Stanley S. Dunn

**** ******** ****** ** #*****

Pearland, TX 77584

214-***-****

acfm8l@r.postjobfree.com

EDUCATION: 11/03 - 12/04 - American InterContinental University -

Bachelor of Information Technology; 08/95 - 05/98 -

Southern University A&M - Bachelor of Science; 06/95 -

08/95 - Xavier University - Soar 2 Phase 2 Engineering

Program

TECHNOLOGY: Remedy Ticketing System, Seibel Ticketing System, DOS,

Pascal, C+, Macros, Windows 95 - 2000, XP, Excel, MSWord,

Microsoft Outlook, Outlook Express, FrontPage, Lotus 123

Corel Suite and HTML. SSO, RSA soft/hard token, Citrix

Presentation Server 3.0 & 4.0, MetaFrame Presentation

Server XPs, a, and e, Access Gateway, MetaFrame 1.8, Nfuse,Tivoli,

Nfuse Elite, Web Interface, Auto-CAD. 3-4 multi-line phone

system. Lotus Notes, Sametime, Novell, Service Ware, Sun

Java, Adobe, Blackberry Enterprise Server. Crystal Reports.

Active directory. HIPPS/SUMMIT. Peregrine Ticketing System,

SDE Ticketing System, SQL Server Management Console, SQL

Quiries, UNIX, MAINFRAME, RDP server admin, RAdmin server

admin.

EXPERIENCE:

06/13 - Present Wipro Technologies, LLC, (Honeywell

Aerospace) Tempe, AZ

Lead Systems Engineer, ( UAM - User Access Management)

Working on a team of 14 + User Access Management (UAM)

agents in a multiple operating system platforms such as

UNIX, Windows, and Mainframe, providing secondary support

to the User Access Manager creations and deletions, profile

management, and role based access operations.

Monitored service request via BMC Remedy Service Management

received through the Helpdesk to initiate, capture, record,

manage user identities, and their related access

permissions in automated fashions for 130,00 + global users

for Honeywell Technologies.

Setup, maintained, and terminated system access in multiple

security architectures and with in secure applications to

avoid security breaches.

Resolved 30 + access issue tickets of more complicated

client issues promptly and in a proficient manner and with

high customer service standards with a 3 day SLA in place.

Worked with division users and acted as a liason between

data owners and development teams to understand use's

workflow; providing employee access to business critical

information and share points.

Generated 25 + access issue tickets generated from Tivoli

Identity Management (ITIM) Request for Information (RFI)

tool system.

Compliance to International Traffic and Arms Regulations.

. Day to day UAM operations

o ID/Group creation

o ID/Group deletion

o Profile management

o Role based Access operations

. Periodic reports generation

. Compliance to ITAR regulations

. Optimizing UAM operations and improving productivity

. Working in a team

. Working in the area of various:

o OS platforms such as Unix, Windows, Mainframe

o Applications both legacy and COTS

. Adherence to SLA's

. Manage Overall ticket closure targets of the team by

providing necessary technical support.

. Own the responsibility for technical quality and

ensure all documents are reviewed internally before

submission to Customer.

. At least 1 value-add in 2 months period in the

responsible area.

. Technical support to the team to ensure100% SLA

adherence.

. Work with track lead to submit all KPI and OPI

reports before 5th of every month

. Work with track lead to submit all track operational

reports by 5th of every month.

. Provide data for WSR on time to the track lead.

. Actively participate in the customer calls to

influence the decision and should defend the work of

an engineer. Be the escalation point for all

Technical issues of the track.

. Pro-Actively identified risks before time and comes

with mitigation plan.

. Be responsive to Serv 1 and Serv 2 incidents round

the clock.

. Zero SLA Breach for severity 1 incidents.

. Monitor and Control the age of tickets and make sure

that SLA targets are not missed.

. Own the RCAs for all Serv 1 or Serv 2 incidents and

submit the RCA within 5 days of the incident.

. 100% of the assigned tasks (calls / tickets/ Service

request) to be completed within SLA time defined by

customer

. Effectively understanding the technical scope of the

assigned work.

