·   Primarily responsible for Banking production and test environment Support.

·   Responsible for supervising a team of five associates both on the off shore in India and in Charlotte while provisioning 40 Banking     applications.

·   Also responsible for building relationships with internal and external vendors and support groups to facilitate and coordinate support efforts.

·   Provided comprehensive production and test support, including problem definition, incident management and customer support.

·   Resolved application and technical problems through rigorous problem identification/solution as the Lead of the User Provisioning Group.

·   Participated on several large project teams and assisted in the cut over of new customers and systemic severing of current customers.

·   Produced technical documentation for new and existing banking applications and processes.

·   Authored several reports reflecting weekly, monthly, and yearly performance matrixes for upper management for statistical and performance identifiers.

·   Identified documentation issues after the cutover; updated that documentation and posted it in the Team Room which improved SLA efficiency and business processes by 25%.

·   Assisted in the creation of the ISM and IMAC system design and functionality for new Ticketing System project.

·   Lead IT project for Knowledge Transfer of all off shore associates and also the cross training of current and new associates on the User Data Support Team.

·   Maintained project documentation, plans, schedules, status reporting, estimates, and forecasts.

·   Tracked all functional design questions/issues from Business, IT, and 3rd party vendors, driving all to resolution.

·   Leveraged subject matter experts across the company to ensure successful delivery.

·   Identified and appropriately escalated, and/or helped resolve Provisioning and support issues.

·   Encouraged and motivated matrixes teams to work together to achieve common goals by conducting weekly Q&A’s via Web Ex.

·   Ensured compliance with IT policies and standards by running performance matrixes report for all associates and application systems.

·   Also followed rigorous SDLC and project management life cycle and best practices, and complied with internal Sarbanes Oxley (SOX) and other compliance related processes.

·   Adhered to Change Control and Problem Management procedures.

·   Maintained strong relationships with internal technical teams, systems integrators, business partners, and product vendors.

·   VF Corporation (Contract) Highpoint, NC

·   03/2012 to 10/2012

·   Security Analyst - User Provisioning Group

·   S.A.P. Administrator

·   Primarily responsible for the creation, deletion and/or change of all SAP Users on Global Network on Production, Test, and Business warehouse Servers.

·   Responsible for weekly mitigating of conflicts with users accounts.

·   Also responsible for the remediation of a user accounts on Global Network every quarter.

·   Accessed multiple SAP servers via Citrix to accomplish all support and maintenance.

·   UNIX Administrator

·   Manage all user accounts, applications, and hardware associated with UNIX-based servers, mainframe or mid-   range systems, or other similar systems.

·   Supported users via phone and email.

·   Knowledgeable of UNIX systems security and secure system access programs.

·   Managed the VSEC and Remedy Ticketing System; resolved and /or escalated third-level tickets.

AS400 I Series Administrator

·   Setup and maintained user accounts within an AS400 environment.

·   Reset passwords and unlocked user accounts per request.

·   Responsible for overall security of account creation following specific Standard Operation Procedures set aside by VP Corporation.

·   Managed the VSEC and Remedy Ticketing System; resolved and /or escalated third-level tickets via telephone with customer or email.

Active Directory Administrator

·   Responsible for provisioning Active Directory permissions and groups/domains.

·   Established user access/permission at local/global level.

·   Administration of security for systems/applications.

·   Delete troubleshoots and maintains user accounts on multiple domains.
 

Lotus Notes Administrator

·   Performing daily Lotus Notes administration tasks such as Notes ID creation, recertifying Notes users, moving Notes users to different OU, Lotus Sametime setup etc. on over 25 servers with Global Network.

·   Respond to user inquiries via phone, email or instant messaging.

·   Record and review call logs and resolve tier 3 Remedy and VSEC Help desk Tickets.
 

Proprietary Applications Support

·   Managed the VSEC and Remedy Ticketing System; resolved and /or escalated third-level tickets via telephone with customer or email.

·   Maintained and supported six proprietary Global applications by creating, deleting, and modifying user accounts in Europe and Asia.

SunGard Public Sector (Contract)Highpoint, NC

06/2011 to 01/2012

Product Support Specialist II

·   Primarily responsible for the support of Computer Automated Dispatch software or CAD via the Helpdesk.

