Customer Service Active Directory
Resume:
Robert L. Smith
Summary
IT Professional with over 20 years of experience in the Healthcare industry.
* ***** ** ******* ******* acute hospital IDM Security experience working in a dynamic, enterprise level environment deploying solutions and utilizing Microsoft Active Directory and Sentillion SSO for User Provisioning.
A strong oral and written communicator with demonstrated abilities in troubleshooting and problem-solving issues within a network, infrastructure environment with a high rate of success working in very high pressure and stressful environments.
Patient, curious, and fast learning individual with the ability to work independently, as well as within a team environment.
Efficient and effective in multi-tasking with strong interpersonal and communication skills.
Scope of responsibilities includes: Project Coordination and Management, Epic Security Build, Epic and Active Directory User Provisioning, Epic build migration using Data Courier, Chronicles reporting and importing, Information Security, compliance, facilitation, Access Management, and leadership in a fast paced organizational environment.
Technical Skills
Desktops and Notebooks:
Dell, IBM, HP Acer, Compaq, Sony.
Operating Systems and Desktop Software Applications:
Windows NT, Vista, XP Professional, windows 7 & 10 Various versions, Windows Server 2003/2007 versions, Microsoft Exchange 2003/2010, & 2012 and Active Directory 2012, Epic 2010/2012, SMS Server 2003, Share Point Server 2007, 2005 Virtual Server, XP, 2000, Microsoft Office 2003 - 2016 (Word, Excel, Visio, and Power Point, Outlook, OneNote, Publisher and SharePoint). NetIQ DRA9, DEV Admin Server
Business Applications:
CompuCom Service Now, Unicenter Service Desk, Project Network, Remedy, PDF Converter 4. Remote Applications: Citrix RSA\ACE Server, Dame Ware Mini Remote, Net Ops, and Vergenance by Sentillion, Forefront Identity Manager. ERAS Database system, Cherwell Service Management Version 5.10(5.10. 1412.6)
Clinical Applications:
Epic, Logician, Oasis, IDX/EPM, Mysis, Emstat, TXEN, One Staff, Image Now, and a host of others.
Experience
Energy Transfer, Houston, TX 04/2016 – Present
Identity Access Management Analyst
Identity and Access Management Analyst
Facilitate a multi-domain migration by providing support to end customers
Quickly learn how to manage a multi-domain Active Directory structure to provide support to internal customers
Powershell scripting to pull information from .csv files
Assisted with the responsibilities of senior staff and provided more time for future projects
Implemented Group Policy Objects (GPOs)
Ensured all changes to the Group Policy Objects (GPOs) under Active Directory (AD) were controlled and documented
LDAP queries for troubleshooting Microsoft Excahnge Server and its relationship to it directory.
Ensured GPO testing in a test environment was completed by engineering prior to GPO changes.
Worked with the testing engineers and verified test environment was as similar as it was feasible to the production domain; ensured continuity across each.
Understands concepts of Role-Based Access Control (RBAC), with experience in RBAC-related implementations.
Understands Identity and Access Management best practices, with exposure to IDM systems and tools.
AD (Active Directory) Account creation, management and termination
Exchange Mailbox creation, security and termination
Distribution List creation, security and removal
AD (Active Directory) group creation, security, and termination
File Share Security creation, permissions and removal
Limited application security (notably Flowcal and iRequest).
Provided escalation to Tier IV suppor
Supported the full lifecycle of a Microsoft Operating Systems (OS) for Servers
Used Remedy in the recording of work done in trouble tickets, Change records, and Work Orders
Ensured all production changes were documented and approved through the CCRM Configure servers and backup devices per DHS standards; utilized the approved naming conventions, Active Directory Organization Unit (OU) management for new servers, and ensured all security updates were installed prior to deployment
Provided support and administration of the Agency Active Directory (AD) in a Windows 2008 Server distributed environment
MD Anderson Cancer Center, Houston, TX 01/2016 – 04/2016
Epic Support Technician
Responsible to MDACC under the OneConnect Command Center (Epic Migration) for receiving and triaging incoming Epic related calls and routed to the appropriate areas of responsibility for fast and immediate resolution.
Assists customers and customer departments’ support personnel in resolving complex hardware, software, integration, and operating system-level problems in the desktop environment including but not limited to:
oOn-site asset installation, problem diagnosis/resolution and advisory information for desktop assets.
oPerforms refresh functions as assigned.
oResolution of issues may include operating system programming, software configuration, and hardware adjustments.
Identifies problems, applies optimum solutions and communicates the resolutions to the customers, management and other support personnel.
oThis includes independently making recommendations on additional hardware and software within institutional guidelines to meet unique customer needs.
Owns assigned issues, maintains complete, accurate and up-to-date incident tracking information via institutional incident ticketing system through the lifespan of assigned issues, escalates to appropriate support departments where appropriate and follows up with those departments until a solution is found and customer satisfaction has been determined.
Participates in 360 evaluations as requested.
Fully participates in training plan as appropriate to position title.
Trains additional staff on the proper procedures for appropriately triaging of incoming calls to the OneConnect (Epic) command center.
Texas Children’s Hospital (TCH), Houston, TX 12/2002 – 04/2015
The largest pediatric hospital in the United States, TCH is a worldwide leader in the diagnosis and treatment of childhood diseases. As a member of the Information Services Customer Service Center the following outlines the positions held, job requirements, and achievements/accomplishments attained while serving in those particular roles.
