SUMMARY:

• IT leading professional for over (15), years.
• Responsibilities were acting as System Security Administration; Desk Top Support, Team Lead and training team in customer service, implementing updating and enforcing the rules and regulations’ as well as the agreements of Risk Management,Outlook, Exchange Office 365 email issues and a variety of applications.
• Highly experienced in SharePoint creation and support and monitoring help desk ticketing systems, such as BMC Remedy and ServiceNow, notifying staff when tickets are approaching falling out of SLA.
• Strong desire to excel in System Security Risk Management. True desire to grow within a stable company within Chicago, IL

PROFESSIONAL EXPERIENCE:

Confidential, Lake Bluff, IL

Systems Administrator/Desktop Support

Responsibilities:

• Building Laptop and desktop machines for migrations. Systems /Cyber Security Operations, McAfee Native Encryption (Bitlocker) Support, PCAnywhere, ServiceNow ticketing system maintaining incident management, and detailed information for follow up
• SharePoint Inventory process/Remote User process
• Maintained Exel Spreadsheet for inventory
• Installations on special applications
• Mapped pc’s according to the permissions of the users
• Assisted users with desktop support and request for special applications
• Configured pc’s specific to applications
• Maintained attendance on a daily basis
• Attended Team Lead meetings and provided details for status of inventory, refresh, attendance, and critical issues
• Providing assistance to new users who have received new laptops before and after migration
• Provided migrated laptops to users and used check list to verify proper installation and follow - up to assure user satisfaction
• Informed contractors on daily reports for number of refreshes to receive, deploy and critical issues
• Directed users to proper site for refresh and need for desktop support on a daily basis
• Entered information into NorthStar SharePoint, for Refresh appointments, follow up and tracking for completion.
• Providing basic details on the Bitlocker, ZScaler and McAfee Native Encryption 4.1 product and the tools and logs to troubleshoot issues
• USMT Data Transfer- machine to machine method
• Responsibility of completing Confidential 's ISO Training
• MS Windows 10 Installation
• MS Windows 7 64-bit & 32 bit Installation
• Hardware Compatibility Matrix eWaste - Scanned information into Excel spreadsheets for ewaste completion and shipping
• Assisted in eWaste shipping eWipe- Cleaned over 800 + laptops and desktops and logged into SharePoint NorthStar
• Logged status of deployments in SharePoint

Confidential

Information Security- Data Control Analyst

Responsibilities:

• Followed up with users regarding risk management and compliance with the HIPPA Laws. Held the responsibility of passing the exams for HIPAA laws and making sure all new employees passed the test successfully, in order to qualify for permissions in roles for certain BTS, Business technology systems.
• Managed detailed requirements for users by communicating with upper management.
• Assist with management of SharePoint sites, adding users, and providing necessary permissions for access.
• Detailed oriented with an expertise and highly focused customer support
• Installed, configured and supported Skype for Business
• Utilized Bomgar, and Skype for remote Assistance
• Utilized (MMC) Microsoft Management Console for snap-ins and other administration for managing and monitoring systems in Windows-based environments and incident management from 2nd to 3rd level.
• Utilized Group Policy settings in GPO (Group Policy Objects) in AD (Active directory) defining user, security and networking policies at the machine level
• Utilized Exchange, pinged address for Network issues, and utilized monitoring tools for connection issues.
• Skype for business for occasional communication with clients and staff follow up on work compliance and agreement for client methodology.
• ServiceNow ticketing system, follow up and remote assistance.
• Updating ServiceNow Articles when needed
• Maintaining and educating Risk Management responsibilities
• Responsible for passing exams as needed for Compliance Agreements
• Providing users information and access for new roles and cleanup of Top Secret reports.
• Maintained and revised Top Secret Documentation in RSAM, a governance, risk and compliance (GRC) platform that we are using to manage, organize and analyze data associated with Risk Management and Compliance for systems
• Responsibility for informing users of HIPAA laws and maintaining compliance with the rules and regulations at Confidential - Confidential .
• Adding users to roles in Access Now, in Information Security/Top Secret new roles/ groups and confirming users access in AccessNow, Active directory and Lotus spreadsheets. Following step by step process for Powershell scripting
• Confirmed user roles and updated information with managers for server and application updates, with the proper permissions and flow chart of infrastructure
• Provided update of materials and projects
• Symantec PKI, walking users through process restart for certification, deployment, configurations and installation.
• Monitor parsing through logs for wire shark / netmon captures and trouble-shooting skills across DNS/web monitoring.
• Accessed/run mmc to add and remove Snap-Ins
• Utilized Webex for Risk Management Department meetings.
• Utilized and installed, Bomgard, and Skype for Business
• Communicated and resolved issues with software Microsoft 365, Jabbers and Sametime
• Assisting with inventory and update of new user roles.
• Maintained, created and assisted with SharePoint sites

