Karen Colosa

**** ******** *****

Raleigh, NC ***09

Home: 919-***-**** Cell: 919-***-****

acb7r8@r.postjobfree.com & acb7r8@r.postjobfree.com

EDUCATION State University of New York at Stony Brook

BA, Multi-Disciplinary Studies

Areas of Concentration: Business Management/English/Psychology

• Graduated Magna Cum Laude in 3.5 Years

• A- Average (GPA 3.70)

• Dean’s List, Golden Key National Honor Society Member

SKILLS

Operating Systems: Server 2000, Windows XP, Windows 7; Novell, CISCO IOS Commands –

Tools: Active Directory Users and Computers, Computer Manager, User Manager 5.1, File Manager, DirView,

Enterprise Administrator, Server Manager 5.0, Open Ports, Event Viewer, Novell Client/Netware Administrator

Database/Tools: Vantive 8.5, Toad, Oracle 9i - Connections: ACE Server, VPN Console/Connection, TCP/IP

Configuration, Telnet (TN3260), JD Edwards XE Client via ICA (Citrix Connection), Terminal Services Client, Token

Sync for RSA SecurID

Remote Access Technologies: Dial-up, VPN - Networking/Internet Technologies: TCP/IP, DNS, WINS, SMS Remote

Support Center 2.0 Applications: HP Openview, Service Center 6.2, Global 3.02B, Formula 3.51, Peregrine, Service

Center, Sharepoint, Veritas NetBackup Admin Console 4.5, Raritan Command Center Secure Gateway 2.3, Acronis True

Image 7.0, Norton Ghost 8.0, Sysprep, Documentum, Veritas Backup Exec 8.6, Docent Outliner 6.5, Adobe Acrobat 6.0,

MS Access, Visio, AVG 6.0, McFee, GFI Mail Security & Essentials 8.0, GFI Network Security Scanner 3.3, Alloy

Network Inventory 4.1 (Asset Management), ActiveSync, Remedy 5.0, Clarify, MS Office 2010, Netscape, Internet

Explorer, PowerPoint, CA Unicenter Service Desk 6.0, Avaya Workstation 2.1, Meeting Center 5.0, Web Ex Meeting

Center 5.0, Windows NetMeeting Version 3.01, Sametime Connect 2.5, Spyware Tracking (Pestpatrol) Management

Console for Metaframe, VMware Player 3.1, Outlook 2007, Lotus Notes 8.5

EXPERIENCE

August 2013 to October 2013

United States Postal Service (USPS) under Acro Services

Systems Analyst

• Prepare and deploy images for Postal lab machines running Windows 2K and XP.

• Duties included mapping network drives, running batch files, confirming successful completion.

• Reset Accounts and Computers within Active Directory.

• Used Active Directory Users and Computers and Computer Management.

• Performed Registry changes as needed under HKLM Users/Software.

• Sent out daily email correspondence regarding Deployment Scheduling.

• Provided on the hour error checking and log file status emails.

• Ran commands using DOS prompt psexec, dir, etc.

September 2012 to May 2013

Drug Safety Alliance

System Administrator

• Install Software (Office 2010) for end-users running Windows 7 and XP as OS

• Troubleshoot Printer Issues and Perform Printer Maintenance

• Asset Management: Maintain Internal Records of IT Equipment (Inventory Spreadsheet)

• Conducted Troubleshooting to Determine Root Causes for Technical Issues

• Assist Users with Office 2010 Functionality Questions

• Conducted Repairs for Office 2010 and Adobe/ Performed IE 10 Rollbacks

• Workstation Deployment: Dell and Thinkpad

• Restored Machines back to Last Known Good Configuration

June 2012 to July 2012

Robert Half Technology: PlyGem

Desktop Support (Short-Term Transitional Contract)

• Install Software (Visio 2010, AnyDoc) for end-users running Windows 7 as OS

• Troubleshoot Printer Issues and Perform Printer Maintenance

• Gather Data (WKS names, Port Numbers) for Asset Management

• Excel Spreadsheet Creation for Equipment Tracking (Office 2010)

• Assist Users with Setting up Voicemail

• Conducted Office 2010 repair for Excel

• Workstation Deployment

September 2010 to April 2012

IBM: Seterus (formerly known as LBPS) Account

Level II Desktop Support then Helpdesk Services

• Deploy, Troubleshoot, and Replace all needed equipment for end-user setups

• Re-image Thin-Client Wyse V90 units running Server 2003x64 edition OS

• Used Citrix Management Console v3.0 to shadow and terminate user processes and sessions

