Help Desk Technician Resume

PROFESSIONAL SUMMARY:

Information Technology (IT) Specialist with over 30 years experience and specific expertise in Corporate IT Security, Sarbanes-Oxley Compliance, Data Migration and User Support for large-scale Network Environments. Extensive experience with Windows XP/2000/98/98 and Mainframe Operating Systems. Applications supported include: MS Office Suite, Oracle, Lotus Notes, Active Directory, SharePoint and Remote Access. I am a dedicated and highly dependable individual who possesses the skills necessary to become a successful member of your organization.

EMPLOYMENT HISTORY:

Confidential,
Information Technology & Communications Division March 15, 2010 to Present

Help Desk Technician

Troubleshooting (via telephone) to internal and external customers, including the installation and configuration of software, password resets and first-line diagnosis/troubleshooting for computer hardware and software problems. Help Desk problem resolution assistance using the Remedy Action Request System and an Automated Call Distribution system.

Confidential, Census Bureau January 31, 2010 to March 13, 2010

Key from Image Operator

Integral member of the Decennial Response Integrated System (DRIS) which processes 180 million census forms and capture data received.
Confidentiality Security Clearance

Confidential,Baltimore, MD February 1974 to December 2008

Corporate IT Security Access Management Unit 2006 - 2008

Responsible for processing the authorization (creation) and deletion of network accounts with access to systems and applications within the company. As part of the process, accounts are configured against the platform to ensure the ability for timely user logon and disablement
Deployed security measures and technologies for the Card Access system - Honeywell Enterprise Buildings Integrator (EBI)
Sarbanes-Oxley (SOX) compliance: Worked closely with Compliance Management to assure SOX Control Activity evidence is posted on the Corporate Sharepoint site
Routine requests included creating network accounts, managing access, providing remote access and removing access as needed.

Corporate IT Security Compliance Management 2004 - 2006

Reviewed and approved all Exception requests
Provided premium user requests allowing clients additional access to their workstation
Serviced all Wireless (Cell Phone and Blackberry) requests
Managed all Sarbanes-Oxley application requests
Generated quarterly reports for application owners to show evidence of SOX control activities - Quarterly review with Access Management Unit to review SOX control evidence
Training - TSO ACF (Mainframe Security Package)

Confidential, 2003 - 2004

The configurations of these environments include a single operating system configuration (Microsoft only) to dual operating system configurations (both Microsoft & Novell). In addition to supporting the infrastructure configuration, this project required knowledge of a variety of desktop configurations. Lead the BGE User Data migrations.
Supported various additional migration efforts including the Calvert Cliff User Migrations, Fossil User Migrations, and BGE File Share migration efforts. The migrations tasks include various applications of technical abilities including Active Directory object creation, scripted process modifications, and permission applications to meet required deadlines.

BGE Senior IT Help Desk Representative 1996 - 2003
BGE Senior Computer Operator 1979 - 2003
BGE Senior Peripheral Operator 1976 - 1978
BGE Key Entry Operator 1974 - 1976

TECHNICAL SKILLS and TRAINING:

Active Directory:

Active Directory/Group Policy (granting users rights to certain application groups, file
Shares and distribution groups)
Creating/moving accounts within Active Directory
Adding/moving workstations and laptops
Creation of e-mail accounts and distribution lists

Software:

MS Windows XP/2000/98/95
MS Office 2003 Suite
Internet Explorer
Blackberry
Remote site connection via LAN, Add/Remove printers
Magic

IBM Mainframe:

Creating TSO and PROD1 (CIS) accounts
Assign user classes to the PROD1 accounts
Manage dataset access via TSO rules
Managing access on multiple applications including Lotus Notes, Oracle Financial
Applications, SharePoint, etc.

Additional Training:

Server Operating Systems, TCP/IP, Oracle, Remote Access & Secure Remote Desktop
Administration Connection

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