It Operations Technical Support

Janice M. Hobbs

Current Location: Concord, NC

Work Location Preferred: Charlotte, NC

Work Authorization: USC

Qualification Summary:

Extensive experience in IT support, focusing on call, email, and chat-based assistance, troubleshooting, and ticket management in enterprise environments.

Provided front-line support, managed incoming calls, emails, and chat requests from users, contractors, and vendors. Strong background in documenting and resolving issues through ticketing systems like ServiceNow and Remedy, ensuring that all incidents are handled efficiently and within Service Level Agreements (SLAs).

Adaptive at managing open tickets, tracking progress, and escalating issues when necessary. Utilized platforms like ServiceNow and Jira to create, update, and close tickets, ensuring all required actions are properly documented and timely resolutions are achieved.

Possessed strong diagnostic skills, troubleshooting a wide range of technical issues, including Active Directory account managAement, network connectivity, software configurations, and email issues. Experienced in resolving issues related to VPNs, Outlook, Windows environments, software installations, and printer setups.

Provided support for user account management in Active Directory, including password resets and account unlocks. She also has significant experience troubleshooting Microsoft Outlook issues in an Exchange environment, assisting users with email configurations and connectivity problems.

SKILLS AND EXPERTISE:

Authentication/Encryption

Global Infrastructure

Disaster Recovery

Incident/Problem Management

Vendor Access/Support

Performance Monitoring

Metrics Reporting

Software Deployment

Enterprise Security

Operating Systems: Microsoft Windows 11, Linux, Unix

Software: Alarm Point, Attachmate Extra, Alert Guardian, Citrix, Cisco Jabber 5, DameWare, Remedy, IBM Integrated Console System, MS Teams, MobileIron, MS O365, PingID, putty, Qpasa, RSA, Remedy, Rightfax, ServiceNow, VDAAS, VMWare, VPN, Remote Desktop, SCCM Configuration Management Console 5.2.1

Monitoring Tools: BAC, BMC, BPPM, Bladelogic, HP Openview, Netcool, Sitescope, Teams, Tivoli, vcon,Verint

Mainframe: TN3270, RACF, IMS, CICS

Hardware: Avaya Phones, routers (Arris, Cisco 800 Series, Netgear), modems, printers, surveillance cameras

Professional Experiences:

Iconma/Duke Energy – Charlotte, NC 3/2023-10/2024

Enterprise Security Command CENTER Console Operator

Environment: Command Center, Environmental, HVAC, Security Camera Monitors.

Provided security services to the entire Client footprint. Monitored electronic security systems involving alarm panels, intrusion detection, video cameras, badge verification, and general access control.

Provided gate access and reacted to large call volumes, regulatory requirements, maintained enterprise situational awareness and other duties as assigned.

Received incident reports, alarms, monitoring camera systems provide remote access to designated sites and other requests, filtering the information and action or report as required.

Ensured the safety of Client Employees and property by monitoring and responding to alarms in a prescribed manner.

Maintained precise records of events, composed comprehensive reports, gathered detailed information, and responded to inquiries.

Contributed extended hours during Hurricane Helene and Milton Storm as part of the response team, efficiently managing call volumes and conducting thorough alarm investigations.

Artech/Kyndryl – Charlotte, NC 10/2022-11/2022

Level 1 Data Center Operations agent

Environment: AS400, Xseries, Mainframe, Windows 10, Microsoft Teams, IBM, Ticket Creation (NGR, Maximo, Kyndryl Orchestra)

Adhered to documented procedures for generating tickets, recording actions, and fulfilling provisioning requests in alignment with specified Service Level Agreement (SLA) timeframes. Provided relevant information during shift turnovers and executed assigned operational duties promptly.

Answered all incoming phone calls and emails.

Followed procedures to identify alerts, document problems and perform appropriate actions, as necessary.

Adhered to established procedures for generating tickets in response to alerts, documenting issues, and executing necessary actions as required.

Resolved backup problems using established procedures.

Created and maintained accurate records of problems per problem management process including providing detailed updates, a timeline and error messages received.

Referenced unresolved problems to the appropriate support area per problem management process.

Followed call out process and ensure calls are directed to appropriate support and appropriate information is gathered before making the call out to Telco/Monitoring Services.

