Support Representative Level II

Shawn Barker

Certified Ethical Hacker CompTIA Security+ Certified

Phone 702-***-**** Mobile 702-***-****

Email adwl7e@r.postjobfree.com

Technical Summary

Software:

OS – AIX/UNIX, AS400, MS DOS, Windows 3.11, 9x, NT, 2000, XP, Vista, Windows 7, 10 and 11 Windows Server 2012. 2016, 2019 and 2022 Advanced and SBE Active Directory Citrix, VPN, VDI and DUO Administration.

MS Azure Administrator grant and remove roles in cloud AD

Use of SNOW or Service Now ticketing system with reporting and documentation

Casino Gaming Applications – IGT Advantage Players Club, IGT Machine Accounting, IGT Table Manager, OASIS, NRT EZ PAY, CMS

HOTEL PMS – Springer-Miller Systems, Opera ORS, Opera PMS, LMS, Atlas and Clarity

POS – Infogenisis, SMS Touch, Micros, Aloha

SPA – SMS SpaSoft, Melenium

REPORTING – FileNet, Infinium, Tandem, Kronos, Avero, RFile

HOTEL/CASINO SECURITY – ITRAK Surveillance, ITRAK Security

Experience

Oct 2021 – Mar 2023 White Cap Las Vegas, NV - Remote

Customer Support Representative – Level II

Configure Applications on Server backend to interface with internal White Caps website

Assisted with setting up Multi Factor Authentication and SSPR for end users

Join migrated PCs and laptops to White Cap Domain

Administer MS Azure accounts for new users and administrators.

Provided Application Support assistance after hours holidays and emergency on-call.

Used Service Now or SNOW for ticketing and creating knowledge base and reporting.

Jan 2021 – Mar 2021 ASMR Customer Service Representative Las Vegas, NV – Remote

Customer Support Representative – Temp Assignment

Run scripts on Server Backend for Salesforce configuration

Administer Sales Force accounts for new users and administrators.

Used Service Now or SNOW for ticketing and creating knowledge base and reporting.

Provided Application Support assistance after hours holidays and emergency on-call

Sept 2020 – Dec 2020 Clark County Elections Department Las Vegas, NV – On Site

Field Technical Support – Temp Assignment

Inventory and kit all election equipment for use as kiosks at various sites throughout Clark County.

Set up networks and kiosks at pop up election locations and troubleshoot any technical issues.

Maintained inventory at sites and verified secure equipment profiles were all in place.

Tore down, re-inventoried, documented all equipment and stored at elections department warehouse.

Feb 2012 – Feb 2020 Diamond Resorts International Las Vegas, NV – On Site

Help Desk Analyst

Assisted Development to interface with SQL Server after configuration of backend..

Manage users to access files grant permissions, using Active Directory.

Grant property administrators access to perform software and network configurations.

Provided Application Support assistance after hours holidays and emergency on-call.

Maintain records of daily data communication transactions including tracking and resolving help desk tickets in accordance with company procedures for SOX and PCI audit requirements.

Jan 2010 – Nov 2011 MGM Mirage IT Las Vegas, NV – On Site

Network Security Specialist

Manage users to access files grant permissions, using Active Directory.

Initial server backend configuration to the Exchange Server

Grant property administrators access to perform software and network configurations.

Provided Application Support assistance during off days/hours and emergency on-call.

Maintain records of daily data communication transactions including tracking and resolving network security tickets in accordance with company procedures for gaming audit requirements.

Remove, Revoke, Restrict access to files, user accounts using AD.

Knowledge of administration in over 200 different software applications.

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