It Support Team Lead Resume
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Chicago, IL
SUMMARY
- Experienced professional with over 15 years in the field. My expertise lays in Systems Administration and Security. Key areas of technology have been in Oracle Identity Manager, ARM - IDM, Active Directory and SCCM.
- Primary responsibilities have included granting user access & permissions, ensuring sensitive information is secure, administering approvals and other various security protocols.
- Hands-on professional who can configure and refresh PC Hardware & Software while also managing data on Windows Server. Proven to be a team player with great communication skills seeking a long-term opportunity to apply my extensive experience. I live 30 minutes from Downtown Chicago, and 5 minutes from lakefront
PROFESSIONAL EXPERIENCE
Confidential, Chicago, IL
IT Support Team Lead
Responsibilities:
- Train, advise and manage a team of 5 techs. Participates in daily meetings with team, and IT Management.
- Desktop/Laptop imaging & Application software deployment via Active-directory and SCCM - for Chicago Confidential employees. Train, advise and manage a team of 5 techs
- Utilize SAP CMDB for Inventory Maintenance of hundreds of Confidential Desktop/Laptop
- Troubleshooting desktop/laptop hardware and Software support for Morton Chicago, and remote sites. Reviews Active-directory access rights and permissions for all levels of staff as part of application troubleshooting and security.
Confidential, Schaumburg, IL
IT Deployment Specialist
Responsibilities:
- Deployment and Imaging of Windows 7 operating system desktops and laptops, including installing many specialized Software.
- Project: Security specialist working with sensitive informative and retrieving most of the company employee Laptops/desktops; and moving their data & email to Protected Archive servers. Company moved away from Storage of any sensitive data on local laptop/desktop hardware.
- Required to manage and move large data storage between several secured servers on different domains.
- Maintained and shipped hundreds of loaner (temporary) laptops, to employee’s whose systems were down. Supported home-base users with connectivity issues, and installation of specialized software.
Confidential, Deerfield, IL
Systems Administrator
Responsibilities:
- Primary responsibilities include creating New User accounts, Utilizing Active-Directory, Managing user groups, and resources via SCCM, along with setting up New User and group mailboxes on Exchange Server 2012/Windows 2012 servers - email system
- Managed employee access to Citrix XEN App (ICA) terminal internally and through remote external VPN resources; and Microsoft LYNC communicator (internal/external access) and link them to exchange mailbox accounts
- Created and managed User account access permissions to SAP, Advantis, and other specialized third party software locally internally/externally and for facilities outside of domain.
- Symantec Enterprise Vault management of email storage, quota, installation, and support;
- Cisco VOIP phone and Cisco Call Manager and communicator version
- Generated reports and queried SQL data to Excel spreadsheet generating reports and to sort through data tables for a major Audit.
Confidential, Indiana Harbor, Indiana
Security/Active Directory/Systems Engineer
Responsibilities:
- Works with all Aspects of SCCM especially Active-Directory, creating User accounts, Service accounts, share drives and creation of groups associated with those shared drives.
- Setup Group access to IIS web servers and other resources.
- Allocated storage quota limits for employee’s data storage and profiles
- Use Power Shell often to generate reports, provision access to multiple User Resources, etc...
- Enabled service accounts and security in SCCM/Active Directory to run scheduled applications, status reports and monitoring on stand-alone servers/desktops connected to computerize assembly plant hardware, conveyor logistic monitoring equipment, laser cutter equipment, crane operations and security entrance card readers
- Setup mainframe interface to connect through SCCM Active-Directory to an Exchange group mailbox - to generate alert reports through a switch or IP-relay transmit to email, or Active-directory contact User account to pagers and cell phones.
- Symantec Enterprise Vault management of email storage, quota, installation and support
Confidential, Chicago, IL
System Analyst
Responsibilities:
- Oracle Identity Manager is used to manage user access privileges across all of this firm's resources.
- QA testing documented and publicized results of Oracle Identity Manager/Access management from an End User prospective.
- Assist Confidential employees in the use of Oracle Identify Manager to get access privileges to job working through SCCM resources in Active-directory Domains & Group services, Windows servers, Mainframe systems, and midrange servers
- OIM helped avoid Risk related issues such as unauthorized user access to sensitive data. As a solution, applications across a company that integrated OIM/AM setup ARM to centralized access management, address audit findings, and align long-term with the enterprise directory to access and identity manager.
- OIM/AM Provides centralized access management through a single user interface that incorporates operational risk requirements. It has the ability to profile user access, and auto provision /deprovisioning through integration with HR systems to ensure elimination of access delays and unauthorized application access.
- Main point-of-contact for assisting with Mainframe access, due to prior background with mainframe systems
- Administrated Owner/Approval rights and maintained - security notifications of approval status, etc..
- ARM - administrated access levels, ownership/approval rights and provisioning of access to resources.
- Utilize Active-Directory extensively to get the employee the right access groups and s.
