Objective

My objective is to find a position that will further enhance my computer knowledge.  I would like to obtain a position that will allow me to utilize my experience and further excel in computer programming.

 

 

 

Skills and Certifications

I currently possess an Associates Degree in Computer Sciences, I am EDS certified, computer operator, and also participated in a formal training program consisting of CBT Computer Based Training courses.

Employment

Trinity Health Management

Livonia, MI

6/2014 – Present

Enterprise System Access and Account Provisioner (ESAAP)

 

Creation of employee and non-employee ID's using various applications which includes HEAT and Service Now ticketing systems, Novell IDM, NetIQ iManager, Active Directory, Exchange Management Console, Quick Base, Excel, and Outlook.  Also processed terminations of applications and/or ID's.  Added Active Directory groups to new and existing user IDs.  Set up Outlook access.  Created shared mailboxes.  Reset passwords in User Management and Active Directory.  Make assignments in HEAT to other support groups.  Performed name changes.  Severed PeopleSoft connections with user IDs and syncing up IDs with PeopleSoft.  Unterminated user IDs.  Used IDM, Active Directory, and Exchange Management Console to determine if users had access to Outlook and whether an Outlook mailbox was created for their ID.  Creation/Closing of HEAT Tickets.  Deletion of terminated IDs out of IDM using iManager.  Disabling and deletion of Outlook mailboxes and hiding mailboxes.  

 

 

Valassis

Farmington, MI

06/2007 – 12/2013

Level 2 Help Desk Analyst

 

The level 2 analyst is the Initial point of contact for problem determination and resolution on calls, Provides hardware and software support, Provides network troubleshooting and problem incident tracking, Password resetting for various systems and applications, Problem escalation to other support groups, Utilizes online tools such as Google, software help, and SharePoint documents, Answers approximately 50 or more calls per day, Performs Internet troubleshooting techniques to help resolve problems, helps diagnosis printing problems, SME (Subject Matter Expert) for Microsoft Outlook and Communicator issues, assists users with remote login problems, installation of printers and printer drivers, assists users in PC settings issues, log into users machines remotely to help resolve issues, assists users with multiple issues concerning Office Suite Applications, and performs varying tasks within the VAX system including resetting passwords and various printer operations.

 

 

 

 

 

 

 

CDI Information Technology Service & Chrysler

Warren, MI

3/1999 - 3/2007

Level 1 Help Desk Analyst

 

This position is responsible for supporting all of DaimlerChrysler North American employees including Germany within an IBM Mainframe and Windows 95/XP environment. Responsibilities included: Initial point of contact for support, problem, determination, resolution and escalation on calls, Provides hardware and software problem resolution using LOTUS NOTES, EXCEL and ACCESS,  Provides network troubleshooting and problem incident tracking, Supports various customer accounts, log-on TSO set-up and password resetting, programs, and transactions within an on-line environment, Utilizes online tools (NETVIEW, NCCF, IMFT) and MAINFRAME software including (TSO, CICS, IMS, VSAM, WSF) to troubleshoot Help Desk, answers approximately 30 – 100 or more calls per day, provides documentation according to DCX procedures, completed courses from CDI University, Performs Internet troubleshooting techniques to help resolve problems, Helps diagnosis printing/plotting problems, Checks server status of various servers including Lotus Notes Reset passwords for XP, Unix, and other applications and systems, Helps maintain the online knowledge database for the helpdesk, Trains new employees, and creates database procedures.

 

 

Electronic Data Systems

Auburn Hills, MI

7/1991 - 2/1999

Level 1 Help Desk Analyst

 

This positon is responsible for supporting all of EDS’s North American employees including those from Mexico and Canada within a Mainframe environment. Responsibilities included: Answering a range of 30 – 100 calls per day , monitoring production systems, cycles and jobs, interacts with System Engineers (SE) and programmers for JCL Abend resolutions, Provides network troubleshooting and problem incident tracking, logs-on TSO set-up and password resetting, schedules production cycles/jobs in Control-M, experience in Control M/R, CA 7/11, C-lists, IPLing the system, MVS, JES2, VMSystems, DB2, CICS, File-Aid, and Abend-Aid environments, and troubleshoots various operating systems and hardware devices.