IT/Master degree Professional
Resume:
KENRICK P. RAPHAEL, JR.
**************@*****.***
*** ********** ******, *****, ** 33325
EDUCATION
NOVA SOUTHEASTERN UNIVERSITY, Fort Lauderdale, FL August 2013
Master of Science in Management information System
Major: Management Information Systems
KAPLAN UNIVERSITY April 2013
Cisco Networks Post Baccalaureate Certificate
FLORIDA INTERNATIONAL UNIVERSITY, Miami, FL August 2004
Bachelor of Business Administration
Major: Management Information Systems
EMPLOYMENT
Kaplan University, Fort Lauderdale, FL
JAN 2013- Present Technical/Desktop Support Analyst
. Responsible for Account Management and Administration on Microsoft
Windows Platform
. Responsible for the Escalation/Implementation inbox in Remedy
. Responsible for Inventory and keeping track of companies supplies
. Responsible for ensuring Routers/Switches are setup properly and
configured right in new office setup
. Configure VPN, Firewalls and have knowledge of Network Protocols
. Monitor system activities to help protect on-line company data
. Utilize NetIQ administration and management tools
. Function as second-level support for the Customer Care Center
. Responsible for new office implementations
. Respond to and resolve problem reports utilizing the Remedy Ticketing
Software
. Provide support for 600+ remote Branch offices
. Create and Configure BlackBerry Server for Enterprise use
. Troubleshoot user account issues
. Developed test cases/Usability testing for new software implemented
. Analyze systems to improve performance
. Install software and hardware on PC's
. Install, configure, and support Network printers, local and remote
. Re-image computers
. Use SQL scripting to help with the System Analyst team to create,
edit, view, run, and delete scripted files
. Knowledge in Window server 2000/2003/2008 Active Directory
. Troubleshoot desktop and laptop computers
. Work with other departments to resolve software and account issues
Kaplan University, Fort Lauderdale, FL
Dec 2011- Jan 2013 Financial Aid Officer/ Student Finance
Coordinator
. Communicated with current and prospective students to guide them
through the financial aid process.
. Assisted in creating student payment plans for their duration at the
university, entering awards and plans into a computer system, student
financial aid orientation and graduation packaging.
. Responsible for communicating with students who have questions or need
to discuss a payment plan, correctly entering information in a
university's computer system, being knowledgeable about financial aid
options, accurately processing award packages and having a meeting
with all graduating students that are awarded grants, scholarship and
loans.
. Reached out to newly enrolled and continuing students, as needed, to
perform simple verification for selected students, if needed.
. Reviewed and completed standard work requirements received from
student-facing contacts and internal department that are received
through Ticketing System and Manual Batching system
. Assisted students with all Financial Aid issues based on the
organizations along with Federal policies and procedures.
. Served as a specialized payment processor of Direct Loans and other
funding types.
. Provided responsive customer service relation with both external and
internal customers of Kaplan University
. Served as a Kaplan University representative while on phone call,
attending to student issues
. Created customized financial aid plan, manual award letters for
undergraduates, graduates, and military student
. Student accounts : reviewed and collect cash payments owed from student
tuition
Assist Student with military benefits VA, TA, FAFSA, MPN, verification
documents, and Manual award letter via phone or virtual.
. Extensive knowledge of all military benefits CH 30,31,33,35 Veterans,
Active duty, Spouse and Dependent's benefits.
. Knowledgeable in the use of CPS, COD, NSLDS
. Knowledge of packaging Federal Title IV funds, privet student loan and
non-title founds.
. Knowledge of the Leave of Absence procedure as well as creating Payment
plans for past due and current student.
. Created and implemented On the Job Training for Chatters New to virtual
chat team.
. Assume Team Lead Role when needed for Team and Department.
Affiliated Computer Services, Fort Lauderdale, FL March 2007 - July
2010
Information Security Analyst-Account Administration/Technical Support
Second level/Implementation Lead
. Responsible for Account Management and Administration on Microsoft
Windows Platform
. Responsible for the Escalation/Implementation inbox in Remedy
. Responsible for Inventory and keeping track of companies supplies
. Responsible for ensuring Routers/Switches are setup properly and
configured right in new office setup
. Configure VPN, Firewalls and have knowledge of Network Protocols
. Monitor system activities to help protect on-line company data
. Utilize NetIQ administration and management tools
. Function as second-level support for the Customer Care Center
. Responsible for new office implementations
. Respond to and resolve problem reports utilizing the Remedy Ticketing
Software
. Provide support for 600+ remote Branch offices
. Create and Configure BlackBerry Server for Enterprise use
. Troubleshoot user account issues
. Developed test cases/Usability testing for new software implemented
. Analyze systems to improve performance
. Install software and hardware on PC's
. Install, configure, and support Network printers, local and remote
. Re-image computers
. Use SQL scripting to help with the System Analyst team to create,
edit, view, run, and delete scripted files
. Knowledge in Window server 2000/2003/2008 Active Directory
. Troubleshoot desktop and laptop computers
. Work with other departments to resolve software and account issues
. Assisted the Telecom Group with the implementation of Voice over IP
for the corporate office, consisting of 50 devices
. Implement, configure, troubleshoot Windows 7
. Nominee for the PARTNERSHIP Annual award
. ACS HUSTLE PARTNERSHIP Annual Award 2009
. Train and coach 16 employees in Manila, Philippines
COMPUTER SKILLS
SAP R/3, SQL scripting, Oracle Database, Visual Basic, PCAnywhere,
NetMeeting, Unix, PeopleSoft Administration, HTML, BlackBerry server,
Dreamweaver, Microsoft XP, Microsoft Office Suite, Visio, Photoshop,
Remedy, Active Directory, Citrix, IBM Rational, NSLDS, COD, CPS, Cisco
Administration, Hyperion Administration, Sales force Administration and
Network Administration.
RELATED COURSES
CGS 3300 Intro to Info Systems COM 3110 Bus & Prof
Communication
ISM 4151 Systems Management ISM 4210 Data Base Application
ISM 3153 Enterprise Info Systems (SAP) ISM 4220 Bus Data
Communication
ISM 4113 Systems Analysis & Systems ISM 4054 Intro to Web Mgmt.
IT 273 Network Concept IT 278 Network
Administration
IT 283 Network with TCP/IP IT 388: Routing and Switching 1
IT 471 Routing and Switching 2 MMIS 0671 Decision Support
Systems
MMIS 0660 Systems Analysis and Design MMIS 0610 Survey of
Computer Languages
MMIS 0653 Telecom & Comp Ntwkg MMIS 0654 Elec Com on the Internet
MMIS 0630 Database Systems MMIS 0683 Fundamental of Security
Tech
MMIS 0642 Data Warehousing MMIS 0640 System Test & Evaluation
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