SUMMARY:

• I am Insightful, results driven IT professional, with hands - on experience in ITIL Service Development Life Cycle Management.
• With a proven track record of desktop and network troubleshooting skills, Active Directory, VPN, SCCM, DLP, WAF, and Change Management.
• Well-versed in direct and remote analysis with strong analytic thinking, communication, and people skills.
• Able to thrive in fast-paced and challenging environments where accuracy and efficiency matter.

EXPERTISE IN:

• TripWire Enterprise
• Red Hat Linux
• Project Management
• Weblogic & Apache
• LAN/WAN Architecture
• Oracle Database 08,10,13
• Windows Domain Administration
• MS Office / 00/03 / 07/10/13
• Excellent Communication Skills
• LAN/WAN Technologies
• PCI DSS
• Active Directory
• IIS Service
• ITIL Foundation
• MS SQL Database 2008/10/12/R2
• IDS/IPS
• WebDefend - (WAF)
• QRadar
• McAfee DLP /EPO /SafeBoot
• SiteScope - (WAS)
• Cisco SecureWorks Monitoring

PROFESSIONAL EXPERIENCE:

Confidential, Saint Louis, MO

Information Technology System Administrator

Responsibilities:

• Provided resolution, w/ focus on resolution analysis, and 99.9% uptime, Service and Strategy Management in resolution to network and wireless connectivity.
• Monitored and resolved Symantec Antivirus related issues as per virus scans, Application update and administration, while monitoring PII vulnerabilities per Confidential and or vendor clients.
• Meeting and exceeding Service Level Agreements of assigned tasks; Promoting proper SLA governance, and ITIL Policy foundries, via ITSM ticket escalation applications, and managing administration tasks, Documentation of resolution and submission. Strong knowledge in PDA devices, HOTSPOTS, and Air cards, MS Office Product Suit and VOIP communications, Updated ITSM Ticketing systems by documentation, troubleshooting procedures, issue resolution, and or escalation purposes.
• Practiced ITIL security as performing Customer Password Revocation and access per McAfee Enterprise DLP Password reset, User Token validation and update.
• Identification of Security PII information as well demonstrating Security Management reporting and providing guidance of severity level and remediation within an Enterprise environment.

Technologies: Active Directory Administration, Guest Wireless, Confidential Data Encryption, Remedy, Symantec Antivirus / McAfee Endpoint Encryption, Exchange Administration, Safe Boot, RSA Administration, MobileIron (Mobile Mail), WebEx Conferencing, SFTP access, Microsoft Office 2013, WIFI/Network Connections, DLP, SQL Server Manager, ITSM.

Confidential, Saint Louis, MO

Information Security / Compliance and Control Analyst

Responsibilities:

• Drafted and implemented information security policies and standards in accordance with Confidential ’s goals and objectives and in compliance with regulatory and statutory requirements including PCI-DSS, HIPAA, etc.
• As part of the system requirements definition phase of IT projects, conduced high level threat risk assessments to support the Confidential \ Confidential Environments, related to POS Point of Sale terminals), Ccas card data tokenization, and security components of every project.
• As part of the implementation phase of IT projects, coordinated or conducted vulnerability scans to ensure that the systems deployed were secure before going live. Functional knowledge of web-based ecommerce technologies, HTML, JavaScript, etc.
• Perform information security risk assessments on new products and systems; periodic information security risk assessments of existing systems; and information security risk assessments and audits of third-party vendors.
• Demonstrated knowledge of regulatory compliance requirements including PCI-DSS, HIPAA, etc.
• Strong working knowledge of information systems security standards and practices (e.g., access control, system hardening, system audit and log file monitoring, security policies, and incident handling).
• Demonstrable knowledge and experience with SIEM, IPS/IDS, Vulnerability Scanning, Penetration Testing, Incident Response, and APT Methodologies.
• Excellent understanding of TCP/IP and network communications. Proven knowledge of network and server infrastructure technologies and devices including firewalls, routers, switches, etc.
• Within the Info Security side of compliance, worked within Active Directory, User Builds/Deletes, updating user roles, groups, policies, Exchange Administration, Creation of VPN Accounts, Password Lockout management application (Cyberark), and provided access to the H
• My troubleshooting level was Tier 2 and 3 administration. Provided Administration to the Confidential VCenter VmWare Administration Management Console via Tripwire Enterprise. Consisting of Vmware configuration, User Access, Administration, Change management, and vulnerability analysis.

