Support Analyst Resume Profile

I am an experienced Information Security Analyst with the Federal Reserve. I have an extensive professional work history with two Federal Reserve Branches working on national security critical servers, provisioning and auditing security access and resources. I have proven to be an asset to both the Richmond Information Security department as well as the Federal Reserve New York Branch working with trillions of dollars in transactions daily. I work well under pressure and will get the job done for you.

Unix Administration
Experienced Technical Support Analyst
Security Certified Professional
ITIL Foundations Certified
FOMC clearance

Professional Experience

Confidential

Associate I/T Support Analyst

Monitor New York production servers handling stock exchange transactions up to 7 trillion dollars daily.
Responsible for end of day daily server data backups of financial transactions. Also responsible for daily startup of all production servers for next day stock trading.
Handle national security sensitive data blocking unauthorized financial activity.
Server monitoring done through applications using Foglight, Symantec NetBackup PureDisk, 3Par Management Console
Rack, install, configure, cable and upgrade server hardware in secure server room.
Coordinate problem resolution of server/application issues with departments across the Federal Reserve from creation of problem ticket until resolution.

Confidential

Information Security Operations Analyst

Managed user access credentials via RBAC Role Based Access Control process in a Unix/LDAP/Active Directory environment that averaged monetary transactions totaling 5 trillion dollars daily.
Performed inbound phone and email password request support, user application access troubleshooting, Unix account administration, IE browser issue troubleshooting, smart token and browser certificate troubleshooting/installation/user training.
Tested and implemented automation tools to streamline manual tasks in Unix environment. Provided testing feedback and improvement suggestions to Information Security Management.
Maintained knowledge database of procedures to train staff hot line support functions, use of Knowledge Database, troubleshooting techniques for calls and email requests from users.
Trained 20 Kansas City Branch staff all job duties before our department was laid off. I was the only employee asked to train due to management's trust in my loyalty and quality of work. Training exceeded management expectations and completed 2 weeks ahead of schedule.

Confidential

Level Two Wireless Help Desk Analyst

Tested new cell phone technology for product management review before shipping to public. Presented issues and enhancement ideas to management and development groups.
Trained and mentored new Level Two Help Desk employees.
Supported installation and troubleshooting of Smartphone technology synchronization software for Smart Phone devices users.
Trained customers how to use all functions of their phone. Training ranged from basic texting and calling to syncing a phone with the customer's company network/email server via VPN.

Confidential

Computer/Network Support Analyst

Provided national support for network connectivity troubleshooting from auto dealer location to central Toyota server facility.
Promoted to manage department of 5 staff supporting Toyota's Dealer Daily E-business site for train shipments of cars/trucks and Toyota's fork lift division.

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