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Click here or scroll down to respond to this candidateCandidate's Name
Phoenix, AZEMAIL AVAILABLEPHONE NUMBER AVAILABLEPROFESSIONAL SUMMARYOver 9 years desktop/field Supervisor support experience, supporting enterprise level clients.Professional and positive attitude, great communication skills, and a drive to succeed and continue learning in the field of Technical SupportExtensive experience in providing excellent customer service, desktop lead, remote, and phone support.Information securities and identity experience management of Employee Access to facility location and database areasTECHNICAL SUMMARYProvide professional support for Windows 10, Office 365, active directory, MS Teams and MS AzureStrong experience with Ghost Imaging/ Reimaging of desktops and laptopsMS Azure/ AWS and other cloud service procedure trained/ImplementationExperienced in technical desktop Support and helpdesk supportAdvanced knowledge of Active Directory and Exchange, including account creation, modification, and removal and SiteMinder for SSO setup administrationSystems Configuration Manager setup and deploymentWindows Sever 2008 R2 administration and service managementSQL Server database management, setup/configuration for individual account (DBaaS)VMware virtualization administration, setup/configurationIdentify access management for CISSP trainedGranular read write/read only policy creation via JSON scripting for IAMExperienced in latest identity management and database provisioning processesAdvanced knowledge in Active Directory account handling, creation and provisioningExperienced Information Security Analyst in both medical and industrial environmentsCompTIA A+ and HDI Helpdesk Certified professionalFamiliarity with ITIL Support for advanced technical support issues6 years in Change Management helping companies with change initiatives, business projects and (business) schedules and planning. This also includes all systems and technology, job roles and organization structures5 years NOC related environments in Exchange/ Windows/ Linux and VM server management supporting virtualization to end users and vendors.SQL and MySQL database migration and backup plan management.IIS and web service administration of intranet sites.Certifications:CompTIA A+, HDI Helpdesk CertifiedTechnologies:SQL Server 2008/2005 Express, Sever 2008 r2,VMWare versions 6-7, Microsoft Office 2003/2007, MS Outlook/ Exchange, Active Directory, SMS/ BigFix, MS Project 2003/2007, SAP, Business Objects and Oracle, Windows XP/Vista/7, Cisco VPN 4/5, All current Citrix clients, Adobe Suites, VZW Access manager, Blackberry Connect Manager, MSSQL Client, MS Visio, Lotus Notes, QuickTime, Adobe Photoshop, Reader, Flash, Internet Explorer, TCP/IP, McKesson HBOC Star 2000, Horizon Surgical Manager, Clinstar, IDX Lastword/ IDX Extend, Allscripts, Misys/SunquestOS:Windows XP/7/10, UNIX, Linux, Novell NetWare, Mac OSDatabases:Oracle, ADB2, Relational DatabasesLanguages:Visual Basic, SQL, HTML, ASP, CSS, C++, CGI, Perl, JavaITIL:Trained in ITIL v2/v3 (not certified) for 2nd Level Support Incidents which cannot be solved immediately with the means of 1st Level SupportPROFESSIONAL EXPERIENCEField Nation 12/2015 PresentSenior Desktop Lead Field Support TechnicianSupported clients in major retail marketsDaily responsibilities included desktop lead setup, Leading field desktop engineers, network configurations, repairs and image deployment for Windows 7/10/11 and SCCMAzure on premise to AD Cloud management, Tenant AD account management services.Maintaining user 365 accounts Exchange, Office 2016 and One drive cloud services (Azure)Setup user authorizations in active directory and on boarding/off boarding of accounts as necessaryProprietary Applications support, deployment and repairsAgent call center support handling (Ticket based)Remote desktop (Offsite support) for all remote agentsProvided support for MS AzureProfessional technical vending using the field nation and work market platform portalDaily duties are performed via work order trouble tickets from retail markets, Servicing major network issues, network and Internet cut over repairs or installment and security updates.Atos/NCS 9/2017 12/2019Senior Global Lead Desktop Field Support TechnicianProvided support for active directory New hires on boarding/off boarding of accounts + Provisioning (IAM Services)Maintained user 365 accounts Exchange, Office 2016 and One drive cloud services (Azure)Daily responsibilities of ticketing duties in SNOW Desktop setup + configurations, repairs and image deployment for WIN7/WIN10 SCCM and ImageX.Proprietary Applications support, deployment and repairsAgent call center support handling (Ticket based)Remote desktop (Offsite support) for all remote agentsAWS and Azure Assistance for Data Center file support through Atos (Nationwide)Mindlance 12/2016 6/2017Systems Support EngineerClient: Charles SchwabResponsible for daily server and group requested access through remedyDailey provisioning of accounts via PowerShell and bulk provisioningSupporting user granted access to Windows/ Linux servers to groups and login issuesManaging active directory group policy for access requests of all server to group accessUser support in Request Center for proper access/change/remove services to requestMaintaining role owner/approver of all groups updates/adds/changes in active directoryProcess of emergency AD removals and expedited accountsMaintaining identify roles for access management through 2 factor authentications for user access tosecured domainsMaintaining proper GPO process for audit purposesPapa John's Salads & Produce 8/2016 12/2016Senior/Lead System Application Support AnalystProject to migrate into 365 Office & Cloud SharePoint, OneDrive for Business for company-wide file transition and communicationsCompany database management project migration from SQL VM to Multi-Tenant DBaaS (Azure)Responsible for Governance and Risk Compliance of all user roles in the company managed database.Management of abstraction to simplify roles and duties for similar and alike employees throughout company compliance.Maintaining company WordPress SEO in site meta tag management.Writing and updating company IT compliance infrastructure including data back plans with reference to RTOs and incorporating to company disaster recovery plansAdherence and compliance with client requested IT audits, proven data security plans and PHI secured managementAccess data management includes managing in place and new policies, secured applications and secured database locationImplementation of new room to invoice processes for expanding company production for labor and transportation employeesManagement of all new, and existing employees through Active DirectoryIdentity Management and provisioning of account removals, creation and change managementMaintaining of SQL account database employee information including individual account backups (DBaaS)Maintaining older IMAP mail account setups, mobile device configuration