Technologies: Active Directory Administration, HIPPA, PCI/PII DSS, SQL Database Administration 2008/ 2012/ 2012 R2, TripWire Enterprise, Site Scope, Trustwave WebDefend, Cyberark, Cisco SecureWorks, MS Exchange Administration, QRadar, Password Lockout Application, ITIL Change Management, Service Management, Symantec Antivirus / McAfee Endpoint Encryption EPO DLP, VCenter VmWare Administration

Confidential, St. Louis, MO

Windows Deployment Analyst

Responsibilities:

• Each computer device is configured to meet the required functionality as determined by department management.
• This includes removing files from their desktop, deleting personal files, audio, video, and any files not business related.
• Application, Database and Hardware inventory assessment, Creation of profiles based on roles for workstation hardware, software and privileges. Replacement or enhancement of existing non-compliant computers.
• Provide an understanding of the process(s), knowledgebase, and documentation of software, services, and functionality.

Technologies: IBM (Lenovo), 4-port USB Switch, Package installs, Windows 7, Office 2010.

Confidential, Earth City, MO

Systems Support Analyst

Responsibilities:

• Provided level 1 technical support to users and managerial staff. Troubleshooting issues such as re-imaging new and old PC desktop’s and newly purchased PC desktop’s and Laptop’s.
• Clear understanding of commonly used ticketing system.
• Self-motivated with strong attention to detail. Analytical, clear communicators, able to speak and write legibly to all cross-platform management levels.
• Provided an understanding of the process(s), knowledgebase, and documentation of software, services, and functionality.
• Understanding of enterprise server security technologies, networking & security protocols, authentication schemes and technologies.
• Reimaged new PC’s and configured Mimosa for Microsoft Office 2007 and 2010 on the end-users Computer.

Technologies: IBM (Lenovo), Confidential Optiplex 790, 755, 745, 620, 280, Aten (USB KVM Switch), SCCM - Package installs.

Confidential, Saint Louis, MO

Central Monitoring Engineering Analyst

Responsibilities:

• Provided support of access through Active Directory Administration within my nightly shift. Assisting multiple departments, manager’s, and client’s resolving users password issues, Account lock out’s, and Adding/deleting.
• Currently while working with middleware technologies like WebSphere, MQ Services, Apache, Tomcat, and BigIP, Web Portals. Ports, IP Switch Configuration.
• Provided validation of port, Automated Validation Process and steps w/ escalation of trouble issue processes for resolution.
• Network consists of multiple flavors of Microsoft, Terminal servers, probes, Linux, and UNIX products including SAN, EMC, and NetApps Storages etc. While using BMC Remedy Ticketing client addressing alerts immediately, documenting, resolving, and escalating with follow up of resolution.
• As shift performance approving deployments, re-starting servers/clusters after deployment, troubleshooting alerts on test/production servers, and support application issues using multiple tools such as MoM, Anchor. Atlas for troubleshooting.

Technologies: Atlas, WebSphere, MQ Services, Apache, Tomcat, AVS (Auto Validation Service) Console, Member Portal/BIG IP, Production Portals, Atlas, Anchor (IBM), Active Directory, Remedy ticketing, BMC Error Monitoring client, Exchange Office Email client, Various Flavors of Microsoft, Linux, Unix server boxes, Switches, Datacom services, Excel, and BigIP

Confidential, Chesterfield, MO

Inventory Coordinator

Responsibilities:

• Performed the task of stocking, mopping, and cleaning, product delivery, setting up materials for production, assisting in errand running.
• Self-motivated with strong attention to detail.
• Maintained excellent customer service.

Technologies: IBM (Lenovo), bar code Scanners.

Confidential, Town & Country, MO

Systems Administrator

Responsibilities:

• Ensure effective “one-stop” technical support for Confidential Open view and Confidential Insight Manager Server related issues. Track and de-escalate technology and workflow problems. Hands-on experience supporting storage area network (SAN) environments such as Motilities disk array and cluster environment with regard to internal heartbeat within a VMware ESX enterprise environment. Collectively engage in cross Collaborative efforts between departmental Managed Services, and Service Assurance.
• Supported Altiris, Confidential (Systems Insight Manager), Blade Servers, Intel \ Itanium \ AMD Processors, Confidential (Open Management), ZLM (Novell), Management of Rapid Deployment, supporting all Data Storage and Backup including Storage Area Networks and, Network Attached Storage, and Tape Libraries.
• Net App filers supporting LANS, LUNS, WANS, and SANS controlling file systems within a structured server environment.
• Working knowledge of Server Infrastructures (Windows 2000-2003 32/64 bit, UNIX\ LINUX - Solaris\ SUSE, Virtual Server VMware, Patch Management, Systems Management, and WIN Server 2003 Cluster installation and configuration Quorums.
• Directory Infrastructure of Active Directory (Microsoft), LDAP (Open LDAP), and E-Directory (Novell). Managed a Multitude of 2800+ servers, Win - 2051\ Linux - 759 \ Virtual - 649.
• Manage the network monitoring systems including various networking devices and components, data Center, server operations, data warehousing, telecommunications, Security and database units. Analyzed data, created, and updated reports illustrating performance.

