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