Manager Support

Cassondra Wilder

US Citizen

**** ******* *****, ********, ** 43231

Cell: 614-***-**** E-mail: ***********@*****.***

LinkedIn: https://www.linkedin.com/in/cassondrawilder/

PROFESSIONAL SUMMARY:

Meticulous, analytical, and results-driven System Administrator with 15 years of experience in operation analysing, maintaining, configuring, upgrading and administering/operating multiple technology domains.

Manual/web applications and infrastructure monitoring, systems analysis, systems evaluations identifying & specifying business requirements. Installing hardware & software and supporting computer operations within mainframe, windows and client server environments. Troubleshoot and tracking, analysing, testing and deploying patches and hot fixes to fix or resolve the problems. Recognized for meeting client SLA’S all quality measure before the schedule deadlines. Collaborative, client focused and team leader with strong organizational and effective oral/written communication skills. Goal and team oriented professional with a proven track record in exceeding performance targets in high pressure environments achieving high levels of customer satisfaction.

TECHNICAL STRENGTHS:

Visio

Business Object

Clarify

IDM

Oracle

SQL

Java

SAP

CRM

Sailpoint

IBM Content Manager

Cognos

Crystal Reporting

PeopleSoft

PGP

SharePoint

COBOL

RPG

Windows 98 & NT

Windows 2000 & 2003

Windows Vista

Windows 7 & 10

MAC & IOS

Office Communicator

Lync 2013, Hubs, Routers

Unix/Linux/Oracle Server

Omegamon/Omegaview

Tivoli

TCM

TMS

DB2, Bridges, Switches

RSAM, IDA

Cyberark

Mainframe

Lotus Notes

Project Mangerment

TECHNICAL CAPABILITIES:

VSAM

Dell, HP, IBM, EMC

ISPF

IDMS

Cisco, Citrix, AIX

RMM

SNDM

Hitachi, WebSphere

ESF

DFHSM

Net APP, VMWARE, RMDS

DRMS

Remedy, Identity Manager

IOF

Active Directory

Service Now, RACF

SAVERS

EDUCATION & CERTIFICATIONS:

My Computer Career, Westerville, OH Graduate June 2019

Information Technology Security Administration

Technology Associate: Networking

Current Certifications: Linux Essentials; Microsoft Technology Associate: Security, and Server Fundamentals, Mobility and Devices Fundamentals, Comp TIA Windows 10, Server+

DeVry Institute of Technology, Columbus, OH

AS in Computer Science

A+ Certificate, New Horizon Dublin, Columbus, OH

PROFESSIONAL EXPERIENCE:

Morgan Stanley, Columbus, OH March 2020 – Current

Administration - Service Desk

Demonstrate strong customer service skills to provide phone support to internal end users to provide guidance and support, sound communications and customer service principles

Responsible for high quality end –user technical support, related to enterprise software and hardware

Responsibilities include assessment, triage, research, training/education and resolution of incidents and requests regarding the use of application software products and/ or infrastructure components in a fast paced 7x24x365 environment

Provides investigation, diagnosis, resolution and recovery for hardware/software problems

Installs, modifies, cleans up, run diagnostic programs and repairs computer hardware/peripherals and software

An understanding of technology and the ability to apply that knowledge to support all existing systems

Supports of all aspects of client support and immediate computing needs achieving high levels of first call resolutions

Nationwide, Columbus, OH April 2019 – July 2019

Specialist, IT Risk Management

Troubleshooting database connection errors review and test prior to moving to production

Migrating applications from Legacy IIQ to SailPoint IIQ platform

Assess issues/problem encountered and recommend an appropriate solution

Managing project scope/program risk, resource scheduling, update status and documentation, digital certificates management

Working with clients to support user acceptance testing, debugging and migration to production environment and 3rd party

Deliver identity management consulting services including client interaction, design, architecture

Deploying SailPoint IIQ Connectors for various target systems

Critical thinking in assess/problem encountered and recommend an appropriate solutions

Huntington Bank, Columbus, OH July 2018 – October 2018

IAM Administrator

Control user logical access to organization resources in business applications, according to pre-set of system rules, policies and authentication & authorization, risk and issue management

Perform account access administration, provisioning and de-provisioning of accounts

Control user on privilege/emergency access request

Maintain knowledge of internal processes, procedures and IT control policies

Perform security and change control related tasks in compliance with the Information Technology Control Policies, standard operating procedures and reference documentation using sharepoint