Confidential

Security System Administrator - Technical Support

Responsibilities:

• This position held the responsibility for the maintenance, installation, upgrades, backups, removed and stored hard drives, standard configurations, incident management and other technical duties related to the functional area standard operating procedures.
• Chosen to head off the inventory for the return of the Truven Health laptops and desktops, shipping to the corporate office and by the due date, which ended my contract.
• Included support and leverage automation to decrease overall system deployment and support cycle time utilizing Symantec Administration, & PKI product key infrastructure, Client Management configuration.
• Symantec administration (PKI) supporting the distribution and identification of public encryption keys, enabling users and computers to both securely exchange data over networks such as the Internet and authenticate the identity of the other party.
• Respond to requests & make recommendations for improving system processes, performance & reliability, within compliance guidelines. Supporting, monitoring and managing the ServiceNow ticketing system, escalating tickets when needed
• Utilized (MMC) for Microsoft Management Console for snap-ins and other administration for managing and monitoring systems in Windows-based environments.
• Implemented Group Policy in AD (Active directory) defining user, security and networking policies at the machine level
• Utilized anti-virus updates, and patches
• Documented processes and knowledge articles, within company methodology compliance agreement.
• Monitoring tools parsing through logs for captures and analyze network traffic and trouble-shooting
• Create and support and adding users to SharePoint sites, supporting approximately 6,000 users,
• Adding users and placing users in proper groups in AD (Active Directory)
• Creating ou (organizational units), in Active Directory for proper permissions.
• Updating laptops, desktops, & Macs for inventory listing in our inbox inventory Excel spreadsheet, MS Office 365, Skype for Business, monitoring Office 365
• Provided Certification processes, configuration, deployment/installation for Symantec PKI
• Utilized Bomgar, Skype and Sametime for remote assistance.
• Reset and unlocked user passwords, and explained password process.
• Added users to the appropriate groups in Active Directory, SharePoint sites and Microsoft Outlook 365.
• Configured user profiles according to location and department.
• Carry out process of builds and deployments, and support, replacing MS Outlook, Exchange, Skype for business with Confidential Notes, Sametime, and Verse
• Monitoring tools parsing through logs for wire shark
• Carefully following step by step process for Korn Shell scripting
• Netmon captures and analyze network traffic and trouble-shooting.
• Frequently assisted users by remote access, Skype for Business, Sametime and Bomgar
• Document standards, processes and procedures & guidelines for functional area
• Support and leverage automation to decrease overall system deployment and support cycle time.
• Monitor & analyze systems and prepare reports provided for Risk Management.
• Maintained inventory new Confidential Dells for Confidential and returned laptops, desktops, docking stations and removed and stored hard drives.
• Responsibility of maintaining, inventory of legal holds, removing and hard drives and storing appropriately.
• Transferring data with Easy Transfer USB cable, CD/DVD,
• Managing PKI, walking users through process of adding certification. Accessing/run MMC to add and remove Snap-Ins
• Serve as 2nd and 3rd level support for the technology services functional area
• Partner with Senior Peers to maintain system performance and reliability
• Assist technical groups in revising technical documentation
• Support and leverage automation to decrease overall system deployment and support cycle time
• Participate in system and technical testing efforts, and Symantec Administration
• Document standards, processes and procedures, and guidelines for functional area
• Understanding various system interdependencies and collaborate with project teams accordingly

Confidential, Chicago, IL

Federal Security System Administrator - Technical Support

Responsibilities:

• Created users in Active Directory by running script within an Excel inventory spreadsheet, often modifying script with direction.
• Supported users who utilized a variety of applications, by carefully documenting processes and knowledge articles according to specific coding in BMC Remedy systems.
• Import Outlook items to Outlook data file /Export Outlook items from Outlook data files
• Updated material for Project Managers and escalated to appropriate department, as well as incident management
• Utilized (MMC) Microsoft Management Console for snap-ins and other administration for managing and monitoring systems in Windows-based environments, monitoring Office 365
• Utilized Group Policy settings in GPO (Group Policy Objects) in AD (Active directory) defining user, security and monitoring Office 365
• Respond and followed up with requests and made recommendations for improving system processes, performance & reliability. Supporting, monitoring and managing the ServiceNow ticketing system, escalating tickets when needed
• Utilized (MMC) for Microsoft Management Console for snap-ins and other administration for managing and monitoring systems in Windows-based environments.
• Implemented Group Policy in AD (Active directory) defining user, security and networking policies at the machine level
• Notified users of Network issues and resolved within SLA agreement standards time.
• Remotely, assisted users with Federal technical issues, by Skype, and expanded storage on servers using vSphere and server management tools, log into vSphere, Web Client, expand disk space, rescan the disk, and verify disk drive has been expanded.
• Provided levels three and four Technical Support for Federal Deloitte Consulting Services, in Chicago IL, for DFED, Deloitte Federal Enclave VPN. Determine support within the ticketing system and escalate to appropriate teams when required. Assisted users’ by defining internal and external users’ login methods for access to DFED, and provide proper documentation for user to submit for approval for DFED access.
• Maintained adding, disabling, enabling, reactivating, unlocking users, and managed groups in (AD) Active Directory. Troubleshooting permissions on AD as well as GlobalScape, EFT and SharePoint.
• Remotely removed users from servers, when users failed to logout and experienced lock out of several accounts in AD
• Provided information to Project Managers and assisted users with process to access certifications for PKI through MMC on Windows Server R2003
• Responsible for adding users to project servers and Folders (Jump Servers)
• Supported users for over 1000 SharePoint sites/servers, and 4000 Plus Deloitte employees and vendors for Federal SharePoint and Project server Troubleshooting issues.
• Customized Scoreboard in the Service Desk Ticketing System, by adding new groups and users.
• Deleted, added and modified users and their access
• Informed users of Deloitte Federal Practice Restrictions, and created RFCs’ as well as sending encrypted emails for RFC Change Order, approval creations for Firewall rules submitted to the Network Operations Team.
• Managed best practices within infrastructure for ITIL/License Administration using Windows Server 2000R2, and verification of user compliance for access to the Federal Server.
• Completed GlobalScape (EFT) Enhanced File Transfer provisioning for External and Internal users and Configured GlobalScape (EFT) permissions on the Servers, verifying if the Security group membership exist, and create new project folders for EFT access. Verify permissions on the project folders on the server.
• Deployment, installation and request certificates for PKI,on Windows Server 2003
• Modified scripts in Windows Powershell, when adding users in active directory when needed.
• Create new user settings templates, setting external and internal users’ EFT to Security Groups, added templates and users in Federal GlobalScape EFT Server Management System and handled Federal Hosting Increasing disk space on virtual Machines, test users’ access upon completion of user account creations.
• Tested users Access to folders and or Security groups on Federal servers,
• Assigned Federal Hosting VMView Desktops, once created in AD, Active Directory, and assigned to the appropriate security group, which is determined by the required desktop access and the compliances of the security of Risk Management.
• Determine the proper Security Group for the new user, and assign/remove users from Security Group pools on Desktop for VMView.
• Successfully resolved 75% of CA Service Desk Manager Tickets. and Incident Management. Created Federal SharePoint Sites and submitted details to SharePoint Site Owners.
• Created accounts in AD, Active Directory and Assigned users to RSA physical and software tokens.
• Serviced and maintained about 7,000 active users, and 1000 Federal Servers.

