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Management Support

Location:
Dallas, TX
Posted:
January 26, 2016

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Resume:

Susan Griffin

**** ********** **. ******, ** ****3 Ph#: 469-***-****

Email: acs9sn@r.postjobfree.com

Hard working and technically talented. It is my developed customer service sensibilities, which set me apart. Having excelled in every technical role given my desire is to be of service, offering knowledge and tenor. When combined with enthusiasm, a formal technical and business education, and desire, I offer you the real thing; self-runner with multi-tasking and organizational strengths. Experience cannot be taught, but has taught me attitude is the key.

Professional Experience

Brillio (Collabara)@Capital One, Plano, TX June 2015-Present

Access Management Systems Support: Participate in part of the Desktop Services Group responding to in-house web ticket management system; specializing in Application Access Management.

Windows 7/ Citrix Environment

Heavy Active Directory

Application support includes Windows, Windows Server, Main Frame, Citrix; Production, Sales, Development, HR, and Technology

Assign level of Access/Roles to Programmers

Meeting SLA.

Gap: Spent 6+ months caring for elderly family member, worked part time for Salvation and Dallas Zoo

Callison Architecture Dallas, TX April 2013-Jan 2014

Help Desk Analyst: Dallas office deskside troubleshooting and support including:

> 300 End users

Windows incremental XP to 7 migration

Imaged new-hire Desktops/Laptops and upgrades

Inventory deployment

Software pushes via Active Directory, Landesk

Heavy support of AutoCad products/Liscensing

Troubleshoot network, wireless, shared, and local/wireless/shared printer issues

Server updates; Network Imaging (Ghost)

Replaced 10 ceiling mounted WAPs (wireless access points) software/schematic config

Support of Iphones/Ipads

<Gap>: Took on project w/ Dr. Pepper that ended after 6 weeks. Project shelved.

oMoved away for a couple of years to be near family.

LSG SkyChefs Irving, TX Mar 2009-Dec 2009

Master Database Analyst: ERP conversion of two databases, SAP/SQL/Oracle

Implementation and testing

Team Lead-Audit/Quality Management

Create master data for Lufthansa database

Four weeks intense training preceded data analysis/roll-out

Business Control Solutions on site @Texas Instruments Plano/Dallas, TX Nov 2006-Jan 2009

Help Desk Analyst/Deskside Analyst of the Year 2007; Knowledge Base Contributor Award; Nominee Help Desk Institute Analyst of the Year

Piloted/QA Live Web Chat Support

XP/Vista international support

Routing/escalation, Remedy

Backup to Team Lead and Email SME

Outlook 2003/2007; Exchange Server 2007

Wireless, VPN, LAN/WAN Network support

User account management, password changes; kerberos authentication and group policies; LDAP

MS Office 2003 & 2007, Adobe, Collaboration Tools

NetMeeting, WebEx,& TLM (Connected Data Protector)

Network/shared printer support, all print queue access

Blackberry/Treo

Remote Tools: SMS/SCCM, WebEx, NetMeeting, Citrix-Remote2Desktop, Remote Desktop, Remote Admin

Terminal & Main Frame support; LTerms, TiComm, / TN3270)

SharePoint 2007

Unix/Linux incident language for escalation

Promoted to Deskside Support Analyst (TI) 2nd & 3rd level support

Desktop, laptop, and printer software support

Key imaging (Ghost)

Heavy laptop virus removal

Hardware diagnostics and warranty status

Infostrategies on site @American Red Cross Dallas, TX June 2006-Nov 2006

Deskside Support/Consultant

Windows 2k, XP, MS Office 2003, XP; Server 2003

RMS, CRM, POS, SIEBEL Raiser’s/Financial Edge; MS SQL, Citrix

Outlook 2000, 2003, Exchange 2003; Active Directory

Printer hardware/software support

Implemented Blackberry Ent. Server, accounts and troubleshooting

VOIP Account Mgmnt

D.R. Horton Homebuilder Rowlett, TX Nov 2004-June2006

IT Lead-Division IT Support: Support to division corporate office & field support to 40+ subdivision offices

Procurement & deployment all laptops & desktops (Dell Small Form Factor)

Multi-velocity & network printers support/management (AD); Inventory Management

Installed remote print servers for wireless printing

TCP/IP; Ethernet; Active Directory account management

AS400 account management

Lotus Notes Employee database

Completed roll-out replacing 80 small form factors with laptops

Dell PC Lease Expiration Migration; Sarbanes-Oxley compliance developing high interest in Securities and Ethical Hacking Methodologies

Server 2003 administration

Troubleshoot Windows XP environment; DHCP, DNS, Cisco Routers/switches

Facilitate satellite offices; broadband set-up; VPN; PIX Routers Unix configuration via Citrix web portal

Support/training Blackberry

Implemented Track-It for Incident Management

Citizens Bank Kilgore, TX April 2004-Nov 2004

Deskside Support (Computer Operator) Operating and monitoring IBM RS/6000, AIX, and associated peripheral

