DERRICK MITCHELL

Phoenix, AZ

ad1t94@r.postjobfree.com

602-***-****

PROFESSIONAL SUMMARY

Over 9 years’ desktop/field Supervisor support experience, supporting enterprise level clients.

Professional and positive attitude, great communication skills, and a drive to succeed and continue learning in the field of Technical Support

Extensive experience in providing excellent customer service, desktop lead, remote, and phone support.

Information securities and identity experience management of Employee Access to facility location and database areas

TECHNICAL SUMMARY

·Provide professional support for Windows 10, Office 365, active directory, MS Teams and MS Azure

·Strong experience with Ghost Imaging/ Reimaging of desktops and laptops

·MS Azure/ AWS and other cloud service procedure trained/Implementation

·Experienced in technical desktop Support and helpdesk support

·Advanced knowledge of Active Directory and Exchange, including account creation, modification, and removal and SiteMinder for SSO setup administration

·Systems Configuration Manager setup and deployment

·Windows Sever 2008 R2 administration and service management

·SQL Server database management, setup/configuration for individual account (DBaaS)

·VMware virtualization administration, setup/configuration

·Identify access management for CISSP trained

·Granular read write/read only policy creation via JSON scripting for IAM

·Experienced in latest identity management and database provisioning processes

·Advanced knowledge in Active Directory account handling, creation and provisioning

·Experienced Information Security Analyst in both medical and industrial environments

·CompTIA A+ and HDI Helpdesk Certified professional

·Familiarity with ITIL Support for advanced technical support issues

·6 years in Change Management helping companies with change initiatives, business projects and (business) schedules and planning. This also includes all systems and technology, job roles and organization structures

·5 years NOC related environments in Exchange/ Windows/ Linux and VM server management supporting virtualization to end users and vendors.

·SQL and MySQL database migration and backup plan management.

·IIS and web service administration of intranet sites.

Certifications:

CompTIA A+, HDI Helpdesk Certified

Technologies:

SQL Server 2008/2005 Express, Sever 2008 r2,VMWare versions 6-7, Microsoft Office 2003/2007, MS Outlook/ Exchange, Active Directory, SMS/ BigFix, MS Project 2003/2007, SAP, Business Objects and Oracle, Windows XP/Vista/7, Cisco VPN 4/5, All current Citrix clients, Adobe Suites, VZW Access manager, Blackberry Connect Manager, MSSQL Client, MS Visio, Lotus Notes, QuickTime, Adobe Photoshop, Reader, Flash, Internet Explorer, TCP/IP, McKesson HBOC Star 2000, Horizon Surgical Manager, Clinstar, IDX Lastword/ IDX Extend, Allscripts, Misys/Sunquest

OS:

Windows XP/7/10, UNIX, Linux, Novell NetWare, Mac OS

Databases:

Oracle, ADB2, Relational Databases

Languages:

Visual Basic, SQL, HTML, ASP, CSS, C++, CGI, Perl, Java

ITIL:

Trained in ITIL v2/v3 (not certified) for 2nd Level Support Incidents which cannot be solved immediately with the means of 1st Level Support

PROFESSIONAL EXPERIENCE

Field Nation 12/2015 – Present

Senior Desktop Lead Field Support Technician

Supported clients in major retail markets

Daily responsibilities included desktop lead setup, Leading field desktop engineers, network configurations, repairs and image deployment for Windows 7/10/11 and SCCM

Azure on premise to AD Cloud management, Tenant AD account management services.

Maintaining user 365 accounts – Exchange, Office 2016 and One drive cloud services (Azure)

Setup user authorizations in active directory and on boarding/off boarding of accounts as necessary

Proprietary Applications support, deployment and repairs

Agent call center support handling (Ticket based)

Remote desktop (Offsite support) for all remote agents

Provided support for MS Azure

Professional technical vending using the field nation and work market platform portal

Daily duties are performed via work order trouble tickets from retail markets, Servicing major network issues, network and Internet cut over repairs or installment and security updates.

