SUMMARY

• Management of all facilitation requirements of resolving Incidents and running an Incident Bridge.
• Leveraging Alarmpoint for RallyCall and Exec Bridge notifications as required.
• Managed contingency plan execution requests.
• Member of the Development team creating and installing Linux based servers for the State of Virginia.
• As a Help Desk Analyst, provided information in developing Microsoft CRM to support the Development team in tracking and fixes
• Supported Blackberry, iPhone and Android devices.
• Active Directory, MS Exchange, account administration such as enabling, disabling, and resetting accounts and mailboxes
• Remote access to network printers to identify and repair issues.

TECHNICAL SKILLS

•  370/148; AS400; Hewlett Packard 3000 series; iPhone, Android, and Blackberry devices. VPN setup and training.
• Thomson One; Citrix; Novell Netware; Active Directory: DameWare; PC - Duo; LANDesk Remote Control; Gasper; Attachmate, Extra; MSOffice Professional Suites 2003 & 2010; Lotus Notes; MS Outlook; WordMail; MS-CRM, HEAT; Service Now and SCOPUS Call Logging. (Sygate; Symantec; McAfee, etc., firewalls, antivirus and antispyware packages). Terminals.
• VITA-CRM; VITA-VA Longitudinal Data; VITAShare; MS Exchange.
• Windows 7; XP; NT; 2000; EDOS/ VS; Spectrum Menu Drive Back Office; Pick Basic; .

PROFESSIONAL EXPERIENCE

Help Desk Analyst

• Heavy Citrix Management Console used extensively to resolve application issues.
• Active Directory Management used to manage accounts and detail fixes.
• L (Continued) ANDesk Remote Control to access, repair and/ or install Applications on PCs and Blackberry.
• Analyzed and Resolved Blackberry tethering and Outlook installation problems.
• HEAT ticketing was used to track client and company issues.
• Routinely used remote access to Network Printers for restarts and other issues.
• Active Directory account administration such as creating, enabling, disabling, and resetting accounts and mailboxes
• Resolved TCP/ IP and Proxy Settings
• Resolved Issues of Virtual Private Network (VPN) clients.
• Supported UPS Drivers with DIAD issues.
• Support of Users Migration from Lotus Notes to Outlook on their Laptops and BlackBerry.
• Monitored and Resolved UPS Site Outages. Contacted NOC and ISP carriers for information to aid in resolving Outages.
• Monitored and Tested access to T-1 and the backup ISDN lines to Sites.
• Monitored and maintained load balances on Server Environs.

Confidential,

Technology Solutions Analyst 

• Management of all facilitation requirements of resolving Incidents and running an Incident Bridge.
• Leveraging Alarmpoint for RallyCall and Exec Bridge notifications as required.
• Managed contingency plan execution requests.
• I issued approvals to implement urgent changes in any ATM Operations.
• I issued approvals to escalate incidents to High Severity status (3+)
• Maintained contact system of record for accuracy.
• Prepared End of Shift turn over.
• Executed Start of Shift procedures.
• Ensured fidelity of the Technology Operation Center equipment.
• Initiated and executed bridge calls between various technicians, vendors and Capital One Managers.
• Collaborated information with Capital One’s Application Service Providers (Verizon, Ventus, Convergint, Vantive, etc.) and other vendors (Diebold, NCR, Loomis, Dunbar) and work to assess/ initiate what actions are necessary.
• Contacted vendors to assure service restoration after dispatch visits.
• Remotely monitored, assessed and provided ATM information to technicians.

Technical Analyst, 

• Member of the Development team creating and installing Linux based servers for the State of Virginia.
• As a Help Desk Analyst, provided information in developing CRM to support the Development team in tracking and fixes.
• Under contract to VITA, Email and Phone HelpDesk Support of VITA Developers and State Users.
• V (Continued) ITA (VCCC) would forward tickets to my team as 2nd Level Support to assist users with the new Linux based applications and systems.
• Created and transferred Data/ User profiles on new Linux servers.

Service Desk Analyst

• Email and Phone HelpDesk Support of BB&T Securities Division.
• Heavy Thomson One support for Financial Analysts
• Heavy Outlook support and  Office 2007 & 2010.
• Experience with configuration of Outlook/Exchange. Solved Outlook configuration issues such as permissions, views, calendar-sharing, email rules, data migration, Mailbox creations, etc.
• ServiceNow to log service calls, assign issues to appropriate groups, fix user issues in queue and to track the ticket to its completion.
• Remote Access to Users to Install, reconfigure I.E., Outlook and other applications, re-map drives, VPN support, etc.
• Supported Blackberry, iPhone and Android devices.
• Active Directory, MS Exchange, account administration such as enabling, disabling, and resetting accounts and mailboxes
• Remote access to network printers to identify and repair issues.

Technical Analyst

• Windows XP to Windows 7 Migration. Laptops and Desktops.
• Installation of many types of software: Citrix, SMS, PL/ SQL Developer, Enterprise Administrator Client Software, PeachTree/ Sage, etc.
• Readied PC systems for requested SMS pushes; verified completions.
• Tested software packages for effectiveness and functionality.
• During Deployment, End Users archives, favorites, and group specific software and printers would be installed on new PC.
• Solved Outlook/Exchange configuration issues such as permissions, shared Outlook Mailboxes, email rules, data migration, etc
• Remote installations were routinely performed using RDP and DameWare.
• Routinely assigned certain Permissions to Field Auditors, Developers and Supervisors.
• Installed RAP and Audit Access Apps for Oracle and MS Access.
• Strong knowledge in remote LAN connectivity support including VPN technology.
• Trained users on VPN access.

PC Support Specialist/ Helpdesk 

• PC/ Level II & Level III Network Support.
• Member of a team supporting Bank of America Associates in a Novell, NT Server and Mainframe environment.
• Client Calls were logged using Scopus ticketing.
• Technical Services for the integration of NationsBank with Bank of America.
• Assisted Clients in Corporate Migration from WordMail to Lotus Notes.
• Continuous monitoring of Network Operations.
• Phone and Email End User Support.
• Assisted end users experiencing problems such as: connection and protocol issues, drive mapping, printer connection issues, Mainframe and Network password resets, MSOffice Professional applications and how-to-questions regarding their program application uses.
• Remote installations of Mainframe applications and Windows applications.