TECHNICAL SKILLS:

• Windows XP Professional
• Setup - troubleshoot
• Windows 2000 Professional
• Setup-config-roll out migrations
• Active Directory
• Password Resets - Unlock Accts - Account creations
• Windows NT 4.0
• Admin-troubleshoot
• Windows 95 / 3.11
• Troubleshoot
• Novell NetWare
• Password Resets - Unlock Accts Account Creation
• Desktop/Helpdesk Analyst
• Troubleshoot-LAN/WAN Connectivity VPN, Printers
• Microsoft Outlook 2000/XP /Lotus Notes 8.2/GroupWise 6 /7 Domino Server
• Troubleshoot email accounts Account Creation
• Peregrine
• Create trouble tickets
• Microsoft Exchange
• Create distribution groups, calendars, troubleshoot

PROFESSIONAL EXPERIENCE:

Confidential

IT Security Admin

• Create, modify, and delete end-user and system accounts for applications and operating platforms via Active Roles
• Administration of user accounts in Active Directory (Accounts, User group adds, Enable/disable Accounts, Set Account expirations)
• Administer security and access across multiple computing platforms.
• Creating new user accounts within Lotus Notes.
• Deleting users within Lotus Notes
• Migrating and performing moves within Notes and AD migration tool
• Activating user licenses within office 365
• Granting users access to shared drives
• Granting users access to shared folders
• Troubleshooting network drive access problems
• Create, modify, and delete user accounts for active directory, ACE (VPN)
• Create AS/400 account
• Creating resource rooms using Office 365 Admin tool
• Granting access to proprietary application via Control SA
• Unix administration

Confidential

Tier II Analyst (Microsoft Exchange)/User Security Admin

• Tier 2 troubleshooting with Microsoft Outlook, functionality, calendar, permissions, access, and PST issues
• Create, modify, and delete public folders, and distribution list via NetIQ, EMC (Exchange Management Console 2007),and Active Directory
• Granting users permissions to public folders and distribution list via EMC
• Granting users permission to remote access via Active Sync
• Retrieving emails via Exchange Forefront
• BES activation
• Assist with BES server migration of over 500 users
• Assist with Right Fax issuing number and locating missing documents
• Create, modify, and delete user accounts for active directory, ACE (VPN), citrix, NetIQ
• Granting users permissions to the network, and network drives
• Administer security and access across multiple computing platforms and proprietary applications
• Granting/revoking access to active sync via powershell

Confidential

Data Security Analyst and User Provisioning

• Create, modify, and delete end-user and system accounts for applications and operating platforms via Active Roles
• Administration of user accounts in Active Directory (Accounts, User group adds, Enable/disable Accounts, Set Account expirations)
• Administer security and access across multiple computing platforms.
• Ensure proper authorization is received/issued/created for all access changes
• Troubleshoot access issues including review of current access setups and working with end users, developers, and infrastructure staff to identify and correct issues.
• Working with remote connection clients i.e. terminal server, Citrix, Remote Desktop
• Lotus Notes account administration and creation on domino server.
• Granting users Thin Client access via KIX Script
• Remedy ticketing system used

Confidential

IT Analyst

• Application support for external web facing websites and applications
• Analyze business and functional requirements to improve quality of opened tickets, change control implementations, incident management investigation and resolution.
• Management of users across Intel, UNIX, etc applications.
• Administration of data backup servers, data storage devices, and Disaster
• Recovery planning
• Effectively respond to enterprise alerts from all platforms by following documented procedures that instruct troubleshooting, resolution or escalation steps.
• Request the reboot of servers
• Review system logs to determine cause of job failures
• Request the stopping and starting of server services
• Login to server using Windows terminal services and monitor/Restart jobs that have failed if necessary
• Analyze services to determine if they are running properly or if they are causing any system-related problem

Confidential

Help Desk/Deskside Technician

• First level and second level support for approximately 5,000 clients.
• Work with Networking to solve various wireless issues
• Work with Microsoft Outlook and the compatibility with Blackberry’s
• Add and delete user and computer accounts from Active Directory
• Password reset for Active Directory, and proprietary applications
• Identifies, researches, and resolves technical problems that are within skill set.
• Functionally escalates to appropriate IT Divisional resource for problem resolution.
• Assumes ownership of all Trouble Calls entered, and follows up with assigned IT resources as well as client until TC is resolved.
• Maintains, analyzes, troubleshoots, and repairs computer systems, hardware and computer peripherals
• Documents, maintains, upgrades or replaces hardware and software systems.
• Monitors IBM Mainframe bound applications for Clinical and Financial.
• Monitors and operates HP VMS Open Systems, IBM UNIX Systems for batch and real time processing backups, scheduled tasks, adherence to schedules (run-sheets).
• Utilize remote desktop and VNC for a multitude of tasks
• Create and reset account on BES server
• Troubleshoot calls for EPIC, and other medical applications for users
• Epic account reactivation, and password resets

