Human Resources Support Analyst

De-Andre' Henderson

*** ***** ******* *****, *** Duluth, GA 30096

Cellular 914-***-****

**************@*****.***

EDUCATION

Kennesaw State University • Marietta, Georgia

B.S., Information Technology

EMPLOYMENT EXPERIENCE

Help Systems •Eden Prairie, MN • September 2021 to Current

Senior Technical Support Analyst

Managed and supported the GoAnywhere MFT application for by providing L2 support, via email, chat, phone and webinar meetings with customers.

Take ownership of each customer request and manage their expectations to ensure timely resolutions

Provide triage support for serval products in the Help Systems portfolio to eliminate wait time and provide the best customer experience.

Troubleshoot FTP, SFTP (SSH File Transfer) SCP and other web-based technologies.

Supported various windows OS, Linux AIX for IBM Power Systems, IBMi (AS/400, iSeries) Docker

Troubleshooting various User Authentication methods (LDAP, AD, SAML for SSO, SSL certificates, SSH public keys)

Configured user permissions for various folder configurations and file permissions.

Troubleshooting experience in various file systems UNC paths, Mapped drives Amazon S3 buckets, SMB versions 1,2,3 and 3.1.1 protocols.

Experience with algorithms and encryption. Encrypting data in transit over SSL, TLS, SSH. Files at rest using AES256 bit encryption. FIPS 140-2 validated algorithms from RSA.

Assisted in Key and Certificate Management. Created new Open PGP keys, imported/exported p12 certificate files

Created user automation using project workflows via graphical browser-based interface. No programming

Troubleshooting experience with various Databases, Oracle, MySQL, PostgreSQL, Maria DB, and Derby.

APAK Group Limited • Alpharetta, GA • Jun 2017 to August 2021

Business Support Analyst

Translate client requirement into functional specifications for a financial software product then derive and document test scenarios within these specifications to meet the demands of the wholesale finance product industry.

Test, implement and execute automated and manual test plans ensuring they are aligned with business functional and technical requirements

Coordinate between Developers, Client Relationship Managers to help identify and solve issues with the end product.

Document system enhancements and developments at a product level for future client use; create user guides based on new documentation for internal and external users.

Participated in User Acceptance Testing and Deployment.

Investigated and resolved technical incidents and problems in systems, services and environments.

Research, triage and test issues or inquires raised by clients to help identify application issues.

Ensuring solutions to meet business needs and requirements by managing traceability from project request to business and functional requirements.

Serving as the liaison between stakeholders and users for issues.

Triaged and provided solutions for client raised issues through JIRA adhering to a SLA based on the criticality of the issue.

Continually refines and re-prioritizes the backlog based on current progress, and the changes as the initiatives progress.

Performing requirements analysis and fit/gap analysis to identify missing requirements.

Koch Business Solutions • Atlanta, GA • May 2015 to November 2016

Information Security Analyst

Problem Resolution and Business Process Redesign: Participate in assessing areas that require or would benefit from improvements to current processes.

Initiated Human Resource system audits to ensure integrity and security of data as needed by creating annual user access control audits.

Vendor Security Assessments to ensure that vendors are maintaining compliance on file servers.

Maintain data integrity through systems analysis, developed queries and reporting as requested by Human Resources and management team members.

Ad-hoc reporting in Microsoft Excel using Varonis DatAdvantage.

Performed Disaster Recovery security audits annually to test the policies and strength of our security posture.

Exercised and documented various Risk Assessment policies to ensure compliance and validate that protective measure are operational and appropriate.

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