Technologies: Excel, Oracle ISQL-plus, JAVA scripts, IVR Servers, Inventory Asset Control, Patch Deployment, NT, Vantive, Geolink, Routers, Windows Servers, Email, VMware, and WINTEL OS x 86, Create patches and updates as needed. Participate in the definition and implementation of system components including new servers, hardware, software and upgrades.

Confidential, Saint Louis, MO

Tech Support Specialist

Responsibilities:

• Assist in the supporting of troubleshooting, documenting, and maintaining international food distributing establishments. Monitored the Interface client/customer’s site’s for redundancy to the network.
• Perform services through multiple applications as to order tracking, site lookup, Ssh, config of Cisco (1841, 877w, and 871w) routers.
• Maintain the corporate I-net service, and extranet, engaged in daily meetings addressing ideas of previous network issues for further resolution.
• I performed the task of setup of the end user/clients internet account from contact of various ISP providers. With the configuration of the customers ADSL, Frac-T1, L2TP, Air card, Wireless card connectivity. Providing excellent customer service and support to Interface client/customer’s with a 100% close percentile.

Technologies: Technical Support, 871 and 877 Cisco routers, Vantive, Manitou, Nagios, SSH, Telnet, Ping, FTP, Trace route, 3 rd party software applications.

Confidential, St. Louis, MO

Google Migration Support Specialist

Responsibilities:

• Assisted in the Administration of migrating university clients Outlook Exchange profiles to new Confidential email account.
• Provided support for college students’ and faculty to migrate from Microsoft office 2003 user to Google Gmail applications. Thus, in turn mitigating the support, installation, and training of the Gmail application email service.
• Maintained the corporate I-net services and extranet engaged in weekly meeting’s addressing ideas, and previous network issues. I performed the task of migration the end user/clients email account from one destination server to the new Confidential account, including .pst files, address books, calendars, and email. I also provided Desk side/Desktop support, excellent customer service.

Technologies: Google Gmail, .PST files, Excel, MS office Suite,

Confidential, Bridgeton, MO

Systems Administrator

Responsibilities:

• Desktop Deployment, Install, and Testing within UAT environment, Exchange Administrator. Provided Tier III support services within the Windows, Unix/Linux/and Solaris environment. Provided Tier III support services within the Windows and Unix/Linux/ Solaris environment. Primary work related tasks consisted of Information Technology, Telecommunications, Project Management, Network Analyst Support, and Network Operations.
• Monitoring Oracle ISQL Databases, JAVA scripts, Windows 2003 Administration Console, BEA Web logic v10.0, while performing Change Management, Patch upgrades, Server Decommissions, to main stream mission critical High-End Database Servers. Provided support of world-wide service support for EMEA Middle Eastern Asia. Supported over an abundance of 50,000+ end users.
• Engineered and implemented ITIL Change Management and Release Management to 2500+ servers World-wide. Thus, administering changes to Confidential &T existing routers (Cisco 2600 series), upgrade and replace switches within CNOC, generally Cisco 2950 & 3550 series switches. Hands-on experience supporting storage area network (SAN) environments such as multiple disk arrays, Raid, and clustered environment with regard to Ruby on Rails; thus supporting Confidential & Confidential SMS messaging client enterprise wide.
• Collectively engage in cross Collaborative efforts between departmental groups such as Managed Services, Service Assurance, Provisioning, Maintenance, Software Developers, and 10i Oracle G. Primary work related tasks consisted of Information Technology, Telecommunications, (ITIL) Project Management, Network Analyst Support, and Network Operations. Patch Deployment of all Microsoft products for end-user PC’s (Personal Computer) and Proprietary Laptops.
• Created weekly and monthly reports for network analysis of errors reported within the network and 3rd party software and vendors. In conjunction to the process reporting UAT environment results for implementation and forth coming network updates. Reports consisted of pie demonstrations, graph, and numerical viewing.
• I have strong experience in performing deployments, re-starting servers/clusters after deployment, troubleshooting alerts on test/production servers, and support application issues using the troubleshooting tool Remedy.
• Supported all of the users of the Confidential &T NOC and virtual clients. This consisted of Creating /deleting new and old user accounts. Supporting/Adding/Deleting of Desktop PCs from the Network Infrastructure. Migrated end users from the Novell 4.0 Platform to Microsoft Active Directory Administration Console.

