Support Representative Scrum Master
Resume:
JAMES D KENDALL
Annville, PA ****3
**********@*******.***
SUMMARY:
CompTIA Certified Information Technology Professional.
Identify components within a PC and troubleshoot/repair common problems related to hardware and software.
Worked with software development following a SDLC development cycle.
Install Windows 7 and Windows 10 as a clean install or upgrade from a previous version. Configure Windows 7 and Windows 10 settings to optimize network.
Implement policies, procedures, and best practices to safeguard and protect data, reports, and access. Coordinated and worked with network administrators to ensure smooth operation. Provided Tier 1 and Tier 2 (Escalation) problem identification, diagnosis and resolution of problems. Provided support for the dispatched system and hardware problems and remained involved in the resolution process.
Implement policies, procedures, and best practices to safeguard and protect data, reports, and access. Performed preventative maintenance and upgraded systems to ensure network, system and data availability and integrity. Provided Tier 1 and Tier 2 (Escalation) problem identification, diagnosis and resolution of problems.
Acted as Scrum master on multiple Enterprise level projects. Set up daily scrum meeting, facilitated scrum reviews, assisted developers in creating stories, helped team in working in scrum environment.
oExperience in requirement gathering and writing project plans
BACKGROUND SUMMARY:
Behavioural Health (11 years total)
Retail / POS (8 years total)
Management (8 years total)
IT Technical Support (10 years total)
IT Analysis and Administration (7 years total)
Project Management/Scrum Master (6 years)
COMPUTER SKILLS:
Operating Systems: Windows based OS up to and include Windows 8 and 10, Familiar with Unix Command line interface. Familiar with Unix Command line interface.
Applications: Microsoft Office – Word, Excel, PowerPoint, Access, Microsoft SharePoint 10,13, MacAfee Security Suite, ServiceNow Ticketing system, Clonezilla Imaging software, Microsoft Project, Microsoft Project Server. Splunk dashboards and servers. Updated and tracked NIST and ACAS files. Jira and Confluence along with Atlassian updates and applications.
Networking: Active Directory, Remote Desktop, Network Standards and Protocols Multiplexing, switching technologies and Internet protocol, LAN/WAN Technology and Applications, Router interfaces and internal components, IP Addressing and subnet design, Understanding, printing and troubleshooting a network, Network Systems Management
Programming Languages: MS Visual Basic, GUI Applications on Unix/Linux systems
Personal: Familiarity with customer care, trained in active listening and counselling, group dynamics, provided management and administration for national companies and Federal departments. Performed management and leadership roles for technical teams. Updated and maintained Security process documentation as designated security agent.
Training: Experience in running training groups of various sizes, creating training documentation, created training presentations and training manuals.
CERTIFICATIONS:
CompTIA Security+ Certified
Certified Scrum Master
EDUCATION:
ITT Technical Institute, Mechanicsburg, PA
Associates: Computer Network Systems
Graduation: December 2005
Alvernia University, Reading, PA
Bachelors: Psychology
Graduation: December 1990
PROFESSIONAL EXPERIENCE:
22nd Century Technology
Unix System Administrator
March 2023- Present
Contractor with the Department of Defence – Defence Information Systems Agency
System administration using HPUX OS.
Creating New Accounts. Modifying existing accounts
Adding to, creating and modifying work groups
Troubleshooting server issues.
Running Net BackUp and Network SSH
Providing support and updates to Mission Partners.
Updating STIGS, working remediation
Using ITSM+ for ticket documentation and reporting.
Using Centrify for system administration
oAdding/requesting storage for server issues.
oApplying patching for updates
oUpdating ACAS issues
oCreating and modifying Splunk dashboards for alerts and updates.
Dine Development Corporation
Unix Application Administrator/ Infrastructure Support
June 2021 – January 2023
Working with the Dept. of Defence – Defence Information Systems Agency.
Updating, troubleshooting and completing daily administration on Unix server applications.
Vetting and approving access requests for DISA Secure File Gateway – a program designed for SFTP.
Provided support to Mission Partners with infrastructure updates, timely maintenance support and intensive troubleshooting.
Maintaining security of defence information through constant supervision of Partners request, keeping individual accounts updated with least privilege states.
Written/Researched/Ran group trainings on multiple subjects.
Acclaim Systems, Inc.
Transition Helpdesk Team
Mar 2021 – June 2021
Helping Verizon move the Commonwealth of PA from Skype for Business to Microsoft teams by working with upper tier helpdesk personnel. Using Teams, Skype, PowerShell ISE, ServiceNow to update State users to new system. Creating Knowledge documents, creating, updating and resolving user issues.
Provided Tier 1 and Tier 2 (Escalation) problem identification, diagnosis and resolution of problems. Provided support for the dispatched system and hardware problems and remained involved in the resolution process.
Provided support for implementation, troubleshooting and maintenance of systems.
Oversaw information administration technical analysis operations, creating and revising standard operating procedures (SOPs), collaborating with multiple agencies to unify systems and implement best practices.
Install Windows 7 and Windows 10 as a clean install or upgrade from a previous version. Configure Windows 7 and Windows 10 settings to optimize network.
