Systems Engineer
Summary
Accomplished IT professional with over 17 years of experience in Software Support, NOC, System/Cloud Operations, Technical Engineer Level II, and Senior Help Desk. Recognized for acting as primary escalation point for Tier II engineers in remediating service requests and incidents for customers and internal operations. Demonstrate a high level of service delivery, prioritize customer needs, and address and resolve P1 service failures. I specialize in building proactive response and incident prevention processes, managed incident investigation, and troubleshooting process coordination during incidents/postmortem activities. I stay informed of current industry trends, actively identify opportunities for learning, and apply new concepts to improve job performance.
Expectations
As an accomplished IT professional with over 17 years of experience in Software Support, System Operations, Technical
Engineer Level II, and Senior Help Desk, I have developed extensive knowledge and skills in Senior level technical
support for both internal systems operations, customers and third-party partners.
Objective:
To effectively monitor and maintain a range of IT systems and applications
To collaborate with cross-functional teams to ensure seamless system integration and operation
To continually learn new technologies and procedures to optimize system performance
I deliver proven value through a continued process of learning new technologies and have a solid background with
debugging applications, leveraging logging, and database tools. I stay informed of current industry trends, actively identify
opportunities for learning, and apply new concepts to improve job performance. I also demonstrate a high level of service
delivery, prioritize customer needs, and address and resolve P1 service failures.
Desired Goals:
Utilize system administration and operational tools as the primary means for monitoring, troubleshooting, diagnosing, and
addressing alerted issues
Work collaboratively with cross-functional teams to ensure effective system integration and operation
Maintain Microsoft SQL Server and Hyper-V environments for optimal performance and uptime
Use communication tools like Slack and ZenDesk to escalate issues and provide timely resolution to clients
Generate PowerShell scripts to automate repetitive tasks, resulting in increased efficiency
Perform weekend on-call coverage to ensure critical issues are addressed promptly
Mentor team members, implement department procedures, and provide training
Build and maintain positive relationships with internal teams and resources through exceptional communication and
service skills.
As a problem solver with good judgment and a realistic understanding of issues, I continuously develop competencies in
team leadership and business processes. I specialize in building proactive response and incident prevention processes,
managed incident investigation, and troubleshooting process coordination during incidents/postmortem activities. I also
participate in regular meetings with development teams: On Call protocols, Incident and Problem management, onboard
new employees, internal training, and team mentoring.
Employment Preferences
Expected Base Salary
**,000 USD
Academic Degree
Experience
Total Professional Experience
Startup Experience
Big-Tech Companies
Enterprise Experience
Skills
- Active Directory
- Amazon Web Services
- AWS
- Analytical Skills
- Application Programming Interfaces
- API
- Automation
- Business Process Improvement
- Change Management
- Citrix XenServer
- Cloud Administrator
- Cloud Computing
- Cloud Engineer
- Command Line Interface
- CLI
- Communication
- Communication Protocols
- Computer Hardware Troubleshooting
- Confluence
- Critical Thinking
- Customer Base
- Customer Interaction
- Customer Satisfaction
- Debugging
- Databases
- Documentation
- Domain Name System
- DNS
- Dynamic Host Configuration Protocol
- DHCP
- Embraces Change
- Enterprise Software
- Help Desk Management
- Help Desk Support
- II
- III
- HTML
- Hypervisor
- Incident Response
- Information Technology
- Infrastructure
- Interpersonal Communication
- Interpersonal Skills
- IT Escalation
- Jira
- JavaScript
- LAN-WAN
- Leadership
- Linux
- Management
- Microsoft Exchange
- Microsoft Excel
- Microsoft Office
- MS Firewall
- MS System Center Operations Manager
- SCOM
- MySQL
- Network Operations Center
- NOC
- Networking
- Operating Systems
- Oral Communication
- Organization Skills
- PL-SQL
- PowerShell
- Problem Solving
- Product Knowledge
- Product Support
- Programming Languages
- Project Management
- Remote Access
- Research
- Development
- R&D
- Research Skills
- REST APIs
- Root Cause
- Root Cause Analysis
- Salesforce
- Scripting
- Server Administration
- Server Administration Specialist
- Server Operating Systems
- Service-Level Agreements
- SLA
- SharePoint
- Single Sign-On
- SSO
- Software Installation
- Software As A Service
- SaaS
- SQL
- SQL Server Management Studio
- Systems Engineering
- System Administration Specialist
- System Engineer
- Technical Documentation
- Technical Support
- TCP
- IP
- Ticketing Systems
- Training
- Troubleshooting
- Virtual Desktop
- Virtual Private Network
- VPN
- Virtualization
- VSphere
- Web Applications
- Windows
- Windows Server
- Workload Prioritization
- Written Communication
- XML
- Zendesk
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