Technologies: Excel, Unix Servers, Inventory Asset Control, NT, Remedy, BMP, Routers, Cisco 2950 & 3550, Oracle ISQL-plus, JAVA scripts, BEA Web logic 10.0, Cisco Networking, Routers, Telnet/ FTP, TCP/IP, SMTP, CMTS, SWITCHES, Solaris 100 & 150 Boxes, and SNMP, Data Backup, Create and manage system documentation, including configurations and backup procedures, Web Logic configuration and general administration.

Confidential, Norcross, GA

Systems Administrator

Responsibilities:

• Resolved Connectivity issues pertaining to the internet, printers (Local and Network), 3rd party software, peripherals, DNS Suffixes, configuration of Static IP Addressing, and proprietary software.
• Maintained the corporate I-net service and extranet performing the task of migration the end user/clients email account from one destination server to the new server. Thus, PST files, address books, calendars, and email.
• Email and user account migration including documents software and 3rd party software via install shield.
• Supported in all a total of 50+ servers via remote desktop connectivity.

Technologies: Confidential, DNS, Outlook Exchange, Static IP, Email

Confidential, Atlanta, GA

Migration Support Specialist

Responsibilities:

• Assisted in the administration of Windows 2000 Pro & XP laptop’s performing system cleanup and registry run-scripts.
• Supported Confidential and IBM computers, configured user and data profiles, Microsoft updates, and network updates with data transfer of client files.
• Participated within the migration of the company field tech's laptop information, performing system clean up with Run-script with specific procedures to perform tasks.

Technologies: Confidential, IBM, Confidential, SQL, MS Patch updates, registry run scripts, Windows XP

Confidential, Atlanta, GA

Inventory Specialist

Responsibilities:

• Ran Inventory checks and updates on computers connected to the network of the Confidential .
• Uploaded information into SQL Database also ran Microsoft updates and installed patches, performing light network updates.

Technologies: Confidential, Confidential, SQL, MS Patch updates

Confidential, Atlanta, GA

Tech Support Specialist

Responsibilities:

• Setup Internet connections of Confidential Technology, System Optimization, with great Customer Support, TCP/IP Configurations, and Telnet; Trace routing, Configuration of IP Addressing schema. Credited and Configured PPPOA|PPPOE Clients, resolved conflicts concerning internet connectivity and of Corporate VPN connectivity, Account Information, Proxy settings, Firewalls, and Speed and Duplex of the LAN Connection.
• Input information via trouble ticketing system of Vantive. Adherence to answering an approximate of 40 to 50 calls daily, while all job duties were performed within a Citrix Environment. I performed network security and data entry with proprietary software adding double security to the network’s infrastructure.
• Resolved hotel guest’s login issues via remote connectivity to the hotel’s network room. I created /deleted, setup new user login account for the hotel guests to login to the Hotel’s internet service via VOIP telephony systems, Allocated time limits for user accounts and bandwidth.

Technologies: ADSL, ATM, IE, Outlook Express, Netscape, Cisco Routers, Email, Vantive, Oracle Applications, Remedy, Customer Support, TCP/IP, Remote Accessing, Telnet, Pinging, Trace Routing, IP Address, Proxy Servers, Subnet Mask, Static IP, PeopleSoft, CRM, SLA

Confidential, Atlanta, GA

Web Hosting Support Specialist

Responsibilities:

• Resolved customer/clients issue’s, provided proactive solutions which exceed customer expectations.
• Server-level support of NT/Windows 2000-2003, Linux, Unix, XP, Remedy Administration, including FTP, Telnet, Front page extensions, ASP, IIS, configuration of the CGI Bin, creation/configuration of ecommerce websites.
• SQL Database Installation/Maintenance/Configuration/Troubleshooting/Resolution of customer website.
• Provided front-line support for dedicated servers such as Windows 2003 and Red Hat (Linux), configuring, and maintaining Intermail accounts. I performed 100% resolution by phone, email, and Ticketing System Vantive.
• Reset end user account login through proprietary Administration console, Lock/unlock and account password reset.

Technologies: SQL, Linux, UNIX, CGI bin, Remedy, Windows server 2000-03, FTP, Telnet, ASP, IIS, FrontPage, Red Hat, Ecommerce, Vantive

Confidential, Atlanta, GA

Pre-installations Support Specialist

Responsibilities:

• Assessing accounts through People soft, CRM, and Vantive; Scheduled Cancellations, Resubmits, and resolution of technical issues providing excellent analytical support.
• This specific role consisted of PC Configuration, Account Renewal/Delete, Account Validation and Light technical support.

Technologies: Confidential, IBM, Windows 2000 Pro / XP, Vantive, pre-installation