SUMMARY

Multi - faceted IT Business-Systems Analyst-Engineer with over 15 years’ relevant IT infrastructure experience. Solid expertise in the support, implementation and administration of Confidential -based business systems in large, mixed, enterprise environments. Subject Matter Expert through multiple project phases. Strong skills and knowledge across the Information Technology spectrum. Highly detailed, effective communicator. Proven history of successful issue resolution, customer service and process improvement, while providing high quality reporting to management. Driven partner eager for professional growth, increased responsibility and the opportunity to leverage my skills and experience from within a performance-based work culture of a growing organization.

AREAS OF EXPERTISE

• Problem Resolution and Root Cause Analysis
• Infrastructure and Database Monitoring and Reporting
• Systems Installation, Configuration and Upgrading
• Network and Systems Security Solutions
• Process Improvement and Documentation
• Data Integrity and Disaster Recovery
• Risk Assessment and Impact Analysis
• Technical Specifications Development
• Technical Support, Training and Mentoring
• Remediation and Mitigation Methods

TECHNICAL SKILLS

Platforms: SAP WM/TM,ECC; Microsoft: DOS, Windows 7/8/8.1/10, SQL Server Enterprise 2012/2014, Windows Server NT/ 2000/2003/2008 R2/2012R2 Standard, Data Center & Enterprise Editions; Android; iOS

Protocols: LAN/WAN, VPN, TCP/IP, DNS, DHCP, SNMP, ARP, SMTP, POP3, SSH, Telnet, HTML/HTML 5, WMI, JavaScript, MS PowerShell, Batch

Software: Microsoft Products: Office/365, Exchange, Project, SharePoint, SCCM, Hyper-V; Oracle Virtualbox; VMWare; Citrix XenApp/XenDesktop; BMC Remedy; LANDesk; ServiceNow; Confluence; JIRA; Dell Open Manage, Dell Storage Manager; IBM Director; SolarWinds; SpiceWorks; Foglight; Zabbix; Pulse; SAP Work Manager; etal.

Security: Linux Distros: CentOS, Debian, Kali, Helix, BackTrack, Ubuntu; Microsoft NTFS, Active Directory Data Management; Tenable Nessus; Postini Anti-Spam Blocking; Symantec Endpoint Protection, Symantec Anti-Virus; Kaspersky; Bitdefender; TrendMicro; SEIM (HP ArchSight/FireEye), STEALTHbits, etal.

Tools: Wireshark, Splunk, DShield, DumpIt/Volatility, Nmap, Rekall, LiveView, SysInternals, Regmon, Filemon, etal.

Hardware: Mobile and Multi-Function Devices and Printers, WISE Terminals, IDE hard drives, SCSI devices, NAS, routers, switches, etal.

PROFESSIONAL EXPERIENCE

Business Process Analyst

Confidential, Maplewood, MN

Responsibilities:

• Resolved systematic and process discrepancies identified which have potential to impact Intercompany Exports’ cycle time and customs compliance during SAP deployments.
• Interfaced with cross process teams and organizations - Polaris, Supply Chain, Transportation, and Intercompany.
• Led and participated in daily discrepancy resolution meetings with 3rd Party Logistics Providers.
• Resolved systematic and process discrepancies identified which have potential to impact cycle time and customs compliance.
• Systematically resolve exceptions as required.
• Interfaced with Trade Compliance to ensure accurate and timely customs documentation.
• Communicated and worked with GOS and/or COMs teams on incident investigation and resolution.
• Identified potential discrepancies proactively and worked to resolve in a timely manner.
• Coordinated reviews with GOS teams regarding IDOC failures.
• Initiated problem tickets for GOS when root cause solution was needed.
• Developed and Monitored Operational and metric based reports.
• Provided central support for OUS locations for critical issue identification and escalation.
• Developed documentation as appropriate
• Assisted with questions and trained SAP users as needed.

