Immanuel S. Nah

OBJECTIVE

To provide software and networking support to customers, and efficiently resolve their technical issues.

EXPERIENCE

BTSC Senior Support Analyst II 10/11/2018 - Present

Old Republic National Title Insurance Company

Promoted to Tier 2 upon demonstrating merit customer service and technical skill achieved through consistency and maturity.

Monitor Incident Queue – for Tier 2 incidents, critical Service Outage Alerts (SOA)

Proactively Monitor Phone Queue – must login to take calls, and offer assistance to Tier 1 on a call

Proactively Monitor Provisioning Tasks – processes terminations and new hire requests, incident and security access requests via Service-Now.

Tier 1 Escalation point – assist with walk ups and via Microsoft Teams.

Knowledgebase – contribute, edit and publish, articles.

Applications Supported: Mitel Communicator, O365 (Microsoft Outlook, Microsoft Word, Microsoft Excel, Microsoft PowerPoint, Microsoft Teams), Kofax Power PDF, Adobe Acrobat Reader, Adobe Acrobat Professional, Internet Explorer 11, Google Chrome, Mozilla Firefox

Cisco AnyConnect Secure Mobility Client (VPN connectivity Client application), Citrix Receiver, Software Center

Title Insurance applications Support: Title Insurance Agency software, Real Estate Closing software

Operating Systems Supported: Windows 10 and MAC

Application and device management:

MobileIron - Mobile Device Management of iPads, iPhones, and various other mobile devices requiring secure access to corporate e-mail.

Bradford Networks - Network Access Protection for all hosts connecting to the corporate network.

McAfee ePolicy Orchestrator - hard drive encryption and anti-virus protection)

Citrix Management Console - rebuild UPM Profiles, Log users off disconnected Citrix VDI’s or hosted applications sessions.

Mitel Director - browser-based system management of VOIP and POE phones.

Monitoring and reporting

Splunk - search, analyze and monitor machine data from a variety of sources which include applications, web.

SolarWinds- network performance monitor tools that allows you to see if a firewall, router, switch, load balancer or node (office network comprising of phones, multi-functional printers, and computers.

Provisioning

Active Directory Users and Computers - create new network account for new hires, add/remove AD Group Membership.

Service-Now processing user application - perform access management and the fulfillment of application and security access provisioning through catalog tasks assigned to security provisioning group.

BTSC Support Analyst I 04/23/2018 – 10/11/2018

Old Republic National Title Insurance Company

Upon rehire with Old Republic National Title Insurance Company, I continued in my role as tier 1 Support Analyst, performing duties outlined under the Business Technology Support Center job description dated 11/19/2014 - 07/07/2017.

Help Desk Provisioning Analyst 07/17/2017 - 03/09/2018

Employer: CDI Corporation

Client: Ameriprise Financial

Perform access Management standard changes to facilitate requests for access on systems defined.

System Designations are Applications provisioning, Mainframe User Provisioning and Directory and specialized application provisioning

Assistance to continually improve processes with process owners for access management.

Provide process reports for compliance with audits for access management

Act as environment owner delegates for various applications, Partner with the application owner to create clear rules around granting application of system access and publish these rules for consistent use by all parties that are delegated

Monitor and facilitate access requests to ensure appropriate access is provided and delivered to end-user

Follow all documented guidelines ensuring the correct access is granted to the end user in a timely fashion

Follow-up with the user to make sure that access is in place

If access cannot be provided by policy, the agent will give the user a documented and agreed upon exception request used for service or escalate the request to the group documented in the knowledge base article

Document all processes and procedures associated with granting access in a centralized location

Work in ServiceNow® IT Service Management (ITSM) ticketing system to accept assigned work, document all work done and document work completed and results

BTSC Support Analyst 11/19/2014 - 07/07/2017

Old Republic National Title Insurance Company

Resetting Citrix-hosted applications and / or server logon sessions via the Citrix Management Console

Resetting VDI sessions and logging a user off a given server

Monitoring network Traffic and reporting downed nodes, and non-compliant hosts

Printer installation and troubleshooting for desktop / network / Citrix environments

Shoretel Telephony – Adding local prefixes and transferring extensions through the Shoretel Director web-based Administration interface

Shoretel Communicator – Installing Shoretel Communicator and configuring connection to Shoretel server

Mobile Device Management – provide iPhone, Android devices, iPads and other mobile devices access to corporate email/calendar/contacts

ServiceNow – creation, tracking and fulfilment of incident and service request to meet the needs of the business user.

User account administration for Old Republic Title web applications used by internal and external customers

Active Directory user provisioning

1.Create new user account (Shared folder, permissions, group memberships, application access, Exchange mailbox account and mail storage allotments)

2.Disabling user account for managed assets or permanent employees.

3.Reactivating user and computer accounts within a domain and migrating both user and computer accounts back into OU’s with active accounts.

