SUMMARY:

• Windows Administrator with expertise in user ID administration, desktop and network security troubleshooting and installations, and Windows server administration and monitoring. Proactive, detailed oriented with an ability to manage multiple priorities, problem solving, communication, interpersonal and teamwork skills. Experience in switches and routers, setup switches and activate.

PROFESSIONAL EXPERIENCE:

Confidential - Plano, TX

System Administrator

• Support Clients/Employees of Confidential and sister company Confidential
• Remote support to offices outside of Dallas, Texas (78 offices)
• Setup new hires in system (Active Directory) and perform Paperwork to send over logins/password details to Hiring Manager, Profiles, and Outlook (Exchange account)
• Provided support and disaster recovery service, monitored system performance and diagnosed software/hardware problems with performance monitor.
• Manage Distribution list and GAL in Active Directory per user groups and office branches
• Manage Printers (Files Scan, Ricoh copiers, HP printers)
• Manage XenApp servers - Voicemail servers, Citrix servers
• Mortgage Application - Encompass - Support and maintain by keeping with updates
• Credit Plus - Create new accounts of New Hires and Maintain profiles
• Monitoring all Citrix workstation within GFI - Restart Users session
• Create/update inventory using Google Docs - Equipment Inventory, Applications Inventory
• Support and maintain Google Apps for end users and within IT department
• Introduced ticketing system - ConnectWise to have Ticketing system in company
• Mimecast in Outlook - Outlook plugins installed and managed
• Travel to offices of Confidential and sister company Confidential and manage office network, phones, PCs, Printers/Copiers.
• Worked on moving servers and upgrading XenApp servers
• TCP/IP configuration
• DHCP/DNS troubleshooting
• Troubleshooting Windows Servers (2003, 2008 & 2012)
• Windows OS support (XP few end users, 7, 8 and 10)
• Mac OS support - with limited users
• Support VPN (Cisco Connectivity)
• Support Android and Apple devices (iPhone, iPad and Samsung Galaxy)
• Migrated internal employees using OS 8 and below to Windows 10 and supported.
• Imaged PCs, Intel NUCs and Dell machines
• Build PCs by installing SSD and Memory.
• Salesforce Install - Plugins update
• Salesforce.com account setup for new users
• Manage Salesforce.com user accounts with Contacts.
• Administration Duty with an Accounting department.
• Manage inventory in IT Department.
• SharePoint experience basic - update knowledge base.
• Setup Network at offices with Juniper (Netscreen) program it to VPN to Corporate.
• L2/L3 Networking
• IP all the machines in offices

Confidential, Fort Worth, TX

Business Analyst Jr. / System Analyst

Responsibilities:

• Complete ownership of Medical Claims, Revenue subject areas.
• Conducted GAP analysis of data requirements between source and target system.
• Requirements were captured using Rational Requisite Pro.
• Gathered, developed, coordinated, and maintained requirements for various projects from initial phase to final implementation ensuring the requirements met the standards.
• Adept at conducting user interviews and Joint Application Development (JAD) sessions for eliciting business requirements, system specifications and functional requirements.
• Identification of business rules for data transformation.
• Data mapping on Enrollment Module (EDI 834) of FACETS.
• Performed Data mapping to validate and customize Claims daily load into FACETS for processing the transactions.
• The process included importing claims into Facets that had been adjudicated and setting them in a "PAY" status so that a payment cycle could be run to create checks on Facets.
• Tested Performance & Accuracy related queries under SQL Server.
• Designed and implemented basic SQL queries for testing and report/data validation.
• Created Business Requirement Document (BRD), Functional Requirement Specification (FRS) document, User Requirement Specification (URS) and Change Request (CR) document for system application development.
• Participated in UAT and worked with Mercury Quality Center for bug and defect tracking.
• Collaborated with system architects, SMEs, Developers, Business and QAs in the design, development and implementation of a data warehouse application for the field users.
• Involved in generation and execution of SQL queries.
• Design of extract file format, column fields to be included, primary keys, grouping keys, indexes.
• Creation of business rules for grouping logic for extract files.
• Key liaison between business unit and development groups.
• Utilized a variety of reporting tools such as Crystal Reports and Oracle for querying underlying database tables.
• Participated in system testing, analysis support in defect fixing, and regression testing.

