Information Technology Operations Manager

Renfro D. Hicks

Objective

To obtain a position in the Information Technology industry that utilizes my skills, experience and expertise.

Education

Computer Information Systems

DeVry Institute of Technology Decatur, Georgia August 1996 – May 2000

South Carolina State University Orangeburg, South Carolina August 1989 - December 1992

Qualifications

Software Applications

Office 365

MS Office 2010 (Word, Excel, Access, Outlook, PowerPoint, InfoPath, Publisher)

MS Office 2007 (Word, Excel, Access, Outlook, PowerPoint, InfoPath, Publisher)

MS Office 2003 Professional Edition (Word, Excel, Access, Outlook)

MS Office XP Professional (Word, Excel, Access, Outlook, PowerPoint)

MS SharePoint 2007, 2010 and 2013

MS Office FrontPage 2003

Lotus SmartSuite (Lotus Notes, Lotus Organizer, AmiPro, 123, Freelance)

Visual Basic

Norton Antivirus 200x

Norton Internet Security 200x

Hardware Experience

Dell (Desktops, Notebooks and Servers)

Compaq (Desktops, Notebooks and Servers)

Toshiba (Notebooks)

Hewlett Packard (Notebooks and Printers)

Mitsubishi (Plasma TV’s)

IBM (Servers)

Program Languages

COBOL, RPG, JCL, FORTRAN, C, C++, Visual Basic, Pascal, Assembly Language

Networking Experience

Ethernet, Token Ring, TCP/IP, IPX, DNS, VPN, UDP, SMTP, Telnet, RDP, LDAP and ARP, ISDN, EIGRP, BGP, OSPF, MPLS

Microsoft Management Service Platforms

SMS (Systems Management Server 2003)

MOM (Microsoft Operations Manager 2005)

SCOM (System Center Operations Manager 2007 R2, 2012/2012 CU 6 with PowerShell scripting, SCOM 2016 Update Rollup 6)

SCCM (System Center Configuration Manager 2007/2012 with Endpoint Configurations and DCM - Desired Configuration Management)

SCCM (Current Branch 1610, 1702, 1706, 1710, 1802, 1806 and 1810)

SCORCH (System Center Orchestrator 2012)

SCSM (System Center Service Manager 2012) with Cireson Portal

Cloud

Microsoft Azure (Cloud Engineering and Monitoring)

Microsoft OMS (Operations Management Systems)

AWS (Amazon Web Services)

VMWare vCloud Air

General Infrastructure Services

Windows Server Roles

Windows Clustering

Remote Desktop Services

Active Directory Domain Services (ADDS)

Active Directory Federation Services (ADFS)

Azure AD Sync

Azure Connect

Active Directory Certificate Services (ADCS)

Forefront Identity Manager 2010

Microsoft Identity Manager 2015

Virtualization

Microsoft Hyper-V

VMWare ESXi

Citrix XenServer

VDI (Virtual Desktop Infrastructure for Microsoft or Citrix)

vFabric Hyperic

Cisco

Router (805) Cisco IOS

Switch (2950)Cisco CatOS

Frame Relay, T1CiscoWorks

Cisco Pix FirewallCisco VOIP

Database

MS SQL Server (2000, 2003, 2005 and 2008)

Environments

Windows (3.11, NT 4.0, '95, '98, 2000, Home Edition, XP Professional, and Windows 7)

Windows Server (NT 4.0, 2000, 2003, 2008 and 2012)

MS Exchange (5.5, 2000, 2003, 2007 and 2013)

SQL Server Reporting Services (SSRS)

SQL Server Integration Services (SSIS)

UNIX (Linux, Red Hat, SOLARIS and SCO)

Novell Netware (3.x and 4.x)

OS/2

Oracle

Professional Experience

Miami Dade College Miami, FL June 2010 – Present

Senior Systems Engineer – Operations Manger

Responsibilities:

