Summary of Qualifications:

• Ability to use technology to increase productivity.
• Ability to work under pressure.
• In depth knowledge of service level agreements.
• Experience working at an Enterprise Service Desk.
• Support team lead.
• Information Security Analyst.
• Desktop Support.

Professional Experience:

Confidential

Service Center Analyst

• Assisted with wireless network related problems as necessary, Citrix server connectivity issues and VPN.
• Supported Client Hollyfrontier
• Active Directory account administration including new hire setup.
• Microsoft System Center for incident and request tracking.
• SAP account administration.
• Utilized Microsoft System Center Configuration Manager for remote access to clients pcs and used for application deployment.
• Password resets for SAP, Active directory and other refinery apps including Empac and Datastream.
• Troubleshooting network connectivity issues with Windows 7 and Windows XP

Confidential

Information Security Analyst

• Supported Client Citibank.
• Active Directory account administration.
• Servicenow for Incident Management tracking
• Resolve IT for tracking requests
• TPM account administration.
• DNA account administration
• Lotus notes administration
• LDAP account administration
• Alarmpoint administration

Confidential

Information Security Analyst

• Supported Client CVS Pharmacy
• Active Directory account administration.
• LDAP account administration using Sun Java System Directory Server 5.2.4
• Peregrine Service Center software for tracking incidents
• Importing spreadsheets from UNIX into LDAP.

Confidential

Information Security Analyst

• Supported client Marathon Oil Company.
• Active Directory account administration.
• Microsoft Exchange Server account administration.
• Rightfax account administration.
• Lotus Notes account administration.

Confidential

Help Desk Analyst

• Reset passwords in Active Directory, Novell Netware, Epic and Lawson applications.
• 100 phone support.
• Worked with Citrix management console to troubleshoot connectivity problems with Epic.
• Printer support included assisting end users with mapping printers either locally or on the network and testing connectivity.
• Escalating problems to 2nd level support through Footprints ticketing system.
• Security administration in Active Directory, Novell Console One, Groupwise and Epic.
• Information security: creating id's in Epic and Active Directory for Physicians at Salem Hospital.
• Importing spreadsheets from UNIX into Epic.
• Data center support

Confidential

Help Desk Analyst

• Reset passwords in Active Directory.
• MS Office products, setting up profiles in Ms Outlook, setting up personal or .pst files and connection problems.
• Worked with remote desktop tools such as Dameware, SMS and WEBX to assist with troubleshooting hardware and software problems.
• Printer support included assisting end users with mapping printers either locally or on the network and testing connectivity.
• Setup Blackberry on the Blackberry enterprise server and reset passwords.
• Assisted with wireless network related problems as necessary, Citrix server connectivity issues and VPN.
• Remedy ticketing system for incidents and requests.

Confidential

Service Desk Team Lead

• Supported clients Catholic Healthcare West and Triad Hospitals
• Provided 24 by 7 service desk support for a 5 billion Healthcare network.
• Held multiple responsibilities under the supervision of the Service Desk Manager.
• Lead a group of over 20 service desk agents, providing them with professional and personal support in order to succeed in both their job performance and career goals.
• Responsible for hiring, training and scheduling.
• Attended daily operations meetings and would inform the desk of upcoming changes.
• Worked closely with Information Security gaining access for staff as well as assisted in creating ids for applications.
• Worked with Transition Management in testing all Citrix connections. Worked with the Server Engineering team in resolving any problems prior to a hospital transition.
• Provide feedback both positive and constructive to improve agent performance and career focus.
• Attended daily Service Management meetings as the service desk representative.
• Producing reports from Remedy ticketing system to measure the productivity of the service desk with established SLA's.

Confidential

Service Desk Analyst

• Supported client Catholic Healthcare West
• Worked on a staff of over 40 service desk agents providing technical support for a network of over 45 hospitals thru out Arizona, Nevada and California.
• Phone support assisting end-users in troubleshooting general problems with Windows Operating Systems 95, NT, 2000 and XP
• MS Office products, setting up profiles in Ms Outlook and trouble shoot connectivity problems.
• Worked with remote desktop tools such as Dameware to trouble shoot hardware and software problems.
• Printer support included assisting end users with mapping printers either locally or on the network and testing connectivity thru Dameware or pinging the device on the network.
• Reset passwords in Active Directory, Novell Netware, SAP R/3 4.0, AS/400, SMS, VPN, Unix and approximately 30 more Healthcare applications
• Remedy ticketing system for incidents, requests and call logs.