Arout Tsadourian
Aurora,CO
Summary
Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.
Overview
11
11
years of professional experience
2
2
years of post-secondary education
2
2
Certifications
Work History
Sr System Administrator
Astor & Sanders
Denver , Colorado
2023.08 - Current
- Collaborated with cross-functional teams to design and deploy tailored IT solutions, aligning with organizational goals.
- Generated detailed reports on network performance, system uptime, and downtime issues.
- Planned and executed system hardware and software upgrades, ensuring minimal disruption.
- Developed, tested, and implemented installations and updates for file, print, and application servers.
- Provisioned new software and hardware, adhering to established security policies and protocols.
- Installed critical security patches and functionality updates to safeguard systems against intrusion and ensure reliability.
- Established and maintained disaster recovery plans to guarantee rapid restoration of critical services during emergencies.
- Minimized downtime through proactive system monitoring and prompt issue resolution.
- Provided knowledgeable support, resolving issues and escalating complex problems when necessary.
- Managed vendor relationships for hardware and software procurement, negotiating favorable terms and driving cost savings.
- Enhanced network performance by optimizing system configurations and regularly implementing updates.
- Implemented robust data backup solutions to ensure business continuity in the event of data loss or system failure.
- Led continuous improvement initiatives that streamlined workflows and increased IT department efficiency.
- Maintained a flexible schedule to respond to after-hours and weekend emergencies.
- Developed comprehensive documentation for IT systems and procedures, facilitating efficient knowledge transfer within the team.
- Streamlined IT processes by automating routine tasks, improving efficiency.
- Standardized server configurations to enable easier management across multiple locations.
IT TEAM Lead
U.S. Geological Survey/Astor & Sanders
Denver , CO
7 2016 - 2023.08
- Conducted research and analysis to identify hardware and software solutions that improved performance, recommending their adoption.
- Proactively resolved project issues to prevent delays, ensuring timely completion of tasks.
- Identified operational challenges, developed strategies to address them, and implemented changes to enhance efficiency.
- Developed and implemented effective training programs for new hires and teams, ensuring smooth onboarding and high performance.
- Led and coordinated first- and second-level support, managing a high-volume help desk operation while delivering excellent customer service.
- Standardized the enterprise service environment by applying ITIL best practices, streamlining critical processes and enabling the swift onboarding of new services.
- Played a key role in extending a contract by recruiting and training new Tier 1 staff, contributing to team growth and continuity.
System Administrator
U.S. Geological Survey/Astor & Sanders
Denver , CO
2015.12 - 2016.07
- Ensured optimal performance and reliability by installing, configuring, and maintaining Microsoft Windows servers and virtual environments.
- Analyzed, troubleshot, and resolved hardware, software, and network issues to minimize downtime and ensure seamless operations.
- Maintained up-to-date network and system configurations to ensure efficient system administration and reduce potential issues.
- Performed server remediation on both production and non-production systems to address vulnerabilities and prevent future problems.
- Executed system restoration and disaster recovery processes, regularly testing redundant systems to ensure business continuity.
- Updated and managed all system documentation, maintaining an accurate inventory of Service Desk systems.
- Maintained detailed records of system modifications to promote knowledge sharing and collaboration within the team.
Tier 1 Technical Support Technician
U.S. Geological Survey/Astor & Sanders
Denver , Colorado
2013.08 - 2015.12
- Enhanced customer satisfaction by efficiently diagnosing and resolving technical issues, minimizing client downtime.
- Provided expert technical support for hardware, software, and network problems in both Windows and Mac environments.
- Extensively used the Remedy ticketing system to log, track, and prioritize support requests, reducing resolution times.
- Built a solid reputation for resolving complex issues and delivering exceptional customer service.
- Boosted team productivity by managing multiple projects simultaneously and maintaining an organized work environment.
- Utilized advanced diagnostic tools to accurately identify and address root causes of technical problems.
- Handled high-pressure situations with professionalism, fostering client trust and loyalty.
- Reduced call wait times by prioritizing and delegating incoming support requests effectively.
- Managed high call volumes and provided timely technical assistance via phone and in-person.
- Trained and mentored new technicians on troubleshooting techniques and best practices, enhancing overall team performance.
Education
Applied Science Health Information Technology -
College of Southern Nevada
Las Vegas, NV 2010.05 - 2012.05
Skills
System Architecture
Network Infrastructure
(AWS) Amazon Web Services
Cloud Computing
vSphere
Attention to Detail
Customer Support
Technical Expertise
Adaptability
Problem Solving
ITIL Framework
Certification
ITIL 4 Foundation, 02/11/21
Timeline
Sr System Administrator
Astor & Sanders
2023.08 - Current
System Administrator
U.S. Geological Survey/Astor & Sanders
2015.12 - 2016.07
Tier 1 Technical Support Technician
U.S. Geological Survey/Astor & Sanders
2013.08 - 2015.12
Applied Science Health Information Technology -
College of Southern Nevada
2010.05 - 2012.05
IT TEAM Lead
U.S. Geological Survey/Astor & Sanders
7 2016 - 2023.08
ITIL 4 Foundation, 02/11/21
HDI Team Lead, 05/04/22
Similar Profiles
Sanjana SrivastavaSanjana Srivastava
Data Analyst at Astor & SandersData Analyst at Astor & Sanders
Dylan SandersDylan Sanders
Carpenter/ Co. Owner at Sanders And SandersCarpenter/ Co. Owner at Sanders And Sanders
Arnelle ShallowArnelle Shallow
Care Manager at Astor Services For Children And FamiliesCare Manager at Astor Services For Children And Families