and managementResponsible for all server 2003/2008 R2 machine backups and maintenanceResponsible for AVAYA phone maintenance and account managementPeak System 11/2015 8/2016Senior Desktop Field Support TechnicianOnsite PC installs and Windows migrations identity management of enterprise, retail and government PCsFollowing detailed work order instructions via email and self-managing resourcesProvisioning follow ups on communications and support over phone and emailsPrioritizing time management with all clients.Documented technical solutions, strategies, role inventories, recommendations and key metrics associated with Identity and Access management program.Orion Health CSS (IT Client Support Services) 9/2014 11/2015System Application Support AnalystTroubleshooting highly technical solutions related to Orion Health software products for projects and customers.Think creatively and implement solutions effectively when standard functionality has failed.Performed implementation and solutions for all account customers and maintaining standard account functionalities.Intranet meta data management in advance search management processes for internal employees.Coordinated with development teams with in-depth issues requiring escalation.Maintaining PHI (Protected Health Information) and HIPPA standards with all external and internal clientsTracking project and time management in various ticketing systems for each account process.Liaison between development and customers related to IT resolution and fixes, account/product updates.Provided professional customer focus to external and internal clients serving as first level of contact.Maintaining analytical account/product data for specified accounts and clients through select internal and 3rd party software.Provides internal Rhapsody HL7 Software training to clients and internal employees.Peak System 5/2014 9/2014Senior Desktop Field Support TechnicianOnsite PC installs and Windows migrations identity management of enterprise, retail and government PCsFollowing detailed work order instructions via email and self-managing resourcesProvisioning follow ups on communications and support over phone and emailsPrioritizing time management with all clients.Client support and third party SEO Consulting and metadata management.Documented technical solutions, strategies, role inventories, recommendations and key metrics associated with Identity and Access management program.Coventry/ Aetna Health 8/2013 5/2014Senior Desktop Field Support TechnicianProvisioning of user account identity management for on boarding, inbox additions, account removal, account creations, directory addition, in active directory.Managed Identity and Access management systems and work closely with IT and business units to ensure identity and access solutions meet or exceed security policies and regulatory compliance requirements.Designed, developed and implemented identity and access management security across TCH's infrastructure supporting role based access entitlements schemes and definitions.Responsible for user database account provisioning and change management of secured services/accountsResponsible for phone support on technical issues for Win7, Citrix, network and Printer . Adds, updates, and deletes user profiles to maintain the integrity of access controls based on current policies and procedures.Reviewed security logs and violation reports and scheduled follows up as necessary.Ensured system users are aware of all current data security procedures.Assisted in developing and implementing data security standards, procedures, and guidelines for multiple platforms and diverse systems environments.Assisted other Security Administrators with the implementation of security controls in new and existing applications and systems.Participated in the review of security features of new software. Worked with other staff to assess security system modifications required due to other system changes.Community Health Systems (CHS)/ Healthway Inc. 12/2011 7/2013Senior Desktop Field/ Information Security TechnicianProvide desktop support on migration issues on various platforms Win7, Citrix, network/printing, troubleshooting and support for clinical staff, nurses, ED, ER, & Lab staff for password creation and walk through.Troubleshooting software and hardware failures and identifies network problems when they relate to personal (desktop or laptop) computers.Support building roles within applications from Active Directory/ Active Directory migrationsProvided support services to employees with technical problems and information technology issues involving desktop, laptop or network services from local personnel or from employees using network remote access.Maintaining existing account database provisioning and change management of secured medical accounts and services (SQL Server Account Management)Performed custom Image Builds, modification, testing and servicing on all internal/in-house data communications network equipment. SSO onsite support and registration for internal and remote employees.Experienced with SQL, stored procedures, and database triggers on MS SQL Server platforms.Facilitated use of technology-based tools or methodologies to review, design and/or implement products and services.Ensured security access lists are well maintained, security-related exits are operable, and work on audit tasks to keep TCH environments compliant with standards.Facilitated business process design as it relates to managing identities and access privileges such as architecture, delegated administration models, workflow models and access control models.Maintaining uses account roles through identity management (IDT10) and provisioning of accounts.Configure accounts for physician's HIM users also add AD groups to user accounts for Citrix-Cerner access.Grant access to users via CSR, Routing request to local IS for sites for local issues.Generate accounts and provision.SiteMinder for SSO setup and administration for all medical staff including training and permissions add-ons policy procedure and compliance training.Completing Sign-On (SSO) for all medical staffSSO onsite support and registration for internal and remote employees.Responsible for SQL database account provisioning and maintenance of protected accountsProvided timely resolution of problems or escalation on behalf of customer to appropriate technical personnel.Provided case status updates to management and end-users.Provided support/administration all VDI (ver4.5) Environments for the Tempe/Chandlers OfficesResponsible for support and maintaining effective relationships with users.Responsible for developing documents, and implementation of standard operating procedures and customer service guidelines relating to remote IT support.EDUCATION & CERTIFCATIONSMCDBA, A+, Web Administration & Implementation/ DevelopmentNew Horizons Tech, Tempe, AZITIL compliance and trainingCourses on Corporate Solutions Structure and FrameworkCIS Computer Information Systems Training / HTML Scripting-CodingMetro Tech |
