Resume

Sign in

Manager Customer Service

Location:
Westerville, Ohio, United States
Posted:
October 29, 2018

Contact this candidate

Resume:

Cassondra Wilder

**** ******* ***** ********, **** 43231 614-***-**** ac7jis@r.postjobfree.com

SYSTEM ADMINISTRATOR

Configuration Management Enterprise Application Integration System Testing

Meticulous, analytical, and results-driven System Administrator with 15 years of experience in operation analyzing, maintaining, configuring, upgrading and administering/operating multiple technology domains.

Manual/web applications and infrastructure monitoring, systems analysis, systems evaluations identifying & specifying business requirements. Installing hardware & software and supporting computer operations within mainframe, windows and client server environments. Troubleshoot and tracking, analyzing, testing and deploying patches and hot fixes to fix or resolve the problems. Recognized for meeting client SLA’S all quality measure before the schedule deadlines. Collaborative, client focused and team leader with strong organizational and effective oral/written communication skills. Goal and team oriented professional with a proven track record in exceeding performance targets in high pressure environments achieving high levels of customer satisfaction.

JP Morgan Chase, Columbus, OH September 2016 – April 2018

Identity Access Administrator

Implementing and maintaining various applications for users add, modify, delete and password resets

Ability to independently troubleshoot and resolve complex security and system access issues

Establishing connectivity to Citrix and maintaining the different applications and effectively communication and working with customers request in Citrix regarding application support, technical issues, priorities and special requests from customers

Demonstrate continuous effort to improve operations, Any and all projects and or activities as assigned, streamline work processes and work cooperatively and jointly to provide quality seamless customer service

Setup administrator and service accounts

Provide a variety of applications and systems support and services to several different line of business

Respond to Service Manager incidents and ensure tickets are completed within the firm’s documented SLAs for priority/severity impacts with the discretion of HSA system authority to several different application and line of business

Control user logical access to organization resources in business applications, according to pre-set of system rules and policies

Perform security and change control related tasks in compliance with the Information Technology Control Policies, standard operating procedures and reference documentation

Review database, server logs and audits logs to meet service level expectancy

JP Morgan Chase, Columbus, OH August 2015 – August 2016

Unix System Admin

Perform security Administration on various platforms installs/uninstalls, maintains, configures, and administers hardware & software on the following technologies workstation support, application, network and server administration

Break/fix support of user access and group rights assignment across all systems

Ensuring access is granted in accordance with Logical Access Control policy

Troubleshoot and resolve security system access issues recognize problems, trends, solution, and implements actions to remediate

Analyze requests for potential risk before action

Escalating, rejecting and querying requests when necessary

Review and maintain process/procedural documentation run book and Sop

Participated on a monthly basis in strategic prevention of disasters and testing offsite procedures for providing both permanent and temporary recovery

Critical thinking, System evaluation and configuration procedures, network standards, protocols & procedures, platform usage, capabilities and applications of network equipment

Knowledge of PKI, Activate Directory, IAM Access Administration standard frameworks and policies

Assure adherence to required IAM Controls, policies, standards, procedures, guidelines, and processes certificates & certifications

Creates, organizes, files, and maintains documentation to ensure IT procedures are met and the systems remain stable, accessible, and secure

Duties include Keon database, SQL query, system log and audits log

Cardinal Health, Dublin, OH August 2008 – March 2015

Analyst, End User Customer Support

Provided customer phone support, resolved technical issues, log and escalated calls as appropriate

Built strong relationship with end users by projecting a positive attitude and providing helpful support

Worked with over 150 applications and reset password in SAP FSP, Business Object, CRM, PGP, Blackberry, LMS, SAP Portal, People soft, IBM Content Manager, Citrix

Unlocked and reset passwords in Active Directory & IDM for user who forget their password

Troubleshot and solved problems efficiently by using active listening skills and asking pertinent, specific questions

Addressed user problems before escalating issues to a higher level of support

Fulfilled user responds to routine or standard requests from IDM and service now

Experience responding to and resolving user reported incidents at all levels

Communicates effectively with both technical and non-technical individuals at all levels

Worked with Citrix on connectivity issues and killing session and starting session add, delete, modify parameter on applications and logs

IBM Corporation, Columbus, OH May 1998 – August 2008

Computer Specialist

Recovered systems hardware/software for performance and maintenance

Supported Windows/Client/Server TCP/IP, Ethernet environment with connection to LAN/WAN, Internet and IBM S390 mainframe system, Data base server, SQL, Oracle, Linux, Unix

Monitored and managing the network server and system health performance to ensure that the systems is up and running without alerts or outages

Installed desktop software and troubleshoot server and network equipment

Served as troubleshooter and problem solver on the mainframe/mvs operating systems for users

Helped with the installation and maintenance of hardware/software and managing applications and infrastructure tracking, evaluating, testing and deploying patches and hot fixes

Conducted daily resolution with support personnel and determined the root cause of problem

Managing servers, tickets/change support activity for systems maintenance and system availability

Wrote and revised procedures for ISO 9000 documentation on monthly basis

Identified/implemented procedure improvements to save the company thousands of dollars by attainment of all SLA’s and quality measurement

Contributed by using efficient standard processes in a timely manner to satisfy customers

Participated on a monthly basis in strategic prevention of disasters and testing offsite procedures for providing both permanent and temporary recovery

Monitoring and managing Citrix server for system health, installing hardware & software and supporting

Education

Computer Science, DeVry Institute of Technology, Columbus, OH

A+ Certification, New Horizon Dublin, Columbus, OH

MTA Security, My Computer Career, Westerville, OH

Technical Strengths

Visio

Business Object

Clarify

Cyber Ark

Oracle

SQL

Java

SAP

CRM

IBM Content Manager

Cognos

Crystal Reporting

PeopleSoft

NETIQ

SharePoint

IAM, PAM

SSO

Windows 98 & NT

Windows 2000 & 2003

Windows Vista

Windows 7 & 10

MAC & IOS

Office Communicator

Lync 2013, Hubs, Routers

Unix/Linux/Oracle Server

Omegamon/Omegaview

Tivoli

TCM

TMS

DB2, Bridges, Switches

RSAM, IDAM, PAM

RGH

PCM

SDF

OPSFA/OPSFP

TSCF

TCP/IP

OPC

IBM S390, 3800, 4300

Technical Capabilities

VSAM Dell, HP, IBM, EMC ISPF

IDMS Cisco, Citrix, AIX RMM

SNDM Hitachi, WebSphere ESF

DFHSM Net APP, VMWARE, RMDS

DRMS Remedy, Identity Manager IOF

Active Directory Service Now, RACF, LDAP SAVERS

Professional Experience

Huntington Bank, Columbus, OH July 2018 – October 2018

IAM Administrator

•Control user logical access to organization resources in business applications, according to pre-set of system rules and policies

• Perform account access administration, provisioning and deprovisioning of accounts Control user on privilege/emergency access request to ensure these activities are monitored and approved

• Maintain knowledge and understanding of internal processes, procedures and IT control policies

• Perform security and change control related tasks in compliance with the Information Technology Control Policies, standard operating procedures and reference documentation

• Appropriately document and highlight any potential risk concerns identified, escalating to management as appropriate

• Promote continuous improvement to streamline the process of producing quality and timely outputs in meeting service level expectancy

• Respond to Service Manager incidents and ensure tickets are completed within the firm’s documented SLAs for priority/severity impacts

• Exercises a high degree of initiative and independent judgment in coordinating and prioritizing work



Contact this candidate