Customer Service Management
Resume:
Casonya Hunter
***** ****** *****, #**, ************, FL 32218 Cell: 904-***-****, 904-***-**** ********@*********.***
OBJECTIVE
To obtain a position in Information Security/Cyber security.
PROFILE
Dedicated, skilled Information Management graduate with over 15 years of hands-on technical experience in training, testing and professional environments. Strengths in Windows, mainframe, and mid-sized computer environments… Self-directed, adaptable, and ability to learn new technologies quickly and thoroughly… Excellent communication, customer service, and troubleshooting skills … Driven to meet deadlines with a team-play attitude
TECHNICAL SKILLS
Citrix Server, Oracle, Apollo
Windows XP/Vista/7/NT
TCP/IP, DNS, WINS, DHCP
Networking, Technical Support
Windows Server 2003, 2008
LAN/WAN/Star/Ring
Network Administration
Microsoft Office Suite, MS Outlook
Active Directory
Website Design, Data Capture
Filenet P8, Visual Basic, Adobe Acrobat, Websphere, Cloud Computing
Hubs/Switches/Routers
Data Entry, 10 Key, Imaging
IBM, Macintosh Apple Computer
Basic Computer Hardware
Louts Notes, Domino Admin
CRT, CICS Systems, Novell IDM, Novell, AS/400
Infinium system, Siebel
Norton/Symantec Ghost
HP SAN, NAS, IBM Tivoli
Cognos, Teradata, Mainframe
MS DOS, Unix, Linux
Cosima, Remedy
Cisco, IBM I-Series, DB2, Data Studio
Identity Access Management, CyberArk
NetCool, Cacti
Firewalls, Juniper
Sharepoint, Peoplesoft, Deltek
Hummingbird/Data Warehouse
EDUCATION
Webster University (2012), Jacksonville, FL Master of Arts Information Technology Management
Jacksonville University (2005), Jacksonville, FL Bachelor of Science Degree in Computer Information Management
Florida Community College, Jacksonville, FL Successfully completed Computer Information Courses
PROFESSIONAL HISTORY
Bank of America, Jacksonville, FL 2015 IT Security Specialist
Protects system by defining access privileges, control structures, and resources.
Recognizes problems by identifying abnormalities; reporting violations.
Implements security improvements by assessing current situation; evaluating trends; anticipating requirements.
Determines security violations and inefficiencies by conducting periodic audits.
Upgrades system by implementing and maintaining security controls.
Keeps users informed by preparing performance reports; communicating system status.
Maintains quality service by following organization standards.
Maintains technical knowledge by attending educational workshops; reviewing publications.
Contributes to team effort by accomplishing related results as needed.
Monitor IAM systems (CyberArk) to identify incidents and risks that may impact performance.
Worked collaboratively with other departments in the design and implementation of audit, risk assessment and regulatory.
Experience administering Windows and Linux Servers
Experience with CyberArk Privileged User Management
Account management on various platforms such a Windows, UNIX, Active Directory, LDAP, network devices, databases and storage systems.
Troubleshoots, access provisioning, deprovisioning errors and process execution failures of CyberArk.
NTT Data Inc, Jacksonville, FL 2014 – 2015 Application Software Development Consultant
Maintenance of multiple applications within various in house testing environments
Installs software remotely for clients sites both in test and live production environments.
Installation of Websphere builds, DB2 database changes, and creation of patches onto Windows, Unix, IBM I-series, AS400, SQL & cloud computing environments
Manage relationships with healthcare & hospital vendors about software system design, software upgrades, revisions and customizations/configurations.
Installation of software upgrades for Optimum product line running under WebSphere
Consult with technical staff to develop specifications and performance requirements and resolve customer problems
Develop ongoing analysis for upgrades and new functionality
Store, retrieve, and manipulate data for analysis of system capabilities and requirements.
Developing scripts for automation of software installation and/or software testing.
Software development and/or testing utilizing relational databases on UNIX / Windows platforms.
WebSphere Application Server installation and support.
