SUMMARY:

• Problem Solving / Creativity skills,Effective Oral Communication and Presentation skills, Training Development skills, personnel Management, project Planning
• Proficient in MS Office, attention to detail
• Follow instruction and work independently, multitasking in a fast - paced environment. Interact with professionalism on the phone and in person. Excellent analytical, communication and customer service skills. A self-motivator with excellent time management and planning capabilities. Telephone, Problem resolution, Troubleshooting, Implementation, IT Support

TECHNICAL SKILLS:

Operating Systems: From legacy systems to Windows 7

Software: Geofidelis, Microsoft Office leagacy-2013, Office 365, Cisco Unity Call Manager, Citrix, Tableau, Service Catalog, Excel, Visio, Power Point, Geofidelis, WebCass, Builder, ISTAR, NEPAMS, ELMS, FI Web, USMCmax, FDL, VROPS, BSM

Ticket Applications: Maximo, Confidential Service, Remedy 5, 7,8 Service Now, Service Center, Heat, Peregrine, Track-It, Magic, Unicenter, JIRA/Confluence

Email Clients: Microsoft Exchange, Outlook, Lotus Notes, Eudora, Mail Watch, GroupWise, CCMail

Antivirus/Spyware: Deepfreeze, Window Cleaner, Spot, Malware, Norton, MacAfee, Adware, Spybot, Powerquest

Networks: vRealize, Horizon 2.3, Microsoft Lync, RSA Cisco AnyConnect, Altiris, Nice, PC Anywhere, PC Doctor, Ghost, Ghost Explore, Sysprep, Citrix, HP Service Desk, HP Openview, SCCM, SCOMS, Solarwinds, Dame Ware 5.5, Windows Remote, Net Meeting, SMS, TCP/IP, VERITAS Backup Exec 9.1, Asset Management, SharePoint, Microsoft System Center Configuration Manager, Group Policy, NTFS share permissions

PROFESSIONAL EXPERIENCE:

Event Management

Confidential

Responsibilities:

• Detected events, investigated and determined the correct control action
• Recommended triggers to notify the Service Desk of early detection of incidents
• Made recommendations for CSI

Service Desk Analyst

Confidential

Responsibilities:

• Created, assigned, updated and closed tickets in Remedy, updated documents on SharePoint
• Created user accounts in various specialty applications
• Provided technical support for end users via telephone
• Reset password created account assigned user to groups in Active Directory
• Resolved tickets in Maximo

Confidential

Business Analyst

Responsibilities:

• Remediated, reviewed/updated list of installed software in the environment, track trends
• Created master list of secure software, list of software for removal, reviewed source data
• Created single repository of approved software, categorize unapproved software, determine strategy for each
• Documented, maintained plans, managed issue logs related to software asset documentation
• Participated in business analysis project planning and management, determine security vulnerability
• Collaborated with Project Management team to prioritize deliverables and negotiate scope
• Managed and prioritized multiple tasks to completion. Created and/updated documents on SharePoint. Managed SharePoint through review and removal of duplicates or aged documents
• Proactively identify and report on risks, issues and dependencies of assigned tasks/ projects

Confidential

Business/Software licensing Analyst

Responsibilities:

• Created and/or assigned JIRA and Remedy tickets
• Resolved tickets in JIRA, Remedy and Service Catalog
• Created users in JIRA, created and closed change tickets. Installed and removed certificates on servers. Created/updated documents on SharePoint
• Created single repository of inventory Middleware Operations spread sheet, created and/or revised procedures
• Created and/or removed users in Tableau placed user in groups in Tableau
• Verified that the workbooks/data sources within Tableau were correct, v
• Verified software license, deployed software.
• Reviewed and updated certifications on various servers, tested access to servers once certification was updated

Confidential

Service Desk Administrator

Responsibilities:

• Single point of contact for end-users, took ownership of issues
• Monitored RSA Security Console. Provided progress updates throughout the life of the incidents
• Created Desktop and laptop images, VMware Horizon and Active Directory administration, troubleshoot software i.e. Office 365, hardware issues and Cisco AnyConnect
• Assigned assets, tracked assets, deployed assets, retired assets
• Managed software request, installation and licenses

