Help Desk Information Technology

Marlenia M. Brown

**** ****** **. ************, ** 32210 H: 904-***-****

Email:*************@*****.***

EDUCATION

Master of Business Management, February 2007

University of Phoenix /North Florida Main Campus, Jacksonville, FL Bachelor of Science Management Information Systems, May 2002 University of Alabama at Birmingham, Birmingham, AL EXPERIENCE

Citigroup - Citi Cards Information Technology- Jacksonville, FL / 2004-June 2017 IT Information Security Analyst/U NIX Subject Matter Expert

• Assist in the audit analysis, develop and implement security policies t o ens u re that bus i ness units are compliant with standard regulations enforced under internal/global procedure manuals

• Manage day-to-day operations on a global (NAM/EMEA/ASPAC) team administering UNIX platforms for multiple products while interfacing with business end-users and technical staff who require system access

• Administrative duties include:Active Directory, APOLLO, ClearCase, COGNOS, Genalytics Web Interface, LDAP, O RACLE, PUTTY, Remote Desktop Support, Service Now, Skype For Business, Teradata Dynamic Workload Manager, U NIX (BoKS, KDC/LDAP, PowerBroker,Tectia Manager-SSH), Web-Administration, W indows, and other proprietary software applications

• Responsibilities include: Application/Network/System password resets – Create/Delete user accounts

• Grant highly privileged access (admin/root/super-user) -Perform semi-annual entitlement reviews Review daily logs Risk analysis for audit

• Identify problems and implement solutions via e-mail, change requests, a nd incident ticketing resolution

• Provide rotational BAU support via 24/7 on-call support while m aintaining company’s defined SLA/SLO TEKSYSTEMS (VISTAKON)- Jacksonville, FL / 2003-2004 Information Management Help Desk Analyst

• Provide technical support to over 2300 end users both local and remote on a variety of is su es v ia telephone, e mail and personnel request

• Responsibilities include: Directory and Resource Administrator, Heat64 Adminis t rator, Micros o ft Ex c hange Administrator, PICASSO Administrator, BMC Remedy IT Administrator, System Management Server Console Administrator, and WebE x Site Administrator

• Identify, r esearch, and resolve technical rela t ed problems with a resolution rate f or taken calls

• Take responsibility for calls by determining appropriate s o lution, p rioritizing calls, a nd es c alations

• Document, track, and monitor technical problems via Remedy ticketing system to ensure timely resolution

• In charge of AS/ 4 00 and network password resets; creating AS/400, e Room, and network accounts. Enabling/Disabling email and network accounts, provisioning company-wide and proprietary software, res e tting remote access accounts via RSA ACE/Server and Cisco Secure

• Troubleshoot Microsoft Office 2000 (Word, Excel, P owerPoint) for end users to provide a resolution PGA TOUR Corporate Office- Ponte Vedra Beach, FL / 2002-2003 Information Systems Help Desk Assistant

• Res p ons i ble for answering telephone and e-ma i ls from end users with technical related problems

• Res p onsibilities include desktop support for Windows, L otus S martSuite, Lotus Notes, M icrosoft Offic e, Internet, IBM Mainframe-A S/400, and other enterpris e software

• Analy z e software and sys t em configurations to identify a nd diagnose end users reported i s s u es a n d recommend corrective actions

• Provide a timely and effective response to all end us e rs r eques t for troubles h ooting hardware, so ftwa r e, printer, a nd network issues

• In charge of escalating complex issues t o the appropriate functional team - M aintain Help Desk database tickets i n the until problem is r esolved Books-A-Million Corporate Office- Birmingham, AL / 2001 -2002 Information Systems Help Desk Staff

• Help Desk Support - Provided help with troubleshooting a problem within retail store via telephone

• Provided step-by-step solutions to technical problems - S upport over 75 corporate desktop P.C's

• Networked printers for customer service computers - T alk manager through computer and POS system related problems - R ecover credit card files off POS system crashes and settle them through NPC processing services

• Installation of both local and network printer - P oll store's sales and payroll on an AS400 midrange computer - N egotiating prices with vendors on equipment used on company's POS system COMMUNITY

• Coordinated and assisted in the Salvation Anny's "Toys for Tots"

• Assisted for St. Jude Telethon at Children's Hospital

• Volunteer for Children's Hospital Bum Unit's Special Holiday Events

• Help coordinate and instruct Girls development basketball clinics and "Girls Day Out" days

• Volunteer for Susan Komen Breast Cancer Foundation

• Assisted with Diabetes Foundation "Race Day" preparations and registration

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