PROFESSIONAL SUMMARY:

• Over 10+ years experience on Excellent IT Service Delivery.
• 7 years On - boarding/Off-boarding workflow and incident management.
• 4 years IAM Support
• 10+ years Active Directory: User Access Management; Top domain management.
• 4 years PAM
• 2 years CyberArk
• 4 years Change Management
• 4 years Remedy
• 4 Years SNOIW; 2 years SNEXT

PROFESSIONAL EXPERIENCE:

Global User Provisioning Team Lead

Confidential

Responsibilities:

• User Provisioning Processes documentation
• Provide for new team members and other teams like service desk agents.
• In charge of complete Off-Boarding/On-boarding processes.
• Privileged Account Management; CyberArk On-boardingAll things password: rotations, malfunctions, account creations/changes/integrations, maintaining/creating new safes, and CyberArk policies Manage EPV (Enterprise Password Vault) User provisioning and entitlements performing Privilege Access Reviews Compliance Reporting
• Server Access Management
• Change Management Collaboration
• Network Shared Folders Management.
• Service Accounts & Shared ID’s management
• Manage AD Group Creation/Modification for User Addition/Removal to manage Application/Server/DL access
• Azure Active Directory -Top level OU administration
• Delegating Azure AD permissions as needed.
• Ensure SLA’s are meet in SNOW & SNEXT
• Assisted to weekly/monthly meetings and as needed
• Collaborate with Internal/External Auditing Teams by providing SOX Compliance Reports based on key controls.
• CITRIX Accounts Management using Citrix Director
• PowerShell scripting daily usage to efficiently work the queue.
• Multi-Domain Environment
• Team of Teams player; always collaborating with other teams to get the fastest route to resolve incidents.
• Always in the look for recurring incidents/problems with the purpose to find/document solution
• Ability to see patterns, past trends, and situations and apply learned concepts to recognize and resolve issues
• Redesign & Improve Processes as needed.
• Always updating/communicating end-users procedures and policies.

Active Directory Consultant

Confidential

Responsibilities:

• Creating/editing network user accounts in MS Exchange Management Console 2010
• Editing network accounts in Active Directory according to specifications
• Enabling users in Microsoft Lync
• Migrating users in MS Exchange Shell
• Migrating +450/mo network accounts to a new domain
• Documenting network accounts migration in CA Service Desk ticketing system
• Ensure SLA’s meet on Remedy
• Using JDE to ensure end-user employment status and specifications
• Assisted to weekly/monthly meetings and as needed

Service Desk Analyst/Desktop Support

Confidential

Responsibilities:

• Supporting Global end-users with wireless, VPN, network, Outlook, printer connections
• Reset pw's for AD, SAP. Administer Active Directory Users and Computers
• Resolving Footprints tickets. Cisco Call Manager
• Administer SCCM. Supporting windows XP & 7; Office 2010
• Assisted to weekly/monthly meetings and as needed
• Vendor Management. Asset Management
• Monitoring Network Resources through SolarWinds
• Created\Modified CallNet & Cisco User accounts using Cisco Unified COM Administration. Reset Voicemail passwords using Cisco Unity Connection
• Supporting end-users with wireless, VPN, network, Outlook, printer connections
• Reset pw's for AD, Lotus Notes, SAP, JDE, etc. Administer Active Directory Users and Computers
• Assisted users with McAfee Endpoint Encryption issues. Resolving Remedy tickets
• Supporting windows XP & 7; Office 2003, 2007 & 2010; Office Communicator 2005 & 2007; Lotus Notes
• Administer MS Exchange,, Blackberry Enterprise Server Manager 4.1 & 5.0, Zenprise Web Console, Cisco Unified Communications Manager, SCCM.
• Assisted to weekly/monthly meetings and as needed
• Create/Modified CallNet & Cisco User accounts using Cisco Unified COM Administration. Reset Voicemail passwords using Cisco Unity Connection

Confidential

Houston, TX

Responsibilities:

• Assisted with backups and Restores
• Deploying & Maintaining Images using Symantec Ghost
• Updating-Modifying Inventory. Setting up Conference Rooms
• Resolved Lotus Notes 6.5 issues. Supported Roaming Profiles
• Attended assigned weekly-monthly Meetings and .
• Supporting wireless, VPN, network, Outlook, printer connections. Resolved Encryption issues.
• Supporting windows XP & 7; Office 2003, 2007 & 2010
• Performed hardware and software moves, Supporting Mac in Windows environment
• Resolving Remedy 6.03 tickets. Windows 7 Deployment Support

