SUMMARY:

I am Insightful, results driven IT professional, with hands - on experience in ITIL Service Development Life Cycle Management. With a proven track record of desktop and network troubleshooting skills, Active Directory, VPN, SCCM, DLP, ASET, WAF, and Change Management. Well-versed in direct and remote analysis with strong analytical thinking, communication, and people skills, knowledge and ability to work in a fast-paced and challenging environment where accuracy and efficiency matter.

EXPERTISE IN:

• TripWire Enterprise
• IDS/IPS
• SDLC
• DLP
• LAN/WAN
• SQL Server Management
• PCI/PII Administration
• MS Office Suite Administration
• ITIL Standards
• LAN/WAN Technologies
• Active Directory
• IIS Service
• MS SQL Database 08/10/13
• GPO Policies
• WebDefend - WAF
• WebLogic Administration
• SiteScope - (WAS)
• Cisco SecureWorks

PROFESSIONAL EXPERIENCE:

Confidential

Incident Management Support Analyst Sr.

Responsibilities:

• Provide timely and accurate second level Help Desk support for our global applications within our National Support Center ( Confidential )
• Meet set Service Level Agreements for assigned support tickets; provide assistance to employees via Service Now ticket escalation applications, and managing administration tasks.
• Presently, I am a senior helpdesk Technician delivering above and beyond support to the customer’s/workers of Confidential . Identifying and resolving all clients’ issues within a timely metrics. Supporting Confidential in providing productive solutions and timely responses to all issues.
• Maintain technology guidelines, operating procedures and support documentation. Documentation of resolutions and submission to Knowledge Base and per ticket resolution.
• Strong knowledge in the area of wireless capabilities such as PDA devices, HOTSPOTS, and Air cards, MS Office Product Suit.

Technologies: Active Directory Administration, Guest Wireless, Dell Data Encryption, Remedy, McAfee Endpoint Encryption, Safe Boot, RSA Administration, MobileIron (Mobile Mail), WebEx Conferencing, SFTP access, Microsoft Office 2013, WIFI/Network Connections, DLP, SQL Server Manager, and SQL Server DBA.

Confidential, Saint Louis, MO

Information Security / Risk Compliance Analyst

Responsibilities:

• Drafted and implemented information security policies and standards in accordance with Confidential ’s goals and objectives and in compliance with regulatory and statutory requirements including PCI-DSS, HIPAA, etc.
• J2EE Configuration and management w/ Tripwire Application and TrustWave Webdefend.
• As part of the system requirements definition phase of IT projects, conduced high level threat risk assessments to support the Confidential \ Confidential DMZ Environments, related to POS Point of Sale terminals), Ccas card data tokenization, and security components of every project.
• As part of the implementation phase of IT projects, coordinated or conducted vulnerability scans to ensure that the systems deployed were secure before going live. Functional knowledge of web-based ecommerce technologies, HTML, JavaScript, etc.
• Perform information security risk assessments on new products and systems; periodic information security risk assessments of existing systems; and information security risk assessments and audits of third-party vendors.
• Demonstrated knowledge of regulatory compliance requirements including PCI-DSS, HIPAA, etc.
• Strong working knowledge of information systems security standards and practices (e.g., access control, system hardening, system audit and log file monitoring, security policies, and incident handling).
• Demonstrable knowledge and experience with SIEM, IPS/IDS, Vulnerability Scanning, Penetration Testing, Incident Response, and APT Methodologies.
• Excellent understanding of TCP/IP and network communications. Proven knowledge of network and server infrastructure technologies and devices including firewalls, routers, switches, etc.
• Within the Info Security side of compliance, worked within Active Directory, User Builds/Deletes, updating user roles, groups, policies, Exchange Administration, Creation of VPN Accounts, Password Lockout management application (Cyberark), and provided access to the Confidential \ Confidential mainframe of Blue Zone.

Technologies: Active Directory Administration, HIPPA, PCI/PII DSS, Password manager, TripWire Enterprise, Site Scope, Trustwave WebDefend, Cyberark, Cisco SecureWorks, Exchange Administration, Password Lockout Appl.

Confidential, St. Louis, MO

Windows Deployment Analyst

Responsibilities:

• CUP is a Confidential wide deployment to the upgrade of 24,000 computer devices to Windows 7.
• This encompasses the entire Confidential Corporation as a whole.
• Each computer device is configured to meet the required functionality as determined by department management.
• This includes removing files from their desktop, deleting personal files, audio, video, and any files not business related.
• Application, Database and Hardware inventory assessment, Creation of profiles based on roles for workstation hardware, software and privileges. Replacement or enhancement of existing non-compliant computers.
• Provide an understanding of the process(s), knowledgebase, and documentation of software, services, and functionality.

Technologies: IBM (Lenovo), 4-port USB Switch, Package installs, Windows 7, Office 2010.

Confidential, Earth City, MO

Systems Support Analyst

Responsibilities:

• Provided level 1 technical support to users and managerial staff. Troubleshooting issues such as re-imaging new and old PC desktop’s and newly purchased PC desktop’s and Laptop’s.
• Clear understanding of commonly used ticketing system.
• Self-motivated with strong attention to detail. Analytical, clear communicators, able to speak and write legibly to all cross-platform management levels.
• Provided an understanding of the process(s), knowledgebase, and documentation of software, services, and functionality.
• Understanding of enterprise server security technologies, networking & security protocols, authentication schemes and technologies.
• Reimaged new PC’s and configured Mimosa for Microsoft Office 2007 and 2010 on the end-users Computer.

Technologies: IBM (Lenovo), HP Optiplex 790, 755, 745, 620, 280, Aten (USB KVM Switch), SCCM - Package installs.

Confidential, Saint Louis, MO

Central Monitoring Engineering Analyst

Responsibilities:

• Provided support of access through Active Directory Administration within my nightly shift. Assisting multiple departments, manager’s, and client’s resolving users password issues, Account lock out’s, and Adding/deleting.
• Currently while working with middleware technologies like WebSphere, MQ Services, Apache, Tomcat, and BigIP, Web Portals. Ports, IP Switch Configuration.
• Provided validation of port, Automated Validation Process and steps w/ escalation of trouble issue processes for resolution.
• Network consists of multiple flavors of Microsoft, Terminal servers, probes, Linux, and UNIX products including SAN, EMC, and NetApps Storages etc. While using BMC Remedy Ticketing client addressing alerts immediately, documenting, resolving, and escalating with follow up of resolution.
• As shift performance approving deployments, re-starting servers/clusters after deployment, troubleshooting alerts on test/production servers, and support application issues using multiple tools such as MoM, Anchor. Atlas for troubleshooting.

Technologies: Atlas, WebSphere, MQ Services, Apache, Tomcat, AVS (Auto Validation Service) Console, Member Portal/BIG IP, Production Portals, Atlas, Anchor (IBM), Active Directory, Remedy ticketing, BMC Error Monitoring client, Exchange Office Email client, Various Flavors of Microsoft, Linux, Unix server boxes, Switches, Datacom services, Excel, and BigIP

Confidential, Chesterfield, MO

Inventory Coordinator

Responsibilities:

• Gather information in the field and enter into laptop.
• Place tags on designated equipment, search the database for equipment and make logical decisions regarding naming and identifying assets.

Confidential, Town & Country, MO

Systems Administrator

Responsibilities:

• Provided help desk support for 2003-2008 windows servers within a VMware Enterprise Infrastructure environment.
• I was also involved with project management and Timeline documentation.
• I was first point-of-contact (Tier I Help Desk Technician) for support incidents with end user training, excellent organizational, team building and communication skills.