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  • < IT Support & Admin />

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    Skills and Experience (Systems Admin)

    • Building and decommissioning workstations and laptops based on a Windows 7 Standard Operating Environment (SOE) configuration.
    • Administration of Active Directory user and computer accounts, including but no limited to, assigning privileges using established Group Policy Objects, all with security in mind.
    • Administration of EMC Ionix IP Management Suite, for server health monitoring through ICMP and SNMP polling and trap receiving.
    • Front-end use of Symantec Backup Exec and EMC Avamar for data recovery.
    • Administration and automation of Windows servers' processes through basic PowerShell scripting.
    • Deployment of virtualised Windows Server 2008 R2 and 2012 environments through use of VMware vSphere front-end client in production and development/test environments.
    • Administration of Linux (primarily Red Hat 5) and proprietary Unix platforms (e.g. HP-UX).
    • Theoretical and practical knowledge of computer networking, including IP networking and addressing, routing, protocols, LAN design, and the OSI layers.
    • Writing Cisco IOS configs and using Cisco IOS console commands.

    Skills and Experience (Customer Support)

    • Appropriately triaged, organised customer requests and incidents as they were raised depending on impact and severity. Regular communication with impacted customers and support personnel to provide updates and to support customer satisfaction was consistently maintained.
    • Competently used an established IT Service Management (ITSM) from ServiceNow to record all such requests and incidents.
    • Provided timely resolution or facilitation of requests and incidents to meet 100% of Service Level Agreement (SLA) targets.
    • Trained end-users, in addition to provided instructional guides to end-users and other tech support personnel, to operate or admin particular hardware or software.

    Certifications Achieved

    Industry Certifications

    RHCSA certification logo

    Date: Nov. 15, 2013

    CCNA Routing and Switching certification logo

    Date: May. 26, 2014

    Note: My CCNA certificate had officially expired in 2017, but I am willing to renew