·   Supported various Police, Fire and EMS Departments across the United States who required technical support for CAD, -

·   Records Management Software (RMS), and Jail Management Software using Visual FoxPro, and SQL.

·   Supported both Visual FoxPro and .Net versions of CAD software.

·   Responsible for answering all supports calls associated CAD software and secondary support for RMS

·   software and recording all trouble tickets in the CRM Ticket Management System.

·   Used WebEx, VPN and other various methods to connect remotely to all clients.

·   Received security clearance from Federal Government to access National Crime Information Center (NCIC) to trouble shoot CAD, RMS, and JMS software issues.

·   Supported Windows XP and Windows 7 platforms.

·   Escalated issues to specific support groups via CRM System.

Kaufman Trailers/Ingenuity Software Corp.Lexington, NC

05/2008 – 03/2011

SQL Database/Network Administrator/Help Desk

·   Responsible for the continued development and support of proprietary ERP software called Ingenuity.

·   Solely responsible for weekly update and testing of Ingenuity databases before transferring updated builds to beta testing database.

·   Primary for telephone support for all clients to include, acting as Local Area Network Administrator for Kaufman trailers our Beta Test Company using Active Directory to create accounts and grant and remove access from Local Area File System.

·   Responsible for performance tuning of SQL Server and databases.

·   Statically assigned IP Addresses to all VIP Users who weren’t on the Terminal Server.

·   Support multiple Windows Server 2003 servers using one as a terminal server for end users accessing the network via thin clients.

·   Accomplished the daily support of over 75 end users locally and 15 clients remotely using MSSQL 2000 and 2005, Visual Basic 6.0, and Source Safe for all database issues.

·   Verified that all software licenses were up to date and valid.

·   Support several Dell Power edge servers and multiple Net gear Gigabit Switches.

·   Support and administered Inter Tel VoIP Tel phone system.

·   Configure and support Vo IP Phones.

·   Worked with local ISP to configure routing tables using HSRP, ARP, VRRP, and HSRP for dynamically assigning IP Address.

·   Support clients remotely via VPN tunnels, logmein and Windows Remote Desktop.

·   Responsible for daily and weekly Veritas and Oasis backups.

·   Support and maintain Windows 2003 Terminal Server using Trend Micro Office Scan Antivirus software.

·   Support all network printers (i.e. Dell and HP).

·   Responsible for the purchasing of all hardware and software from vendors such as Dell and CDW using cooperate account.

·   Reconfigured DNS Server with local ISP to accommodate access to customers accessing secure website with credit cards.

SaberTooth Technologies, Inc.

10/2006 – 02/2008

Software Administration Support Specialist

·   Responsible for supporting proprietary software, in all areas, to include troubleshooting, installs, and maintaining file updates and database information.
Troubleshoot all POS issues to include register polling and processing issues with Panasonic, PAR, and Hay star registers software via PCAnywhere.

·   Support and configure network printers.
Responsible for verifying daily reports for errors (i.e. labor and food variances etc.) for multiple franchises, then sending that data via FTP to head quarters, posting the data and verifying via PCAnywhere its accuracy.

·   Responsible for updating menu items, PLUs and recipes for each franchise.

·   Support all clients via telephone and remotely via PCAnywhere.

·   Ensured that all software licensing for Microsoft Products were up to date.

·   Troubleshoot all network connectivity issues to include, firewall setup, TCP/IP connectivity issues, router table configuration etc).

Polo/Ralph LaurenGreensboro, NC

4/2004 – 08/2006

International Customer Service Analyst

·   Monitor the life of the order from entry to customer receipt in and AS400 environment which includes keying, maintaining, and confirming the customer orders per account and country.

·   Also responsible for providing sales personnel, analysts and management with various allocations, shipping, and availability information and extending orders for late production delivery or early shipments per customers request.

·   Utilized Sourcing 2000, WebPDM, and Showcase query application to verify all sales information per account and created reports using this information which were then sent to all applicable parties.

·   Called on knowledge of international import/export regulations per country to successfully ship merchandise to client.

·   Work very closely with customs compliance to insure the successful delivery of merchandise to clients in Canada, Brazil, and Argentina.