Confidential - Plano, TX

Sr. IT Help Desk

• Support Clients/Employees of Confidential
• Remote support to offices outside of Dallas, Texas
• Setup new hires PC’s, Paperwork, Profiles, and Outlook. Active Directory
• Windows System Admin - Provided support and disaster recovery service, monitored system performance and diagnosed software/hardware problems with performance monitor.
• Manage Distribution list and GAL in Active Directory
• Manage Printers (Files Scan, Ricoh copiers)
• Manage XenApp servers - Voicemail servers
• Monitoring all Citrix workstation within GFI
• Create/update inventory using Google Docs
• Support and maintain Google Apps for end users and within IT department
• Introduced ticketing system - ConnectWise to have Ticketing system in company
• Mimecast in Outlook
• Managed 1 intern. (Schedule and duties)
• Travel to offices of Capital Title and manage office network, phones, PCs, Printers/Copiers.
• Worked on moving servers and upgrading XenApp servers
• TCP/IP configuration
• DHCP/DNS troubleshooting
• Troubleshooting Windows Servers (2003, 2008 & 2012)
• Windows OS support (XP few end users, 7, 8 and 10)
• Mac OS support - with limited users
• Support VPN (Cisco Connectivity)
• Support Android and Apple devices (iPhone, iPad and Samsung Galaxy)
• Migrated internal employees using OS 8 and below to Windows 10 and supported.
• Imaged PCs, Intel NUCs and Dell machines
• Build PCs by installing SSD and Memory.
• Salesforce Install - Plugins update
• Salesforce.com account setup for new users
• Manage Salesforce.com user accounts with Contacts.
• Administration Duty with an Accounting department.
• Manage inventory in IT Department.
• SharePoint experience basic - update knowledge base.
• Setup Network at offices with Juniper (Netscreen) program it to VPN to Corporate.
• L2/L3 Networking
• IP all the machines in offices
• Data Entry experience to keep Inventory up-to-date.

Confidential - Dallas, TX

Sr. Support Analyst

• Support Internal Customers with technical issues
• Troubleshoot VPN (Trail, Pulse),
• Troubleshoot Outlook, Lync,
• Install and reinstall
• .PST and .OST File knowledge
• Archive & Vault knowledge
• Adding/Recreating Profiles
• Active Directory (Add computers to Domain, Reset password, Account locked & Unlock, Account Disable & Enable.)
• Group Policy Organizer
• Distribution List Manage
• Reset Password for internal applications.
• Troubleshoot Wireless Connection
• Setup corporate email on Mobile devices
• Troubleshoot Mobile Device - Blackberry, iPhone, Samsung Galaxy
• Remote Desktop with GoToAssist.
• Assist with Telephone Issues
• Troubleshoot Monitors, Desktop, Laptops, Docking Stations, Telephones (Desk Avaya and Soft phone with Avaya OneX)
• Troubleshoot Juniper (Install, Re-Install)
• Troubleshoot Windows (XP, 7) & MAC OS X
• With Mac - mainly did outlook setup and password Keychain support along with VPN issues.
• Install/Uninstall, Troubleshoot McAfee Antivirus Software.
• Troubleshoot computers that are affected by malware. Scan with McAfee Antivirus also other Antivirus software.
• SPAM Email support

Confidential, Plano, TX

Tier 3 Support / Junior Windows Server Administrator

• Migrated with team 100+ servers from Windows 2000 and Windows 2003 environment, including File and Application Servers; restored File permissions and Shares.
• Implemented Microsoft DHCP, DNS, WINS, Domain trust relationship, fault tolerance, file and print services, user and group management.
• Worked on Migration Projects Involving IIS 4.0, 5.0 and 6.0-based applications.
• Installed, and supported 100+ Desktops, Laptops, Network Devices, and Computer Peripherals with the IT team
• Was Responsible for Active directory, GPO, Domain users, Administrating users and groups and given appropriate permissions and privilege to access our LAN and Domain environment.
• Installed, configured, administered Windows 2003 servers, Active Directory Services, FTP, WSUS, IIS Web Server and SQL Database Server
• Was Responsible for Security Patch Management and Deployment to all clients using Microsoft WSUS.
• Weekly Backups on NAS storage
• User Support - Monitored and troubleshooting system performance, server & user related issues. Provided support to users to resolve their day-to-day issues related to OS, E-mail, Account issues, hardware etc.
• Was Responsible for Backup/recovery strategy of all windows based servers. Planned and implemented fault tolerance and strategies for backup and restoring files on the network using different media devices like tape drives, compact disk and additional hard disk etc.
• Implemented cross-functional IT skills training so our team was well prepared and resilient when faced with challenging issues, which greatly improved IT incident response times & work quality.
• Asset Management - Helped infrastructure team to Manage Leased Assets.
• Vendor Management - Build strong relationship with new / existing vendors to get good support and pricing. Selected and recommended the right product and the source at the appropriate price range for the business user.
• Experience with SNOW ticketing system - updating/modifying Knowledge Base within ServiceNow, Act as Level 2 when needed and resolve tickets within ServiceNow also managed Workflow section in SNOW for SLA purpose.

Environment: Windows 2000/2003, 2008 R2, SMS 2003, IIS 6.0, Microsoft WSUS, Windows XP/7

IT Intern

Confidential

• Setup Laptops at Media Center/Stadium/Hotels for executives meeting
• Setup Network (Switches) Connect network cables to have Internet ready
• Setup Printers and Phones for conference rooms and other places.
• During Super Bowl Game Day - Help Media with technical issues when needed.
• Cisco Customer Voice Portal (CVP) - Installation experience

Confidential, Coppell, TX

Technical Support Analyst / Sr. IT SecOPS

• Support Employees of Raytheon.
• Support with password resets, VPN token, Lotus Notes and any other technical problems.
• Used Lotus Notes, VPN, and Citrix software.
• Supported Outlook troubleshooting issues.
• Cisco Phones troubleshoot and configure.