Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Adam Roberts

Rockville,MD

Summary

Hello! I'm Adam Roberts, an experienced IT professional deeply versed in advanced technologies and methodologies.


My experience spans multiple industries, enabling me to see the bigger picture and drive IT initiatives with a high return on investment.

My technical expertise includes Azure, Atlassian Suite, Windows and Linux administration, and a wide range of other IT technologies.


I excel at translating complex technical details into user-friendly communication, ensuring client

satisfaction and project success.


With a strong foundation in project management and a robust technical background, I have successfully led and executed strategic IT projects, including system upgrades, data migrations, and security improvements. My experience in implementing ITIL standards and managing critical incidents in a 24x7x365 environment has been instrumental in maintaining high service levels.

Overview

9
9
years of professional experience
1
1
Certification

Work History

IT Ops Manager / Sr Engineer SRE

Shield AI
07.2023 - Current
  • Led a team of 5 IT engineers, coordinating across U.S. time zones to support 600+ users, ensuring high levels of service and responsiveness.
  • Acted as Senior IT Engineer for Washington DC, overseeing IT services and infrastructure, ensuring optimal performance and reliability.
  • Developed and standardized IT Services team runbooks and policies to improve efficiency and consistency.
  • Managed Atlassian platforms, automations, and projects, driving improvements and streamlined workflows.
  • Oversaw physical security systems (Linear Emerge & 3xLogic) and implemented an employee ID badging process to enhance security.
  • Designed and implemented APIs and Power Automate flows to automate tasks and improve operational efficiency.
  • Administered Azure and M365 environments, ensuring security, compliance, and optimal configuration.
  • Served as the primary Linux SME for Ubuntu (20.04, 22.04) and CentOS 7, providing expertise and support.
  • Collaborated with external teams to align IT strategies with business goals and enhance service delivery.
  • Assisted the infrastructure team with server room cooling and networking gear maintenance and deployment, ensuring system reliability.
  • Led special projects involving hardware, software, and automation, driving innovation and efficiency.
  • Developed automated processes to streamline IT operations and reduce manual intervention.
  • Debugged Python, PowerShell, and C# projects using GIT in ADO, ensuring code quality and functionality.
  • Provided comprehensive technical support for a range of issues, from printers to SQL server errors, ensuring quick resolution.
  • Offered VIP support to high-level individuals, ensuring their technology needs were met promptly.
  • Administered Windows environments, leveraging Intune for device management, leading projects to update all machines to Windows 11 and deploy automated patching.
  • Managed asset management, guiding the creation of policies that enhanced budget visibility, asset recovery, and shipment tracking.
  • Utilized Tanium for comprehensive endpoint security and system management, ensuring a secure IT environment.
  • Maintained AV equipment for Teams Rooms, including managing Logitech gear, ensuring seamless communication and collaboration.
  • Acted as project manager for key IT projects, leading cross-functional teams to successful completion and achieving project objectives.
  • Monitored queue health to ensure timely resolution of tickets, adhering to ITIL requirements to maintain service quality and compliance.
  • Helped manage and respond to critical incidents in a 24x7x365 environment, ensuring swift resolution to minimize impact on operations and maintain service continuity.
  • Performed extensive systems engineering tasks in configuring both Windows and Linux operating systems, including PowerShell scripting and Ansible Automation.
  • Performed maintenance, deployment, and upgrades for VMWare vSphere 7.x and 8.x, including ESXi, vCenter, and life cycle manager management and troubleshooting.

Infrastructure Systems Administrator & Owner

Expanse Gaming LLC Dba Nebula IT Consulting
10.2021 - Current
  • Led the design and implementation of network specifications, rigorously analyzing workflow, access, information, and security requirements to ensure a robust and secure infrastructure.
  • Consistently applied important security and functionality patches to safeguard against intrusion and uphold system reliability.
  • Created proactive preventive maintenance schedules to minimize downtime and hardware faults.
  • Configured and deployed Dell Blade servers and Dell R720 servers, providing the computational backbone for the company's operations.
  • Facilitated the deployment of thin clients for company partners, using OpenVPN access and Citrix Ingress deployment for containerized VM access.
  • Worked extensively with various operating systems and configurations, including Red Hat Fedora 35, Ubuntu 20.04, and 22.04 virtual machines, and deployments using KVM.
  • Managed deployment, patching, and administration of several key tools and technologies, including JIRA, Confluence Data Center, Postgres SQL, OpenProject, Apache2, Docker, and others.

