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Access Management Resume

SUMMARY:

  • Hardworking and enthusiastic junior level Network Specialist with excellent skills in Cisco IT Infrastructure and proven track record of meeting key performance targets.
  • In - depth knowledge of the mission, goals, objectives, policies, and procedures within an IT Service Desk in order to answer questions and use judgment in determining when major problems or issues require supervisory decisions.
  • Deep understanding of customer support concepts and methods in an IT Service Desk / Help Desk /Call Center environment.
  • Working experience with DoD Civilians, military and contractors is desired
  • Working knowledge of MS Active Directory
  • Working knowledge of MS Office products
  • Working knowledge of Remedy ITSM
  • Knowledge of Information Technology Infrastructure Library V3 (ITIL)
  • Knowledge of Host Based System Security
  • Knowledge of Assured Compliance Assessment Solution (ACAS) Windows
  • Detailed oriented
  • Good interpersonal skills
  • Experience in conducting research for special projects
  • Customer service oriented
  • Exceptional Customer Relations skills
  • Proven success working in a team environment

PROFESSIONAL EXPERIENCE:

Confidential

Access Management

Responsibilities:

  • Administer identity and security access globally for human and functional accounts across multiple systems and applications.
  • This includes on-boarding/off-boarding, incident/problem management associated with access entitlements and terminations as well as Emergency & Privileged Access management.
  • Provided samples for auditing to ensure Sarbanes Oxley compliance.
  • Consistently met deadlines and requirements for all production work orders.
  • Trained junior members of IT team regarding work instructions, policies and service level agreements.Created monthly metrics reports for management.
  • Provision network drive access after proper approval has been granted
  • Create Read &Write AD Security groups
  • Provision AD groups require for Application Access
  • Creating and assigning Home or personal drives when creating network account.
  • Provision hardware and software token required for VPN access to all employees and vendors after approval is received
  • Creating email address for new employee and contractors
  • Creating Distribution List, Group mailbox and individual email accounts
  • Troubleshoot any send and receive email issues
  • Modify display name or name changes when requested
  • Modifying or Removing DL and Group Mailbox owners when requested.

Confidential

IT Service Desk Support

Responsibilities:

  • Support 10 regional offices and more than 190 Investor Centers in the United States. With 40,000-plus associates.
  • Experience with ticketing systems such as Service Manager, Service Now and Remedy.
  • Logged and resolved over 5oo tickets on a monthly basis
  • Desktop repair and troubleshooting
  • Help Desk/Work Order/Phone support
  • Microsoft Office 2010 application support
  • Computer replace/refresh (familiarity with data backup, PC imaging/ghosting, software installation and support)
  • 5 year experience with desktop and laptop support, including support of Windows 7 and Windows 10 Pro.
  • 5 year experience with Microsoft Office products.
  • 3 year experience with support of mobile devices, including Apple, Windows, Android and BlackBerry devices.
  • Spyware/Virus/Malware troubleshooting skills
  • Printer support in desktop and network environment
  • Smartphone/Cell phone support
  • Assure continuity of the computer system for all system users.
  • Backup software operator and administrator.
  • Install selected software and hardware products.
  • Repair hardware as necessary and work closely with service vendors to ensure continuity of service.
  • Provide technical assistance and advice to users as needed.
  • Administration and maintenance of mobile devices.
  • Computer networking skills in a Windows Active Directory environment (basic TCP/IP knowledge, user account creation, network troubleshooting skills, file permissions, drive mapping, resource sharing etc.)

Virtual Desktop Support

Confidential

Responsibilities:

  • Provide expert level troubleshooting and resolution of end user incidents.
  • Provide expert knowledge of server based computing and thin client infrastructure and serve as subject matter expert to the company on those topics.
  • Work closely with the Virtual Workspace Services teams to ensure robustness, scalability, and global applicability of solutions.
  • Provide expert level troubleshooting and resolution of end user incidents
  • Work closely with the Virtual Workspace Services teams to ensure robustness, scalability, and global applicability of solutions.
  • Identify and proactively resolve issues that could impact system performance, reliability, and usability.

