Technician Support

THERESA MCDONALD

**** ********* *****, **********, ** 18976

215-***-**** (H) . 484-***-****(C) .**************@*******.***

http://www.linkedin.com/pub/theresa-mcdonald/14/830/a83

INFORMATION TECHNOLOGY PROFESSIONAL

Experience providing expert level support for many proprietary and off the

shelf software applications. Provided network and application

administration and troubleshooting on multiple platforms within the

enterprise.

PROFESSIONAL EXPERIENCE

PENN MUTUAL LIFE INSURANCE, Horsham PA

(2003 - 2010)

Senior Account Management Analyst / IT Support / Network Analyst

(2005 - 2010)

. Technical Lead for security administration services across the Penn

Mutual family of companies, including user access maintenance, process and

procedure development, compliance adherence, and high-level technical

trouble-shooting in multiple platforms. Partnered with Internal Audit and

Information Security to identify and address internal or external audit

concerns and establish best compliance practices for data security.

. Performed security administration and investigation across multiple

platforms including Active Directory, Postini Sybase Central, CA ACF2

running on z/OS 9 mainframe, Microsoft Dynamics GP, LexisNexus Accurint,

various Web Applications and legacy systems throughout the enterprise.

. Actively participated in various audits, with the yearly IT General

Controls audit being a major focus for the Executive Team. 2008 findings

were less than 2 percent for Account Management, a significant improvement

over the 2005 audit results.

. Provided support to business partners during the project phase of

application development to establish and maintain the proper level of

controls for applications. Participated in projects and process

improvement initiatives as a Subject Matter Expert relating to information

security.

Desktop Support Technician (2003 -

2005)

. Provided support for Windows XP and Novell clients in a Windows 2003 and

Novell 3.12 networking environment for over 500 users in the home office,

field offices as well as independent Insurance Agents. Troubleshot

application and network related issues. Application installation and

support include Microsoft Office 2003 Suite of Products, Wireless email

support and proprietary Insurance industry applications.

. Provided support for Helpdesk Customer Satisfaction Survey using Visual

Basic 6.0, Oracle 9 and Crystal Reports.

. Purchased over $1M of computer hardware and software for the enterprise

with various vendors. Participated in establishing hardware standards,

pricing and support agreements. Supported application used for Purchase

Orders as well as implemented enhancements as requested to provide greater

accuracy in Corporate General Ledger.

IBM AT AGERE SYSTEMS, Allentown PA

(2000 - 2002)

Desktop Support Technician

. Installed and configured Windows 2000 Professional, Windows NT

Workstation 4.0, and Windows clients for the network connectivity with

TCP/IP protocol.

. Troubleshot and worked with networking group to resolve connectivity and

dialup issues.

. Performed application installation and supported Microsoft Office,

Microsoft Outlook, Microsoft Project, Oracle 8i, Lotus Notes, Lotus Smart

Suite, McAfee Virus Scan, and Norton Antivirus.

ALPHA CONSULTING AT LUCENT TECHNOLOGIES, Allentown PA

(1995 - 2000)

Desktop Support Technician / Helpdesk Technician

. Help Desk: First level technical support for the UNIX and Microsoft

Office and Windows operating systems. Responsibilities include answering

incoming phone calls and email to address problems and process requests

for services with Remedy Helpdesk software.

. Desktop Support: Installed and configured Windows 95, Windows 98 and

Windows NT Workstation 4.0 clients for the network connectivity with

TCP/IP protocol. Troubleshot and worked with networking group to resolve

connectivity and dialup issues. Application installation and support

include Microsoft Office 2000, Microsoft Outlook 2000, Microsoft Project

2000, Oracle 8i, and McAfee Virus Scan.

MICROAGE OF WHITEHALL, Whitehall PA, (1994

-1995)

CNE / Network Administrator

. Installed and configured Novell 3.X and 4X servers and clients with

IPX/SPX and TCP/IP Protocols. Troubleshot network and workstation

connectivity issues. Installation and support for most Microsoft, Novell

and third party products.

EDUCATION / PROFESSIONAL DEVELOPMENT

Bachelor of Arts, GPA 3.3/4.0 - Dean's List - 1 Semester, Cedar Crest

College, Allentown, PA

Computer Operations / Business Programming and Web Development, The Chubb

Institute, Parsippany, NJ

Additional Training in Microsoft Access 2000, CA ACF2 Training and

Microsoft SQL Server; HTML, Java

Certifications: MCP Windows 2000 Server, MCP Windows 2000 Professional,

Novell CNE, Novell CNA

VOLUNTEER

Maintained the content of www.svbucks.org website using Macromedia

Dreamweaver MX 6.0 and HTML. Updated weekly events and posted notifications

for this volunteer singles group in Bucks County, PA, for years 2005 - 2008

Contact this candidate