SUMMARY

• Over 15 years of experience in Information Technology - Application and production environments, monitoring, escalation, reporting and triage.
• Multiple years of experience with change, incident and problem management, and a working knowledge of ITSM for each of these areas.
• Skills in risk assessment, business systems analysis, process and stability improvements, governance and impact metrics.
• Desktop support knowledge with multiple Windows and MSOffice platforms, networking, PC/server hardware and a variety of PC/server software.
• Additional job skills include data analysis, problem investigation, project organization and implementation, mentoring/instruction, management, excellent oral/written communication skills and customer service.
• A detail-oriented, self-starter with ability to work independently and a high propensity to learn, retain and apply knowledge.

TECHNICAL SKILLS

Hardware experience: PC and server builds, backup tape libraries, scanners, projectors, card readers, port replicators, battery backups, UPS Equipment, RF scanners, card readers, printers

Platforms: Windows/Windows Server, some Unix

Networking Experience: LAN/WAN, Active Directory, Group Policy, cabling, hubs, routers, switches, TCP/IP, wireless, firewall, VPN

Other areas: Project planning and implementation, Priority 1 staff, on-call experience, triage call escalation, facilitation and documentation

PROFESSIONAL EXPERIENCE

Confidential, Richmond, VA

Problem Management - Consumer Domain

Responsibilities:

• Responsible for management of root cause analysis, risk and stability efforts, long term remediation and ITSM record quality control for production incidents.
• Additional responsibilities included oversight of impact metrics, utilization of ESmart reporting
• DTU/heat map data validation, governance management and also multiple improvements to corresponding documentation, cross-training, process and accuracy.
• Worked closely with both tech and business partners in order to improve ongoing relationships, communication and process.

Confidential, Richmond, VA

Change Coordinator - Consumer Domain

Responsibilities:

• Quality control oversight and review for submitted changes to production
• Responsible for accuracy in reporting and auditing requirements in change
• Work closely with change management to facilitate change meetings, document results and coordinate between voters, requestors and other affected groups.

Confidential, Richmond, VA

Senior Analyst - Banking Center/ATM Operations Domain

Responsibilities:

• Facilitating, documenting and triaging incident calls through to resolution
• Root cause analysis and full remediation in order to prevent future occurrences
• Additional responsibilities including change participation, long-term single site remediation work and administrative role for mainframe user access requests.

Confidential, Richmond, VA

Analyst II - ESys/Ecommerce/Call Center/Application Support

Responsibilities:

• Facilitating and thoroughly documenting problem bridgelines through to remediation
• Monitoring of the environment, recognition and escalation of issues to the proper support groups

Confidential, Richmond, VA

Help Desk/Network Analyst

Responsibilities:

• Provided assistance to company-wide infrastructure for software and hardware, including mainframe, Marimba, Novell and Citrix
• Supported Group policy and other Active Directory security features, including RSA, VPN and Keyfob

Confidential, Richmond, VA

Project Securities Consultant

Responsibilities:

• Recommended best options for maximizing security, usability and success of all inherent features involved with Tablet PC project.
• Also implemented group policy and other active directory security features for tablets.
• Coordinated between multiple groups within corporate infrastructure to efficiently complete project.
• Compiled data and composed tablet PC documentation to be utilized by multiple support groups upon full deployment.

Confidential, Richmond, VA

Systems Administrator

Responsibilities:

• Provided Tier 2 level support for production-critical servers.
• Responsible for maintaining backup systems, tape rotation, offsite storage distribution and documentation in compliance with Sarbanes-Oxley requirements.
• Vital member of team that monitored, managed and maintained 6 data centers and their systems.
• Utilized reporting and root-cause analysis skills to improve troubleshooting methods.

Confidential, Richmond, VA

Distribution Support Analyst

Responsibilities:

• Performed distribution system data collection research to improve cost-saving methods between distribution centers and over 200 retail locations.
• Collected, analyzed and utilized data to execute new logistics and distribution procedures through database and spreadsheet creation.
• Provided support for company employees through phone troubleshooting/instruction, hardware repair/replacement, software installation/diagnostics and on site assistance.
• Performed duties equivalent to L1/L2 Help Desk as well as Tech1/Tech2 hardware and software support within multiple platforms.
• Also implemented projects such as department-wide PC rollouts, virus recovery, group system upgrades and offsite equipment installations.