Business Systems Senior Analyst

Confidential, Minneapolis, MN

Responsibilities:

• Provided key end-user support for Hypercare deployments to 2,500 field uses; and improved upon the adoption of Xcel’s new SAP Mobility platform.
• Identified, evaluated and resolved SAP Work Manager Production related incidents and problems.
• Maintained knowledge of enterprise end-to-end processes, application configurations and customizations.
• Developed expertise on Mobility best practices within the context of Xcel Energy’s process design model.
• Provided reporting and analysis on daily incidents and helped develop solutions or workarounds as required.
• Developed and maintained ITSM based analytics and trend reports for the PTT Mobility and Hypercare Deployment teams.
• Used Service Now for assigning and resolving tickets.
• Responsible for key client relationships; and communicated effectively with senior management, project team members, internal support teams, project stakeholders, vendors and clients.

Systems Integration Senior Consultant

Confidential, Eden Prairie, MN

Responsibilities:

• Provided Systems Integration Consulting for Dell PhoneHome, an automated problem-detection service that remotely monitors each customer’s network and SAN connected devices providing proactive alerting on incidents.
• Provided level-III Support for Autopilot engineering.
• Authored technical run books to facilitate the maintenance and supportability of the Dell PhoneHome virtual infrastructure.
• Tracked and resolved incidents using SLM best practices and provided regular feedback to developers for future integrations.
• Performed weekly implementations of .NET binaries, Windows Services and .SQL code to multiple staging and production environments following ITIL Change Control and SDLC best practices.
• Performed base lining to reduce false positives and improved systems reliability thru monitoring and proactive performance tuning.
• Worked with development teams to resolve bug cases and other application issues as required.
• Continuously worked to enhance the sustainability of all Dell PhoneHome applications through application monitoring, automated tools, scripting, and SQL data queries and Business Intelligence analysis.
• Work Environment: Microsoft Windows Server 2008R2/2012R2, MSMQ, MS Clustering, MS Hyper-V, MS SQL Server Enterprise 2014, IIS; VMWare.
• Tools Used: Microsoft SQL Server Management Studio, PowerShell; DTSearch, Dell Storage Manager, SecureCRT, BMC Remedy, HP Service Manager, Confluence, JIRA.

Information Security Engineer

Confidential, Minneapolis, MN

Responsibilities:

• Participated in daily meetings with the Security Operations Center (SOC); assisted with IT policy development; created a malware test lab and POCs; performed risk assessments; AD clean-ups and developed remediation procedures for the new IT Helpdesk.
• Investigated suspected and actual security threats using Root Cause Analysis (RCA) and forensic analysis to assess damage, repair issues and recommend measures to prevent future incidents.
• Provided technical administration and operational support for identity management and access control, security infrastructure, anti-virus management, software vulnerability management and security event monitoring.
• Developed remediation procedures following the aftermath of a security breach or attack.
• Developed Incident Response guidelines for the new IT Helpdesk
• Developed company security policies and procedures based on NIST and SANS guidelines to govern corporate security, email and Internet usage, access controls and incident response.
• Assisted with the implementation of Microsoft Forefront Identity Manager; and in the development of its long-term roadmap.
• Used Splunk for monitoring.
• Work Environment: Microsoft Windows Server 2008R2/2012R2, Microsoft Active Directory, Forefront Identity Manager 2010R2, MS PowerShell, Tenable Nessus, Symantec Antivirus, Stealthbits.
• Security Distros (Tools): Linux (CentOS, Debian, Kali, Helix, BackTrack, Ubuntu).

SAP Support Consultant, Technical Analyst

Confidential, Vancouver, WA

Responsibilities:

• Among the first to partner with this new business startup company, I developed the internal Hyper-V infrastructure and assisted with the build-out of the Virtual Server Infrastructure using Rackspace™ Managed Hosting.
• Participated in daily scrum meetings and focus groups to develop and improve company procedures.