. Ability to provide a good technical solutions to the

end user / customer for any problem or business

requirement

. Display pro-active approach and contribute to

initiatives to deliver value beyond customer

expectations

. 100% SLA adherence on all the tickets (Resolution and

Response).

. Ticket Audit Score of more than 95%.

06/12 - 12/12 Bayview Asset Management, LLC, Tamarac, FL

Client Service Analyst

Setting up EXTERNAL Law Firms, Banks, Title Firms,

Insurance, Settlements, Foreclosure, Property Valuations

and Insurance companies across the US with RSA connectivity

to Bayview's Imaging System (Paper Vision). Supporting

these EXTERNAL customers with issues connecting or

accessing files in our systems. Deleting accounts after 90

days of inactivity. Re-Provisioning RSA and Papervision

accounts. Track and receive service and provisioning

requests using BMC Service Desk Express workflow management

system (helpdesk workflow system). Our team is responsible

for the ongoing operations of the systems listed below,

including configuration, platforms and software languages

JAVA Support schedule metric change requests and changes in

schedule of deliverables. Administration, maintenance,

system enhancements, testing and troubleshooting,

documentation and reporting, training. Client services team

manages tools that support various functions within client

services. In order to successfully support many of these

tools, we are required to understand terminology and the

underlying business processes that these applications

support - e.g., security and ITIL processes. Providing

application support for Papervision users within the

entity. Creating and providing account administration and

security administration to users. Provided security within

the accounts created and giving certain privileges to users

belonging to certain groups. Also assisted in the ghosting

of new systems to be deployed (desktop/laptop) and

configuration and deployment. Keep inventory of the

equipment. Tape replacements for the server room.

. Develop, implement, execute and maintain procedures

to ensure the security, reliability, and

accessibility of the key management environments for

PKI encryption keys.

. Manage encryption keys throughout their life cycle,

covering key request, generation, distribution,

usage, revocation, and renewal

. Coordinate and execute assessments and testing to

evaluate compliance with company and industry

standards; this would inclyde developing test plans,

reviewing documentation,coordinating the testing

activities, reviewing test results, and ensuring that

the test results are properly documented.

. Assuring the companies PKI environment is current and

up to date with industry standards as well as

complying with the companies policies.

. Supported Microsoft.Net environment using Microsoft

Polaris and Entrust certificates

. Functioned as RA\CA

. Tested various products for the functionality Qualys,

Cyber Ark, PMI, Credant Media encryption

. Managed RSA Secure ID certificates

10/11 - 01/12 Research In Motion, Irving, Tx

CNOC Analyst

Monitored and analyzed mission critical systems utilizing

different system and application monitoring tools.

Performed routine checks and Level 1 triage, escalation

of any critical alerts. Created and updated departmental

documentation, policies and procedures. During the triage

stage of the process we prepared the incidents and sent to

the senior NOC technicians for further review in a crisis

if servers were down.

Information from server logs are gathered and documented

where the error

occurred. Designed policies, procedures and computer

programs which enhanced and managed critical business

operations. Also assisted in the creation and preventive

maintenance of computer systems. Provided 24x7 response to

system outages during "on-call" periods and helped resolve

simple and complex servers issues.

. Resolved issues through service level agreements

(SLA) and operational level agreements (OLA).

. Performed user support functions and supplemented

project work during appointed shifts.

. Supported the data center management to ensure the

continuous operation tape backup management.

. Systems administration/server support experience.

. Used a triage support system and determine the

severity and priority of the tickets within the

queue, using SQL script to pull more important

tickets to the forefront.

. Basic System Administration of MS Office.

. Set-up and support of Outlook. Microsoft Office tools

and administration

. Active Directory

. Experience setting up permissions

. Ticketing System experience (Remedy) for tracking of

tickets

. Strong communication skills

. BES Server experience

. NOC experience

. MS Exchange

. Reading server logs:

. SQL Queries

. BAS administration

. BIS administration

. Activation of Blackberry devices

. Server monitoring of the network for alerts and

creating tickets and escalations to Senior Cnoc

Analyst

01/11 - 07/11 Computer Science Corporation, Coppell, Tx

Helpdesk Analyst / SRM Analyst

Duties include troubleshooting network connectivity and IP

configurations. Configured internet explorer configurations

and

protocols. Provided password support to over 400 software

applications remote desktop support, and utilizing Active

Directory.

