SUMMARY:

• Highly dedicated individual with an Associate Degree in Information Technology
• Currently seeking a suitable and rewarding career with an esteemed organization that will offer good advancement potential, challenges and opportunities to increase my career growth
• Quickly learn and master new technology; equally successful in both team and self - directed settings; and proficient in a range of computer systems, tools and testing methodologies
• Experience supporting a 24/7 member and customer focused entity
• Microsoft Windows OS, MAC OS
• Peripheral devices such as printers, scanners, signature pads, and cameras
• Microsoft technologies such as RemoteApp, Active Directory, Exchange Management
• Mobile Technologies such as Mobile Iron
• Citrix technologies such as Mobile Iron
• Cybersecurity concepts such as vulnerability and risk assessment, security controls, confidentiality and incident recovery
• Email & Mobile devices such as Outlook, Lotus Notes, iPhone, iPad
• Basic Knowledge of SQL
• Install and configure database, Back-Ups and Recovery, Upgrading Troubleshooting, Security, Redo Logs, Auditing Oracle 11g/R2 on Linux and Windows
• Maintenance of production database and development database which includes table spaces management, user creation, privileges, and roles
• Automated hot backups using combination of incremental, differential and full RMAN backups
• Maintaining archive data on appropriate storage devices
• Assisting Change and Incident Managers with ticket escalation

TECHNICAL SKILLS:

• Microsoft Windows OS
• MAC OS
• printers
• scanners
• signature pads
• and cameras
• RemoteApp
• Active Directory
• Exchange Management
• Mobile Iron
• vulnerability and risk assessment
• security controls
• confidentiality and incident recovery
• Outlook
• Lotus Notes
• iPhone
• iPad
• SQL
• database
• Back-Ups and Recovery
• Upgrading Troubleshooting
• Security
• Redo Logs
• Auditing Oracle 11g/R2 on Linux and Windows
• table spaces management
• user creation
• privileges
• and roles
• incremental
• differential and full RMAN backups

PROFESSIONAL EXPERIENCE:

Confidential

Executive Technology Support

Responsibilities:

• Use the 'Remedy’ ticketing system to track work and analyze reports to identify problem areas
• Disseminate IT information to departmental staff
• Hardware / Software installation, configuration and repair
• Prepare laptops and equipment for mission travel
• Setup video-conference, audio-visual equipment, and other electronic devices for presentations or conferences
• Assist in departmental moves of IT hardware and communications
• Train laptop users in remote access systems, such as SSL VPN, F5 Access and Webmail and Notes replication
• Perform inventory management duties including, but not limited, IT hardware asset tracking, inventory checks and organizing storage areas
• Maintain passwords, data integrity and file system security for computing environment
• Interact with vendor support contacts to resolve technical problems with desktop computing equipment and software
• Recommend and implement upgrades on systems to ensure longevity
• Assess functional needs to determine system purchase specifications
• Assist in technical upgrading and maintaining of entire desktop systems
• Support in testing and deployment of new applications and systems
• Stage, image, and deploy hardware to the business as needed

Confidential

IT Application Support Specialist

Responsibilities:

• Administer inquiries via ITSM and assign/ escalate tickets to designated teams
• Install/ Uninstall Software via SCCM
• Performs password administration and access support for Active Directory and a variety of internal systems and applications
• Configures, maintains, troubleshoots and supports computer workstations, laptops, printers, mobile devices, phones and computer/telecommunications equipment
• Developing process and project improvement practices for enterprise wide Windows 10 deployment

Confidential

IT Service Desk Analyst

Responsibilities:

• As team lead, provides guidance to 6 team members and authors documentation for new processes and team training
• Manages inquiries via CA Service Desk Manager and assigns/escalates tickets to appropriate teams
• Performs password administration and access support for Active Directory, PeopleSoft and several internal/proprietary systems and applications
• Provides additional support to access control team by creating/deleting user IDs, granting access and permissions to shared drives
• Utilizing Microsoft Exchange manager to create and delete Groups and inboxes upon requests
• Remote Access Token management

Confidential

Help Desk Support

Responsibilities:

• Configure, maintain, troubleshoot and support computer workstations, laptops, printers, mobile devices, phones and another computer/telecommunications equipment
• As a coordinator, administer inquiries via ITSM and assign / escalate tickets to designated teams
• Install/ Uninstall Software via Active Directory and or SCCM
• Performs password administration and access support for Active Directory and a variety of internal systems and applications.

Confidential

Member Services Representative

Responsibilities:

• Follow established policies and procedures and perform a broad-range of member service duties in person, by mail, and/or by telephone
• Promoted and recommended products of service
• Successfully acquired and developed new member relations
• Assisted with training of new employees and cross training of co-workers