ROBERT E. LAZENBY Email: ad1ao0@r.postjobfree.com PH: 503-***-****

SUMMARY: • Business Analyst • IAM Provisioning Hotel & Casino Technology• Application and System Administration professional with comprehensive background in hardware and software configurations. • Recognized for meeting or exceeding customer expectations by effectively providing technical support. • Expertise includes managing operating environment, performing as an account technical representative and computer operator. • Demonstrated success determining root cause of problems and administering resolutions. • Known as an innovative troubleshooter, comfortable working independently, remotely or with a team. • Speaking and training large and small groups

TECHNICAL SKILLS • Practitest • Jira• Confluence • SCCM/MECM• Service desk • Citrix •OKTA • Credit Card setup • POS • PwC • Keywatcher True Touch • Veridocs • Sonifi • OPERA PMS •Dormakaba SQL •Vendor Management • Hardware and Software Deployments • Project Management • Account Provisioning • Leadership and Training • Customer Service • Server Administration • Active Directory Administration • MS Exchange • Lotus Notes • Citrix Administration • Regulatory Compliance • Remote Access / VPN Administration/ • Agile Waterfall administration. Microsoft Dynamics 365 Global, Service system •Sugar CRM • Data Loss Prevention Software: Agile Waterfall McAfee, Endpoint and Symantec, GPO agent, Disk Encryption, • Operating Systems: Windows 11, 10, 7-32 bit and 7-64 bit Windows 8.1, Vista, XP, Novell, Mac OS, Ubuntu, and Solaris RedHat Linux, iOS 7, Google Chrome OS, Unix • Hardware: Mainboard, BIOS, Power Supply, Memory, Hard Drive, DVD / CD-ROM, USB, FireWire, PCI, AGP, ISA • Software: Peregrine Service Center; Remedy Help Desk; Vantive Tracking; Heat Call Tracking • Utilities: Ghost Enterprise, Connected TLM, Trend Micro, PC Anywhere; Dameware Remote, Diskeeper, ERD Commander, Hitachi Drive Fitness • Servers and Routers: Citrix Remote Access; Windows Terminal Server; Cisco and iPass VPN; WebEx; Attachmate Extra, D-Link, 802.11, Netgear, Linksys, Belkin, access points and print servers • Devices: Blackberry, Palm and Pocket PC • Batch power shell scripting, VBA, convert an old DOS batch file to a UNIX shell script.

EDUCATION AND CERTIFICATIONS • BS, Computer Science, Portland State University, Portland, OR • AAS, Electronics, ITT Tech, Portland, OR • AA, General Studies, Portland Community College, Portland, OR • Certifications: HP Technician, Servicing HP printers, XP, MCP, MCDST, ITSM

PROFESSIONAL EXPERIENCE

Forward Progress – Chumash Casino -Contract Santa Ynez, CA March 2023 – June 2023 Business Analyst IT- Project Technology move from premises to the cloud, Upgrade of Aristocrat gaming system and loyalty Programs, and third-party integrations. Practittest Administration and testing and configuration. Jira and Confluence administration, Documentation, Requirements gathering, Vendor relations, Project Lead Creating system guidelines, knowledge-based articles for the organization. Running training sessions MS Teams Meeting and scheduling workshops on system processes. Conducting regular reviews of systems and generating reports on efficiencies and improvement. Structuring and prioritizing business requirements and communicating plans with stakeholders for review and approval. SAS and other software used for Data Management and reporting. Negotiate SLA’s for different level of support to the

INSIGHT GLOBAL -Optum -Contract Las Vegas NV Sep 2022 – Nov 2022 IT Management system analysis - Maintaining and upgrading SCCM and Citrix environment and existing systems as required. Designing new computer systems and framework. Troubleshooting technical issues. Risk mitigation planning. Collaborating with Business Analysts, Project Leads, and IT team to resolve issues and ensure solutions are viable and consistent. Creating system guidelines and manuals knowledge-based articles for the organization. Running training sessions and workshops on system processes. Conducting regular reviews of systems and generating reports on efficiencies and improvement areas. Structuring and prioritizing business requirements and communicating plans with stakeholders for review and approval.

