SUMMARY

IT Help Desk Analyst seeking to embark on a career path in IT Security. Relevant experience includes areas of IT Controls - Confidential - Confidential Compliance, HIPAA and use of software compliance tools. Known for ability to communicate clearly and resolve high-stress situations. Confident in capacity to quickly develop skill set needed to contribute to IT success.

TECHNICAL SKILLS

Certifications: CompTIA Security +

Systems: Windows 7,10, Mobile-Android and Apple IOS Devices,

Software: Microsoft O365, SharePoint 2010/2016, Active Directory, Microsoft Exchange 365, Microsoft Dynamics CRM,

IT Compliance Tool/Mobile Security: RSA Archer GRC, AirWatch MDM, ServiceNow Incident/Change Management, SAP, Confidential Platform

Ticketing Systems: Remedy, Cherwell, SharePoint, Salesforce Ticketing Systems

PROFESSIONAL EXPERIENCE

Confidential, Tucker, GA

IT Support Engineer II

• Resolved issues related to Windows, network connectivity, as well as problems associated with software and hardware errors. (Laptops, Desktops, Tablets and mobile phones)
• Resolved all level I and II desktop support requests, application support, software /system updates and E-Mail (Exchange 365), Microsoft Outlook.
• Combination of phone and remote support requests via LogMeIn, TeamViewer and Microsoft Remote Desktop management platforms.
• Maintained Active Directory’s OUs and Policies, Domain Accounts and fulfilling requests for provisioning/de-provisioning accounts, adding accounts, password resets and their prospective membership groups assigned duties.
• Provided mobile device and asset management for mobile devices such as Samsung Galaxy Tablets, Samsung Android Mobile devices utilizing AirWatch MDM.
• Deployed new profiles for mobile devices such as email, security, compliance and MDM Updates and changes to ensure HIPAA Compliance of PII Information on mobile devices.
• Registered devices with Samsung Knox MDM, performed factory resets and enrollment for distribution of new users.
• Documented/Logged/Acknowledged support requests from clients via ServiceNow Ticketing System.

Confidential, Atlanta, GA

Technical Support Representative

• Technical services consisted of porting activations and break-fix resolution, ticket triage, provisioning, and escalation procedures, troubleshooting multiple issues relating to device and network capabilities; escalate to appropriate department
• Supported Windows-7 & 10, POS Terminal functions, Troubleshooting Verifone and Ingenico Credit Card devices, Receipt printers and Dell printer devices, Along with uninstalling / reinstalling application drivers and software.
• Received inbound calls from an IVR system based on routed issues (email, network connectivity, accessing applications in a fast-paced environment and TEMPeffectively document issues in Remedy ticketing system.
• Assume responsibility for solving customer problems while ensuring customers’ expectations are met, if not exceeded.
• Maintaining prepaid wireless services on a nationwide GSM, HSPA+ and LTE wireless networks. Applications and operations support for 700+ Cricket Authorized Dealers and Confidential &T Corporate stores locations.
• Proficient use of SMG/SOA, PEARS (Port Eligibility and Reference Services), SMG/SOA, Neustar for porting verification and manual activation.

Computer Generated Solutions- Confidential Dunwoody, GA

Confidential Tier II Engineer

• Supporting Cloud Applications and Identity Access Management solutions such as Office 365, Salesforce, ServiceNow, Workday, etc.
• Provided well-thought out and reliable direction, both in technical and non-technical terms, to help customers integrate, deploy and maintain the Confidential Platform.
• End-to-end ownership of customer issues, including initial troubleshooting, identification of root cause and issue resolution for cloud applications
• Provided support by integrating Active Directory to Confidential Platform to access application as Single Sign-On Service for cloud applications.
• Internal and external point of contact on customer escalations and ensuring customer issues are resolved as expediently as possible.
• Documented/Escalated/Acknowledged issues utilizing Salesforce Ticketing System.
• Supporting Identity Access Management solutions, LDAP, SSO, SAML, and WS Federation.

Confidential, Atlanta, GA

Jr. IT Controls Analyst,

• Reviewed requests for access, changes and various information based on their adherence to documented SOX Compliance and process requirements and standards.
• Determined if access was needed by conducting risk analysis using SAP Risk Management tool to ensure risk mitigation and separation of duties.
• Submitted requests to appropriate personnel/Data Owners for approvals, documented/added all access to Archer GRC and SAP for compliance.
• Initiated follow-up actions to correct any problems or inefficiencies arising during execution of the Security Request process, to ensure that the correct access has been given, and all procedures followed.
• Escalated risks, control weaknesses or compliance breaches to Senior IT Management.
• Supported requests for information from management and/or the Regulators on risk and control activities.
• Performed special projects and analyses upon request from management.
• Assisted Senior IT Controls Analyst with audit workpapers and files that are accurate, complete, and consistent with auditing standards and record retention requirements.

Confidential, Roswell, GA

Level I Help Desk Support,

• System administration within Active Directory and windows environments with user account, distribution and security group creation and management.
• Created new user mailboxes utilizing Microsoft Exchange, also created and provided support via helpdesk tickets, i.e. creating distribution groups, adding mailboxes to existing accounts, etc.
• Documented technical support resolutions via SharePoint Ticketing System.
• Logged technician availability for various locations to ensure work will be completed on job sites.