Manager Project
Resume:
Susan Hendrix
Email: *********@********.***
Address: *** ***** **
City: Saginaw
State: TX
Zip: 76179
Country: USA
Phone: 682-***-****
Skill Level: Management
Salary Range: 85
Primary Skills/Experience:
See Resume
Educational Background:
See Resume
Job History / Details:
Susan D. Hendrix
808 Amber Dr,
Saginaw, TX 76179
*********@********.***
OBJECTIVE
I am a results oriented individual seeking a challenging career that will utilize my skills in IT Management, Project Management and Security Management experience. I am a strong leader and self-starter that works equally well as an individual or as part of a team.
EMPLOYMENT EXPERIENCE
Mar 2012 - Aug 2012 7-11 Inc
IT Manager
. Plan, execute, and finalize hardware deployment projects according to
quality, schedule and budget objectives
. Coordinate stringent schedule for national hardware deployment
. Create/maintain project plan
. Liaison with business, internal and 3rd party IT personnel to define
the project's objectives and scope and oversee quality control
throughout its life cycle
. Communicate status and concerns appropriately.
. Ensure proper status reporting throughout the life of the project
Provide status reports with deployment issues, action items, and target
areas
. Monitor the management of project related issues & risks and engage for
resolution as needed.
. Oversee the translation of business needs into system requirements
. Oversee solution development from partners and 3rd party vendors
. Handle escalations outside office hours and resolve with a sense of
urgency
Jan 2012 - Mar 2012 Saxon -Contract
Sr. Security Analyst
. Coordinated with internal and external customers to roll out new systems or system changes. Including timelines, business requirements, and corporate communications of changes
. Administered the provisioning of over 140 applications both internal
and 3rd party.
. Managed risk by performing audit and compliance reviews for both internal and
external audits; such as SOX controls and Biannual Application Entitlement
Reviews
. Provided reporting and performed updates for Bi-Annual Entitlements Reviews. Application and Departmental Reviews consist of business and application owners reviewing user entitlements to validate access is at correct level for staff job functions.
. Managed Monthly Reporting for all applications to monitor for inactivity and
account duplications.
. Managed ticket delegation and work load within the team to ensure work balance
as well as SLAs were met.
. Managed all on/off boarding of both FTE and Non FTE within the company.
Nov 2011 - Jan 2012 XTO Energy -Contract
Sr. Security Analyst
. Worked as part of a team of 12 that maintained daily security access requests
for large workforce.
. Monitored and maintained security in over 280 applications.
. Administered field-level access in an AS/400 environment
. Granted and revoked access down to the object level in Oracle and SQL Server
. Managed application access by using security groups in Active Directory
. Continually handled break fix via departmental hotline and Foot print ticket
queue.
. Created/termed Network Accounts in Active Directory
. Created and maintained mailboxes, distribution lists, and security groups in MS
Outlook
. Created mail accounts/maintained database access in Lotus Notes
Sept 2007 - Nov 2011 Saxon Mortgage
IT Manager
Account Security Provisioning & Service Desk
Managed 9 Account Administration Analysts(2 offshore and 7 internal)
Worked with Team Leads and Senior Analysts regarding Training
Issues and Team building incentives
Coordinated with internal and external customers to roll out new systems or system changes. Including timelines, business requirements, and corporate communications of changes
Managed the provisioning of over 140 applications both internal
and 3rd party.
Managed risk by performing audit and compliance reviews for both internal and
external audits; such as SOX controls and Biannual Application Entitlement
Reviews
Provided reporting and performed updates for Bi-Annual Entitlements Reviews. Application and Departmental Reviews consist of business and application owners reviewing user entitlements to validate access is at correct level for staff job functions.
Managed Monthly Reporting for all applications to monitor for inactivity and
account duplications.
Managed ticket delegation and work load within the team to ensure work balance
as well as SLAs were met.
Delegated escalations as required by the business
Liaison between IT and business for all new application roll outs to ensure all
IT security requirements are met before go live for the application.
