Dereck Cramm
Decatur,IL
Summary
Seasoned IT leader with extensive experience at Riverside Research Institute, specializing in technical architecture and containerization technologies. Successfully migrated applications to AWS GovCloud, resulting in improved IT service delivery and project outcomes. Strong leadership and problem-solving abilities have led to an 80% reduction in helpdesk calls, showcasing a commitment to operational excellence. Career aspirations include further driving innovation in IT solutions.
Overview
28
28
years of professional experience
1
1
Certification
Work History
IT Service Desk Manager
Riverside Research Institute
Decatur, IL
04.2023 - Current
- Directed Service Desk agents across four facilities in Manhattan, NY; Fairfax, VA; Beavercreek, OH; Fairborn, OH.
- Created IT support matrix document to help Service Desk agents assign tickets.
- Revamped end user self-service site to categorize ticket types and implement a search bar for knowledge base.
- Directed the management of multiple ticket types including incidents, service requests, and changes.
- Assessed current processes and suggested enhancements.
- Provided company users with tech support for IT problems and account maintenance.
- Handled customer complaints and resolved issues promptly to maintain positive relationships.
DevOps / System Engineer
Riverside Research Institute
Champaign, IL
08.2019 - Current
- Migrated complete application stack to AWS GovCloud.
- Successfully established and configured all underlying components, including virtual networks, security groups, virtual hosts, and VPNs.
- Constructed a Kubernetes cluster with 3 Control Plane and 4 Worker Node virtual servers.
- Executed Agile methodologies by participating in Sprint Planning meetings.
- Set up a private container registry using Harbor, incorporating Trivy for vulnerability scanning.
- Executed DISA STIG checklists and conducted SCAP scans on infrastructure.
- Performed code builds with Maven
- Participated in accreditation-focused credential scans and security assessments.
- Coordinated setup/installation of applications in secured environments with off-site IT members.
- This involved constant collaboration to address schedules, installation questions, testing, and resolving any issues
- Engineered VMware 6.5 infrastructure migration alongside Windows Server 2016 upgrade.
- Actively monitor and review alerts for services
IT Manager
ACC Electronix
Bloomington, IL
07.2018 - 08.2019
- Support company operations and strategic plans by architecting and maintaining a robust information systems environment
- Develop and manage vendor contracts and relationships
- Plan, design, and deploy migration to new ERP solution
- Provide leadership and support for all IT Services and Systems
- Review and recommend IT roadmap for future
- Responsible for annual IT budget
- Built and supported a Hyper-V server for migration of physical servers to virtual servers
- Built a Linux Cent-OS virtual server and migrated an internal website for hosting documentation, instructions, and parts listing
- Leveraged a Docker container application that could run on a Raspberry Pi for digital signage that displayed presentations, video, and weather to televisions in breakroom and main entrance
Systems Administrator - Contractor
Apex Systems
Bloomington, IL
11.2015 - 05.2018
- Citrix Technologies Subject Matter Expert
- Architected new Citrix XenDesktop 7.15 LTSR environment for Epic Upgrade
- Proactively decommissioned 32 Citrix servers from the XenApp 4.5/5.0 environment
- Actively resolve daily support issues pertaining to Citrix infrastructure at client's location
- Migrating Epic 2017 application from XenApp 6.5 to XenDesktop 7.15 LTSR CU2
- Migrating Citrix published applications from XenApp 6.5 farm to XenApp/XenDesktop 7.15 LTSR farm
- Upgraded Citrix License server and monitor license usage
- Level 3 support and monitoring of Citrix infrastructure consisting of 4000+ license and 220 servers
- Added 2 additional PVS servers and upgraded the PVS servers and target images from version 6.1 to 7.15 LTSR to leverage the cache in device RAM with overflow Disk
- Assisted the network team with load balancing of Storefront servers, and configuration of NetScaler Gateway on 8200 series appliances running version 10.5
- Implementing Citrix AppLayering 4.10 infrastructure to enhance gold image update processes
- Implemented Citrix ShareFile with On-Prem Storage Controllers with High-Availability for file sharing with Vendors, Customers, and Clients