Image server admin

Windows 2K/XP, network, software, hardware, and printer support for seven branches

Provide PowerPoint end-user training

Zenworks; GroupWise Administrator

Digital Certificate Installation

Interface ACH (data entry)

Daily backups making off site tape drop

Point-of-contact for on-line internet banking rollout

Completed 40-hr training on windows banking software in Sioux Falls, SD

Axis Technologies, Plano, TX Aug 2003-Dec 2003

I.T. Sales Support: Client communications; quotes on hardware, software, and services

SAN/NAS Solutions

Maintained contractor form requirements and time

RFP’s (Request for Proposal) preparation

Technical sourcing for clients such as Lockheed Martin and Northrop Grumman

In-house network (desktops/printers) configurations; Windows XP, 2000, Exchange

Upgrade to Windows Server 2003 and MS Office 2003

Vendor of Solid works (CAD) Software

Robotic server back-ups using (Sync Sort) managed through email alerts

KPMG Dallas, TX Aug 1997-April 2002 Deskside Support Analyst: Started in Inventory & Deployment; promoted to 2nd level support 1000+ user environment

Remedy maintaining SLA in the 90%

Outlook/Exchange migration from CC Mail

Windows 95 to Windows 2000 migration converting 1000+

Exchange & Novell Admin Back Up Operator (Arc Serve)

Windows 98, 2000, XP platforms; Ethernet intranet/internet

Java, TCP/IP, SMS, remote access, VPN, Ghost

Hand-held PDAs; printer setups, JetAdmin (Novell queue management)

Hardware (Toshiba, IBM, and Compaq), proprietary software

PeopleSoft Financials/HRMS, Business Objects, Pivotal and MAC Exchange installs

SQL/Oracle

Proxima set-up (Video Conference)

SMS

New hire training; Authored end-user procedures

Maintenance of Novell user accounts

NT4.0- Server 2000 Server Environment

Education

LeTourneau University – BBA in Progress (1 semester remaining)

Southern Methodist University School of Engineering & Applied Sciences

Microsoft Certified Professional

Certified Novell Administration

40 hr Comp USA A+ courseware Certificate.

Additional Accomplishments:

Built MOM Server w/SQL installation as Independent Contractor

Type 84wpm (selected for District Typing Championship); 10-key abilities

Implemented BES (Blackberry Enterprise Server) as Contractor

Honorary Member HDI (Help Desk Institute)

Published Author

Non-profit contributions: Habitat for Humanity, Love of the Lake (Whiterock), Salvation Army

Heavy training & knowledge of DISC personality-type concepts

Held positions as Legal and Administrative Assistant, Residential Leasing Agent, and Event Planner prior to technical field. Use of POS systems; mobile phone sales for a major wireless provider.

Technical Talents

Active Directory

oPassword Reset, Account/Device Setup & Management.

Adobe

Ads, moves, changes

oRestacking

Android

AS400

AutoCAD License Mgmnt

Backup Operator (ArcServe)

BES

Business Objects

CDMA, GSM

Cisco Routers/Switches/PIX (Novice Unix)

Citrix Neighborhood

Citrix-Remote2Desktop

Citrix Web Portal

Cloud Architecture; Office 365/Storage

Database Management

Data Entry & Analysis

Development (SAP/SQL/Oracle)

DHCP

DNS

Digital Certificates

DOS Commands

Exchange Server 2007

oOutlook v2007-13/Internet Mail/POP/IMAP

Firewalls

Ghost

oImaging

Network, key, local media

Hardware Support

oDiagnostics/Break Fix

Handheld Mobile Devices

oIphone/Ipad, Windows 8.1, Android

HTML/Java

Internet/Intranet

JetAdmin

LanDesk

Laptops, Desktops (Toshiba, IBM, Delll)

License management

Lotus Notes (Database)

MAC Exchange

McAfee

Metrics

Migrations & Rollouts

Microsoft Office v2002-13

NetMeeting

Network LAN/WAN/SAN/NAS

Network Protocols

Norton

Novell 4.x

oGroupWise, Zenworks

Office 2000-2013, 365

Outlook 2000-2013

Palm Treo

PC Anywhere

Peoplesoft HR/Financials

Pivotal

POS (light)

Printers (Network, local, shared)

Inventory & Deployment

Proxima Video Conference Setup

Remedy

Remote Admin

Remote Desktop

RMS, CRM, POS, SIEBEL Raiser’s/Financial Edge

Routing & Dispatch

Routers/Routing

SLA

SMS/SCCM

Software Support

Spyware, Malware, Virus Removal

TCP/IP Ethernet

Technical Writing

Terminal & Main Frame support; LTerms, TiComm,/TN3270)

TLM (Connected Data Protector)

Topologies

Track-It

Training

Trend Micro

Troubleshooting

VPN (Cisco, F5)

WAP Hardware

Wireless networking/protocols/Broadband

VOIP

VPN

Windows Server Admin 2003, 2012

Web Browser Support

WebEx

Windows XP 7 & 8



Contact this candidate