Confidential

MIS Technician

• Supported information technology system activities by setting up, troubleshooting and repairing specific hardware and software products.
• Performed field upgrades and provided user support onsite and remotely via Logmein, and Remote Desktop, and VNC.
• Assisted in monitoring and maintaining LAN services.
• Supported Citrix, GroupWise, Novell, Barracuda Firewall, Guinevere, Kaspersky and Windows XP applications.
• Provided troubleshooting and configuration for PDA devices.
• Performed Daily System Backups.
• Was responsible for account creation in Novell and GroupWise.

Confidential

Help Desk Analyst Consultant

• Provided troubleshooting for VPN via RSA keyfob security remote tool.
• Enabled RSA accounts.
• Performed Helpdesk support duties as required.
• Generated and responded to trouble tickets, accurately documented actions taken, duration of activity, chronology of events, and closed tickets upon meeting customer expectations via the troubleshooting ticketing system Confidential Helpdesk ticketing system.
• Utilized Microsoft’s Remote Desktop and Remote Assistance for accessing end user’s PC’s for fixes.
• Installed printers and other apps via remote assistance.
• Assisted with MS Outlook and Office 2003 troubleshooting.

Confidential

Help Desk Analyst Consultant

• Duties included troubleshooting VPN via RSA keyfob security remote tool, enabling RSA accounts, and creating UUNET (Verizon) accounts for remote users.
• Performed Helpdesk support duties via phone support.
• Generated and responded to trouble tickets using Vantive.
• Utilized Microsoft’s remote tool and PC Anywhere for accessing end user’s PC’s for fixes.

Confidential

Help Desk Analyst/Desktop Consultant

• Administered the Active Directory, created and managed User Accounts, Group Accounts and Computer Accounts, Active Directory Account Replication and Managed Active Directory Domains.
• Configured and enabled RAS for remote users.
• Set up Active Directory Security for OU’s and Domain Security.
• Modified Group policies as needed, applied Group Policies to Organizational Units within the Active Directory Forest.
• Published Shared Folders, backed up the Active Directory and restored Active Directory.
• Enforced Password History Policy and Account Lockout Policy.
• Generated and responded to trouble tickets.
• Performed periodic user level maintenance on desktop and laptop computers, printers, and network components; maintain hardware and software inventories.
• Monitored system and reported outages and potential problems to the appropriate desktop technicians, administrators, engineers, and manager.
• Created user accounts, e-mail accounts, troubleshoot printer; troubleshooting on the phone system and desktop units.
• Provided software support for Office XP and Lotus Notes 6.
• Used SMS, PC Anywhere, and Net Meeting to troubleshoot users on the LAN.
• Provided support for VPN (iPass, and Nortel Connectivity) through the RSA Keyfob Security.

Confidential

Help Desk/Systems Analyst Consultant

• Walked users through a series of steps to determine problem and classify level, priority and nature of problem.
• Opened, tracked and closed trouble tickets.
• Supported WinNT/2000/XP and MS Office XP.
• Provided end-user technical support for both standard and custom applications.
• Setup, maintained and troubleshoot computers, printers and network devices.
• Tracked incoming helpdesk calls in call tracking system.
• Provided after hours phone support for helpdesk requests.
• Tracked assets within the organization.
• Supported remote office (including possible travel) IT needs.
• Performed minor HTML maintenance on company websites.
• Setup and configured printer devices and workstations using Ghost.
• Managed the Altiris Deployment Console.

Confidential

Help Desk /Desktop Analyst

• Provided technical support for various desktop hardware, software support and Network Operating Systems.
• Additional responsibilities included determining operational deficiencies and implementing corrective actions.
• Responsible for logging calls received for technical assistance or request.
• Set up user accounts using VMS and User Manager, and Active Directory.
• Helped configure PC’s from IP to DHCP.
• Migrated systems from Windows NT to Windows 2000.