Monitors the global SCOM 2007/2012/2016, SCCM 2007/2012/2016, SCSM 2012/Cireson and Azure (Cloud Engineering and Monitoring of the Cloud) - (QA/Dev Operations ENVIRONMENT for six months then to the Production Environment) infrastructure and leverage tools such as SCOM 2007/2012/2016/2016, SCCM 2007/2012/2016, SCSM 2012 (QA/Dev Operations ENVIRONMENT) to accomplish supported responsibilities; use SCCM for server and desktop imaging using MDT – Windows 7/10 – Windows Server 2008/2012 with (SCCM for server and desktop imaging using Agile, SCOM 2016 UR 6 is currently the QA ENVIRONMENT)

Architect the design for SCOM 2007/2012/2016, SCCM 2007/2012/2016/2016, SCSM 2012/Cireson and Azure (Cloud Engineering and Monitoring of the Cloud) - (QA/Dev Operations ENVIRONMENT for six months then to the Production Environment), SCORCH 2012 and SCCM 2007/2012/2016/2016

Designed and implemented successful proof of concept for the network infrastructure

Used HP SiteScope and SolarWinds to mirror for the new SCOM 2007/2012/2016 environment

Performed administrative tasks to configure, deploy and sustain windows management systems to include Windows Server and SCOM 2007/2012/2016, SCCM 2007/2012/2016/2016, SCSM 2012 and Azure (Cloud Engineering and Monitoring of the Cloud) - (QA/Dev Operations ENVIRONMENT for six months then to the Production Environment) to monitor and manage command information technology assets – used SCORCH to create run books

Manage and facilitate all critical patches within the enterprise

Implement all Production changes as defined by the Engineering team using ServiceNow

Maintain overall infrastructure health and stability of the environment

Define and implement all required enhancements to the Microsoft SCOM 2007/2012/2016, SCCM 2007/2012/2016, SCSM 2012/Cireson, SCORCH 2012 and Azure (Cloud Engineering and Monitoring of the Cloud) - (QA/Dev Operations ENVIRONMENT for six months then to the Production Environment)

Leverage the SCOM 2007/2012/2016, SCCM 2007/2012/2016, SCSM 2012 and SCORCH 2012 and Azure (Cloud Engineering and Monitoring of the Cloud) - (QA/Dev Operations ENVIRONMENT for six months then to the Production Environment) environment to identify and trend issues and problems

Design implement and support Microsoft Lync 2010/2013 / Skype for Business to ensure that is it’s compatible with SCOM for the monitoring (SCOM 2007/2012/2016)

Managed Monitoring solution using Nagios for synthetic transactions and dash boarding with parameter monitoring for active and passive checks

Successfully mirrored Nagios monitoring system in the Dev environment for the SCOM 2007 QA environment to be promoted to the Dev environment

Provide ongoing support of network systems of high complexity in datacenter, backbone, and the MDC environments to fulfill business needs for performance in the SolarWinds environment

Serve as a technical lead for hardware installation, configuration, and operational support of these networks’ routers, switches, load balancers, WAN optimizers in the Solarwinds environment

Serve as a technical lead for routing and switching technology, working with application and systems teams to optimize application delivery on the network in the SolarWinds environment

Assist with the integration of MS Exchange, Office, Lync, SharePoint, Office 365, Avaya and Cisco Room based Video Conference solutions

Define and execute scripts that aid in the adherence of infrastructure health Execute and analyze reports and health check logs daily and report to management overall enterprise health

Maintain and change all Production level passwords

Provide 7x24 support coverage during all critical patch distributions

Provide Tier 3 NetApp SAN/NAS support to field and onsite personnel to major clients

Manage MDC SAN arrays

Provision LUNs and volumes for MDC

Setup aggregates, CIFS and NFS exports for clients

Design and offer guidance to Tier 1 and 2 support staff to too give a better understanding on how to resolve to client’s issues and prevent them from happening in the future

Log Analytics service to monitor (OMS) for the cloud environment to maintain their availability and performance