4.Unlocking accounts and resetting forgotten or expired passwords for end-users

Providing support for the business user with 90% phone support

90% of technology needs are resolved by Support Center Analyst without the need to escalate

Assist customers with the retrieval of quarantined / email blocked as spam (Spam Manager)

Track and confirm the delivery of emails with Symantec Track and Trace

Troubleshooting Outlook send/receive issues, corrupted offline / data files

Providing PC setup for new employees

Troubleshooting mapped / shared drive availability

Troubleshooting Citrix authentication issues encountered by end-users

Providing wireless access to employees on company-issued PCs and non-company issued PCs

Troubleshooting website compatibility issues in different browsers

Troubleshooting Java security issues encountered with websites

Troubleshooting Windows OS and Desktop issues

Contract Work (Technical Service Specialist II) 03/11/2014 - 10/25/2014

Customer: RCIS (Rural Community Insurance Services)

Responsibility: I worked as a level 2 Technical Support Specialist at RCIS and provided technical support to internal customers, which includes to Crop Insurance Underwriting Specialists, Claims Specialists, Licensing Specialist, Crop Insurance Adjusters and external customers, which includes Crop Insurance Agents who sell plans of insurance provided by RCIS to producers (Farmers, Livestock owners, etc. …).

Provided remote PC assistance utilizing GoToAssist and Windows Remote.

Provided support for Microsoft Outlook and other Microsoft Office Suite of Products / applications.

Provided assistance with troubleshooting a wide range of printing problems that are intrinsic to Windows and sometimes specific to custom RCIS applications.

Provided troubleshooting for VPN connection issues to customers working remotely

Performed the installation and initial configuration of Microsoft Dynamics CRM Outlook add-in.

Provided escalation for SharePoint site issues.

Provided troubleshooting for an AS400 front-end (IBM Personal Communications iSeries Access for Windows).

Provided escalation to User-Provisioning in resolving user account access rights and permission issues.

Provided troubleshooting with authentication failures generated by end-users or triggered by auto-logon attempts by iPhone or iPad mail client apps attempting to authenticate to exchange with invalid or credentials that have not been updated.

Worked in conjunction with the Applications Support Team in resolving configuration changes caused by updates to custom RCIS applications, or data transmission problem encountered by the Crop Insurance Adjusters.

Provided support for a variety of applications comprising web-based applications published to RCIS websites and Wells Fargo websites.

Provided troubleshooting for Symantec Endpoint Protection antivirus and spyware desktop client software.

Provided Support for custom RCIS applications via Citrix XenApp

Unlocked accounts in Active Directory and provided password reset assistance for accounts with expired passwords.

Contract Work (Helpdesk Desk Specialist I) 07/30/2012 - 2/28/2014

Customer: TCF Equipment Finance

Project: I provided tier one helpdesk support to internal customers who comprise Account Managers, VP’s, Collections and credit officers, Capital Markets reps, and remote Sales reps.

Provided phone support for approximately 750 internal users

Approximately 60% phone support, taking 20-40 calls per day of level 1 support

Responded to incoming calls/emails/requests

Provided PC, Laptop and printer support or troubleshooting.

Provided support to VPN users

Performed imaging of new PC’s using Windows Deployment Services/Norton Ghost/USMT

Performed workstation deployments, software/hardware installs

Provided escalation for customers to tier 2 - 3 (System Administrators, Network Integrators, Network Administrators and Development Team)

Performed Technology moves

Printer Support

Served as a lead support person for printer related issues.

Install printer drivers

Install, troubleshoot printer issues at remote offices

Setup/replaced network printers

Decommissioned defective printer and placed assets in recycle

Setup replacement or brand new printer by entering assigned IP address, subnet Mask DNS Server address/IP

Printer Types/Categories

Network printers (switch connection)

Desktop printer (USB connection)

Provided technical support via phone and e-mail for TCFEF office locations in Ballwin, Missouri; Manteno, Illinois; Schaumburg, Illinois; and California, Troy, Michigan; Waterloo, Iowa; and New York TCFEF and Winthrop offices.

Performed installation, configuration and provided troubleshooting for the Cisco Array Networks SSL VPN Client

Diagnosed and documented e-mail issues and escalated to Microsoft Exchange Administrator.

Deployed Cisco VOIP phones upon configuration by Cisco phone Administrator

Configured Plantronics headsets for use with Cisco VOIP Phones

Contract Work (Helpdesk Technician) 06/29/2012 - 07/06/2012

Customer: TruStone Financial

Project: I provided tier one helpdesk support to 9 remote TruStone banking sites with occasional desk side support at the Plymouth, MN location.

Provided all the standard tier one helpdesk phone support for 180 users distributed across 9 sites.

Provided password resets and unlocking user accounts in Active Directory (Domain Accounts), and various 3rd party customer support, and document and imaging systems.

Provided PC, Laptop and printer support.

Provided Support for Windows XP Professional per user, utilizing MMC to manage Active Directory objects (Computers, Users and Groups, and Security)

Escalated technical problems beyond the scope of the Helpdesk to tier 3 (System Administrators, Network Assistants or Developers).

