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John Sutherland |
john@johnsutherland.org |
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Skilled and experienced IT professional with over 20 years of experience in a variety of roles, including website administration, IT support, contact center technologies, and IT system engineering. Proven ability to provide end-user support, maintain servers, deploy mobile devices, and develop web applications, shell scripts, and c# applications. Working understanding of Google Workspace and interfacing with Google APIs. EXPERIENCEBreezeline, Cumberland, MD — System EngineerApril 2006 - June 2023Started as website administrator for legacy Flood City internet hosting. Transitioned into an IT Support role. I performed that role for several years, providing support for end-users and maintaining servers. I established a ticketing system using E-Ticket and heavily modified it over the years to function as needed, one of these modifications was to integrate it with Active Directory for user authentication. I then transitioned to a Contact Center Technologies role supporting end-users and assisting with implementation and several migrations of Contact Center systems. I was also responsible for maintenance of the fleet management system used by field techs. I was also responsible for supporting mobile devices, including large roll-outs of smartphones and eventual integration of Miradore for mobile device management and application deployment to mobile endpoints. I was responsible for configuring Zero-touch deployment leveraging Samsung Knox, Android ZeroTouch, and Apple Business Manager. At time of my departure I was still responsible for maintaining Breezeline’s mobile device infrastructure, but had moved away from Contact Center Technologies back into IT System Engineering. In this last role I helped maintain the office phone systems, including migration to a hosted phone solution. During this final role I began development of powershell scripts to ease and even automate day-to-day tasks for the rest of the IT team. I implemented a Powershell Repository for our custom scripts to make it easier to maintain and keep the team’s tools up-to-date. I also joined the Google Administration team and am comfortable navigating Google Workspace. I have written several Google Web Apps using Apps Script, I have experience interfacing with Google API’s using Apps Script, PHP, Powershell, and JavaScript. After the transition from Microsoft Exchange to Google Workspace I reworked the ticketing system from AD authentication to Google. I was given the KACE Systems Management Appliance to take over from a colleague. I was in the process of configuring the KACE SMA to handle patching of Microsoft and 3rd party applications as well as software deployment and reporting. Throughout my tenure at Breezeline I built and maintained both Windows and Linux Application Servers, and gained some experience with Cisco IOS, managing network ports, some trunking and VLAN configurations. I also mentored newer colleagues or colleagues that were looking to gain a skill that I already have. At the time of separation from this company I was in a Tier III role within the IT department. Unfortunately due to budget cuts, my position was eliminated and I was let go.
Flood City Internet , Johnstown, PA — System AdministratorSeptember 2001 - April 2006I began at Flood City Internet as a support technician. I was soon moved into a website hosting administration role, and then to web application design and Linux Server Administration. I had limited experience with the dialup modem racks and routers. This company was then absorbed into Breezeline (formerly Atlantic Broadband) and I transitioned with it. Nordstrom Rack, Bellevue, WA — Cashier1998 - 1999I was a cashier at Nordstrom Rack briefly before my family relocated to the East coast. EDUCATIONGreen River Community College — GED1998I attended Greenriver Community college to take a GED preparedness course. I then received my GED in the state of Washington. Stormwind Studio , Virtual —2020-2023Windows Server 2019, Windows Server 2023, and Powershell Courses PROJECTSIT Ticketing System — Implement, maintenance, alterationIn 2007 I established an IT ticketing system at Atlantic Broadband (now Breezeline). I ordered and assembled the optional components to the server (HP Proliant dl120) and installed the operating system (Debian Linux). I then configured the web server (Apache), database (MySQL), and additional required software (PHP). E-Ticket (HTML frontend with PHP/MySQL backend) did not have Active Directory integration out of the box, so I had to recode the authentication mechanisms to allow for this functionality. Code changes were also required to fix some issues with notifications. Further changes were required to add dynamic forms to the system, Auto-assignment of tickets with location based weighting, Google authentication, and automatic ticket creation based on emails from Workday. Outage Tracker — Implementation and maintenanceI built a system to track internal IT, Network Engineering, and infrastructure outages. I utilized PHP, MySQL, HTML, CSS, and JavaScript to complete this project CDR Tool — Implementation and maintenanceA system built from scratch using PHP, MySQL, HTML, CSS, JavaScript, CURL, and BASH scripting. This tool was used to automatically download CDR records from 3 separate vendors and provide reporting and cost analysis used to spread the carrier charges across the company’s various regions. It provided yearly overviews of cost that could be drilled down to view the call counts going to a particular Toll Free number. An additional tool was added later to allow management of the Toll Free numbers and marketing campaigns. This tool assisted in allocating numbers to campaigns by using the date the number was last used in a campaign and how many calls were recently received, and then provided number recommendations to the user building the campaign. The number management portion scaled well and is handling 1200 Toll Free numbers. |
SKILLS
AWARDSAtlantic Broadband IT Employee of the Year LANGUAGESEnglish |