Level 1 Engineer
Resume:
Tracy Johnson
Unit **
Merrillville, In 46410
**************@*****.***
Career Profile: Successful graduate, with a Master’s of Science in Information Assurance, seeking opportunity to build and grow my knowledge to further my skill set and experience to achieving the goals and objectives of the organization.
Summary of Skills:
●Ability to build relationships with staff, vendors, and customers
●Strong Technical Aptitude, Analytical and problem solving skills with applications, workstations and User Life Cycle Management
●Patience and perseverance for pursuing the problem till the reason has been exposed.
●Strong organization skills with the ability to multi-task
●Drive and swiftness to pick up and learn new things quickly
●Working towards a CompTIA Security+ certification
●Develop positive relationships with customers, vendors and colleagues
Technical Knowledge:
●Proficient in the use of software like Service Manager, Salesforce, Oracle SQL, MS Office Professional Suite, RSA, Checkpoint, WebEx, and Cisco Jabber, Active Directory, Exchange, SharePoint, Windows XP/7//8/10, Citrix, VMWARE, SAP R3, Internet Explorer11
●Experience in the use of Hardware like Printers, Cisco technologies, Dell Hardware, and Mobile Devices
●Experienced with FTK, Vontu and sys logs
Educational Qualifications:
●Masters of Science degree in Information Assurance from Davenport University in 2011.
●Bachelor degree in computer networking security from Davenport University in 2009.
Professional Experience:
VAUTO, Oakbrook Terrance, IL
2016 to present
Level 1 Engineer
●Currently working on an extensive conversion project with short deadlines
●Support with FTP file drops using applications such as FileZilla
●Review and compare raw data files
●Software support on front end and back end tools for all dealerships within the United States and Canada via phones, emails or remote
●Mobile application support
●Organize and maintain tickets according to priority in Salesforce
●Oracle SQL coding on back end tool
●Use of DB1 and DB2 for troubleshooting export and import issues
●Collaborate with major 3rd party vendors such as Homenet, IntegraLink, and AutoTrader
●Provide exceptional support to end-users for 1st call resolution of customer concerns
Dow Corning Corporation, Auburn, MI
Helpdesk Technician
2014 to 2015
●1st level support within Service Manager for a 1
●SME in the areas of security, SAP, Outlook 2013, and Cisco Jabber and WebEx
●Monitoring emails and taking phone calls from customers on a 24x7 basis
●Diagnose and resolve technical hardware and software issues on 1st call resolution
●Working with other groups to identify and mitigate top hitters and gaps in scripts and procedures
●Monitoring major/high incidents and following the incident response procedures
●Running/organizing weekly team meetings
●Updating and training other team members for any areas in my SME role
Dow Corning Corporation (Adecco Engineering &Technical), Auburn, MI
Security Analyst
2011 to 2014
●ULCM (User Life Cycle Management) – Account creation, deletion and maintenance for the following systems: Active Directory (Exchange), SAP user and group accounts (multiple systems), Clarity, ACE Database (remote access)
●Create/ maintain access for user in different domains in Active directory and in SharePoint.
●Monitoring multiple group inboxes (Active Directory lock accounts, SAP Security, Remote Access, User registrations, terminations), trouble shooting/resolution on Service Center Tickets
●Assigning a Vulnerability assessor to perform the VA on projects.
●Performed U: drives and PST pulls and decrypting hard drives/provide support in active investigations for the VP of Global Security and legal dept.
●Performed email Key word searches for active investigations
●Participated in Forensic project/building of forensic procedures
●Monitored/investigated Bandwidth spikes on Network
●2nd/3rd level support on all tickets within in helpdesk, security and forensics.
Dow Corning Corporation, Auburn, MI (Davenport University Internship)
Security Analyst
2009 to 2011
●ULCM (User Life Cycle Management) – Account creation, deletion and maintenance for the following systems: Active Directory (Exchange), SAP user and group accounts (multiple systems), Clarity, ACE Database (remote access)
●Create/ maintain access for user in different domains in Active directory and in SharePoint.
●Monitoring multiple group inboxes (Active Directory lock accounts, SAP Security, Remote Access, User registrations, terminations), trouble shooting/resolution on Service Center Tickets
●2nd/3rd level support on all tickets within in helpdesk, security and forensics issues
Certifications
CEB learning and Development Training – People Soft Skills Completed April 2016
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