Help Desk It Specialist

ZAVANDRO ANDRIAMAHENINKAJA

***** ********** ***, ************, **, 21767 - 443-***-**** ******@*****.***

PROFESSIONAL EXPERIENCE

MIDDLETOWN VALLEY BANK., HAGERSTOWN, MD UNITED STATES

Network Administrator, April 2021 – August 2024

Responsible for the technical development and maintenance of Local Area/Wide Area Networks and Servers for Corporate Offices and Bank branches within the Maryland, and Pennsylvania States (SDWAN, Cisco routers, Cisco Meraki Switches and Security appliances)

Guard all Bank’ s data, particularly sensitive information, from both internal and external threats by designing broad defenses against would-be intruders.

Daily monitor unusual activities, implement defensive protocols, put in place and manage Dual authentication (DUO with soft and hard token) agent and report incidents.

Collaborate with other members of the cybersecurity team to develop new protocols, layers of protection, and other proactive and defensive systems for remaining ahead of cybercriminals.

Maintain documentation of security guidelines, procedures, standards, and controls.

Maintain knowledge of current cybercrime tactics.

Collect data on current security measures for risk analysis, and write systems status reports regularly.

Primary contact to work closely with Jack Henry & Associates Inc., to monitor constantly for attacks and run appropriate defensive protocols if a breach occurs.

Conduct testing to identify vulnerabilities, and collaborate with cybersecurity team to update defensive protocols when necessary.

Configure antivirus systems, firewalls, data centers, and software updates with a security-first mindset.

Grant credentials to authorized users, monitor access-related activities, and check for unregistered information changes.

Help lead Help desk and employee training to prevent phishing and other forms of cyberattack.

Maintain mission critical networks in optimal operation performance: installation and maintenance of communication connections, servers (Linux, Windows Server 2019, 2022, Azure AD), workstations, network operating systems, CISCO/Meraki telecommunications equipment, routers, firewalls, and switches.

Produce reports, design specification and implementation plans related to new network development and system upgrades.

Provide network design, implementation, support, performance monitoring, protection and fault tolerance and Security management.

Prepare and present biannual data for all Boards and State FDIC Auditors.

COMPASS POINTE HEALTHCARE (ADDIT LLC.), BALTIMORE, MD UNITED STATES

IT Director, March 2015 – December 2019

Manage Information Technology Systems for 40 Hospitals, Assisted Living, Memory Care Communities across the United States of America.

Establish Quality Assurance, Documentation, Telecommunications/WAN departments and Help Desk departments that improve internal processes and enhanced productivity.

Work with the offices of executive and senior leadership to enable knowledge-based decision making and identifies needs for information management.

Promote the highest level of customer service expectations throughout the health system by anticipating and responding to the health information technology needs of IT customers.

Institute previously nonexistent project management guidelines within organization to improve ability to meet time lines, budgets and objectives.

Provide internal consulting on computer systems, telecommunications, information systems, and Health Information Management, to ensure consistent internal standards.

Oversee all information security policies and procedures to ensure regulatory compliance and appropriate levels of internal controls.

Facilitate focus on high-priority project with new governance standards/prioritization; develop Projects tracking system to manage request process.

Install and support different type of software; train and provide on-site or remote support for end-users.

Supervise and monitor IT equipment purchases and approve invoices.

Design and implement low voltage cabling/equipment for new buildings. Conduct wireless assessment and perform implementation.

Stay abreast of the latest developments, advances and trends in healthcare and information technology to ensure optimal professional effectiveness and competence.

Continually cut IT spend, with $300K+ annual savings from different Vendors agreement negotiations and hiring local third party technicians to perform onsite troubles shooting and on-boarding.

Introduce procedural improvements to increase productivity including scheduled hardware maintenance, onsite visits to train field staff and to upgrade networking equipment.

Design, Implement and support PBX based phone system using Voice Over IP.

Supervise and team lead of 125 technicians (onsite and remote)

EDUCATE INC., BALTIMORE, MD UNITED STATES

IT Project Manager, July 2011– February 2015

Manage IT Projects for Sylvan Learning centers in USA, Middle East and in Canada

Travel intensively to Dubai, Bahrain, Kuwait, Abu-Dhabi, Canada and within the United States to deploy and implement projects

Provision and ship hundreds of franchisee infrastructure kits, including HP ML110 and ML310 series servers, juniper routers and Access Points

Provision and ship hundreds of ipads, including device configuration, iOS updates, patches and line of business applications

Coordinate with third party technician dispatch and onsite management to complete the deployment with minimal downtime.

Serve as a technical escalation point for unresolved technical issues and proactive follow-up on outstanding deployment issues

Act as the technical liaison between the upper level internal engineering, internal contact center, remote facilities, and the 3rd party service providers

Respond to project roadblocks with both technical and non-technical solutions within budget and local facility constraint

Install and configure Windows server 2008 for centers and deploy ipads.

NEXION HEALTH INC., SYKESVILLE, MD UNITED STATES

IT Director, January 2005 – July 2011

Responsible for program and project management, budgeting, contract manager/negotiator. Provide budget planning strategic, make recommendation of new IT products. Negotiate with the suppliers and supervise the hardware purchased for clients along with licensing information.

Supervise different tasks assigned to third parties: cabling (electric, phone and data) installation and test systems to ensure functionality and quality of service.

Install and support Windows Systems (2000, 2003, 2008R2, XP, Vista, 7) and Mac OS X (Snow Leopard, Lion).

