ALAN ROSEN 303-***-**** acwwoc@r.postjobfree.com Aurora Colorado

SUMMARY

** ***** ** ********** ** the IT industry, broad view of IT, Top secrete DOD clearance

Knowledgeable BMC Remedy, Snow Ticketing System, ITIL processes

Supported large amounts of clients and completed large projects

Knowledgeable about MS Office Applications including Excel, Word, and Outlook

Roles - Systems Analyst, Desktop, Project Management, Customer Service, Trainer, Technical Writer

SKILLS

Ticketing: ITSM, ITIL, BMC Remedy, BMC Admin, Foundation loads, Adhoc reporting, Snow, Tivoli

PC\Application Deploys and Management: Imaging- Altiris, NextXDgen, Windows PE/SSCM, SCCM Manager Console, SCCM Deploy Workbench,, Asset Management: ITAM, Asset Assimilator, Remedy Asset Management, Altiris, License file management, SSCM\SMS, Configuration Manager reporting, Snow Asset Management, Mobile Iron

Environments - Microsoft Office, Lotus Notes. Citrix, Mac, iPhone, Blackberry, Dell, Lenovo

PC Backup systems - Altiris and Connected, Iron mountain/HP Backup Agents

Trouble-shooting - Windows XP,7, Mac, Hardware (printers, routers, plotters, faxes), PC encryption, virus protection, DNS, remote access, Citrix, antivirus, firewall, web apps, browsers IE, Goggle, network, router, email, Blackberry Manager, iPhone, Mobile Iron, scripts, agent software's, Office (Excell, Outlook, Word)

Admin tools - Exchange and ADUC Snap-ins (NT account creation, pc placement in DNS Groups, disabling accounts, removing, adding people to security groups, certificate management: PKI, PGP), Blackberry

Collaboration tools - Outlook, Microsoft IM, Live-Meeting, Share Point, EVCS

EDUCATION & AWARD

BA: Education, Minor: Computer Management, Metropolitan State College of Denver

Pinnacle Award, Joe Cleveland helped manage the Blaster Virus

EXPERIENCE

Blue Cross Blue Shield Desktop Tech March 2015 - present

5 fast paced call centers, executives, sales, developers, off site locations, work @ homes, several hundred deploys during enrollment with next day support, ticket queue, reclaims, data migration, projects, planning, 96.6 SLA met, Ghost products, Sccm Console/Workbench, Snow and Tivoli, Dell PC Certified, Mobile Iron Account Admin, IPhone/IPad Deploy, VPN Juniper, MacAfee/Virus/HIPS/Encryption

Kaiser Permanente Desktop Tech Oct 2014 - Dec 2014

Imaged/Deployed PC’s, NextXDgen, migrated data, BMC Asset management, Office 2013, IPAD/Iphone Mobile Iron support, Active Directory, medical systems ekg, credit card readers, ticket queue, Lotus

Kohl's Desktop Tech Jul - Aug 2014

Pen Pad POS replacement, re-wired workstations, installed and tested

Epsilon Desktop Tech Oct - Nov 2013

Altiris Image rollout/refresh PCs weekly, Added solid state drives, Loaded custom software, Migrated user data, Pc's into active directory and DNS areas, Altiris asset management/app deploy, Semantic virus protection, iPhone, iPad, Printer/pc maintenance, Heat ticketing queue

Wagner Power Tools Aug Desktop Tech Sept 2013

Ticket queue, remote and local, PC/Printer management, Fixed screens/keyboards on IBM think Pad

Alcohol Mentoring Systems Desktop Tech Jul 2013

Imaging, troubleshot pc issues, handhelds, printers, software, virus, VPN, asset management, tickets

Social Security Administration Desktop Tech Jun 2013

Datacenter and PC moves, cabling, 300 employees

Defense Information Systems Agency US Government Systems Analyst Feb 2012 - May 2013

BMC SaSS Remedy and Sustainment: Rolled out 2,500 users - facilitated local Points of contacts, used BCM 7.5 administrative tools, Loaded foundation data, managed technician/support desk accounts and permissions for Incident, Problem and Change Management, created groups and group roles, PRODcats, OPcats, Excel analytics, advanced troubleshooting, ticket queue, trained others, documentation, ADHOC Remedy reporting, monitored server performance, project manager, server monitoring

Lockheed Martin Company Systems Analysts 2000 – 2012

2007 - 2012 Back Office: Connected Backups Manager for 6000+ users, Managed Support Center accounts, client software rollouts, data recoveries, licenses, advanced technical support, pc refreshes/retirements, Technical writing, script troubleshooting, facilitated projects with teams, migrated 2200 users, asset management, process creation and improvements, analytical tracking using Excel, Standard Operating Instructions documentation, troubleshot SSCM installs and node issues, registry fixing, Configuration management, executive support for 133 executives

2000 - 2007 Enterprise Helpdesk/Desktop: troubleshot many IT products, hardware, web apps, services, Executive Blackberry SPOC, Tier 2 VPN Remote Access/Email support, maintained documentation, ticket queues, trained others, Win 7 migrations, pc/hardware repair, virus protection, network, Exchange Snap-ins, NT account Operator, Active Directory DL Creation/NT Account, certificate management, high FCR

I have 16 years of IT experience. In that time, I have encountered and supported numerous IT products and PC systems and can easily transfer those skills to support your needs. I have completed and led large projects. With that I had to plan, organize, and interface with different teams, including site leads, customers, and stake holders. For Connected, I managed 6000 accounts including a couple of hundred weekly new higher software deploys and pc refreshes. With this management, I had to closely manage licenses, confirm software installs, verify backups, figure out hundreds of delinquents, manage closely executive backups and troubleshoot SCCM deploy issues. In addition I managed a migration of 2500 users from one server to another. For DISA I helped rollout a BMC remedy ticket taking system for the U.S. Military services. Each with their own IT helpdesks, IT groups and IT products. I had to determine the IT infrastructure, products and tech groups of the different U.S, military units. I interfaced with groups, and leads. I also helped maintain a training environment for the trainers that mirrored production. Also did advanced troubleshooting and knowledge management. I have also done formal trainings for others and have written Standard Operating Procedures. Currently I have a top secret DOD clearance that will need to be reopened.

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