Network Security Customer Service

GENE TITENSKY

**** *. *** ****** *****, ID ***** 209-***-**** ********@*****.***

ESULTS-DRIVEN CANDIDATE specializing in IT, Network Security, Hardware / Software Configurations, Troubleshooting, Policy / Procedure Development, and Customer Service eager to apply strong communication skills, workflow prioritization, and attention-to-detail toward optimizing an employer’s success. EDUCATION

Bachelor of Science in Forensic Science (Projected) UNIVERSITY OF NEW HAVEN Related Coursework

Introduction to Forensic Science • Introduction to Criminal Justice • Criminal Law • Principles of Criminal Investigation Advanced Forensic Science I / II • Crime Scene Investigations & Pattern Evidence • Seminar in Forensic Science Cyber Crimes & Criminal Law • Network Security & Data Protection Certificate in Network Security UNIVERSITY OF NEW HAVEN Related Coursework

Computer Crimes: Legal Issues & Investigative Procedures• Network Security & Data Protection • Crime Scene Investigations & Pattern Evidence • Principles of Criminal Investigation Certificate of Completion ANDERSON BUSINESS SCHOOL AT UCLA Professional Emphasis

Small Business Management • Financial Planning with Government Programs for Child Care Providers PROFESSIONAL SYNOPSIS

Systems Analyst/Desktop Support Manager

Premier Infusion Care JANUARY, 2018 - PRESENT

Maintain a high-level technical and functional expertise on supported systems

Ensure that applications meet business requirements and systems goals

Fulfill end-user requirements

Identify and resolves systems issues

Prepares an analysis of costs and benefits so that management can decide if system upgrades or new implementations are financially worthwhile

Devise ways to add new functionality to existing systems

Design and implements new systems by choosing and configuring hardware and software

Oversee the installation and configuration of new systems to customize them for the organization

Analyze, interpret, and present research findings for preparing design specifications

Responsible for analysis, design, configuration, and support of IT solutions that improve business efficiency and productivity as well as support business strategies and goals.

Lead teams in iterative product development using lean principles and a quality-first approach to development.

Partner with peers across the enterprise to find opportunities for code sharing, common services, joint development, reduced redundancy, etc.

Coordinate across multiple business area leaders, each with active strategic program, and work to reconcile those into a clear portfolio.

Attract top talent and ensure career development of People solution team members.

Developing a cohesive global team working in a ‘One Team’ culture, blending seamlessly across multiple geographies and matrix reporting structures.

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Ensure standards compliance to IT and area policies and guidelines.

Accountable for delivering quality solutions through close business partner partnership, with a focus on business process and strong delivery methodology.

Formulate and define system scope and objectives through research and fact-finding to develop or modify moderately complex information technology.

Analyze and revise existing system logic difficulties and documentation.

Identify areas of opportunities within the system for improved efficiencies, and optimization.

Provide insight and guidance on new or modified business proposals.

devise or modify procedures to solve complex problems considering computer equipment capacity and limitations, as well as, operating time for desired results.

Prepare detailed specifications from which programs will be written.

Function as a project leader when involved in large projects, and may assume some leadership duties.

Responsible for identification and communication of business needs and translate business requirements into functional and technical specifications.

Determines if internal or external solutions exist or whether new solutions are feasible.

Determine if these solutions impact existing work processes and systems as well as ensure proper integration, testing, system documentation and conducts end user training.

Technical point of contact on assigned projects.

Collect information to analyze and evaluate existing or proposed systems.

Analyze and evaluate present or proposed business procedures, identifying and mitigating technical risks.

Research and recommend hardware and software development.

Research, plan, install, configure, troubleshoot, maintain IT deployments (HW / SW / system integration).

Prepare detailed flow charts and diagrams outlining systems capabilities and processes.

Propose system designs to validate feasibility, cost, time required, and compatibility with current system.

Collaborate with other technical resources to finalize systems design.

Deploy / troubleshoot / resolve hardware, software, and connectivity problems, including user access and component configuration.

Write and maintain system documentation.

Handoff project implementation to the Desktop Support resources (develop a training plan as necessary).