• Reset, Unlock End-User Passwords and add printers using Active Directory Find and Groups features

• Create, Configure Citrix profiles and Lotus Notes Accounts (place .id file on Network Share)

• Reset Passwords for Proprietary Systems (SCI, Venture, Speedpay)

• Outlook .pst file: Archive setup and Data File Remap (Remap AD shared network drives)

• Lotus Notes 8.5 Migration: Convert from Outlook to Lotus Notes (was rolled back) (.nsf lookup, edit server location)

April 2010 to June 2010

Glasshouse Technologies: Service Operations Center (SOC)

Technical Support Engineer

• Monitored Storage and Database Alarms as well as Backup Job Failures within environments using:

VERITAS NetBackup Administration Console 6.5 (connected via Radmin sessions and Citrix connections)

Nimsoft and Horizon (Powered by Tek-Tools)

PRISM: Performance Reports and Indicators for Storage Metrics (Watchdog)

(All but VERITAS run within Mozilla 5.0 browser)

• Restarted backup jobs based up pre-established criteria stated in Escalation Matrix documentation.

• Referenced escalation matrices for event/failure notification management and escalation.

• Monitor, respond to customer and internal emails. Open incidents if required using Salesforce.com as the case

management tool.

• Setup and organize conference calls (bridge lines) with multiple parties

• Ran commands via UNIX command line interface (CLI) to navigate Unix file systems:

"Top" for load averages (which should not have been in the double digits) "Df –h /usr/openv/" to view CPU capacity (no >

than 96%)

February 2010 to March 2010

Ettain Group: Nortel: Network Management Center: VOIP

Network Engineer (Short-Term Transitional Contract)

Used 4 applications to monitor and track incoming/past alarms and events generated by Network Devices.

• MCP System Management Console 10.2.1 is the AS5200: Use logical view for Alarms on servers, chassis,

and blades

• IEMS (Integrated Element Management System) 10.0 is a CMT (Call Server 2000) Tool

• NetracGV 6.27 to display and track the following (for reporting purposes)

Network Elements such as: GWC (Gateway Controller), MCS 5200, MG 3200, SS Trunks, SAM21,

Acme Packet Net-Net 4000 series

• CS2000 Application Launcher for SAM21 and Gateway: Used to proactively view alarms on the fly prior

to their actual generation in NetracGV (Here the Element is displayed at the card hardware level).

(Repeating alarms were recorded using the Remedy ticketing system Version 6.03)

November 2007 to January 2010 (Employee)

BlueCross BlueShield NC: Technical Assistance Group: Service Delivery Agent

• Advance problem resolution skills, especially for complex technical problems spanning multiple

applications, protocols, and/or platforms required. Practiced via remote connection to desktop

machines.

• Demonstrated strong negotiation and consulting skills while providing technical support for user

base

• Ability to set customer service standards and develop guidelines as well as to help others interpret

policy.

• Excellent organizational skills and Thorough understanding of several trouble ticket systems

• Demonstrated strong analytical and problem solving skills

• Ability to maintain a high level of client trust and confidence in the knowledge of and concern for

clients’ needs. Strong business / technical oral and written communications skills

• Technical Writing Experience: support documentation for an online application: BluePass

• Effective communicator with Plan Management, Change Management and customers in a manner

that facilitates understanding of problems and implementation of solutions.

• Demonstrate widely diverse and in-depth technical knowledge for all supported products.

• Used a high degree of patience and problem management techniques to solve problems.

• Acquired and maintained current knowledge of relevant product offerings and supported policies to

provide technically accurate solutions to customers. Attended training sessions

• Demonstrated strong teamwork, interpersonal and communication skills within a large organization

• Ability to remain calm and focused while dealing with customers in tense situations.

• Demonstrated analytic skills and the ability to work under pressure.

