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Click here or scroll down to respond to this candidateCandidate's Name
EMAIL AVAILABLE PHONE NUMBER AVAILABLE Drexel Hill, PA Street Address
An experienced IT professional with over a decade of experience in a commercial environment. My technical expertise includes Windows 10, 11, and Windows Server 2016, Azure, Active Directory, PowerShell, Group Policy, virtualization technologies, network protocols, and security measures. I hold a Postgraduate Certification in Clinical Engineering with Healthcare Technology Management and have experience designing, implementing, and troubleshooting complex IT solutions. I possess excellent communication skills and a positive, proactive approach to problem-solving. Network Troubleshooting Windows OS /Computer Hardware TCP/IP, DHCP & DNS Microsoft Office 365 Cisco BAC, BTS CTNA Series Windows Server 2008 and 2016 LAN/WAN/Frame Relay Remote Support/Technical Support Network Hardware Installation Active Directory SolarWinds Network Monitoring Cisco VPN and ZscalerSep 2012Postgraduate Certificate: Clinical Engineering with Healthcare Technology Management City University London, United KingdomJan 2002Bachelor's Honors Degree: Computer Science & Business Information System Middlesex University London, United KingdomGraduated Diploma HND: Computer Science & Information Technology City & Islington College London, United KingdomApr 2014 - CurrentDesktop Support AnalystNuAxis Technology - Philadelphia,PAAdvised and consulted on IT matters for Agency and Department officials, enhancing agency IT programs.Appointed as subject matter technical expert,effectively communicating IT concepts verbally and in writing to diverse audiences; prepared policies, guides, and procedures and issued papers with study results and recommendations.PROFESSIONAL SUMMARYSKILLSEDUCATIONPROFESSIONAL HISTORYAssist in planning carrying out complex assignments using traditional ways by following proven guidelinesestablished by Department of Labor knowledge articles.Demonstrate broad and specialized knowledge of ITprinciples, concepts, and methods to provide expert advised to managements about trending solutions,services and products of future technologies like Azure and Automation.Supported enterprise goals through the development of a collaborative IT strategy and coordination of aGovernance Board structure.Follow the policies approved by executive management like the standard imaging guide for Windows 10 and 11professional and adhere to imaging laptop withagency base, DOL32 and 64bit image.Use the standards and guidelines to recommendchanges to ServiceNow device reclamation to areasupervisor which he addressed by established change control process.Conducts analyses and recommends resolution ofcomplex issues affecting the specialty area like the standardization of print servers within the Department Labor. The new and improvement methods haveharmonized the mapping of printer with one clickthroughout the agency.Evaluates and recommends adoption of Automation to streamline repetitive tasks such as Imaging check list, defective computer replacement, onboarding and off boarding new and departing employees. This enables faster response time, reduces errors, and has improved overall efficiencies in Department of Labor ITmodernization and Service Level Agreement.Work as a team member in testing and optimizing the functionality of US Department of Labor systems,networks, and data to identify security defects in Cisco VPN access at pick level and identify common network and data vulnerabilities.Due to vulnerabilities and security flores identified in VPN the Department of Labor has recommended Zscaler as a replacement for Cisco VPN. The designers of Zscaler have been tasked with business or technicalrequirements applied to the design, developments,implementation, management, and support of Zscaler with security and network performance in mind. The phase implementation which I am part of is providing comprehensive security and a fast user experience.Work towards the use of commercially availableapplications like ServiceNow and make provisions to integrate Department of Labor legacy systems into the design. This has improved security and compliance with various software licenses agreements to avoidunnecessary fines.Involved in requirement analysis and evaluationproposals for the acquisition of IT products or services like ServiceNow in my former job and Department of Labor. Participate in requirement analysis at Ditech with customers and test final product before successful lunch and use these transferable skills in Department of Labor in test and implementation phase.Developed responses to inquiries from GAO, OMB, OIG, and Congressional bodies; contributed to analytical studies and cost-benefit analyses; supported senior management presentations.Apr 2020 - Sep 2023Network Monitoring and SupportPpl Data & Operations Center -Allentown, PAProvided full lifecycle support for deployedsystems/applications across multiple networks and cloud environments, implementing information securitymeasures.Evaluated program effectiveness, introduced newprocesses, techniques, and procedures to enhanceprotocols; conducted evaluations, audits, and reviews.Monitored, escalated, and resolved network activity using SolarWinds to ensure seamless operations.Coordinated monthly patching by communicating thefinal go-no-go decision to all relevant departments.Successfully implemented, evaluated, monitored, and planned work assignments in the Northeast region,aligned with the