Resorts World Las Vegas NV May 2021

IT OPERATIONS - Leadership, operational strategy and overall guidance to IT Help Desk/Service Desk and End User Compute functions on a day-to-day basis, including incident management Citrix administration and maintenance Overall quality & delivery of the supported IT services. Lead teams in the conversion and upgrade of internal applications. Manage Data Collecting, processing, validating, and storing data, integrating different types of data from disparate sources, including structured and unstructured data. Ensuring high data availability and disaster recovery. IT technical activities and team members associated with providing technical services to internal company users, including identifying, prioritizing, and confirming the resolution of reported problems with enterprise and desktop applications as well as desktop, laptop, cell phones, and networked end-user systems. Will oversee quality deliverables for all phases of desktop support, including installations, upgrades, software, hardware, operating systems, and operating system configuration issues with proper coordination, monitoring, tracking, and resolution. Responsible for developing and managing information technology projects, strategic management and objectives for the department, and service metrics using reporting and analytics. Structuring and prioritizing business requirements and communicating plans with stakeholders for review and approval Maintain SOX compliance with user accounts and access permissions.

Resorts World Las Vegas NV Lead May 2021

ITSM Lead – Responsible for creating and developing workflow and procedures for Access management for offboarding onboarding transfers. Serve as the subject matter expert in the specific process areas, representing the processes to all stakeholders. Report on performance and develop recommendations for continual service improvement. Serve as a liaison between business and technical aspects of projects. Plan project stages and assess business implications for each stage. Plan, design, and implement ITSM processes to meet current and evolving business requirements of internal stakeholders across the company. Manage the development of procedures, work instructions, and templates to support process execution. Manage all stages of the Service Delivery lifecycle including Service Strategy, Design, Transition, Operations, and Continual Service Improvement. Lead the configuration and implementation of a solution that supports processes. Structuring and prioritizing business requirements and communicating plans with stakeholders for review and approval. Maintain SOX compliance with user accounts and access permissions.

Resorts World Las Vegas NV May 2021 – Sep 2021t

Business Analysis – IAMS • Support all technology activities for Grand Opening of Resorts world. RBAC creation of Job roles. Supported all technology functions to open Casino. Worked with Vendors to support opening activities. Programed POS and Card readers. Provided access to hotel suite of applications. Identifying vulnerabilities within existing systems. Auditing and risk management both detailed technical research and understanding of the resulting data. Rule-based and role-based access control setup for each role in the Casino and hotel. Proficiency in word processing, presentation and reporting software, cloud systems, HTTPS, XML and/or Java. Evaluate policy when an IAM principal (user or role) makes a request. Permissions in the policies determine whether the request is allowed or denied. Structuring and prioritizing business requirements and communicating plans with stakeholders for review and approval. Collecting, processing, validating, and storing data, integrating different types of data from disparate sources, including structured and unstructured data. Ensuring high data availability and disaster recovery. Maintain SOX compliance with user accounts and access permissions.

WFSG Portland Or October 2016 – 2020

Citrix administrator • Consulting and network administration supporting of all technology functions needed. • Working remotely to support all technology Project management of ITIL functions to support company certification of workstations and laptops. • Project Manage processes to migrate to Citrix and order tiny terminals for a network of 3500 users. • Setup remote access for management. • Mange Active Directory to add users to Citrix user groups. • Server patch management • Audit of users groups and folder groups • Installing and updating XenApp farms developing infrastructure solving technical issues • Citrix user training managing windows system supervising the Citrix server farm • Citrix profiles rebuilds name changes.

