Keith Thomas

• Tier 3 analysts research and resolve the most complex issues that other help desk levels have been unable to fix
• They also identify trends in issue reporting and come up with preventative solutions
• Remote assistance- Over-the-phone support, Screen sharing or remote control, Live chat support, and Email support
• Ticket maintenance, Training, coaching, and advising
• Supported and built Microsoft Hyper-V Servers.
• Organized and detail-oriented with a strong work ethic.
• Worked effectively in fast-paced environments.

• Established Crossbridge Fitness, LLC in January 2014 and opened the business in April 2014; it is the largest and most state-of-the-art health facility in Washington Parish
• Cross-bridge Fitness 24.7 is a 5,000-square-foot facility with complete full-circuit gym equipment, including tanning, massage, and group fitness classes
• In addition, we are the only gym in WP to offer 24/7 virtual fitness classes
• Enrolled over 700+ memberships
• Staffing includes full-time and part-time employment, personal trainers, and class instructors
• A few of my IT responsibilities in this role include the following:
• Full accountability for network needs and general manager of a fitness center with over 700 membership enrollments
• Managed VMware ESXi, Two VM Windows Server 2016, Cisco Meraki switch, Cisco Meraki MX Firewall, and Cisco Meraki AP with four endpoints.

• Analyzed security logs to determine and alleviate network threats.
• Worked with stakeholders to determine implementation and integration of system-oriented projects.
• Managed key information technology and compliance programs for proactive risk management.
• Configured, tested and maintained Ubiquity wireless network equipment to achieve maximum performance.
• Suggested system updates or changes after conduct in-depth technical reviews.
• Optimized networked software and operating systems by applying updates and patches.
• Implemented networking and server changes to meet client budgets and needs.
• Researched software and systems products to determine purchase recommendations.
• Designed tailored disaster recovery solutions to maintain uptime.
• Provided network support services for devices such as bridges, routers, and other hardware.
• Provided detailed network diagrams and procedural guidelines.
• Created VPN infrastructure and allowed for secure remote connections.
• Integrated fixed wireless connectivity into facilities requiring high-speed networks.
• Recommended options for disaster recovery and remote access security.

• Lead systems engineer tasked with deploying configuration and maintaining Hyper-V infrastructures. Execution of network infrastructure projects for clients.
  
• Assisted Service team as an escalation point for difficult or high-profile incidents, mentored junior staff on technical best practices and customer service.
• Led several internal projects, including creating automation tasks for remote monitoring software.
  
• Created and managed process and procedure documentation.
  
• Self-motivated, with a strong sense of personal responsibility.
• Passionate about learning and committed to continual improvement.
• Proved successful working within tight deadlines and a fast-paced environment.
• Adaptable and proficient in learning new concepts quickly and efficiently.

• Deployed, configured, and maintained complex VMware infrastructures, ensuring optimal functionality and performance.
• Strategically planned and efficiently managed workloads, projects, and various administrative tasks associated with VMWare systems.
• Routine upgrades of VMWARE infrastructure
• Offered specialized expertise in diagnosing and resolving diverse range of issues related to VMware server infrastructure.
• Orchestrated organization and oversight of vCenter server inventory, demonstrating meticulous resource and availability management within vSphere.
• Assured server hardware, operating systems, software, and procedures alignment with organizational standards and strategic business objectives.
• Functioned as key escalation point for addressing advanced network and systems challenges, consistently achieving 100% issue-resolution ratings by delivering exceptional support to internal and external stakeholders.
• Spearheaded initiatives to stabilize, expand, and fortify client network and PC environments, notably enhancing performance by building new file servers optimized for web hosting, terminal services, file, print sharing, and domain controllers.
• Created network diagrams and other documentation.

• As a consultant, I performed all aspects of Systems Administration plus network & security.
• Completed network assessment in first 45 days, purchased new data center equipment, set up rewire for the entire complex, and oversaw the data center construction.
• Design-Build and Deployed new IT Infrastructure. Components include data center facility, storage, network, servers, management tools, services, and applications.
• VMware Infrastructure included mulit-host ESXi, vCenter, vSphere and VMware Horizon. VDI deployment.
• Windows Server deployment and configuration. AD DS, DHCP, DNS, FS, DFS, RDS and WSUS.
• Synchronized establishment of local area and wide area networks to provide infrastructure for new applications, employee mobile device and communication between sites.
• Worked with stakeholders to determine implementation and integration of system-oriented projects.
• Developed and maintained policies to control information technology and security.
• Conducted end-user reviews for modified and new systems.
• Created flowcharts, diagrams and other documentation.
• Negotiated with vendors, outsourcers and contractors to secure contracts and set SLAs.
Performed cost-benefit and ROI analyses for proposed systems.

• As a consultant, Orchestrated comprehensive Infrastructure Assessments, driving the engineering, procurement, seamless installation, and efficient deployment of solutions.
• Completed network assessment in first 45 days, purchased new data center equipment, set up rewire for the entire complex, and oversaw the data center construction
• Managed help desk support for 200+ end-users at four separate locations
• Migrated business from a peer-to-peer network to a domain controller
• Setup & Installed VMware- Two host vCenter on-site with third host offsite at DR site, setup network storage device, eight MS Server 2016, AD, DC, Exchange, SQL & Firebird
• Setup & Installed VAN network with four managed switches
• In addition, I maintained the IP Office Manager - phone system.
• Conducted daily system monitoring, verifying security, integrity and availability of hardware, server resources, applications and key processes.
• Integrated, monitored and tested wireless devices, multi-site network infrastructure, business intelligence software and applications.
• Synchronized establishment of local area and wide area networks to provide infrastructure for new applications, employee mobile device and communication between sites.
• Cultivated interpersonal skills by building positive relationships with others.

• VMware Systems Admin – Installing, supporting, and maintaining servers, planning for and responding to service outages
• Project management for systems-related projects, a consultant for problems beyond the knowledge of technical support staff.
• Maintained personnel records and updated internal databases to support document management.

• Performed all aspects of system administration, including design and implementation of entire network systems, ensuring internal/external security of all systems, implemented bid systems, document management, and other duties as needed
• In my fourteen years at Construction Masters, I completed three full server upgrades and two network buildouts
• A Mixed Microsoft Server Environment, Hyper-V & VMware Environment, Help Desk, and 120 End Users
• Microsoft Exchange Server, Direct Access, Active Directory, Group Policy, TCP/IP, Networking, Firewall, VPN, Telecommunications Services.
• Maintained network hardware and software and monitored network to support network availability to end users.
• 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.
• Monitored system performance and responded to alerts.
• Implemented network security measures to minimize data loss.
• Managed computer operation scheduling, backup, storage and retrieval functions.
• Identified and immediately resolved issues with network devices.
• Installed and configured network printers and other peripheral devices.

Skills: IT Documentation • Project Planning • MS Project • Microsoft Office • System Administration • Help Desk Support • Microsoft Exchange •VMware Server • Security • Budgets • Disaster Recovery • Networking • Server Administration • VMware Infrastructure • Workstations • Terminal Services • Network Administration • WSUS • Microsoft Servers • Wireless Networking • Engineering • VMWare ESXi