SUMMARY:

• Designed and implemented repeatable Enterprise IT processes, focusing on QA, cost reduction, audit, controls and continuous improvement.
• Received numerous client and technology awards for innovation, dedication and customer focus
• Strong written and oral communication skills

SKILLS:

• 20+ years in Technology supporting: various Operating Systems (Windows Desktop and Server, Linux) MS Office (Word, Excel, Project, Powerpoint, Outlook and Vizio)Wide variety of packaging and deployment tools (PowerShell, VBScript, MSI, Wise, Orca, Admin Studio, Citrix, SCCM, NetInstall, MS Visual Source Safe), Application deployment monitoring and automation, troubleshooting, scripting, web development/management, document repository and database administration.
• User Account, Workstation and Policy management in a variety of environments, including Active DirectoryCyberArk Enterprise Password Vault (EPV) and Application Identity Manager (AIM)
• IT Audit, IT Risk and IT Control methodologies.
• Strong communication and organizational skills.

PROFESSIONAL EXPERIENCE:

Teradata DBA

Confidential, Wilmington, DE

Responsibilities:

• Supported the 1.5PB Teradata database software environment, including patching, upgrades, query performance tuning, permissions and group troubleshooting, space issues and drive expansions.
• Created and maintained comprehensive Knowledge Articles for our Help Desk system to resolve Teradata platform issues on the first call.
• Successfully ran many end to end Disaster Recovery tests. Implemented tools and procedures to enhance DR capabilities and reduce recovery time.
• Administered and onboarded accounts and Servers using CyberArk Enterprise Password Vault (EPV) and Application Identity Manager (AIM) with SSA, Support Group and Client responsibilities.
• Investigated and resolved outstanding issues found in audits while forging strong relationships with international teams on internal and external audits. Established repeatable processes for evaluation of Controls for future reviews.
• Established a comprehensive team process guide that was implemented globally.
• Created, documented and implemented training program for all new Teradata DBA's, which was adopted by peer teams.
• Migrated multiple teams to new SharePoint site design, including creation of standardized templates, layout and security. Continued improvement after migration as the Site Collection Administrator and primary support person for all sub - sites.
• Utilized ITIL training to ensure efficient project implementation.

Software Packager

Confidential, Wilmington, DE

Responsibilities:

• As the Software Packaging Technical Lead, I created the team and cross-team standards, procedures and documentation. Responsible for the creation and execution of the new employee training and mentoring programs.
• Maintained a zero-defect record during 12 years of software packaging and deployment while creating hundreds of application packages.
• Provided 3rd level support over Help Desk and Desktop Support for 25,000 users, including hardware, software (manually installed and deployed), Operating Systems, peripherals, Novell ZenWorks policies, as many as 5000 Novell ZenWorks Application objects, AD Policies, user profiles, networking and user training.
• Created Quality Assurance/Peer Review process and conducted reviews for over 1000 software packages, including: requirements gathering, test case writing, test execution, root cause analysis, resolution, re-testing and documentation on findings.
• Consulted with development engineers and performed troubleshooting of software installation and interoperability using a variety of tools and methods.
• Using my in-depth knowledge of Incident and Problem Management processes and tools, I lead team efforts to improve resolution time while reporting on same to senior management.
• Advanced profile and user settings management via multiple tools in Windows, Novell and Citrix environments.
• Instrumental in Corporate and LOB projects including migrations and integrations for 25,000 people, while providing business guidance as technical project manager.
• Created web-based solution for Knowledgebase and procedural documentation and later migrated multiple teams to new SharePoint site design, including creation of standardized templates, layout and security. Continued improvement after migration as the Site Collection Administrator and primary support person for all sub-sites.
• Adapted to new software and management tools on a regular basis for packaging, troubleshooting and managing environments.

Desktop Support

Confidential, Wilmington, DE

Responsibilities:

• Designed and implemented a developer imaging program which reduced clean testing setup from 2 hours down to 5 minutes. This also drastically reduced defects and time to market for software updates, while providing developers with autonomy.
• Performed second level support for Help Desk through hands on desk-side and remote support customer service for thousands of users.
• Advanced troubleshooting, installation, migration, upgrading and setup of hardware and software for multiple client sites for over 2000 users.
• Reduced costs by building repeatable, easily supported solutions for common tasks.
• Performed initial desktop rollouts for an entire client site.
• Application installation, configuration and packaging for Windows and Citrix target machines.
• Supported Networking, Printers, Desktops with multiple versions of Windows with up to 5 boot options, Citrix servers, Novell Servers, NDS with User, Machine, Printer and Policy Objects.