Summary
Overview
Work History
Education
Skills
Accomplishments
Software
Timeline
Generic

Hope Wickham

Lake Orion,MI

Summary

With a proven track record at Hutchinson Corporation, I excel in IT procedure development and problem solving. A driven Systems Administrator with 15 years of experience in software implementation and maintenance. Proven history of managing complex infrastructures and data center operations. Skilled at troubleshooting, communication and collaboration. I led a seamless migration to a Hybrid Office 365 configuration. My approach combines technical prowess with effective communication, ensuring high-level support and system efficiency.

Overview

25
25
years of professional experience

Work History

Systems Administrator

Hutchinson Corporation
09.2008 - Current
  • Provide daily support for over 1200 users running Office 365 and Windows 11.
  • Provide daily support of over 200 Windows Servers.
  • Manage VMware infrastructure for over 200 VMs and 25 ESXi Hosts in 19 remote locations.
  • Maintain FortiAuthenticator, FortiManager, FortiEMS, FortiClient, FortiNAC and FortiAnalyzer.
  • Work closely with Cyber Security team to mitigate vulnerabilities.
  • Create and Deploy GPOs
  • Configured SSL VPN on Fortigate Firewalls and FortiClient app on PCs and Phones to use certificates.
  • Deliver Tier 2 and Tier 3 support for problem identification, diagnosis and issue resolution.
  • Setup Document Library in Teams to migrate Helpdesk Solutions to.
  • Created documentation for configuring Outlook 365 on PCs and phones for migration from Lotus Notes to Outlook 365.
  • Configure and test Windows Server operating systems with roles features.
  • Conduct routine and emergency maintenance of assigned data center equipment.
  • Attend meetings to deliver status reports to key stakeholders.
  • Contribute to development, administration and testing of disaster recovery plans.
  • Develop and document network policies, procedures and standards.
  • Implement, develop and test installation and update of file servers, print servers and application servers.
  • Orchestrate integration and communication of software upgrades.
  • Configure and maintain firewalls and switches.
  • Implement and maintain virtual private networks.
  • Monitor networks and network devices to resolve technical problems quickly.
  • Identify and resolve network congestion issues and bottlenecks.
  • Maintain a flexible schedule and respond to after-hours and weekend emergencies.

Computer Helpdesk Technician

Oakland County
03.2007 - 04.2008
  • Part of a 6 employee service center providing software, hardware and networking support to over 4000 county employees.
  • Provide end user support using DameWare remote access software for employees running Windows NT & XP, Microsoft Office XP, Internet Explorer, Adobe.
  • Support non-employee’s problems with County website issues and concerns.
  • Document and resolve user’s problems with CA Unicenter Service Desk call tracking software.
  • Active Directory maintenance including resetting passwords & unlocking accounts.
  • Create and delete LDAP accounts for outside representatives.

Technical Analyst

RGIS
02.2000 - 03.2007
  • Part of a 12 employee support department, providing support to a 400 employee HDQ as well as 400 district offices in 14 countries.
  • Provide end user support for employees running Windows 98, 2000 & XP, Microsoft Office XP & 2003, Internet Explorer, McAfee VirusScan, Windows and Yosemite Backup, and Oracle.
  • Company wide network support including LAN/WAN, VPN and dial-up access, Frame Relay, DSL, and ISDN.
  • Provide end user support helping remote locations in new and moving office network setups.
  • Create and advertise packages using Microsoft Systems Management Software.
  • Document and resolve user’s problems with Remedy Magic Service Desk software.
  • Active Directory maintenance including resetting passwords, unlocking accounts, and deleting users and computers.
  • Responsible for local and remote PC setups, using Microsoft Terminal Server and Remote Assistance.
  • Provide support for local and remote printers, including network setup, and software troubleshooting.
  • Accountable for creating and updating troubleshooting documentation, for use in a department wide knowledge base.
  • Maintain images using Powerquest ImageCenter for headquarters and field PCs.
  • Blackberry Support for headquarters and field users.
  • Test and install new software.

Education

Bachelor of Science - Engineering Chemistry

Oakland University
Rochester, MI
12-1998

Skills

  • IT procedure development
  • Software testing
  • Firewall configuration
  • Network performance monitoring
  • Support request management
  • Network protocols
  • Troubleshooting and diagnosis
  • System logic management
  • Patch management
  • Train users
  • LAN and WAN control
  • Wireless Networking
  • Systems deployment

Accomplishments

Resolved issue of user accounts being locked out by bad actors tying to gain access to our network via SSL VPN by implementing use of certificates in the SSL VPN configuration.


Researched and found software, and lead team to migrate over 1500 Lotus Notes users to Outlook 365.


Created a dynamic Azure 365 group based on Active Directory group membership to grant access to Sharepoint site.


Deployed Defender on over 150 servers.


Setup and Deployed Fortinac appliance to provide secure VPN access to outside contractors.

Software

Windows Server and Computer OS

VMWare

Active Directory

Office 365

Microsoft Teams

Veeam

BackupExec

Timeline

Systems Administrator

Hutchinson Corporation
09.2008 - Current

Computer Helpdesk Technician

Oakland County
03.2007 - 04.2008

Technical Analyst

RGIS
02.2000 - 03.2007

Bachelor of Science - Engineering Chemistry

Oakland University

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Hope Wickham