TECHNICAL SKILLS

LANGUAGES: Fluent in Spanish which includes reading, writing, and speaking.

EXPERIENCE:

Onsite IT Support Technician

Responsibilities:

• Work tickets assigned via the Help Desk system and respond to calls on the Help Desk Phone line. Focus is primarily end user desktop and laptop related issues, but may also be assigned server level work as appropriate.
• Configure and build end user laptop and desktop computers.
• Monitor and maintain assigned server based systems to ensure maximum uptime and reliable operation. Includes management of disk space, review of event logs and taking corrective action, as required.
• Processing User Access requests for network credentials using Active Directory and all company-wide applications based on roles.
• Responsible for processing and tracking New Hire, Temp / Contractor, access change, and Termination requests
• Create and maintain documentation related to troubleshooting, system configurations, internal IT procedures, and end user procedures.
• Research, test, and implement products and systems required to meet business objectives.
• Respond to alerts and emergencies during on-call assignment.
• Monitor status of end user PC security updates and Anti-virus definitions.
• Installs, configures, maintains, and troubleshoots a wide range of software and hardware for laboratory support and corporate end-users
• Accepts other duties as assigned.

Temporary IT Account Administrator

Responsibilities:

• Work to ensure dat Identity Access Management initiatives are implemented in a stable and timely fashion.
• Administers User accounts and resource access rights in Point of Sale software such as Demandware and RLM and Windows Active directory and Office 365.
• Installs, configures, maintains, and troubleshoots a wide range of software and hardware for store support and corporate end-users.
• Performs hardware/ software upgrades to existing computer equipment as needed.
• Performs other duties as assigned by IT Manager.
• Provide suggestions on how to improve existing process and document procedures for department.
• Ensure appropriate process for account change, both maintenance and on/off-boarding are followed

Access and Identity Security Administrator

Responsibilities:

• Assisting wif the development of functional and role-based access templates (based guidelines and requirements provided by Information Security and the business unit owners)
• Building access templates to support these functions/roles
• Processing access requests
• Developing the processes and procedures to support the above access assignments
• Analyzing access requests for proper format and authorization
• Maintaining access request documentation
• Properly administering access exceptions, supplying escalation and senior management risk sign-off.
• Managing remote access tokens and related server access.
• Reviewing applied access for consistency and integrity.
• Working wif Information Security to maintain access per security administration policy.
• Terminating obsolete access, as necessary.
• Trouble shooting access problems.
• Supporting periodic certification of existing access.
• Manages access to all designated systems and applications supported by Information Systems.
• Responsible for processing and tracking New Hire, Temp / Contractor, access change, and Termination requests.
• Responsible for Outlook / Exchange access administration and RightFax accounts
• Responsible for reviewing all existing access to ensure it remains compliant wif security policy and all exceptions has been properly documented and authorized/approved.
• Responsible for developing functional and role based access groups and/or templates per policy and implementation standards.
• Responsible for working wif Information Systems and IS Engineering to properly administer access to Active Directory.
• Works wif Internal/External Auditors and/or Examiners to fulfill access authorization and/or other access reporting requests.
• Responsible for the administration of Safeword remote access authentication tokens.
• Responsible for access reporting on/from all supported systems/applications, as applicable.
• Provides timely follow-up and verification related to systems or application requests.
• Ensures user systems and application IDs work properly.
• Responsible for updating and resolving request tickets in tracking database and ensuring timely settlement of assigned user requests and issues.
• Responsible for creating and updating work orders related to assigned tasks.
• Develops and implements training material for fellow Technical Support team members.
• Works closely wif fellow Technical Support team members.