- Systems Operations tasks in Microsoft Azure
IT Applications Infrastructure Manager I
Archer Daniels Midland (ADM)
Decatur, IL
02.2015 - 11.2015
- Manage a staff of 6 direct reports that monitor and maintain Microsoft Exchange 2010 & 2013, Microsoft Lync 2013, Microsoft SharePoint 2010, Citrix XenApp, Citrix XenDesktop, Citrix NetScaler, Citrix XenMobile, and multiple key applications
- Actively submit AFE requests for maintenance and support renewals
- Actively manage resource allocation to project portfolios
Systems Analyst III
Archer Daniels Midland (ADM)
Decatur, IL
01.2013 - 02.2015
- Citrix Technologies Subject Matter Expert
- Successfully migrated key business application to new Citrix XenApp server farm while reducing logon times
- Proactively replaced ageing Citrix Access Gateway appliance with High Availability NetScaler appliances
- Eagerly implementing Citrix XenMobile POC infrastructure for Mobile Device Management and BYOD
- Actively resolve daily support issues pertaining to printers, thin clients, and assigned applications
Systems Analyst II
Archer Daniels Midland (ADM)
Decatur, IL
01.2011 - 12.2012
- Successfully resolved application performance issues that increased uptime
- Actively resolved corrupt user profile issues and reduced helpdesk related calls by 80%
- Willingly provided support for Citrix infrastructure and published applications
Systems Engineer
Tate & Lyle
Decatur, IL
06.1999 - 12.2010
- Successfully led wireless email project for the BlackBerry PDA in US and UK
- Willingly provide support for enterprise email servers and BlackBerry Enterprise Servers
- Eagerly migrated Systems Management Server (SMS) infrastructure, OSD, and Windows Image Deployment Environment to SCCM 2007
- Maintained SCCM Gold Image environment utilizing Microsoft tools and scripting for multiple desktop and laptop models
- Implemented WSUS in conjunction with SCCM to approve and deploy Windows patches to targeted collections
- Actively resolve daily support issues pertaining to printers, thin clients, and PCs
Systems Analyst
Caterpillar, Inc.
Peoria, IL
02.1999 - 06.1999
- Readily aided in the preparation of computer equipment for Y2K
- Vigorously maintained servers and user permissions for 600+ customers
- Aggressively switched computers and peripherals from static IP addresses to DHCP
Systems Analyst
A.E. Staley Mfg. Company
Decatur, IL
03.1997 - 01.1999
- Effectively maintained computer hardware and software for the administration building and processing areas
- Actively assisted users with computer problems while working on the helpdesk
- Energetically helped with the network conversion from Token Ring to Ethernet
Education
B.S. - Bachelor of Science and Management Information Systems
Millikin University
Decatur, IL01.1999
A.A.S. - Associate Applied Science and majoring in Computer Science
Richland Community College
Decatur, IL01.1994
Skills
- Technical architecture
- Containerization technologies
- Atlassian Stack
- AWS
- Kubernetes
- Helm
- Docker
- Rancher Desktop
- Visual Studio Code
- Git
- Terraform
- Ansible
- Windows Server 2012 R2
- Windows Server 2016
- CentOS
- Rocky Linux
- Windows Remote Desktop Services
- Microsoft Office 2016
- M365
- Microsoft Access
- SAP R/3
- MS-DOS
- Citrix XenApp
- Citrix XenDesktop
- Citrix NetScaler VPX
- Citrix NetScaler MPX
- Citrix NetScaler SDX
- Citrix XenServer
- Citrix PVS
- Citrix Applayer
- Citrix ShareFile
- SQL
- Exchange Server 55
- Exchange Server 2003
- Microsoft Project
- Microsoft Visio
- SMS 2003
- SCCM 2007
- VMware 6X
Certification
- Microsoft Certified Professional
- ITIL V3
Timeline
IT Service Desk Manager
Riverside Research Institute
04.2023 - Current
DevOps / System Engineer
Riverside Research Institute
08.2019 - Current
IT Manager
ACC Electronix
07.2018 - 08.2019
Systems Administrator - Contractor
Apex Systems
11.2015 - 05.2018
IT Applications Infrastructure Manager I
Archer Daniels Midland (ADM)
02.2015 - 11.2015
Systems Analyst III
Archer Daniels Midland (ADM)
01.2013 - 02.2015
Systems Analyst II
Archer Daniels Midland (ADM)
01.2011 - 12.2012
Systems Engineer
Tate & Lyle
06.1999 - 12.2010
Systems Analyst
Caterpillar, Inc.
02.1999 - 06.1999
Systems Analyst
A.E. Staley Mfg. Company
03.1997 - 01.1999
B.S. - Bachelor of Science and Management Information Systems
Millikin University
A.A.S. - Associate Applied Science and majoring in Computer Science
Richland Community College