Implement policies, procedures, and best practices to safeguard and protect data, reports, and access. Coordinated and worked with network administrators to ensure smooth operation
Set up of administrator and service accounts and maintained system documentation
Deloitte Consulting LLC, Mechanicsburg, PA
IT Consultant
Jul 2017 – Jun 2020
Working in a team-oriented environment developing IT solutions for state and private corporations. Actively participating in development projects from initial concepts to project rollout. Job entails use of SQL Server, Visual Studio, interactions with various State government support staff involved in these projects and other customized development of technology.
Performed preventative maintenance and upgraded systems to ensure network, system and data availability and integrity. Provided Tier 1 and Tier 2 (Escalation) problem identification, diagnosis and resolution of problems.
Provided support for the dispatched system and hardware problems and remained involved in the resolution process. Schedule all maintenance such as security patches, fixes and upgrades
Increased system security and performance with proactive changes. Improved job tasks and mentored junior team members on best practices and standards.
Provided effective resolutions to issues and escalated problems with knowledgeable support and quality service.
Orchestrated and oversaw upgrades to system hardware and software. Helped in the develop of SDLC (software Life cycle)
Performed duties as Scrum Master to multiple Enterprise Agile Projects. Assisted developers in creating stories for projects. Attended and facilitated daily scrum meeting, hosted Scrum reviews and Scrum retrospectives.
Assisted project managers in preparing development team for Agile projects. Helped develop user stories and requirement gathering from mission partners.
Duties also involve sending out deployments, testing of systems, Batch monitoring and another in-depth research as needed for the project. Helped develop Merger and Acquisition proposal involving Windows 10 migration and re-imaging software for company laptops.
Worked with Tennessee State Human Services by Creating Splunk Software dashboards to the state’s online services. Helped set up Splunk servers and defined Splunk security options.
Worked on a project as system administration/cybersecurity on a project for the United States Marine Corps.
oThis entailed working with Marine Corps IT groups, following DOD guidelines, completing updates to ACAS and NIST scans in the systems.
oCreated the projects onboarding training manual.
Tek Systems, Harrisburg, PA
Nov 2016 – Feb 2017
Backup Server Support Technician
Working with Well span Health through the Good Samaritan Hospital in Lebanon,PA. Duties include maintaining backup servers for Lebanon County Well Span operations. Retrieving, maintaining and documenting backup tapes.
Documenting and following up on issues with the backup server. Maintaining security of patients’ information. Working with DBA to maintain server integrity.
Godiva Chocolatier, Wyomissing, PA
Aug 2014 – Apr 2016
Retail Data Analyst
Responsibilities include installing Microsoft software in store equipment including registers and laptops. Hard drive replacement and installation. Installing retail equipment into new and renovated stores.
Completed networking of LAN and WAN architecture, installed routers, switches and firewalls.
Troubleshooting Level 2 network issues. Completed a detailed analysis/breakdown of intricate billing structure related to outside vendors monthly bills for phone/internet services.
Worked with project managers on business upgrade projects in both Agile and Waterfall frameworks.
Monitored and trained Level one personnel on proper computer operations. Wrote training programs on register operations and followed up training with store personnel.
Trained store managers on Windows applications and created Training documentation for store personnel on register applications.
Used ServiceNow ticketing system to create knowledge based documents for training staff on updated systems repairs.
Monitored McAfee EPO for North American retail chain. Created, documented and assigned tickets using ServiceNow ticketing system
Rite Aid, Mechanicsburg PA
Oct 2007 – Aug 2014
Field Systems Support Representative
Responsibilities include troubleshooting software issues in a 24/7 Technical support center atmosphere working with both Unix and Windows based applications, Creating, updating, and completing incident reports in an ITIL based records system.
Worked with Active Directory, Remote Desktop, Network Standards and Protocols Multiplexing, switching technologies and Internet protocol, LAN/WAN Technology and Applications, Router interfaces and internal components, IP Addressing and subnet design, Understanding, printing and troubleshooting a networks and Network Systems Management.
Troubleshooting included password creation, password resets, remote server repairs, router resets, submitting store equipment replacement orders, assigning, and working with field techs who have been dispatched to handle hardware issues.
Helped created a combined Front end and Pharmacy dashboard to facilitate help desk ticketing. Wrote knowledge-based documentation for issue troubleshooting. Trained staff on proper help desk technique.
Susquehanna Developmental Services Harrisburg, PA
Jun 2006 – Jun 2007
Program Specialist
Responsible for writing behavioural health and welfare plans, follow up on monthly reports, updating consumer’s goals, completion of quarterly and annual reports, linking the mental health needs of our consumers with administration, state and local agencies as required.
Supervised the overall operations of 8 Assisted Living houses in and around the city of Harrisburg, PA.
Interviewed, hired and assisted in the training of new staff. This training included how to assist in Activities of Daily Living, Medication Administration, Crisis Management and the application of Non-Violent redirection during aggressive interactions.
Managed 8 supervisors who in turn managed between 5 to 7 employees in Community Living Arrangements. Completed hiring interviews, scheduled and ran monthly manager meetings, handled manager/employee issues, approved employee hours in KRONOS timekeeper and prepared housed for yearly state inspections.
Ran group training with between 5 – 30 staff members on multiple subjects including:
oDocumentation writing
oIncident response
oCommunication techniques
oPositive interaction alternatives for activities
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