Atos/NCS 9/2017 – 12/2019

Senior Global Lead Desktop Field Support Technician

Provided support for active directory – New hires on boarding/off boarding of accounts + Provisioning (IAM Services)

Maintained user 365 accounts – Exchange, Office 2016 and One drive cloud services (Azure)

Daily responsibilities of ticketing duties in SNOW – Desktop setup + configurations, repairs and image deployment for WIN7/WIN10 SCCM and ImageX.

Proprietary Applications support, deployment and repairs

Agent call center support handling (Ticket based)

Remote desktop (Offsite support) for all remote agents

AWS and Azure Assistance for Data Center file support through Atos (Nationwide)

Mindlance 12/2016 – 6/2017

Systems Support Engineer

Client: Charles Schwab

Responsible for daily server and group requested access through remedy

Dailey provisioning of accounts via PowerShell and bulk provisioning

Supporting user granted access to Windows/ Linux servers to groups and login issues

Managing active directory group policy for access requests of all server to group access

User support in Request Center for proper access/change/remove services to request

Maintaining role owner/approver of all groups updates/adds/changes in active directory

Process of emergency AD removals and expedited accounts

Maintaining identify roles for access management through 2 factor authentications for user access to

secured domains

Maintaining proper GPO process for audit purposes

Papa John's Salads & Produce 8/2016 – 12/2016

Senior/Lead System Application Support Analyst

Project to migrate into 365 Office & Cloud SharePoint, OneDrive for Business for company-wide file transition and communications

Company database management project migration from SQL VM to Multi-Tenant DBaaS (Azure)

Responsible for Governance and Risk Compliance of all user roles in the company managed database.

Management of abstraction to simplify roles and duties for similar and alike employees throughout company compliance.

Maintaining company WordPress SEO in site meta tag management.

Writing and updating company IT compliance infrastructure including data back plans with reference to RTO’s and incorporating to company disaster recovery plans

Adherence and compliance with client requested IT audits, proven data security plans and PHI secured management

Access data management includes managing in place and new policies, secured applications and secured database location

Implementation of new room to invoice processes for expanding company production for labor and transportation employees

Management of all new, and existing employee’s through Active Directory

Identity Management and provisioning of account removals, creation and change management

Maintaining of SQL account database employee information including individual account backups (DBaaS)

Maintaining older IMAP mail account setups, mobile device configuration and management

Responsible for all server 2003/2008 R2 machine backups and maintenance

Responsible for AVAYA phone maintenance and account management

Peak System 11/2015 – 8/2016

Senior Desktop Field Support Technician

·Onsite PC installs and Windows migrations identity management of enterprise, retail and government PC’s

·Following detailed work order instructions via email and self-managing resources

·Provisioning follow up’s on communications and support over phone and emails

·Prioritizing time management with all clients.

·Documented technical solutions, strategies, role inventories, recommendations and key metrics associated with Identity and Access management program.

Orion Health CSS (IT Client Support Services) 9/2014 – 11/2015

System Application Support Analyst

Troubleshooting highly technical solutions related to Orion Health software products for projects and customers.

Think creatively and implement solutions effectively when standard functionality has failed.

Performed implementation and solutions for all account customers and maintaining standard account functionalities.

Intranet meta data management in advance search management processes for internal employees.

Coordinated with development teams with in-depth issues requiring escalation.

Maintaining PHI (Protected Health Information) and HIPPA standards with all external and internal clients

Tracking project and time management in various ticketing systems for each account process.

Liaison between development and customers related to IT resolution and fixes, account/product updates.

Provided professional customer focus to external and internal clients serving as first level of contact.

Maintaining analytical account/product data for specified accounts and clients through select internal and 3rd party software.

Provides internal Rhapsody HL7 Software training to clients and internal employee’s.