Microsoft office exchange server email configuration, setup

support

SRM Analyst Duties: CRT (Centralized Relief Team

Create reports for the Negative Survey Responses. Create

reports

for Incidents, Task, and workorders with in the IIS

Departmental

Helpdesk Contact managers /Team leads to determine what

and

how to resolve the issues that led to the client being

unsatisfied

and also contact the client. After carefully analyzing

both sides

create a report for each incident and make a record of

findings.

Provide feedback around why and how to determine how

different

BU's avoids negative reports. Formulate, Track, and get

feedback on orders. Daily CRT validation files and relief

files

submitted for SLA relief. Sole CRT tech that assisted on a

bridge

conference call daily with CCOPs mgmt, CSC BU Mgmt, where I

would provide assistance in with marking incidents and

Remedy

task for SLA relief, daily conference calls and daily

SameTime

Chats; where Techs/Mgrs would ping to review tickets and

determine if they qualified for relief based on SLA

contact,

CRT evaluates incident or task from Coordinators. Updated

incident/task. Scheduled in the future - If incidents or

tasks are

identified on the bridge as being scheduled past the SLA

date, update as defined in Step 2 Updated incident/task.

CRT

evaluates and submits SLA Relief form for End User

Services,

review End User Services tasks and complete columns review

each

incident andr those that qualify for SLA Relief I had to

fill out the

SLA Relief Multiple Request Form. Review End User Services

and

for those that qualify for SLA Relief. Fill out the SLA

Relief Multiple

Request Form and submit

01/09- 12/1 Primerica Financial Services, Dallas, TX

Financial Advisor

Sold financial products to clients as a independent

rep/business owner. Created financial

portfolios and the sales of Life Insurance policies, FNA's

(Financial Needs Analysis).

Attend many trainings and conventions and seminars about

helping clients. Give

presentations to clients and conduct meeting with clients

to determine which products

they're going to need. After acquiring my state insurance

license and awards for top

recruiter in my first month with the company.

04/09 - 05/09 MD Anderson Cancer Center, Houston, Tx

Support Service Analyst, Information Security, (Contract)

Managed mainframe accounts throughout the company. Verified

if accounts were still

active, checking last login, verify user by different

criteria. Suspended, created and

updated spreadsheet to show new information from findings.

Used PeopleSoft a query

tool to find and check Identifying factors. Used Citrix

and Active Directory to verify

accounts to see if users were still active in the system.

Account setups & maintenance

using Active Directory (Active Role Console). Created,

deleted, and suspended accounts

using QWS mainframe. Using various command lines to

recreate ACIDs and suspend

them. Uses Excel spreadsheet to document and update the new

information gathered.

11/08- 01/09 Thomson Reuters, Carrollton, Tx

Technical Support Analyst, RIA

Provided software support to customers. Install Active X

controls, .dll files.

Creating tickets using Seibel Ticketing System, password

reset and account setups,

Help customers with downloading new software with Network

installations

Troubleshoot client issues to verity that software received

wasn't damage upon receipt.

Assisted client with installation of the software and

promptly addressing, documenting,

and resolving in a timely and professional manner

consistent with the highest customer

service and professional/technical standards. Help desk

password resets and account

setups using Active Directory. Enter new support tickets

and provide status updates

to existing tickets. Help customers with downloading new

software, also help them to

maintain license inventory. Troubleshooting and running

various checks on customer

systems. Resetting passwords for applications that are

supported software downloads

from the servers. Incident follow up calls using Excel

Spreadsheets for documenting

notes and tracking purposes for incidents created and

safekeeping of application

passwords.

05/08- 10/08 Halliburton Energy Solutions, Houston, TX

Helpdesk Support Analyst, ESG IT Service Center - Americas

Worked with Halliburton's Global IT Support. Provided

system support to support to

over 400 software applications to in-house Halliburton

employees and clients. This

includes Citrix operations support, Novel domain and tree

administration, and basic

network administration. SAP installation and

troubleshooting the console with

customers, printing issues from the SAP application.

