Hannah M. Race
Systems Administrator
Wiesbaden, Germany
Overview
11
11
years of professional experience
39
39
years of post-secondary education
Work History
Systems Administrator
General Dynamics Information Technology
Wiesbaden
05.2024 - Current
- Provides Tier 1 and Tier 2 technical support for 300+ users, resolving hardware, software, and network issues via in-person, phone, email, and remote tools to minimize downtime
- Conducts system installations, upgrades, and patch management to ensure reliability and security
- Leads IT projects like process improvements, asset refreshes, and infrastructure upgrades, ensuring on-time delivery and alignment with goals
- Conducts vulnerability management by applying patches and implementing security measures
- Coordinates partner nation's IT requirements enabling interoperable capabilities
- Streamlined account creation processes, reducing setup time and improving user onboarding
- Mentors and trains team members, enhancing technical skills and ensuring smooth knowledge transfer
Assistant Lead of Service Desk
General Dynamics Information Technology
Wiesbaden
06.2022 - 05.2024
- Administered NIPR/SIPR/MPE/JWICS systems for 250 users, ensuring optimal performance
- Conducted systems administration and troubleshooting across various OS and databases
- Developed and implemented an internal ticketing system, enhancing service desk efficiency and improving metric tracking
- Developed SharePoint sites, enhancing communication for IT outages, ticketing, and user guides
- Provided Tier 1 and 2 support for SecureView, resolving complex hardware and software issues
- Executed system updates, security patches, and vulnerability assessments to ensure security
- Authored SOPs for end-users and technicians, ensuring consistent troubleshooting and workflows
- Enhanced team productivity by implementing efficient workflow processes and task delegation.
Systems Administrator
Michigan Air National Guard
Battle Creek, MI
05.2023 - Current
- Managed and maintained computer systems, including Windows servers, networks, and user devices, ensuring reliable operation and optimal performance
- Implemented and maintained virtualized environments using VMware, optimizing resource utilization and facilitating rapid deployment of new server instances
- Provided technical support to end-users, troubleshooting hardware and software issues and resolving incidents in a timely manner
- Administered profiles and accounts, ensuring proper access controls and security measures were in place
- Standardized user privileges and system settings using automated deployment tools such as Group Policy Management Console (GMPC) and System Management Server (SMS)
- Worked closely with interdisciplinary teams to strategize and execute system upgrades, patches, and migrations, ensuring minimal impact on day-to-day business activities
Client Systems Technician
148TH FIGHTER WING, MNANG
Duluth, Minnesota
08.2013 - 05.2022
- Provided IT support to 1,200 users via phone, email, remote tools, and in-person, resolving hardware, software, and network issues
- Configured and maintained systems, including software installations, upgrades, and patch management, ensuring secure and efficient operations
- Managed Active Directory (AD), handled workstation/printer setups, re-imaged systems, and ensured optimal system configurations
- Led Knowledge Management teams, optimizing file structures and web content for efficient retrieval and use
- Developed SOPs and user-friendly instructions for end-users and technicians, enhancing process continuity and troubleshooting
- Collaborated with teams on system upgrades, network enhancements, and resolving outages, minimizing business disruptions
- Processed and routed Authorized Service Interruptions (ASIs) and Plan Of Action and Milestones (POA&Ms)
- Trained new team members, accelerating their onboarding and improving overall team performance
Education
BBA - Information Technology Management
Western Governors University
04.2001 - 08.2024
Associate of Applied Science - Information Systems Technology
Community College of The Air Force
04.2001 - 05.2017
Skills
Top Secret/SCI Security Clearance
CompTIA Security Certified
CompTIA A Certified
Microsoft Azure Fundamentals Certified
NIPR/SIPR Administrator
11 Years of technical experience
Timeline
Systems Administrator
General Dynamics Information Technology
05.2024 - Current
Systems Administrator
Michigan Air National Guard
05.2023 - Current
Assistant Lead of Service Desk
General Dynamics Information Technology
06.2022 - 05.2024
Client Systems Technician
148TH FIGHTER WING, MNANG
08.2013 - 05.2022
BBA - Information Technology Management
Western Governors University
04.2001 - 08.2024
Associate of Applied Science - Information Systems Technology
Community College of The Air Force
04.2001 - 05.2017
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