Peak System 5/2014 – 9/2014

Senior Desktop Field Support Technician

·Onsite PC installs and Windows migrations identity management of enterprise, retail and government PC’s

·Following detailed work order instructions via email and self-managing resources

·Provisioning follow up’s on communications and support over phone and emails

·Prioritizing time management with all clients.

·Client support and third party SEO Consulting and metadata management.

·Documented technical solutions, strategies, role inventories, recommendations and key metrics associated with Identity and Access management program.

Coventry/ Aetna Health 8/2013 – 5/2014

Senior Desktop Field Support Technician

·Provisioning of user account identity management for on boarding, inbox additions, account removal, account creations, directory addition, in active directory.

·Managed Identity and Access management systems and work closely with IT and business units to ensure identity and access solutions meet or exceed security policies and regulatory compliance requirements.

·Designed, developed and implemented identity and access management security across TCH's infrastructure supporting role based access entitlements schemes and definitions.

·Responsible for user database account provisioning and change management of secured services/accounts

·Responsible for phone support on technical issues for Win7, Citrix, network and Printer . Adds, updates, and deletes user profiles to maintain the integrity of access controls based on current policies and procedures.

·Reviewed security logs and violation reports and scheduled follows up as necessary.

·Ensured system users are aware of all current data security procedures.

·Assisted in developing and implementing data security standards, procedures, and guidelines for multiple platforms and diverse systems environments.

·Assisted other Security Administrators with the implementation of security controls in new and existing applications and systems.

·Participated in the review of security features of new software. Worked with other staff to assess security system modifications required due to other system changes.

Community Health Systems (CHS)/ Healthway Inc. 12/2011 – 7/2013

Senior Desktop Field/ Information Security Technician

Provide desktop support on migration issues on various platforms Win7, Citrix, network/printing, troubleshooting and support for clinical staff, nurses, ED, ER, & Lab staff for password creation and walk through.

Troubleshooting software and hardware failures and identifies network problems when they relate to personal (desktop or laptop) computers.

Support building roles within applications from Active Directory/ Active Directory migrations

Provided support services to employees with technical problems and information technology issues involving desktop, laptop or network services from local personnel or from employees using network remote access.

Maintaining existing account database provisioning and change management of secured medical accounts and services (SQL Server Account Management)

Performed custom Image Builds, modification, testing and servicing on all internal/in-house data communications network equipment. SSO onsite support and registration for internal and remote employees.

Experienced with SQL, stored procedures, and database triggers on MS SQL Server platforms.

Facilitated use of technology-based tools or methodologies to review, design and/or implement products and services.

Ensured security access lists are well maintained, security-related exits are operable, and work on audit tasks to keep TCH environments compliant with standards.

Facilitated business process design as it relates to managing identities and access privileges such as architecture, delegated administration models, workflow models and access control models.

Maintaining uses account roles through identity management (IDT10) and provisioning of accounts.

Configure accounts for physician's HIM users also add AD groups to user accounts for Citrix-Cerner access.

Grant access to users via CSR, Routing request to local IS for sites for local issues.

Generate accounts and provision.

SiteMinder for SSO setup and administration for all medical staff including training and permissions add-ons policy procedure and compliance training.

Completing Sign-On (SSO) for all medical staff

SSO onsite support and registration for internal and remote employees.

Responsible for SQL database account provisioning and maintenance of protected accounts

Provided timely resolution of problems or escalation on behalf of customer to appropriate technical personnel.

Provided case status updates to management and end-users.

Provided support/administration all VDI (ver4.5) Environments for the Tempe/Chandlers Offices

Responsible for support and maintaining effective relationships with users.

Responsible for developing documents, and implementation of standard operating procedures and customer service guidelines relating to remote IT support.

EDUCATION & CERTIFCATIONS

MCDBA, A+, Web Administration & Implementation/ Development

New Horizons Tech, Tempe, AZ

ITIL compliance and training

Courses on Corporate Solutions Structure and Framework

CIS Computer Information Systems Training / HTML Scripting-Coding

Metro Tech

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