Service Desk Scrum Master

Stephen Luke

***** ******** **., ******, ** ***** 214-***-****(m) ***********@*****.***

Professional Summary:

Engineer seeking Information Technology Management or Lead Analyst position that allows for utilization of current skill sets; highly experienced with Team Management, Security(User Access and Cyber), Applications Support, Service Now, IT Service Desk Operations, Infrastructure, Solutions Development and System Implementation with extensive Incident Management, Problem and Change management experience throughout all project phases ; possessing excellent verbal and written communication as well as project management(Scrum Master) and analytical skills.

Work Experience:

First United Bank, McKinney, TX

Senior IT Analyst August 2021 – September 2023

Member of team that created IT Service Center which integrated Field Service, Service Desk and User Access into an optimum operational model.

Security administration and application support for all applications for FUB Banking, Mortgage, Insurance and Wealth Management.

Troubleshot and resolved via remote connectivity pc, network and application issues.

Participated in rollout of M365 to the cloud including MS Outlook.

HCL America, Frisco, TX

Senior IT Analyst /Incident Manager / Security Admin July 2015-August 2020

User Access Management: Performed Security Services for On boarding, Transitioning and Off boarding for Texas Dept of Transportation

System Administration for multiple applications(30+) inclusive of account creation/removal and assignment of permissions to the actual resource

Utilization of Active Directory and Novell Identity Manager to grant or remove access to network resources.

Senior Incident Manager in Support for Entergy Corp.

Managed major network, enterprise application(tier1) and middleware (Interface) outages that resulted in the page out of On Call and cognizant application and configuration item support personnel inclusive of upper management. Conducted technical bridges for purpose of achieving prompt resolution and to meet required operational and service level agreements.

Ensured that Service Desk and Network Operation Center manage outages via prompt notification of support personnel and assignment of parent ticket with recorded message to users of issue and estimated ETA. Ensured that support personnel provided periodic update to master ticket as needed to provide real time visibility to progress of problem resolution.

Supervised personnel to accomplish the following technical tasks.

• Service Now training for utilization by Service Desk agents

• Knowledge Base Solutions development for incorporation into Service Now Knowledge Base• Support of User Applications (500), ie; Enterprise apps, Webex, Outlook, Office 365, Jabber

• Windows 10 support, Call, Incident, Problem and Change Management.

• Remote Desktop Support utilizing Bomgar to resolve user application, network and pc issues

• Cisco Administration utilizing Cisco Unity Connection server for resetting Cisco Phone,

enabling/activating jabber(cisco phone) and changing name display

• Remote Connection Support including Citrix(utilizing Citrix Director), VPN and Xenmobile

• Security Administration via Active Directory, Identity Access Management utilizing My Identity

IQ, IDM Hub, SAP Admin and Oracle App DBA Admin

Texas Health Resources Information Services, Arlington, Tx

Incident Manager April 2004 – April 2014

Incident Manager and Senior Analyst that managed incident solutions requiring coordinating actions among Network Services, Application System Administrators and Field Services as required, as well as application support. Participated in the transitioning of initial service desk to a 24 X 7 centralized service desk incorporating the physician service desk. Representative accomplishments included the following:

• Participated in the implementation of Epic Electronic Health Record(EHR) to 14 Texas Health

Resources (THR) hospitals.

• Managed solutions for Epic EHR and associated interface issues relative to

Admit/Discharge/Transfers (ADT), lab orders and results.

• Managed and implemented solutions for additional applications and processes

• Prepared and reviewed Service Desk Daily Performance Metrics Reports indicating meeting of goals; ie, Service Level Agreements (SLAs), customer satisfaction surveys and other known performance indicators(KPIs).

• Conduction of training and coaching of Service Desk Agents• Constant learning of new applications and solutions

C IBC WORLD MARKETS(Oppenheimer); New York, New York

Team Lead and Client Server Analyst Jan 2001 – August 2003

Member of the CIBC World Markets Optimization project team participating in the post 9-11 recovery and transitioning of the help desk to a global 24 x 7 solution center. The global solution center is located in Toronto, Canada and encompasses the US, Asia, United Kingdom and Canada. Representative accomplishments include the following:

• Planned and coordinated the consolidation of the US Investment Banking and Global Technology helpdesks. All open issues(phone, VIP users, US unique software applications, client notification and special handling issues) were identified, addressed and resolved.

• Conducted meetings with the various desktop and helpdesk managers to outline plans and schedule deliverables; including preparation of weekly project status reports.

• Prepared US Products and Services Known Issues Matrix with correct assignment queues

• Knowledge author and coordinator of all US solutions submitted by myself and various groups; Desktop, Helpdesk, Network Operations, Unix Data Base and Server Operations which were then reviewed, edited and tested prior to being entered into Solution Center(Peregrine/HP) data base for use by analysts.

• Member of post 911 Disaster Recovery Team that accomplished the rebuilding of CIBC Network and Help Desk

• Performed network administration inclusive of network account creations, granting share access rights, resetting passwords and unlocking accounts, administering printer queues. Participated in helpdesk website development; troubleshoot and resolved remote access VPN and citrix calls; and provided technical coaching to other analysts.

PHILLIP MORRIS; Ryebrook, New York

Problem Manager January 1999- December 2000

• Supervised and trained service desk technicians

• Facilitated the transitioning of the Philip Morris companies into one centralized help desk.

• Coordinated actions among service desk, desktop technicians and various support groups achieving prompt resolution to reported computer and network related problems.

• Performed open problem follow ups and prepared monthly call statistics for management as they related to service level agreements goal accomplishments.

• Processed installs, moves, adds or changes, new network accounts and procurement requests.

LOCKHEED MARTIN/LORAL ELECTRONICS SYSTEMS; Yonkers, New York

Principal Engineer 1984 – 1990

• Responsible for Quality Assurance Engineering and project transitioning from pre-production to production for Rapport, the world’s first integrated(active/passive) advanced radar warning and jamming system for the Israeli Air Force. Duties include the supervision of five Quality Assurance engineers, vendor source inspections, quality audits and production readiness.

US Navy, Fleet Material Support Office, Mechanicsburg, Pa

Electrical Engineer 1981 – 1984

• Developed test requirements and Q.A provisions for surveillance radar type “A” specification

• Monitored dual satellite communication systems’ first article acceptance test; conducted physical configuration audits & contractor pre and post award surveys.

• Prepared test plans and final technical evaluation report for the Omega Navigation System

EDUCATION

State University of New York (SUNY) at Stony Brook, Stony Brook, NY

Bachelor of Science in Electrical Engineering, 1981

Bachelor of Arts in Managerial Economics, 1981

CERTIFICATIONS AND PROFESSIONAL ACHIEVEMENTS

Special Service Award, Naval Electronics Engineering Center, Vallejo, CA; 1982

Quality and Reliability Assurance(3yrs); Naval Material Command, Corona, CA; 1984

Information Technology Infrastructure Library (ITIL) V3 Foundation Certification; Arlington, TX; 2009 Information Technology Infrastructure Library (ITIL) V4 Service Management, Frisco, TX; 2020

Agile: Scrum Master and Kanban: Irving, Tx; 2018

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