Use Log Analytics to collect data generated by resources from the cloud environment and used other monitoring tools to provide analysis across multiple sources

Test all production changes prior to release in a QA environment for six months then to the Production Environment

Prepared and published reports on real-time information on system and

service performance; build, execute and analyze daily reports and logs of the SCOM 2007/2012/2016, SCCM 2007/2012/2016 used OSD, SCSM 2012/Cireson (QA/Dev Operations ENVIRONMENT for six months then to the Production Environment) and SCCM 2007/2012/2016 global environment and maintain infrastructure health

Used SQL Server Profiler to create and manage traces and analyze and replay trace results

Update alerts (rules, scripts, triggers) and supporting the current SCOM 2007/2012/2016, SCCM 2007/2012/2016, SCSM 2012/Cireson, SCCM 2007/2012/2016 (QA/Dev Operations ENVIRONMENT for six months then to the Production Environment – PowerShell scripts were used for automation) infrastructure

Documented SCOM 2007/2012/2016, SCCM 2007/2012/2016, SCSM 2012/Cireson, SCCM2007/2012 (QA/Dev Operations ENVIRONMENT for six months then to the Production Environment - PowerShell scripts were used for automation) procedures and work instructions to help update the Operations portal

Helped transform the traditional on premises deployment approach to an automated Onboarding Service for customers larger than 150 seats

Drove the technical execution and provide automation improvements to maintain customer and partner satisfaction during the Deployment phase

Utilized the company’s IP and assets across partners, Microsoft Enterprise services engineering and support teams, the Microsoft field sales organizations and Office 365 business groups

Developed exceptionally strong and transparent working relationships with the teams to deliver expected customer and business results

Troubleshoot skills in connectivity and migrations; Cloud competency understanding of services and the complexity of the issues that arise in migrations and deployment to the cloud; Outlook Anywhere main protocol for Office365

Executed, managed and lead a set of Office 365 customers and partners thru the Onboarding technical process; Assisted Office 365 customers and partners with configuration of onboarding tools and processes technology; Analyzed, developed

and communicated key Onboarding process and technology improvement for Office 365 Onboarding and entire deployment cycle

Perform final implementation of all changes within the Production Environment

Maintain a stable Microsoft Windows and VMware ESX while using vFabric Hyperic environment and deliver the support services necessary to support the business needs

Administration of both Microsoft Windows server and VMware host/server environments during scheduled maintenance windows

Design and maintain Windows file sharing infrastructure and access security

Develop standards and documentation for the products supported by the team

Develop policies and configurations for supported infrastructure components

Plan for supported infrastructure components, including capacity, availability and performance related processes

Research new technologies to improve existing environments and be proactive in problem mitigation

Respond to service requests and coordinate with other infrastructure team members to ensure timely compliance with service level agreements, within established change and problem management guidelines and processes

Analyze current and future server technologies in accordance with company strategic direction settings

Monitor and track trouble tickets and change requests to ensure high quality customer service

Perform frequent server health checks and implement patches to ensure current revision level

Monitor system resource usage and ensure adequate resources are available to meet the IT requirements through resource scheduling and new resource acquisition

Respond to system failures and work with vendors to resolve issues related to hardware and software

Review current system and industry best practices and recommend technology solutions that improve team efficiency

Participate in design and implementation of projects, systems, and procedures to meet department goals

Implemented SharePoint 2007, 2010 and 2013 in the testing environment; Converted the testing environment to production and upgrade to SharePoint 2010 and 2013for all dash boarding; Configure SCOM, SCCM and SCORCH dashboards for the Web Console using IIS

