Philip Allen
Round Rock,Texas
Summary
Versatile IT Professional and Systems Administrator with a proven track record in infrastructure management, network security, and enterprise support across Windows, Linux, and macOS environments. Expertise in automating administrative tasks utilizing Shell scripting and Python , alongside maintaining production systems to prevent outages and ensure high availability. Highly skilled in deploying comprehensive network security measures, including firewalls, VPNs, and TCP/IP protocols. Adept at system analysis , complex incident resolution , and managing Active Directory , bringing a unique blend of deep technical troubleshooting and exceptional stakeholder communication.
Overview
7
7
years of professional experience
1
1
Certification
Work History
IT Instructor
CyberTex Institute of Technology
Killeen, TX
05.2024 - Current
- Systems Administration & Active Directory: Acted as the primary systems administrator for the student network, managing Microsoft Active Directory to oversee the complete user lifecycle—including provisioning, modifying access, and disabling accounts to maintain a secure environment.
- Endpoint Security & Compliance: Deployed and managed endpoint activity monitoring software on student workstations to investigate anomalies, enforce network policies, and ensure strict compliance with academic integrity standards.
- Tier II Technical Support: Assisted students with troubleshooting complex technical issues related to their coursework or personal devices.
- Continuous Improvement & Research: Conducted continuous research on current trends in technology and best practices, maintaining a "student mindset" to rapidly learn, test, and adapt to evolving enterprise IT standards.
- Resource & Documentation Development: Created comprehensive online resources, including tutorials, instructional videos, and support documents, effectively functioning as an internal knowledge base to streamline end-user troubleshooting.
Application Support Specialist
Q2
Austin, TX
11.2023 - 04.2024
- Proactive System Monitoring: Monitored performance metrics to detect and diagnose application issues quickly, serving as the critical first line of defense for production environments.
- Log Analysis & Troubleshooting: Provided technical support for users and troubleshooting of applications issues. Analyzed system log files to identify and resolve application errors.
- System Maintenance & Automation: Conducted regular maintenance checks on production systems to prevent outages. Utilized scripting to automate tasks, streamline processes and improve efficiency.
- Vendor Coordination: Coordinated with vendors for any third party services related to applications to ensure seamless service integration.
- Documentation & Process Improvement: Developed a comprehensive knowledge base for application support and created procedures to ensure high-quality customer service and satisfaction with applications usage.
IT Support Analyst
City of Austin
Austin
02.2023 - 11.2023
- Incident Management & System Administration: Performed foundational system administration functions and managed complex hardware and software incident resolution. Managed all workflows through the ServiceNow ticket management system, ensuring accurate documentation and strict adherence to SLA agreements.
- Enterprise Hardware Lifecycle: Executed the PC refresh lifecycle by deploying computers, maintaining the asset management database, and strictly following documented procedures for secure hard drive wiping and hardware disposal.
- Process & Documentation Optimization: Continuously evaluated and improved IT support processes and knowledge base documentation to enhance the overall efficiency of the IT support team.
- Project Support & Collaboration: Collaborated with specialized IT teams to ensure seamless integration of technical solutions and provided active technical expertise for ongoing IT project implementations.
- Stakeholder Communication: Bridged the gap between IT and end-users by effectively communicating technical information regarding system outages and maintenance windows to non-technical stakeholders.
IT Support
Google
01.2021 - 01.2022
- Enterprise Networking & Architecture: Developed a deep understanding of enterprise technology stacks, platform architecture, and core networking protocols, including hands-on exposure to TCP/IP, firewalls, and VPNs.
- Large-Scale Infrastructure Support: Provided critical front-line technical support for a massive user base of over 5,000 end-users.
- Unified Communications Management: Maintained the hardware and software readiness of enterprise-grade Google Video Chat meeting systems, ensuring high availability for corporate communications.
- IT Operations & Change Management: Managed stakeholder communication regarding system events, operational routine changes, and IT maintenance windows to ensure smooth enterprise operations.
- Procedural Incident Resolution: Troubleshot complex user technology and IT operational issues, strictly adhering to well-documented corporate procedures to maintain system integrity and compliance.
Head Of Technology
Life Changers
01.2019 - 01.2019
- Enterprise Network Security: Architected and deployed comprehensive network security measures, successfully integrating both hardware and software components to fortify the organization's infrastructure.
- Systems Implementation & Administration: Led the end-to-end implementation and administration of a building-wide corporate communication system, ensuring seamless connectivity and collaboration for 30 remote and on-site employees.
- Cross-Platform IT Operations: Directed internal IT operations, actively diagnosing and resolving complex hardware and software issues across both Windows and macOS enterprise environments.
- End-User Escalation Management: Managed technical support channels including live chat, phone, and in-person interactions, serving as the definitive technical authority for infrastructure and end-user troubleshooting
Education
BS Degree -
Texas A&M University-Commerce
Commerce, TX12-2017
Certificate of Completion -
CyberTex Institute of Technology
Austin, TX10-2021
Skills
- Active Directory (AD)
- Linux, Windows, & macOS OS Support
- Virtualization & RDP
- Hardware Lifecycle & PC Refresh
- Endpoint Security Monitoring
- TCP/IP Protocols
- Firewalls & VPNs
- Network Security Troubleshooting
- Wireshark, Nmap, & Hydra
- Python Programming
- ServiceNow (ITSM Ticket Management)
- System Log Analysis
Certification
- Coursera IT Support
- Google IT Support Certification
Personal Information
Title: Application Support Specialist
Timeline
IT Instructor
CyberTex Institute of Technology
05.2024 - Current
Application Support Specialist
Q2
11.2023 - 04.2024
IT Support Analyst
City of Austin
02.2023 - 11.2023
IT Support
Google
01.2021 - 01.2022
Head Of Technology
Life Changers
01.2019 - 01.2019
Certificate of Completion -
CyberTex Institute of Technology
BS Degree -
Texas A&M University-Commerce