SUMMARY:

Experienced professional seeking a position where I can utilize my previous I.T., office and leadership experience and training in order to make a positive contribution to an organization that values hard work, dedication and results.

SKILLS:

• Tivoli Identity Manager
• RSA Token
• Technical Documentation
• VBA in Excel
• Cisco Jabber
• Microsoft Office Suite
• Fax | Copy | Scan
• V Lookup
• Troubleshooting
• Hardware | Software
• Mainframe (ACF2)
• Planning | Installation
• Informatica
• Troubleshooting
• Problem - solving
• Cat-5e/6 cabling
• Symantec
• Incident Management
• XML
• SAP
• Aveksa Identity Manager
• Oracle
• IE / Chrome
• Business Intelligence
• ITIM Entitlement Management
• UNIX/Linux/Red Hat
• Avaya
• HTML
• Multiple Ticketing Systems
• SUDO- UNIX/LINUX
• AWD and AWD-BI
• SQL
• Windows
• Group Policy
• Avaya
• SalesForce
• Punctual
• Active Directory (Elevated Access)
• SharePoint
• Goal-Oriented
• VMWare
• Cisco
• Wifi
• Compliance-VMWare vCM SigmaFlow
• Skype for Business
• HP Service Manager
• LDAP
• Citrix
• Rally
• VersionOne
• Technical Support
• Database
• Provisioning of access
• Identity Management
• DNS/DHCP
• LAN / WAN
• SCCS
• Exchange Server
• SCCM
• Netgear
• CRM

EXPERIENCE:

Confidential, BLOOMFIELD, CT

Access/Identity Management Consultant

Responsibilities:

• Building Role-Based Access Controls based on requirements set forth by various teams
• Handled over-the-phone and application-based technical support for internal representatives
• Handled questions with regard to access controls via phone, Skype for Business and email
• Writing of technical documents regarding use and provisioning of access in Role-Based Access Management
• Helped to build knowledge, self-esteem and confidence level of my team, resulting in more productive, more fulfilled employees and improved metrics
• Troubleshooting and over-the-phone assistance
• Running, preparing, and analyzing daily reports
• Daily work in ITIM Entitlement Manager, Hewlett Packard Service Manager ticketing system, Aveksa Access Management, and Active Directory
• Updated Primary and Backup Ownership, membership, and descriptions of Global/Active Directory groups

Confidential, SPRINGFIELD, MA

Access/Identity Management Consultant

Responsibilities:

• Granting access on different levels in a variety of applications including Active Directory, Group Policy, LDAP, UNIX, Mainframe, Business Intelligence, Proprietary Apps, and multiple standalone applications
• Handle over-the-phone and application-based technical support for both onshore and offshore representatives
• Handled 24-hour on-call and hotline duties to ensure constant coverage
• Successfully managed troubleshooting, assisting the Help Desk and escalated situations on a daily basis
• Writing of technical documents regarding use and provisioning of access in all types of applications
• Helped to build knowledge, self-esteem and confidence level of my team, resulting in more productive, more fulfilled employees and improved metrics
• Troubleshooting and over-the-phone assistance
• Running, preparing, and analyzing daily reports

Confidential, WORCESTER, MA

Help Desk Lead / Dispatch Lead

Responsibilities:

• In the first three months of employment, I stepped-up into a fill-in "advocate" or lead assisting customer service reps with difficult or escalated issues up to and including some supervisory tasks such as taking supervisor calls with all empowerment implied
• Handle over-the-phone technical support
• Successfully manage sales, repair, billing, retention and escalated situations on a daily basis
• Assist reps after they had been released from training
• Writing of technical documents to increase knowledge of process and policy
• Build product knowledge, self-esteem and confidence level of my team, resulting in better call-quality scores, more fulfilled employees and improved metrics
• Troubleshooting in person and over-the-phone assistance
• Running, preparing, and analyzing daily reports
• Assist Serviceability and Construction Departments in the acquisition of new customers
• Assisting co-workers and hew hires with training and assistance in departmental and company practices
• Working with Technicians, Supervisors, Managers, and Directors to troubleshoot complex network problems
• Overseeing daily workloads for up to 50 technicians at a time

Confidential, HADLEY, MA

Home Essentials Consultant

Responsibilities:

• Earned Bronze, Silver and Gold certifications within first six months of employment; These certifications are earned upon successful completion of online continuing education seminars.
• Provided customer education on the newest technology and suggests ways they can network their homes and integrate their computers, tablets, smart phones, televisions and other electronics
• Actively sought to learn and grow by engaging in on-the-job training opportunities
• Sales, product knowledge, cash-handling, inventory, and customer interaction
• Customer interaction: asking questions to determine customer needs and desires; explaining features and benefits of products to ensure customer satisfaction
• Successfully employed active listening techniques which ensures customer satisfaction

Confidential, NORTH MYRTLE BEACH, SC

Installer | Technician | Network Administrator

Responsibilities:

• Involved all aspects of residential and commercial planning, installation and maintaining of home and buisness networks
• Managed the running and termination of Cat-5 (plugs, outlets and punch-down blocks), installing switches and routers (in houses, offices and office buildings and entire strip-malls), setting up security and networks and providing tech support to clients in these and other regards
• Software installation, integrating and networking multiple computers
• Ensured clients were set-up with their ideal solution through consultations and that they understood everything was another responsibility as well as contract maintenance
• Performing these tasks provided me with an intricate knowledge of networks (private and public) with regard to how they work, setting them up securely, achieving optimum performance and reliability and troubleshooting
• This was an all-inclusive position and an excellent learning experience, which ultimately inspired me to return to college to pursue a degree in Information Technology
• My reason for leaving the company was to return to Massachusetts to be closer to family