Help Desk Access Control

EDUCATION

DeVry University Kansas City, MO

Associates of Applied Science in Network Systems Administration Graduation Date: June 2013

RELATED COURSEWORK

Hardware and Software with lab, Information System Security, Operating System with lab, Toolwire Pilot with lab, UNIX with lab, VoIP with lab, WAN with Toolwire Pilot, Wireless Tech & Svcs w/Lab

TECHNICAL SKILLS

Active Directory Management Tools, Airwatch Mobile, Asfbinwin File Recovery, Cisco Finesse, Cisco Secure Access Control System, Cisco Unity Connection Administration, Citrix Director, EMC Source One, FTP Client, FTP Server, Group Policy Management Console, LAN Sweeper, Log Me In Rescue, MS Access, MS Dynamic CRM, MS Excel, MS Outlook, MS Power Point, MS Project, MS Word, PCI File Recovery, PCmiler, Power Center Workflow Manager, Power Center Workflow Monitor, PowerCenter Designer, PowerCenter Repository Manager, RDP (remote desktop protocol), RSA Any Connect, Service Now, SQL Telnet, Symantec Email Quarantine, Team Viewer, Virtual Dub File Recovery, Windows Firewall, Windows OS, WireShark

NETWORKS ATM, Ethernet, LAN, MAN, P2P, TAN, VPN, WAN

EMPLOYMENT

Kansas City Southern Rail Road Kansas City, MO

Tier Two Help Desk Analyst January 2018- April 2024

Provide network support through remote desktop tools

Experienced in ServiceNow ITIL Change Management, Configuration Management, Incident Management, and Problem Management

Responsible for emailing mass communications to Kansas City Rail Road US and Mexico regarding network events and maintenance

Update and improve network Knowledge Base documents for trouble shooting known errors

Support of Kansas City Rail Road proprietary software

Track route and redirect requests to correct resources as needed

Followed up with customers, provide timely updates, and sees problems through to the end

Ensures proper documentation of incidents, requests, and follows established ticketing processes

Recommend procedure modifications and improvements

Strong written and verbal communication skills

Tools and software used: Active Directory Management Tools, Airwatch Mobile, Cisco Finesse, Cisco Secure Access Control System, Cisco Unity Connection Administration, Citrix Director, EMC Source One, Group Policy, Management Console, KC Southern Proprietary Software, LAN Sweeper, PCmiler, Power Center Workflow Manager, Power Center Workflow Monitor, PowerCenter Designer, PowerCenter Repository Manager, RSA Any Connect, ServiceNow, SAP Tools, Symantec Email Quarantine

Digital Ally Lenexa, KS

Tier Three Technical Services Specialist- North East US Territory January 2015- January 2018

Answered phone calls and emails from law enforcement agencies to support all Digital Ally products such as: Body cameras, In-car recording devices, wireless uploading of videos from vehicle to network, mobile software, cloud and local storage

Provide technical solutions in a professional manner to a scheduled timeframe

Worked with IT vendors to analyzed client network requirements

Configured WAN, LAN, and VPN networks. Configure user permissions and security groups on clients network

Configure firewalls to allow programs, TCP, and UDP ports. I would assist third party IT with opening ports on firewalls

Worked in Windows OS on daily basis. Configured network and file server locations to ensure the network had appropriate permissions to access and locate files in SQL Data Base across all computers and wireless devices

Trouble shoot network with existing clients

Worked extensively with Microsoft Word and Excel to maintain a detailed project log and all documentation of communication and events

Contact new clients (police departments) to deploy Digital Ally products such as: body cameras, in-car recording devices, hardware, and software

Sell technical solutions to the client with professionalism and enthusiasm through creating, designing and delivering presentations

Develop comprehensive project plans to be shared with clients. Prepared different options based on the client’s specific needs and finances

Installed in-car recording devices with full system into law enforcement vehicles

Trained clients in person, over the phone, and through remote computer access, in order to provide information on product use

Resolve client issues by replicating, building, testing, and troubleshooting products

Test firmware and document all bugs and fixes as new products were in beta

Trouble shoot and test beta software versions and document all bugs and fixes

Performed data recoveries of Digital Ally videos

Trained new hires for product support

Strong written and verbal communication skills

Tools and software used: Asfbinwin, Digital Ally Proprietary Software, FTP Client, FTP Server, Log Me In Rescue, Microsoft Dynamic CRM, Microsoft Excel, Microsoft Word, Microsoft Power Point, Microsoft Access, PCI File Recovery, Team Viewer, SQL, Virtual Dub, Windows Server 2008 R2 and 2014

Dine Equity Kansas City, MO

IT Technician/ Specialist July 2014-August 2014

Performed manual upgrades of system software for the Applebee’s and IHop franchise

Remote accessed into SQL Database library servers to troubleshoot and makes repairs

Upgrade computer software through remote and VNC session

Worked in a ticketing system atmosphere to created, updated, and close tickets

Strong written and verbal communication skills

Tools and software used while employed with Dine Equity: FTP Client, FTP Server, Norton Ghost Backup files, RDP (remote desktop protocol), VNC (Virtual Network Computing)

AMC Theaters Corporate Headquarters Leawood, KS

Technical Operation Center Specialist March 2014-April 2014

Worked in a ticketing system atmosphere to created, updated, and close tickets

Answered phone calls from AMC theaters nationwide to troubleshoot SPL files and all other problems over the phone

Remote accessed into library servers to troubleshoot and makes repairs

Updated .INI files to help create an emergency fire plan for each individual theater

Strong written and verbal communication skills

Tools and software used: DSSP custom ticketing system, DTDS (digital theater delivery system), FTP Client, FTP Server, TMS (Theater Management System)

Ericsson Overland Park, KS

IT Technician/Specialist September 2013-Febuary 2014

Monitored the Sprint network and respond to nationwide network events

Worked with Microsoft Word, and Microsoft Excel extensively to pin point network problems

Initiate fix/ break bridge to engage the appropriate teams in order to problem solve a network event

Create, update, and dispatch network event tickets

Troubleshooting and make modifications to the NCC teams monitoring software

Strong written and verbal communication skills

Tools and software used: Various types of network monitoring probes, Call Detector, CDMA Map, Change Management Control, Probe Ticket Tracker, Sprint Ticket Status, TRAMS

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