System and Software: Windows 8.1, Service Desk Manager 12.9, VMware, vSphere web Client, TCP/IP, Active Directory, Mapping Network Drives, Testing RDP Server connections, Symantec ghost imaging, Citrix 4.1, VMWare, vSphere, EFT, Service Desk Monitoring Tool R12 3.0.3.0, Reboot & Restore Server, Symantec PKI Secure for windows Server 2003, Increase Disk space. MS Office 0365. Exchange, Dell Lenova Laptops, Desktops, Apple Macintosh

Confidential, Chicago, IL

Desktop Support Analyst

Responsibilities:

• Emails (Outlook), Windows 7, MS Office 0365, migrating using USB Easy Transfer cable/Cloud
• Modified scripts in powershell, configured and set up Printers, security tokens and authentication
• Data Transfers, and configurations for Iphone, mobile and ipad support
• License Administration, and verification of compliance of user access to proper groups, folders and servers.
• Responsible for installation, moving, set-up and delivering desktops and laptops to users.
• Install, Move, Add, Change and De-Install (IMACD) Laptops, Desktops, and Mac’s
• Added users and configures for SharePoint
• Interacted with users by following up on in BMC Remedy ticketing system to ensure proper access once the migration was completed.

Confidential, Chicago, IL

Senior Customer Support Administrator - Technical Support

Responsibilities:

• Dedicated to FCR, First Call Resolutions, unless escalation was needed, and verifying user permissions for access.
• Predicated to excellence in analytical and problems solving skills with strict attention to details. Installed hard drives, Setup workstations, installed Maas360 to Mobile phones, MS Office 0365. SharePoint and
• Install, Move, Add, Change and De-Install (IMACD) Laptops, Desktops, and Mac’s
• SalesForce & Crystal Reports support as well as SCCM Installations, detailed incident Management.
• Installed laptops, Desktops, iphones, Ceridian Timecard Machines and ipads
• Responsibility of working with a migration team to refresh for new hires and existing employees, following up with the progress of migrations and break fix resolutions.
• Iphone, mobile and ipad support installing Maas360, resetting iphones, and turning iphones on and off for employee Confidential company iphones.
• Responsible for installation, moving, set-up and delivering desktops and laptops to users.
• Updating articles in ServiceNow when needed.
• Deskphone support for Cisco and AT &T phones
• Utilized, installed, and supported Skype for business
• Utilized (MMC) Microsoft Management Console for snap-ins and other administration for managing and monitoring systems in Windows-based environments.
• Utilized Group Policy settings in GPO (Group Policy Objects) in AD (Active directory) defining user, security
• Maintain Risk Management responsibilities, of users access and compliance of agreement for a variety of access.
• Installs, moves, deployment, modifications in the background using SCCM, and added user’s back onto the Domain remotely using RDP and moving the computer to the proper OU in Active directory.
• RDP, Bomgar, and SCCM for remote access and utilized RDP, to add computers back onto the domain
• Active Directory to reset network password, check users access and moved computers to the correct OU
• Routed printer and Copy machine issues, supported local printers, and printer installs
• Installed network and local computers for Ricoh and Epson printers
• Ping PC IP Addresses, set up VPN connections, add Computer to Domain, troubleshoot minor issues Experience with ticketing systems BMC Remedy, and transferred to current ticketing system, ServiceNow
• Troubleshoot emails in Lotus Notes 8+, and resolving issues using Knowledge based systems such as SAP, Outlook issues, and a variety of Confidential applications, within Citrix
• Installed systems using Computer Center and SCCM, and monitored installations
• Walk users through installation of iTunes, and Juniper, for Wifi connections
• Remote into user's computer to investigate issues, obtaining computer names, IP addresses and server issues,
• VPN connections, and to reconfigure a variety of applications, and email.
• Escalate for mainframes, and servers and broadcast status call and outage issues when needed
• Post to Board Important Status calls and Escalations notifying the appropriate IT support group.

Confidential, Chicago, IL

PC Tech Lead

Responsibilities:

• Reimaging Windows employee workstations and laptops
• MS Office 365 Installation and support, as well as break fix for printers, laptops and desktops.
• Supporting Crystal Reports and AccessNow
• Removing (LDR) Legal, hard drives and storing them appropriately
• Carried and shipped/delivered and set up Workstations and laptops
• Document status of upgrade by chat to OCS when experiencing upgrade issues or failures for incident management processes
• Updating information in SharePoint, for upgrades and decommissioning of machines
• Check into bridge for reports for Day 1 Support and Deployment
• Call into 2:00 PM and 2:30 PM for Deployment reporting of work status, and reassuring all tickets were within SLA agreement.
• Submit end of day reports for Day 1 Support and Deployment