TECHNICAL SKILLS

• Windows 95/98/2K/NT/XP/VISTA/7/10, and Server 2000, 2003, 2008, and 2012
• Linux/Unix
• iPhone/iPad and Android OS
• Blackberry
• Software Applications:
• Microsoft Exchange
• Dell Kace Utility (K1000/K2000)
• Cherwell
• BMC Remedy
• Computrace
• Palo Alto
• ServiceNow
• Microsoft Intune
• Solar Winds
• Nagios
• Nessus
• Blackberry Enterprise
• Customer Service
• ITSM Development
• Network Operations Management
• Mobile Device Management
• Cloud Computing
• SQL Reporting
• Business Analysis
• Troubleshooting, Application and Hardware Support
• SCADA Systems Analysis
• End User/Peer Technical Training

PROFESSIONAL EXPERIENCE

Confidential, Oklahoma City, OK

ServiceNow Administrator

Responsibilities:

• Develop and maintain company Service Catalog, Incident Management, Knowledge Management, Configuration (CMDB) & Asset Management, Change Management, Release Management, and SLA Management.
• Leverage UI Policies, Business Rules, Form Layout, and Form Design to create custom solutions to meet the various needs and ITSM requirements of the business.
• Create and maintain notifications and inbound actions.
• Experience with the creation and customization of business workflows.
• Engineer business solutions by utilizing all available Applications and Components available within ServiceNow.
• Create custom reports and home pages for various roles within ServiceNow.
• Develop and maintain Access Control Lists and approvals.
• Write technical documentation as well as end user training for ServiceNow.
• Integrate authentication with Active Directory and Okta.
• Dell Kace administration (1000/2000) utility (Patch management, application deployment, application packaging).
• Troubleshoot virtual machines hosted by vSphere on vCloud Air using remote desktop manager.
• 24/7 on - call for executive level and urgent/critical software and hardware issues.
• Manage user, machine, and group network accounts using Active Directory and Office 365 admin console.
• Troubleshoot software and hardware related technical issues ranging from the end user level to the infrastructure level.
• Develop and maintain installation instructions for all production applications in the environment.
• Assist with print server administration using Print Logix.

Confidential, Oklahoma City, OK

Network Operations Engineer

Responsibilities:

• Perform systems and network analysis of the network infrastructure, applications, operating systems, firewalls, servers and more using the NOC toolset.
• Responsible for ensuring the ongoing advancement of machine data sources, including log data, binary data (flow and PCAP) and context data into NOC monitoring tools.
• Perform in­depth network analysis and work with the NOC analyst team to conduct preliminary incident response and event analysis.
• Monitor network alerts through NOC toolsets to respond, triage, and escalate as needed.
• Review network, server and application events that are detrimental to overall infrastructure availability, track and eliminate false positives and provide results to management.
• Provide both strategic analysis and near real­time auditing, investigating, reporting, remediation, coordinating, and tracking of network related activities for multiple clients.
• Implement device configuration change tracking within process change management workflow procedures with Nagios NMS.
• Analyze data and prepare reports that document network vulnerabilities and recommend actions to prevent, repair or mitigate these vulnerabilities using various Linux based tools.
• Perform correlation of events from network, enterprise and host sensors.
• Perform advanced forensic case investigation of notable events.

Confidential, Oklahoma City, OK

IT Systems Analyst

Responsibilities:

• Assist in defining and documenting best practices for business processes and application utilization.
• 24/7 on-call for executive level and urgent or critical software and hardware issues.
• Troubleshoot software and hardware related technical issues ranging from the end user level to the infrastructure level.
• Point of contact for high level Geographix and SMT Kingdom technical issues, including hardware and software testing as well as consistent communication with vendor support.

Confidential, Oklahoma City, OK

Information Technology Analyst

Responsibilities:

• Managing, troubleshooting, and ensuring availability and security of the SCADA application (Cygnet) architecture.
• Train end users on Cygnet utilization and configuration
• Subject Matter Expert (tier III) for all Citrix and Messaging (Outlook/Lync) issues, which includes some backend administration tasks through Citrix AppCenter, XenDesktop Director, and Exchange Management Shell.
• Troubleshoot and resolve business issues identified within infrastructure, exploration, and production applications that are utilized on campus as well as in the field. Applications included, but not limited to are: WellView, CHKShot, Outlook, Citrix, Cygnet, Production Data Input, etc.
• Coordinate User Acceptance Testing for application releases, patches and enhancements, as deemed necessary by business users.
• Mentor and train Help Desk tier 1 and 2 specialists on new applications as well as any change to application workflows.
• 24/7 on-call for urgent or critical infrastructure, exploration, and production application related incidents.
• Assist with updating and maintaining customer facing Knowledge Base library.