PPL Directorate's mission and goals.Muted all App pools, servers, Routers, and RTUs in SolarWinds for the entire duration of the patching, ensuring a smooth and secure patching process.Work as a team member to develop projectmanagement plans, cost/benefit analysis, budgets and spending plans, work breakdown structures, resource plans, and acquisition/procurement plans to design and develop Azure applications. Prepares and presentsreport of final agreed product to supervisormanagement approval.Conducted security level reviews using various tools, including Infor Block, to prevent suspicious IP addresses and intruders from accessing sensitive network resources.Represents the organization in interactions with other organizations in Infor Migration, one of the major databases to Microsoft Cloud. Open conference callbridge during the migration process and schedulebreakout rooms in advance to make the migrationprocess seamless.Troubleshoot primary router and switch issues andescalate to on-call support when necessary.Monitored sensors for server room temperatures and door controls for intruders and unusual physical access, ensuring the safety and security of the network.Research and call Security Command and ControlCenter (SCCC) report data intrusion including other duties as assigned.May 2013 - Apr 2014Helpdesk Security FulfilmentAnalystDitech.Com (TEK System) -Washington, PAServed as an IT program and services liaison for the Agency, recommending solutions based on Agencyguidelines and precedents.Pilot-tested, implemented, and supported front-end and back-end software modules; identified and resolved technical issues, ensuring technology infrastructure integrity.Developed requirements to reduce costs and improve quality across a range of customer business processes, based on thorough analysis and user consultations.Advanced IT principles, concepts, and methodsknowledge, applying innovative and traditional solutions to manage IT systems effectively.Utilized ServiceNow as the primary ticketing system to track and manage incidents, problems and requestssubmitted by email, phone calls and IM tools.Call customers using Bomgar to remote into computers, verify users and follow IT security procedures, practices and protocols to diagnosis software and application problems remotely or in person in accordance with the Service Level Agreement (SLA).Monitored ally Pulse network activities using SolarWinds to identify network outages by triaging a process where each problem is prioritized on its severity, frequency, risk, impact before it even occurs. Set a goal to evaluate, prioritize, and assign the resolution of network and application bugs or defects by accurately recording any changes made to the system.Work as a team member to install, configure, andtroubleshoot products such as desktop/mobile operating systems, desktop/mobile software on laptop, desktop including blackberry, iPhone and peripherals using Mobile Device Management.Help create, review, and maintain contents for standard operation procedures and knowledge base articlewhich is assigned for review before publication inServiceNow. Participated in the breakup of Ditech from GMAC and worked as a team of six people tasked with requirement analysis.It was recommended to management to adoptServiceNow to project managers as we thought Remedy was not scalable for Terabyte usage in theOct 2012 - Mar 2013IT Technical Support SpecialistBarclays Card USA (RandstadTechnology) - Wilmington, DEImproved production efficiency by providing practical support to users of financial applications, including Tsys, People Soft Finance, and Western Union Speedpay.Managed and monitored critical systems using cloud computing and distributed computing, ensuring timely automated alerts in case of potential threats.Troubleshoot production and QA of Scorex to ensure the smooth flow of financial transactions and detect any anomalies.Provided vendors of financial products banks use with secure access through RSA secure monitoring. Callcustomer over the phone and explain to non-IT person him/her issue and what we will do to get the issue resolved.Implemented secure connections for remote workersthrough VPN using Safeboot systems, preventing data interception. Reset Citrix and Putty users for fast and reliable SSH and SFTP on UNIX servers.Maintained user accounts and troubleshoot commonproblems like password reset and account lock. Show customer self-service tools available to that that can resolve this issue so they will do it themselves next time they encounter such issue.Help empower customers with information on basicMicrosoft Office training webinars so they will get clear understanding of expected changes from Windows XPto Windows 7.Help educate customers about known securityvulnerability and explain to customer how to identify it and be ahead of hackers.Jun 2012 - Aug 2012IT Desktop TechnicianAcer UK (Randstad Technology) -London, UKSuccessfully deployed and supported over 4000Windows 7 users for the London Olympic Games.Troubleshoot various devices, including PCs, laptops, printers, scanners, faxes, DSL modems, wireless routers, and SMC routers, ensuring scalability and performance tuning.Set up Microsoft Exchange Server and provided support for Microsoft Office 2010, including advancedknowledge of Outlook.Demonstrated expertise in network troubleshooting, including DHCP, DNS, and routing.Set up, managed, and supported VoIP phones like Cisco phones and external service providers.Provided essential support for iPhones and MacBooks, including device configuration and