Appropriately document and highlight any potential risk concerns identified, escalating to management as appropriate

Respond to Service Manager incidents and ensure tickets are completed within the firm's documented SLAs for priority/severity impacts

JP Morgan Chase, Columbus, OH September 2016 – April 2018

Identity Access Administrator SR

On board applications for users add, modify, delete and password resets. Ability to independently troubleshoot and resolve complex security and system access issues

Establishing connectivity to Citrix and maintaining the different applications and effectively communication and working with customers request in Citrix regarding application support, technical issues, priorities and special requests from customers

Demonstrate continuous effort to improve operations, Any and all projects and or activities as assigned, streamline work processes and work cooperatively and jointly to provide quality seamless customer service

Troubleshoot and resolved issues; security, system & privileged access, setup administrator and service accounts

Provide a variety of applications and systems support and services to several different line of business

Respond to Service Manager Incidents and ensure tickets are completed within the firm’s documented SLAs for priority/severity impacts with the discretion of HSA system authority

Control user logical access to organization resources in business applications, according to pre-set of system rules and policies

JP Morgan Chase, Columbus, OH August 2015 – August 2016

Unix System Admin /Identity Access

Perform security Administration on various platforms installs/uninstalls, maintains, configures, and administers hardware & software on the following technologies workstation support, application, network and server administration

Break/fix support of user access and group rights assignment across all systems

Ensuring access is granted in accordance with Logical Access Control policy

Troubleshoot and resolve security system access issues recognize problems, trends, solution, and implements actions to remediate

Analyze requests for potential risk before action

Escalating, rejecting and querying requests when necessary

Review and maintain process/procedural documentation run book and Sop

Participated on a monthly basis in strategic prevention of disasters and testing offsite procedures for providing both permanent and temporary recovery

Critical thinking, System evaluation and configuration procedures, network standards, protocols & procedures, platform usage, capabilities and applications of network equipment

Knowledge of PKI, Activate Directory, IAM Access Administration standard frameworks and policies

Assure adherence to required IAM Controls, policies, standards, procedures, guidelines, and processes certificates & certifications

Creates, organizes, files, and maintains documentation to ensure IT procedures are met and the systems remain stable, accessible, and secure

Duties include Keon database, SQL query, system log and audits log

Cardinal Health, Dublin, OH August 2008 – March 2015

Analyst, End User Customer Support

Provided customer phone support, resolved technical issues, log and escalated calls as appropriate

Built strong relationship with end users by projecting a positive attitude and providing helpful support

Worked with over 150 applications and reset password in SAP FSP, Business Object, CRM, PGP, Blackberry, LMS, SAP Portal, People soft, IBM Content Manager, Citrix

Unlocked and reset passwords in Active Directory & IDM for user who forget their password

Troubleshot and solved problems efficiently by using active listening skills and asking pertinent, specific questions

Addressed user problems before escalating issues to a higher level of support

Fulfilled user responds to routine or standard requests from IDM and service now

Experience responding to and resolving user reported incidents at all levels

Communicates effectively with both technical and non-technical individuals at all levels

Worked with Citrix on connectivity issues and killing session and starting session add, delete, modify parameter on applications and logs

IBM Corporation, Columbus, OH May 1998 – August 2008

Computer Specialist

Recovered systems hardware/software for performance and maintenance

Supported Windows/Client/Server TCP/IP, Ethernet environment with connection to LAN/WAN, Internet and IBM S390 mainframe system, Data base server, SQL, Oracle, Linux, Unix

Monitored and managing the network server and system health performance to ensure that the systems is up and running without alerts or outages

Installed desktop software and troubleshoot server and network equipment

Served as trouble-shooter and problem solver on the mainframe/mvs operating systems for users

Helped with the installation and maintenance of hardware/software and managing applications and infrastructure tracking, evaluating, testing and deploying patches and hot fixes

Conducted daily resolution with support personnel and determined the root cause of problem

Managing servers, tickets/change support activity for systems maintenance and system availability

Wrote and revised procedures for ISO 9000 documentation on monthly basis

Identified/implemented procedure improvements to save the company thousands of dollars by attainment of all SLA’s and quality measurement

Contributed by using efficient standard processes in a timely manner to satisfy customers

Participated on a monthly basis in strategic prevention of disasters and testing offsite procedures for providing both permanent and temporary recovery

Monitoring and managing Citrix server for system health, installing hardware & software and supporting

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