Received/giving verbal and written turnover information to other shifts and IBM as necessary.

Randstad/Wells Fargo – Charlotte, NC 9/2021-6/2022

Senior Business Executive Administrator

Environment: Access and Identity Management Systems, Corporate Security, Alert Guardian, Microsoft Edge, Cisco Jabber 5, Zebra Printing, Windows 10,MS Office365

Provided a variety of security support for our employees, contractors, guests, vendors, and partners within multiple lines of business groups and participated in special projects as needed.

Granted badge access to open areas including the cafeteria, common zones, conference rooms, and parking; restricted access was maintained for specific locations.

Interacted with technology and security project teams and users to support enterprise access control.

Managed, troubleshot, and resolved incoming badge inquiries and issues via Microsoft Outlook.

Troubleshot and closed ServiceNow tickets regarding badge inquiries and requests.

Daily interaction with employees, contractors, guests, and partners via email, in person or Skype to provide overall badge and

Worked with Audit and Compliance teams to assist on regulatory requirements.

Sorted Smartcard Returns box to dispose of outdated badges and identify active and acceptable temporary badges.

Worked with the Security Support Team, consultants, and analysts to integrate and implement programs, services, and business initiatives with cross-functional business partners.

Managed the Contractor Badge Spreadsheet, distributed badges, and completed the Daily Tracker.

Oversaw Early Termination Requests, badge extensions, modifications, requests and returns.

Artech/CDI Corporation – Charlotte, NC 11/2017-8/2021

IBM Remote Technical Services (Level 2)

Environment: Citrix / Remote Desktop, VDAAS, VPN, Windows 7 and 10, Active Directory, Software Deployment/Removal, elevated accounts, SCCM Configuration Management Console 5.2.1, MS Office2016, Office365

Collaborated with IBM 2nd Level Technical Support for installations, configuration, and troubleshooting of printers, VDAAS, and Windows workstations for IBM/Anthem users.

Identified and resolved various tasks including software configurations, installations, and updates via SCCM, missing add-ins for Office 2016, remote access via Dameware, EMA, RDP, and Configuration Management Console.

Assisted users in installing Extra Attachmate, Reflection, and creating/configuring mainframe sessions.

Managed assigned tickets via online chat, ServiceNow and Outlook 2016 email requests.

Used Windows 10 Active Directory for password resets, email accounts, group memberships, drive mappings, and software installations, verified via domain ID/pin.

Promoted to Software Deployment in June 2019 to manage software installation requests on user devices.

Assisted in power cycling Virtual Desktop Infrastructure as a Service (VDAAS) based on user requests. Guided users through Windows application menus and provided troubleshooting for email issues via Outlook and Webmail.

Assisted in installation and configuration of RightFax software applications for users to print and send faxes.

Assisted remote users with VPN to access Anthem applications using RSA Secure Soft token and Pulse Secure.

Processed hardware request for memory upgrades.

Deployed applications with Group Policy, scripts Software Center and SCCM Configuration Management Console onto client workstations.

Processed multiple tasks for deploying, installing, and removing software applications, such as Adobe Acrobat Pro, Microsoft O365, Pega and Verint.

HCL Anthem – Cary, NC 6/2016-10/2017

Level 1 IT Analyst

Environment: Customer Care, Active Directory, Dameware, End user IT Support, Mobile Iron, MS Office, VDAAS, Windows 7

Processed incoming requests (chats/emails/calls) from end users, managers, support teams and managed ticket creation, update work logs and ticket resolution.

Managed common issues such as Active Directory account resets/unlocks, internet browser connectivity, network drive mappings, Outlook email configuration/troubleshooting, VPN, Lan/server/network access, mobile apps/devices, user account information and Incident Management.

Registered users in Mobile Iron to access Anthem applications from their mobile phones (Droid and iPhone).

Diagnosed and resolved issues with Dell and HP desktops, laptops, mainframes, mobile devices, networks, printers, and servers.

Time Warner Cable – Charlotte, NC 6/2014-1/2015

NOC Support Technician

Processed and sent notifications for all incidents managed by the NOC, conducted surveillance of applicable system monitoring of Event Management Tools, performed initial troubleshooting, problem analysis and isolation of IT system events.