Managed the maintenance of documentation to ensure all aspects of application
administration are current and up to date.
Managed risk to the organization by validating all applications met the strong
password criteria.
Managed risk to the organization by implementing a standard unique identifier
within all applications to ensure the proper access was being modified, granted
or removed
Managed all on/off boarding of both FTE and Non FTE within the company.
Assisted with development of the Application Access Tool which ensured an
accurate system of record on all users` applications.
Managed 4 Service Desk analysts, supporting a 9,000 user base of
Internal/external Saxon Employees/Investors
Involved in all phases of employment, including: interviewing,
technical verification, scheduling, reference checks, disciplinary action, and termination
Produced reports for the following
Individual and group Call Statistics using Centre Vu Supervisor as well as Real Time Web application for QC
Weekly individual technical monitoring which includes
Monthly reporting on First call resolution to ensure proper routing of tickets as well as monitor SLAs
Monthly overview with analyst on call statistics, performance, and coached on
areas of improvement
Maintained Documentation for current troubleshooting resolutions.
Feb 2005 - Sept 2007 Career Connections @ BNSF Railroad Ft Worth, TX
IT Requests Project Coordinator/Manager
. Manage team of 7 analysts processing BNSF employee requests for:
o Hardware, Software, and System replacements
. Manage, report, and maintain current SLA`s set forth by BNSF Management
. Liaison between BNSF Management, SLS, Project Managers, and Software
Engineers on projected IT hardware/software needs for BNSF employees
. Payroll reporting
. Handle customer escalations
Feb 2003 - Feb 2005 InitiaTek @ BNSF Railroad Ft Worth, TX
Project Coordinator
. Acquire budgetary approvals for departmental upgrades
. Acquire departmental/individual hardware and software needs
. Liaison for Build Team, Second Level Support, End User
. Coordinate departmental computer installs to minimize service lapse
. Weekly status meetings:
o Review of Departmental Cost Analysis
o Weekly Issues List & install scheduling conflicts
o Software/Hardware special needs or requirements
. Process requisitions for break fix computer builds
. Back up for IT Request Department to Process Project Requisitions
Feb 2000 - Feb 2003 InitiaTek @ BNSF Railroad Ft Worth, TX -
Help Desk Manager/Account Admin. Mgr.
Oct 1998 - Feb 2000 Decision One @ BNSF Railroad Ft Worth, TX
Help Desk Team Lead
. Managed 30 Help Desk analysts, supporting a 36,000 user base of
internal BNSF Employees
. Involved in all phases of hiring, including: interviewing,
technical verification, scheduling, reference checks, disciplinary action, and termination
. Worked with BNSF Management and Second Level Support regarding
upcoming System changes
. Analysts notification for upcoming system and policy changes
. Coached current employees as well as training new hires
. Monitored and reported on:
o Individual and group Call Statistics using Centre Vu Supervisor as
well as Real Time Web application for QC
o Weekly individual technical monitoring
. Monthly overview with analyst on call statistics and improvement plan
. Worked with Team Leads and Senior Analysts regarding Training
Issues and Team building incentives
. Back up for incoming call queue as needed
. Maintained Documentation for current troubleshooting resolutions.
. Managed 5 Account Administration Analysts, creating, deleting,
updating NT, XP, AIX, Mainframe, and Exchange Accounts
Aug 1997-Sep 1998 Intellimark @ Frito-Lay Plano, Texas
Technical Analyst\Lead
. Provided assistance with existing technical issues
. Established links for second level support regarding critical
technical circumstances
. Provided support for Domestic and International users
. Provided back up support for front line analysts
. Handled escalated issues
. Maintained schedule to assure coverage on Front Line call queue
. Trained all new employees
. Compiled and composed all the information needed for the
Training manual
(CHDM) Certified Help Desk Manager - Help Desk Management 2000 -STI Knowledge
Completed Management Essentials Certification - Fred Pryor
Contact this candidate