SUMMARY:

• 8 years of project management experience, end - to-end project lifecycle management
• 12 years training IT staff including: E-learning’s, preparing print materials, instruction manuals and designs, technical writing, flow charts, classroom materials, maintaining SharePoint sites, PowerPoint presentations and one on one trainings with employees.
• 15 years combined experience in: Macintosh OS X Yosemite 10.10.1, and PC’s, DOS, Windows 95/98/2000/ME/XP/NT/Vista/7/8/10 Enterprise.
• Utilized SCCM & LANDesk to push/pull software packages, Active Directory to administer users on an enterprise level, IVT Telnet Host with UNIX, AS400 Server, and RACF Mainframe.
• 17 years combined experience in Microsoft Office Professional 2003/2007/2010/2013/365 (Word, Excel, Access, Teams, Visio, Project, and PowerPoint& SharePoint).
• VOIP software support experience with Interaction Intelligence, Cisco IP Phones & PBX telephony.
• 15 years technical experience working for 4 Fortune 500 companies and Confidential ( Confidential security clearance) successfully completed multiple technical projects on time within budget and ensured best practices throughout the Project Management Life Cycle (PMLC) and Agile Software Development Lifecycle (SDLC) via ITIL, PCI audits, Management audits, KPI’s & IoT best practices.
• Successfully completed network, hardware & software security projects for: PCI Compliance audits, Information Security Attestations, MSB’s, CIPv5 NERC CIP Compliance audit, McAfee Endpoint Encryption, intrusion detection and prevention systems (IDPS) via STIG findings with IAVA (Information Assurance Vulnerability Attacks) patches and deploying RSA tokens on a VPN (Virtual Private Network).
• Created, tested and deployed bugs, patches and fixes to servers and applications working as a liaison between server administrators, quality assurance, release management, developers and information assurance officers to stay in compliance via cat findings and DMZ whitelist. Presented and authored incident reports documenting reported findings to senior level executives via meetings, PowerPoint Presentations and SharePoint documents. Provided backup recovery and emergency response plans for COOP situational awareness. Assisted with the implementation of the three major security tactics: cover, concealment and compartmentalization on enterprise servers.
• Information Technology Support Analyst for multiple software applications, network administration (TCP/IP and DHCP/PPPoE routing, VPN/LAN/WAN Enterprise Networking, Vendor escalations) and system administration (create and modifying users in AD and mainframe, remote management of software installs and troubleshooting).

PROFESSIONAL EXPERIENCE:

Senior Technical Writer

Confidential - Los Angeles, CA

Responsibilities:

• Own the network standards publication lifecycle: collaborate with engineers, program managers, vendors and SME’s to gather technical specifications and determine subject material to be developed for publication throughout Confidential and for Confidential ’s to 3rd party vendors.
• Manage projects for technical writing configuration standards, design guides, technical bulletins development and workflow approvals.
• Produce documentation according to set formatting ISO compliance standards regarding clarity, conciseness, style, and terminology.
• Maintain cloud based online repository of records, files, documents revisions and review/approval process via SharePoint workflow tool.
• Produce and present a weekly status dashboard of documents to senior level leaders.
• Review published materials and recommend revisions or changes in scope, format and content.
• Provide training on network standards process with all enterprise technology departments within Confidential to become familiar with product technologies and production network.
• Continuously improve the workflow process, developing the tool through collaboration with SharePoint developers and process owners of the hardware standards lifecycle.

IT Project Manager

Confidential - Santa Monica, CA

Responsibilities:

• Manage tech startup IT initiatives: System Administration & Network Administration projects for Confidential Corporate Users reporting to The CTO.
• Proactively support updates of critical network and hardware security on multiple Wife 802.11 networks including WAP (Wireless Access Points), routers, switches, Mac filtering, File vault Encryption, Jira, Time machine backups &MFE (Multi Factor Authentication) on Virtual Machines, Windows, Unix, Linux, Mac Book Pro’s & mobile devices.

IT Project Manager

Confidential - Columbus, OH

Responsibilities:

• Project Manager and Application Administrator for The Customer Interaction Client (CIC) Voice over IP (VOIP) application issues and project management initiatives for Confidential .
• Manage projects, update and resolve CIC Subject Matter Expert (SME)Team remedy requests to ensure contract deliverables are met, reporting to Deputy Division Chief of Confidential Global Support Center.
• Proactively deploy and author reports to senior level executives on STIG findings, CAT findings, IAVA’s & patches to ensure Confidential Directive 8570.1 compliance on VOIP VOE servers. Maintain and deploy COOP policy and procedures for servers and telephony.

Technical Support Specialist Lead

Confidential - Columbus, OH

Responsibilities:

• Provide mission essential help desk support in a 24/7 shift and services as the point of contact for troubleshooting problems: Network Circuits down/degraded, VOIP/VOSIP, Authorized Service Interruptions, whitelist scheduling activities and GOOD enterprise email support and security for mobile devise including: iPhones, iPod’s and Droid devices.
• Provide shift team lead management input for the development, SOP’s, direction on reporting of performance measurement. Prepare reports and CDRL inputs as required. Provide input of the development of day-to-day operations and participate in the refinement of the emergency operations procedures. Provide BMC Remedy trouble ticket processing and status, trouble ticket escalation, documentation control, fault isolation and service order processing.
• Provide functional guidance, supervision, technical support, training, Commercial Vendor NOC COOP support, and quality assurance/quality control when necessary. Provide strong customer service skills and troubleshoot a wide variety of telecommunications networking issues and escalate as required.

IT Training Designer

Confidential - Columbus, OH

Responsibilities:

• Interactive training designer at Confidential Solution Center, created interactive Flash tutorials and games for the trainers of the department to use to train the IT specialists that assist Chase bankers. Developed an intermediate knowledge of Action Script 2.0 and a beginner knowledge of Action Script 3.
• Provided support for Chase banker’s issues with Teller and Platform workstations, printers, servers, scanners, PIN pads, validators, cash counters, and cash dispensers and other peripheral devices. Provided software support with Customer Assist, Teller Express, Sales Express, Lotus Notes, FSD, E-Coupon, Forms Online, Deposit Hold Requests, and Safe Deposit Box Due Diligence.

Tier 2 Technical Support

Confidential - Columbus, OH

Responsibilities:

• Provided top level technical assistance to Sales Rep’s, clients, and tier 1 technical support offices. Work in team environment multi-tasking: daily production meetings, conference calls, project management, creating training documentation and manuals, monitoring emails, presentations, and using a VPN rotating 24/7 on call pager. Liaison with quality assurance, programmers, and networking departments for; security patches, program bugs, client request, new releases, and outages.

Technical Support

Confidential, Columbus, OH

Responsibilities:

• Customer service tech support for Confidential customers.
• Troubleshoot, updated, and resolved customers route problems, sync issues, software installation, email, and web space issues using Jira ticketing. Tracked and assisted up to 90 Customer Service Representatives service levels, call times, and technical help questions using Director Switch.