Confidential

Desktop Support

Responsibilities:

• Created technical support documentation for cross-
• Activated Network Ports as needed. Support Blackberries and Iphones
• Performed hardware and software moves, adds and changes
• Creating/Updating/Deploying Standard Images using Bart-PE and Symantec Ghost
• Managed Hardware/Software Inventory. Attended IT meetings and as needed
• Setting up Conference Rooms. Worked-Assisted Outside Vendors
• Created-Modified Domain Accts Security Groups, etc. in AD
• Exchange Accounts assistant admin. Supporting Mac in Windows environment
• Assisted with user's data migration and restore
• Ensure SLA’s meet in Remedy

Service Delivery Support

Confidential

Responsibilities:

• Performed hardware and software moves, adds and changes
• Supporting Windows XP & 7; Office 2003, 2007 & 2010
• Support wireless, VPN, network, Outlook, printer connections
• Created-Deployed-Updated Images using Symantec Ghost
• Data Backup & Restore. W XP deployment & post Support
• Keeping Hardware & Software Inventory. Created Reports
• Coordinated Disposal Equipment Project. Assisted Replacing or Acquiring new hw
• Attended IT-Service Delivery & Safety Meetings &
• Working tickets in Remedy and ensure meeting SLA’s
• Escorted-Assisted Outside Vendors. Escalated tickets to 3rd level Support as needed.
• Coordinate Hurricane Preparedness. Traveled as needed.
• Managed Active Directory and Exchange Accts. Supporting Mac in Windows environment

Helpdesk Specialist

Confidential

Responsibilities:

• Supporting Windows XP ; Office 2003, 2007
• Support wireless, VPN, network, Outlook, printer connections
• Escalated tickets to 2nd & 3rd level Support as needed
• Administer Active Directory Users and Computers & Exchange email account
• Documented tickets using USD & escalate to 3rd level as needed
• Reset pw's for AD, SAP, LDAP, Lotus Notes, CRC, PMP, etc.
• Managed Tokens/Secure id’s in RSA v6.02
• Assisted users with Lotus Notes. Supported Windows 2000 and XP, MS Office 2003
• Supporting wireless, VPN, network, Outlook, printer connections

Onsite Desktop Support

Confidential - Irving, TX

Responsibilities:

• Documented tickets on Remedy. Spanish translation for XP deployment procedures
• Windows XP Deployment. User's data Backup & Restore
• Followed strict guidelines for SLAs. Supported Active Directory and Exchange Accounts
• Supporting wireless, VPN, network, Outlook, printer connections via phone, email tickets, remote connection and walk-ins. Supported Windows 2000 and XP; MS Office 2000 & 2003
• Performed hardware and software moves, adds and changes
• Coordinate Hardware replacement contacting manufactures
• Assisted with PointSec Encryption issues. Assisted with Lotus Notes 6.5 issues

Helpdesk Specialist

Confidential - Denton, TX

Responsibilities:

• Documented tickets in Remedy. RSA SecureID's Administration
• Assisted internal users via phone, desk visits & remote control
• User's data backup & restore. Escalated tickets to 3rd level support as needed
• Created VPN /R3 /E-Business/eRoom/NT accts
• Performed hardware and software moves, adds and changes
• Supporting wireless, VPN, network, Outlook, printer connections
• Supported Active Directory, Exchange & Cisco Accounts

Helpdesk/Assistant System Administrator

Confidential

Responsibilities:

• Assisted internal users via phone, desk visits & remote control
• Assisted Network Administrator with servers maintenance
• Supported Exchange & AD accounts. Administer Tripwire and NetIQ
• Provided Support on different Bank Applications
• Performed hardware and software moves, adds and changesSupporting wireless, VPN, network, Outlook, printer connections
• Assisted HP customers via phone. Referred customers to helpful web sites
• Handled billing issues. Very detail documentation to accounts
• Took different type of orders for customers
• Troubleshot hardware and software problems for different HP products

Technical Support (Call Centre)

Confidential

Responsibilities:

• Helped customers create Outlook Express email accounts
• Troubleshot dial up, DSL connectivity issues
• Handled billing issues. Escalated issues to the right department
• Assisted co-workers taking Spanish incoming calls

Computer Technician - Internship

Confidential

Responsibilities:

• Hardware Inventory. Rebuilding Computers
• Facilitated personnel understanding upgraded applications
• Supported Windows 98/2000 and MS Office 2000
• Supporting wireless, network, printer connections