As a multi-certified MCSA, Network+, and Security+ IT professional with over 21 years of experience, I am dedicated to delivering exceptional results. With a strong work ethic and a commitment to excellence, I have worked in various IT roles ranging from desktop support to systems administration. As a military veteran, I bring discipline and a focus on achieving goals to every project.
My expertise lies in configuring and managing virtual and physical Windows server infrastructures, and I have a proven track record of creating and delivering solutions that drive business growth, organizational development, and systems/network optimization. I have a broad understanding of the latest IT trends and technologies, and I am constantly seeking new ways to improve and innovate.
Manage software deployment using Ivanti Endpoint Manager for 5000 devices, including creating, maintaining, updating, and deploying 10 OS images and 30 task sequences.
Test software updates, resulting in a 25% decrease in application-related incidents.
Manage Group Policy for 5000 end users and devices, resulting in a 20% reduction in security incidents.
Package Windows 10 applications using PSAppDeploy PowerShell scripts, resulting in a 30% increase in application deployment efficiency.
Administer and support Microsoft BitLocker Full Disk Encryption for 3500 devices, resulting in a 95% compliance rate.
Serve as escalation point for 200 end user incidents and requests per month that cannot be handled by standard or agreed processes.
Conduct root-cause analysis for 50 incidents, isolated the source of problems, and resolved 80% of bugs within 2 weeks.
Determine and evaluate system specifications for 5 projects, based on organizational needs and goals, resulting in a 100% success rate for project implementation and delivery.
Administered and managed Microsoft LAPS and BitLocker for 500 workstations and servers, resulting in a 90% increase in security compliance and a 50% decrease in security incidents.
Utilized Microsoft SCCM to deploy software updates to 1000 devices and manage inventory, resulting in a 25% increase in software compliance and a 40% decrease in software-related incidents.
Provided training and documentation to 1000 end-users and IT staff on how to use and manage Citrix effectively, resulting in a 70% increase in user adoption and a 30% decrease in support requests.
Participated in negotiations with vendors, outsourcers, and contractors to secure software products and services, resulting in a 15% decrease in software costs.
Administered and managed Citrix Virtual Apps and Desktops for 1000 end-users, providing secure remote access to applications and desktops, resulting in a 90% increase in remote work efficiency.
Managed and provided guidance to 4 junior members of the team, resulting in a 40% increase in team productivity.
Conducted testing and validation of Citrix deployment to ensure compatibility with existing IT infrastructure, resulting in a 95% success rate for deployment projects.
Maintained, managed, and troubleshooted cloud virtualization technologies such as O365, Azure, and VMware, resulting in a 99% uptime for cloud services.
Managed and maintained Windows servers and infrastructure, including Active Directory, Exchange, and SharePoint, resulting in a 99% uptime for internal services.
Conducted regular system maintenance and patching to ensure system uptime and security, resulting in a 99.9% uptime for critical systems.
Implemented backup and disaster recovery solutions using Veeam Backup and Replication, resulting in a 100% success rate for disaster recovery tests.
Developed and maintained documentation on IT systems and processes, resulting in a 30% increase in knowledge sharing and a 25% decrease in onboarding time for new team members.
Provided technical support for 100 end users incidents, resulting in a 90% satisfaction rate and a 50% decrease in support requests.
Resolved hardware and software issues for 3500 devices, resulting in a 75% decrease in downtime and a 40% increase in productivity.
Configured and maintained 3500 Windows workstations and laptops, resulting in a 95% uptime and a 30% decrease in hardware-related incidents.
Utilized Microsoft SCCM to deploy software updates, applications, and OS images to 3500 devices, resulting in a 90% software compliance rate and a 50% decrease in software-related incidents.
Administered and maintained end-user accounts, permissions, and access rights for 3500 end users and devices, resulting in a 95% security compliance rate and a 40% decrease in security incidents.
Installed, configured, and maintained network equipment, including 100 Cisco switches and 50 Aruba wireless access points, resulting in a 95% uptime and a 30% decrease in network-related incidents.
Monitored and troubleshot network issues for a network of 500 devices, resulting in a 50% decrease in downtime and a 40% increase in productivity.
Implemented network security measures such as 10 vLANS and 20 ACLs, resulting in a 90% security compliance rate and a 50% decrease in security incidents.
Successfully handled and resolved over 10,000 inbound technical calls at a high-volume corporate Help Desk operating 24x7x365, maintaining efficiency and professionalism in a fast-paced environment.
Demonstrated strict adherence to policies and procedures for safeguarding sensitive information, including personal health information (PHI/PII) and access to corporate systems.
Diagnosed a wide range of hardware, software, printing, and network connectivity issues in a Windows 7 environment, encompassing LAN, WAN, and VPN access.
Achieved a 98% resolution rate for inbound technical calls, effectively balancing exceptional customer service and issue resolution within the framework of a call handle time goal.
Maintained accurate and efficient documentation of all customer interactions within an incident management tracking tool.
Managed User and Group administration in Active Directory, overseeing the configuration and maintenance of user accounts and group memberships for a user base of 800 individuals.
Delivered timely and precise hardware and software support to approximately 800 users, maintaining an impressive 98% resolution rate, resulting in minimal disruptions to productivity.
Successfully installed and maintained file and print servers, along with domain controllers running Windows 2003 and 2008 R2, contributing to the seamless operation of critical network services.
Provided responsive remote and on-site support, including executive-level assistance upon request, achieving a 95% satisfaction rate among supported users.
Demonstrated efficiency in creating and deploying desktop images using Altiris, reducing deployment time by 30% and enhancing system consistency.
Analyzed and resolved a staggering 90% of standard problems independently, including those escalated by junior team members, highlighting problem-solving expertise and leadership within the team.
Collaborated closely with business and IT team members to identify requirements for new technologies, contributing to the successful implementation of 15% cost-saving technology solutions.
Reliably executed file backups and system recovery procedures, resulting in a 99% data retention rate and minimal system downtime in critical situations.
Enhanced IT infrastructure, services, and the supporting organization, resulting in a remarkable 20% reduction in operational costs while maintaining a sustained service availability of 99.9%, aligning with ITIL process standards.
Integrated high availability measures into new IT solutions, achieving an impressive 98% uptime rate for newly implemented systems, minimizing business disruptions.
Collaborated with clients to identify critical business needs and conducted cost-benefit analyses for computing solutions, leading to the successful implementation of 15 cost-effective IT projects with an average ROI of 25%.
Coordinated closely with IT experts to address networking and hardware requirements, resulting in a 30% improvement in network performance and a 25% reduction in hardware-related incidents.
Thoroughly documented a comprehensive system design based on clients' anticipated requirements, facilitating the seamless execution of 10 IT projects with a 100% alignment to client expectations and needs.
Feel free to connect with me on LinkedIn.