Desktop Support Information Security

Divine Tamakloe

Scotch Plains, NJ ***** 908-***-**** ***********@*****.***

SUMMARY

Efficient and technically savvy Server Administrator, Networking, and Desktop support professional with a broad IT background that includes security practices and protocols,special implementations, and team management and training.Collaborates with cross-functional groupsto provide timely problem resolution.

EDUCATION:

Avtech Institute of Technology:Amazon Web Services (AWS) – In-progress

Microtech Technology Institute:IT Server/Networking

Kumasi Polytechnic Institute Ghana- Diploma (City & Guilds of London Institute): Mechanical Engineering

CERTIFICATIONS:

Amazon Web Services (AWS) - In-progress

MCITP: Enterprise Administrator Certified

MCDST Certified

Microsoft Certified System Engineer NT 4.0 (MCSE) Certified

A+ Certified

Cisco Certified Networking Associate (CCNA) Certified

Oracle 9i Certified Associate (OCA) Certified

SOFTWARE, HARDWARE, PLATFORMS, TECHNOLOGIES

Active Directory GPO Acronis AWS Biometric Devices CODIS CyberArk DHCP DNS WINS LDAP TCPI/IP DUO Kace LAN/WAN PeopleSoft Remedy RIS RSA SailPoint ServiceNow VPN Windows WINS Citrix Zscaler Exchange Server Office 365 Workday JIRA SCCM HYENA

EXPERIENCE

Everest Re Group, Ltd, Liberty Corner, NJ 07/2018 – Current

Systems Engineer

Active Directory and Group Policy Organization (GPO) expertise:Create and onboard service IDs in CyberArk(Cyber Security) and add passwords to Temp safe. Provide Active Directory security group member and user group membership reports for auditing. Perform bulk Active Directory user updates and run Active Directory user inactivity and application reports for SOX Audit compliance. Create Outlook Distribution Lists (DLs) and shared mailboxes in MS Exchange. Use Zscaler to white and black list websites. Also create Zscaler AD group for white listing of websites.

User Account/Application Administration: Perform administrative tasks in Active Directory, RSA VPN/ DUO and company applications: Create user accounts, update access levels,create security groups,modify security group access levels, create-modify Outlook email distribution groups, conference rooms and shared mailboxes. Process employee terminations to meet SOX Audit deadline. Create Citrix end user account and setup users to access citrix (Client Access).

Serve as a team lead for five offshore and three internal staff members. Create knowledge base document and setup weekly training for the team.

End-User Support: Work with different IT teams to troubleshoot application access issues. Provide user support remotely using ServiceNow ticketing for associates with application access issues.

Support and reimage window 10 Laptop-Desktop and MacBook’s, for deployment. Create and support WebEx user accounts and coordinate move projects. Configure mobile devices and Laptop with wireless or Wi-Fi build in capabilities. Install Symantec and MacAfee Antivirus software. Install VMware to run multiple application and operating system workloads on server – thus enabling better resource management. Download and install updated windows patch management. Configure and Support iPhone and Android IOS. Install and Troubleshoot Office 365, Microsoft Teams, SharePoint, OneDrive, DocuSign, Druva, Skype, Zoom application and setup Zoom Audio-Visaul meetings. Support OKTA single on, Mimecast and AirWatch MDM. Perform data migration and restoration during pc reimage. Provide support for external and internal end users using remote access tool. Special Projects: Add users to Active Directory security groups for intranet upgrade. Performed bulk administrative tasks such as disabling accounts and extending account expiration dates. Ran AD Information Update Script, imported HR spreadsheets and updated user attributes accordingly. Create user group and group membership reports. Create network share access control list reports and setup AWS workstations.

ServiceNow Workflow Updates: Collaborated with corporate applications teams to improve the access request approval and routing workflow of the ServiceNow ticketing system. Work with Corporate Security team and VP of Information Security and create a ServiceNow Improvement suggestion document.

Office of Chief Medical Examiner (OCME), New York, NY 05/2007 - 09/2017

Certified System Administrator III/Server/Network and Desktop Support

Supervised highly skilled Server Admin/Desktop Engineers. Assigned tasks to Server/Desktop staff and established a schedule for completion. Used Remedy to assign tasks and maintain coordination to meet SLAs. Proactively maintained communication with clients through analysis and remedy processes, particularly in difficult end-user situations, and followed through to resolution.

Addressed server, desktop, and network hardware and software issues,recommended and implemented solutions as needed.

Used Active Directory to create, manage and maintain end-user accounts, objects, and attributes to streamline resource allocation. Terminate user accounts to free-up resources and lighten file transfer workloads.

Created Outlook email accounts using Exchange 2008 server and assisted with email settings through Outlook when needed. Setup and configure HP, Lexmark, Xerox printers-copy machines and Konica MFP and Papercut printer.

Troubleshot WAN/LAN issues, including workstation access, patching of LAN Ethernet pots and deployed IP phones and provide remote support for external users.

Monitored and troubleshot audio/visual equipment and performed security camera maintenance

Checked anti-virus, adware and spyware software, backup configurations, automatic desktop maintenance settings, etc. Pushed Windows updates to user computers.

Supported the implementation of internal business systems and maintained operating procedures and end-user documentation.

Documented IT-related procedures and processes to improve overall team knowledge. Provided on-site training for all aspects of the scope of work as needed

Established a project plan and deployed Network Xerox copier machines and printers across the agency

Installed, configured and troubleshotCODIS software 5.7/7.0 on designated servers and workstations

Supported DNA Hits, Gene Scan genotypes, FISys 7.11, Rotor-Gene 6.0, FMS, and DNA Sequencher analysis

Implemented VeriPic and SpendMap biometric devices

Created and deployed PC images using Ghost, Kace, RIS and Acronis software

Updated and supported Unified Victim Identification System application (UVIS) and managed special projects during disaster preparedness drills

ADDITIONAL EXPERIENCE

Server Administrator / Network/ Desktop Support Analyst, Marsh Inc. New York, NY

Provided technical support forWindowsservers and desktop computers, provisioned servers, troubleshot hardware and software issues, and monitored system alerts.

Assist in the maintenance of the infrastructure servers, DHCP, WINS, DNS and Active Directory domain controllers.

Install and configure desktop and laptop computers, using company standard image with ghost package. Setup user computers on company network and configure local and network printers.

Troubleshooting hardware issues. Perform upgrades and apply patches as necessary and use version control to deploy firmware and driver upgrades to servers. Perform daily monitoring of all alerts to address hardware pre-failure warnings. Provision servers when required for new builds or for a system refresh.

Maintain a working knowledge of internal client specific applications, test and deliver patches and upgrades. Prepare and present weekly technical reports to management

Desktop Support Analyst:The Guardian Insurance Co., New York, NY

Reimaged and configured desktops and laptops in Windows Workgroup environment. Rolled out Windows 3.0 to Windows 95 client. Troubleshot LAN, hardware, and software problems.Installed and configured Gateway Service for NetWare in support of both NDS- Base and NetWare system connectivity

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