Troubleshooting network

connectivity and IP configurations. Configured Internet

Explorer configurations and

protocols. Assisted with remote connectivity and

configurations to company's intranet

and over wireless/wired network connections. (Netmeeting

and Remote Assistance

softwares) Provided password support to over 400 software

applications remote desktop

support, and utilizing Active Directory. Microsoft office

exchange server email

configuration, setup support. Trouble shooting of crystal

reports if the system had any

errors, while also taking request for various reports by

upper management. Promptly

addressed, documented, and resolved in a timely and

professional manner consistent with

the highest customer service and professional/technical

standards. Help desk password

resets and acct. setups using Active Directory Enter new

support tickets and provide

status updates to existing tickets.

Reset user's ID's, LAN ID's, WAN ID's, and troubleshoot

the network.

Troubleshooting in SAP, VPN connections, WAN and LAN

connections, Microsoft

Outlook: Workstation configurations, and supporting various

issues. Helped customers

with downloading new software, also help them to maintain

license inventory.

Troubleshooting and running various checks on customer

systems. Resetting passwords

for applications that are supported. Creating tickets

using Perigrine Ticketing System,

password reset and account setups. Help customers with

downloading new software by

remote connection,password resets for Active Directory, and

provided status updates on

incidents for customers whom tickets were with different

resolving groups. Software

downloads from the servers. Incident follow up calls using

Excel Spreadsheets for

documenting notes and tracking purposes for incidents

created and safekeeping of

application passwords.

05/07- 03/08 JP Morgan Chase, Houston, TX

Helpdesk Support Technician, Global Technology &

Infrastructure Division

Provided system support to support to over 400 software

applications to in-house JPMC

clients. These duties include remote desktop support. Lotus

notes email configuration,

setup and database support. Mainframe, UNIX, Citrix

operations support, Novel domain

and tree administration, and basic network administration

for JP Morgan Chase

Global Operations. Assisted with remote connectivity and

configurations to

company's intranet via www.myataw.com and over

wireless/wired network connections.

Trouble shooting network connectivity and IP

configurations. Configured Internet

Explorer configurations and protocols. Provide password

support to over 400 software

applications. Promptly addressing, documenting, and

resolving in a timely and

professional manner consistent with the highest customer

service and

professional/technical standards. Help desk, SecureID

Tokens; password resets and acct.

setups, Lotus Notes Team: Workstation configurations and

supporting various issues that

clients encountered in Lotus Notes. Help customers with

downloading new software, also

help them to maintain license inventory Troubleshooting and

running various checks on

customer systems. Resetting passwords for over 6,000

applications that are supported

Creating tickets using Perigrine Ticketing System, password

reset and account setups.

Help customers with downloading new software by remote

connection. (LANDesk Tool)

Novell account unlocks, password resets for Active

Directory, provided status updates on

incidents for customers whom tickets were with different

resolving groups. Used MS

Windows and Excel Spreadsheets for documenting notes and

tracking purposes for

incidents created and safekeeping of application passwords.

05/05- 02/07 Citrix Systems, Inc. Ft. Lauderdale, FL

Licensing Agent, Customer Care

Help desk, assisting customer's with licensing issues.

SAP as a query / search tool and to find receipts and

billing documents.

Renew customer licensing and fulfillments. Help customers

with downloading new

software, also help them to maintain license inventory.

Troubleshooting and ran

various checks on customer systems. Provide detailed

information on training, assistance with website

navigation. Used Crystal Reports to run reports for

various managers in different depts. and sent the reports

via email through the system to the requesting manager.

03/04- 05/04 The Answer Group, (TAG), Ft. Lauderdale, FL

Technical Support Engineer

Troubleshot client's computer issue's to determine what

service to offer. Assisted and

scheduled clients with Geek Squad services. Assisted field

agents with scheduling and

getting messages to other employee's throughout the company

nationwide

EDUCATION:

11/03 - Present American InterContinental University, Weston, FL

Bachelor of Information Technology

08/95 - 05/98 Southern University A&M, Baton Rouge, LA

Bachelor of Science

6/95 - 8/95 Xavier University, New Orleans, LA

Soar 2 Phase 2 Engineering Program

HONORS/ACTIVITIES:

2009 - present Insurance License : State of Texas

1995 - 1998 DPMA National Computer Science Society

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