• I have experience providing network support and problem resolution for internal associates
• I have experience managing Enterprise and Global Infrastructures
• I have experience performing PC upgrading, troubleshooting Software/Network access, and Hardware repair
• I have experience with Network/Internet Connectivity, Desktop Support, VPN and Business Application Administration
• I have experience with Data Management and Access Administration
• I have experience securing business system applications, working ticket systems, and creating technical documentations
• I have experience working in an Agile team environment, working independently, and using organizational skills

• Typing 60 WPM
• 6 years of experience as an IT Analyst IT Specialist
• 8 years of experience providing Customer Service
• 4 years of experience in Project Management, troubleshooting applications, and managing infrastructure systems
• 4 years of experience working in Data Management Bigdata , Data Entry and Data Warehousing COB or Data Center
• 4 years of experience providing Network Administration, Server Administration, Enterprise Global Access Administration
• 4 years of experience performing PC hardware and repair
• 4 years of experience performing analytical problem solving, and creating technical documentations
• 4 years of experience working in Information Security, IT compliance, Enterprise Incident and Change management
• 4 years of experience providing End-user support, remote/desktop support and application/software management

Confidential

IT Helpdesk Specialist

Responsibilities:

• Provide Enterprise Remote Access, VPN support for enterprise operations and remediate business systems
• Work to implement a robust remote access solution and consolidate all line of businesses to the new VPN solution
• Provide reliable 3rd level technical VPN BigIP Edge F5 support for internal users via telephone, remote desktop sharing, and email/online conference meetings
• Problem solve and troubleshoot VPN Network issues and Business Applications, as a Triage Manager
• Provide network analysis and communications to project teams, administrators, senior level management and escalate if necessary
• Work with Project Managers, Network Engineers, Security Administrators, Developers and Desktop Administrators to troubleshoot and remediate issues with vital/critical business systems.
• Coordinate and submit production change request for firewall rules, security policies, server changes, and network routing
• Identify IP Subnets, domains and system ports for business owners or vendor companies
• Coordinate and deploy firewall changes, security exceptions, application upgrades, and machine desktop images
• Provide centralized enterprise support service for 25K remote users, using change controls and security policies
• Problem solve VPN incidents and Multi user incidents using service desk, helpdesk or incident ticketing system
• Facilitate network change orders CO using network captures
• Monitor VPN subnets, domain environments, and high severity incidents
• Maintain VPN Support shared mailbox
• Provide VPN support for all remote users on multiple operating systems Windows XP, Windows 7 or Mac OS

Confidential

Information Security Analyst Project Management

Responsibilities:

• Transition Global Business system applications to a Information Security Administration ISA centralized location
• Perform Security Administration for all applications/infrastructure systems managed by NAIT Information Security
• Perform Security Admin functions for SQL, Oracle, UNIX, AS400, and websites/internally developed Citi security systems
• Monitor, track, and control change in order to maintain product integrity of Corporate Data Processing Systems
• Operate under minimal supervision, with wide latitude for independent judgment in performing project management task
• Perform Compliance Analysis and identify data/security compliance risks, work with management to open CAP for RiskEx
• Coordinate and Perform vulnerability remediation of internal systems
• Transition ISA functions from global business application systems infrastructure systems, to centralized locations COE .
• Review application systems security structures, user Entitlements, functional ID's and user termination process
• Build forms for centralized ticketing system request process, for tracking, monitor and security of systems access
• Train Global Provisioning teams on how to perform ISA functions, administrator accounts, password resets and troubleshoot
• Engage business and senior management BISO, GISO of transition, request form build, and go-live process
• Identify and define the Security processes, associated risks, non compliant functions, separation of duties, data security, Emergency ID's, Functional ID's, Inactive disable/delete process, termination process, and Entitlement/access reviews
• Work with developers, engineers, vendors on ways to reduce risk, segregation of duties, data protections, security protocols
• Interact with business end-users and technical staff that need access or have access related issues
• Organize the project planners transition systems within senior management target dates update systems database target critical, high risk, audit and sox control applications
• Assist with the design of PCM Process Control Management - technical product guide document
• Use COB, UAT, Prod and Development Environments
• Setup and organize global conference calls and live meetings