adding mailaccounts.Developed requirements to reduce costs and improve quality across a range of customer business processes, based on thorough analysis and user consultations.Assisted the Venue Technology Manager in manuallybacking up applications on removable devices.Sep 2009 - Sep 2011Technical Support for Phone,Internet and TVComcast Business Class - Horsham,PAUtilized the Cisco BTS Softswitch 10200 to support Broadband Local Integrated Service for Cable (BLISS) and improved network performance.Managed provisioning and network management usingthe Cisco Broadband Access Center for Cable (BACC2.5).Successfully verified and activated phone lines in the switch and resolved career issues by using Orderpath.Diagnosed network and troubleshooted issues usingSafariview and Cisco BTS, quickly resolving customer complaints.Effectively used the Trouble Ticketing System (TSS Remedy) to troubleshoot customers' network issues.Checked for customer rate codes during troubleshooting by using the COMTRAC billing system.Troubleshoot internet issues with Cable Data (DST) and other internet troubleshooting tools such as ping, traceroute, and partying mail house.Built static IPs for customers and assigned them to ports as required by the customer, leading to improvednetwork performance.Processed credit card payments and built accountsusing the ACSR billing and application support system.Monitored customer's internet connectivity, bandwidth, and head ends for degrading of service and bandwidth using Watchtower.Monitored network signal levels on Scout Monitor for real- time data for packet loss, ensuring a high level of network performance.Apr 2007 - Sep 2009Job Coordinator/DeveloperKRA CorporationGenerated job leads and processed information forTANIF clients, resulting in successful motivation for full- time employment.Reviewed resumes of customers who signed up for leads before forwarding them to employers, ensuring that only qualified candidates were considered.Conducted one-on-one assessments with customers to evaluate their qualifications and experience andmatched them with available job leads.Collaborated with Carrier Agents to identify job-ready TANIF customers and prepare them for the modernworkforce.Managed customer cases, identified areas whereimmediate assistance was needed, and entered casenotes for future reference.Utilized cloud technology to ensure that themanagement team had access to critical Kronos data, enabling them to make informed decisions.Leveraged Kronos to analyze time and attendancedata, improve labor efficiency, and reduce costs.Ran real-time Kronos reports to capture datadiscrepancies and minimize wastage in the labor force.Oct 2007 - Apr 2008ITSS Helpdesk SupportCatholic Health East (CHE) -Philadelphia, PAUtilized help desk tools such as Heat and Dame Ware to efficiently manage software support tickets, resolving 70% of issues on the first attempt and assigning the remaining to network support staff.Provided extensive support for medication allocation in all 35 hospitals across 12 Ministries in the USA through Pharmacy software.Supported users in major hospitals by utilizing Meditech and Meditech Client Server software, whether in Patient Administration or improving care.Administered password resets in a Windows environment using Active Directory in a One Domain setup.Managed human capital and supply chainmanagement for hospitals in the ministries using Lawson's software.Demonstrated exceptional time management skills by efficiently checking emails, voicemails, and other off- phone work within Service Level Agreement (SLA)deadlines and entering Trouble Tickets in the problem management system for timely resolution.Streamlined printing of Medical Administration Record reports for the twelve RCH Ministries across the USA by setting up users, resetting passwords, andtroubleshooting label and IP printers using Siemens Pharmacy software.Efficiently administered orders to patients in bed using Net Access, such as ordering lab, radiology, andcardiology tests.Utilized Invision software to resend patient information in the Ancillary System and enter medication orders in the Pharmacy System.Ensured network security by troubleshooting remote workers and enforcing security policies using VPNsoftware.Apr 2006 - Apr 2007Administrative AnalystExceed Corporation - Bala, PAManaged the ETA Foreign Labor Certification database and corresponded with the aliens' attorney for the continuation of the case, resulting in timely andaccurate decision-making on labor certificationRectified an improperly conducted advertised job for the guest worker program, by sending correspondence to the aliens' attorney and ordering the employer to re- advertise the job on a newspaper of my choice andplace the job in the Department of Labor, ensuring fair treatment of American workers.Conducted a thorough recruitment process byreviewing resumes and conducting phone interviewswith qualified American candidates, subsequentlysending the names and contact numbers of qualified US candidates to the employer to interview customers.Evaluated the employer's decision of hiring the guest worker instead of the US and made a decision based on all available evidence in the report, either accepting or rejecting the employer's decision, sending the decision to aliens' attorneys and Federal staff in compliance with the USA immigration act.Demonstrated operational knowledge of MicrosoftOffice programs such as Excel, PowerPoint and Outlook.Reviewed internal systems and organized training plans to address areas in need of improvement. |
