Summary

Reliable-detail-oriented individual and driven professional with 10 + years of success with a broad range of corporate IT initiatives while participating in the planning, analyzing, and implementing solutions in IT support and Quality Assurance on business applications. Solid understanding of standard customer service skills and ability to multi-task, strong problem-solving ability and meet project timelines. IT Analyst will be part of the Compensation Services, ITIL Process, UAT (User Acceptance Testing) team to support project deliverables in the related financial business projects. Familiar with the Software Development Lifecycles (SDLC) process.

EDUCATION

Dallas Community College

oApplied Science Associate Degree

CERTIFICATE

oMicrosoft Certified Professional

oInformation Security by Fujitsu

oComputer Information Server Operator

oCompTIA Security +

oMicrosoft Azure Certificate

oAWS Training

technical skills

Operating Systems: Unix/Linux, Window Servers 2012/2016/2019/2022

Windows 11/10, Remote Desktop, Active Directory, WSUS, and DHCP.

Software: Microsoft Offices 2016/2019 Office 365, MS Outlook Express, SQLServer 2008/2012, and the Exchange Server.

Tools: Share Point, HP Quality Center 10/11,Windows TFS, CRM, System Center Configuration Manager (SCCM), MYSQL, ServiceNow Ticketing System, BMC Remedy Ticketing System, Remote Desktop, and Citrix.

Work Experience

Martin Mitchell, New York, NY 09/2022 to 08/2023

CITI Group

Technical Delivery Coordinator/Project Manager Lead

Contractor

Scheduling meetings, document meeting minutes

Research and coordinate with Business users and team members.

Tracked Service Now, Change Requests, Tasks, and Requests for decommissioned server at data center

Work with other project teams within a complex and highly visible projects

Jira usage for ticket tracking for decommissioned equipment

Data center migrations

Familiar with Confluence

Manage and monitor VMware 6.5 services and message center for and incident, upcoming updates, and releases

Work closely with the VMware 6.5 architect and other team members to provision Office365 applications, security configurations, and business functions identified in the project

VMware exp and cloud data center migration

Attending change approval board meetings

Close HCX/NCX tunnels

Coordinate with other teams and regions.

Utilized the CMDB database and search of physical server or virtual hosts

Request Catalog Task acceptance and group approvals from managers.

Decommissioned servers running on Microsoft Windows and Linux based operating systems

Communicated with Level 2 and 3 engineers for the VMware Migration

Mahantech Corp. Charlotte, WV 10/2021 to 05/2022

North Carolina State – DMV

Technical Specialist Expert/Project Coordinator

Contractor (Remote Worker)

Provide project support to the system deployment team, with respect to the integration, installation, and EMV configuration, and encryption technology for our iNovah Enterprise Revenue Management credit card solution.

Completed the onboarding process for new location, contracting signing, validated the licenses with the owner.

Assist the deployment team by creating integration, installation, and configuration to support the project.

Provide technical expertise with respect to EMV encryption capability and assist the integration of current line of business applications for next-generation credit card solution

Collaborate and coordinate the IT services needed with the various teams (Security, Network, Infrastructure, Operations, and any other teams) to ensure successful delivery of the project.

Receive, log, and fully document the support plans for the support team, the various help desk, other service delivery staff, and users.

Coordinate IT PCI compliance efforts with internal and external auditors for North Carolina State DIT

Knowledge of Service Now, workflows in various ITSM modules (Incident, Change, Problem, Service Catalogue

Will investigate problems and other requests for the project team to support the deployment team and determine appropriate actions to be taken to solve these problems.

Escalate 3rd party software and hardware issues to vendors; ensuring proper attention is given to the issue depending on severity and impact on to project schedule

Provide communication on updates and issues to the users, the management team, and the development teams.

Communicate technical information to a variety of internal and external stakeholders both verbally and in writing.

Prepare test and production environments for all new releases to include assisting with documenting the AADs and firewalls to be used to create the changes in OTRS.

Assist with quality assurance test efforts where appropriate and applicable.

Assist with the creation of help guides and training manuals

Daily usage of ServiceNow ticketing System by monitoring the group queue

Create change requests based on configuration updates and software version upgrades

Part of the Enterprise Management System team that supports virtual servers

Incident monitoring of our assignment by the IPCS Support team

Created Change Requests for version change and configuration updates on servers

Create reports for all tasks created monthly for our upper-level management team

Supported POS terminals running on a third-party software

Back-end troubleshooting and viewing the log file that shows must errors

Mako Professional Pasanda, CA 05/2021 – 09/2021

Entrust Bank (Contractor)

EMV Systems Integration/Project Coordinator

Complete day-to-day FII-EMV customer integration projects, working closely with the Project manager, Developer, and Installer.

Assist project managers with refining technical requirements and assist with technical deep-dive discussions with customers when necessary.

Validated the debt and the credit transaction using VISA, MasterCard, Amex, and Discover

Git/GitHub version control

Conduct configuration and integration of client’s custom solutions including integrations with 3rd party products.

Handhold, educate, provide knowledge transfer, and generally ensure customers can become self-sufficient in the use of their customs solutions.