Winn-Dixie Corp, Jacksonville, FL 2013 - 2014 IT Technician 2
Operate software delivery system daily to distribute updates to retail systems.
Maintain a high degree of customer service and adhere to all service management principles.
Ensure all updates follow proper testing and piloting procedures.
Monitor network devices, and servers using supplied software tools and defined processes.
Update change/problem management system and perform software installation
Creation, management and deletion of identities in regards to access or entitlements
Customization of POS, Thin-client workstations, mini computer software, Kiosks in advanced troubleshooting in the opening and closing of retail locations.
Provide technical assistance to field support teams during new store installs and customizations
Utilize multiple software ticket tracking systems to track problems
Produce reports on a regular basis to internal users and clients.
Schedule and monitor batch jobs using supplied software products.
Dispatch vendors for required maintenance and ensure timely resolutions are provided.
Maintain relationships with senior business and technical teams.
Bank of America, Jacksonville, FL 2012 - 2013 Senior Engineer/System Analyst
Maintain a high degree of customer service and adhere to all service management principles.
Expertise in providing end to end solutions for all NetApp storage environment including troubleshooting and maintenance.
Move multi protocol SAN switches (FC, iSCSI, FCIP) such as the Cisco 9500 series of directors.
Working on the migration of the SAN from Fiber Channel to iSCSI protocol, which will include the use of Gig Ethernet, TOE, and iSCSI HBAs for host to SAN connectivity.
Latest implementations of products used for the virtualization of the Storage Area Network.
Implemented multiple assignments, installed and configured Data ontap storage, application software, and hardware and administrated of Data OnTap and experienced on VMware and Virtual ontap
Monitor network devices, and servers using supplied software tools and defined processes.
Analyze software generated alerts and emails using knowledge of operating system software, network topology and learned experience.
Competent with Netapp and EMC technology related to Wintel based platforms: Example served as a Team Lead for SAN host migration project, moving from CX Clarion to SAN Fabric array DMX. Tasks, included upgrading the EMC San Stack on all servers migrating from Data Center locations and identifying issues with the hardware and drivers to accommodate the new stack to new Fabric
Produce reports on a regular basis to internal users and clients.
Schedule and monitor batch jobs using supplied software products.
Interpret client job requirements and develop schedules using job and time dependencies.
Analyze job failures, develop scheduling solutions, and ensure the jobs are completed to client specifications.
Wells Fargo, Jacksonville, FL 2011 – 2012 System t Analyst
To provide 1st touch resolution support clients and customers queries via email.
Maintain a high degree of customer service and adhere to all service management principles.
Monitor network devices, and servers using supplied software tools and defined processes.
Analyze software generated alerts and emails using knowledge of operating system software, network topology and learned experience.
Utilize multiple software ticket tracking systems to track problems
Produce reports on a regular basis to internal users and clients.
Schedule and monitor batch jobs using supplied software products.
Interpret client job requirements and develop schedules using job and time dependencies.
Analyze job failures, develop scheduling solutions, and ensure the jobs are completed to client specifications.
Escalate to technical specialists and follow-up until the problem is resolved.
Monitor the data center facility and environmental equipment to ensure a 7 / 24 availably of the data center
Develop, create and publish reports for clients and our customers
Maintain relationships with senior business and technical teams.
Savannah River Nuclear Solutions, Aiken, SC 2009 - 2010 Engineer
To provide 1st line technical support; answering support queries via phone, email and fax
To maintain a high degree of customer service for all support queries and adhere to all service management principles.
Escalate issues to second level support as required based on defined customer Service Level Agreements
Utilize multiple software ticket tracking systems to track problems
To take ownership of user problems and be proactive when dealing with user issues.
Respond to enquiries from clients and help those resolve and hardware or software problems.
Support users in the use of Computer equipment by providing necessary training and advice.
Analyze job failures, develop scheduling solutions, and ensure the jobs are completed to client specifications.
To arrange for external technical support where problems cannot be resolved in house.
