Enrollment Specialist Support Analyst
Resume:
Kareem A. Lawrence PMP,
Pending: ACP, PSM.
***************@*****.***
Frisco, Texas, (willing to relocate)
EDUCATION:
Kaplan Career Institute (Harrisburg, Pa), (January 2010- May 2012)
Associate in Specialized Technology,
Central Penn College (2012) Computer Networking Technology
Project Manager Professional Certified (January 14, 2023) PMP® Number: 3400486
Skills:
Certifications:
Certified Project Manager Professional, Fiber Optics Technician; CCENT/CCNA ICND1 (in pursuit), CCNA ICND2 (in pursuit)
Platforms:
Microsoft Windows 7, Microsoft Windows XP, Microsoft Vista, Linux, Active Directory, Microsoft Exchange, Palo Alto firewall 320 series, Barracuda, TRAPS/Cortex, Microsoft Office 365, PIV Card enrollment process.
Applications:
Microsoft Office, McAfee Anti-virus, Endpoint Encryption (Safe boot), Cisco Any Connect; Checkpoint HGRA Remote Client, SSLVPN, Citrix XenApp, Remedy Ticketing System, Intune, SCCM, Bigfix.
COMPUTER PROFICIENCIES
Microsoft Office 365, MS Access, Excel, PowerPoint, and Word; QuickBooks; Xero; HTML; Java; SQLScript, Jira, Monday.com
SUMMARY OF QUALIFICATIONS
Managed marketing campaigns for small businesses, corporations, and non-profit entities; aptitude for coordinating digital media marketing initiatives to complement traditional campaign procedures.
Expertise in ensuring the compilation and analysis of sales statistics and other key metrics to guarantee optimal progress toward campaign goals.
Proven record of designing and implementing marketing campaigns that generate significant revenue and are completed under budget and on time.
EXPERIENCE:
SAIC - Dallas, TX, (October 2018 Present)
Lead System Administrator / IV/ PIV Card Enrollment Specialist -
Provide Tier 2 and Tier 3 support for End Users Desktops and Laptops for Birmingham locations and all remote users in a team environment.
Diagnosing and resolving various issues remotely and on-site (hardware, software, network, and
Printing-related issues).
Personal Identity Verification team lead and SAIC onsite
Configure, Image, and Deploy new and existing machines via USB and PXE using WDS, and track and update CMDB asset management for 300 + federal government equipment.
Enroll and activate new PIV card, applicant PIV card PIN resets, and resolve Domain connection issues, VPN, and PIV certificate issues for remote users.
Install the software on the user’s computers needed for development, testing, and production, while
Managing LDAP connectivity on Xerox WorkCentre Copiers
Manage computer and user accounts in Microsoft Active Directory, and Assist in TO-48 (Migrating user computers from Win7 to Win10 for the Dallas locations)
Deployed update packages via IBM Big Fix, Security deployments via McAfee EPO, and Windows Server AD GPO, while performing Daily Scrum meetings to report weekly task.
Participated in Daily Scrum calls to report any impediments occurring on the project.
Managed a variety of SAIC projects, including fiber optic upgrades, Win10 refresh transition from Windows 7 to Windows 10, Migration from legacy to Zero trust, Point of contact for Dallas Audits, Genesys phone system upgrades, and training systems administrators on how to enroll and activate PIV cards. Assisted system administrators with the project decommissioning process in preparation for project conclusion.
Legislative Reference Bureau – Harrisburg, PA, (July 2015 – September 2018)
System Administrator and Project Coordinator.
Provided support for over 200 users at the Legislative Reference Bureau (LRB).
Provide help desk, programmer, analyst, and other services for office computers, equipment, and network.
Evaluated data processing proposals to assess project feasibility and requirements.
Conduct research and recommend the type of hardware and software to fulfill new or changing needs.
Maintained current inventory of legislative department documents for distribution to the Bureau staff and other personnel.
Provide technical support between the department Bureau and other State agencies within the Capitol complex
Facilitates use of computer hardware, and electronic equipment by maintaining a working knowledge of all Bureau hardware and equipment, and by troubleshooting, testing, configuring, and distributing professionally
Maintain knowledge of advances in technology. Attended meetings with the department leaders to discuss workflow analysis, setting priorities, and building standards.
Conducted research and recommended the type of hardware and software to fulfill new or changing needs.
Managed, monitored, and troubleshoot Palo Alto Firewall issues, while safeguarding against data loss, and maintaining a current and complete backup system for network servers.
Managed, monitored, and troubleshoot Barracuda Spam Filter.
Monitors network usage, provides usage and installation reports and assists others in maintaining a current inventory of network hardware and software,
Created and managed AD accounts, exchange accounts, and manage phone door systems.
Enables usage of computer hardware and electronic equipment by performing installations, upgrades, and customization.
Maintain computer hardware and electronic equipment operational, by performing minor maintenance, maintaining usage logs, arranging for outside service when necessary, and maintaining service records.
Enhances software performance by testing new software packages, installing new software, upgrading existing software, configured, and created software, adapted, and customized, and maintained special in-house software programs.
D&H Distributing – Harrisburg, PA, (January 2015-July 2015)
Desktop Support Analyst: (Contract Position)
Assist users over the phone (and in-person), while Troubleshooting issues such as Printers, Cisco, and any other connected issues
Support Microsoft OS and Microsoft Office applications (word, Excel, Outlook) and Windows 7, Windows 8, Windows 10, Microsoft Surface)
Manage users in Active Directory, creating AD accounts, unlocking accounts, troubling Active Directory, and issue and create exchange accounts for the company
Set up Cisco Desk phones and manually created accounts within Cisco Unified System, and solely managed the Help Desk Portal.
Netrepid – Harrisburg, PA, March 2013-January-2015)
Tier I Technical Support &Junior. Network Infrastructure Engineer -(Contract
Position)
Assist Network Engineer in installing and maintaining network equipment, as well as wiring physical copper, and fiber cabling
Troubleshooting, diagnosing, repairing, installing, set, configuring, and deploying workstations, servers, SANs, and software packages
Configured network devices: such as server 2008-2012 and Cisco layer 3 devices, and replace server hardware
Knowledgeable in structured wiring installation, troubleshooting, and maintenance
Provided IT support service via phone, email, and remote assistance
Resolved billing issues, responding to emails, and any general customer-related problems, while troubleshooting Citrix Connection Issues, and profile problems
Partnered with Tier II technicians to resolve complex problems that required escalation, and monitored server backup reports daily
Documented all technical issues, as well as Help Desk incident tickets
TechniSource, Inc. – Harrisburg, PA, October 2010- March 2013
Help Desk Analyst
Provide technical support to over twenty-five end-users daily for computer-related software and hardware technical issues via, telephone, email, and web chats; including, conducting appropriate follow-up
.Triage and troubleshoot, diagnose, and resolve incidents through the use of experience, available documentation, and tools, including documentation of help desk tickets/resolutions
Communicate current outage and critical incident status to callers and, if new information and symptoms are reported, communicate to the tactical response unit to update the team on the technical bridge
Participate in continuous process improvement activities for the Organization
Exceptional written and verbal communication skills
Outstanding organizational skills, including paying attention to detail and multitasking skills
Very knowledgeable in working on Microsoft Project, Microsoft Excel, and excellent knowledge and experience with IT infrastructure and software application projects
Exceptional client-tell communication skills, and good customer rapport
Contact this candidate