• Broad range of Audio/Visual, Desktop Video Conferencing, telecommunications, applications,

network and desktop knowledge including experience in:

Desktop: Desktop Video, Windows Operating Systems, Dell Desktop and Laptop Systems,

Microsoft Office Professional Suite, Sharepoint, Microsoft Explorer, McAfee Virus Scan, Network:

H.322 VideoTeleconferencing Protocol, Frame relay, routers, hubs, bridges, token ring, Ethernet,

TCP/IP-Familiarity

January 07 to July 07

Alphanumeric: GlaxoSmithKline: Account Management Provisioning

Global File Share Project

System Administrator/Assistant Sub-Stream Project Lead

• Provision User Account Access Administration for both Legacy NT and Active Directory File

Shares

• Conduct Fact Finding Searches to Uncover: Residing Server, Group Membership, and File Share

Ownership

• Confirm/Deny Access based upon Custodian Consultation record activity in Remedy Ticket System

• Test System Tools/Prepare Technical Documentation Instructing Utilization and System

Requirements

As in the case of the "NT GROUP ENUMERATOR TOOL"

• Project Management Assistance during the Discovery Stage within Lifecycle

• Delegate for Project Manager During her Absence (2 month period)

• Created Global File Share Project New Share Sub-stream Flow Chart

• Review/Update Project Plan for New File Share Creation Sub-Stream

• Prepared List of Managed Sites for Discovery

• Attended Weekly Stakeholder, Governance, and Sub-Stream Team Lead Meetings

• Published Communication to Stakeholders for Action Item

• Conducted Remedy Searches and input data into Excel Reports for Management

• Comprised Weekly Metrics (Chart/Graphical Trending) and Status updates in Stakeholder Meetings

• Edited Previously Prepared Documents ("File Share Creation Process for AD"& "Confirming Share

Level Privileges" & “New File Share Registration Service Deliverable”)

• Investigate Tickets Escalated to GFS team (my team) and Report Findings to

Project Manager, Management, and/or Directly to Upper Management (Directors)

• Coordinate Project Meetings using Lotus Notes Scheduler/Sametime for Departmental Managers

• Coordinating software (File Share) project for a small team and with analyzing solutions for this

specific business environment

• Update File Share Resolving Agency List for Team

September 06 to January 07

Butler International: AT&T: Network Operations Center: Business Data Analyst

• Utilize Pre-Populated Excel Templates to Input Configuration Changes

on the Following Devices: Catalyst 3550 24PWR SMI, Cisco 2651XM, Cisco 2851XM

(Completed project)

(Changes and Additions include: VOIP, VLAN 199, cdp enable-enabling direct devices

to communicate more readily, ip route-cache flow has been added to

remember locations and increase transfer speed, BGP (Voice VLAN) changes implemented)

• Utilized Vantive (Peoplesoft/Oracle Based) to Update Asset Management Records (completed

project)

• Primary Site Contact Record Verification via Excel Spreadsheet Documents (data sorts, cell

addition/elimination)

May 06-September 06 Adecco: Becton Dickenson (Enterprise Network Operations Center): Systems

Administrator

• Monitor Network/System Generated Alarms (Cisco/Nortel Routers/Switches, Servers running

Server 2000/2003) via HP Openview and Formula

• Determine if Alarms are Actionable or Non-Actionable, Based upon Pre-established Policy-driven

Criteria, Backup Job Schedule (Veritas NetBackup Admin), and/or Personal Judgement in

Coherence with Pre-existing Technical Knowledge

• Remotely Connect to Servers via Raritan to Restart Services and to Routers via HP Openview or

Telnet Command Prompt to View Logs for Outage Assessment (Power, Hardware, or Configuration

Change)

• Monitor Backup Job Progression, Confirm tapes are properly set

September 05-March 06 Adecco: Square D/Schneider Electric

Customer Product Information Technical Publications Group

Verification Specialist (Data Analyst)

• Organize Customer Product Technical Information Confirmed via Hardcopy Client Catalog and

Intranet Data Sources (several thousand rows per sheet)

• Input Updated Product URL paths into Excel spreadsheet

• Convert Image files from .tif to .jpeg format utilizing Adobe Photoshop 6.0 then transfer to FTP

network Drive

• Import and Burn Documentum Product Images on CDs for Staff and Clients

• Proofread Statements Before They are Published onto the Internet

June 05 –August 05 Modis: Cardinal Health: Infrastructure Support: Desktop Analyst

• Windows Builds, PC Images, and Workstation Deployment

• Rejoin Workstation to the Domain to Ensure Connectivity

• Physically Activate Data and Telephony Ports in Data Closets for New Users

• Diagnose/Troubleshoot and Replace Harddrives and CD/DVD ROM Drives

• Install Windows 2000 and corresponding service packs, patches, and updates

• Provide Permissions for Folders allocated for Office Templates

January 05-April 05 Durham Regional Hospital: Information Systems

IT Analyst (Network/Desktop Support)