Confidential

Service Desk Shift Supervisor

Responsibilities:

• Monitored and took necessary action on Daily Incident Management and processing of Service Desk requests via Confidential
• Coordinates/performs/as a liaison for technical and procedural upgrades, enhancements, and maintenance to the current, Help Desk, problem management system. This includes, but is not limited to, installing necessary upgrades and service packs, performing regular maintenance, applying necessary security levels, and ensuring the integrity of the data held within the application. Works with outside vendors to assist in maintenance and enhancement of application
• Responsible for testing, recommending, and integrating Help Desk application tools as needed.
• Provided supervision and leadership to Help Desk staff regarding every aspects of the support environment and was liaison between Help Desk Manager, Help Desk Senior, and Help Desk analysts.
• Managed all Help Desk processes, coached and reinforced team policies, while developing written procedures and documentation.
• Responsible for Help Desk staffing schedule while consulting with the Senior Analysts to determine the staffing needs / requirements.
• Performed as the Primary Support Contact for the Problem Management Application.
• Received and processed escalation requests while coordinating problem resolution with End Users and management.
• Worked directly with Senior Analyst to develop trend analysis, scheduling, and management approaches to decrease the Help Desk Staff skills gaps.
• Developed client relationships and acted as liaison between clients, service areas, and the Technical Support Department.
• Was responsible for enhancing and monitoring Help Desk technical and administrative processes/policies, including, but not limited to, application support processes, change management process, major outage, escalation, security, and monitoring.
• Worked with Senior Analyst and Managers to develop new Help Desk procedural and administrative processes.
• Recommended process improvements to increase efficiencies and reduce overall Help Desk operating cost.
• Developed and managed process and expertise to maintain current end user and Help Desk software.
• Monitored and developed reporting metrics for Service Levels and standardization compliance.
• Performed Daily Data Reviews and develop trending and processes for defect elimination while designing reports which were published and distributed.
• Demonstrated awareness regarding relevant support issues impacts on a Company-wide basis from Major Outage processes to ensure effective support service communication is maintained with affected clients.
• Created consistent customer satisfaction surveys and resolution assurance processes.
• Published data for various Support Service areas including the clients for review.

Confidential

Network Analyst

Responsibilities:

• Monitored server alerts in HP Openview, SCCM and SCOMS monitored web farm servers, created tickets in Remedy, Deployed software
• Track all incidents with BMC’s ITSM software. Active Directory password resets, setup accounts, verified permissions. Create groups for access to servers, data, and websites. Remotely serviced 900 web servers
• Provided technical support (servers and network) to the Confidential ’s Web Farm in a helpdesk environment and supported operations in Kansas City and St. Louis, Missouri and Ft. Collins, Colorado.
• Analyzed and escalated issues; managed problems to resolution, Assisted customers with application use
• Made additions and changes to the Active Directory, created groups for access to servers, data, Webster and more
• Received and fulfilled requests for account setup and verified permissions

Confidential

Contractor/Desktop Technician

Responsibilities:

• Provisioned CAC cards, supported MS environment, configured and supported VPN accounts
• Configured/ supported Confidential, pushed applications to units, refreshed/imaged units, facilitated moves
• Addressed help-desk issues via the help-desk line, e-mail and voice-mails, created /updated tickets in Magic 9.0
• Pushed software via SMS and/or CA. Reimaged desktops/laptops installed, configured software issues
• Tracked assets, used SSCM deployment/installation of hardware and software assets.
• Maintained documents on SharePoint.

Confidential

Contractor, Desktop Technician

Responsibilities:

• Addressed help-desk issues via the help-desk line, e-mail and voice-mails as well as Remedy
• Configured and supported Confidential ’s and VPN accounts, pushed applications via SMS
• Pushed software via SCCM, reimaged desktops/laptops/ Installed, configured, resolved software issues, migrated units to Windows seven. Critical part of implementing software and/or systems upgrades and modifications