SUMMARY

• I am a talented professional with experience in the healthcare, manufacturing publishing, finance and insurance industries in both domestic and international environments.
• I possess excellent troubleshooting skills and am proficient writer with close attention to detail.
• Among my skills is that I am an effective communicator with both technical and non - technical individuals to drive results.
• I have experience in the areas of data analysis and reporting, knowledgebase article writing, Service Delivery/Management and technology support with very strong customer service and analytical skills.

TECHNICAL SKILLS

Networking/Server: SSL/PKI, Routers, TCP/IP, FTP, Wi-Fi configuration and security, firewall port configuration, rsync (backups) configuration scheduling and encryption, NAS configuration

Languages: PowerShell, Automator (Mac), SQL, BASIC, HTML, Visual Basic for Applications

Hardware Support: Troubleshoot and repair printers, PC desktop, laptop and Macintosh computers, iPad, iPhone. Mobile devices (Blackberry, iOS, iPhone) including VPN

PROFESSIONAL EXPERIENCE

Confidential, Edison, NJ

Sr. Provisioning Coordinator

Responsibilities:

• Issue internal and external web site TLS/SSL security certificates as requested
• Participate in the migration from an on-premise electronic signature and PKI certificate infrastructure to a hosted solution
• Primary support for digital signature and SSL certificates
• Administrator of the PKI end user SharePoint site
• Provide daily uploads of dynamic security device reports for support
• Develop test documentation for new applications used by Identity and Access Management (IAM)
• Write, update and review knowledgebase articles and work instructions for both support and end-users conforming to corporate knowledge management guidelines
• Manage the shipping, issuance, returns and inventories of 2-factor dynamic security code devices
• Perform metrics for management
• Fulfill ad-hoc reports on BMS’s eSetup request system when required
• Triage (case handling) tickets assigned to IAM via Service Now
• Conduct User Access Reviews (UAR) to ensure that appropriate levels of access are given to end-users

Confidential, Edison NJ

Corporate Security Analyst

Responsibilities:

• Onboarding/offboarding Active Directory, RSA and e-mail accounts (create/removal)
• Wrote the standard operating procedure (SOP) for network account, email, and remote access creation
• Created the SOP for Everest’s 3rd party broker account creation
• Main point of contact (POC) for Corporate Security as part of Everest’s migration to Rackspace
• Resolve various account access issues (reset passwords, unlock accounts, clear next token mode)
• Answer phones on the Corporate Security hotline and respond to e-mail inquiries for support
• Add/remove membership in AD accounts
• Create and modify distribution lists, service accounts and resources in Exchange Admin
• Create accounts for external end-user access
• Process account terminations
• Create, modify and troubleshoot accounts in WebEx, Policy Decisions ClaimCenter, Confidential ClearSight, ImageRight, Underwriters Workstation, QlikView, WINS (AS/400 system), remote connectivity and Concur Handle an average of 40 tickets per day

Team Lead, End User Support

Confidential

Responsibilities:

• Train new support personnel on Bessemer’s IT processes and procedures
• Document Bessemer’s IT procedures and write knowledgebase articles (KBAs) when needed
• Design and maintain a SharePoint site for the Randstad managed service at Bessemer
• Acquire monthly metrics and produce reports
• Act as a liaison between Bessemer management and end user support staff
• Ensure policies and procedures were being followed as to what was prescribed by Bessemer
• Conduct weekly team meetings to address any issues with the team or to provide any announcements on upcoming initiatives with the client
• Create network share drives for departments and associated Active Directory groups for granting permissions
• Generate financial statements for Client Advisors and clients of Bessemer
• Perform workstation patch remediation and deployment using Tivoli/Big Fix
• Run security scans on potentially infected machines and remediate systems where anti-virus wasn’t running
• Deploy software packages to end-users
• Attend weekly patch remediation meetings
• Perform all the tasks listed below in the Help Desk Support Engineer role

Help Desk Support Engineer

Confidential

Responsibilities:

• Wrote and maintain an Access/Oracle database of technical applications, support contacts and Human Resource information
• Provision mobile devices for remote access
• Create and update Active Directory groups
• Answer support calls from end-users
• Image new workstations and update information in an inventory management system
• Create new mailboxes and distribution lists in Exchange Admin Console
• Troubleshoot various hardware, remote connectivity and software issues
• Create new mainframe, service and user accounts
• Send reports to employees
• Manage workflow redirects and terminations

Confidential

Problem Management Coordinator

Responsibilities:

• Facilitate the weekly critical incident meeting
• Distribute weekly agenda for the critical incident meeting
• Track all critical incidents (severity 1, severity 2, failed changes)
• Oversee all severity 1 incidents for the “tier 1” applications
• Identify trends and work with teams to establish remediation plans where necessary
• Generate the monthly dashboards for all “tier 1” applications
• Review dashboards with application owners and update where necessary