SUMMARY:

• An IT Generalist with more than twenty years of experience in banking, telecommunications, and health insurance industries. Acknowledged strengths in documentation, data center operations, and technical, software, network, and hardware support.
• Adept at learning new skills and information and good people skills that enable me to adapt to new environments and develop professional and continuously improving relationships that are in line with company policies and goals. Expertise is diversified and includes the following:
• Project Coordination
• Customer ServiceDirecting Others
• Policy and Procedure Help Desk
• Data ProcessingProcess Development
• Policy and ProcedureDocumentation
• Performance EvaluationDisaster Recovery
• Systems Management Root Cause Analysis
• Desktop SupportApplication Support

PROFESSIONAL EXPERIENCE:

Confidential

Specialist/Systems Support Associate

Responsibilities:

• Installs and trains end users of Confidential Office devices
• Trained and supported Regions’ business customers on a new single sign - on platform by which they would begin to access legacy systems, i.e., Image Lockbox and iTreasury. This position required successful completion of Risk Management and information security in accordance with various banking laws. Manually tested and documented the results of various scenarios related the new single sign-on platform.

Confidential, Hoover, Alabama

Helpdesk/Desktop Support Technician

Responsibilities:

• Performed imaging, installation, and maintenance of desktop computers, laptops, and peripherals according to the established procedures of Confidential in a major migration from Windows XP to Windows 7.
• Performed “wipe” to remove data from retired desktop and laptop computers
• Created and maintained documentation for deployment and retirement of computers and peripherals.
• Performed data transfer from retired laptops and pc’s to newly deployed laptops and pc’s.

Confidential, Alabaster, Alabama

Tax Preparer

Responsibilities:

• Prepared federal and state tax returns for individuals and businesses.

Confidential, Birmingham, Alabama

Network/LAN Administrator level 2

Responsibilities:

• Provided technical support and systems management for user application functionality and maintained multiple server systems within a diverse environment including those which were used to maintain data for business continuity.
• Utilized various tools, programs (including Bomgar, Dameware, RDP Utilities, SMS, SCCM, SMARTS, Citrix Management Console, VmWare Virtual Center, Active Directory, DHCP, DNS and Remedy) to isolate, resolve, and document problems that were escalated to second-tier support.
• Supported remote laptops users who use Cisco and Citrix VPN tools
• Worked directly with Data Security to make sure the highest degrees of compliance to laws of confidentiality and access were followed so as to avoid the risk of security breaches.
• Assisted users in recovering loss emails, documents, etc.
• Provided desktop support utilizing Dameware and Citrix Management Console.
• Provided users support via instructions in the use of GroupWise email, numerous banking tools and applications

Confidential, Hoover, Alabama

Support/Helpdesk and Test Engineer (DES)

Responsibilities:

• Analyzed, supported, and troubleshot DSL service issues during application and technical field trials.
• Developed job aids and documentation for field trial support and .
• Worked closely with Operations, Product Management, and Installation and Maintenance Support in the successful trial deployment of DSL products & services.
• Manual testing, defect reporting and issue resolution

Confidential, Birmingham, Alabama

Helpdesk Technician

Responsibilities:

• Configured MS Outlook email boxes to Oracle Connector.
• Documented calls and emails in Pemco’s intranet tracking system.
• Provided desktop support utilizing VNC Viewer (remote access)
• Answered general questions regarding Microsoft 2000/XP/2003
• Wrote material for my successor voluntarily

Confidential, Hoover, Alabama

Corporate Helpdesk Technician

Responsibilities:

• Supported internal and external customers who used Compaq, Dell, Windows (9X, 2000, NT, XP) including resetting and synchronizing passwords and unlocking user accounts utilizing Netware 5.1, Active Directory, and Windows 2000 User Manager. Installed and configured printers, and Host-on-Demand (HOD) connections. Processed tickets and work orders for problem tracking, user accounts creation, security access to mainframe and network applications, GroupWise email, and telecom and audio visual equipment installation and setup.
• Troubleshot connectivity issues including LAN/WAN utilizing NetWare Administrator 5.1 and Windows 2000 User manager.
• Trained medical service providers in the installation and configuration of a HIPAA compliant Medicare insurance claims processing software (PC-ACE) provided by Blue Cross. Helped providers to configureand test dial-up networking for their personal computers for transmittal of their claims to Blue Cross’s file transfer processor (FTP).
• Provided desktop support utilizing Altiris remote access, Secure-Id token resynchronization utilizing Ace Server, Support EDI (electronic data interchange) for Medicare and FTP connectivity

Confidential, Hoover, Alabama

Team Leader/Technical Support

Responsibilities:

• Selected, trained, and supervised Customer Care Staff. Wrote methods and procedures for them.
• Developed ISO 9000 attainment strategy for my Customer Care staff and contributed to the compliance audit preparedness of my organization. Edited Disaster Recovery documents to assure formats, etc. were ISO 9000 compliant.
• Assisted in the implementation of Remedy for Change Management, Problem Tracking, and Inventory; served as a SME to assist and train support technicians on the new system.
• Served as a change management agent for the Birmingham and Atlanta Helpdesks to keep them apprised of scheduled hardware, software, etc. changes with potential end-user impact.

Confidential, Hoover, Alabama

Business Analyst/Technical Support

Responsibilities:

• Supported technicians who interfaced with end-users of computerized systems (e.g., SOCS, BOCRIS, WFA,TIRKS, LMOS), including call receipt, systems management, problem documentation, tracking, analyses, troubleshooting, and resolution for many of BellSouth’s applications and networks including those associated with provisioning, billing, installation and maintenance.
• Appointed to represent my tower on the company-wide BellSouth /EDS Automated Re-deployment Team to consolidate from 22 data centers to 6 data centers.
• Routinely prepared audit and process documentation for compliance audits.
• User Acceptance Testing for various upgrades and deployments.

Confidential, Jackson, Mississippi

Shift Manager/Technical Support - Data Center Operation 6

Responsibilities:

• Performed supervision and technical support for third shift operations of the Jackson, Mississippi BellSouth Regional Data Center. Responsibilities included monitoring and resolving problems with physical plant and facilities, as well as data security. Managed onsite vendors and point of contact for other support and vendor personnel.
• In addition to performing hundreds of back up and maintenance routines for midrange and mainframe computers, this data center was also a major print center for internal and external customers.
• Responsible for systems management (including acceptance testing) of the retirement, monitoring, upgrade, maintenance, and implementation of hardware, software, and networks in the Data Center.
• Wrote and edited existing Disaster Recovery/Business Continuity Plans which included prioritizing processes to achieve a smooth, highly organized and efficient restoration plan with special emphasis on highly critical systems.

Confidential, Jackson, Mississippi

Systems Analyst - Management Support Center 2

Responsibilities:

• Support of end-users of computerized systems, including systems management, call receipt, problem documentation, tracking, analyses, troubleshooting, and resolution for all BellSouth applications (including LMOS, TIRKS, PICS, EADAS, BOCRIS, BILLDATS, SOCS, MLT, etc.) and networks in Mississippi, Alabama, and Louisiana.
• Application subject matter expert and Systems Manager for several BellSouth networks and applications.
• Responsible for gathering and composing concise, informative, timely reports regarding computer, software, or network service degradation or interruption for distribution to middle and executive management.
• Customer Liaison for BellSouth’s Northwest Louisiana staff and end-users of computerized systems, including, but not limited to, implementation/upgrade of new applications and networks, and record creation and maintenance.
• Wrote Disaster Recovery and Quality Assurance documentation; helped to develop mock trials to test documented procedures
• Co-leader and documentalist for a cross-functional provisioning, installation, and maintenance team which monitored the status of and formulated plans for various automation and re-organization initiatives for BellSouth (now AT&T) in the state of Mississippi.
• Provides transportation for clients to various functions
• Prepares and serves food for celebrations, etc.
• Contacted various organizations to introduce, explain, and schedule “Employment First” presentations