Customer Service Active Directory

James Asamoah-Asano

612-***-**** ********@*****.***

Professional Summary

Experienced professional with a strong academic background in Information Security Management, with an Associate’s Degree in Computer Science currently working on a Bachelor’s Degree in Cyber Operations and Applied Mathematics

Extensively worked with Microsoft Office Suite, including Excel, Word and PowerPoint, and SharePoint systems.

Excellent communication, organizational, and analytical skills with the ability to work independently and in a team environment Excellent verbal communications skills • Windows 7 and office 2010 • Outlook • Mobile handheld Devices: iPhone, iPhone, Android, etc

Familiar with reviewing anti-virus alerts to keep computer and network security on par

Comfortable with identifying security administration deficiencies, recommending improvements, and implementing corrective actions

Technical Skills

Software Packages and Programming Languages: SQL, Ms Access, Ms Excel, HTML, DHTML, Ms FrontPage, Ms Publisher, PowerPoint, Basic, Visual Basic6, C++

Systems Administration: Windows 9x, Me, 2000, 2007,2008, 2010, XP Support,

Office 2010, Outlook and Administration

Networking: LAN/WAN Administration, Internet Support

Tools: Secure, Service Now, Kbox, Oracle, Share point, Hewlett-Packard Service Manager(HPSM)

Professional Experience

Fairview, Mineapolis,Mn 08/2016 - Present

Access Management / SOC Analyst

70% Monitoring and Operations

Perform real-time proactive security monitoring, detection and response to security events and incidents within the Enterprise Network

Network traffic and log analysis

Conduct thorough investigation of security events generated by our detection mechanisms such as SIEM, IDS/IPS, AV

Utilize advanced network and host forensic tools in order to triage and scope an incident

Categorize the events and raise necessary incidents after thorough quality check of the event.

Work closely with L2 and L3 Support and provide adequate information required for resolution.

Collaborates with the Security Incident Response Team on maintenance and fine-tuning of security platform functionality

Maintain situational awareness of latest security threats, vulnerabilities and mitigation strategies.

Identified security administration deficiencies, recommended improvements, and implemented corrective action

Administrated and maintained user and group security to company wide applications with a high degree of accuracy

Processed requests for Service Restoration and enforced General Computing Controls

Ensure that access control is practiced according to security policies

Provision accounts according to documented procedures

Ensure confidentiality is maintained, including escalated sensitive accounts.

Complies with policies, procedures and standards. Accurately and thoroughly documents appropriate detail in request tickets and tracking systems.

Processes user access control change requests, such as adding, modifying, and deleting user and group accounts within our AD platform and various clinical and business applications.

Participates in activities to identify and implement standardization of access support activities.

Rochester Public Utilities, Rochester Mn (Contract) 06/2016-08/2016

Information Systems Support Analyst

Active Directory knowledge. Creating user accounts, reset passwords, create groups etc.

Maintains updated documentation of system inventories and configurations

1st and 2nd line support - troubleshooting of IT related problems from in-house software to hardware, such as Blackberry’s, I-pads, Laptops, PCs and Printers

Receiving, logging and managing calls from internal staff via telephone and email

Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner

Troubleshoot basic network issues

Active Directory Group Policy from an administration process

Administrate Network Data Share and permissions

Trouble shoot Mobile handheld devices: iPhone, iPhone, Android, etc

Trouble shoot and configure modem, routers, TDM’s

Identifies, responds to and/or escalates issues & risks as appropriate

Performs incident management, service restoration, and/or change verification activities.

Effectively communicate awareness, issues, alert confirmations and status, to team and other areas.

Prioritize incidents based on defined ITSM priority definition and guidelines.

Dakota State University 01/2015 – Present

Student

Enrolled in classes to obtain Bachelor’s Degree in Cyber Operations and Network Security

For a Mid-term report, looked at Nessus reports to determine which IP Addresses were vulnerable for an attack and had to fully detail process on how to resolve the vulnerability

Taking relevant coursework to align with career goals, which includes classes in:

oNetworking Security

oC programming

oWireshark

oReverse Engineering

United Health Group-Optum, Golden Valley, MN 06/2015 – 12/2015

IT Security Analyst

• Provisioning for users in windows platform adding, deleting, modifying, and troubleshooting of global groups upon requests/tickets from users.

• Active Directory access and permission granting of group for users.

• Administer daily incoming workflow of incident tickets, requests, and escalations for users.

• Provide back-up support for multiple applications, “Keybank, CommunityCare, SATS extended delegation.”

• Create and develop standards and best practices for smart card provisioning, access and inventory control.

• Provisioning access and distribution of smart cards to over 100,000 users.

• Distribution of RSA Tokens to users domestically and internationally.

• Assist individual users in troubleshooting issues assuring both goal and satisfaction are met.

Environments: Secure, MS Active Directory, Hewlett-Packard Service Manager(HPSM)

Century College, White Bear Lake, MN 01/2015 – 06/2015

Student

Completed contract with Resolution Engineering ended, took classes to for Certification of Ethical Hacking by EC-Council

Relevant coursework and topics covered included:

oSocial Engineering

oHacking Network Host

oIdentifying Basic Physical Security Vulnerabilities

oHacking Operating systems

oPlugging security holes

oMalware and Malicious Code Analysis Fundamentals

oTools used include Wireshark, Nessus, etc

Resolution Engineering, Hudson, WI 06/2014 – 12/2014

Evaluation Tester

Wrote and cleared concise technical documentation

Re-configured and tested software and hardware from scratch

Performs incident management, service restoration, and/or change verification activities.

Effectively communicate awareness, issues, alert confirmations and status, to team and other areas.

Prioritize incidents based on defined ITSM priority definition and guidelines

Environment: Microsoft Test Manager (MTM), Hewlett-Packard Service Manager(HPSM)

Front Office Manager,St.Paul,Mn May 2010-June2014

La Quinta Inn

Delivered exceptions customer service throughout hotel stay including: reservation process, check-in/check-out and during time at hotel

Accurately processed customer payment and direct billing of outside vendors

Supervised 15 staff to ensure high levels of customer service for hotel guests

Developed and implemented social media strategies for the hotel according to marketing plan; reviewed controls and responds to all third party websites

IKAM Ltd, Accra, Ghaana 01/1999 – 05/2010

Assistant IT Manager

Ensured that customers data integrity was maintained at all times

Accurately estimated software and hardware configuration time

Troubleshot software and hardware configuration problems

Configured and installed TCP/IP, routers, switches, firewalls, packet sniffers, network topology, and Databases (MySql) on Windows

Performed System, Application Server, and Database Administration as needed

Troubleshot problems with application server, database, and operating system setup

Monitored production server performance and network activity

Developing software

Education

Bachelors of science, Cyber Operations and Mathematics Jan. 2015-

Dakota State University Madison,SD

Associate of Arts and Sciences, Computer Science 2011–2014

Century College White Bear Lake, MN

Higher National Diploma, System Analysis and Computer Programming June 2000

West Africa Computer Science Institute Accra, Ghana

40033 Windows Operating System and Windows Server Fundamentals (OLL)

New Horizons- Twin Cities Minnesota May 2017

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