• Windows Builds, Images, and Workstation Deployment

• Migrate End-User Accounts and Verify Group Membership Status within Novell Tree

• Ensure Workstation Network Connectivity (Ipconfig, Release and Renew IP Address)

• Install MS Applications and other Software Products

• Install Network Printers via PPP Connection for Novell Client Software (Swap out NIC Cards)

• Hardware/Software Configuration, Testing, Deployment

August 04 –Nov 04 Productivity Point International: GlaxoSmithKline: IT for Learning Technical

Operations

Systems Analyst

• Systems Administrator for Training Coordinators, Students, Instructors utilizing the MyLearning

System a Web Based E-Learning system (built on Docent/SUM Total Technology run via 2000/XP)

• QA Tester/Developer for Release 4.0 – Verify Accurate Application Functionality

• Approve/Deny Domain Access for End-Users (Students, Teachers, and Course Owners)

• Build and Publish Web-Based Course Material utilizing Docent Outliner

• Transfer Course Files onto Demo and Production Servers via Mapped Locations

• Edit Referenced Weblinks to Point to Correct URL path

June 04 – August 04 ITI Consulting: Durham Regional Hospital/Duke Medical Center

IT Trainer Information Systems: Groupwise/Lotus Notes Conversion Project

• Provide one on one Training for End-Users including a thorough Question and Answer Session

• Coordinate and Schedule Training Sessions both Independently and as a Team

• Provided Training Materials/Technical Documentation in Hardcopy form

• Assisted with Web-Based Course Materials (Conduct Follow-up Appointments on a Daily Basis)

• Configure Lotus Notes Email Accounts for End-Users Migrated from Groupwise to Lotus Notes 6.5

(installed on Client Machines) and iNotes (internet-based Lotus Notes)

(Ensure Proper Data File Placement/Application Recognition)

December 03-March 04 Carolina Summit Healthcare

Systems Analyst

• Technical Writing (create, modify, maintain End-User Documentation)

• Install new software releases and Hardware upgrades/updates within Windows 2000 Environment

• Windows Builds, Images, and Workstation Deployment

• Resolve software/hardware related problems (desktop systems/network devices)

• Administer Server tape backups, Format/Reimage Hard drives

• Maintain server event log files, SPAM filter, Hardware/Software Inventory

• Monitor server’s system configuration/performance, (Outlook/Exchange 2000)

• Administer Group (security) Policy in Active Directory

• Map share drives for access to system resources (time keeping system, documents/data files)

• Telephony support (voicemail/(ACD) PBX)

• Virus Protection, Research/test Disinfection methods

• Utilized Excel to Document User Incidents, Record Internal Policy Regulation, and Track Hardware

Maintenance Occurrences

July 99-July 03 Electronic Data Systems (EDS): USPS Postal Account: Raleigh, North Carolina

(May 02-July 03) Request Management First-Level Hardware Support

Help Desk Coordinator (also during July 99-Jan 01 IBM POS)

• Hardware, Software, Network Support for Mobile Data Collection Device

and IBM/NCR Point of Sale (POS) Systems in 24 x 7 environment

• Perform diagnostics/troubleshoot to determine/resolve problem (user error, hardware related, or

connectivity)

and Document trouble tickets. Communicate ticket status/resolution to customer

• Network support for Ethernet (Associated Office Infrastructure), Dial-up, VSAT systems.

• Escalate part replacement to vendor (Lockheed Martin)

• Assist users to configure TCP/IP & Dial-up settings in Windows 2000 environment (WINS, DNS, and

Gateway)

(Jan 01-May 02) Security Management: Second-level Network Support

System Administrator

• Administer IDs for 85 national NT based domains for servers and workstations.

• Create, Delete, and Modify user account access in an NT/Novell Environment. (Allocate user log on

rights.)

• Verify workstation network connectivity via ping test command.

• Establish user/workstation group membership status.

• Conduct CPU/terminal recovery process. Delete/re-add CPU to domain/resynch the BDC to the PDC.

• Migrated user accounts from NT/Novell to Windows 2000 (ACE Server) environment.

• Maintain (AD) active directory infrastructure for (VPN) virtual private network accounts

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