Summary of Qualifications Experienced IT Sys Admin & Support professional with strong background in identifying and resolving technical issues with servers, (Physical & Virtual) Operating systems, applications, and networks. * Proven success in problem management, capacity management, and hardware/application support. * Extensive experience tracking and maintaining detailed records of all IT incidents and requests, while identifying common trends and ensuring long-term solutions are implemented. * Proven success developing and using collaborative relationships to facilitate the accomplishment of work goals and facilitating conferencing calls to determine root cause & preventive actions * Experienced in managing incident and problem Root Cause Analysis (RCAs), capture action items, and conduct remediation follow-up meetings. * Proficient in root cause analysis, determination of action items, detailed follow up and resolution communication to stakeholders. * History of developing and reporting service availability, requesting fulfillment and additional metrics. * Broad technology understanding across Mainframe, Midrange, Distributed Systems, and Networks. Problem Resolution Team GXS/Open Text Gaithersburg MD. April 2013 to July 2015 Managed large scale technology incidents and root cause analysis. Supported major incident-problem management processes across the Open Text organization. Facilitated 2 to 3 calls weekly to determine root cause and preventative actions. Tracked updated and reviewed 100 + tickets to ensure completion.

Highlights:

• Application Support
• Microsoft Windows
• Operating Systems
• Senior Systems Administrator
• Support
• Systems Administrator
• Management
• Applications