Senior IT Systems Engineer

Robert Half
10.2022 - 06.2023
  • Engaged in vendor-led training programs to acquire advanced knowledge on emerging technologies, subsequently transferring this knowledge to the team through detailed training sessions.
  • Trained the IT department on the nuances of JIRA and Confluence administration, focusing on aspects such as ticket management, reporting, user administration within Crowd.
  • Crafted and managed intricate workflows, JQL queries, project/ticket views, SLAs, Automation, and 3rd Party Application tie-ins within Atlassian, enhancing the department's project management capabilities.
  • Instituted new technologies like Keystone CAD RMS databases and Confluence for various organizational requirements such as updating officer records, ticketing system, inventory, and IA; creating and distributing support documentation, policies, and reports.
  • Installed and configured critical hardware including servers, laptops, MDTs, network switches, and routers, to align with the departmental requirements.
  • Demonstrated proficiency in administering and deployment of various software and technologies including Exchange, VMWare vCenter, Active Directory, SCCM, Windows 11 Desktops/Laptops, Windows 2012 R2 Servers, Windows 2016 Servers, InTune, Axon Evidence.com, and others.
  • Regularly installed important security and functionality patches to maintain optimal protections against intrusion and ensure system reliability.

Sr Technical Support Engineer & Jr Project Manager

Options Information Technology LTD
03.2020 - 08.2022
  • Played a crucial role in managing on-site support staff across multiple client offices, ensuring a streamlined delivery of IT support services.
  • Provided white-glove service to C-level executives across multiple global markets in a follow-the-sun model of support.
  • Utilized tools like Monday.com and Jira to successfully track and execute several major projects and initiatives, notably several Azure Migrations.
  • Demonstrated proficiency as the primary point of contact for support relating to owned solutions and products including Citrix, Jira, and Client Support.
  • Developed and managed custom workflows, JQL queries, project/ticket views, SLAs, Automation, and 3rd Party Application tie-ins for effective project management.
  • Offered critical support in various capacities across client offices and platforms, ensuring all SLAs were consistently met.
  • Successfully maintained a top-tier customer service rating above 98% during my tenure, showcasing dedication to customer satisfaction.
  • Utilized, deployed, and managed a wide range of technologies and tools, including VMware vSphere, Active Directory, Jira, Confluence, SCCM, Microsoft 365, Azure, Intune, Redhat Enterprise Linux, and others.
  • Worked directly with IT Governance to follow and advise on best practices, reporting, and auditing for support and technical projects, enhancing the company's compliance posture.

Technical Support Representative

Brivo Systems LLC
10.2018 - 02.2020
  • Used JIRA and Agile to work with the engineering teams on bugs and issues. Engaged with customers and technicians via email, phone, and website live chat.
  • Tested products for reported issues from customers and field technicians to assist engineering teams in bug identification and data gathering.
  • Simplified advanced wiring, network, setup, and system programming concepts to end users and technicians.
  • Demonstrated extreme professionalism and courtesy while working to resolve complaints, problems, or respond to questions from customers and field technicians.
  • Explained technical information in clear terms to non-technical individuals to promote a better understanding of that information.
  • Used Salesforce to create, track, and process support actions, contacts, and accounts.

IT Director & Company Partner

Green Castle Security
03.2016 - 10.2018
  • Introduced and trained the department on agile practices with Kanban and Scrum.
  • Managed all IT projects and initiatives across the company, including budgeting, planning, and tracking success factors.
  • Managed all GitHub Repositories used to store code used for testing client network and computer security.
  • Provided company-wide IT support for Windows 8/10, CentOS, RHEL 7.1-7.4, Windows Server 2012 R2, Windows Server 2016, Active Directory 2016, O365, MDM, Citrix, and Hyper-V.
  • Worked directly with customers to implement fixes to discovered security vulnerabilities.
  • Reviewed and assessed architecture design, implementation, testing and deployment needs to identify project requirements and costs.
  • Managed a team of 5 IT staff, including 2 network engineers, 2 system administrators, and 1 support technician.

