SUMMARY:

• Superior troubleshooting and technical support abilities with software, hardware, migrations, network connectivity, network security, system security and database applications.
• Develop exceptional relationships with co - workers, management and end users.
• Ability to type 65 WPM, Multitasking Ability, Rapid Learner, Excellent Verbal and Written communication skills. Proficient in Spanish; elementary proficiency in Hindi.
• Quickly learn and master new technologies; equally successful in both team and self-directed settings; and proficient in a range of computer systems, tools and testing methodologies.

TECHNICAL SKILLS:

Ticketing Software: NoSQL-(MongoDB, CouchDB); Relational Databases-(Oracle Enterprise, Microsoft), BMC Service Desk, Service Now, Remedy, Samson, Spiceworks, ManageEngine ServiceDesk Plus.

Languages: PowerShell & Batch Scripting

Virtualization Tools: Microsoft System Center 2012 R2, Exchange Admin Center 2013, Lansweeper, Active Directory Services, MS Office 2010-2016, Visio 2016, Malwarebytes 1.75, Microsoft SharePoint, PGP Desktop Encryption, Bitlocker, BitLocker Drive Encryption Tools, McAfee Endpoint Security Platform 10.1, McAfee Agent 5.0.1-5.0.3, McAfee VSE 8.8, Microsoft Outlook 2007-2016, Cisco AnyConnect VPN, Citrix Technology, SAP Enterprise Info Management, Cisco Jabber 9.2, CompleteFTP 2.0, Bit9, Cylance, FireEye HX, Ring Central.

PROFESSIONAL EXPERIENCE:

Confidential, Atlanta, GA

IAM Security Analyst

Responsibilities:

• Responsible for Identity and Access Management for all users, servers, service accounts, and workstations in an enterprise environment running Windows Server 2012 R2, Windows 7, Windows 10, and VMware VDI Products which interoperate with FIM(Forefront Identity Manager).
• Provided daily access to File Shares, Folders, Servers, Mainframe zOS, RACF, O365 Portal, Guest Wireless, Venafi Certificates, AD Security groups, Cyberark, AD LDS instances, databases in SQL Server 2012, CRM, and Distribution Lists via both Exchange Admin Console and AD.
• Added Users to RACF mainframe(zOs 2.1); users were then added to requested RACF groups and RACF transactions; ran RACF Commands to administer and manage users in groups/transactions. IAM team was also responsible for revoking/unrevoking access to users/groups; defined new/existing users and added users to protected data sets.
• Responsible for the creation of New Users via Courion Access Assurant(Core) and manually via Active Directory (when script fails); Created New Users mailboxes within Exchange Admin, Lync Accounts in Lync Server 2013, and Mainframe access if needed.
• Granted dzdo/SysAdmin Access to users and service accounts on UNIX & Linux servers in PROD, DEV, INTG, SYST using Centrify 5.3 Access Manager; also performed creation of Centrify Zones and added users to zones(RedHat zones mostly).

