Aldane Newland
Kingston,Jamaica
Summary
Accomplished professional with expertise in monitoring and troubleshooting system performance, resolving technical issues, and configuring hardware and software. Skilled in system automation and scripting, delivering exceptional user support and training. Demonstrated success managing diverse IT projects as a seasoned System Administrator for 9 years. Adheres to best practices and industry standards. Proven track record of going above and beyond requirements with career achievements in large-scale software deployments, network buildouts, and data security.
Overview
12
12
years of professional experience
Work History
Sr .SYSTEM ADMINISTRATOR
Transparent BPO
05.2024 - Current
- As a senior system administrator at Transparent BPO, I manage a team based in Belize and the Philippines
- Core responsibilities include: team management and leadership; active directory management; software deployment and configuration; security hardening and compliance; and license and user access management. Support for Statistical Analysis
- My role combines technical expertise with leadership to maintain system reliability, streamline IT processes, and ensure secure access control across our locations, supporting Transparent BPO's IT goals globally.
- Analyzed complex project server issues and worked on large enterprise and business-critical applications.
- Devised scripts and automation tools to improve system efficiency.
- Planned and implemented upgrades to system hardware and software.
- Evaluated software products to determine compatibility with existing systems.
- Performed network security design and integration duties.
- Standardized job tasks and trained junior team members on industry best practices and standards.
SYSTEM ADMINISTRATOR
Transparent BPO
04.2023 - 05.2024
- Analyzed user-reported system availability issues, swiftly identifying root causes and implementing solutions using advanced monitoring tools
- Automated daily system checks with Python scripts to enhance monitoring capabilities significantly
- Monitored server performance metrics to identify any potential bottlenecks or threats
- Integrated script-based automations through PowerShell, refining system administration processes and expediting daily operational tasks by 30%
- Addressed connectivity issues using diagnostic tools and adjusted network device configurations
- Configured Windows Server systems using best practices for DNS, DHCP, Active Directory, Group Policies, WSUS, and Hyper-V to optimize infrastructure performance
- Executed installation protocols for essential hardware, optimizing deployment according to best practices
- Enhanced system scalability and fault tolerance by deploying and managing virtualization solutions
- Analyzed trends in emerging tech in collaboration with IT teams, enhancing the company's technological footing.
IT TECHNICIAN
Transparent BPO
05.2022 - 04.2023
- Provided technical support to clients by phone, email, and in-person, troubleshooting hardware and software issues for both Mac and Windows devices
- Configured and maintained the company's network infrastructure, including switches, routers, and firewalls
- Managed Active Directory and Exchange Server, creating and managing user accounts, resetting passwords, and troubleshooting email issues
- Implemented security measures, including antivirus and firewall software, to protect against malware and other threats
- Assisted with the procurement and setup of new hardware and software
- Provided technical support to employees, troubleshooting hardware and software issues for both Mac and Windows devices
- Assisted with the deployment and management of the company's computer and software inventory
- Conducted user training sessions on new software and hardware.
- Managed system-wide operating system and software deployments as well as related software upgrade problems.
CONDUENT PROJECT MANAGER/IT LIAISON
Humana
05.2020 - 05.2022
- Acts as the liaison between operations and client middle-management to ensure protocols are being followed
- Drives special projects for the corporate, business unit, operational, or client initiatives
- Manage inventory for all the different business units in Port More and the Kingston location
- Liaison with the procurement teams to have equipment purchased and also have a 10% buffer just in case
- Getting systems approved for WFH (Work from Home) with customs for the different business units
- Organizing for system returns for repairs or replacements
- Troubleshooting and doing remote installations for different business units
- Repairing, updating and upgrading of computers
- Getting each floor configured for new business before the deadlines approached
- Preparing project updates and doing presentations
- Organizes interdepartmental activities and ensures the completion of the project schedule
- Developed detailed work breakdown structures and identified critical path activities
- Organized and led kickoff and status meetings to communicate project expectations prior to project execution.