Global Information Technology Director

Kalpesh Enterprise LLC
06.2018 - 09.2018
  • Provided internal users with technical support and troubleshooting for company issued hardware.
  • Implemented JIRA as the overall case tracking software within the company for both the IT and Operations departments.
  • Directed daily operations of the IT department, including analyzing workflow, establishing priorities, developing standards, and setting deadlines for projects.

Wireless Gateway Service Team Lead

Comcast
05.2017 - 06.2018
  • Managed project coordination and mediated stakeholder interactions.
  • Provided user technical support and remediation process for service issues.
  • Monitored team performance metrics and provided performance enhancement strategies.
  • Conducted quality assurance of team's customer service interactions.
  • Collaborated with HR in employee termination and hiring processes.
  • Administered custom web applications used for ticket tracking and customer information retrieval.

Computer Sales Associate

Best Buy
04.2017 - 03.2018
  • Tailored computer solutions to customer needs and resolved customer complaints.
  • Demystified complex technology concepts for non-technical customers.
  • Employed sales strategies to boost department sales.
  • Maintained a consistently high customer satisfaction rating.

Research Assistant

Lafaro Labs Robotics
08.2016 - 01.2018
  • Managed GitHub projects, access, and software revisions.
  • Created a backup GitHub repository and resolved software bugs in C#, Python, Java, and Robot C.
  • Conducted research on robotic mechanisms and systems such as Unmanned Ground Vehicles and Humanoid Robots.
  • Documented robotic application developments and modifications.

Assistant Store Manager

Van Doren Jewelers
07.2015 - 05.2017
  • Provided customer service and addressed customer complaints.
  • Handled work schedule management and timecard records.
  • Ensured store security through opening and closing procedures.
  • Managed a team of 4 sales representatives and supervised daily store operations.
  • Provided customer service and addressed customer complaints.

Education

Bachelor of Science - Completed Coursework Towards Computer Engineering

George Mason University
Fairfax, VA
05.2018

High School Diploma -

St. Mary's Ryken High School
Leonardtown, MD
08.2015

Skills

  • Microsoft Azure
  • VMWare Suite
  • Atlassian Suite
  • Linux (Ubuntu, RHEL, Fedora, And Kali)
  • Windows Server
  • Microsoft Exchange
  • Microsoft Active Directory
  • Scripting Skills
  • Technical Project Management
  • Software Development
  • Systems Engineering

Certification

  • CSM: Certified Scrum Master
  • Jira Administration for Data Center and Server
  • Managing Jira Cloud Projects
  • Jira Essentials With Agile Mindset
  • OSINT: Open Source Intelligence
  • Red Hat Certified System Administrator (RHCSA)
  • Project+ (Expected Aug 2024)
  • PMI PMP (Expected Sept 2024)

Timeline

IT Ops Manager / Sr Engineer SRE

Shield AI
07.2023 - Current

Senior IT Systems Engineer

Robert Half
10.2022 - 06.2023

Infrastructure Systems Administrator & Owner

Expanse Gaming LLC Dba Nebula IT Consulting
10.2021 - Current

Sr Technical Support Engineer & Jr Project Manager

Options Information Technology LTD
03.2020 - 08.2022

Technical Support Representative

Brivo Systems LLC
10.2018 - 02.2020

Global Information Technology Director

Kalpesh Enterprise LLC
06.2018 - 09.2018

Wireless Gateway Service Team Lead

Comcast
05.2017 - 06.2018

Computer Sales Associate

Best Buy
04.2017 - 03.2018

Research Assistant

Lafaro Labs Robotics
08.2016 - 01.2018

IT Director & Company Partner

Green Castle Security
03.2016 - 10.2018

Assistant Store Manager

Van Doren Jewelers
07.2015 - 05.2017

Bachelor of Science - Completed Coursework Towards Computer Engineering

George Mason University

High School Diploma -

St. Mary's Ryken High School

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Adam Roberts