Systems Analyst

Charlynn Hedgepeth-Barbee

Apex N.C. ***** 919-***-**** ***********@*****.***

Summary

Bilingual, self-motivated and a quick study; I can be an asset to any team I'm given the opportunity to work with or lead when asked. Equipped with a strong moral compass and a great work ethic; I am looking for a career change that will allow me to demonstrate and make the most of my current skills in the IT arena; as well as create and hone new skills that are sure to be granted by the ever-progressing field of Technology.

Education

ITT- Tech Technical Institute Cary, NC 9/2014-9/2015

Degree: Assoc. in Network Security Administration

Graduation Date: September 2015 GPA: 3.94

Winston Salem State University. Winston-Salem, NC. 8/2005-5/2011

Degree: BS in Information Technology.

Graduation Date: May 2011

Core Classes and Skills

Citrix/Cyberark Servers/Domain Mgmt. Problem Solving/Critical Thinking Skills

SNow/TSRM Proficient in Spanish WAN/LAN Knowledge

RSA Management Console Cisco Clean Access DNS/Active Directory Configuration

Ticket Resolution ITIL Trained System/Network Administration

Network Maintenance Internal Networking IP Addressing/Subnet Masking

Avaya and Soft Phone Network Troubleshooting Java Programming and Debugging

Microsoft Office VM Ware/Dame Ware Software Deployment Tools

SQL, XML, HTML, CSS Excellent Team/Leader Database/Mainframe Administration

Experience

IT Analyst, WellPoint/Anthem Project-HCL America, Cary, N.C. 27502

Dec 2014 to Present

•Access the Active Directory Users and computers snap-in to verify clients are members of Anthem, and check their group access.

•Use DameWare to remote in to a client's computer to better assist the client when necessary.

•Access the Desktop director to manage the virtual machines that are used by most off-shore clients.

•Used EDPM, DARS, and Marumba Lite to push applications and software to clients once requested and approved.

•Used the command prompt to flush DNS or renew IPs to assist with possible network issues.

•Configured computer/internet settings for a B2B connection with client to be able to assist all the client's consumers.

•Use the RSA Security Console to access user accounts for clients who have issues accessing the VPN or logging into Cyberark, to issue new temporary secure ID token codes.

•Document all incidents using the SNow or TSRM ticketing system.

•Access the Cyberark password vault everyday to retrieve the newly issues password for elevated account.

•Walk clients through how to request access to Cyberark or other applications via Request IT.

•Affectively and efficiently navigate up to 6 mainframes and 3 databases to manage and assist users with accounts when needed.

•Advise team members in alternative solutions to IT problems to increase FCR and decrease AHT.

•Setup computer systems at workstations on WellPoint/Anthem project complete with Avaya phones and dual monitors.

•Receive and resolve level-1 and advanced level-2 Helpdesk issues in a timely manner.

•Think critically using problem solving strategies to resolve incidents quickly and permanently.

•Maintain a courteous and polite demeanor while communicating with clients via telephone and chat.

•Troubleshoot, isolate, resolve and document all issues the clients are in need of assistance with.

•Verified and managed agent access for three sites

•Input and organized excel spreadsheets with information collected

•Scheduled and verified breaks and lunches for the night shift.

•Advise team members in alternative solutions to IT problems to increase FCR and decrease AHT.

•Setup computer systems at workstations on WellPoint project complete with Avaya phones and dual monitors.

•Receive, document, and resolve advanced level (ATS) Helpdesk issues in a timely manner.

•Maintain a courteous and polite demeanor while communicating with clients via telephone and chat.

•Troubleshoot, isolate, resolve and document all issues the clients are in need of assistance with.

•Verified and managed agent access for three sites, then input and organized excel spreadsheets with information collected; also scheduled and verified breaks and lunches for the night shift.

Truck Driver (Mentor/Trainer), Class A CDL, Tontitown, AR

May 2012 to December 2014

•Train new cdl drivers on the safety precautions and procedures for handling a commercial vehicle.

•Monitor new drivers' driving and work hours to make sure they are operating within the federal guidelines and regulations.

•Write reports on progress and safety of the new driver.

•Teach driver how to read maps and keep log books.

•Quiz new driver on lessons taught, and answer any questions about the job.

•Advised new drivers on how to budget and plan for vacation and leave times.

•Be responsible for transporting different types of goods from distribution centers to customer location across the United States.

•Performed pre and post-trip inspections of the commercial vehicle everyday to make sure is was safe to operate.

•Planned out routes and fuel stop, to allot time for sleep and breaks but still arrive at destinations on-time.

•Maintained full and safe control of commercial vehicle in operation.

•Communicate possible delays in arrival times for all transported goods.

•Keep a detailed record of all hours in a log book to be verified if stopped by state patrolmen.

Apple IT Advisor, Apple iOS-Flex Project-ACS Xerox Company, Raleigh NC 27616

September 2011 to May 2012

•Trouble-shoot, isolate, and resolve issues with Apple's mobile devices by phone.

•Record all calls, as well as empathize with customers on technical issues.

•Maintain a pleasant and profession disposition with all customers.

•Stay abreast of new and emerging issues that arise with the iOS devices.

IT CoOp, WSSU, Winston-Salem, NC 27110

May 2007 to April 2008

•Imaged and setup new computers for deployment on campus.

•DBANned outdated computers to prepare them for retirement.

•Worked closely with students and staff to troubleshoot and resolve any issues that arose.

Computer Lab Technician, WSSU, Winston-Salem, NC 27110

May 2007 to August 2011

• Maintain computers/printers and monitor them for operational failures; correct or notify the IT department.

•Install software and hardware as directed by Lab Director.

•Clean computers and increase the speed and memory of the computers.

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