IS Epic Project – Systems Analyst Sr. (Epic Security Team) 07/2010 – 04/2015
Responsible for User Provisioning access for all development environments and production in Active Directory, Epic, and Single Sign-on accounts.
Created and updated Epic Security related documentation for various facets of Epic provisioning process.
Trained staff on the functions of the Security modules associated with the day to day provisioning processes.
Assisted with the creation and implementation of the Epic Security Matrix associated with providing the appropriate security template to match individual job roles as well as all phases of go-live implementation and upgrades.
Introduced the successful Epic Security Attestation process to Epic UGM conference in 2014 and then implemented similar processes organizational wide to the Texas Children’s Hospital environment.
Migrated build objects from test environments through change control process to production environment.
Assisted end-users with sometimes complex issues and troubleshooting to a degree of satisfaction.
Coordinated and implemented training plans for Account Management team to become more efficient in the use of Epic security module to better provision end-user security.
Provide Security Build support to team members on implementation and production support teams.
Efficient with import specifications and modification of User Security through import processes.
Provided delivery of applications support services to customers throughout TCH environment.
Supported and maintained Epic Access to Epic application and assisted with Revenue Cycle access for appropriate staff.
Responsible for the proper training and development of all Help Desk and/or technical support staff and affiliates to include proper written documentation of training documents as well as detailed break fixes related to Epic Security module.
Recorded and maintained customer communications in automated system of proper resolution of issues and concerns.
Served as a system resource during system implementation for installations, upgrades, and system maintenance.
Continued self-improvement through Epic user web towards becoming Security and Ambulatory certified.
IT Access Management Analyst/Team Lead II Texas Children’s Hospital 4/2007 – 7/2010
As the team leader for the access management team, provided leadership and guidance to a team of four individuals in the day to day processing and operations of the Account Management department within the IT Customer Service Center.
Provisioned and administered Windows user login accounts, which entail utilizing Active Directory Users and Computers in a Microsoft Windows Server 2003 environment as well as Sentillion Provisioning utility and Forefront Identity Manager as well as Clinical Application user login accounts, which include:
oLogician, Oacis, IDX, and Misys.
Provisioned and administered Active Directory resources, which include: Drives, Folders, and user Groups, Exchange Server 2003 resources, which include:
oCalendars, Mailboxes, and Email Distribution Groups and Citrix Remote Access user login accounts, which entail utilizing Citrix RSA/ACE Server 5.21.
Develop departmental process and procedures, which entail encouraging team discussions regarding processes, time management, and best practices.
Utilize The Project Network to implement new projects, generate topics of discussion via meeting agendas, and assign all project next steps accordingly.
Administrator of the Accounts Management and Privacy & Information SharePoint and Connect web sites to publish up to date information regarding information and access issues/concerns.
Supervised a team of 8 Help Desk Analyst for the Information Services Help Desk on the day to day operations of the call center while performing Help Desk level 1 and level II support to hospital end users, which include:
oResolving Windows and clinical login account issues, configuring new Outlook client email, and troubleshooting issues with printers and software applications.
Assists customers and customer departments’ support personnel in resolving complex hardware, software, integration, and operating system-level problems in the desktop environment including but not limited to:
oOn-site asset installation, problem diagnosis/resolution and advisory information in the use of desktop assets.
oPerforms refresh functions as assigned.
oResolution of issues may include operating system programming, software configuration, and hardware adjustments.
Identifies problems, applies optimum solutions and communicates the resolutions to the customers, management and other support personnel to include:
oIndependently making recommendations on additional hardware and software within institutional guidelines to meet unique customer needs.
Participates in project assignments as needed within an operational environment.
Maintains project flow and is responsive to institutional needs of the customer.
Owns assigned issues, maintains complete, accurate and up-to-date incident tracking information via institutional incident ticketing system through the lifespan of assigned issues, escalates to appropriate support departments where appropriate and follows up with those departments until a solution is found and customer satisfaction has been determined.
IT Help Desk Analyst SR Texas Children’s Hospital 12/2002 – 04/2007
Supervised a team of 8 Help Desk Analyst for the Information Services Help Desk on the day to day operations of the call center while performing Help Desk level 1 and level II support to hospital end users, which include:
oResolving Windows and clinical login account issues, configuring new Outlook client email, and troubleshooting issues with printers and software applications.
Assists customers and customer departments’ support personnel in resolving complex hardware, software, integration, and operating system-level problems in the desktop environment including but not limited to:
oOn-site asset installation, problem diagnosis/resolution and advisory information in the use of desktop assets.
oPerforms refresh functions as assigned.
oResolution of issues may include operating system programming, software configuration, and hardware adjustments.
Identifies problems, applies optimum solutions and communicates the resolutions to the customers, management and other support personnel to include:
oIndependently making recommendations on additional hardware and software within institutional guidelines to meet unique customer needs.
Participates in project assignments as needed within an operational environment.
Maintains project flow and is responsive to institutional needs of the customer.
Owns assigned issues, maintains complete, accurate and up-to-date incident tracking information via institutional incident ticketing system through the lifespan of assigned issues, escalates to appropriate support departments where appropriate and follows up with those departments until a solution is found and customer satisfaction has been determined.
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