Charles G. Hopkins

About Charles G. Hopkins

ITIL-Certified enterprise architect and management engineer with twenty-eight years of…

Experience

1. Systems Admin, Tech Lead

   Freddie Mac

   Oct 2016 — Present

   Lead team of up to 14 Windows server administrators supporting over servers. • Manage interview and hiring process for contractor and full-time technical positions and make hiring recommendations to team manager. • Lead team members in performing migration from on-premises VMware infrastructure to VMware Cloud offering. • Lead decommissioning efforts for physical Windows servers from multiple data centers into cloud and co-location facilities. • Mentor team members and provide input on contractors and full-time employees to annual performance review process. • Lead team members during major incident problem resolution, post-mortem investigations, documentation of actions taken, and improvement plans to ensure service improvement. Follow up on resulting action items assigned to team members, providing training and guidance where required. • Standardized team SOPs format and performed annual full reviews of all existing documentation; working with the team to provide new SOPs where gaps existed. o Created and implemented procedures for ServiceNow ticket management to improve team performance and significantly reduce major and minor incident frequency. o Tightened up change management and incident resolution procedures enabling standardized information-gathering and improved communication within the team. o SOP changes adopted by multiple other teams. o Redesigned and implemented a Daily Queue Monitoring framework providing extended monitoring of ServiceNow ticket queue while enabling cross-training. o Reviewed and approved planned and routine changes, providing guidance to junior team members and ensuring adherence to controls. • Manage team controls and standards governance, ensuring team adherence to all audit requirements, and lead audit responses and risk assessments. • Primary technical resource for all team members, plugging knowledge gaps or providing hands-on assistance.

Skills

• IT Management
• Enterprise Architecture
• System Deployment
• Hardware
• Hp
• Sql Server
• Deployment
• Vmware Esx
• Enterprise Software
• Network Administration
• Windows Server 2008
• Data Center
• Technical Support
• Integration
• Virtualization
• Itil
• Windows Server 2003
• Xp
• Cloud Computing
• San
• Linux
• Tcp/Ip
• Servers
• Cisco Technologies
• Citrix
• Help Desk Support
• Operating Systems
• Dhcp
• Documentation
• Software Documentation
• System Administration
• Computer Security
• Dns
• Troubleshooting
• Security
• Unix
• Network Security
• IT Operations
• IT Service Management
• Sharepoint