SUMMARY

• MCP Certified in Analyzing, Managing and Maintaining Microsoft Windows Server Environment within Active Directory, BMC Remedy IT Service Management, Oracle Identity Management, Oracle Identity Governance, ITSM Access Request Management (ARM), Remedy IAM Governance and third party IAM/EAM Governance - based Identity and Access Management Software Solutions.
• System Administrator/Engineer Support with 20 years’ experience diagnosing and resolving technical/user inquiries. Proficient in Windows-based environments, Windows Active Directory Environment, Internet, and MS Office applications. Able to clearly understand problems and find positive solutions through use of troubleshooting, problem solving, teaming and communication skills.
• Accomplished I.T. Professional specializing in customer service and support of Windows Server, PC and Networking. Described as a leader from fellow co-workers as well as a very savvy self starter who’s adept at moving into new technology environments with the ability to adapt to new technologies fluently. Excellent communication, collaboration and project management skills that allow for work in a team environment as well as individual contributor. Bilingual English and Spanish.

SKILLS 

• BMC Remedy IT Service Management
• Remedy Access Management
• Oracle Identity Management (OIM)
• Oracle Identity Governance (OIG)
• BMC Remedy Data Import 9.1
• BMC Remedy / PAC 2000 Ticket System / ITSM Remedy Onboarding Tools and Reports.
• Enterprise Information Security (EIS)
• Enterprise Access Management (EAM)
• Corporate Risk Management (CRM)
• ITIL / ITSM
• Third Party Identity Access Management Solutions
• eSmart Reporting Tools
• Microsoft Active Directory 2000, 2003, AD 2008, AD 2012, 2012 R2
• CA ServiceDesk Ticket System
• ITracker Ticket System
• Global Ticket Incident Support Analyst (200,000+ Users)
• Virtual Desktop Infrastructure (VDI)
• VMWare View 5
• VMWare Administrator
• VMWare View Client
• Project Management (SDLC)
• Microsoft Windows 7, 8.1, 10
• Microsoft Windows Server 2003, 2008, 2008 R2, 2012, 2012 R2
• Identity Access Management
• SafeNet Remote Access Administrator
• SharePoint
• NetIQ
• Document Research
• Procedure and Application Documentation Creation
• Process Analysis
• Systems and Applications UAT Testing Scripts and Cases
• Desktop Support
• System Analyst

PROFESSIONAL EXPERIENCE

Confidential, Charlotte, NC

IT Business Analyst III / IAM

• Manage work queues for Support Group and Users Adds, Changes and Deletes with Process Roles, Entitlements, Permissions and Functional Roles alone with Incident Management, Problem Management, Knowledge Management, Change Management and Service Level Management at the System Administration Level.
• Requirements of the Gathering & Analysis of BOA Incidents Roles and Responsibilities.
• Grant Roles, Permissions and Entitlements via BMC Remedy IT Service Management (ITSM). Performed Quality Assurance, System Integration and User Acceptance Testing facilitating on-time, on-budget and acclaimed “go-live” of enterprise implementations for all global users.
• User Acceptance Testing of Remedy via SIT, DEV and UAT Lower Environments.
• Responsible for ITSM Onboarding Resources engaging Domain and Line of Business with System Administrators, Subject Matter Experts and other Project resources to successfully ensure Improvements to people Readiness, Documentation, Data Manipulation, Reporting and User Onboarding.
• Exercised the using of ITIL Foundation and ITSM for all project Enterprise Implementations.
• Work with cross-functional teams in the development, documentation and delivery of process innovations driving the attainment of business goals.
• Collaborated with stakeholder groups across the organization to ensure Business and Technology alignment. Proposed solutions meeting defined specifications and needs.
• Work in conjunction with all Remedy Onboarding Tools and Reconciliation Reports.

Confidential, Charlotte, NC

Information Security Analyst - 4

• Support Oracle IAM Solution Error Handling Queues on a daily basis.
• Worked as a Team Member of the Enterprise Access Management Team (EAM).
• Worked as a Team Member of Confidential Enterprise Information Security Team. (EIS).
• Worked as a Team Member of the Corporate Risk Management Team (CRM).
• Analyzed and Reconciled Daily Recon Reports for Accounts, Entitlement and Roles.
• Member of the PS3 UAT Team for the testing of Oracle Solution Support Team.
• Provide technical support for routine security related issues.
• Record, submit and track IAM Solutions problem tickets.
• Worked with the IAM Solution Support Team Members to test use cases and scripts.
• Work with user ticket issue reports into BMC Remedy, PAC2000.
• Worked on Error Handling events in Oracle Identity Management Queues.
• Managed the access of users Privileges, Access Administration and Certificates.