Confidential, Atlanta, GA

System Administrator/Systems Security Admin

• Delivered weekly intelligence briefs to Chief Information Security Officer, along with weekly industry threat reports.
• Used PGP Desktop Encryption and BitLocker to encrypt HDD’s of Executives, VIP’s, and Finance Personnel.
• Used Bit9(Carbon Black) and Cylance to detect, prevent and analyze threats on Executive, VIP, and Finance laptops/tablets.
• Responsible for issuing security access cards to new and existing employees using ISONAS DBCrystal Access Card system.
• Responsible for Updating ”FLIR” DVR Security Camera System and Routinely Checking Security Cameras.
• Design training materials to increase User awareness & Performed Risk Assessments and Impact Analysis.
• Responsible for IAM(Identity and Access Mgmt.) tasks including provisioning new users in AD, Exchange Admin, Lync 2013, Windows Server 2012 snap-ins; granted NTFS permissions to users/group to various servers and file shares.
• Responsible for Monitoring the Network Security, installing new network devices, and configuring (Switches - Dell N3048P), (Firewalls - Cisco ASA 5510), Virtual Machines & Virtual Servers, (Dell PowerEdge R620 servers), (Network Storage Device - EqualLogic PS6210.), (Routers - Cisco 1921 Router).
• Use Lansweeper for Asset Management of iPads, Laptops, Desktops, Servers, Projectors other Network Devices.
• Responsible for Creating New Users, security groups, service accounts; configuring DNS via DNS Manager in AD and Monitoring and Maintaining the AD environment using various ManageEngine tools; deployed GPO’s to the domain level or organizational unit level. Configured and deployed Hyper-V; configured and deployed WSUS Server. Monitor Domain Controller event logs daily. Configured Certificate Authority servers and public & private key cryptography; updated DNS Entries when needed and configured DNS zones.
• Responsible for Imaging Laptops for new and existing users using WICD and DISM.
• Assist Office and Remote Users with troubleshooting Hardware and Software technical issues via TeamViewer and VPN.
• Projects: Assisted with Office 365 Migration, UPS Backup System Implementation (APC Symmetra), AD Cleanup, Windows 10 Rollout, Lync 2013 Rollout, Audio/Visual Enhancements to the Board Room and Cafeteria, VOIP Service Provider Replacement.

Confidential, Atlanta, GA

System Administrator

• Responsible for Issuing Laptops to new users and existing users.
• Implemented an imaging process using Microsoft's ImageX and DISM Tool.
• Troubleshoot various virtual desktops in an Enterprise VDI Environment within a VDI Infrastructure
• Assisted Senior Administrators with a Domain Migration of all AD Databases for each acquired domain; and consolidating them under one domain
• Added Valuable In-Depth Articles to the Service Desk Knowledgebase

Confidential, Marietta, GA

System Administrator

• Responsible for taking ownership of escalations regarding hardware and software issues.
• Supported employees for both companies via remote support tools as well as desktop support.
• Responsible for issuing hardware and software to new and existing employees as well as creating their accounts in Active Directory and the Microsoft Lync Server 2013.
• Managed an AT&T Flex worker project and assisted with the migrations as well.

Confidential, Smyrna, GA

Tier III Service Desk Analyst

• Supported the state of Georgia via remote technical support for hardware and software issue remediation.
• Responsible for taking ownership of tickets created by level 1 agents and resolving them in a timely manner, or dispatch a field technician.
• Work required a strong analytical ability to resolve complex technical issues.
• Created User Accounts in AD as well as Group Policy Objects and applied them to OU’s.
• Granted Read, Read/Write, List Folder Content or Full Access NTFS permissions to users, groups, and service accounts to various shares relating to their department, project, or job function with least privilege
• Contributed to the knowledge base by creating articles for various issues that lacked troubleshooting documentation.

Confidential, College Park, GA

Level 2 POS Technical Support Specialist

• Assisted Chick-Fil-A Operators and managers via over-the-phone technical troubleshooting within an enterprise environment.
• Assisted Chil-fil-A staff with configuration of POS Server and Back Office server swaps and installation remotely via RDP.
• Most cases consisted of register failures, network outages, server offline, store downs, issues/inquiries with software deployment & upgrades, and data recoveries.
• Engaged and tracked severity 1, 2 and 3 issues, with responsibility for the timely documentation, escalation (if appropriate), resolution, and closure of trouble tickets.

Confidential, Allentown, PA

Tier II Technical Support

• High volume call center environment.
• Received 25-35 incoming calls per day from customers and assisted them with hardware/software technical issues in an enterprise environment. Mainly supported mobile devices such as Confidential, Confidential Smartphones as well as Confidential @Home VOIP service setup and support.
• Used a ticketing system to engage and track severity 2 & 3 issues with responsibility of escalation, resolution, and closure of the incident in accordance to SLA requirements within the company.
• Inputted service requests to deploy a cell tower engineer to the site which had the signal issue; directly worked with Cell Tower engineers in the field to pinpoint signal failure issues and troubleshoot what may be causing the lack of service/signal in the user’s area.
• Provided further assistance with general account inquiries regarding their mobile device features and billing.