AUGUSTINE RAZO
Goldsboro,NC
Summary
An IT professional prepared for this role with proven track record in infrastructure analysis and system optimization. Known for collaborative team efforts and delivering high-impact results in dynamic environments. Effective in network management, server maintenance, and adapting to evolving technical demands. Recognized for reliability and problem-solving skills.
Overview
23
23
years of professional experience
Work History
Infrastructure Analyst
Truist
Raleigh, NC
01.2018 - Current
- Maintained a multi-domain enterprise environment of 17,500+ Windows servers across Production, DR, and Test environments, sustaining 99.9% uptime.
- Supported, upgraded, and administered Active Directory, Entra ID, and Intune across all environments.
- Developed PowerShell automation for server configuration, data gathering, and QA, reducing project timelines by 50%.
- Automated migration of terabytes of user data from legacy storage to NAS systems, achieving 100% project completion.
- Led server retirement and decommissioning efforts, validating EOL systems and ensuring secure removal from the network.
- Served as SME for institutional knowledge, providing technical and procedural guidance across multiple teams.
- Represented Windows Operations during the Asset Hardening Initiative, ensuring compliance with federal banking regulations.
- Collaborated with SCCM and Capacity Planning teams to ensure patch compliance and optimize server performance.
- Investigated and resolved failed patches, performance issues, and production-impacting incidents with rapid restoration of service.
- Vetted servers for production readiness and maintained secure data access across servers and NAS environments.
- Led cross-functional troubleshooting with Lines of Business and vendors, delivering root cause analysis and long-term fixes.
- Analyzed infrastructure performance to identify areas for improvement and optimize system reliability.
- Collaborated with cross-functional teams to implement technology solutions that enhance operational efficiency.
- Developed and maintained documentation for infrastructure processes, ensuring accuracy and compliance with regulatory standards.
- Led initiatives to upgrade network systems, resulting in increased security and reduced downtime.
- Mentored junior analysts, fostering skill development and promoting best practices within the team.
- Evaluated emerging technologies to recommend strategic enhancements for infrastructure capabilities.
- Streamlined incident management processes, improving response times and user satisfaction ratings.
- Conducted risk assessments to identify vulnerabilities within infrastructure systems, driving proactive mitigation strategies.
- Conducted capacity planning exercises to anticipate future growth and maintain optimal system performance levels.
- Managed virtual server environments using hypervisor technology for efficient utilization of resources.
- Designed storage strategies tailored specifically for each business unit''s unique needs within budget constraints.
- Maintained high availability of critical systems through regular maintenance and disaster recovery planning.
- Enhanced system performance by implementing infrastructure upgrades and optimizations.
- Participated in business continuity planning efforts, ensuring seamless failover capabilities during unplanned events.
- Contributed to the development of IT policies and procedures that promoted standardization across the organization''s infrastructure landscape.
- Trained junior team members on best practices in infrastructure management, boosting their knowledge base while increasing overall team productivity.
- Collaborated with cross-functional teams to design, develop, and implement scalable infrastructure solutions.
- Collaborated with vendors to troubleshoot hardware failures, resulting in minimal impact on operations.
- Implemented network monitoring tools for proactive identification of potential bottlenecks or outages.
- Administered cloud-based infrastructure deployments for increased scalability and flexibility.
- Streamlined IT processes for increased efficiency with automation tools and scripting.
- Improved overall security posture by conducting vulnerability assessments and implementing necessary patches.
- Tested backup strategies regularly, validating data integrity while maintaining compliance with industry standards.
- Reduced downtime by proactively monitoring and troubleshooting network issues.
- Optimized resource allocation by analyzing usage trends and recommending appropriate hardware upgrades or replacements.
- Assisted in the evaluation and selection of new technologies to meet evolving business requirements.
- Provided technical support to end-users, addressing complex issues and ensuring timely resolution.
- Developed documentation for system configurations, procedures, and best practices to ensure consistent application across the organization.
- Collaborated with IT department to develop infrastructure build-out strategy and outline project scope.
- Monitored system health and resolved technical issues to ensure uptime.
Network Control Support Specialist / Team Lead
BB&T (Now Truist)
Wilson, NC
01.2012 - 01.2018
- Provided enterprise-level support for 36,000+ employees, resolving hardware, software, networking, and application issues.
- Created ServiceNow dashboards and reporting for leadership, contributing to 96% SLA compliance.
- Served as SME and primary escalation point for technical and operational issues, including ATM hardware/software support.