- Met project deadlines without sacrificing build quality or workplace safety.
CONDUENT HEALTH CARE SUPERVISOR
Humana
01.2019 - 05.2020
- Handling the daily operations of my team
- They make sure correct procedures are followed and routinely give directions to their staff on what to do and how to improve
- When an employee needs help dealing with customer concern
- Responding to customer concerns can be challenging or monotonous at times
- I was overseeing 25 agents on a daily basis to making KPI's having coaching sessions
- Evaluating performance and also providing feedback.
SERVICES TECHNICAL SUPPORT SUPERVISOR
Xerox Business
01.2015 - 01.2019
- I am in charge of the management of 30 agents
- Creating shifts and completing weekly reports on their individual performance
- I have weekly client meetings to report on the performance on the time and improving communications with our backend time and front line agents
- Used the Econtact Repairing - I am responsible for creating tickets for all of the Jamaica and Canada sites when different issues occur.
TECHNICAL SUPPORT AGENT -VOICE AGENT AND LIVE CHAT AGENT
Xerox Business Services
09.2012 - 01.2015
- Deliver service and support to end-users using and operating automated call distribution phone software and live chat application
- Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services
- Diagnose and resolve technical hardware and software issues
- During most of this period, I was in charge of completing and coaching different agents on Customer Satisfaction for over a year
- I was also a junior team lead for my team.
Education
ASSOCIATE IN SCIENCE (A.S.) IN COMPUTER SCIENCE CANDIDATE - Information And Computer Systems
University Of The People
Florahome, FL12.2024
CARIBBEAN SECONDARY EDUCATION - undefined
Old Habour High School
Old Harbour, St. Catherine01.2012
Skills
- TCP/IP Networking: Gained extensive in-depth knowledge of TCP and network configuration
- Competent In Microsoft Suite: Create Presentations in Microsoft PowerPoint
- Upgrading and repairing PCs: Installing and Configuring System Hardware
- Proficient in Mac and Windows operating systems
- Experience with Active Directory and Exchange Server
- Excellent problem-solving and analytical skills
- Computer/Technical Literacy
- Interpersonal Abilities
- Communications Skills (listening, verbal, written)
- Networking and Repairs: Intermediate knowledge of Switching
- Knowledge and ability to use computers and related technology efficiently, with a range of skills covering levels from elementary use to programming and problem solving
- Proven relationship-builder with unsurpassed interpersonal skills
- Exceptional listener and communicator who effectively conveys information verbally and in writing
- Intermediate knowledge of Routers and Routing Protocols
- Create Tables, Reports and Queries using Microsoft Access
- Develop Spreadsheet and Forms using Microsoft Excel
- Maintaining and managing system software
- Skills: Strong knowledge of networking technologies, including TCP/IP, DNS, DHCP, and VLANs
- Familiarity with cloud computing platforms such as AWS and Azure
- Strong communication and customer service skills
- System updates
- Server maintenance
- System monitoring
- End point configurations
Timeline
Sr .SYSTEM ADMINISTRATOR
Transparent BPO
05.2024 - Current
SYSTEM ADMINISTRATOR
Transparent BPO
04.2023 - 05.2024
IT TECHNICIAN
Transparent BPO
05.2022 - 04.2023
CONDUENT PROJECT MANAGER/IT LIAISON
Humana
05.2020 - 05.2022
CONDUENT HEALTH CARE SUPERVISOR
Humana
01.2019 - 05.2020
SERVICES TECHNICAL SUPPORT SUPERVISOR
Xerox Business
01.2015 - 01.2019
TECHNICAL SUPPORT AGENT -VOICE AGENT AND LIVE CHAT AGENT
Xerox Business Services
09.2012 - 01.2015
CARIBBEAN SECONDARY EDUCATION - undefined
Old Habour High School
ASSOCIATE IN SCIENCE (A.S.) IN COMPUTER SCIENCE CANDIDATE - Information And Computer Systems
University Of The People
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