SUMMARY:

• I have experience in Desktop/Network support while managing Enterprise and Global infrastructures.
• I am eager to take on the responsibilities of Desktop Support, Systems/Network Administrator and IT Support Operation, opportunities within your organization.

TECHNICAL SKILLS:

Android OS: Samsung Tablet configuration and support

Microsoft Windows 10: Image Microsoft Surface Pro tablets, troubleshoot, Office O365 support

Microsoft Windows 7: Enterprise troubleshooting, Machine upgrades (desktop and laptops), Application remediation, Application engineering, OS patch upgrades

Microsoft Office 2016/O365: Enterprise Mailbox Migrations, Software upgrade, Cloud support, Operation Support, Application remediation, Application engineering, engineer patch releases and fixes

Networking/VPN: Firewall, Network Administrator, IP Address Translation, Cisco Router Configuration,VLAN Configuration, LAN/WAN Setup, Installation of CAT 5e Cabling, BigIP Edge Client support

PROFESSIONAL EXPERIENCE:

Confidential, Richmond, Virginia

IT Operation Support Level 3 Desktop Administration/Engineering

Responsibilities:

• Provide 3rd level IT operation/desktop support for enterprise IT systems, business applications, VPN and O365
• Handle high severity and escalated incidents, investigate outages and resolve multiple user incidents
• Use ticket systems and agile project management to resolve incidents or problems
• Create IT technical documents/procedures for Help Desk and Support Administrators
• Test software installations and support Enterprise upgrades, and security update releases
• Troubleshoot and Engineer fixes to resolve issues with 3rd party applications
• Create internet help sheets, FAQ’s and blog sites for end users / Administrators to resolve IT issues
• Engineer security patches, McAfee and Group policies for enterprise releases using software distribution system
• Perform research and analysis of new software applications or system enhancements
• Perform operation support and develop strategies for Office 2016 / O365 migration
• Identify and troubleshoot Macros, VB scripts and SQL (Teradata) Connections when using O365
• Troubleshoot Enterprise Skype for Business 2016 and support Skype upgrade
• Configure and Image Android Samsung Tablets and Microsoft Surface Pro tablets
• Engineer fixes and deploy software using distribution configuration manager systems

IT Helpdesk Specialist Level 3 VPN Administration/Engineering

Responsibilities:

• Provide Enterprise Remote Access, VPN support for enterprise operations and remediate business systems
• Work to implement a robust remote access solution and consolidate all line of businesses to the new VPN solution
• Provide reliable 3rd level technical VPN (BigIP Edge F5) support for internal users via telephone, remote desktop sharing, and email/online conference meetings
• Problem solve and troubleshoot VPN Network issues and Business Applications, as a Triage Manager
• Provide network analysis and communications to project teams, administrators, senior level management and escalate if necessary
• Work with Project Managers, Network Engineers, Security Administrators, Developers and Desktop Administrators to troubleshoot and remediate issues with vital/critical business systems.
• Coordinate and submit production change request for firewall rules, security policies, server changes, and network routing
• Identify IP Subnets, domains and system ports for business owners or vendor companies
• Coordinate and deploy firewall changes, security exceptions, application upgrades, and machine desktop images
• Provide centralized enterprise support service for 25K remote users, using change controls and security policies
• Problem solve VPN incidents and Multi user incidents using service desk, helpdesk or incident ticketing system
• Facilitate network change orders (CO) using network captures
• Monitor VPN subnets, domain environments, and high severity incidents
• Provide VPN support for all remote users on multiple operating systems; Windows XP, Windows 7 or Mac OS

Information Security Analyst Project Management

Responsibilities:

• Transition Global Business system applications to an Information Security Administration (ISA) centralized location
• Perform Security Administration for all applications/infrastructure systems managed by NAIT Information Security
• Perform Security Admin functions for SQL, Oracle, UNIX, AS400, and websites/internally developed Citi security systems
• Monitor, track, and control change in order to maintain product integrity of Corporate Data Processing Systems
• Operate under minimal supervision, with wide latitude for independent judgment in performing project management task
• Perform Compliance Analysis and identify data/security compliance risks, work with management on CAP for RiskEx
• Coordinate and Perform vulnerability remediation of internal systems
• Transition ISA functions from global business application systems & infrastructure systems, to centralized locations (COE).
• Review application systems security structures, user Entitlements, functional ID’s and user termination process
• Build forms for centralized ticketing system request process, for tracking, monitor and security of systems access
• Train Global Provisioning teams on how to perform ISA functions, administrator accounts, password resets and troubleshoot
• Engage business and senior management (BISO, GISO) of transition, request form build, and go - live process
• Identify and define the Security processes, associated risks, non-compliant functions, separation of duties, data security, Emergency ID’s, Functional ID’s, Inactive disable/delete process, termination process, and Entitlement/access reviews
• Work with developers, engineers, vendors on ways to reduce risk, segregation of duties, data protections, security protocols
• Organize the project planners; transition systems within senior management target dates; update systems database; target critical, high risk, audit and sox control applications
• Assist with the design of PCM (Process Control Management - technical product guide document)
• Use COB, UAT, Prod and Development Environments
• Setup and organize global conference calls and live meetings

IT Helpdesk Specialist Level 2 Access Control Management

Responsibilities:

• Perform Account Troubleshooting, Password resets, Setup and Migrate Outlook Email mailboxes
• ITIL incident management processes and ITIL Configuration Management processes, use of HP Service Desk Manager
• Modify accounts through Active Directory, across Multiple Domains, thru Command Line & GUI Interfaces
• Create and Update; user accounts for multiple software application platforms
• Grant User Accounts access to sensitive software applications, Internet, and VPN
• Maintain and Create: system accounts and Outlook Shared Mailboxes for use by multiple users
• Grant users access to Windows Server Administration groups
• Provide Customer Service through Access Control Management ticketing system and track incident reports
• Performed Level II Helpdesk Access Support for Phone/Web/Applications/ Outlook on a daily basis for internal end users
• Troubleshoot and Provide access to Mainframe systems such as; MVS (CHIA), Teradata, DB2, UDB, Oracle, SQL and Unix Servers using GUI interface to perform administration.
• Grant users access to Mainframe systems by connecting user accounts to defined template access.
• Troubleshoot Mainframe systems by reconnecting user access, creating home directory paths, password resets.
• Create technical procedures on how to run scripts and how to use other software applications.
• Provided Project management skills for testing of applications, and modifications
• Maintained professional customer service in dealing with end users
• Monitored twenty-four (24) hour on-call cell phone for level 1 helpdesk
• Responded to and processed data tickets for access to applications by use of multiple ticking systems
• Utilized and provided support to Microsoft Suite software (Excel, Word, PowerPoint)
• Worked on multiple software enhancements, upgrades, security/audit projects as a technical expert.
• Analyzed the need of end users requests to provide access to a variety of application software
• Coordinated the revision of existing helpdesk procedural documents and provide training
• Worked directly with Directors, VP’s, and other top level executives