Windows XP,7,8

Complaint Handling Resolution

Network Connectivity

Wireless/VPN

System Recovery

Helpdesk/Call Center

Technical Troubleshooting

Front-End Supervision

Phone Online Support

Problem Diagnosis

LAN/WAN

MS Exchange/Management Console

Teambuilding Training

System Upgrades

User Training Support

Offshore Team Collaboration

Server Support

Printer Troubleshooting

Confidential

IT Product Information Specialist

Responsible for facilitating the company objectives for electronic transactions involving product data collection, review and synchronization for internal vendor support in Merchandising. Analyze product data for accuracy and completion and coordinate work with third parties both domestic, international and solution providers.

• Develop new process enhancements that relates to product information collection for all downstream systems for usage across the organization
• Hands-on experience and knowledge with setting up special order items within the AS400 Product Content Management PCM for night batch automation.
• Worked with the automation team to created reports using Access database and Vlookup, and enter data into the MS Excel spreadsheet and manage data clean up
• Run, review, analyze and distribute daily, weekly and YTD reports metrics for management.
• Ran macros, queries and export data using MS Access for the Lowes environment .
• Modified and enhance exiting in house application to perform more efficiently and effectively and collect data from web-based reporting applications, and the web analytics platform
• Knowledge of footprints tool and worked tickets in queue assigned per vendor.

Confidential

IT Business System Analyst

Act as the liaison for Customer Information Systems for multiple online banking projects between Bank of America, Merrill Lynch for Global Service and Small Business Technology HUB business units and support teams working on ML Client data. Defined, coordinated, scheduled and assigned project tasks and performed QA,

• Collected and analyze the project's business requirements and provided knowledge to the technical and development teams.
• Communicate with internal teams and external clients functional requirements, specifications and testing using the CIS development web base knowledge and concepts of UI validations, GUI screen and features.
• Documented process mapping and flow using MS Project and Visio and acquired analysis and workflows and obtain sign-off from the appropriate client.
• Hands on experiences writing and executing detailed BRD's, SIW's, ERP, test scripts, test scenario, system interfaces, synthetic transaction monitoring, traceability, functional certifications, User Acceptance Test UAT activities, data modeling, UML for customers applications web services and Merrill Lynch front-end online projects for customer business.
• Worked with support teams to coordinate, testing, defining standards and documenting for production support and evaluate new applications, functions, and determine issues in services, software and customer system process.
• Worked with multiple phased projects document and created use cases, mock ups, testing specifications, for the SDLC process
• Used Quality Center Tool Suite Smart Edge, Dashboard, Nexus, and Clarity for test case, defects, incidents and other reporting status and MS SharePoint and Nexus for all projects to track and report project status timelines and Phases.
• Provide backup coverage for Release management as Assistant Manager in the Customer Information System Control room CIS on releases, integrations and conversion weekends and participate in meetings and discussions.

Confidential

IT Support Specialist

Managed and troubleshoot inquiries regarding user's computer software/hardware operational issues and resolve problems in a timely manner. Install and perform minor repairs to hardware, software, or peripheral equipment. Maintain records of daily data communication transactions, problems and confer with users on a helpdesk environment.

• Develop training materials and train users in the proper use of hardware or software.
• Troubleshoot and provided RACF Security Administration support, created, modified, reset, updated, grant permission , delete, maintain and monitored system access for user IDs for LAN Novell/AD , Mainframe RACF , and LAN/WAN and MS Outlook.
• .Performed computer diagnostics to resolve problems and provide technical assistance support and setup and configuring laptops for users with wireless Wi-Fi access.

Confidential

Business System Analyst II

Confidential and interact with Programmers, Project Management, Development, Testers, Mainframe support, NCG, and application support teams in the TCoE for 120 MM project for the MBNA bank merge. Supported 88 Applications including retail and financial applications which spans over 200 business and application teams.

• Assisted with end to end testing management, requirement gatherings for the Project, scripts execution and Single Point of Contact SPOC for statistics, triage, UAT and escalations on all aspects of testing.
• Monitored, track and reported all milestone activities related to Project status and update the milestone activities tracker daily, escalate defects or issues to the Shift manager.
• Provided schedule management and communicate event schedules, daily/weekly test status, environmental and performance testing status.
• Oversee all remaining incidents/defects resolution for effective project to BAU operations.
• Provided and assisted with oversight of all testing related tasks, including incident tracking/reporting, and issue resolution, assisted the Quality Assurance group to ensure test scripts cover defined functionality.
• Maintained assigned defects or issues as reported to the Triage Team using the Mercury Quality Center, MS communicator, Share Point 2007, MS Outlook, Visio, Microsoft Office 2004 tools.
• Facilitate problems, Bridge line calls to engage the appropriate support teams to resolved the defect and updates the summary of completed task to the Shift manager
• Triage all Sev1, Sev2, sev3 defects according to urgency assigned to the Triage Team until resolution
• Attended defect bridge call status meetings on daily basis interacting with Application Support Teams, Developers, Management, Programmers and testers.