Generates report and provides status regular updates to Program Manager (may include other Department Heads).

Maintain confidentiality with regard to the information being processed, stored or accessed by the network.

Other responsibilities assigned by the Program Manager / Executive Leadership.

IT Documentation Maintenance

Ticket Quality Assurance

Maintain a work pace appropriate Service Desk Analyst Insight Global JULY, 2016 – JANUARY, 2018

Document resolutions clearly within a ticket system and knowledgebase

Establish and maintain effective working relationships across the Health System

Maintain a work pace appropriate to the workload

Troubleshoot and resolve issues using remote control and screen sharing tools

Work variable shifts including nights, weekends and holidays as needed, as well as to travel to off site locations as required

Demonstrated knowledge of proper telephone usage and etiquette

Excellent written and verbal communication skills in English

Experience with remote support tools

Experience with ticket tracking system – Service Now

Knowledge of Apple and Android mobile devices

Knowledge of MS Office Suite, Windows OS, and MAC OS

Demonstrate customer service skills appropriate to the job

Possess the skill, knowledge and ability essential to the successful performance of assigned duties

Proficient with Active Directory Users and Computers

Proficient with the use of SCCM

VMware knowledge

Service Desk Analyst

Allied Digital NOVEMBER, 2015 – DECEMBER, 2015

Network Troubleshooting and Consultations Service Desk Analysts (Phone support)

Assisted Field Technicians by providing second level support

Interfaced with end-users to provide problem resolution via the telephone and remote desktop support for hardware, software and other items.

Provided administrative tasks, such as password resets, permission management, account creations, remote software installations, etc.

Escalated problems and requests according to established procedures when necessary

Performed testing of system or application enhancements or modifications prior to the release for users.

Accessed software updates, drivers, knowledge bases and frequently asked questions resources on the internet to aid in problem resolution.

Independent Contractor

JANUARY, 2015 – JULY, 2016

Network Troubleshooting and Consultations

Microsoft OS ( 95, 98, ME, 2k, XP,Vista, Windows 7, Windows 8 And Server 2012)

PC custom builds

Virus diagnostic and repair

Security consultations and implementation

MS Exchange trouble shooting

Backup and restoration of data

President of DUSPI Inc.

DUSPI Inc., Hawthorne, CA JANUARY, 2011 – DECEMBER,2014

Provide direction in and maintains current knowledge of educational reform and instructional best practices in all aspects of PreK-7 urban education. Supervise the work of the Offices of School Leadership, Accountability, Curriculum, Instruction and Assessment.

Work with parents and staff to create a system that uses data to establish a culture of data-based decision making; build capacity to use data collaboratively, continuously and effectively to improve teaching and learning.

Build systems and policies necessary to bring solutions to scale.

Clear articulation of organizational priorities, policies, and plans to achieve student, school, and district goals to diverse audiences with differing socio-economic, ethnic, and cultural backgrounds.

Scheduling

Payroll

Marketing

Purchasing and Account Payable

Run and manage all day to day operations

Maintain and manage all computer systems

Service Desk Analyst

HOAG Presbyterian Hospital, NEWPORT BEACH, CA APRIL, 2013 – DECEMBER,2013 The Service Desk Analyst acts as primary contact for all Hoag Hospital Information Technology (IT) customers. Responds to all customer inquiries, including technical assistance, best use of product, additional products and services. Provides outstanding customer service to Hoag Hospital computer users. Provides first level technical solutions, either by telephone remotely or onsite, according to established service levels. Offers a single point of contact and ensures that all support requests are recorded in a timely, courteous, and accurate manner. Escalates issues within the IT department to ensure issues that cannot be addressed at first level are responded to timely, working to maximum uptime for customers. Follow-up on tickets resolved by IT teams to ensure customer satisfaction with result and service. Liaison for Level II Information Technology support. Executes monitors and completes assigned tasks on multiple hospital computer systems and platforms. Documents and maintains shift documentation.

