SUMMARY:

• 16+ years of extensive computer and system support experience including 1st to 3rd level support with both PC and Apple workstation and server platforms
• Analytical, innovative professional with broad technology experience in process development and implementations
• Proactively focuses on procedures and internal / external relationships within context of broader business goals
• Critical thinker and creative problem solver
• Motivates colleagues and customers by example

PROFESSIONAL EXPERIENCE:

Application Support Specialist

Confidential, San Rafael, California

Responsibilities:

• Support for Validated Applications and Systems (Commercial and Medical Affairs)
• Responsible for onboarding new applications and creating appropriate documentation
• Active Directory group and user management
• User provisioning, de - provisioned, transfers and security
• Support for internal and external applications and users

Confidential, San Francisco Bay Area, California

Senior Application Support Specialist

Responsibilities:

• Support for Validated Applications and Systems (Commercial and Medical Affairs)
• IRMS - (Information Request Management System) Administrator/ Subject Matter Expert
• Change Control and Execution (21 CFR part 11) for IRMS validated systems
• User provisioning, de-provisioned, transfers and security
• TABLEAU - Server/ iOS/ Desktop client. Administrator/ Subject Matter Expert
• VEEVA CRM (Salesforce.com / SFDC) Administrator / Daily Operations
• AIRWATCH MDM (Mobile Device Management) managed deployment and enrollment for iOS devices. Administrator/ Subject Matter Expert
• PASSWORD REMINDER PRO (SysOp Tools). Administrator/ Subject Matter Expert
• BOX.COM Enterprise Administrator
• CISCO ANYCONNECT and JUNOS PULSE. Support Specialist
• VISIONTRACKER and DATAVISION (Envision Pharma). Level 3 support
• Managed client requests as the principal resolver and wrote KB articles in SERVICE NOW.

Operations Support Specialist/ / Extended Operations Administrator

Confidential, Redwood City, California

Responsibilities:

• Monitored the network, servers, telecom, databases, applications, websites and data center air quality for all Confidential sites, using BIG BROTHER, ARCSIGHT, PRTG Network Monitor AND NetIQ,
• Managed client requests using REMEDY 5.01
• Provisioned and de-provisioned ACTIVE DIRECTORY user and service accounts
• Performed OU (Organizational Unit) moves via ACTIVE DIRECTORY Users and Computers
• Administered ACTIVE DIRECTORY share and group access on NetApp and ISILON Clusters (CIFS and NFS)
• Created and managed SENDMAIL (IMAP) shared mailboxes and distribution lists
• Managed access and permissions to UNIX servers via group file (VI, chmod, chown and chgrp)
• Trained and tested staff to gain access to various systems (DNS, Unix, Active Directory, etc.)
• Created and supported documentation and collaboration using gApps in a GOOGLE APPS DOMAIN.

SENIOR USER SUPPORT ANALYST

Confidential, Berkeley, California

Responsibilities:

• Provided Technical Leadership in the upgrade from Altiris 6.8 to 6.9 SP4 and in the rollouts of CREDANT CMG SHIELD and PASSLOGIX (Oracle) Single Sign-On
• Served as senior support to over 300 end users in a primarily Windows XP/ Windows 7/ Active Directory /Exchange (OWA) and OSX 10.6.3 Environment
• Worked with the Research Staff to create the appropriate ACTIVE DIRECTORY OU’s (Organizational Units) for MICROSOFT WSUS (Windows Server Update Services) rollout
• Imaged computers, pushed applications and remotely controlled XP PRO / Windows 7 computers using Altiris 6.9 SP4
• Managed client requests using REMEDY 5.01

LEAD USER SUPPORT ANALYST

Confidential, South San Francisco, California

Responsibilities:

• Supported the rollout of ROAMBI / On The Road (iPhone apps) and custom widgets for Google Calendar / SALESFORCE.COM (SFDC) integration.
• Supported the upgrade of local and remote customers from APPLE OSX 10.5.8 to 10.6.3
• Assisted local and remote customers with iPhone IOS upgrades and installs to meet application rollout standards
• Provided on-site IT support at Commercial Franchise meetings.
• Documented set-up procedures, Knowledge Base items (Primus) and trained all concierge team members on how to configure and resolve issues in a remote capacity (WEBEX) and Juniper (VPN)
• Served as Team Lead for five support specialists and responded as the escalation point for all technical and service related inquiries

SYSTEM ADMINISTRATOR

Confidential, San Francisco, California

Responsibilities:

• Administered small business environments using Microsoft Server, Small Business Server, Exchange Server, Windows 2000, XP, Vista, Windows 7 and OSX
• Managed backups, software installs, system monitoring and patches using KASEYA
• Supported iPhone and Blackberry handheld devices

SYSTEM ADMINISTRATOR

Confidential, San Francisco, California

Responsibilities:

• Provided remote support to small business environments using Microsoft Server, Small Business Server, Windows 2000, XP, Vista, Windows 7 and OSX
• Supported OWA and Outlook for Email and Calendar
• Created support documentation and managed tickets using CONNECTWISE.

NETWORK ADMINISTRATOR / SENIOR DESKTOP SUPPORT TECHNICIAN

Confidential, Richmond, California

Responsibilities:

• Managed DNS using Lucent QIP IP Address Management Software and updated IP change control documentation
• Supported all Campus Local Area Network (LAN) related issues. (12 IDF Closet, 2 Data Centers)
• Provided CISCO VPN Concentrator, CISCO CATALYST switch support and administration for VPN related issues (CISCO, RSA, Radius), and dial-up (ESM/MCI) accounts
• Provided desktop support to over 800 clients and 1000 systems in a primarily Windows XP, OSX, ACTIVE DIRECTORY and LOTUS NOTES Email environment.
• Served as Team Lead for five support specialists and responded as the escalation point for all technical and service related inquiries via REMEDY.
• Created images and imaged computers using SYMANTEC GHOST and PXE server