Standard Insurance Portland, OR September 2014- 2018

Business System Analyst • Perform business analysis on all aspects of technology and business improvement projects, focusing on stakeholder analysis, requirement development and management, and Acceptance testing. • The 100 applications Agile was used it establishes client processes working with the client help with testing and administration and system development. We used Waterfall for smaller projects to this contract. Waterfall was used for smaller projects that needed to be completed with faster delivery and software processes are well documented • Assist and/or lead identification and clarification of innovative business solutions related to divisional strategic goals, in alignment with corporate strategy. • Utilize appropriate analysis tools and techniques to deliver cost effective solutions which meet business needs and improve efficiency. • Utilized Symantec for data loss network-monitoring secure emails sent out to external customers • Participate in developing both the Business Analysis Practice and Business Analysis Framework to support definition and delivery of business value, including the writing, and updating of Business Case documents. • Assess and document business value propositions and maintain a focus on the value proposition throughout the execution of each business improvement project. • Foster partnerships with customers and business partners in various areas of ISG, Shared Services, and the other divisions of The Standard to both ensure their needs as stakeholders are identified and represented and encourage improved business analysis practices. • Transitioned 100 applications for third party provisioning. • Updated all documentation related to the application transition and transfer. • SME (subject matter expert) support for all applications transitioned. • Training and mentoring of transitioned applications. • CRM- Salesforce - Account administration. CRM Microsoft Dynamics 365. created new user accounts and assigned subscription licenses for Dynamics 365 was also responsible for controls and settings of the Dynamics 365. Migrating data from SharePoint users’ data, references contacts importing to Dynamics 365 using the data import wizard. Weekly reporting Dynamics 365 user account and permissions. Monitoring performance of SQL. Retrieving data and metadata for reports In Microsoft Dynamics CRM using SQL view

IBM-SETERUS Beaverton, OR June 2000 – 2014

Financial Services Company, Formerly WFSG, Wilshire, LBPS Seterus

Information Security Analyst

•Query SQL for data export • Provide Training to new internal user’s large groups and small with user’s login and network training. and resources. Implementation and maintenance of standardized requirements documentation. • Applied problem solving techniques and developed relationships with clients and internal users. • Led internal IT support team members with training support of procedures and processes. • Managed project changes and system changes related to application deployments and account processes. • Performed as Account Technical Representative with high level of accountability. • Utilized Endpoint for hardware, USB monitoring and workstations security • Utilized McAfee for monitoring data loss prevention while providing security for workstations, email, internet and network • Worked with internal vendors and government compliance and regulatory to ensure that all data loss protection was in place to secure the network • Administrated and created remote access account. • Recognized for successfully provisioning and supporting over 2500 users, creating all resources needed for all new and existing internal employees to have necessary network access. Reset network and application passwords and created and maintained administrative 3rd party external accounts. Reduced department errors 20% by automating application tools. • Performed network administration of Windows servers, effectively providing sever access for internal users, system updates, sever configuration and applied network patches. Secured Network tool Active Directory environment for organization (major tool used to manage all user accounts), using built-in logon authentication and user authorization. Performed password resets group administration, folder access and role engineering. • Created all users’ mailboxes, using Microsoft Exchange for shared mailboxes and distribution lists. Updated SMTP addresses for support of all 2500 user environment. • Performed email migration of Lotus Notes for over 2500 users. The setup and administration and configuration for all company users. • Performed all of company’s remote access setup. VPN Remote access setup and configuration for over 1000 new accounts. • Handled problem and technical support for access issues for remote access. Determined connection requests from VPN clients to be authenticated by a Remote Authentication Dial in User Service. • Analyzed system and prepared Citrix application according to need of user, supporting over 1500. Performed security and compliance auditing. Created new Citrix accounts, configuring roaming profiles and profiles rebuild. • Developed shell scripts and programming tools, automating administrative tasks, such as backups. Evaluated and solved system and network problems using various diagnostics and protocols, including NFS, TCP/IP, and DNS. • Completed 25 tickets per day with 100% accuracy and approvals / notes of work performed. • Worked with Super Users, Role Owners and RCG, identifying control issues in production role assignments, segregation of duties and create mitigating controls as required and ensured Sox compliance.

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