SUMMARY

Technical Skills
HP Blades via Thin Clients, Virtual Desktops, Active Directory, OCS, PointSec\\Checkpoint, VMWare, Visual Source Safe (VSS), Single Sign On, Meditech Applications, Citrix, HP Service Manager, Remedy Ticketing System, RSA Remote Access, Symantec Ghost Applications, Microsoft Office Suite, BlackBerry/PDA, Symantec Norton Systems Security, Application Integration, Adobe Photoshop, HTML, Advanced Hardware Installation, IBM/HP/DELL/LEXMARK desktops/laptops/printers, DameWare Remote Services, PC Anywhere, and Windows 2000/XP/Vista.

Professional Experience
Confidential,Taylorsville, UT
I.T. – Team Lead, System Access Management (SAM) Sept. 10 – Present

• Primary point of contact for SAM and Help Desk teams in Utah location.
• Assist in the Interviewing process of new analysts.
• Responsible for overseeing daily job functions of the SAM and Service Desk teams.
• Responsible for the organization and training of new analysts.
• Contact for escalated end-user system access and account issues.
• Establish, improve and maintain level of service required by the business.
• Responsible for creating and maintaining Monthly and Weekly work schedules for the

Service Desk.

• Continuing daily SAM functions.
• Assist in End of Year Employee Reviews.
• Assist Head of End-User Support in building and structuring Service Desk staff and workflow.
• Responsible for collaborating with the Service Delivery Project Manager to train staff, document, report issues, and seamlessly transition the Service Desk\\SAM teams to HP Service Manager.

Confidential,Stamford, CT
I.T. - System Access Management (SAM) May 10 – Sept. 10

• 2nd – 3rd Level escalation contact for User account issues.
• Creation/deletion/management of User accounts throughout various applications and systems.
• Administration of account permissions and roles.
• Administration of Single Sign On profiles and tokens.
• Creation and management of File Security Groups within Active Directory.
• Responsible for the addition of User profiles to required Unix groups.
• Maintenance of Visual Source Safe Users and Database Files.

Confidential,Stamford, CT
I.T. - Help Desk Analyst July 08 – May 10

• Responsible for training and over-seeing new support analysts.
• Responsible for interviewing candidates for available analyst positions.
• Responsible for organizing Monthly Service Desk Work schedules.
• Provide support for PC, HP Blade servers/thin clients, Virtual Desktop Machines.
• Initial point of contact for 1st – 2nd level support for internal users internationally.
• Created and distributed work order tickets via the Remedy ticketing system.
• Manage Oracle Financials (Oracle Apps 11i) user accounts.
• Responsible for ordering/purchasing RSA Tokens and Authentication items.
• Managing/issuing RSA SecureID user accounts (BlackBerry “Soft Tokens” and Key Fob “Hard Tokens”).
• Managing Application Packages (MSI) via AD (User/Machine based app. groups).
• Responsible for organizing and prioritizing user support requests via telephone and e-mail.
• Responsible for following up, chasing, and escalating user requests.
• Maintained user account resets in Active Directory and various applications, including Oracle E-business.
• Responsible for editing Java Environments and Unix Groups (addition and removal of applications and users).
• First line of contact for Bloomberg and Reuters support issues.
• Identify, trouble-shoot and resolve Windows O.S. (2000, XP) issues.

Confidential,Bronx, NY
IT Support Feb 09 – Oct 09

• Provided on-site and telephone support to numerous individuals and organizations, including, but not limited to, First Steps Daycare, Money Talks Entertainment Group, and Little Feet First Daycare.
• Support, install and trouble-shoot M.S. Office Suite.
• Provide installation, configuration and maintenance for wireless networks and Windows O.S. (2000, XP, Vista).

Confidential,Bronxville, NY
I.T. Technician March 05 – Jan. 08

• Maintained local Data Center equipment
• Monitored and managed all Helpdesk tickets and change request in Remedy for the client
• Responsible for maintaining user accounts via Active Directory.
• Maintained approximately 400-700 workstation (including off-site locations).
• Created and maintained repair records for mobile devices.
• Actively prepared all computer based peripherals for Administrative meetings/conferences.
• Worked independently on all hardware installations, repair, and maintenance for the client
• Trained new associates in hospital systems, programs and problem solving methods.
• Implemented and maintained 3M Health Information Systems
• Installed and successfully tested Ivan\'s Communication/ AT&T software for Patient Billing.
• As member of the Meditech implementation team assisted in the installation of Bedside Verification Module, primarily worked on configuring new scanners, printer configurations and UWS image updates.
• Provided Citrix support for all outreach locations including the installation of Citrix Server Presentation Clients, printer configuration, and training.
• Responsible for creating tier 3 entries for all devices in the Meditech UNV Module.
• Assisted at Identifying, analyzing and reporting Meditech issues. Also implemented and tested fixes provided by Vendor
• Worked at installing and configuring Standard Registry.
• Maintain telecom patch closet bydocumenting,patching/activating (via CAT5 cabling), and organizing network drop locations.
• EmBoot/PXE creation and implementation for use in imaging desktops and laptops within the I.T./M.I.S. department.
• Provided overall desktop monitoring for security and Virus protection utilizing Symantec Norton Corporate Edition.
• Member of the Meditech Phase II "Go-Live" Support Team providing 24/7 support for the first 2 nights.
• Provided remote support to off-site doctor\'s offices
• Created and tested UWS Imaging utilizing Symantec Ghost Application.
• Installation and maintenance of IBM, HP, Dell, Lexmark desktops/laptops/printers.
• Desktop monitoring, spy-ware prevention, and Symantec Norton Corporate Anti-virus protection updating and implementation.

Education
Major: Computer Art
Major: Computer Science Minor: Computer Art