Summary of Qualifications:

Competent IT professional with 13 years of experience in various IT support roles. Past roles include identity and security access globally for all users across the entire enterprise; business application specialist, project analyst, desktop support and user training. Self - Motivated Detail oriented Quick learner Analytical Change Management.

Identity and Access Management

Document Design

Security Compliance

User Provisioning

Data Reports

Active Directory

SQL Edits and queries

Hardware and Software Optimization

Excellent problem-solving abilities

PowerShell Scripting

Incident Management

Analytical and critical thinker

Exceptional troubleshooter

Bell Techlogix Access Management Analyst 02/2023-09/2023

Coordinate permission approval with data custodians.

Audit groups for correct permission and membership.

Direct users on proper way to access data in cross domain environment

Provision user access to security groups using ARS

Collaborate with other teams when connectivity issues arise concerning access to servers with data. Create PowerShell scripts to identify objects by attributes.

Inteliblue Business Application Analyst 11/2022- 02/2023

CNPweb Technical Support

Monitor various CNPweb help desk forms submitted by sponsors experiencing system issues.

Research form submissions for resolutions and respond to help requests.

Google forms, Google docs, CLM CRM Ticketing system dashboard creation maintenance and training.

Work with Data and Program Analysts to submit tickets with the contracted vendor when system functionality is not working correctly.

Provide technical assistance to program sponsors regarding the submitted issues promptly.

Provide technical support for various MS Office and Google products to program staff as needed.

Provide regular feedback to program staff on consistent issues or trends forming around special assistance requested.

API management and creation

Responsible for editing and creating SQL queries for CNP website which was connected to state local and federal data resources.

Spencer Technologies, Remote Help Desk Technician/Project Technician 08/2021-09/2022

Provide telephone/remote support for customers, end users and technical resources. Analyze, troubleshoot, document a wide variety of technical issues Leveraging my experience as well as scripts based upon the issues being reported.

Trained and worked on installing, staging, configuring and supporting a wide selection of retail equipment.

Office 365

Remote support Logmein.com/Bomgar

Adobe PDF

Retail software platform support

Field tech support

Server refresh and management

Okta

Documentation edit and write up

CompuCom Remote Help Desk Call Center Chat Agent Temp 07/2020-07/2021

Answering Email Chats through E-gain tracking through Service Now. Answering phone calls through Cisco Finesse. Operating Main system Through G-Suite and Citrix desktop.

2016 Office Suite

Adobe PDF

Intune

Secure Auth

Various software support and hardware diagnostics

Virtusa-Eli Lilly Remote Support Technician 11/2018-09/2019

Focused on operational support for multiple remote connectivity and security services. Involved dealing directly with the end-user for troubleshooting and problem resolution, over the telephone, Skype video conference, or Skype Messenger. Supporting the entire global population

On-Call Support Rotation

Splunk Reports

Edit maintain create documentation

Triage ticket queue

F5 Software

Ping id Multifactor Authentication

INDIANA UNIVERSITY ORA Tier II It Desktop Support Analyst 03/2012 – 09/2017

Central point of contact for information technology issues/questions, including computers, phones and printers. Setup accounts, computers and phones for new users.

Repaired and maintained onsite equipment, including printers, laptops and peripherals. Daily support provided to internal office staff and remote users.

Cultivate and maintain relationships with IT vendors. Served as primary IT purchasing agent.

Selected projects…

Spearheaded new procedures for Help Desk documentation, enabling the development of a comprehensive knowledge base of common issues and solutions to improve Help Desk efficiency.

Developed step-by-step training manuals and training sessions for end-users to ensure a seamless transition following application upgrades and common daily IT issues.

Manage the full project life cycle, from initiation through implementation, including (but not limited to) requirements gathering and prioritization, defining scope and schedule, obtaining approvals, manage development and testing tasks and troubleshooting. Created equipment and software catalogs for clients.

Independently designed and implemented a hardware inventory system for multiple clients on multiple campus locations. With accurate results and in some cases allotting for archaic inventory surplus offering upgrades to tightly budgeted groups.

IVY TECH COMPUTER INFORMATION SERVICES Technical Support Specialist 01/2009 to 03/2012

Performed troubleshooting, repair, and maintenance of computer systems, hardware, and peripherals. Analyzed system requirements to efficiently isolate and resolve a wide array of technical issues. Participated in large-scale upgrades and installations. Provided technical support to end-users, leveraging broad-based expertise to handle problem identification, diagnosis, resolution, and escalation via helpdesk system, telephone, and remote support tools.

Served as liaison between staff and clients, earning their confidence with reliable follow-through and clear communication.

Ensured all lab machines for both internal and external use were kept in good working order and all software was up to date. Rebuilt external computers after they were returned by clients. Created a schedule for updating and performed updates on all internal laptops.

Developed step-by-step training manuals for end-users to ensure a seamless transition following application upgrades and in-house knowledge base

Good Directions Technical Services Senior Field Technician 10/2017-Present

Business owner and field tech servicing Indiana Kentucky and Illinois. Service primarily focuses on replacing/remove/troubleshooting issues for a variety of organizations

Voice and Data structured cabling

Telephony System Installation and Service

Retail Store System Implementations

Data & Voice Hardware/System Implementations

IT Hardware and Software Rollouts and Refresh

IT Implementation Project/Program Management services (as required

Store System Implementations, Moves, Adds & Changes (MACs)

POS Implementations & Upgrades

EDUCATION

Dell Certified in desktops and notebooks

B.G.S. SCHOOL OF LIBERAL ARTS

Indiana University Purdue University At Indianapolis Indianapolis, IN, May 2018

Major: General Studies

Minor: Communications

Related coursework: Database Management (SQL Access) Technical Writing Office Ethics Professional Writing Skills Psychology Sociology Interpersonal Communication Restorative Communication Organizational Communications Tools for Technical Communication Principles and Practices of Technology

Associate Of Applied Science

IVY Tech Community College Bloomington, IN, 2010

Major: Computer Information Technology

Minor: Computer Security

Related coursework: Systems Analysis and Design Linux Networking Security Networking Fundamentals Managing Windows Network Microsoft Network Security Preventative Maintenance and Data Storage Windows Network Operating Systems

Associate Of Applied Science

IVY Tech Community College Bloomington, IN, 2000

Major: Computer Information Technology

Minor: PC Support and Administration

Related coursework: A+ Hardware/Software Support Accounting DOS Internship Microsoft Server 2008 Visual Basic Application User Support and Troubleshooting PC Technology Essentials Help Desk Tools and Technologies

Technical Certificate

IVY Tech Community College Bloomington, IN, 2010

Website Design

Related coursework: Business Dreamweaver CS3 Website Development

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