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Click here or scroll down to respond to this candidateCandidate's Name
Street Address Huebner Rd. Apt 3327
San Antonio, TX Street Address
Phone: PHONE NUMBER AVAILABLE
E-mail: EMAIL AVAILABLE
OBJECTIVE:
Prior Service Communications Computer Systems Controller seeking entry level IT position in an organization in need of exceptional technical support in installing, configuring, troubleshooting, and maintaining hardware and software, or network related tasks on multi-environment platforms (Microsoft Windows Vista/NT/XP/2000/2003/7/8/10, systems and workstation configuration/optimization, enterprise network implementation and sustainability). Also, experienced providing excellent customer support in fast paced environments.
Technical Knowledge:
- Hardware and software installations (desktops, laptops, peripherals, printers, scanners, routers, switches, servers)
- Windows operating systems including Windows 2000, 2003, 2008, NT, XP, Vista, 7, 8, CE, Mobile
- PC/LAN environments, routers, networking and TCP/IP, servers
- Microsoft Office 97 - 2015, including installation and troubleshooting
- Microsoft Server Administration, including Windows Server 2003 and Exchange Server 2003, 2007, 2010, Active Directory
- Familiarity with Linux & RedHat, Java, JavaScript, Splunk
- Dameware, Remote Desktop, Bomgar, Teamviewer, Service Now, Pointsec, Track It, Citrix
EXPERIENCE:
Systems Security Administrator April 2016 to Present
ASM (VA Hospital)
-Create and process Splunk alerts thus preventing any potential incidents
-Prepared, arranged and tested Splunk search strings and operational strings.
-Created and configured management reports and dashboards.
-Developed, evaluated and documented specific metrics for management purpose.
-Analyzed security based events, risks and reporting instances.
-Designed, developed and implemented system engineering plans and technical support services.
-Implemented forwarder configuration, search heads and indexing.
-Supported data source configurations and change management processes.
Computer Systems Engineer III April 2015 to November 2015
USAA
- Design, develop, document, test and debug new and existing software systems and applications
- Perform defect corrections (analysis, design, code) in Java
- Participate in design meetings and consult with business clients to refine, test, and debug programs to meet business needs
- Interact with and sometimes direct third party partners in the achievement of business and technology initiatives
- Prepared, arranged and tested Splunk search strings and operational strings
- Created and configured management reports and dashboards utilizing Splunk
- Developed, evaluated and documented specific metrics for management purpose
- Executed systems programming activities and supported data center activities
- Developed Splunk infrastructure and related solutions as per automation toolsets
- Extensive experience in Korn Shell and Perl Scripting, SQL
- Worked closely with People soft, Jboss & FIX applications from the UNIX perspective
Information Security Officer June 2012 to April 2015
CITIBANK
Engage in, and facilitate, the following processes:
Information Security Risk Assessments
Third Party Information Security Assessments
Identity & Access Management Provisioning
Entitlement\Access Control List Activities
Data Protection Functions
Application Vulnerability Assessments
Audit Reviews
Active Directory
Utilize Splunk to manipulate data pertaining to Citi databases
Desktop Technician April 2012 to May 2012
WELLMED (AEROTEK)
Maintain, analyze, troubleshoot, and repair computer systems, hardware, and computer peripherals
Supporting and maintaining user account information
Document, maintain, upgrade, and/or replace hardware and software systems
Install, troubleshoot, repair and support the enterprise-wide desktop resources such as desktops, laptops, thin clients, printers and scanners
Install, configure and troubleshoot PC operating systems and client software
Recommend guidelines and changes by identifying problems; develop improvements; describe methods; write procedures
Utilize remote desktop control tools to troubleshoot/evaluate issues via telephone
Assess the need for and implements performance upgrades to PCs, including installation of I/O and NIC cards, hard drives, RAM, CD-ROMs, etc
Perform installs, moves, adds and changes (IMAC) as requested by end users
Assist with Help Desk calls as needed
Responsible for and performed the data transfer from old Service Center Ticketing System to new Service-Now system
Workflow design, testing, and implementation inside of Service-Now Ticketing System
Incident Management, Request Management, Change Management, Problem Management, and Project Management implementation and design in Service-Now
User Management, Group Management, and Role Management in Service-Now
Implementation and design of SLA s in Service-Now
Email setup for tickets in Service-Now
Key in development and implementation of CMDB in Service-Now
Work directly with Service-Now in order to troubleshoot issues outside admin capabilities
Utilize SCCM and GHOST for reimaging of machines
PC Technician February 2012 to March 2012
ANCIRA (K-FORCE)
Provided Level I/II support for desktop computer related issues
Repaired malfunctioning PC equipment and software
Installed operating systems and application software on workstation computers and laptops computers
Performed PC relocations to support business needs at all different client locations (recent assignment with
Ancira)
Logged and documented trouble/ service tickets in call tracking software (used Remedy extensively)
Provided PC users general orientation on the use of both new and existing computer equipment
Installation, setup, repairing, and troubleshooting of computer hardware
Installation, setup, and troubleshooting computer software, i.e., Microsoft products
Desktop and Server Technician April 2011 to December 2011
CITIBANK (PEAK SYSTEMS)
At Citibank under the Dell logo providing Active Directory 2007 services that include
provisioning services working in concert with network engineers for additional AD directed
responsibilities using (GPMC/Delegations/DNS/DHCP/TCP-IP/WINS/etc.)
