JEFFERY HICKS

404.245.7705 1605 Arbor Dr Duluth Ga 30096 [email protected]

SENIOR SYSTEMS ENGINEER / ADMINISTRATOR

~Improving Systems & Network Uptime, IT Service Delivery, & Cost Savings~

Solutions-driven professional with 15+ years of success installing, configuring, and maintaining high
performance systems and technical solutions to meet challenging business needs. Extensive background
spanning a full range of IT operations, Full Systems and Network Administration, Help Desk
Operations, and Desktop Support.

CORE STRENGTHS IN:

Systems Engineering & Administration  IT Support & Service Delivery  Help Desk Management
Stellent IPM Administration  Network Configuration & Administration  Maintenance & Troubleshooting
Project Management  Technology Deployment & Upgrade  Desktop Engineering & Support
LAN/WAN/SAN  Customer Service  Client & Vendor Relations  Responsiveness  Team Leadership

 Demonstrate ability to satisfy users through troubleshooting and problem resolution. Recognized as the “go-to
person” for immediate resolution of complex system, network, and technical issues.
 Organized, take-charge professional with exceptional follow-through abilities and detail orientation, able to
plan and oversee projects from conception to successful conclusions.
 Acknowledged for capacity to unite teams in a spirit of consensus, build internal and external relationships,
and coordinate initiatives in deadline-driven environments.
 Leadership has been cited for improving team morale, rapidly resolving customer-support errors, and
spearheading solutions crucial for sustaining business reputations.

PROFESSIONAL EXPERIENCE
Jmark Business Solutions (Onsite work for Atrium Hospitality) 03/01/2016 – current
System Administrator II

 Responsible for the day to day support, maintenance, operation and monitoring of systems hardware,
software and related infrastructure.
 Assists team by providing tools that streamline the support process, by coaching, and by pitching in during
emergencies.
 Maintain and constantly improve server performance, reliability and security, including performance
tuning, file system layout and optimization, and ongoing update of services in compliance with
security policies.
 Perform configuration, integration, maintenance, performance management, security management,
failure analysis and recovery, and user support.
 Provide the engineering support and administration of Active Directory, DNS, and any additional
Microsoft, Citrix and VMware products introduced or existing in the network infrastructure.
 Demonstrates indepth knowledge necessary to support users both over the phone as well as at the
desk side.
 Acts as a resource and escalation point to less experienced IT Support technicians. Provides positive
and effective customer service.
 Proactively visits customers to build trust and cooperation. Analyzes system applications and defines
information systems requirements.
 Actively searches out areas for service improvement and offers suggestions. Prepares formal
management reports detailing support needs and outcomes.
 Able to represent manager or supervisor at meetings, during crises, and or as interim leader for
vacation coverage.
  Able to oversee larger projects or tasks and coordinate other team members.
 Assists in specifying and delivering appropriate communication or training for end users and or
teammates

Ricoh North america – Tucker, Georgia 08/01/2012 – 06/03/2016

Imagine. Change.
Technical Support Analyst

Provides telephone "hotline" product technical service support in a call center environment to dealers, field
technicians, VARs, OEMs and/or end user customers. Ensures high-level customer (caller) satisfaction by
analyzing problems pertaining to malfunctioning electro/mechanical equipment, computer equipment, or
software applications, identifying problem areas and recommending corrective action. Utilizes sophisticated
diagnostic tools, service aids, product schematics, and all other available product information in the
assessment and resolution of called-in equipment failures or issues. As needed, may replicate caller's
equipment failure situation in a test laboratory, to aid in the diagnosis and ultimately step the caller through
the resolution procedures. On occasion, may also provide pre-sales technical expertise to the sales team as
needed, remotely assessing potential customer's application/business needs.

JOB DUTIES AND RESPONSIBILITIES

* Responds to incoming support calls (i.e. telephone, voicemail, email) in a timely, professional manner. 
Evaluates the caller's issue and then gives assistance utilizing the appropriate support information and
documentation.  Assumes full ownership of incoming support requests.  Escalates and follows up as needed
to ensure fastest possible resolution.
* Makes entries for incoming issues and all activities that pertain to any existing issues within the call
database software.  Entries are accurate, detailed, and include all required fields
* Continually monitors phone, email, and voicemail queues and notifies team when attention is required
* Escalates cases to the appropriate vendor support, determining the most effective solution to a problem in
direct contact with the vendor. Tracks cases referred to the vendor until they are resolved
* Completes all required administrative tasks in an accurate and timely manner
* Develop hardware, software, or product specific technical service solutions to a variety of problems of
moderate scope and complexity
* Maintains and updates existing documentation, ensuring accuracy and relevance.  Makes recommendations
and assists with updating and developing new documentation.
* Utilizes correct escalation procedures on all irresolvable issues outside the range of his/her expertise
* Reviews all technical information pertaining to supported products, including new and updated information
as it becomes available

EXPERIS/COMSYS INC. - Atlanta, Georgia 05/17/2012 – 07/25/2012

A world leader in the workforce solutions
Tier 2 Tech Support for Contract
Technical Support responsibilities include answering incoming calls and providing support to customers with
IP Telephony (VOIP) phones. Responsible for configuring phones and answering all questions regarding
phone features as it relates to cutomers need. Troubleshoot sound quality, network performance and
provisioning related to customers issues. Customized phone configuration and setup regarding customers
needs such as virtual receptionist, call forwarding, call parking, after hours setup, voice messaging setup,
Voicemail to email, simultaneous rings, phone rollover, follow me features and many more features.
COUSINS PROPERTIES INC. – Atlanta, Georgia 2001-2011
Leading diversified real estate company; $250 million revenue.
SR. SYSTEMS ENGINEER / STELLENT ADMINISTRATOR