- Led Tier II support operations and mentored Level I analysts.
- Managed ServiceNow, Remote Support, and Windows Incident queues to ensure resolution within a 24-hour SLA.
- Supported mobile devices (Apple/Android) using MobileIron and other enterprise tools.
- Provided RSA token support, information security guidance, and printer SME support across the organization.
- Participated in major initiatives including Windows XP → Windows 7 migration and process improvement projects.
- Represented NCHD on project calls, delivering impact analysis, training, and operational readiness planning.
- Interviewed, hired, and trained new associates and team leads.
- Provided technical support for banking applications, enhancing user experience and satisfaction.
- Resolved customer inquiries efficiently, ensuring accurate and timely responses to maintain service excellence.
- Collaborated with cross-functional teams to streamline processes, improving overall operational efficiency.
- Trained new staff on system navigation and troubleshooting techniques, fostering a knowledgeable support team.
- Analyzed customer feedback to identify trends, implementing solutions that improved service delivery outcomes.
- Led initiatives to enhance support documentation, increasing accessibility and reducing resolution times for issues.
- Mentored junior team members, promoting professional development and ensuring high standards in service delivery.
- Developed training materials for software upgrades, facilitating smooth transitions and minimizing disruptions in service.
- Maintained detailed documentation of support interactions, ensuring valuable insights are preserved for future reference and analysis.
- Acted as a liaison between clients and development teams, ensuring timely communication during critical incidents.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Tracked and documented customer interactions in customer relationship management system to maintain accurate records.
- Optimized internal workflows to expedite incident escalations, leading to faster problem-solving efforts from specialized teams.
- Managed high-priority tickets with professionalism, ensuring timely resolutions while maintaining excellent rapport with clients.
- Mentored junior team members in mastering complex technical concepts, bolstering the overall capabilities of the support unit.
- Enhanced user experience by providing comprehensive troubleshooting guidance for various software and hardware systems.
- Improved customer satisfaction by addressing and resolving technical issues swiftly and efficiently.
- Utilized ticketing system to track customer requests and prioritize urgent needs.
- Delivered exceptional remote support services by leveraging advanced diagnostic tools and methodologies.
- Collaborated with cross-functional teams to develop and implement effective support strategies.
- Optimized use of support tools and resources to reduce waste and increase productivity.
- Conducted regular follow-ups with customers to ensure their issues were fully resolved and to gather feedback for service improvement.
- Acted as liaison between support team and other departments to ensure unified approach to customer satisfaction.
- Played key role in achieving industry-leading customer service ratings by consistently delivering beyond expectations.
- Developed and maintained knowledge base to assist in faster resolution of common issues.
- Facilitated smooth software migrations for customers, ensuring minimal disruption and high satisfaction.
- Improved customer retention with empathetic and efficient handling of support cases.
- Collaborated with development team to report bugs and suggest improvements, leading to more reliable software releases.
- Streamlined internal processes for quicker issue resolution, leading to reduction in average response time.
- Enhanced security measures by identifying and mitigating potential threats, safeguarding user data and trust.
- Led workshops for users on new features and best practices, increasing customer engagement and product utilization.
- Trained new team members on support protocols and tools, enhancing team efficiency and service quality.
- Resolved complex customer issues, ensuring high satisfaction rates with personalized support solutions.
- Provided detailed reports on support activities and outcomes, enabling strategic improvements in service delivery.
- Improved team morale and cohesion by initiating regular team-building activities and feedback sessions.
- Enhanced team productivity by implementing new ticketing system to streamline support requests.
- Simplified user guides and FAQ sections, making it easier for customers to find solutions independently.
- Contributed to development of customer feedback system to better understand user needs and expectations.
- Reduced downtime by proactively identifying and addressing system vulnerabilities before they impacted users.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Created user accounts and assigned permissions.
- Offered assistance in implementing and developing training programs.
- Generated reports to track performance and analyze trends.
- Installed and configured operating systems and applications.
- Diagnosed and troubleshot hardware, software and network issues.
- Tested new software and hardware prior to deployment.
- Configured hardware, devices, and software to set up work stations for employees.
- Researched and identified solutions to technical problems.
- Monitored system performance to identify potential issues.
- Configured and tested new software and hardware.
- Trained new staff on software tools, fostering a knowledgeable support team environment.
- Provided technical support for clients, resolving issues efficiently and enhancing user experience.
Client/Network Systems Administrator
United States Air Force
01.2003 - 01.2012
- Delivered IT support for 6,000+ users, ensuring operational readiness across hardware, software, and network systems.