- Generated reports to team, of any changes or updates - in OIM/AM and ARM status change reports.
Confidential, Westmont, IL
IT Administrator
Responsibilities:
- Helped setup a SMS deployment of Windows Operating system to hundreds of remote desktop locations.
- Required us verify and confirm a test plan - hierarchy design setup to replicate the production environment for SMS component servers (One Server was setup at each location). Next we started the capacity planning and based on test results we deployed SMS 2003 into the production environment.
- Setup and configured Office 2007 & Outlook email on workstations
- Handled employee profile data moves, backups, workstation data swaps. In some cases, created two user account profiles on same desktop to allow a few locations User accounts to switch between profiles: Their Confidential profile role and the other account for their locations separate User account franchise role.
- Provided technical and application support via the phone, utilizing Microsoft SMS remote launcher, Remote Assistance, and Remote Desktop Connect.
- Provided high-level end-user support of Microsoft Office 2007 & 97.
Confidential
Technical Systems Specialist
Responsibilities:
- Coordinate and administer users’ access/permissions to NORC internal/external resources and projects.
- Managing User account security rights in the following systems: SCCM - MS Active Directory 2007; Outlook/Exchange-Servers; VOIP Cisco desk-phones & call manager systems - utilizing Siebel ICM Call Manager (Oracle owns Siebel) integrated with Cisco Unified ICM contact center enterprise. Cisco Communicator version was setup too.
- Citrix Access Management Console (AMC) - administrator of a large enterprise with multiple ICA server connections (similar to terminal server virtual desktop); creating and deploying Citrix Xen desktop apps specific to employee desktop application profiles.
- Handled VPN security & encrypted laptop systems. Often monitored network performance between Citrix AMC User server sessions for lag times and drops.
- Assist employees with regular day-to-day helpdesk issues in a Windows 2007 and MS Office 2007 & 2010. Walking employees through network connectivity, signing on to encrypted laptop/desktops, building and shipping replacement desktops, and troubleshooting general problems, while achieving excellence established standards, goals and performance metrics.
Confidential
Tier2 Technical Specialist
Responsibilities:
- Provides support for Tier II escalated technical IT inquiries for BP ABCS team members, external BP remote operations, and Technicians.
- Highest level of IT support assisting with most major facets of Electronic Sales Processing, retail operations, Network Operations, and major fuel systems.
- Resolves escalated issues involving in-depth troubleshooting of advanced system problems caused by POS systems, VeriFone credit terminals, servers, software, satellite communications, network, and fuel system hardware.
- Utilizes several types of remote access software and Server terminals, to re-establish and support customer based systems. Communicates with vendor, site operator, Franchise Business Consultant, BP Support, and Network/POS/Fuel Technicians to ensure initial implementation and required servicing is appropriately coordinated. Works with Retalix, Radiant, MSI and other POS systems.
- Contributes to the American Business Service Center vision to deliver operational excellence.
Confidential
Business Systems/Helpdesk Analyst
Responsibilities:
- Originally tasked with the participation in the successful design/creation of the Business Systems Helpdesk Analyst team.
- Intermediary between the Developers and users supporting most of the high-level applications utilized to manage day-to-day operations.
- Supported: day to day operations, and was responsible for creating and managing user/group security access rights for all employee via SCCM resource - Active Directory, Epicor and Share-point server. Helped setup new DHCP scopes for new warehouses, to enable network connected devices and printers. Troubleshoot server, printer network and queue storage problems.
Confidential
Advance Tech Specialist
Responsibilities:
- Provided IBM pc hardware/software technical supervision and resources on-site to IBM Business Partners.
- ISO 9003 inspection preparedness, and utilized testing equipment to set gauge gap instruments - for shipping conveyors and assembly work benches. Used static testers to confirm low level of static electricity. Occasionally used Circuit testers to measure current for various equipment (authorized by IBM Engineers). Tested for radar emissions and used sound testers to confirm acceptable noise Levels.
- Confirmed quality and compatibility standards for IBM systems.
- Project management responsibilities by creating/supporting/testing IBM standard images for MS Windows 95/98/NT/OS2 Warp 5.0 and NT Server operating systems for desktop, servers and laptops.
- Required detailed understanding of Ghost 5, pkware 7 and hard-drive duplication imaging software and devices. LAN Administrator 12 IBM OS/2 Warp 5.0, Windows 2000, and Lotus Notes Domino Server located at various IBM Business Partner sites in the Mid-west region.
- Traveled weekly to IBM Business Partners configuration centers - throughout the Midwest region. Helpdesk Support Analyst for IBM Employees, clients and consultants in a Win 2000/NT/95 IT environment. Provided the majority of support for the following software applications: MS Outlook 2000/97, Lotus Notes R5, MS Office 2000, Advantis passport, and dozens of other business applications.
- Managed individually all IT software/Networking cabling and router support and Helpdesk services for 200 Pharmacia/Monsanto company client employees at the Merchandise Mart site alone for six months.