• Appropriately managed Remedy case tickets for all user requests (phone/email/web/fax) in a clear, concise, and understandable manner. Demonstrated sound judgment when troubleshooting, analyzing and determining the severity and service level to set customer expectations. Provided remote telephone or onsite resolution for problems or requests as appropriate. Reassign non-resolved problems or requests to the appropriate resource in a timely manner if 1st level support staff is unable to provide a resolution. Provides first point of support for all incoming requests with continuous coverage of incoming call queues. Followed Incident Management processes. Responded to service requests. Monitored request assignments and escalate to management based upon severity and age of request.

• Performed knowledge management for incident closure and issues within the knowledge base. Reviewed and updates knowledge tools periodically and ensures that all tools developed are functional and easy to follow. Maintained documentation of standard support center operation procedures.

• Performed timely and accurate completion of support and customer notification procedures for system availability/unavailability or customer impact issues. Performed accurate and timely documentation of system unavailability database.

• Time stamped, initialed and completed all production tasks as assigned. Reported and follows through on any errors for CPUs, consoles, interfaces or AWACs and reports to on-call personnel if applicable. Ran production jobs and deliver to proper location and customer area. Ensured that all media/tape for backups are stored in correct locations.

• Addressed a full range of customer needs, including technical assistance, best use of product, additional products and services. Provided customers with basic information on applications and technology.

• Promoted patient, physician and employee satisfaction by ensuring each client group needs are met.

• Demonstrated a positive image, performs responsibilities in a professional manner, demonstrates flexibility in the provision of patient services and utilized a collaborative approach to co-workers.

• Conducted planned customer site visits to become more aware of business impact of problems and/or system unavailability. Attended training classes to upgrade skills with Microsoft Office products.

• Balanced and prioritize work efforts so daily responsibilities are completed on time. Responsible for managing time by using the ACD phone system appropriately. During low call volume or remote duties carry and maintain proper remote equipment (pager/radio) in order to provide timely response. Followed unscheduled absence procedures in order to inform Supervisor to arrange complete staff coverage.

• Position may required travel between various Hoag locations and its affiliates.

• Position required participation in 24/7 department on-call program. On-call employees are required to carry a department issued cellular phone or pager, respond to calls within 15 minutes, troubleshoot problem and provide services off-site as needed and was available to provide services on-site as needed within 1 hours of being called or paged to respond.

• Position required participating in meetings outside of normal business hours including occasional evenings and/or weekends.

• Documented and communicates schedule changes, system unavailability or appropriate information for the shift in a timely and effective manner. Maintained coverage of the support center to ensure that phones are attended. Cross trained peers on support center procedures as necessary. Provided technical coaching and mentoring to other analysts.

• Provided expert and creative solutions to customer problems to ensure customer satisfaction and productivity.

• Participated in team projects that enhance the quality or efficiency of service.

• Microsoft OS ( 95, 98, ME, 2k, XP,Vista, Windows 7, Windows 8 And Server 2012)

• Enterprise deployment strategy of Symantec SEP 11.1 - 12.1.

• Cisco VPN routing, PcAnywhere, DameWare and Citrix interface.

• AS400 operator

• Helpdesk Ticketing application (Remedy, GWI support and Service-Now)

• System planning, testing, migration and implementation of new environment and application.

• Knowledge of Thin and Zero Client.

• VMware knowledge (implementation).

• Data Innovation client and Admin. Configurations.

• Check Point Endpoint Security management console knowledge.

• Knowledge in Scheduling and deployment efforts using Microsoft SCCM. IS Lead Technician

PACIFIC HEALTH CORPORATION DBA NEWPORT SPECIALTY HOSPITAL, TUSTIN, CA SEPTEMBER, 2010 – APRIL, 2013

Operated in a VDI environment.

Applied dynamic IT talents toward identifying, isolating, and resolving network challenges with minimal impact to business to include managing efforts in coordination with subcontractor, government agencies, and Customer Service.

Responsible for providing information solutions in hardware, software, and installation support on desktop Personal Computers (PC) and other network computing devices.

Provided technical expertise to evaluate, install and maintain both hardware and software solutions to accurately meet the needs of our customers on a timely basis.

