SUMMARY:

• I am an experienced IT professional with an operations support and application development background. I have a highly organized mindset and a passion for providing the highest quality support services. As you review my resume you can see I have a diverse work history, due to contract assignments for staffing agencies that provides me with a wide array of experiences and exposure to many different technologies, including Service Now, Citrix and Active Directory. I have experience creating and monitoring dashboards utilizing Xcelsius and Excel. I have experience working tier 2 / 3 support in an agile environment as well as being a project lead for off - site mass hardware deployment projects.
• After over 7 years in IT I have reach the next stage in my career that is IT Security. I am looking for IT Security Analyst role to continue to grow as an IT professional.
• I am available for interview in person with 24 hours’ notice and can start within two weeks.

TECHNICAL SKILLS:

• Core Java
• Java
• NetBeans IDE
• COBOL
• C++
• HTML
• CSS
• RSA Aveska
• Active Directory
• Pac2000
• HP Service Center Service Now
• KeePass
• Cogen
• P3 Mainframe
• PowerShell
• ITIM
• Citrix Receiver
• Enterprise Environment
• Outlook
• Microsoft SCCM
• Windows 7
• 8. 10
• Lotus Notes 9
• E - Directory (Identification Administration tool) Business Objects Xcelsius 2009 Enterprise
• Internet Explorer 11
• Hardware and Software implementation
• Ability to translate complex technical information to end user
• Windows 10 Technician Training
• Black knight/Mainframe

PROFESSIONAL EXPERIENCE:

Communication Specialist/Project Coordinator

Confidential

Responsibilities:

• Working with highly sensitive information and adhering to strict security protocol, I analyzed and create letter templates with conditional logic and pseudo code. Using written and oral communication to contact Confidential internal customers to ensure that each letter template is created with accuracy and the exact message from the Line of Business (LOB) is being conveyed
• Using Confidential Proprietary Software such as Eller, Legend, Wisp and MSP mainframe along with Microsoft Office suite 2013 to ensure completeness and accuracy of each request. Prior to issuing each letter template, I am responsible for testing and proofing each template in Legend to ensure accuracy
• Adhering to strict security protocol, analyzed new security requests to ensure completeness and accuracy of each request prior to issuing systems and/or building access credentials to new personnel
• Communicated and coordinated with new vendors to create smooth onboarding processes while simultaneously maintaining system’s integrity and security
• Analyzed security pre-expiration reports to determine which, if any, personnel scheduled to have expired credentials should be restored. Restored security credentials as appropriate and allowed the others to expire as planned
• Downloaded, modified, and created new reports and master lists of authorized personnel IDs in accordance with privileged and non-privileged governance standards
• Mastered proprietary software tools utilized in maintaining a secure environment

Information Security Analyst

Confidential

Responsibilities:

• Processed user access requests on multiple platforms and applications by reviewing and assigning appropriate tasks to fulfillment teams. I ensured all Service Request tickets are compliant with policy by reviewing and assigning appropriate approvals
• Created shared folders in a secure environment
• Onboarding/Off-boarding: Managed employee data entry and updates throughout ITIM systems to grant access, process changes, terminations and new hires
• Used Active Directory, ITIM and Cogen P3 mainframe to grant access and terminate access

IT Analyst/Desktop Support

Confidential

Responsibilities:

• Worked in an agile environment to provide technical support for local customers, both independently and as part of a team
• Utilized Task Board to view and update task and problem during my daily stand-up morning meetings
• Created knowledge documentation with resolution when software installation fail, and manage requirements needed when creating conceptual designs, analyzing production quality trends, monitoring processes, and executing tests
• Utilized acquired knowledge of requirements modeling and mapping, test script design, batch script design, implementation and execution, quality process improvement and metrics
• Recipient of Operational Excellence Award (4th Quarter 2013) for Windows 7 deployment and troubleshooting
• Recipient of many Bravo Awards including two Cash Bravo Awards for Nationwide Sales Solutions Next Day Support Onsite Role, Windows 7 Mass Migration Lead for Next Day Support
• Project Leader for 4 different mass migration projects, including for Agribusiness, Nationwide Sales Solutions, Customer Service Center, and IT Service Desk
• Selected as a member to represent the department as part of a deployed Windows 7 migration team where team members were resourced from various parts of the country to work temporarily at assigned locations including San Antonio, Gainesville, and Lynchburg
• Utilized prior knowledge gained to provide subject matter expertise in support of mass deployment of Windows 7 in a corporate setting. Performed tasks in such a manner so as to elicit an offer of full-time employment with client

Technical Service Specialist

Confidential

Responsibilities:

• Provided inbound and outbound help desk support for Confidential Home Mortgage employees based in all remote locations including at-home users, bank branches, and joint venture offices.
• Responsible for various issues such as (but not limited to) computer hardware failure, software errors, and installation/configuration of new software. Provided support for password access issues and assisting remote and VPN users with connection issues. Provided support for Active Directory, Microsoft Office Suites 2003, 2007, 2010, Novell VPN via MYED and IPASS, Tethering via various Verizon/Sprint devices WIFI, Microsoft Exchange, Adobe Acrobat Suites, and PDF Creator.
• Provided accurate documentation of all calls and followed proper escalation procedure of problem tickets to various technology teams within Confidential . Responsible for clear and concise documentation in accordance with financial security and privacy policies
• Consistently performed in the top 5 for average handle time, first call resolution and customer satisfaction
• Recruited consistently for new hires to job shadow
• Effectively communicated highly complex technical information in lay terms and verbiage enhancing end user understanding

Web Developer 6

Confidential

Responsibilities:

• Worked closely with Senior Department Managers
• Utilized Xcelsius and MS Excel to create a Metrics Dashboard that provided snapshot overviews with drill downs to assist managing actual performance versus goals
• Factory and Business Unit summaries
• One-stop metric shopping with the ability to drill down from factory to departmental level
• Relationship dependencies to daily operations “score card”
• Served as a central data location utilizing one access point and many outputs
• Standardized metric graphs and reports
• Allowed a tie to executive council project assignments for status updates
• Created a web-based intranet hosted daily operations scorecard with the ability to pull up, report out, and update results by business unit on SharePoint server. Metrics; Deere Production System; and Delivery, Performance, Quality, and Safety requirements were displayed and pulled from the Metrics Center. Allowed the ability to generate reports based on input at meetings
• Quality work caused client to increase the scope of this assignment and allocate additional budget so that this three-month assignment could be extended to nine months