| OBJECTIVE: To use my knowledge and skills to assist in managing and strengthening network infrastructures while gaining additional knowledge in the Network/Cyber Security Industry. TECHNICAL SKILLS: Operating Systems: Windows XP/Vista/7, Mac/iOS, Linux/Unix novice Programming Languages: C/C , Java Software and Utilities: Microsoft Office Word, Excel, Powerpoint, Outlook , Active Directory, ADEX Tools, Remedy Ticketing System, Lotus Notes, Footprints Ticketing System, Peoplesoft, Oracle Identity Manager, RSA Console, Peoplesoft Wireshark novice WORK EXPERIENCE: Confidential IT Support Analyst: Managing user profiles and access within Active Directory using ADEX tools Managing Active Directory groups using ADEX tools Creating and managing user accounts in various software systems such as Peoplesoft, Oracle Identity Manager, and over 30 other production based applications Completing tasks and requests from Lotus Notes and Remedy queues Resetting user passwords and revoking/deleting user profiles Answered calls and emails from end users for clarification, directions, and overall technical support of related software/application environments RSA Token System Administrator: Managing RSA hard and soft tokens for roughly 7,000 employees Troubleshooting VPN related issues using the RSA Authentication Monitor Managing off site VPN access using RSA and Active Directory groups Resetting user PIN numbers for use of RSA token Responsible for revision and revamping of documents for end user guidelines necessary for requesting, testing, and gaining VPN access Answered calls and emails from end users for clarification, directions, and overall technical support of RSA/Cisco VPN client environments Confidential PC Technician Desktop Support/Help Desk Technician: Assisted in the upgrade of laptops and desktops from Win XP to Win 7 for about 1,000 personnel Imaged new Dell and HP laptops and desktops to install Win 7 OS on all CPUs Set up various office spaces with new laptop/desktop, docking stations, etc Decommissioned old CPUs and hardware to be either recycled or returned to vendors Answered phone calls for the roughly 2,500 NAE portal users Generated tickets for issues such as password resets, troubleshooting peripherals, etc. Used the Footprints Ticketing System to escalate tickets to levels Tier 1 and Tier 2 Confidential Assisted HR Specialists and Supervisory Officials by performing technical and administrative projects in the support of recruitment and placement Prepared new employee orientation packages using MS Word and MS Excel Assisted in managing Resource Library for roughly 4,500 federal employees through use of the Electronic Official Personnel Folder eOPF database and Peoplesoft Tracked and maintained the workflow of recurring HR processes and activities using the Workflow Information Tracking System WiTS Processed a full range of standard recurring HR actions related to position and recruitment using HR systems provided by the Office of Personnel Management Used HR program rules to implement HR procedures and operations strategy that increased workflow of client requests and improved the time to process each request Created comprehensive internal and external letters, reports, memos, for Team Leaders, Branch Chiefs, Final Authorizers, and Institute/Center clients |
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