Assisted in the installation, configuration and maintenance of Email servers in a team of 4
senior desktop and server technicians
Exchange 2007 setting up Outlook and handling refreshes for database
Utilize SCCM and GHOST for reimaging of machines
Server Technician March 2011 to April 2011
Microsoft (PEAK SYSTEMS)
Implement and manage Microsoft servers for XBOX Live and BING
Mastered an array of monitoring and profiling tools that help you manage the server
environment and tune systems to perform optimally
Monitored network infrastructures, configured web services, configured network applications,
planned server operating systems, configured and maintain Active Directory, monitored server
operating systems
Applied security and software patches to servers
Perform break/fix hardware issues on servers
HP OVCM
Utilize Citrix and Avaya systems
Currently learning techniques used in VMare to include ESXI, migrating from physical servers
to virtual servers
Technical Support Technician January 2011 to March 2011
SWBC (SHORE SYSTEMS)
Support a multi-site Microsoft Exchange 2007 with exposure to MS Exchange 2010
organization in order to meet and maintain appropriate service levels.
Gained more experience mail box/SMTP/DNS/Hub/CAS/Transport Administration.
Exchange Administrator for SWBC migration from Lotus Notes to Exchange 2010
Provided on-site services that includes profiles, application patches (PERL) handled all
conversion related cycles from planning to implementation.
Responsible for Group Policy, and general administration duties
Administer and support Active Directory 2007/2010, DNS & Microsoft Exchange replication.
Responsible for planning, testing, tuning, configuration and setup of Microsoft Exchange
architecture as well as supporting common email applications (Outlook, Entourage, PDA based
email).
Manage the appropriate setup of applications hosted via Microsoft Exchange or reliant upon
Microsoft Exchange. This includes, but is not limited to Blackberry services.
Maintain appropriate documentation on the Microsoft exchange environment.
Provide a point of escalation and support to the Desktop Support Group.
Perform general system administration duties in a Windows Active Directory environment.
Monitor Windows 2000/2003 (and beyond) servers and troubleshoot problems.
Support, maintain and administer third party applications.
Produce appropriate documentation for application deployment, configuration, and related
processes.
Enforce change management and compliance processes.
Work as a technical resource on assigned projects.
Install and configure and maintain server operating systems and repair server hardware
Help Manage network system backups and provide a comprehensive disaster recovery plan for
E-mail services that take advantage of our global presence.
Participate in disaster recovery planning, testing and response.
Perform routine preventative maintenance on all hardware on a routine and scheduled basis.
Perform network troubleshooting to isolate and diagnose common network problems.
Provided backup and recovery procedures in collaboration with other System administrators.
Customer Support Technician October 2010 to December 2010
GENESIS BUSINESS SYSTEMS
Responsible for domain account management (creating, modifying, and deleting) within Active Directory and Directory and Resource Administrator (DRA).
Provides assistance to approximately 7,000 customers needing to resolve problems with their computer systems by answering, entering, updating, and closing service requests submitted through HEAT and REMEDY ticketing software.
Service requests include but are not limited to, hardware upgrades, local software installs, printer, scanner, and other peripheral installs, MS Outlook Exchange account setup and modification, etc.
Desk side support as well as phone support via Dameware Mini Remote Control, Microsoft Remote Desktop Connection, and Microsoft SMS software in a call center environment.