Aid Customer Support in resolving customers’ technical issues, both during installation and post-deployment.

Financial sector and/or card personalization industry experience including EMV.

Research for new solutions to fix frequently issues

EMV upgrades and lifecycle management solutions for bank and credit union customers

Provide project support to the system deployment team, in respect to the integration, installation, and configuration of EMV and encryption technology for working solution

Utilized the Jira ticketing system track Integration process

Used the VMware vSphere client version 7.0.2.00200 virtual machine for data preparation

Personalized credit cards for Debit and Credit card types of VISA and MasterCard.

Prepared test data and uploaded customer working solution on the card wizard design application

Created Test Plans, test cases, and test scenarios for printing a test card

Knowledgeable on utilization of GIT Tool to pull, push and commit any updates.

Configure an application package for the Install team.

Used SQL Server database structure for EMV platform

ATOS IT Solution and Services Irving, TX 07/2018 – 11/ 2020

Cloud Engineer I / Project Coordinator

Create manage, resolve, and close tickets for IT service support using the ServiceNow Ticket Management System

Migrated from a Poland location to a US based datacenter running on VM system

Perform IT support including issue triage, technical troubleshooting, workarounds, and resolution delivery and escalation as needed for end-user issues in a VMWare virtual environment.

Created tickets with the VM team on virtual servers/workstation error caused by an environment

Migrated from a physical server to a virtual server running on the most current version of the operating system.

Managed the VDI Infrastructure which housed the Active Directory, user accounts, and databases.

Troubled issues with the Datacenter server that housed the virtual servers and workstations

Configurated and then validated the CMDB server

Coordinate and manage relationships with vendors and support staff that provide hardware / Software/network problems. Monitor Cloud queue levels and report daily performance metrics as required

Experience in AD Business Continuity and Disaster Recovery Planning on Cloud Infrastructure.

Learn and follow instructions, use standard operating procedures as provided by management

Ensure the Service Desk meets all SLA compliance requirements to the business by exercising an ownership mentality toward customer needs, showing respect and consideration to all teams

Support other team members in troubleshooting and resolution of problems

Strong business understanding and focus.

Utilized Office 365 SharePoint by creating documents, folders, and procedures for the Cloud team.

Manage the Service Now Cloud team incidents and provide weekly status updates of all un-resolved incidents

Support Networking/Storage/VM Engineer Team when alerts were generated from a network outage or condition

Provided Azure training on the overall course outline and received a certificate of completion

Knowledge of workflows in various ITSM modules (Incident, Change, Problem, Service Catalogue, IT Asset Management, CMDB)

Work within the ServiceNow queue to assign and close out any Data related tickets in a timely manner, in line with our SLAs and KPIs

Internal Data Resources, Inc Dallas, TX 06/2017 – 10/2017

Fleetpride (Consultant)

Service Desk Analyst

Basic active directory tasks such as account creation/deletion, password reset, unlocking user accounts, and computer object administration.

Exceptional communication and customer service skills

Support global HR shared services of Workday implementation with troubleshooting and resolving issues

Establish and maintain relationships with depository and disbursement Bank of America remote deposit.

Workday experience with troubleshooting and configuring the end-user profile

Lead on the Cash-Pro Scanning project

Install digital check software on the windows-based computer.

Work with treasury/accounting on processes and procedures for the Check Deposit Scanner

Provide Level 1 support on company systems and rollouts.

Trouble-shoot HP desktop on Window 7/10 computer

Created tickets on the Salesforce-Remedy ticketing system

Proficient with VPM troubleshooting.

Knowledgeable with DameWare remote support tool

Familiarity with Google G-Suite and Chrome books.

Working with RSA 2 factor a plus, or any brand of 2 factor/multi-factor access

Validated and confirmed the Exchange Server had email addresses configured for each store after completion of the upgrade.

Part of the Workday Migration project as part of the HR system upgrade.

Solai & Cameron Technologies Dallas, TX 08/2016 - 3/2017

Fujitsu (Contractor)

Service Desk Operation

Service Desk technical support within the TJX Command Center

Familiar with networking, such as Switches, Firewalls, IP Addresses, and Ping.

Deployment of software onto Debit Pin pads for EMV chip.

Familiar with Citrix and multi-factor processes.

Test and validate the pre-Paid credit/debit card activation.

VHQ is designed to support multiple VeriFone payment devices

Document open and resolve incidents in ServiceNow Ticking System

Service Desk Support for over 2800 retail stores for the PCI compliance project

Connect to the Xerox printer via the web interface by the IP address

Service Now ticketing system usage creates, modifies, and resolves incidents

Experience with software packaging, software deployment, systems, and applications

Install printers and conduct swap-outs

Deployed software package using SCCM product onto production workstations

The Exchange, Dallas, TX 10/2016 - 1/2017

Customer Contact Assistant – Temporary Part-time

Responds to customer inquiries in the customer contact center

Research and provides immediate response to inquiries related to credit program accounts or online shopping websites.