·   Provide Sales personnel, analysts and management with information required to maximize shipments and orders; to include reviewing and analyzing customer orders with shipment dates for, past cancel orders, and confirmation.

·   Coordinated the shipment of the merchandise with Logistics, Transportation, and Shipping and Receiving departments.

·   Assist the Analysts/Managers with assigned territory to increase the volume and profitability of the territory; examined these metrics each shipping seasons (i.e. spring, summer, Cruise/Holiday, and fall).

·   Assist others in group to provide secure back-up plan during vacations or sick time.

Senior Help Desk Generalist

·         Responsible for the provisioning and de-provisioning of network accounts within Active Directory environment via IBM Tivoli.

·   Responsible for creating shared folders and security groups in active directory and assigning the proper permissions.

·   Assisted the initial creation of all AS400 accounts, unlocked accounts, reset passwords and troubleshoot any other issues pertaining to the AS400 user community.

·   Log all help desk calls and emails into Magic Ticket Tracking software and assigning tickets to appropriate support group.

·         Second leveling support for answering calls and related call volumes, voice mail, email, incident and change case creation, client enrollment processes, procurement processes, asset management and user administration functions in Active Directory.

·         Interface with Polo’s global end-user community, internal support groups and external hardware and software vendors to successfully resolve any software or hardware issues (i.e. Windows 2000, Windows XP, Office 2003, Outlook and other software issues).

·         Support Polo's VPN creating user accounts and granting access.

·         Troubleshoot hardware issues as they pertain to hardware brands such as Compaq, Intel, and Dell and the like.

·   Called on limited knowledge of the French language to assist international clients.

Mellon Bank (Contract)Boston, MA

02/2003 – 12/2003

Upgrade Team

·   Assisted in upgrading software packages and virus definitions for 800 users on both NT and XP platforms.

Starwood Inc. (Temp)

6/2002- 10/2002

Sales Representative

·   Primarily responsible for scheduling, editing, and deleting reservations for both nationally and internationally clients.
 

·   Access the Humming Bird Unix based software to handle all reservation inquires under the Starwood Flag.

TJX Companies, Inc. (Contract)Framingham, MA

11/2001- 05/2002

Lotus Notes Upgrade

·   Assisted in the upgrade of 3600 desktops from R4 to R5.

·   Troubleshot and a resolved trouble tickets that resulted from desktop errors (i.e. hardware and software errors).

Harcourt General (Consultant)Chestnut Hill, MA

2/2001 - 10/2001

Senior LAN Administrator

·   Provided operational and technical support for NT infrastructure for client (i.e. server hardware/software installation, and maintenance).

·   Provided second and third-level desktop support for 100 users.

·   Responsible for weekly Novell and NT backups (Backup Exec.).

·   Responsible for virus definition updates and scans on servers.

·   Assisted in an R5 to Exchange conversion.

Family Education Network (Permanent)Boston, MA

10/1999 - 12/2000

NT Network Administrator

·   Assisted in reconfiguring DHCP on server into a Super-scope to support multiple Class C IP Addresses.

·   Responsible for weekly backup tape schedule, restores, and storage using Backup Executive.

·   Lead server rebuild/upgrade project, which included server consolidation on Dell Power edge 2300s, and Compaq 5500Rs’.

·   Used server-monitoring software such as Site Scope to monitor all network servers.

·   Lead several move projects, which included moving servers, installing and configuring three Cat 5 Cable Topology. 6006 switches, cable management and connectivity tests.

·   Supported and managed Shiva modem pool and users accounts.

·   Supported and maintained 15 NT servers with various responsibilities (i.e. Backup, Production, and Sequel, File, and Print servers).

·   Assisted in upgrade of R4 to R5 by reconfiguring desktops.

·   Assisted in WINS reinstallation and configuration on PDC and BDC.

·   Third level support for Web Farm.

·   Setup and maintained user accounts in NT environment.

·   Supported and maintained all network printers.

·   Used PC Anywhere to troubleshoot server problems remotely.

Merrill Lynch (Consultant)Cambridge, MA

03/1999 – 09/1999

UNIX Network Administrator

·   Setup and maintained user accounts in UNIX (Solaris) environment.

