PROFESSIONAL EXPERIENCE

Confidential

Adobe Experience Content Manager

Responsibilities:

• Worked with client’s digital team to support multiple business units working with AEM in a variety of different capacities including authoring copy, creating tags, vanity url, processed workflow inbox.
• Worked with business, design teams, and delivery teams on a regular basis to understand timelines.
• Published updates and coordinated delivery of activities using AEM Workflow and ServiceNow.
• Performed AEM author edit, used custom AEM implementation, which included working with images for the respective requirements.
• Worked with digital team to understand Web Content, Experience Governance, Google Analytics, SEO, Metadata, Page Properties, Approvals, and Component Style requirements.
• Knowledge of various AEM components like Tabs, Text Editor, Title, Teaser, and List etc.
• Authorized, removed and validated AEM security permissions.
• Applied security permissions to page/site by creating Security CUGS and CWS Groups in AEM.
• Troubleshoot security permissions authorizations.
• Experienced in working with multi - region, multi-lingual site link configuration and redirect management.
• Implemented page publication, deactivation, move, rename, remove, and restore.
• Worked with content translations and implemented regional versions of pages using Lionbridge Translation.
• Created User Story with Azure DevOps act as a mediator between DevOps Engineer, and client to understand the requirement needed on both sides.
• Assisted/tracked outstanding release bugs and release issues.
• Assisted with Site Retirement, removed Old Cookie Banners.
• Monitored salesforce issue, updated fav icons.
• Created, deactivated FEB Forms.

Confidential

Platform Technical and User Support

Responsibilities:

• Provided Help Desk Support for SpringBoard Digital using East1dicl Admin Tool, Clever, Classlink, Google Classroom, Revision Assistant, Salesforce, SpringBoard Support Module, and Quill.
• Resolved Tier 2 - Tier 3 issues: login, password reset, access termination, account anomalies, operations, implementation, and product management with Salesforce Support Tool.
• Escalated Tier 2 and 3 issues when necessary while maintaining responsibility for ensuring resolution on the originator's behalf.
• QA: Tested results across different operating systems and browsers.
• Prioritized cases and tracked progress by communicating with end user.
• Ensured accuracy of district data and managed data transmission between school information systems using Clever, ClassLink, SpringBoard Support Module and East1dicl Admin Tool.
• Configured internal systems to accept district data as part of a nightly sync.
• SaaS: Salesforce data update, template creation, managing products, order entry, and data extraction.

Confidential - Lawrenceville, GA

Desktop Support Analyst

Responsibilities:

• Resolved incidents with ServiceNow Ticketing System.
• Imaged lab inventory with Altirus Management Tool using Windows Deployment Image.
• Deployed 1,500 legacy pcs within the county.
• Recovered data, pst archive, browser favorite, printer, network drives to external/one drive.
• Organized surplus and audited outdated network devices.
• Installed and configured ElectioNet Client, Kofax, Mobilecom, NetMotion, and Proval bath file.
• QA: Confirmed asset transfer and data recovery.

Confidential - Atlanta, GA

Regional IT Support Specialist

Responsibilities:

• Imaged lab inventory with Ivanti Management Console.
• Responsible for configuration of VDI on unit.
• Initiated system upgrade by software push with LANDesk.
• Assisted with Digipass Hard Token for Pulse Secure connection.
• Utilized DIGIPASS-ES App and IdentiKey Authentication Server Web Administration Management Tool/NetID for Soft Token activation and connection issues.
• Resolved disk encryption with McAfee EPO Server Admin Tool.
• Assisted with Windows 10 Migration and Two Factor Authentication Project.
• Monitored site internet usage with Solarwind.
• Resolved incident tickets throughout country with ManageEngine Service Desk Plus.
• Resolved, documented, and escalated Service Now incidents for end user.
• Maintained hardware inventory via ALM/LANDesk Asset Management Tool.
• Provided voice, video, and web conference support.
• Conducted IT related new hire orientation.
• Utilized Lenovo Managed Technical Support Access to schedule warranty service calls.
• Performed basic server and network connectivity testing.
• Assisted customer with Mac OS upgrades and remote connection.
• Assisted with onsite move from San Francisco, CA to Berkley, CA.
• Utilized Bomgar to assist remote end user.
• Installed and configured Intune Enrollment for Android and SAS.
• SaaS: Amazon Workspace (AWS) install and configuration.
• Remote Tool: Bomgar

Confidential - Atlanta, GA

Systems Analyst

Responsibilities:

• Responsible for writing Standard Operating Procedures (SOP) with RACI Model.
• Initiated Onboard/Offboard using: ACL Analytics Exchange Client, Active Directory, Desktop Web Portal Application (DWPA), eDiscovery Export Launcher, Forefront Identity Manager (FIM) Gets/Remedy Self Service Portal, HVS Mitel Phone, and Mailstore Client
• Monitored/assigned Oracle Cloud tickets to appropriate support staff.
• Notified Dell vendor of hardware, software, manufacture defect on leased equipment.
• Utilized GETS/Remedy system for vendor ticketing request, and reporting Lost or Stolen pc.
• Utilized Capgemeni for asset and user management resolution.
• Provided Conference and Training Room support with Biamp Canvas Software.
• Utilized Asset Panda to monitor pc location.
• Developed training material and software install guides.
• Configured SSL VPN Pulse Secure and remote desktop connection.
• Provided mobile support for syncing Outlook, Office 365 to device.
• Utilized Replicon Customer Zone to report daily tasks and projects.
• Admin for: Adobe, Adobe Articulate 360, Asset Panda, Exchange Admin Center (EAC) GA Voicemail, Microsoft Bitlocker, and Sharepoint.
• ACL Analytics Exchange Client, Benthics, IVOS, Kofax, Oracle Client, SQL Developer, TCC.
• QA: Ensured asset transfer and data recovery.
• SaaS: Cloud based Microsoft Office 365 as end user backup.
• Remote Tool: TeamViewer

Confidential - Atlanta, GA

Technical Support Analyst

Responsibilities:

• 40 calls per day supporting Office 365 and Outlook Web Application: password reset, account access, client configuration, shared calendar access, mailbox/calendar permission, voicemail mailbox settings.
• Synced mobile devices with Microsoft Exchange.

Confidential - Atlanta, GA

Desktop Support Technician

Responsibilities:

• Utilized SCCM Task Sequence for Windows 7 image.
• Enabled bitlocker in BIOS for drive encryption and joined unit to domain.
• Configured VPN and DameWare remote desktop on end user pc.
• Installed and configured VOIP Cisco Jabber phone.
• QA: Ensured asset transfer and data recovery.

Confidential - Stockbridge, GA

Application Specialist

Responsibilities:

• Initiated Windows 7 image on lab inventory.
• Utilized Active Directory to create end user account, remove profiles, add/remove members.
• Provided break fix support for Laptops, Desktop, Thin Client Virtual Desktop.
• Prioritized support tickets with bigWebApps HelpDesk at four various school sites.
• Monitored media center lab, initiated CTB Testing with Lan School Software.
• Configured Eno board/pen with Active Inspire and Poly Vision Software.