Must have excellent customer service skills

Staffmark Dallas, TX 03/2015 - 02/2016

Corner Bakery Café (Contractor)

IT Support Specialist

Exceptional problem solving, critical thinking and analytical skills to trouble-shoot

Accustomed to working on various problems simultaneously and ensuring the integrity of each project timeline

Provide best effort support for all applications

Familiar with remote access tools such as VPN

Production support on a Restaurant System for inventory, payroll, vendor setup, and e-Smart clock configuration, and food catalog

Call, incident, and service management

Setup email addresses on the Exchange Server during the Office 365 installation process

Determination cause of service interruptions including hardware failures for network PC desktop, printer and other peripheral.

Perform phone support on software configuration and installation

Escalate, track, and follow up with the vendor on faults resolution in accordance with Outsource Client procedures.

Perform desktop support using remote control tool. Ensure meeting the services SLA in accordance with the outsource guidelines.

Troubleshoot issues with configuration for firewall /Router/Telecommunication

Created and deleted user accounts for end-users.

Assist with PC image for computer hard drives.

Work directly with customers/business users to resolve issues within our defined-on payroll issues.

Utilized SQL database and familiar with view log files.

Support Office 365 install and configure email accounts on windows 10.

Familiarity with integrated Payroll solutions (ADP, PWC) is highly desirable

Manpower Mesquite, TX 11/2014 – 11/2014

Walmart (Contractor)

Call Center Agent

Utilized Customer Care Application reviewing available customers’ information.

Customer service support by setup registration for customer product description.

Reviewed order confirmation, status, and updates.

Familiar with the Avaya phone system login, logout, and auto-in status codes.

Knowledge on the Remedy tracking system created, updated, and track customer identification.

Progressive IT Dallas, TX 03/2014 - 04/2014

Fujitsu (Contractor)

Help Desk Coordinator

Backup documents on current computer to store server

Issue SCCM deployment to rebuild computer to Windows 7

Upgrade the POS register to the Win XP operating system

Shared Tools Putty to ping, remote connection, and utilities

Setup printer configuration on register and computer

Perform POS support using the Citrix Application

IForward Solutions, Addison, TX 05/2012 - 08/2012

NEC Corporation (Contractor)

QA Analyst

Test payment processing at the Point-of-sale (POS) register and Pin Pad

Scope of the project to upgrade pin pad device to standard RBA software.

Test contactless credit card on wireless connectivity

Perform daily Manual, Integration, and Regression testing

Knowledgeable about testing EMV on the front-end and the backend.

Validate EMV approval and declines on the credit server

Verify Acquire to accept EMV contact and contactless chip transactions on devices

Ability to document moderately complex technical issues

Ability to make decisions

Ability to read and analyze business, technical, and Functional requirements documents

Ability to transform business, technical, and functional requirements into test scripts.

Ability to map data through system applications and validate for completeness

Familiar with payment processing, retail BO, POS, and loyalty rewards

EBT functionality and Loyalty rewards

Ability to think from a user perspective to create what-if scenarios (i.e., evaluate different scenarios to determine system behavior under unexpected situations)

Gateway payment validation from the POS system, Windows Server, and then online validation of transaction from an online application.

Validated loyalty rewards applied to customer purchases

Pos testing for an Integrated Eligibility (SNAP, TANF) systems implementation project

Comforce Corporation, Addison, TX 06/2011 - 02/2012

Michael Corporation (Contractor)

QA Analyst

Experience with Software Development Life Cycle (SDLC) and QA practices.

Experience in web-based application testing.

Major participation in the Return Management project.

Utilize defect tracker tools JIRA, Microsoft TFS, and Smart Test.

Coordinate testing with store associates.

Mobility application testing.

IT Auditor to make sure Business Users and Project Managers meet guidelines.

Worked with POS lab administrator setting up test store with latest software releases.

Verified store configuration files on POS server.

Good understanding of web technology, including an understanding of HTML/XML, and web services

Experience in working on complex technology projects as a Quality Analyst is highly desirable.

Functional testing on new software releases and configuration updates

Odyssey Information Services Plano, TX 03/2008 - 02/2011

AAFES (Contractor)

QA Analyst

Implementation of strong access and control measures to restrict access to cardholder personal data

PCI test on credit cards, debit cards, and third-party financial gift cards on the POS system.

UAT testing with Business Users, Project Managers, and QA Analyst

ESSO Rational Exceed non-compliant fuel project.

Proficient at reviewing Business Requirement Specification to assure testability.

Data migration from the old system to new backend configurations.

Proficiency in Functional, Regression, Integration, Smoke, and user acceptance (UAT) testing

Familiar with Linux-based operating server.

Test EMV standards for Europe, MasterCard, and VISA global standard

Rebuilt POS register on the new hardware configuration

Experience testing a Point-of-Sale application

Experience testing credit, debit, gift card processing, credit certification, sales & returns, promotional discount functionalities

Major Pricing project for the pricing method for markdowns and clearance items.

Completed certification test for PCI compliance for American Express credit card

Knowledgeable of electronic payment processing systems, mobile payments, and loyalty systems

Functional testing on new software releases and configuration updates

Contact this candidate