Confidential, Rock Hill, SC

Business Systems Analyst

• The SME for Global Active Directory Access on multiple Business Applications. (VPN, SharePoint, VDI, Skype…)
• Creation of Lotus Notes User accounts in conjunction with Active Directory.
• Creating User Accounts for Skype users.
• Responsible for providing access to Remote Desktop users via Active Directory and Lotus Notes.
• Creating the assigning the actual SafeNet Remote Access Program and Permissions in Active Directory.
• Responsible for Active Directory Global Access Management.
• SME on VisionAir Active Directory Global User accounts.
• Assigning Permissions for VDI Remote Users.
• Responsible for all VDI (Virtual Desktop Infrastructure) account issues.
• Responsible for assigning Users in Global Active Directory to requested SharePoint Sites.
• Global design and creations of Application Documentation from start to finish on SharePoint.
• Serve as a liaison between the client area, Project Management Team and technical organization.
• Responsible for the choosing and interviewing process for new department hires.
• Controller of ticket distribution for I.T. Support Department.
• Provide technical assistance in identifying and evaluating automated systems and related procedures.
• Provide centralized incident management process for ticket escalations and outages.
• Worked with the Project Management Team to assist in the production validation for system enhancement and infrastructure changes.
• Member of the Project Management Team from start to finish in the testing phase.
• Perform system availability validation for deployment releases.
• Demonstrated proficiency in managing daily operations support and system development life cycle.
• Worked with Application Development Teams to validate, test and resolve production issues.
• Coordinated software package deployment efforts for multiple small-medium and global sized projects.
• Determined the scope and configuration of software for packaging and deployment.
• Incident coordination with developers and the business.
• Participated in and supporting change management processes and the ability to set priorities and manage multiple projects simultaneously.

Confidential, Kings Mountain, NC

Senior Data Center Analyst

• Used Xmatters and Everbridge as an agent for Alert Notifications.
• Performed System Status, Stability and Analyst using NETIQ.
• Total Global Access with Active Directory for customer issues.
• Perform “Hand and Feet” requests from customers for replacement drives, switches and fiber optics etc.
• Respond to specified customer ticket contacts and automated alerts within a 15 minute SLA.
• Responsible for the processing, commend line entries, loading and unloading of media tapes.
• The use of media DR for IBM AS400 and Unisys Tape Management systems for Daily Backups and Recoveries.
• The use of a variety of tools and resources to monitor system readiness and report status changes as needed.
• Expert knowledge of ticket tracking systems like InfoPacc, BMC Remedy, CA Service Desk Manager and iTracker.

Confidential, Hackettstown, NJ

Systems Engineer / Project Management

• Supported day to day operations of the corporate LAN server environment consisting of Windows 2000/2003/2008 R2 servers in a multi domain environment. Performed administration of servers.
• Created and managed user groups and accounts in an Active Directory environment.
• Responsible for day-to-day operational maintenance, support, and upgrades for Windows operating systems, workstations and servers.
• Performed troubleshooting of computer systems and related equipment.
• Performed software and mechanical upgrades.
• Diagnosed hardware failures and user errors.
• Performed full system tape backups and emergency tape recoveries.
• Performed hardware and software support and installation.
• Participated in field installations, engineering and customer support.
• Performed routine maintenance on all types of computer equipment and printers.
• Performed in-home setup of computer systems and related equipment.
• Investigated and resolved computer software and hardware problems.
• Provided end user training for new installed Systems, Applications and Programs.

Confidential, New York, New York

System Administrator

• Provided end user support.
• Maintain MS Active Directory User Accounts
• Instructed users on the use of equipment, software, and manuals.
• Maintained data security and integrity.
• Setup computer systems and related equipment.
• Replaced defective or inadequate software packages.
• Installed and tested new upgrade software releases as requested.
• Installed and upgraded computer and network components.
• Responsible for LAN/WAN networking product.
• Assisted with special projects such as network cabling.
• Performed routine maintenance on all types of computer equipment and printers.
• Performed troubleshooting of computer systems and related equipment.
• Coordinated implementation of new departmental procedures.

Confidential, New York, New York

LAN Administrator / Project Manager

• Lead Project Manager in the designing, evaluating, auditing, and purchasing off all Y2K Accounting and all needed applications and hardware products for North America, South America EMEA and APAC.
• Provided technical support to all departments on software and hardware issues and cross-connected multi-platform network systems.
• Designed the construction of Active Directory in a Windows 2000 Advanced Server.
• Worked as an in-house consultant researching alternate approaches to existing software and hardware.
• Updated core components of the program to meet Y2K compliance.
• Worked with management and customer service representatives to design a Point of Sale (POS) Program.
• Skilled in administering LAN and WAN applications including, TCP/IP, Ethernet, ISDN, and Novell NetWare.
• Trained and Certified in website construction using HTML Hard Code, CSS, HomeSite, DreamWeaver and Microsoft FrontPage 98.
• Experienced in desktop publishing and layout.
• Developed and modified reports as required using MS Access and MS Excel.
• Established a corporate standard desktop.
• Created and maintained user logins and passwords.
• Assisted management and other company employees in solving computer related problems.
• Developed schedules, resource allocation plans, and system test plans.
• Performed troubleshooting of computer systems and related equipment.
• Managed effort to ensure equipment and software was Y2K compliant.
• Maintained data security and ensured the integrity of any information added to the database.
• Managed support system engineers performing on-site customer service and maintenance.
• Participated in field installations, engineering and customer support.