- Configured and deployed updates using SCCM; led team recognized as Inspector General’s Superior Team for security compliance.
- Supported migrations across multiple Windows desktop and server OS versions.
- Repaired and replaced critical hardware components including printers, NICs, memory, and drives.
- Managed user, organizational, email, and security group accounts to ensure proper access control.
- Processed and tracked support tickets using Remedy.
- Engineered virtual support database workstations servicing 5,000+ devices, reducing customer wait times.
- Authored 24/7 self-help documentation, reducing support call volume.
- Created and deployed standard OS images for 5,000+ desktops and servers across eight units.
- Implemented Cisco VPN access using CAC authentication for remote leadership operations.
- Led deployment/testing for the Windows 7 migration of 5,000+ systems.
- Accountable for over $500,000 in government IT equipment.
- Maintained IIS, Windows Server, SQL databases, and network/storage backups.
- Managed network configurations and maintained system integrity across multiple platforms.
- Implemented security protocols to safeguard sensitive information from unauthorized access.
- Developed and executed backup strategies to ensure data recovery and continuity of operations.
- Collaborated with cross-functional teams to enhance network performance and reliability.
- Provided technical support for hardware and software issues, improving user satisfaction rates.
- Conducted regular system audits to identify vulnerabilities and optimize network efficiency.
- Trained junior staff on best practices in network administration and troubleshooting techniques.
- Led initiatives to upgrade legacy systems, ensuring compliance with current standards and regulations.
- Conducted comprehensive system audits on regular basis.
- Managed development of system protocols to deliver complete and persistent data set.
- Comprehensively maintained stability of essential data backups on nightly basis.
- Mentored junior team members on best practices for network administration, contributing to overall knowledge sharing within the IT department.
- Reduced downtime by proactively identifying potential vulnerabilities and addressing them before they escalated.
- Implemented remote access solutions that allowed employees greater flexibility in working off-site without compromising data security or operational efficiency.
- Provided exceptional end-user support by resolving technical issues quickly and efficiently.
- Installed, configured and supported local area network (LAN), wide area network (WAN) and Internet system.
- Performed day-to-day LAN and WAN administration, maintenance, and support.
- Installed and configured network printers and other peripheral devices.
- Diagnosed and resolved hardware and software issues.
- Planned and implemented upgrades to system hardware and software.
- Maintained flexible schedule and responded to after-hours and weekend emergencies.
Education
Bachelor of Science - Information Technology Management
American Military University
Charles Town, WVAssociate of Science - Information Systems Technology
Community College of The Air Force
Maxwell AFB, ALProfessional Leadership Development -
United States Air Force Airman Leadership Course
Seymour Johnson AFB, NCSkills
- Windows Server (2008–2025)
- Active Directory
- Entra ID
- Intune
- VMware ESX/vSphere
- Microsoft Azure
- SCCM
- PowerShell Automation
- Patch & Vulnerability Management
- Server Lifecycle Management
- NAS/Data Migration
- Incident Response
- Root Cause Analysis
- ITIL/ServiceNow
- Team Leadership
- Training & Mentorship
- Cross-Functional Collaboration
- Cloud computing expertise
- Change management techniques
- Operating systems administration
- Server hardware configuration
- Hardware troubleshooting
- Incident management
- Performance improvements
- Teamwork and collaboration
- Reliability
Timeline
Infrastructure Analyst
Truist
01.2018 - Current
Network Control Support Specialist / Team Lead
BB&T (Now Truist)
01.2012 - 01.2018
Client/Network Systems Administrator
United States Air Force
01.2003 - 01.2012
Bachelor of Science - Information Technology Management
American Military University
Associate of Science - Information Systems Technology
Community College of The Air Force
Professional Leadership Development -
United States Air Force Airman Leadership Course
Honors and Awards
BB&T Olympian, Distinguished honor recognizing top performing associates who delivered exceptional client service and demonstrated outstanding operational performance across the company’s community banking and support divisions, BB&T Model Associate, Monthly recognition Award as the top-performing associate for consistently delivering exceptional client experiences and upholding BB&T’s performance standards, Noncommissioned Officer (NCO) of the Quarter, Competitive, prestigious award recognizing outstanding Air Force NCOs for exceptional leadership, professionalism, and superior mission performance., Airman of the Quarter, Selective award distinguishing top Air Force junior enlisted personnel for exceptional duty performance, leadership, and service to the community.