SUMMARY:

I have twenty years of IT experience. I am a cooperative team member as well as a self - starter. I bring extensive computer knowledge and I have excellent customer service skills. I am organized, a quick learner and demonstrate a strong work ethic. I am seeking a position in the IT field that would utilize my computer and customer service skills while challenging me with new opportunities.

SKILLS:

Demonstrated record of high performance standards, including attention to schedules, deadlines, budgets and quality work. Major strengths in planning, problem solving and communication. Skilled at organizing complex projects, defining project priorities, and delegating tasks.

PROFESSIONAL EXPERIENCE:

Confidential, Denver, CO

Identity & Access Management Analyst

Responsibilities:

• Provision network and application accounts fulfilling security administrative tasks through the Confidential 's Office of Information Technology.
• Utilize role based authorization methodologies and authentication technologies using: Active Directory, Novell, Google, eDirectory, Microsoft Exchange and remote access applications.
• Added users to CA Service Desk, Novell Portal, Windows UAG, Oracle, CHATS, SAVE, CBMS, CFMS and EBT. Support of Online Request System and Support Automation.
• Provided provisioning training and customer service.
• Communicate with proper support teams to troubleshoot issues/problems using CA Service Desk.
• Responsible for policy enforcement and verifying correct state documentation and forms received are complete and compatible with information compliance regulations.
• Provide customers with accurate and effective services by following OIT Service Operations procedures.

Confidential, Centennial, CO

Service Desk Analyst

Responsibilities:

• Provide support to end user via phone, online chat and email.
• Use ITSM tools to create/update tickets as needed.
• Perform modify, add, change, disconnect ( Confidential ) provisioning tasks, network ID, email addresses, network file share permissions.

Confidential, Boulder, CO

PC Tech

Responsibilities:

• Provide end user support on Windows-based and Mac-based workstations both remotely and onsite.
• Provide back-end support to clients including: network troubleshooting switch programming, firewall programming, server maintenance and configuration.

Confidential, Boulder, CO

Tier 1 Technician

Responsibilities:

• Provide technology support to four school buildings that includes 1,650+ students and 150+ staff members.
• Hardware that is supported includes desktop computers, laptops, wireless access points, phones, document cameras, digital projectors, copy machines, and printers.
• Install and support software in labs and classrooms.
• Manage workstations using the System Center Configuration Manager (SCCM).
• Image and install new workstations according to the district rollover schedule. Install and configure network printers.
• Communicate regularly with technology contact and principal at each building. Repair hardware as needed.

Confidential, Englewood, CO

Help Desk Analyst

Responsibilities:

• Provide first call resolution support for all incoming incidents with continuous coverage of incoming call queues.
• Troubleshoot VPN, Citrix, windows environment, and variety of different software applications utilized at Confidential.
• Assist users with continuous education on applications and technology.
• Manage Active Directory accounts, Distribution Lists, and Contacts
• Remote into machines to fix hardware and software issues.

Confidential, Westminster, CO

Application Systems Analyst

Responsibilities:

• Analyze, design, and make recommendations to improve existing systems and/or methods, and provide written, detailed reports of such.
• Assess assigned user areas for efficiencies and effectiveness.
• Evaluate alternative services and technology solutions on an ongoing basis and assures cost-effective solutions.
• Coordinate the preparation of departmental and interdepartmental policies and procedures, job functions, operating procedures, manuals, and system documentation.
• Maintain complete and up-to-date project documentation for all assigned projects.
• Assist with a variety of related projects on an ad hoc basis.

Confidential, Littleton, CO

PC Technician

Responsibilities:

• Installed software, hardware and peripheral equipment for all employees.
• Configured users computers to the network.
• Investigated and resolved problems reported by users by telephone, remotely and in person. Installed, configured, and networked printers.
• Refreshed old computer systems throughout the company.
• Responsible for users data, files and individual software.
• Promoted and installed XP Pilot Program and trained users.
• Moved, set up, and configured computers at various locations within the company.
• Used Remedy ticketing system.

Confidential, Denver, CO

Help Desk

Responsibilities:

• Supported students and staff with computer technical support.
• Loaded software packages and instructed students on their use.
• Added new students to the school’s network.
• Installed new computers into the classrooms and was responsible for maintenance.
• Repaired old computers and upgraded their systems.