| : | Experience Confidential - Member of the Hartford Insurance Groups Office Automation Team job function includes:
- Provide operating system upgrade to personal computers to Windows 7 Enterprise environment and Office 2010
- Replace all devices that are at near the end of its life-cycle
- Run User State Migration Tool USMT on user workstations and laptops to copy data to Windows 7 Enterprise Edition devices
- Provide helpdesk support and initial triage for company hardware and software
- Reset user passwords in Active Directory and business applications using specifications
- Troubleshoot remote worker VPN connections, routers and wireless network
- Document all incidents in Remedy Service Manager
- Escalate open issues to upper support layers
- Maintain Service Level Agreements through triage and escalations
- Follow document process for all critical events, and communication within team.
- Support included Citrix and VMware sessions
Confidential - Provided helpdesk and desktop support in a Windows XP Intel environment
- Supported central office, field offices on LAN/WAN and VPN
- Included phone support, call logging, troubleshooting, documented solutions
- Load Ghost Image on new and existing computers
- Performed Hardware diagnostics repairs and or replacements on Dell workstations and laptops
- Reset passwords using Active Directory and Endpoint Encryption
- Supported Microsoft Office 2003 and 2007 in non terminal services and terminal services environment
Confidential - Provided Helpdesk support for Windows/Intel desktops, servers, and applications
- Role included troubleshooting operating system issues in Windows 95, Windows NT Windows XP, Microsoft Office, Outlook and Automated FAX system
- Engaged in release management changes and escalations for service pack upgrades and new releases
- Performed password resets global and local group changes user creation, deactivation, and deletion in Active Directory
- Resolved issues using scripts and knowledge base.
- Escalated repeating issues to other support levels for work around and permanent fixes to decrease case loads
- Administered ITIL Problem Management Processes and Procedures using Hewlett-Packard Service Manager for tracking
- Process included customer communications, escalations, improvement opportunities and case closure with detailed notes within SLA
- Experience includes internet and intranet, remote access tools such as VPN, local and wide area networks, LDAP single sign on, Application installs, and deployment issues
- Trained all support levels in troubleshooting automated fax system
- Resolved numerous backup issues involving the investigating and implementing permanent resolutions
- Provided installation and troubleshooting for Tivoli Storage Management services on WINTEL servers escalated requests and issues to Enterprise Storage Management
- Provided Support for CIGNA's OneView primary business application
- Certified checkouts for new releases, regression testing , break/fix, enhancements, and performed root cause analysis
- Furnished subject matter expertise during system outages and performance issues
- Created weekly and monthly metric reports for application analysis and performance measures, including outage summaries and user impacts for domestic and international call centers
- Assigned Information Protection Coordinator for support team
- Provided Disaster Recovery testing in collaboration with CIGNA and IBM
- Advocated training, mentoring, and knowledge transfer of company security policies and privacy laws
- Distributed to department information on new security threats, emerging information protection technologies as well as best practices for securing company data and meeting HIPAA requirements
- Facilitated Risk Assessment Meetings with various departments, support levels, and vendors within CIGNA including product and service owners, information protection, and various support levels
- Ensured Quality Entry Gates signoffs and Unit and Systems Testing were successfully completed before ORT testing was started
- Provided Risk Assessment Meeting Minutes with schedules, test plan and cases, scope of testing, and deployment methods
- Tested for OS Enterprise Suite Interoperability, system and program file level scans, packaging, deployment, and back out plan
- Citrix terminal services and VMware included in test plan scripts
- Tracked defects in HP Quality Center/Test Director
- Created ORT Master Reports with final product certification to team leads and developers
- Provided operational and technical expertise in cross functional teams for product certification such as Remote Assistance for XP, pcAnywhere, and Symantec Antivirus
- Assisted engineering in unit and system testing in CIGNA's Emerging Technology Lab for hardware and software. This includes certifying documentation.
- Built servers in Emerging Technology Lab for testing and engineering development
- Created shares and added permissions to local servers
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