Daily use of Connectwise and Heat/Remedy to track calls and Kaseya for virtual administration tool, troubleshoot and to push updates onto client’s machines.

Create and deploy images using Windows/Microsoft Deployment Services, Acronis and Symantec Ghost product.

Provide daily onsite and phone support for 100 Corporate users and 400 remote users (support for PC/MAC desktops, laptops, printers, Blackberry, ipad, iPhone, iPod, network connectivity, and software related issues).Provide software and hardware training, support and configuration according to business requirements.

Perform onsite support for 40 offices and resolve any technical issues arising in the systems, network, applications and connectivity.

Manage company’s phone system. Report incident and act as a liaison between Nexion Health and Avaya.

Install, configure and support wireless infrastructure (Cisco wireless system).

Design, troubleshoot and support Network connectivity, hardware and application: WAN and LAN connectivity (Cisco and Juniper and Fortigate)

Administer and Maintain Active Directory structure for 450 users

Install and maintain Multifunction Network Printers, copiers, Fax : Savin (C2525, SDC555 …), Canon image runner6570, 3025), Hewlett Packard, Epson, Xerox.

Help reduce Customers expenses on materials purchase by consulting with different vendors (Insight, CDW, PCMall).

Evaluate, recommend and make decision on Hardware purchase.

Deploy remote access solutions (Dial-Up, VPN) through RRAS.

Primary support for Handheld devices using iOS operating Systems.

Install and provide support for Citrix client, American Health Tech, Medicare Billing Software, Medicaid, AT&T GlobalDialer, Highmark Medicare Services, PCACE, PCPrint.

Manage the governmental project for the “Electronic Medical Record” across the country.

CARROLL HOSPITAL CENTER, WESTMINSTER, MD UNITED STATES

Computer/LAN Technician, July 2004 – December 2004

Hardware and software technical support for 50+ laptops used for McKesson-Horizon Homecare Project for Carroll Homecare

Consult with users, vendors and staff to provide advice, installation, training and maintenance support; perform analysis to determine personal computer and/or network requirements

Provide technical support for 800 users of personal computers and other peripheral hardware such as printers/faxmachines and modems

Computer Support Specialist, June 2001 – June 2004

Manage local area network (LAN) performance and maintain LAN security; install network software and patches

Responsible for hardware and software system configuration, installation, repair and maintenance on Microsoft andNovell networks, PCs and printers.

Perform software/hardware evaluation

Backup and restore network data with Symantec NetBackup

Work closely with first tier support staff to solve system problems (MisysHealthCare and McKesson applications)

Recommend and purchase company’s equipment, such as Printers, Workstations, Servers

Preformed administration, including planning /implementing strategies on servers, NAS and SAN environment.

Train users on connectivity to LAN environment

Improve technical support response time from two days to one hour

Install and administer Novell Netware servers, Zenworks, Groupwise.

Provide technical support for 75+ desktop and 30+ laptop users, both on-site and remote

Support and maintain Active Directory replication, creating standard process for group policy deployment, ActiveDirectory users and groups management, implementation and administration of DNS, DHCP and WINS

EDUCATION

CERTIFICATION:

A+ Comptia

Network + Comptia

Security + Comptia

CCNA (Cisco Certified Network Associate)

CBT NUGGETS

CISCO MERAKI ENGINEERING AND ADMINISTRATION, October 2022

Security Appliances (Firewall and routers)

CISCO Meraki Switches and Wireless

CBT NUGGETS

OFFICE 365 ADMINISTRATION, December 2021

Office 365 Management

CWNA (Certified Wireless Network Administrator)

CCNA (Cisco Certified Network Associate)

SYSTEM SOURCES, HUNT VALLEY, MD, UNITED STATES

MICROSOFT CERTIFIED SYSTEM ENGINEER, January 2002

MCP (Microsoft Certified Professional)

MCSA (Microsoft Certified System Administrator)

MCSE (Microsoft Certified System Engineer)

LUTHERAN SEMINARY OF THEOLOGY, FIANARANTSOA, MADAGASCAR

MASTER IN THEOLOGY, July 1999

ADDITIONAL SKILLS

Host Network Solution and SDWAN Design and Implementation

BSA- Bank Secrecy Act and Currency/Foreign Transactions Reporting

Virtual and Mobile Device Management/administration: Kasaya, Manage Engine and IBM MaaS360

Banking software: Jack Henry onsite and online Banking, LaserPro, Finastra, Fedline, Genesys

Security System: Open Eye and Atlantic Security

ATM: Automated Teller Machine and Video capture technology

Virtualization: Oracle, VMWare, Cloud computing

Voice Over IP: Fusion PBX on Linux Server

Windows workstation 8, 10 and 11 (Home and Professional edition)

Windows Server: 2012, 2016, 2019, 2022 and Azure

Remote Support: Log me in, Proxy, Go-to-assist, VNC and Dameware

Call tracking software: i-log, Connectwise, Heat, Remedy, Jira and Zendesk applications

Antivirus and Encryption software: McAfee, Symantec, Kaspersky and Dameware

Windows deployment application: Microsoft Deployment Toolkit (MDT), Ghosting software (Symantec, Acronis)

Linux: Ubunto and Xebunto client and Server

LANGUAGE: FRENCH (Speak and write: EXCELLENT)

LANGUAGE: ENGLISH (Speak and write: EXCELLENT)

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