Infrastructure • Escalation Support • Automation

Douglas Michael Gramer

Senior IT Support & Systems Administration

20+ years of experience supporting business technology. Hands-on work across multi-client Windows and Linux infrastructure, Tier II/Tier III escalations, server monitoring, networking, and administrative automation.

20+ Years in IT Tier II / Tier III Support B.S. Information Technology

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Professional Background

Technical Experience

Infrastructure administration, advanced troubleshooting, and customer support across hosted and business environments.

Fox Valley Internet

Systems Administrator

Administered Windows and Linux infrastructure supporting multiple customers in a shared server colocation facility.

Provided Tier II/Tier III escalation support for server, networking, and infrastructure issues.
Managed Active Directory, Group Policy, VMware, DNS, DHCP, and VPN services.
Supported backups, disaster recovery processes, and infrastructure monitoring.
Automated administrative tasks using Python and Bash.

Transform POS

Technical Support Specialist

Delivered onsite implementations and remote technical support for customer point-of-sale environments.

Installed and configured workstations, payment terminals, printers, and peripheral devices.
Troubleshot networking, software, hardware, and payment processing issues.
Completed user onboarding, training, and system configuration.
Documented support work and collaborated with engineering teams on escalations.

Technical Capabilities

Systems, Support & Operations

Advanced Support

Tier II/Tier III escalations
Remote and onsite troubleshooting
Server and infrastructure support
Technical documentation
Customer training

Systems & Identity

Windows Server and Linux
Active Directory
Group Policy
VMware virtualization
Microsoft 365, Azure, and Entra ID

Networking & Recovery

TCP/IP, DNS, and DHCP
VPN services
Connectivity troubleshooting
Backup administration
Disaster recovery processes

Monitoring & Automation

Zabbix and Nagios
Server and service monitoring
Alert thresholds and standards
Python and Bash scripting
Operational documentation

Selected Work

Technical Projects

Practical infrastructure administration, monitoring improvements, and customer deployments.

Fox Valley Internet · Systems Administrator

Multi-Client Infrastructure & Escalation Support

Administered Windows and Linux infrastructure for multiple customers in a shared server colocation facility.

Resolved Tier II/Tier III escalations involving servers, networking, and infrastructure.
Managed Active Directory, Group Policy, VMware, DNS, DHCP, and VPN services.
Supported backups and disaster recovery processes.
Automated recurring administrative tasks using Python and Bash.

Technologies: Windows Server · Linux · Active Directory · Group Policy · VMware · DNS · DHCP · VPN · Python · Bash

Fox Valley Internet · Systems Administrator

Server Monitoring Modernization

Evaluated and deployed Zabbix alongside existing Nagios monitoring to improve infrastructure visibility and proactive incident detection.

Configured monitoring for Windows and Linux servers, network services, system resources, and customer-hosted environments.
Established alert thresholds and monitoring standards across a multi-tenant colocation environment.
Created operational documentation to support ongoing monitoring and maintenance.

Technologies: Zabbix · Nagios · Linux · Windows Server · TCP/IP · Monitoring & Alerting

Transform POS · Technical Support Specialist

Point-of-Sale Deployment & Technical Support

Deployed and supported customer POS environments, combining onsite implementation with remote troubleshooting and training.

Installed and configured workstations, barcode scanners, receipt printers, payment terminals, and peripherals.
Performed software deployment, system configuration, user onboarding, and training.
Troubleshot payment processing, networking, hardware, software, and connectivity issues.
Supported PCI DSS requirements through secure configuration and troubleshooting of POS systems and payment devices.
Documented support work and collaborated with engineering teams on complex escalations.

Technologies: POS Systems · Windows · Networking · Remote Support · Hardware Deployment · Payment Processing · PCI DSS

Professional Credentials