Confidential

POS Support Technician

Responsibilities:

  • troubleshooting all Point of Sale issues on a UNIX /Linux & Windows Operating System
  • Monitors the health of their BOH (Back of house) servers
  • Troubleshoot and maintain NCR EZ-Glide Blade System
  • Troubleshoot and maintain all Verifone Pin Pads
  • Troubleshoot and maintain fuel pump system

Confidential

IT Support Technician

Responsibilities:

  • Experience with the IT Infrastructure Library (ITIL) service/support model and ITIL incident and change management processes
  • Communicates team success in meeting group performance goals, evaluates assessments by customers, reports progress to the supervisor, reports all production incidents and/or problems supervisor and managers in a timely manner.
  • Collects and analyzes incident data in a timely fashion, monitors chat rooms, checks and reports on work in progress, reviews completed work for accuracy and timeliness.
  • Familiar with documents such as Informational Messages, Incident Response Message (IRM) or Automated Notification Report (ANR) going to NSD, VBA, VHA or VA management.
  • Cisco Unity Password Resets
  • Basic Jabber troubleshooting
  • Active Directory user account password resets.
  • Disabling and enabling accounts
  • Creating groups and user
  • Adding computers and users to domains
  • Unity voicemail password resets.
  • Blackberry password resets.
  • Remote software installation/support.
  • Ticketing System Documentation
  • Provide accuracy, detail and timeliness of all service requests.
  • Logs all service requests in the ticketing system and tracks from creation through resolution and follow up.
  • Troubleshoots and resolves or escalates service requests.
  • Run diagnostic programs to resolve problems.

Confidential

IT Support Technician

Responsibilities:

  • Provide technical assistance and support to users over the phone.
  • Triage and log calls using ticketing system.
  • Route calls to second and third tiers of support as necessary.
  • Maintain daily performance of computer systems.
  • Active Directory user account password resets.
  • Unity voicemail password resets.
  • Blackberry password resets.
  • Remote software installation/support.

Confidential, San Diego, CA

Assistant Medical Support

Responsibilities:

  • Record patients' medical history, vital statistics, or information such as test results in medical records.
  • Prepare treatment rooms for patient examinations, keeping the rooms neat and clean.
  • Interview patients to obtain medical information and measure their vital signs, weight, and height.

Confidential, Portmouth, VA United States

Electrician

Responsibilities:

  • Inspect and test equipment and circuits to identify malfunctions or defects, using wiring diagrams and testing devices such as ohmmeters, voltmeters, or ammeters.
  • Consult manuals, schematics, wiring diagrams, and engineering personnel in order to troubleshoot and solve equipment problems and to determine optimum equipment functioning.
  • Notify facility personnel of equipment shutdowns.
  • Open and close switches to isolate defective relays; then perform adjustments or repairs.
  • Prepare and maintain records detailing tests, repairs, and maintenance.
  • Test insulators and bushings of equipment by inducing voltage across insulation, testing current, and calculating insulation loss.
  • Repair, replace, and clean equipment and components such as circuit breakers, brushes, and commutators.
  • Disconnect voltage regulators, bolts, and screws, and connect replacement regulators to high-voltage lines.
  • Answer applicants' questions about benefits and claim procedures.
  • Interview benefits recipients at specified intervals to certify their eligibility for continuing benefits.
  • Compile, record, and evaluate personal and financial data in order to verify completeness and accuracy, and to determine eligibility status.
  • Prepare applications and forms for applicants for such purposes as school enrollment, employment, and medical services.

Confidential

Customer Service Supervisor

Responsibilities:

  • Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints.
  • Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
  • Check to ensure that appropriate changes were made to resolve customers' problems.
  • Determine charges for services requested, collect deposits or payments, or arrange for billing.
  • Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.
  • Develop or coordinate fitness and wellness programs or services.
  • Conduct or facilitate training sessions or seminars for wellness and fitness staff.
  • Maintain wellness- and fitness-related schedules, records, or reports.
  • Manage or oversee fitness or recreation facilities, ensuring safe and clean facilities and equipment.

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