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Customer Service Technical Support

Location:
Murfreesboro, Tennessee, United States
Posted:
May 30, 2018

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Resume:

JESSE REID

**** ***** ******* ***** *****: 615-***-****

Murfreesboro, TN 37128 Email: ac5osd@r.postjobfree.com

Helpdesk/Desktop Support/Account Security Analyst

A highly organizational, reliable Account Security Analyst with strong expertise in creating, maintaining and deactivating accounts, administering the terminations process by collaborating with HR and management, and determining data retention. Demonstrated proficiency in administering SAF applications, providing periodic reports, and coordinating with application owners, management, and internal audit to complete user access audits. Proven ability to resolve problems efficiently and effectively. Knowledge of Microsoft Office software. Excellent interpersonal, written and oral communication skills.

Areas of Expertise

Account Provisioning

Helpdesk Support

System Troubleshooting

Hardware Installation/Upgrades

SAF Application Management

Server Maintenance

Event Documentation

Solutions Implementation

Request Monitoring & Tracking

Technical Analysis

Program Maintenance

Data Processing

Key Skills Assessment

TECHNICAL SUPPORT – Develop and implement strategic and analytical solutions to deliver quality technical support to customers.

HARDWARE/SOFTWARE MANAGEMENT – Effectively analyze, log and track complex hardware and software issues while concisely documenting system events.

Professional Experience

ACADIA HEALTHCARE, Franklin, TN 2016 – 2017

ACCOUNT SECURITY ANALYST (2016 – 2017)

Account Security Analyst in charge of enterprise-level account provisioning including the creation, maintenance and deactivation of accounts; overseeing the System Access Form (SAF) application; ensuring that adequate controls are maintained for SOX, HIPAA and Corporate regulations; making required updates and changes as facilities and applications are added and removed from within the enterprise; and documenting, tracking and monitoring requests to ensure timely fulfillment.

processed security access requests and service tickets for 20K+ end users, assuring all configuration properly adheres to company IS policy/procedure & SOX/HIPAA regulation

configured security/menuing/delegation for wide range of bus mgmt and networking systems/applications (Healthcare Management Systems (HMS), Medhost, iSeries, Medik, Server 08/12, Active Directory, AD Manager Plus, SharePoint, Exchange 08/12 management console, Windows 7, Citrix XenApp/Presentation Server, HealthSuite, Hyperion, Upstream, Mantis, Service Desk, MAS 200, Ultipro, Kronos, Tower, Smart, Lync, Methasoft and MYRd )

provisioned user shares/permissions and completed wide assortment of network housekeeping tasks for a 200+ server VMware-driven datacenter supporting over 12K+ nationwide end users

remotely configured NTFS/SMB/NFS security access and permission propagation in multi-domain/child domain trusted environments

held primary role managing network account and share security for massive migration resulting from 3

billion dollar acquisition (20K+ network users)

actively managed/maintained/redesigned a web-based company-wide IT issue tracking system

supporting nationwide behavioral health facilities and RTCs, CRCs and CTCs

set up quarterly/annual audit disables/relabels w/ scripts/powershell on network and other system accounts to correspond with internal/external IT audit standards

worked with team/dept members to revamp processes, design/complete projects, provide support/analysis, troubleshoot issues, increase performance, maintain correspondence and reduce IT operating expenses

designed IT security training/configuration/documentation/logistics for roughly 30 applications/systems/interfaces

planned/designed/tested/implemented a state of the art security access request system for over 12K end users

worked directly with senior level corporate management to streamline security process and develop/improve departmental workflows

trained/mentored corp/facility staff on company IS policy/procedure and SOX/HIPAA standards

UNIVERSAL HEALTH SERVICES, BRENTWOOD, TN 2008 – 2016

ACCOUNT SECURITY ANALYST (2012 – PRESENT)

Account Security Analyst in charge of enterprise-level account provisioning including the creation, maintenance and deactivation of accounts; overseeing the System Access Form (SAF) application; ensuring that adequate controls are maintained for SOX, HIPAA and Corporate regulations; making required updates and changes as facilities and applications are added and removed from within the enterprise; and documenting, tracking and monitoring requests to ensure timely fulfillment.