InGame Technician

Responsibilities:

• Responsible for technology operations for all NBA, WNBA, and Developmental League games.
• Project work for equipment refreshes during non-game season.
• Support game and broadcast related applications and systems before, during, and after games. This includes NBATV, NBA.com, DMM, NBA Stats Channels, Stats, and Arena systems.
• Proactively monitor applications and systems, addressing and resolving issues as they arise, and coordinating resolution wif other departments where applicable.
• First line of defense to troubleshoot and resolve software, hardware and network issues related to Digital Media, NBA Digital, NBA Corporate Network, NBA HSAN and connections to partners and third parties.
• Execute designated Pre-game Operation Check-in procedures for Stats and HSAN connectivity; escalate to on-call staff when required
• Work wif Broadcast Operations and Engineering departments to resolve issues wif Digital media, feeds and international broadcasters.
• Support NBA Helpdesk operations during pre-defined TOC hours to resolve issues wif equipment, connectivity, outlook/email
• Provide testing support of Team and Arena and Event projects as needed
• Support Team and Arena group during events as needed

Sr NOC Technician

Responsibilities:

• Monitors the production environment helping to ensure dat network integrity is maintained, batch processing is completed and service level agreements are met
• Provide day-to-day maintenance and support of IT applications and infrastructure
• Responsible for operating and maintaining production systems, as well as providing hardware/software equipment support.
• Monitor systems operations, network infrastructure, trunked radio system, microwave systems, SNA circuits, and data circuits
• Analyze problems or malfunctions, take corrective action, and/or coordinate corrective action wif system engineering or vendors as appropriate
• Perform remote diagnostics on analog/digital/frame relay circuits via Cisco IOS commands
• Document problems and their resolutions using Service Now and Remedy ticketing systems
• Participate in the management of any new infrastructure added to the network and ensuring dat it is included in the network monitoring and management tools
• Maintain Data Center security through temporary access lists and controls
• Perform related duties as assigned or requested and maintain and apply working knowledge of PSEG standards for Business Controls and meet management's expectations for effective internal business controls
• Handle active directory security, SAP, and VPN RSA requests dat include account unlocking, password resets, and login issues.
• Provide support and troubleshooting for users IT related service requests
• Monitor and respond to network intrusion alerts using Cisco's Mars system.
• Monitor and troubleshoot the status of the staging and production server environments which included Windows, Unix and Linux servers using HP Openview, Netcool, Sitescope and Tivoli.
• Part of the incident and problem management team in trying to determine root cause of outages
• Provide support for enterprising computing hardware and software platforms
• Recognize alerts and provide first line of support
• Follow escalation procedures for complex issues
• Scheduling and installation of computer and network equipment in Data Center
• Participate in daily service and incident review meetings to resolve severity one production issues, determine root cause, and implement solutions
• Communicate outages to all effected users and internal staff via emails, bulletins, and voicemail announcements as necessary
• Maintain server operating systems up-to-date wif patches and updates
• Run nightly scripted maintenances on servers both Unix and Windows

IT Support/System Administrator

Responsibilities:

• Provide the dealership (BMW and Saab) wif IT support including managing AD account and application accounts
• Liaison wif 3rd party vendors on resolving any issues dat prevent normal dealership operations
• Manage 250-300 user network which includes Ethernet users and wireless users
• Manage PBX phone system (Avaya IP Office) and Provisioned users wif RightFax accounts
• Assess and purchase computer equipment necessary for dealership operation

Operations Support/Data Center Engineer

Responsibilities:

• Daily monitoring of critical server tasks, analysis & problem resolution of misc. events log files, data drive disk space, replication conflicts, mailbox's for dead mail, replication events cluster replication using Netcool and HP Openview, among other utilities
• Providing 2nd level support for internal Help Desk to resolve administrator issues wif Windows Server 2003 and specific E&Y applications
• IT Service Management (ITSM) based on ITIL best practices
• ITIL Service Support areas of Incident, Problem, Change, Release and Configuration Management
• Support for Windows Server 2003 and Domino 6.5 to Domino 8
• Blackberry Enterprise Server 4.1, BES Administration & user maintenance, creations, deletion, activation problems
• Diagnose and troubleshoot domino server crashes
• Daily management, analysis and troubleshooting on Lotus Notes mail files and users.
• Managed the tape library for daily operations including monitoring backup jobs, ejecting tapes, sending off-site, labeling, etc…
• Incident & Problem management, ITIL Foundation v3
• Notifying upper management and effected users about system outages and duration
• Provide daily monitoring, analysis & troubleshooting of Domino applications
• Responsible for providing research analysis for problem and incident management
• Logging and analyzing complex requests via Remedy Call Tracking System.
• Dispatching requests to the appropriate work queues
• Monitoring and reporting Global network outages using the Wat's Gold management software.
• Assisting Management on issues related to the infrastructure outages
• Coordinating wif Department managers and engineers to troubleshoot incidents and finding root cause
• Escalate issues to upper management when necessary
• Research and implement solutions for root cause of incidents and problems
• Document incident and problem solutions in knowledge base