Contract Work (Field Service Technician I) 05/14/2012 - 06/11/2012

Customer: Paragon Development Systems

Project: I provided specialized Branch Conversion IT services for PDS (Paragon Development Systems) at various M&I Branches around the Twin Cities and parts of Wisconsin.

Provides documentation of pre-conversion procedure prior to BIOS update

Performed Bios update on all PCs/Laptops designated for conversion

Report BIOS update to command center and commence imaging

Monitor and provide status updates of imaging per display of Microsoft Configuration Manager on screen

Confirmed imaging is complete and proceeds with BI/TI testing.

Assisted employees with conversion procedures, identify, analyze, and resolve data migration or application failures (user data profile, Lotus Notes configuration, Printer configuration and selection and Open Span configuration), orders and replaces parts as needed in conjunction with escalation points.

Confirm that branch is balanced and report that imaging has been completed to the Data Migration Team

Assist Branch and CSR Manager with remainder of BI/TI Testing to conclude conversion.

Contract Work (Field Service Technician I) 04/21/2012 - 04/27/2012

Customer: CompuCom

Project: I provided specialized IT Services for CompuCom as a contract employee during a Corporate PC/Laptop refresh at McDonalds Regional Office in Bloomington, MN.

Performed maintenance, analyzed and repaired computer systems, hardware and computer peripherals

Provided documentation of maintenance, upgrades and replacements of hardware and software systems

Managed user account information such as share and NTFS permissions, security and systems groups

Trained employees, identified, analyzed, and repaired product failures, ordered and replaced parts as needed

Determined and recommended which products or services best suited to the customer’s needs

Utilized instructions and pre-established guidelines to perform the functions of the job

Worked under immediate supervision and reported to a project leader or manager

Contract Work (Desktop Support Technician) 04/16/2012 – 04/20/2012

Customer: CompuCom

Project: I provided specialized IT Services for CompuCom as a contract employee of Insight Global during a Corporate PC/Laptop refresh at U.S. Bank.

Duties:

Contact user to let them know that I am onsite and ready to begin their PC/Laptop refresh

Backup user data using a proprietary backup solution from Microsoft

Confirm Successful Backup

Remove previously used asset

Install new hardware (dual monitors, docking station, etc.…)

Restore user data using proprietary backup solution from Microsoft

Confirm successful restore

Configure Lotus Notes

Contact 1.5 for Manual application install

Obtain signed user acceptance

Decommission old PC/Laptop

Volunteer Work Experience 2008 - 2012

Client: Marcus Jarvis & Associates, LLC. Brooklyn Park, MN

I provided desktop support services per the specific PC Hardware/Software needs of the end-users at Marcus Jarvis Associates law offices, as they did not have a dedicated IT staff for their business.

Performed troubleshooting on-site and via remote desktop software, i.e., LogMeIn Free

Setup of Desktops

Installed Avast anti-virus software on PCs and configured scanning for viruses, spyware, and ad-ware removal

Recommended the purchase of subscription for a more robust anti-virus product such as Norton or McAfee

Restored corrupted built-in compact MS SQL Database containing client records within West Law immigration software

Performed Printer/Fax configuration

Performed software Installation

Configuring Linksys Wireless router for securing connection to laptops desktops

PROJECTS

Built MS Access and MS Excel Databases with User Interfaces created for data-entry and for tracking data entered into MS Access tables and Excel Worksheets

Wrote batch files that automate troubleshooting functions and routine tasks such as data backup operations

Created an instructional HTML web document that served as a guide for installing remote desktop software, i.e., LogMeIn Free 3 a.m. Labs.

Created a Database with MSSQL Server 2005 Express & used it as an External Data Source

SUMMARY OF TECHNICAL EXPERTISE

Microsoft Office 2000 – O365 Intermediate knowledge and skill level

Network Administration – managing user account, and defining access to applications and other network resources

Proficiency with ms-dos, commands, PowerShell cmdlets and ISE, VBScript, and Linux Bourne Again Shell (BASH)

HTML.

Red Hat Linux OS

Novell 6.0

Microsoft Windows 98, Microsoft Windows NT 4.1, Microsoft Windows NT 4.1 Server, Microsoft Windows 2000, Microsoft Windows XP, Microsoft Windows Vista, Microsoft Windows 7, Windows Server 2008

PC Hardware/Software Support

EDUCATION

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Network Analyst / Network Administrator 1999 - 2004

Hennepin Technical College, Brooklyn Park, MN

Completed 58 credits towards an Associate in Applied Science (AAS) degree in Network Administration

This Network Analyst/Administrator program emphasizes training in the areas of installation and administration of Windows 98, NT 4.1 Server & Workstation, Windows 2000, Windows XP, and Novell 6.0 technologies such as I Manager, E-Directory and other One Net technologies, Red hat Linux Operating Systems, as well as PC Hardware & Software troubleshooting and / or maintenance.

High School Diploma (Graduated) April 15, 1995

Haywood Mission High School, Monrovia, Liberia (West Africa)

International Missions Department (IMD) for Haywood Mission Institute

Address: 3939 Meadows Drive, Indianapolis, Indiana 46205

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