Processed incoming requests (emails/calls) for IT Incident Management from fix agents, managers, service owners and IT Helpdesk.

Handled incident and outage notifications and communicated with customers, fix agents, and executives via AlarmPoint.

Assisted in escalations to the next tier based on Restoration Escalation Matrix guidelines. Contributed to incident post-mortems by providing initial timelines on Adobe web conference bridge calls.

Managed common intermittent issues such as billing inquiries/payments, cancelled jobs, error codes, call failures (busy signals/dead air/disconnects or dropped calls/ghost calls/noise), space issues, missing channels, firewalls blocking internet sites, remote, and voice connectivity.

Managed projects by organizing hardware and application access for new hires, creating and updating contact lists.

Pinnacle/Merck & Co., Inc – Charlotte, NC 5/2012 –2/2014

Command Center Operations Technician

Environment: Data Center, Unix, Windows, Linux, routers, switches, Tape Storage, Virtual Desktop, VMWare, ssh, telnet, BMC, BPPM, Alarm Point, vcon, MS Outlook, VMWare, EMC, Netapp, Cisco, ATT, IBM, Unisys, Verizon

Monitored Global Infrastructure, conducted first-level troubleshooting of systems (Application, Mainframe, AS400, networks, Linux/Unix, Windows), managed/resolved incidents, and escalated issues when needed. Handled call volumes, work orders, email requests, shift turnover reports, server reboots, and weekend maintenance outages.

Monitored Windows and UNIX alerts, incidents, diagnostics, and analysis to assess the impact on Merck's business operations.

Provided services including Phone/email/Remedy/BPPM alert management and monitored the Merck network for performance and stability to maintain 24x7 operations and resolved service disruptions as they occur.

Focal point for IT incident management and coordinated the resolution of service disruptions/outages/ major incidents affecting Merck operations.

Performed Windows/SQL backups, server reboots, space cleanups, file utilization checks, process/service restarts, and scanned, recorded, and loaded the IBM tape library.

Performed basic network troubleshooting for problems with bandwidths, circuits, routers, switches, VPN and requested vendor service to address failed products.

Provided EMC vendor access and escort to service hardware failures.

Physically checked servers for amber lights, bad cables, or physical reboots.

Provided dedicated support for Hurricane Sandy by being a focal point for incoming calls/chat/email inquiries, tickets, outages, services, support groups, and vendor access until the New Jersey area resumed to normal operations.

Wells Fargo – Charlotte, NC 8/2002 – 11/2011

Computer Operations Analyst II, Distributed Technology Operations

Environment: Data Center, BAC, HP Openview, Sitescope, BMC Netcool, Netuitive, Windows, Novell, Unix, Qpasa, Tivoli, SWIFT, EMC, HP, IBM, Digital Certificate Authentication, Encryption, Pac2000/Remedy

Provided technical expertise in computer operations, solved simple to moderately complex problems, and recommended improvements. Monitored Business Web System alerts, addressed issues, dispatched resources, and escalated problems needing further expertise.

Focal point for incoming calls, ticket creation via Pac2000/Remedy, emails, chat requests and vendor dispatches and ensured that clients received 24x7support, meeting all SLAs while providing full operational access for all customers.

Engaged network, mainframe, midrange, Autosys and management in bridge calls providing 100% response to resolve high complex problems to meet business customer expectations and Wells Fargo.

Determined Impact/Criticality of an issue to determine if escalation was necessary.

Dedicated support to CIB/Wholesale (MQ, SWIFT, FX, etc.) by being a focal point for high severity issues, engaged support teams/management, assisted in emergency changes, and provided turnover reports to incoming shift for any unresolved issues from 2008-2009.

Provided business critical application support (CIB, Commercial, email, MQ, Retail, Shared Services and Wealth).

Monitored network systems to address business needs while maintaining stability and security within Wells Fargo.

Maintained support documentation to enhance workflow process and provide cross training for new employees.

Assisted users in Digital Certificate Authorization, Encryption and token access issues and updates.

TRAINING AND CERTIFICATIONS

CompTIA A+ Certified IT Tech, 2008

MEMBERSHIP

Power to Fly 2018 - Present

EDUCATION

Bachelor of Arts, Political Science/Public Administration, North Carolina Central University, Durham, NC

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