Application Security Administrator

Responsibilities:

• Perform user access control administration on a daily basis across multiple technology platforms to ensure the

  protection of information assets and systems which include Windows 2000, XP, UNIX, and VMS.

• Manage network accounts in Active Directory and on Unix/Solaris systems.
• Monitor and audit security logs for suspicious activity; perform investigative follow-ups.
• Meet wif external auditors to review and formulate responses to audit findings.
• Participate in security planning and testing for future application system implementations.
• Function as firm's primary contact for security-related issues and directives.
• Perform periodic user access level re-certifications on various systems/applications.
• Develop, implement and enforce Corporate Information Security policies, strategies and standards.
• Perform email content monitoring and URL monitoring.
• Develop, maintain and communicate Security Awareness program to user community
• Performs other Information Security projects / duties as needed.
• Keep record of trouble tickets in BMC Remedy
• Managed user accounts and passwords in BMC Remedy V6
• Provide support to users in Latin America offices
• Provisioned users wif RightFax accounts

Helpdesk Technician

Responsibilities:

• 24/7 technical support for over 10000 company users
• Keep a record of trouble tickets in BMC Remedy
• Provide support to users in Latin America offices
• Troubleshoot Lotus notes R5, R6, and 6.5, Outlook 2000-2003, Windows 2000 and XP
• Escalated server issues as necessary
• Created PC images using Ghost and deployed onto PC's for rollout
• Build machines from the ground up and troubleshoot hardware issues
• Manage network accounts in Active Directory
• Manage VPN accounts for remote users using RSA
• Managed macros, user accounts and terminated users in BMC Remedy
• Escalate server outages by contacting respective server representatives
• Troubleshoot Blackberry devices to ensure synchronization, email receipt, etc…

Lead Helpdesk Support Specialist

Responsibilities:

• Install Citrix Neighborhood, Reflections, Novell Client, BMC Remedy, and Extra for Netware software.
• Format hard drives, create and install PC images, troubleshoot hardware problems, network connection problems
• Managed user accounts, passwords and macros in BMC Remedy
• Respond to customers' telephone inquiries concerning support requests, systems status, and network connectivity.
• Create new users and execute Novell password and Cerner Millennium password resets.
• Implement TCP/IP address on Laser Jet 4050N printers and add printers on PC.
• Diagnose hardware and software problems through research, isolation, and resolution steps using various automated systems.
• Report and document problems wif procedures and make suggestions for improvements
• Excellent QA testing due to the upgrade of Cerner Classic to Cerner Millennium on Windows 98, 2000 and XP operating systems.

Desktop Support Technician

Responsibilities:

• Dell rollout and replacement of 13,000 remote site Teller workstations, Super Teller and Management Platforms
• Uninstall all legacy systems and monitors, package and remove
• Unload, unpack, build and install new Dell Optiplex Gx260 2-Gig workstations wif Flat Screen monitors
• Connect and test branch: Terminal Printers, VSR card swipes, TCU cash dispensers and network printers
• Run Pre-sync VB scripts and post-sync HP DTA installs after network synchronization
• Upgraded hardware on client laptops according to company specifications and Lotus Notes R5.
• Troubleshooted computer equipment which included laptops, desktops, printers, PDAs, scanners, copiers, software including Office 98-XP, and connectivity problems, and rightfax
• Created and managed images for the upgrades using Symantec Ghost
• Installed Virtual Private Network software provided by company
• Keep record of trouble tickets in Remedy
• Repaired network equipment which included Cisco WAP and Windows 2000 Server