Confidential

IT Helpdesk Specialist Level 2 Access Control Management

Responsibilities:

• Perform Account Troubleshooting, Password resets, Setup and Migrate Outlook Email mailboxes
• ITIL incident management processes and ITIL Configuration Management processes, use of HP Service Desk Manager
• Modify accounts through Active Directory, across Multiple Domains, thru Command Line GUI Interfaces
• Grant users access to Mainframe systems by connecting user accounts to defined template access.
• Troubleshoot and Provide access to Mainframe systems such as MVS CHIA , Teradata, DB2, UDB, Oracle, SQL and Unix Servers using GUI interface to perform administration.
• Performed Level II Helpdesk Access Support for Phone/Web/Applications/ Outlook on a daily basis for internal end users
• Provide Customer Service through Access Control Management ticketing system and track incident reports
• Grant users access to Windows Server Administration groups
• Maintain and Create: system accounts and Outlook Shared Mailboxes for use by multiple users
• Grant User Accounts access to sensitive software applications, Internet, and VPN
• Create and Update user accounts for multiple software application platforms
• Troubleshoot Mainframe systems by reconnecting user access, creating home directory paths, password resets.
• Create technical procedures on how to run scripts and how to use other software applications.
• Provided Project management skills for testing of applications, and modifications
• Maintained professional customer service in dealing with end users
• Monitored twenty-four 24 hour on-call cell phone for level 1 helpdesk
• Responded to and processed data tickets for access to applications by use of multiple ticking systems
• Utilized and provided support to Microsoft Suite software Excel, Word, PowerPoint
• Worked on multiple software enhancements, upgrades, security/audit projects as a technical expert.
• Analyzed the need of end users requests to provide access to a variety of application software
• Coordinated the revision of existing helpdesk procedural documents and provide training
• Worked directly with Directors, VP's, and other top level executives

Microsoft Windows 7: Office 2010, MS Project Planner, MS Visio, Outlook 2010, MS Communicator, Remote Desktop Manager, Remote Support/Windows Assistance

Microsoft Windows XP: Advanced in MS Office products, User Account and Permission Configuration, Password Resetting,

Internet and Network Connectivity, PC and Internet Optimization, Anti-Virus removal, PC Upgrading and Troubleshooting, Systems Administrator and Hardware Replacement

Microsoft Server 2003: Group Policy Configuration, Password Management, OU Management, Domain Configuration,

User Account Management, DNS Configuration and Server Administrator

Networking: Firewall, Network Administrator, IP Address Translation, Cisco Router Configuration, VLAN Configuration, LAN/WAN Setup, and Installation of CAT 5e Cabling

• Microsoft Windows 7 Enterprise OS
• Microsoft Windows XP Enterprise OS
• Microsoft Server Enterprise 2003 and 2008
• Microsoft Office Enterprise Suite 2003, 2007 and 2010
• Microsoft Exchange 2003 / 2008
• Microsoft Outlook Enterprise 2003, 2007 and 2010
• Cisco Communications Management Suite Application VoIP
• Citrix ICA Application
• VPN Applications: Avaya / Cisco / BigIP Edge F5 / Nortel
• Certificate Encryption Software
• Enterprise Security Station Console ESS : Mainframe Interface MVS, Teradata, Oracle 10g
• Attachmate Emulator Host sessions
• FTP applications putty and Fsecure
• HP Service Desk Manager Application
• Hyperion Services Application
• IT Security Software: Archer, McAfee and PointSec
• MS Live Meeting
• HR Peoplesoft
• Remedy Software
• Linux OS / AppleMac OS 8,9,10 and 11
• VMware Microsoft Virtual PC and Remote Desktop application
• Network Capture/Monitor applications Wireshark, Netmon