Work with security teams to ensure MDC security policies are met

Lync Monitoring

oInstalled and configured Lync Management Packs

oConfigured Custom monitoring of Lync

oTuning management pack and customization

Exchange Monitoring

oCompetency of mail flow, client access and monitoring scenarios

oInstalled and configured Exchange management pack tools

oConfigured RunAs accounts

oConfigured MailFlow Monitoring

oTuning management pack and customization

SharePoint Monitoring

oProficient with SharePoint Solution Accelerators

oInstalled and configured SharePoint Management Packs

oConfigured Custom monitoring of SharePoint

oTuning management pack and customization

Citrix Monitoring

oInstalled and Configured Citrix Management Packs

oTuning management pack and customization

Client Monitoring

oEnabled Client Monitoring

oConfigured agentless Exception Monitoring

oConfigured Collection, Business Critical and agentless client monitoring

oTuning management pack and customization

Non-windows Device Monitoring

oInstalled and configured of monitoring for non-Windows devices

oConfigured of non-Windows Devices

oTuning management pack and customization

oExperience with third-party and native non-Windows monitoring methods

Custom Reporting

oInstalled and configured reporting in complex environments

oDesigned and build custom reports with report builder

Audit Collection Services

oDesigned, installed and configured ACS

oDeployed report components

oAlert tuning and customization

Custom Application Monitoring

oAuthoring custom tuning management

Used SCORCH Architect/QA in support of AD and Exchange Staff Augmentation migration project along with SCCM/PowerShell scripting

Created an automated process (script) to reclaim 3 un-used applications by identifying the application usage and uninstall if unused (examples of 3 applications below):

Attachmate, Visio, Project

Used Orchestrator Automation of the Server Patching Process

Automate post-patching system

Automated daily health system checks and repairs

Used SCORCH Architect/QA in support of AD and Exchange Staff Augmentation migration project along with SCCM/PowerShell scripting

Used Orchestrator Automation of the Server Patching Process

Automate post-patching system

Automated daily health system checks and repairs

Created an automated process (script) to reclaim 3 un-used applications by identifying the application usage and uninstall if unused (examples of 3 applications are below):

Attachmate, Visio, Project

Responsible for sizing, installation, configuration, customization, validation, qualification, administration and support of Automation Tools (MS SCORCH or v-Realize Orchestrator)

Responsible for scripting in Batch, PowerShell, JavaScript, SQL, & Linux bash

Strong working knowledge of MSI and installation package construction

Responsible for the design, setup, configuration, customization, qualification,

administration and support of Web Self-service form to instantly provision automated setup of Digital Guardian

Organized and coordinate the activities associated with installation, upgrade and patching of Automation Tools

Improved on track progress, and make recommendations on Automation tools improvements and new releases

Ensure availability of Automation Platform to meet agreed SLAs

Trained operations team to use Automation tools effectively

Documented Standard Operating Procedures for using and maintaining Automation toolset

Maintained current Knowledge of Automation Tools

The current environment is Microsoft 2008 Server, Microsoft Exchange Server 2007 and Microsoft SQL Server 2005 (maintaining 2700 + servers)

Pee Dee Community Action Agency (Head Start) Florence, SC January 2002 – May 2010

Network Manager

Responsibilities:

Managed WAN of 1700 square miles covering three counties and fifteen remote sites (Dillon, Florence and Marion counties)

Designed/implemented a database (SQL/Access); application development of proprietary software (ChildPlus)

Designed /implementing a website (FrontPage 2003)

Information security and control structures using Cisco Pix Firewall

Designed/implemented VOIP using Cisco Infrastructure

Implemented Internet Information Services 6.0

Implemented Cisco Network (805 series routers and catalyst 2950 switches)

Monitored network using Cisco Works, Cisco CatOS, Cisco IOS

Designed/implemented a wireless network in the administration building using Linksys 2.4 GHz routers (802.11b)

Designed/implemented an email infrastructure (upgrade from Exchange 5.5 to Exchange 2003 to Exchange 2007)

Implemented Frame Relay access for remote users via VPN

Designed/implemented complex local and wide-area network of machines (using DNS, DHCP, ISDN, EIGRP, BGP, RDP, LDAP and WINS)

