DeAndra Davis
COLUMBUS,Georgia
Summary
Meticulous System Administrator with experience in general system and server administration. Proven skill in quickly and effectively remedying issues to bring servers back to functionality after crashes. Strong communication and interpersonal skills to explain technical concepts to non-technical audiences.
Overview
9
9
years of professional experience
1
1
Certification
Work History
System Administrator
IBM
06.2024 - Current
- Maintained a high level of customer satisfaction by providing rapid, accurate response to inquiries and concerns regarding system performance or functionality.
- Maintained a personal chargeable utilization attainment of 100%
- Maintained a secure technology environment through regular system updates, patching vulnerabilities, and overseeing access controls for users across all systems.
- Diagnosed and resolved complex technical issues through in-depth analysis, facilitating uninterrupted business operations.
- Utilized container orchestration platforms such as Kubernetes or Docker Swarm to deploy, manage, and scale developed services efficiently across multiple environments.
- Reduced downtime by proactively identifying and resolving potential issues through thorough system monitoring tools.
- Managed on-boarding and off-boarding of employees.
Technical Support Representative
IBM
11.2021 - 06.2024
- Provided comprehensive support for various operating systems, including Windows, macOS, and Linux.
- Maintained Customer Satisfaction of 95% for 3 years.
- Managed group policies effectively, ensuring consistent configurations across all systems within the organization.
- Completed routine and complex software installations, assisting users of various levels of computer sophistication in operation of new and existing software
- Assisted end users with software installation, configuration, and troubleshooting.
- Maximized user productivity through remote support sessions that identified, diagnosed, and resolved issues without requiring onsite assistance.
- Conducted regular training sessions to educate end-users on best practices related to account management and security protocols.
L1 Support Representative
Eye Care Leaders
05.2021 - 11.2021
- Supported Windows desktop and Windows Server operating systems
- Managed users and groups using Active Directory Services
- Supported day-to-day operations, monitoring and resolving client/server and storage issues
- Built and maintained internal knowledge articles for products within internal knowledge base system.
- Created 3 new end-user articles for legacy systems used in the technology environment
Customer Care Representative III
Anthem Inc.
05.2017 - 05.2021
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Utilized CRM systems to accurately track customer interactions and update account information.
- Collaborated with cross-functional teams to resolve complex customer issues in timely manner.
- Maintained an Net Promoter Score of over 90% during career.
Field Systems Technician
H&R Block
02.2017 - 11.2017
- Provided technical support to over 20 office locations across Georgia and Alabama
- Coordinated with Lead Field Systems Technician and executed upgrade of all district workstations to thin clients
- Reduced downtime at client sites by performing regular maintenance checks and preemptive repairs.
Education
Bachelor of Science - Information Technology
Columbus State University
Columbus, GA2019
Associate of Science - General Science
Chattahoochee Valley Community College
Phenix City, AL2014
Skills
- Virtualization expertise: Hyper-V, vSphere
- Cross-platform system administration
- Incident response management
- Experience with monitoring tools
- Kubernetes cluster administration
- Cloud computing expertise
- Network issue resolution
- Comprehensive server oversight
- MSP Experience
- Experience with Nagios monitoring tools
- Employee onboarding
- Firewall management expertise
Languages
Spanish
Limited Working
Certification
- AWS Certified Cloud Practitioner, Amazon Web Services - Oct 2024 - October 2027
Timeline
System Administrator
IBM
06.2024 - Current
Technical Support Representative
IBM
11.2021 - 06.2024
L1 Support Representative
Eye Care Leaders
05.2021 - 11.2021
Customer Care Representative III
Anthem Inc.
05.2017 - 05.2021
Field Systems Technician
H&R Block
02.2017 - 11.2017
Bachelor of Science - Information Technology
Columbus State University
Associate of Science - General Science
Chattahoochee Valley Community College