Performed a wide range of technical duties assisting with the implementation and support. Lead the day-to-day operations of the Help Desk and provides direct guidance for process improvements, standardization efforts, technology deployments and strategic/tactical implementations.

Responsible for leading and managing definition of the Help Desk strategy.

Provided input into IT support strategies.

Full management of 24X7 Help Desk.

Maintained professional knowledge of current trends and developments in the IT and healthcare field.

Projects an image of professionalism in communication, appearance and conduct.

Optimized daily Help Desk tasks.

Implemented and manage key performance indicators to assure customer satisfaction and operational performance.

Established quality standards and performance metrics for helpdesk performance.

Assisted in quality review of problem resolution.

Acted as application owner for Help Desk tools.

Lead identification, definition, and implementation of standards and monitors staff compliance.

Managed the design and implementation of knowledge-based systems, ensures appropriate resources are available to respond to customer inquiries/issues.

Lead coordination of support/resolution within IT. Acts as process owner for IT Incident Management.

Ensured availability of customer support to all Newport Specialty clients. Provide daily operational direction and oversight in day to day operations.

Investigated issues and documents resolutions.

Resolved complex customer issues.

Provided point of contact for Help Desk issues and resolutions, investigating issues and documenting resolutions.

Defined escalation procedures within the Support Desk system to ensure appropriate management notification and timely resolution of assignments.

Responsible for developing and implementing technical service restorations and troubleshooting procedures for identifying, testing and diagnosing computer system and peripheral equipment faults.

Reviewed support desk processes and establish procedures and adjust as appropriate.

Worked with other managers to ensure their assigned tasks are completed within the service levels.

Projected an image of professionalism in communication, appearance and conduct.

LAN cabling

Participated in team projects that enhance the quality or efficiency of service.

Microsoft OS ( 95, 98, ME, 2k, XP,Vista, Windows 7, Windows 8 And Server 2012)

Cisco VPN routing, PcAnywhere, DameWare and Citrix interface.

AS400 operator

Helpdesk Ticketing application

System planning, testing, migration and implementation of new environment and application.

Knowledge of Thin and Zero Client.

Data Innovation client and Admin. Configurations.

Knowledge in Scheduling and deployment efforts using Microsoft SCCM.

Performed other duties as assigned.

Computer and Network Administrator

DUSPI, INC. DBA FSCC, HAWTHORNE, CA 1997 – 2009

Applied dynamic IT talents toward identifying, isolating, and resolving network challenges with minimal impact to business to include managing efforts in coordination with subcontractor, government agencies, and Customer Service.

Strategically plan and delegate individual and team assignments to maximize use of resources and achieve set objectives, along with participating in on-call 24x7x365 support to drive organizational efficiency.

Illustrated superior technical acumen by assisting with multifaceted business initiatives and projects, as well as reviewing and approving diverse project designs and implementations as required.

Expertly configured and install network-related hardware and software, along with supporting daily efforts within LAN and voice networks and performing scheduled / emergency maintenance as necessary.

Ensured proper setup, patch application, and policy compliance by auditing existing infrastructures and software.

Utilized broad scope of industry knowledge to develop policies / procedures to keep business-oriented SLAs in tact.

Contributed strong communication skills toward actively liaising with customers to include performing cost-effective outside contractor negotiations in consultation with executive-level management.

Maximized network administrative success by researching architects and organizing key business meetings. SUPPLEMENTAL EXPERIENCE

Warehousing and Merchandising, Costco Wholesale, Orange CT 2008-2009 Purchasing, Pelican Parts, El Segundo CA 2006

Technician C / Automotive Repair Technician, BRIDGESTONE FIRESTONE, CITY OF INDUSTRY, CA 2005 SERVICE WRITER, PEP BOYS, CITY OF INDUSTRY, CA 2004 - 2006 Shipping & Receiving Manager / Deli, ALBERTSON’S GROCERY STORE, REDONDO BEACH, CA 2003 – 2004 Import Document Agent, OGDEN GROUND SERVICES, LOS ANGELES, CA 2002 – 2003 Warehousing and Merchandising, Costco Wholesale, Torrance CA 1999-2001

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