubleshoot issues effectively.
- Led IT service projects, ensuring seamless integration and optimal performance across client systems.
- Devised and implemented strategies to improve IT service efficiency and reliability.
- Implemented advanced network management practices, resulting in improved client satisfaction and reduced downtime.
Peace Corps (2020 – 2025)
I.T. Specialist Tier II Support
Delivered comprehensive Tier 2 support for PCMEDICS, the Peace Corps’ medical records management system, catering to IT needs of Volunteers. Managed account creation and administration for medical personnel, ensuring seamless access and use. Oversaw server maintenance, device imaging, and inventory control to uphold system efficiency/reliability. Conducted user training sessions to enhance system understanding/functionality. Collaborated on troubleshooting and resolving technical issues to minimize disruptions.
- Implemented efficient server support systems, enhancing system reliability and reducing downtime.
- Optimized account management processes for medical staff, improving access and response times.
- Streamlined device imaging protocols, resulting in faster deployment and increased user satisfaction.
- Maintained comprehensive inventory records, supporting timely equipment updates and replacements.
- Facilitated user training programs, increasing user proficiency and system usage efficiency.
Large IT Company (2014-2020)
Senior Support Engineer
Oversaw technical support operations for over 400 SAP employees in a diverse technical environment, implementing best practices for efficient service delivery. Managed server support to ensure high availability and reliability of business-critical systems. Handled imaging of devices to maintain operational readiness across the organization. Maintained and updated inventory records, optimizing the allocation of SAP equipment. Collaborated with team members to streamline processes and improve workflow efficiency.
- Enhanced server uptime by implementing a proactive monitoring system, reducing downtime incidents.
- Improved device imaging process, resulting in a 20% decrease in deployment time.
- Streamlined inventory management, resulting in cost savings and reduction of redundant resources.
- Led initiatives that strengthened cross-functional team collaboration, improving technical support response times.
Internal Revenue Service (2009 – 2014)
IT Specialist (Customer Support)
Delivered IT assistance to over 6,000 IRS staff members, addressing both local and distant sites. Diagnosed and resolved a range of technical issues through phone and desk-side interaction. Conducted user training sessions to enhance technology adoption and proficiency. Maintained detailed support documentation to streamline future troubleshooting efforts. Ensured consistent client service by managing inquiries efficiently. Evaluated new software tools to recommend suitability for organizational needs.
- Coordinated support for a user base exceeding 6,000, ensuring timely resolution of technical problems.
- Trained colleagues to improve their technical skills through well-structured user training programs.
- Streamlined support processes by developing and maintaining thorough documentation for technical resolutions.
Certification
- A+ Certification
- Microsoft Certified Professional
- ITIL Foundation Certificate Training
- Security+ Certification
- Cloud+ Certification Training
- Server+ Certification Training
Techincal Proficiencies
- Hardware & Networking: Cisco Routers, Switches, Hubs, IBM PCs, Intel/AMD Processors, HP Servers, Telnet, FTP, DNS, DHCP
- Tools: Anti-virus/malware, encryption software, data recovery tools., Microsoft Office, Symantec Enterprise Antivirus, Norton Ghost, VERITAS, McAfee E-Policy Agent, Web content management, web design, video editing, video production.
- Virtualization: Dame Ware, VM Ware Virtual Center, Infrastructure Client, ESX Servers.
- Monitoring & Ticketing: Track-It, Remedy, Unicenter Service Desk, HP-Open View, Snare.