Senior Systems Engineer, Level-II Lead

Confidential, Edina, MN

Responsibilities:

• Served as Level-II Lead for application, hardware, network and mobile device support.
• Produced, maintained and deployed application packages for remote installation using Symantec Altiris 6.0.
• Configured Pre-Boot Execution Environments (PXE) from Microsoft’s WDS and authored Answer Files utilized for image deployment across multiple architectures.
• Tracked and resolved incidents in Service Now.
• Expanded business reporting.

Technical Analyst

Confidential, Plymouth, MN

Responsibilities:

• Completed several on-premise MS Exchange to MS Office 365 migrations and engineered Remote Workplace SBS2011.
• Restored corrupt Maximizer database and updated e-Time/ADP server.
• Replaced and configured Cisco small business routers.
• Administered Exchange, Active Directory, IP Phones and other internal systems for onboarding new employees.

Systems Administrator

Confidential, Plymouth, MN

Responsibilities:

• Managed IT systems and network connections for remote users; and ensured high levels of availability and security.
• Implemented Splunk for monitoring and search ability.
• Completed new hire technology configuration including: Cisco 800 series router configurations, IP Phones, administered Active Directory accounts and GPO assignments; and MS Exchange accounts.
• Implemented POCs for potential monitoring solutions to include LANDesk and SpiceWorks.

Senior Associate Infrastructure Analyst

Confidential, Eagan, MN

Responsibilities:

• SME for the planning, implementation, maintenance and sustainability of Confidential ’s infrastructure applications and services in a mixed-platform, global Confidential server environment.
• Maintained over 2,500 physical, IBM Blade and VMWare Confidential servers, both local and remote.
• Standardized guidelines for improved accountability and security for existing and new Windows Service Accounts.
• Performed software implementations and provided admin support via a variety of middleware products including SharePoint, SMS/SCCM, Dell Open Manage, IBM Client Center, IBM Director, Tivoli Storage Manager, Postini, TrendMicro Control Manger, BigIP, Mice and Men, Symantec System Security Center, Veritas Backup Exec and EMC Avamar to name a few.
• Provided day-to-day and on-call support for infrastructure services including: Kewill, FedEx, Automated Order Processing, Terminal Services, Anti-virus, RightFax, FTP/FTPS, IIS, backup and restore, multi- function devices and networked printers.
• Performed database backup/restore/recovery operations for MS Access and SQL Servers.
• Served as a liaison between technical staff, management, end-users and vendors.
• Participated in Change Advisory Boards consulting on design and implementation for a multitude of software products and services and configuration architectures.
• Provided on-site and remote diagnoses and resolution of computer hardware and software incidents.
• Communicated with remote sites / vendors providing hands-on to resolve hardware issues, exchange tapes for backup/recovery or to perform modular hardware replacements for local servers.
• Documented all server and network problems and other unusual events in detail, enhanced kb library and prepared data for CMDB migrations.
• Performed problem diagnosis, optimization and performance improvement for servers.
• Led project to migrate Windows NT/2000 FTP sites with no previous accountability to Windows 2008R2. Engineered Site Servers and developed best practices to administer FTP and FTPS services for internal/external clients.
• Subject Matter Expert for virtual printers, Citrix 4.x, Symantec System Center, UC4 endpoint install/configs, IIS, FTPS Site/Server Administration, Veritas Backup Exec, VSS Shadow Copy, database backup/restore; cluster fail-overs and Confidential system/service/data backup and restore; and systems monitoring and alerting.

PC Programmer Analyst

Confidential, Eagan, MN

Responsibilities:

• Provided Level II and Executive Support for Printers, Desktops, laptops and mobile devices for multiple divisions and affiliates.
• Trained junior members of the IT Service Desk thru brown bags and knowledge transfers.
• Diagnosed system hardware and software incidents; performed remediation of Malware and Root Cause Analysis.
• Remained up-to-date on the latest technologies and solutions applicable to company products and services.
• Was escalation point for unique customer concerns, identifying trends and implementing solutions.
• Identified and resolved technical issues using a variety of diagnostic tools including open source and freeware.
• Resolved customer issues in a clear, courteous and straightforward manner.