processed security access requests and service tickets for 12K+ end users, assuring all configuration properly adheres to company IS policy/procedure & SOX/HIPAA regulation

configured security/menuing/delegation for wide range of bus mgmt and networking systems/applications (Healthcare Management Systems (HMS), iSeries, Medik, Server 03/08, Active Directory, AD Manager Plus, SharePoint, Exchange08/Outlook10, Blackberry, XP/Windows 7, and Citrix

XenApp/Presentation Server, HealthSuite, Hyperion, Upstream, Mantis, Service Desk, MAS 200,

Ultipro, Kronos, etc

provisioned user shares/permissions and completed wide assortment of network housekeeping tasks

for a 200+ server VMware-driven datacenter supporting over 12K+ nationwide end users

remotely configured NTFS/SMB/NFS security access and permission propagation in multi-domain/child domain trusted environments

held primary role managing network account and share security for massive migration resulting from 3

billion dollar acquisition (12K+ network users)

actively managed/maintained/redesigned a web-based company-wide IT issue tracking system

supporting 110 nationwide behavioral health facilities and RTCs

set up quarterly/annual audit disables/relables w/ scripts/powershell on network and other system accounts to correspond with internal/external IT audit standards

worked with team/dept members to revamp processes, design/complete projects, provide support/analysis, troubleshoot issues, increase performance, maintain correspondence and reduce IT operating expenses

designed IT security training/configuration documentation/logistics for roughly 30 applications/systems/interfaces

planned/designed/tested/implemented a state of the art security access request system for over 12K end users

worked directly with senior level corporate management to streamline security process and develop/improve departmental workflows

trained/mentored corp/facility staff on company IS policy/procedure and SOX/HIPAA standards

HELPDESK ANALYST (2008 – 2012)

Helpdesk Analyst charged with coordinating hardware and software installations and upgrades to ensure work is performed in accordance with company policy.

Recommended resolutions to address complex matters and coordinated the implementation of solutions. Coordinated and monitored troubleshooting to isolate and diagnose common system problems. Documented system events to ensure continuous functioning.

Assisted in hardware installation and the maintenance of workstations, servers, and networking equipment.

Utilized CA service desk to record changes, service requests, and problem activities for tracking purposes.

Analyzed, logged and tracked complex software and hardware matters pertaining to networking connectivity issues, printer, server, and applications.

JESSE R EID, P AGE 2

CSC, NASHVILLE, TN

2008

Helpdesk Analyst tasked with providing customer service by responding to an average of 60 calls per day, answering customer inquiries, solving problems, and providing product information.

Ensured customer satisfaction by providing online technical support.

Provided tier 1 and 2 support.

Maintained user maintenance end-user programs.

DELL, N ASHVILLE, TN

2006 – 2007

Technical Support Analyst tasked with customer service and technical support responsibilities.

Ensured data processing, documentation and record keeping of customer's problems and possible

solutions used to solve the problem.

Troubleshoot customers’ systems from problem to solution. Worked with Windows 9 x, XP and office suite.

WAL-MART DISTRIBUTION CENTER, S HELBYVILLE, TN 2001 – 2006

Systems Operator charged with troubleshooting and customer service responsibilities.

Successfully billed over 500 million dollars in product with no errors via Wal-Mart Point-of-Sale and Store Inventory Billing System.

Operated, maintained, and troubleshoot Mainframe, DCS2000, DC Yard, and RF Applications in association with distribution of all Wal-Mart products.

Maintained equipment (including RF Talkman Units, Symbol Scan Guns, Lifts, and Pallet jacks), Hardware and Software.

Trained associates (as a certified JPT trainer) in operational inbound/outbound procedures and support data processing procedures.

Maintained and troubleshoot systems operations servers, including the Gagnon, NTS, Hauler and DC Yard servers.

Operated and maintained User Maintenance End User Programs.

Performed various PC, Networking and Peripheral troubleshooting duties.

Provided customer service for Wal-Mart Stores, Inc. regarding product, delivery, and quality issues.

Performed data processing, form retention and data processing scheduling completion.

Education & Training

Coursework in Computer Science, Draughons Junior College

Network Support Administration Engineer

Certifications

MCP, A+, Network +



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