PROFILE:

Seasoned professional with a decade of experience working in the information technology field piloting technical administration as well as undertakings consisting of service management, site leadership and facilitating cross - function teamwork. Has served as a permanent internal contributor as well as served clients for various short-term consulting assignments traversing corporate, small business, medical and federal sectors. In current pursuit of long-term permanent avenues to provide valued contributions derived from proven integrity and amassed exclusive experience.

TECHNICAL USAGE EXPERIENCE:

Systems Support: Windows Server 2012, 2008, Active Directory, Office 365, Exchange Server 2010, StorageCraft ShadowProtect, ConnectWise Automate(LabTech)

Virtual Environment Support: Citrix XenCenter, VMware vSphere, VMware vCenter, VMware Horizon View

Network and VoIP Support: Fortinet Fortigate firewall, Barracuda, Cisco Call Manager, Cisco Unity, Zultys MXIE Administrator, Avaya Site Administration, Avaya Aura, SolarWinds N-able, Cisco Wireless LAN Controller

Desktop Management and Imaging: Windows 10, 8.1, 7, XP, macOS, SCCM 2012, Symantec Ghost

Security and Content Filtering Software: Fortinet FortiClient, McAfee DLP, Websense TRITON, AppRiver SecureTide, Symantec Endpoint Protection, Bitdefender, BitLocker, Malwarebytes, Fortinet VPN, Cisco VPN, Duo

Remote Support Tools: Team Viewer, LogMeIn, Connectwise Control, VNC, Cisco VPN Client, Cisco WebEx

Workflow and Knowledge Management Software: ServiceNow, SharePoint, Inquira, SAP BPC, SAP Success Factors ManageEngine Service Desk, Zendesk, Remedy, Heat, Q360, Spiceworks

PROFESSIONAL EXPERIENCE:

Confidential, Indianapolis, IN

Verification & Deployment Analyst

Responsibilities:

• Facilitated operations and cross-team function between web and content development teams, verification teams and project management for successful development, QC testing and deployment into federal client production environments
• Liaised between internal stakeholders, sponsors and sub-contracted business partners to foster value co-creation by ensuring product deliverable completion for quick turnaround delivery to primary client consisting of the Centers for Medicare and Medicare Services
• Managed tight deployment deadlines and led high visibility communication regarding product coding progress, specification change, technical challenge mediation and final deployment confirmation to all stakeholders involved including senior leadership
• Participated in highlighting opportunities to improve communication, clarify expectations and streamline SOP’s
• Worked with business units in utilizing SAP BPC tool during SharePoint integration and customization in preparation for future migration from SharePoint
• Executed application test plans as well as administer back-end administrative database for product functionality

Confidential, Indianapolis, IN

Senior IT Support Analyst

Responsibilities:

• Oversaw IT operations for a regional corporate office/contact center consisting of over 1,300+ users onsite and 200+ remote while acting as primary liaison between local office and corporate HQ throughout continual departmental restructuring
• Interviewed and trained contractors for assistance in completion of projects and mentored in technical
• Served as SME working with the ITSM knowledge management team to consistently update and document configuration and support procedures for software application updates, fixes and new version releases
• Actively advised local staff management and remote service desk management on operational procedures regarding IT end-user support, escalation process and policy
• Worked with network engineers troubleshooting widespread issues affecting connectivity such as misconfigured ISE port configurations after remote network upgrades affecting user endpoints, Wi-Fi access points and VoIP phones as well as random issues with IDF equipment such as switch ports being disabled
• Actively engaged EUC engineers regarding imaging issues and updates pushed out through SCCM that adversely affected local user software including terminal emulators

Confidential, Indianapolis Area, IN

Operations, Business Analysis and Project Coordination

Responsibilities:

• Assisted project managers by engaging international staff for translation of knowledge base articles and followed up with team members on deliverable completion status to be documented for review
• Pulled and compiled system reports of user metrics and activity to be delivered to upper management
• Analyzed old ticketing system for technical faults and workflow improvements to be input into new ticketing system
• Worked with project managers in undertaking of multi-site network equipment upgrade execution timeline
• Created PowerPoint presentations on software usage to be utilized by onboarding team during new-hire orientation s
• Configured and deployed Bitdefender anti-virus for new client environments managing polices and exceptions in console
• Reviewed and acted on network security reports generated by the national SOC for suspicious activity in local branch of infrastructure
• Applied firmware updates and roll-out of web content filtering on Fortinet Fortigate firewall as well as configuring and deploying Forticlient as new endpoint anti-virus solution after client’s 2nd CryptoLocker ransomware breach
• Worked with software developers to test security settings and access rights for development software throughout company-wide tightened security policy enforcement
• Allocated to act within a two-man team to spearhead project of security moderation initiative for IBM Connections social collaboration suite to prevent future data leaks encompassing 60,000+ users after major incident of confidential financial information exposure
• Worked with Governance, Risk and Compliance in the development of process flow for determining strategy of threat identification, appropriate user response time for corrective action and points of escalation to CISSP level resources and HR
• Administered Office 365 for majority of client base
• Utilized virtual servers in Citrix XenCenter and partnered with engineer in migration of prod servers from Citrix environment into VMware vCenter
• Administered VDI environment through VMware Horizon View and back-end through vSphere
• Pushed OS images and software through SCCM 2012
• Consulted with software vendors for engineering level support on escalated issues
• Supported and trained surgeon business owners as well as coordinated technical resolutions of issues with external IT vendors on their behalf
• Utilized SolarWinds N-Able and ConnectWise Automate (LabTech) for systems management and served as a first responder onsite for Sev1 network and server outages to resolve or troubleshoot until engineer assistance could be provided
• Monitored and troubleshot issues with Barracuda backup devices
• Provided general user support and administration in a team environment collaborating with infrastructure engineers on escalated issues and projects
• Participated in network switch upgrade project in local and satellite offices
• Administered VoIP hard and soft phones through Cisco Call Manager and Cisco Unity