Administered, optimized and supported corporate-wide systems and network infrastructure supporting
hundreds of internal and external users. Planned and executed all help desk operations, single-handedly
providing 1st, 2nd, and 3rd tier support for entire user community. Addressed, prioritized and resolved the
majority of all help desk calls and ticket requests, providing hands-on or remote support for diverse issues
encompassing desktop, hardware and software, email, Internet, network issues and wireless connectivity,
TCP/IP, DHCP, DNS, telecommunications, and printers.
Used Solarwinds to monitor servers uptime, downtime, performance and stability. Analyzed business and
user needs, recommended and rolled out new systems/products, and executed project management/planning
initiatives.
Installed, configured, and maintained Stellent IPM system. Developed and deployed daily system/network
maintenance plans and protocols, ensuring high levels of stability and reliability. Built and managed
productive relationships with 3rd party vendors and service providers.
Selected Achievements & Projects:
 Took lead role in numerous projects; aggressively met project milestones while managing strict time
constraints and minimizing user downtime.
 Investigated and resolved key performance issues, initiating process and system improvements to
increase system stability and staff productivity.
 Led procurement, configuration, and installation of servers for implementation of Stellent IPM
application; successfully integrated application into JDE accounting system and customized additional
applications across multiple business units to include Accounting, Human Resouces, Leasing and
Development and Legal.
o Triggered dramatic increases in efficiency and productivity by automating manual
billing/accounting processes.
 Hand-picked to direct 4 team members in large-scale project to upgrade all company PCs and laptops,
encompassing 300 users across multiple locations in 4 states.
o Credited with saving $70,000 through strategic vendor negotiations while driving significant
improvements in system performance, efficiency, and user productivity.
Continued…

Selected Achievements & Projects Continued:

 Researched vendors and products; planned and coordinated all project phases, and delivered
successful upgrade of 120 PCs and 40 laptops to Energy Star Compliant hardware with Windows 7 and
MS Office 2010.
o Completed project ahead of schedule, within budget, and with minimal downtime.
 One of a select group of individuals challenged by CIO to analyze and overhaul company’s network
infrastructure to improve performance, functionality, and cost efficiency; delivered comprehensive
analysis and documentation supporting upgrade to a SAN solution.
o Won approval from Governance Committee to implement SAN solution and virtualize 70%+ of
servers, triggering measurable improvements in scalability, workload isolation, connectivity,
and utilization while centralizing management for administrators and users.
 Earned reputation as top performer, winning Excellence Award and numerous letters from users
for ‘above and beyond’ service and support, strong work ethic, and outstanding communication skills.

LUCENT TECHNOLOGIES – Atlanta, Georgia 1997-2000

Major manufacturer of telecommunications technologies; merged with Alcatel in 2006.

LEAD TECHNICIAN / NETWORK ADMINISTRATOR, COMPUTER TASK GROUP

Managed and executed installation, configuration, troubleshooting, and administration of network, desktops,
and systems supporting multiple departments and hundreds of internal users under Windows NT
environment. Supervised, evaluated, and motivated 7 direct reports. Oversaw vendor negotiations and
procurement, staging, and Ghost imaging of new computer equipment for all departments, scheduling and
coordinating teams and installation with focus on minimizing user downtime. Determined requirements and
coordinated with managers and users to ensure alignment with system configuration. Scheduled and
organized user training on new software and technical equipment. Managed vendor relations and served as
liaison between IT, department supervisors, and users.

Additional career history includes roles as Desktop Support Analyst for Oglethorpe Power, Network
Administrator for Lynxus Communications and Desktop Technician for General Electric Company.

EDUCATION & CREDENTIALS

Information Technology/Computer Science Courses, Gwinnett Technical Institute, Georgia

Certified, Stellent IBPM Methodology, Oracle/Stellent ECM Training Program, ApplicationXtender ECM Certified

Microsoft Certified Professional (MCP) Network + Certified, A+ Certified

TECHNICAL BACKGROUND

Operating Systems: Windows NT, Windows XP, Windows 2003 Server, Windows 7, Windows server 2008
R2, Linux Ubuntu and Redhat, Vmware/Virtulization, HyperV Active Directory, MS Exchange 2003/2010
Office365.
Software: MS Office 2003/2010-2016, MS Exchange 2003/2010-Office 365, Active Directory, Stellent
BPM, JD Edwards, Blackberry Admin Console, Stellent Capture, Oracle ODC, Citrix Metaframe, Postini,
Accellion, WebEx, Bomgar, Rightfax Server software, Nuance Ecopy Sharescan, Symantec Backup Exec,
Symantec Antivirus, PowerShell. ApplicationXtender ECM, @remote, Globalscan, Kofax ECM, DocSend,
Fortis ECM, SAGE, ProFx
RDBMS: SQL Server Basic fundamentals
Protocols: SMTP, TCP/IP, 802.11, HTTP, HTTPS, POP3, DNS, DHCP, SIP configuration, UDP, SSL, FTP
and SSO
Hardware: Helpdesk, Desktops, Laptops, Avaya VOIP, IPAD, IPhone, HP Proliant Servers, AV
Equipment, Blackberry Bes/Bas, Ricoh printers, Canon printers Embedded Solutions and Appliances
Android.
Support Tools: Bomgar Remote Connect, WebEx, Solarwinds Network Monitoring, Fog Imaging, Numara,
Ghost Imaging, Symantec Imaging, Connectwise and LabTech remote application, Backup Solutions.