Systems Administrator

Conduct and coordinate financial, product, market, operational and related research to support strategic and business planning within the various departments and programs of the portfolio. Assist business areas with Business Case development. Maintains process and template documentation. Define project requirements by identifying project milestones, phases, and elements; forming project team; establishing project budget. Initiate startup of all new approved standard projects. Responsible for writing functional, non-functional, technical user stories, and acceptance criteria for testing and development teams. Drive continual Project Delivery process improvements. Maintains and supports the tools supporting the SDLC, AGILE, and Optimized Waterfall methodology. Assist in managing multiple EMPCO teams’ backlogs. Creates and communicates approved process changes to the Project Delivery community.

Provide daily technical support for e-mail, network connectivity, peripheral equipment, and system maintenance. Collaborate with external support to ensure 100% problem resolution. Manage multiple networking protocols, installed routers, and configured IP addresses. Resolved technical problems with LAN, WAN, and other systems; Create helpdesk documentation with SOP’s on problem solving techniques. Administer user rights, memberships, and access in Active Directory. Provide end user support on user-accounts using Active Directory to troubleshoot and reset passwords.

Network documentation, maintenance, support. Migrate users from Gmail to Office 365. Create and maintain project documentation. Provide support and maintenance for systems infrastructure including physical servers and VMWare. Work directly with customers to provide services and help resolve computing/unit problems. Provide exceptional customer service in person, via phone and email as appropriate. Resolve help desk issues including troubleshooting hardware and software issues. Perform user administration duties. Uses discretion to effect timely solution of problems to ensure customer satisfaction, eliminate downtime and prevent cost overruns. Collects detailed information to categorize request to determine method of resolution. Exercise’s sound professional judgment in analysis of problem to: (1) attempt hardware/software solution by phone, or (2) decide proper level of maintenance required to solve problem. Provides technical leadership and training for lower-level technical support analysts. Receives requests for computer technical assistance and problem resolution from company employees. Directs the activities of lower-level technical support analysts to contribute to the overall performance of the help desk operation.