Help Desk It Support

M. THERESE KENNEDY ***********@*****.*** Phone: 412-***-****

TECHNOLOGY CONSULTANT -SR. HELP DESK ANALYST

Help Desk/ IT Support / Troubleshoot / Deploy / Business Acumen / Customer Focus

Managed help desk and IT support, category management. Experienced developing detailed plans to monitor and track progress, communications, memos, and reports for connections for LAN and WAN level 2/ 3 support ITIL.

Demonstrated organizational skills for network TCP/ IP protocol troubleshoot and resolution with Service Now network updates, patches, security ITIL.

Determined definition, scope, and objectives for each phase of implementation and integration project.

Responsible for deployment app’s experience Highmark Insurance HIPAA and General Electric (Healthcare Division) Corporation ITIL and Allegheny County SBA, Office and Commonwealth Real Estate for ITIL.

Skills

Managed General Ledge journal posting, adjustments, month end report to Quarterly Reports.

Provided configuration management for ISD client community while protecting integrity and privacy.

Perform site surveys with ISD and client representatives to insure complete and accurate records.

Managed documentation for requested services, technical support 24/7.

Managed Service Now technical support using level 2/ 3 support for security.

Managed asset check-in/out updates DB for firewalls ASA and Palo Alto for LAN and WAN systems.

Maintained scope, objectives and resources for troubleshooting SharePoint to BGP. EIGRP by CISCO.

Managed existing systems (updates/ patches/ security and reviews/ Break-Fix) for scanners and printers.

EXPERIENCE:

Small Business Admin, Allegheny County, Pittsburgh, PA Mar 21 to Jan 25 FMLA

Technology Consultant/ Administrator

Managed contracts SBA and coordinated staff meetings data governance. MICROSOFT

Compiled application for certification SBA validated Income Tax forms SBA owners.

Worked with tax forms 1025, 1045 and 1165, 990 for partnerships, corporate, individua.

Worked with Windrow 10, Google, Workspace Office 265. REHL and MICROSOFT

Managed OnBase EXCEL for data entry and file size validation for File Cabinet.

Managed certification for business processes for government.

Bank of America, Pittsburgh, PA Jan 19 to Feb 20

Information Specialist

Managed client services for Title Commitment as consultant SAP(ERP) implementation.

Project coordination vendor invoices Title Commitments for directories, files, updates ERP systems.

Prepared reports Title Commitments Workspace Office 365, Google and Windows 10.

Scheduled weekly project status and risk issues generated reports software/ hardware to all stakeholders.

Price Waterhouse Coopers, LLC, Pittsburgh, PA Jan. 18 to Dec .18

Associate Accountant / Analyst

Monitored and evaluated life cycle of product development for ITIL ---Accounting technology.

Managed quality assurance, trends analysis automation of apps delivered to third party vendors.

Coordinated project manager of status, schedule Workspace Office 365, Google, Window 10,

Managed E-mail and phone communication on status of problem-resolution technical support.

Diagnosis problems and troubleshoot and remedy with resolution break-fix patches, security and reviews.

GE Corporation, Pittsburgh, PA Apr. 13 to Jan. 18

Technology Consultant/ /Administrator

Managed infrastructure $70 M Dollars Windows, CENTRICITY, CITRIX, Xen Apps REHL, MICROSOFT.

Deployed existing systems (updates/ patches/ security and reviews/ Break-Fix) for scanners and printers.

Coordinated and support installation of data communications network hardware.

Service Now troubleshooting, resolve issues: Windows 10, Google ASA and Palo Alto w ERP to Windows Server 2008 / 2018.

M. THERESE KENNEDY ***********@*****.***

PA Real Estate Agent, Pittsburgh PA Jan. 00 to Dec .12

Onboarding Client experience

EDUCATION:

Pennsylvania State University, State College, PA

Master’s Degree, MBA Rhodes Scholar Masters Business Administration

Bachelor’s Degree Management Accountant

Certified Computer Network Security CCNP

Certified Project Manager CPMP

INTEREST IN RELOCATION or ON_SITE

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