Confidential

IT Production Support Analyst

• Monitored the Master console for operation server alerts of a large web portal, elevated inquires, communications , windows operating system IT protocol and network for over 1000 productions servers 24 X 7,AS400 and VM Servers provided NT Server Administrator and VERITAS Netback up Support Administration.
• Monitored network servers, printers, applications availability and performance logging the incidents using the Picasso Remedy Tracking tool and apply corrective actions resolve incidents
• Maintained and monitored Lotus Notes, MS Outlook, MS Exchange , HP Open view, Automation Point Viewer, Maximo v7, BMC Event manger BEM Tivoli Event Console, Mainframe CICS,CA-7 daily for any system problems
• Provided guidance, support and follow up with customers Supply Chain request solving computer, server, mainframe, printer, TSM, Lotus Notes applications and other related problems.
• Confidential for customers via phone, emails, incidents, MS communicator and provide resolution for escalated inquires within the Data Center. Worked closely with the programmers, Windows Server team, Supply Chain Service Helpdesk, and Mainframe Support teams to ensure technical timely resolution on issues for users.
• Performed application monitoring using corporate tools HP Open view, OVOW BMC tools BMC Event, Problem, Incident, Change, Configuration, Asset management, and Service impact Management , ITIL, Netback up, Lotus Notes, Wintel servers, Cisco networks for the Data center
• Rebooted E-servers, Blade logic Servers and Unix Servers upon request and run the Server backup Exception TSM report daily to investigate the missed, failed servers
• Perform periodical Health Checks for TSM servers and migration activities.
• Monitor TSM tape library management interface and update daily Tape Statistics and send tapes off-site to Disaster Recovery.
• Attend bridge call morning meetings daily to discuss upcoming events and outages.

Confidential

Security Analyst-IBM Global Services

• Initiated resolution of software problems through internal resources but not limited to support personnel.
• Troubleshoot issue with caller to identify problem, resolve and escalate to the support team for closure and customer satisfaction.
• Confidential systems using Excel for Confidential IDs and run Revalidations, recertification's monthly, quarterly and annually. Supported, received, analyzed, and prioritized incoming requests for security access via email and phone using Picasso Remedy tool. Create, add, define user IDs and change user accounts, security profile, authorizations, accounts, security profiles, organizational levels, transaction codes and job roles. Applied quarterly audit tasks to120 financial applications. Monitor Application request database,created,change, Modify ID's per request
• Assists with special projects, research existing and recurring technical problems with user access to identify root causes, develop, coordinate, and implement solutions.
• Assists Senior Staff with security consulting, complex security projects related to data access, integrity, confidentiality and business continuity
• Manage quarterly SOX remediation, audit history of review permissions security profiles, privileged users activity, changes, failed login attempts, logical access failures, organizational levels, transaction codes and job roles,
• Validate access control lists follow up, database schema changes direct data access events, and verify that all permissions reflect user roles, responsibilities and perform quarterly audits.
• Responsible for access violation reporting, security access. Creating, deleting, updating ids, roles and managing access to resources
• Create LAN and RACF Id's and grant access to file shares, folders, RACF databases, Active Directory and groups, creating/deleting/updating ids, roles and managing access to resources, domains ,reset passwords on all platforms and resolve IT security issues using Active directory 2003.
• Perform support for Active Directory, LDAP, UNIX,AS400, Mainframe, Maximo V7, RACF, MS Exchange mailboxes, Outlook all request for mailbox creations, public folders, distribution list creation, email address change, mailbox limits, FTP Access request, Microsoft scripting, group and recipient policy, replications, recipient update services Troubleshooting access issues in UNIX, SMTP connectors, Active Directory domain, Microsoft Exchange and Outlook Client, Tivoli and Windows server 2003 performing system testing of security utilities and tools.
• Cleanly boot and shutdown the system, add and remove user accounts, use backup programs, perform and maintain system database files groups, hosts, aliases.

Confidential

Desktop Support Analyst/Team Leader IBM Global Services

Confidential support for commercial accounts troubleshooting issues for LAN/WAN, Cisco routers switches,Mainframe,AS400 Networking, Firewalls, Server Administration, system access applications remote connectivity, patching and problem resolution internal / external customers. Work closely with the developers and other support staff documenting operating procedures.