Desktop operating systems, various software applications and basic hardware for the PC; principles and
theories of network systems and management; Internet technologies and products.
Diagnoses and resolves end-user network or local printer problems, PC hardware problems and
Mainframe, UNIX, Linux, oracle, e-mail, Internet, dial-in, vpn, and local-area network access problems.
Implementation and administration of various applications products
Creation, management and deletion of identities in regards to access or entitlements
Conversion & management of NTFS permissions, FAT32 file
NAS migrations, Backup & Recovery
Identity and User access management through Novell IDM, AD accounts
T-Systems, Jacksonville, FL 2009 Data Center Operations Specialist
Monitor network devices, and servers using supplied software tools and defined processes.
Analyze software generated alerts and emails using knowledge of operating system software, network topology and learned experience.
Escalate issues to second level support as required based on defined customer Service Level Agreements
Utilize multiple software ticket tracking systems to track problems
Produce reports on a regular basis to internal users and clients.
Schedule and monitor batch jobs using supplied software products.
Interpret client job requirements and develop schedules using job and time dependencies.
Analyze job failures, develop scheduling solutions, and ensure the jobs are completed to client specifications.
Escalate to technical specialists and follow-up until the problem is resolved.
Monitor the data center facility and environmental equipment to ensure a 7 / 24 availably of the data center
Develop, create and publish reports for clients and our customers
Maintain relationships with senior business and technical teams.
Citibank, Jacksonville, FL 2007 - 2009 Information Security Analyst
Provisioning and Password Self-Service functions including software access
performs the lead role in training new employees and consultant to others in the security systems
Manages relationships with vendors providing account provisioning functionality
Functions as the technical data security expert for user access within various mainframe & LAN systems, AD accounts
provides a reporting and monitoring function of IS issues independent of the businesses to the boards of directors and fulfills Citigroup’s regulatory and legal reporting requirements
PCI Compliance and group policies implemented
produces the security plan template, risk assessment methodology, corporate policies and standards
produces standard training and awareness courses
Maintaining Accounts - This includes enabling of accounts and disabling of accounts at the manager’s request. When account issues are reported, ISA Mainframe performs trouble-shooting activities to resolve the issue
Data Segmentation, Data Security
Maintain relationships with senior business and technical teams.
Creation, management and deletion of identities in regards to access or entitlements
Creation, management and deletion of local groups in windows Power Shell
Identity and User access management through Novell IDM
Wachovia, Jacksonville, FL 2006 - 2007 Analyst
Answered customer calls related to business process, procedures or product functionality; manually run
test scripts for online applications as it relates to electronic Employee Reimbursements via XMS and
FAEMS systems and Visa Corporate Card questions or problems
PCI Compliance and group policies implemented
Utilized Internet and desktop related tools and software; logged tickets for 50+ internal customers into a
PICCT Production system, escalating system issues to higher technical Tier if necessary; interfaced with
end users to provide online support with expense applications
Manually test scripts in EMS/FAEMS applications through windows Power Shell
Maintain relationships with senior business and technical teams.
The Computer Merchants, Jacksonville, FL 2006 Migration Technician
Configured PC, setup software; built, troubleshoot, repaired, installed, modified desktop/laptop
workstations
Installed Hubs, Switches, and Routers
Responsible for the deployment of new Windows workstations including imaging, data migration, data
segmentation and hard drive erasure; worked with clients to roll out new PC’s and equipment to major
corporate offices
Conversion & management of NTFS permissions, FAT32 file
NAS migrations, Backup & Recovery
Tester for roll out of PC hardware and software applications
Georgia Pacific/Unisource, Jacksonville, FL 2001 - 2006 Computer Imager/Vendor Management Associate
Performed document imaging; backed up System Admin on Filenet and Kofax systems on occasion
Worked closely with vendors to perform set up or change maintenance of vendors, bankruptcy, 1099, and
research using the Infinium system; on occasion backed up Customer Support by logging tickets into PICCT
Tester for Kofax systems applications
Data Segmentation & Data Security of customer information
Contact this candidate