PKI Support Analyst Resume Germantown, MD - Hire IT People

SUMMARY:

Contractor to the Confidential . Currently hold a Q clearance. Knowledgeable in the best and latest information in technology, psychology, law, ethics, sociology and forensic cyber skills to aid in the fight against vulnerabilities and cyber threats.
Proven ability to address problems in a timely manner.
Able to work independently and in a team environment.
Proficient at grasping new technology easily.
Particularly adept at problem determination and analytical skills.
Known for ability to present facts clearly and succinctly.

TECHNICAL SKILLS:

Peopletools 7.0
SQL
SharePoint
MIGL
Mosaic
RSA
OnDemand
LMS
Digital Repository System 4.0
Mosaic
Unix
Entrust Administration
Microsoft Exchange
Mainframe
Active Directory
Microsoft Office Suite
Adepto

PROFESSIONAL EXPERIENCE:

Confidential, Germantown, MD

PKI Support Analyst

Responsibilities:

Ability to issue, I.D. proof and manage PKI certificates and two - factor authentication tokens. Communicate findings to the involved local parties, provide workarounds and update procedures.
PIV-I role holder responsible for printing, activating and revoking PIV-I cards to Foreign national, Intern, short term DOE employees.
Execute certificate emergency management (Revocation). Update and maintain PKI documentation, based on changes and fixes and updates. Support PKI migration projects by executing local tasks on behalf of project lead. Support public key infrastructure, strong authentication, cryptography, and related technologies.
Troubleshoot Entrust/RSA access and authentication issues for all DOE employees as well as Government to Business employees outside of DOE. Provide on-call emergency assistance for business impacting issues regarding Entrust and RSA
Manage multiple priorities and follow through on projects to completion; Assist in the development of procedural, training documents, and HTML content; may be called upon to perform PKI related training.
Track and manage TA/RA lists; may conduct appropriate training for local and site RAs. Familiarity with call center ticketing systems; Provide excellent Tier 3 incident support to customers; resolving tickets efficiently and effectively in a timely manner.

Confidential, Gaithersburg, MD

Systems Analyst

Responsibilities:

Oversaw and maintained the Confidential Mobile Device platform on a tier 3 level, that was utilized by outsourced employees in India using BES and BAS. Responsible for trouble shooting issues that could not be resolved by the outsourced management team, such as access issues, approval process glitches within the system, device functionality and registration restarts.
Managed on an average 12 tickets per day via Etrack and BMC Remedy, 7-15 troubleshooting calls per day, 20-40 emails per day, and an average of 30 requests per day for various applications.
Handled a variety of technical challenges in order to provide resolution for the end user during the provisioning and troubleshooting processes. Technologies most commonly utilized on terminal servers - Active Directory, SQL, Mainframe, Ondemand
Performed audits and maintained confidential access for security purposes.
Optimized customer service as the first point of contact for the PeopleSoft 8.8 (Financials & HRMS) platform and password reset for all Gaylord employees. HRMS troubleshooting included access issues, audits, testing, approval and system processing
Resolved problems within the service level agreement or escalated to the appropriate Information Resources Group to ensure efficient resolution and customer satisfaction.
Multitasked by proactively managing, and resolving escalations via phone, BMC Remedy, Outlook Exchange email, Request Center, and direct contact in a fast paced and frequently changing environment.
Created daily reports for both Marriott and Gaylord hotels to provide performers reports and monitor the workload.

Business Analyst

Confidential Responsibilities:

Reviewed, analyzed, and evaluated business systems, business requirements and user needs in order to enhance and create new service and business process documentation in CISCO.
Prepared comprehensive and accurate requirement briefings, and conducted meetings maintaining ongoing dialogue with the customer to ensure mutual understanding of the requirements, expectations, constraints, and problems.
Developed and maintained strong working relationships with management and various support groups within the Marriott and Gaylord Hotel Communities.
Created daily reports and batches using CISCO/Request Center and Excel to monitor work distribution and customer access.

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Pki Support Analyst Resume

Germantown, MD

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