Front Desk: Handling walk-in customers needing quick technical resolution
CSRD Request: Handle schedule installations of PC's, Software, Hardware, Scanners, PC Deployment
ROTHE DEVELOPMENT March 2010 to June 2010
Level I Help Desk Technician
Provides prompt, professional and courteous customer phone support to End Users, Client Support Administrators (CSA), Functional System Administrators, and Network Control Centers (NCC)
Experienced with Directory and Resource Administrator (DRA)
Creates, modifies, moves and assigns mailboxes
Assigns mailbox store
o Creates, modifies, moves, deletes and restores distribution lists
Assigns manager
Adds/removes members
Creates, modifies, moves and deletes organizational mailboxes
Grants permissions
o Creates, adds, deletes and restores user accounts
Applies VPN Service
Applies Remote Service
Disables accounts
o Adds, deletes and restores computer from the network
Assigns OU Admin
o Unlocks and resets passwords
Experienced with Remedy trouble ticketing software
o Documents and tracks trouble calls to final resolution
o Creates, updates, monitors, and assigns remedy tickets
o Creates, adds and removes Remedy accounts
o Follows priority matrix for Enterprise Service Desk (ESD)
Responsible for domain account management (creating, modifying, and deleting) within Active
Directory 2010 and Directory and Resource Administrator (DRA) using (GPMC/Delegations/
DNS/DHCP/TCP-IP/WINS/etc.)
Responsible for Group Policy, general administration duties
Gained knowledge of mail box/SMTP/DNS/Hub/CAS/Transport Administration.
Exchange 2007/20210 provisioning individual access for accounts handled all back-end
services for returning GIs needing security access for specialized entry
Provides assistance to approximately 7,000 customers needing to resolve
PC Technician November 2009 to March 2010
EVOLVENT TECHNOLOGY
Standing up operations for METC on Fort Sam Houston.
Responds to inquiries and requests for support with the client's computer systems or PC's.
Identifies problems, troubleshoots and provides advice to support clients. Coordinates with other IS areas to resolve problems if necessary.
Monitors reliability of network infrastructure and operating systems on multiple platforms. Diagnoses and repairs problems.
Installs PC's and related hardware and software. Investigates hardware and software problems. Performs system hardware and software communication connection repairs. Performs diagnostic testing.
Analyzes, plans, designs, and installs new computer systems and reviews, monitors and upgrades existing computer systems. Determines user specifications for hardware and software.
Analyzes business needs and new technology and makes recommendations.
Maintains hosting requirements.
AFNI, Inc April 2009 to October 2009
Customer Care Consultant
Provides prompt and courteous customer phone support to Verizon Wireless users.
Gather information about the customer in order to place product/service orders successfully or route the customer to appropriate person/department as deemed necessary via ACSS routing table.
Inputs customer tickets into ACSS ticket tracking client
Utilize ACSS ticket tracking client to investigate and update activity on customer account.
2007 2008
School / Training / Misc
Client Support Administrator June 2003 to December 2006
20th Mission Support Group (MSG), Shaw AFB, SC 29152
Experienced with Remedy trouble ticket
Documents and tracks trouble calls to final resolution
Creates, updates, monitors remedy tickets
Experienced with Active Directory and Directory and Resource Administrator (DRA)
Adds, deletes and restores computer from the network
Unlocks accounts and resets passwords
Provided troubleshooting services for over 50 users and workstations which included installing, managing and maintaining hardware (desktops, printers, scanners, peripherals) and software ( Microsoft Exchange, ABSS, Oracle, etc.)
Alternate equipment custodian assists in inventory of $500,000 worth of computer equipment and ensures 100% accountability.
EDUCATION:
South Carolina State University Pre-Business Major January 2006 to December 2006, 40 credits
SPECIALIZED TRAINING:
Air Force Course E3ABR3C2X1 005, Communications-Computer Systems Control Apprentice Feb. 2003 to May 2003
Networking & Operating Systems Basics, Part I & II Nov. 2008, 16 Hrs
Installation and Administration Parts I & II Nov. 2008, 24 Hrs
Managing a Microsoft Windows Server 2003 Environment Nov. 2008, 30 Hrs
Maintaining a Microsoft Windows Server 2003 Environment Nov. 2008, 24 Hrs
Network Infrastructure Implementation Parts I & II Nov. 2008, 16 Hrs
LICENSES/CERTIFICATES:
Fiber Optic Certification 15 July 2004
Security+ Certification 27 October 2010
Dell DMS Client Softskills Certification 12 April 2011
Java Certified Programmer 18 September 2015
Splunk Certified 17 October 2016
SECURITY CLEARANCE:
Former Top Secret/Secret Compartmented Information (TS/SCI) Clearance
REFERENCES:
Upon Request |