• Provides day-to-day support for network infrastructure, internal desktop systems software/ hardware, installs, and network issues.
• Committed to answering 30 to 60 calls daily for the commercial accounts.
• Supported Dial up networking and WAN/LAN and Virtual Private Network connectivity.
• Provided IT support for Mainframe MVS , PC/LAN, UNIX,AIX, A400,Maximo v7, Windows NT or Windows 2000, 2003 on Unix server web-based systems, application
• Updated Moves, Adds, and Changes and communicate with customer regarding requests, system upgrades, patches, workstation configuration, and imaging.
• Create and review tickets using the Remedy and Peregrine Tracking System and respond to request or route tickets to other IT support teams for resolution.
• Team Leader/SME for agents on the Helpdesk and provide technical direction for several commercial accounts in a Call Center environment.
• Support interface and database processes and coordinate releases and vendor support
• Take direct request from users via phone, emails, Sametime Instant Messaging and maintain passwords, data integrity, and file system security for the desktop environment.
• Provided end-user support for windows operating system, network administration, TCPIP, , Microsoft Exchange/Outlook, Active Directory Domain, Microsoft Office Suite 2003, SQL Server 2000,2005, Microsoft Share Point 2007,
• Managed contractors, time sheets, verified hours worked weekly and submitted hours to payroll.
• Works directly with vendors/programmers and L3 support regarding problems and related issues, and configure hardware/software for resolution
• Trained new hires on company policies and procedure, implement and update procedures for the internal and external accounts

Confidential

Senior IT Specialist -IBM Global Services

Confidential environment for internal and external customers with Lotus Notes server upgrades, Password Resets, system administration, mail file upgrades, restores, server seats access to database, mail template upgrades, configurations, tuning TCPIP, monitored and troubleshooting replications. Mail routing working remotely to provide root cause analysis supporting over 8000 internal/external users.

• Set up and configure settings on domino notes servers, compact databases, fix corrupted files and enable the server to run at maximum and efficiency.
• Managed and troubleshoot database access, queries, and replication issues.
• Add, removed and certified users and manage moves from one domino home server to another using the backend process and Lotus Notes agents.
• Responded to users request and handled all escalations and provided root cause analysis.
• Manage/Backup databases files and perform mail file restores on Lotus Notes/domino server platform and test and modify existing databases and reviewed server logs on the Web Content Manager
• Schedule, plan, and assist with installation, testing of new products for computer systems and release management
• Made modifications using ID management, user management, group management, change management for users access levels for segments of databases and Lotus Notes servers.
• Worked as part of a project team to coordinate database development, migrations and consolidations.
• Assisted with the IBMUS Lotus Notes Consolidation Project and Y2K project, tested and ran code pushes and scripts for the Lotus Notes environment through portal.
• Supervised contractors/regular employees and maintain the daily workload, trained and provided technical support for the team.
• Attend weekly/monthly business meetings to provide feedback on any issues or changes.

Confidential

Technical Support Specialist/Team Lead-IBM Global Services

Confidential center/Helpdesk agents supporting several commercial accounts for IBM Global Services Helpdesk 24/7.Troubleshooting and resolving, network printers, servers, workstation set-up, installations, upgrades, TCPIP, routers, VERITAS Netbackup and configurations using asset management, work order management and configuring complex client information systems.

• Manage site conversions, moves, migrations, workstation deployment , backed-up and performed heavy disaster recovery, restored retrieved, archive data using Tivoli Storage Management supported over 3000 users.
• Responsible for issuing Lotus Notes, LAN, Maximo v7, Mainframe, AS400 IDs, passwords resets. Research write, update, maintained the Procedures Contacts databases for the Help Desk, Customer Service Trainer for IBM new hire customer service representatives and team Mentor
• Provide L1, L2/L3 hardware/software support for external customers Specializing in Lotus Notes, OS/2, Netscape Navigator, Windows 95/NT/ IMS, CICS, TPX, client-server, Windows, LAN/WAN, AS400, Mainframe, TSM Tivoli Storage Manager , Unix,AIX, VM applications and networking environment.
• Highly proficient in the operation/management of Cisco routers, switches, firewalls.
• Take direct calls from users via phone, emails, Sametime Instant Messaging, and performed problem determination to solve hardware/software problems for various Terminals, PC's, printers, mid-range, Mainframe, client-server, and other peripheral.
• Provided hardware/software troubleshooting, problem resolution, root cause analysis determination interfacing with technicians, vendors on software/hardware and wiring workstation building and configurations, imaging and committed to 35 to 60 calls a day.
• Provided second/level hardware/software support for uses with network printers, servers, workstation set-up, installations, upgrades, TCPIP/ gateways, routers, VERITAS Netbackup and configurations. Operating systems support - OS/2 Warp version 3 4, Windows 95
• Application support - Microsoft Office2003, Access, Microsoft SQL Server 2000,2005 Microsoft Share Point 2007, Microsoft Windows XP, Lotus Notes 3.3, 4.12, 4.5, 4.6,Protocol support - Net bios, SNA 802.2, TCPIP
• Established and maintained user accounts, troubleshoot network outages and connectivity and provided NT Server Administrator and VERITAS Netbackup Support Administration
• Maintained and supervised the daily activities on the Helpdesk, monitored and reviewed the call volume, trained and provided technical directions, and provided feedback to consultants and management.