System Administrator
Ben Wallace
ComputaCenter Expert Services
Aubrey,TX
1
Certification
16
years of professional experience
Information technology professional focused on improving system stability and customer satisfaction. Expertise in monitoring and troubleshooting virtualized environments to restore service quickly. Clear communication with technical and non-technical stakeholders to support incident resolution.
Work History
NOC Analyst / Engineer / Systems Administrator
6 Years 4 Months- Monitored enterprise systems and responded to alerts in storage, backup, and virtualized environments to ensure system stability.
- Ensured reliability of storage and virtual systems by performing updates and maintenance.
- Modified configurations and setups for various systems to optimize performance and align with customer needs.
- Utilized technical support options to troubleshoot and resolve issues in customer environments.
- Created, updated, and resolved tickets, requests, and changes using ServiceNow.
- Communicated with customers regarding alerts and resolution processes, enhancing understanding and satisfaction.
- Assisted customers in upgrading and maintaining their hardware to ensure optimal performance.
- Audited devices and advised customers on upgrades and service limits.
Technical Service Representative
3 Years 5 Months- Provided support for client computers and services on the company network.
- Troubleshot and resolved client issues over the phone, enhancing user satisfaction and minimizing downtime.
- Provided remote assistance to clients in the field to assist with troubleshooting issues.
- Assisted users with iPad, laptop (Windows and Mac), desktop, and mobile phone functionality by resolving technical problems efficiently.
- Facilitated escalation of issues between end users and resolver teams to ensure timely resolution.
- Modified account access by changing user status and passwords for security through Active Directory.
- Experience with: ServiceNow ticketing system, Microsoft Office 2007-2016, Internet Explorer, Google Chrome, Active Directory, Windows 7, Windows 10, and all versions of iOS.
Technical Service Representative
10 Months- Delivered remote assistance to clients in the field, effectively troubleshooting and resolving technical issues.
- Troubleshot and resolved issues over the phone for the client.
- Managed user access by changing account statuses and resetting passwords in Active Directory, and by enhancing security protocols.
- Supported client computers and services on company network; ensuring seamless operations.
Premise Technician
4 Years 6 Months- Installed and maintained mixed network systems, including fiber optic, Cat 5e, coaxial, and wireless connections, to support reliable service.
- Troubleshot phone, internet, and TV service issues to improve customer satisfaction.
- Worked with customers and management to resolve concerns and improve service delivery.
- Maintained and repaired fiber optic network terminals to ensure proper functionality. and standard copper terminals.
- Completed 2 months of training in installation and maintenance of U-verse services.
Customer Service Agent
10 Months- Managed customer calls and provided technical support to resolve issues efficiently.
- Guided customers through training and troubleshooting for DSL service to ensure satisfaction.
- Gained expertise in DSL support techniques to enhance customer service quality.
- Completed forms and sent replacement equipment or field technicians.
Education
Information Technology Program
Earned six industry certifications including CompTIA A+, Network+, Security+, and MTA fundamentals.
Skills
Storage & Backup: Rubrik RSC
Pure Flash Storage
Dell EMC DataDomain/PowerProtect
VMAX/PowerMax
Unity/PowerStore
XtremIO
VNX
Networker
VMWare & Nutanix
Virtualization management
Systems monitoring
Technical support
Remote assistance
Configuration management
System administration
Hardware & Networking: HP/Dell/Mitac/SMC/Lenovo rack servers
Brocade and MDS switches
Active Directory
Document Management
Hardware diagnostics
Hardware troubleshooting
Hardware replacement
Data backup
Windows & Mac OS
Microsoft Office: Excel
Word
Outlook
PowerPoint
Programming & Tools: Scripting Languages
ServiceNow
Troubleshooting skills
Problem solving
Vendor coordination
Equipment maintenance
Team collaboration
Certification
CompTIA A+, CompTIA Network+, CompTIA Security+, MTA Networking Fundamentals, MTA Windows Operating System Fundamentals, MTA Security Fundamentals
Timeline
NOC Analyst / Engineer / Systems Administrator
ComputaCenter Expert Services
05.2020 - 09.2026Read More
Technical Service Representative
ComputaCenter
12.2016 - 05.2020Read More
Technical Service Representative
CompuCom
01.2016 - 11.2016Read More
Premise Technician
AT&T
07.2011 - 01.2016Read More
Customer Service Agent
TeleNetwork
09.2010 - 07.2011Read More
My Computer Career
Information Technology Program
Read More