Frisco, Texas, United States
Member of team that created IT Service Center which integrated Field Service, Service Desk and User Access into an optimum operational model. Security administration and application support for all applications for FUB Banking, Mortgage, Insurance and Wealth Management. Troubleshot and resolved via remote connectivity pc, network and application issues. Participated in rollout of M365 to the cloud including MS Outlook.
User Access Management: Performed Security Services for On boarding, Transitioning and Off boarding for Texas Dept of Transportation System Administration for multiple applications(30+) inclusive of account creation/removal and assignment of permissions to the actual resource Utilization of Active Directory and Novell Identity Manager to grant or remove access to network resources. Senior Incident Manager in Support for Entergy Corp.
Incident Manager and Senior Analyst that managed incident solutions requiring coordinating actions among Network Services, Application System Administrators and Field Services as required, as well as application support. Participated in the transitioning of initial service desk to a 24 X 7 centralized service desk incorporating the physician service desk. Representative accomplishments included the following: Participated in the implementation of Epic Electronic Health Record(EHR) to 14 Texas Health Resources (THR) hospitals. Managed solutions for Epic EHR and associated interface issues relative to Admit/Discharge/Transfers (ADT), lab orders and results. Managed and implemented solutions for additional applications and processes Prepared and reviewed Service Desk Daily Performance Metrics Reports indicating meeting of goals; ie, Service Level Agreements (SLAs), customer satisfaction surveys and other known performance indicators(KPIs). Conduction of training and coaching of Service Desk Agents Constant learning of new applications and solutions
Member of the CIBC World Markets Optimization project team participating in the post 9-11 recovery and transitioning of the help desk to a global 24 x 7 solution center. The global solution center is located in Toronto, Canada and encompasses the US, Asia, United Kingdom and Canada. Representative accomplishments include the following: Planned and coordinated the consolidation of the US Investment Banking and Global Technology helpdesks. All open issues(phone, VIP users, US unique software applications, client notification and special handling issues) were identified, addressed and resolved. Conducted meetings with the various desktop and helpdesk managers to outline plans and schedule deliverables; including preparation of weekly project status reports. Prepared US Products and Services Known Issues Matrix with correct assignment queues Knowledge author and coordinator of all US solutions submitted by myself and various groups; Desktop, Helpdesk, Network Operations, Unix Data Base and Server Operations which were then reviewed, edited and tested prior to being entered into Solution Center(Peregrine/HP) data base for use by analysts. Member of post 911 Disaster Recovery Team that accomplished the rebuilding of CIBC Network and Help Desk Performed network administration inclusive of network account creations, granting share access rights, resetting passwords and unlocking accounts, administering printer queues. Participated in helpdesk website development; troubleshoot and resolved remote access VPN and citrix calls; and provided technical coaching to other analysts.