Stephanie Griffin

• Completed Windows Citrix server VDA upgrade for all 14 servers in environment; upgraded physical RAM in HPE Proliant servers to accommodate new system.
• Remediated all ESXi hosts in environment.
• Documented and deployed new yearly SSL certifications for numerous production servers while coordinating maintenance window to minimize downtime.
• Implemented daily network security measures with Cisco IDS to block potential incoming threats.
• Proactively monitor networks with Solarwinds; check health of WAN links and servers in data center and 15 branch locations worldwide; coordinated with on site staff to repair site outages.
• Performed backups with Veeam Backup & Replication/Arcserve of critical company data to distributed storage centers to avoid massive data loss in event of network breach or failure.
• Provided consistent support through on-call rotation duty.
• Maintained flexible schedule and responded to after-hours and weekend emergencies.
• Implemented monthly task to audit user account activity, ensuring no stale accounts are still active in our systems.
• Maintained relationships with third-party vendors for replacement, repair, and maintenance of hardware and software.
• Actively monitor for vulnerabilities in operating systems, appliances, and firmware; research patches and apply fixes as needed.
• Followed and modified disaster recovery documentation and procedures during unexpunexpected complete system failure.
• Increased knowledge base for help desk staff by authoring documentation for system configuration and troubleshooting.
• Mentored colleagues on technical policies and procedures to develop and ensure knowledge consistency throughout department.

• Provided white glove technical support and implementation consulting for dynamic and respected financial services firms located throughout the world.

• Traveled to multiple client locations in NYC to perform on site projects, configurations, moves, and setups.

• Supported Severs, Active Directory, Exchange, new user deployment, and back-end modifications.

• Handled Tier III support tickets while troubleshooting, researching, diagnosing, documenting, and resolving highly technical issues surrounding servers, workstations, MS-Office applications, email, other specific line of business applications as well as some hardware/peripheral equipment.

• Primary implementer of paperless meeting project utilizing iPads which connected to Synology NAS and replicated to mobile devices.

• Proactively monitored client server health with PRTG Network Monitor and correct potential future issues, and failures.

• Analyzed backup logs and corrected DR backup failures to ensure data stability and availability.

• Installed, configured, deployed backup software with Ivanti and scheduled patch management for workstation deployment for Microsoft & 3rd party security as well as critical updates.

• Worked closely with technical colleagues to research, propose, and implement client solutions.

• Created, and maintained documented records of change control activities.

• Documented all communication & troubleshooting steps in in-house ticketing system.

• Updated client documentation to reflect security and procedural changes.

• Proactively monitored networks with Solarwinds; checked health of WAN links and servers in data center and branch locations.
• Monitored and improved the health and efficiency of over 100 virtual/physical servers by utilizing Veeam ONE, and VMware vRealize software.
• Upgraded Veeam and enabled DD Boost license for Veeam backups to EMC Data Domain faster backups and recovery.
• Traveled to branch locations - rack-mounted, installed, and configured multiple new HP Gen 10 DL360 servers with Windows 2016 Standard to replace outdated domain controllers.
• Managed the creation and modification of physical and virtual Windows servers onsite and branch office locations; document builds and created templates for imaging.
• Initiated patch management system - Created WSUS virtual server to update and install patches for over 300+ desktops and 100+ servers.
• Upgraded/installed Windows domain controllers, moved FSMO roles, configure and maintain DNS/DHCP, also ensure newest features are enabled such as change notification and AD recycle bin.
• Optimized AD OU structure for more intuitive and streamlined Group Policy deployments and management.
• Proactively monitored AD for stale computer/user objects & perform cleanup as needed; remove orphaned SIDs from AD and NTFS.
• Managed Exchange 2010 environment - patch management, log cleaning, performance monitoring.
• Secured Exchange environment - routinely ran scripts to see which mailboxes have email-forwarding rules to mitigate spear phishing vulnerability; deployed transport rule to warn users of potential risk when receiving outside emails.
• Executed PowerShell scripts for departmental monitoring of email transport size and frequency.
• Provided Tier 2/3 support; diagnose software and hardware issues and correct issues remotely and in-person, ensure all issues and requests are accurately documented and are followed through completely to resolution; provide follow up support to end users; monitor for repeat issues.

• (Contracted through Siemens) Assisted users through incoming calls; diagnosed issues in timely manner using remote desktop software or in-depth verbal instructions.
• Ensured accurate escalation of unresolved issues to proper service group with detailed history of incident and all attempted steps to resolve.
• Diagnosed and communicated all high severity, time-sensitive issues with members of the Service Desk team via instant message and email, such as core infrastructure, production file servers, application servers, web servers, print servers, mail servers, mainframes, network routing equipment and PBXs problems.
• Scrutinized knowledge base for inconsistent or out-of-date information; communicated any urgent inconsistencies to knowledge management, department leads, and/or Service Desk agents.