·   Supported an integrated UNIX and NT environment with tools such as Hummingbird Exceed.

·   Supported interconnectivity of UNIX and MS Exchange mail.

·   Responsible for weekly tape changes and inventory of backups in Amanda Backup environment.

·   Maintained documentation of LAN wiring, switches, and hubs.

·   Setup and maintained building/security cards using NexSentry software.

·   Supported users via phone (Systems Hotline) and in person.

·   Worked closely with senior management and developers to determine present and future projects.

·   Trained new employees in basic system procedures.

NT Network Administrator

·   Setup, disabled, and maintained user accounts.

·   Built and supported NT workstations and servers.

·   Responsible for weekly tape changes and inventory of backups using Arc Serve software.

·   Assisted in migration of all NT workstations over to new domain.

·   Solely responsible for several projects pertaining to software and PC upgrades for roughly 75 users.

·   Installed and configured remote access/dialup software (VPN, PPTP).

·   Enterprise used to perform administrative duties.

Exchange Administrator

·   Created and maintained user mailboxes, including SMTP address configuration.

·   Assisted in maintaining Outlook and UNIX mail interconnectivity.

·   Created and removed public folders.

·   Configured user Outlook profiles.

·   Maintained UNIX home mailing and archives, which double-archived to Exchange public folders.

PBX/Meridian Voicemail Administrator

·   Added, moved, and Out’d TNs and DNs user accounts.

·   Setup user voicemail accounts.

·   Responsible for weekly PBX backups.

Lockheed Martin/Federal Aviation Administration (Contract Position)Burlington, MA

11/1998 - 01/1999

LAN/WAN Administrator (Y2K Project)

·   Responsible for making all PCs’ and laptops in the FAA (Federal Aviation Administration) and DOT (Department of Transportation) Y2K compliant by inventorying hardware and software then adding all the necessary patches and service releases.

·   Solely responsible for maintaining updated information concerning the Y2K project (i.e. service release and patch updates for software).

·   Created a detailed spread sheet documenting information (i.e. software and patches loaded, location, CPU type, Serial and bar code numbers etc.) pertaining to each user’s laptop or PCs’ Y2K compliance.

·   Supported NT 4.0 and Win.95 operating systems as technician and LAN/WAN administrator.

·   Fulfilled NetWare 3.x, 4.x, and NT administrative tasks by maintaining user accounts in Novell and NT environments.

·   Responsible for supporting 3x, 4x, and NT servers as an administrator by verifying user connectivity to all servers including the mail server.  CCMail primary email software.

·   Verified network cable integrity for 100/10meg switch hubs using a cable meter tester.

·   Used Linksys Ethernet pocket adapter in gaining network connectivity for laptops in order to load software and patches for field engineers and technicians who had no network cards or Novell client loaded.

Nextel Inc.  (Contract Position)Bedford, MA

8/1998 - 10/1998

PC Support Technician

·   Supported 100 users in a Windows 95 environment.

·   Used “Ghost” imaging software to install all operating systems, software, and protocols.

·   Supported CCMail (Lotus).

·   Troubleshot and resolved all software and hardware issues.

·   Maintained all supplies for users (i.e. PCs’, laptops, and peripherals).

·   Installed and supported Oracle software. Insured proper connectivity to SQL server by verifying the proper drivers for the database were installed by using the custom install option for software (i.e. Access).

·   Supported Oracle/Business Objects software.

City of Charlotte (Contract Position)Charlotte, NC

2/1998 - 8/1998

 LAN Technician

·   Set up Windows NT4.0 workstations in mixed network environment.

·   Extensive hardware and software support.

·   Set up, maintained, and troubleshot TCP/IP to maintain internet connectivity.

·   NetWare 3.x, 4.x. and NT administrative tasks.

·   Set up and maintained client email (GroupWise 4.x).

·   Set up and supported WFW 3.11, DOS 6.2, Win 95, and NT for some users throughout the   

·   City of Charlotte.

·   Worked as 1^st and 2^nd level Help Desk Technician.

·   Assisted User’s with hardware and software issues via telephone.

·   Installed and supported mainframe emulation software such as Extra 6.2, Win Fame, and Attachmate.

Telespectrum Worldwide Salisbury, NC

5/1995 - 2/1998