Linda Pruitt acumd5@r.postjobfree.com 972-***-****

OBJECTIVE: Systems Support Analyst, Mobile Device Mangement

SOFTWARE SKILLS

DSM Explorer LogMeIn RSA Authentication Win 7/8/10 Mobil 6.5

MS Office Remedy ITSM AVPN Client McAfee

SharePoint Exchange/Outlook Service Now Bomgar

SAP Apple iOS 9.3 MS Lync SOTI MobiControl

PROFESSIONAL EXPERIENCE

DFW International Airport, Analyst II, DFW Airport, Texas, 1/2015 – Present

Acted as liaison between customers and departments within the organization to ensure that all on-line, software, network, and hardware related problems are processed in an accurate and timely manner.

Received problem calls, walk ups, and emails from board users and contractors concerning issues with software, hardware, network, printers, phones desk/mobile, tablets and resolved problems to user satisfaction.

Logged/Monitored all problem calls, and calls that could not be resolved immediately escalated to appropriate groups with follow up and resolution.

Created/Deleted user network and email accounts using Active Directory and Exchange server 2010.

Supported Windows, Android and IPhone mobile devices.

Assisted with new testing of software, hardware, applications before go live.

Mentored new hires with training and support.

HCL America, Service Desk Analyst – CONTRACT, Frisco. Texas, 10/2014 – 1/2015

Provided LAN/WAN support via telephone, email and remote to end users.

Performed fixes at the desktop level including installing and upgrading software, installing hardware, implementing file backups and configuring systems and applications.

Supported Windows, Android and IPhone mobile devices.

Created and maintained user/groups accounts for the domain in Active Directory. (add, delete and unlock user accts)

Assisted with various projects as needed.

Escalated problems to the appropriately experienced staff through final resolution.

Accessed software updates, drivers, knowledge base and frequently asked questions utilizing internet resources where applicable.

Tracked all issues in Service Now for reporting to management.

ABBOTT DIAGNOSTICS, System Support Analyst – CONTRACT, Irving, Texas, 3/2010 – 3/2014

Reviewed, analyzed, and modified Pathfinder application, including configuration, testing, debugging, installing and support of application.

Provided Pathfinder technical support to 260 + Field Service Reps by performing a combination of debugging problem duplication and testing to analyze, identify and resolve highly corrupted technical issues on windows 6.5 mobile devices and IPads.

Recommended problem resolution plans by utilizing Agile methodology, furnishing proper system configuration and recommending appropriate tools for problem resolution with minimal to no impact to business units.

Gathered and defined business requirements to successful completion, including the discovery, analysis and documentation of business requirements, process flows, use cases, and performance metrics.

Interfaced in a multi team environment with Business analyst, Developers, and Project Managers to understand the application, development activities and enhancement requests according to ITIL Best practices.

Coordinated all of the daily quality control activities for tracking in ITSM Remedy.

Generated and replaced corrupted databases files for each FSR as needed in SQL.

Added/Removed user accounts in Siebel.

Monitored via SOTI MobiControl activity for battery levels, RAM and problems with devices

Unlocked and reset accounts, passwords via active directory.

Configured and managed all tablets, and Windows mobile 6.5 devices on GSM/UMTS/CDMA network for testing, deployment, shipping, receiving and overnight FedEx delivery.

Tested and analyzed system configuration against requirement documents in multi-tiered architectures (Test, Validation, Production).

Entered all change requests for mobile devices, and tablets in Global Mobility Services for Corporate approval.

Flashed windows 6.5 mobile devices, and tablets back to factory reset using multi-mode for use with all cell providers.

Deleted duplicate Pathfinder tables, records, orders and transfers in SQL.

Supported trainers with application and documentation according to class schedules.

Performed laptop support for hardware, TCP/IP and LAN/WAN issues.

Migrated email addresses from Lotus Notes to MS Exchange server.

Assisted FSR’s with Outlook calendars, schedules and granted permissions to email distribution lists.

Troubleshoot mail routing between domains, organizations and mobile devices.

DR PEPPER, SAP System Analyst – CONTRACT, Plano, Texas, 11/2009 – 12/2009

Analyzed and tested SAP fix before go live.

Installed SAP patch for 600+ users via Net Meeting and in person.

Answered all inquiries from users on functionality and changes with SAP upgrade.

Manipulated various SQL queries to show overall progress of SAP project for Project Manager.

Completed project 30 days ahead of schedule without interruption.

MCAFEE, Database Analyst – CONTRACT, Plano, Texas, 3/2009 – 9/2009

Researched in Siebel, territory issues from sales reps for allocation of bookings and commissions.

Presented all compiled data to management for approval before changes could be made.

Uploaded all manual changes for sales reps in SQL database for commissioned quarter approvals.

Created Excel spreadsheets, and manipulated pivot tables or vlookups from extracted database information to verify missing territories not assigned to sales reps.

Created new sales positions and termed former sales positions in Siebel.

Granted territory permissions in Siebel to sales reps.

Logged all changes in database for quarterly commission reporting.

Worked trouble tickets queued in INFRA system with 100% resolution.

DR. PEPPER, Escalation Analyst Manager – CONTRACT, Plano, Texas, 5/2007 – 2/2009

Managed team of six to assure tickets were being processed an assigned correctly.

Provided Tier III support via telephone, email and in person to internal customers on software and hardware related issues.

Monitored Windows servers and performed updates support and patch fixes.

Escalated all outstanding IT issues to appropriate groups with follow up and resolution.

Processed all System Access Database Request via Remedy and Peregrine.

Configured Blackberry PDA’s on BES.

Created/deleted Lotus Notes id’s for users, and supported of various database apps.

Created/deleted Outlook accounts and monitored Exchange clusters and servers.

Created/deleted Active Directory accounts and clustering reset passwords and unlocked accounts.

Created VPN accounts using RSA token access.

Granted access to email distribution lists.

Prepared weekly status report using excel pivot tables to provide Management with Outstanding, Accepted, Resolved and Closed tickets.

Documented, and communicated solutions concerning IT-Quality issues in general as well as to meet SOX and Internal Audit requirements for company.

Utilized SQL to compile weekly account disable report for terminated employees and monitored problematic exception accounts.

Performed escalated desktop support when required to all executives.

EDUCATION & TRAINING

TEXAS WOMAN’S UNIVERSITY

BBA, Major in Accounting, Minor in Management.

TECHNOLOGY EDUCATION CENTER

Certification: A+

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