Implemented SMS/SCCM (Systems Management Server 2003/System Center Configuration Manager 2007), Office Communicator 2007/Lync 2010 and MOM/SCOM (Microsoft Operations Manager 2005/System Center Operations Manager 2007) for an in-house base of 50 production servers and five testing servers

Created and implemented several MOM Management Packs and Alerts

Implemented VMWare into the network infrastructure; Created and Edit VMWare VMX files

Created an Active Directory infrastructure (Group Policies, OU and Sites)

Implemented HelpStar 8.1 (Help Desk software)

Implemented video conferencing via WAN/LAN

Designs, specifies, and documents LAN configurations according to user needs, utilizing outside support resources as appropriate

Help install and customize LAN instruments to allow personal computers to retrieve information from the servers and allow data to be entered from PCs

Designed/implemented a Policy and Procedure Manuel to be added to the existing Manuel in Information Technology

Implements disaster backup and recovery procedures using VERITAS NetBackup 6.0; High Availability implementation in Windows environment; Use of VERITAS Volume Manager (VVM), VERITAS File System (VFS), VERITAS Storage Migrator (VSM) and Bare Metal Restore (BMR) to aid in troubleshooting

Plan/schedule and support server, PC upgrades and backups

Establishes/recommends policies on system use and services

Provides technical lead and/or supervises the installation of hardware and software

Had purchasing authority and responsibility for purchase justification

Implements new technologies by establishing technology strategies; evaluating, testing; maintaining knowledge base; managing projects

Establishes technology development strategy; drives technology development projects; provides new technology; transfers developed technology; maintains technology development budget; prepares technology reports; protects organization’s value; updates job knowledge; enhances organization reputation

Directs technological research; recommends technology strategies; use of ITILv2

Prepares budget and controls expenses

Supported information systems services by integrating and upgrading hardware and software systems

Supervises 3 network technical support team members (one in each county) and organizes software training programs

Interfaced with users, consultants, technical teams, and vendors for maximum guidance in determining the most appropriate type of hardware installation

Assist IT staff with creation of user accounts, email accounts; setup user groups and policies

Prepared charts and diagrams to explain network operation and to train managers and others in proper use

Analyzed work load, including traffic and utilization trends

Developed and monitors appropriate security procedures to safeguard system from physical harm and viruses, unauthorized users, and damage to data

Surveyed performance needs and goals of LAN users

The current environment is Microsoft 2003 Server with Active Directory and XP Professional OS (Exchange Server 2003) maintaining 50 servers

Interliant Atlanta, GA February 1998 – December 2001

UNIX Systems Administrator

Responsibilities:

Supported UNIX (Linux, RedHat, SCO and Solaris) servers in production and development environments, installing and supporting inter-system connectivity software, installing operating systems, monitoring performance; Shell scripting in Korn, Perl

AIX installation, up gradation, migration and troubleshooting

Supervised level I, level II and level III help desk analyst (25 – 30 analysts depending on the shift rotation); performed evaluations on the help desk analyst

Installed and maintain of a variety of system support tools and applications, evaluating new technology in the client/server environment, and supporting application development teams; Scheduled and coordinated server upgrades

Answered inbound calls and documenting their problems into a ticket (case) using Vantive 7.0

Used UNIX commands to reset passwords, set permissions, system reboots, user account maintenance and system configuration files (Linux, RedHat, SCO and Solaris)

Assisted with FrontPage extensions; Assisted in building websites in Trellix and FrontPage 2000

Administered multiple BSDI and Solaris 2.6 web servers

Configured server hardware and software, installing software upgrades and patches

Developed, tracking and implementing project plans for server build out projects

Updated databases and documentation; Planned and implemented Internet and Intranet solutions; Planned web-based infrastructure capacity and server grooming projects

Monitored server resource usage and SNMP reporting configurations

Administered to WebLogic Server 4.5The environment used was Microsoft NT 4.0 maintaining 1000 plus servers (Citrix Metaframe Network)

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