Lead Service Desk/NOC Engineer

• Mar 2020 - Present

•Assist the Director in providing Technical Lead responsibilities in the Service Desk and NOC Areas •Team closely with Network Operations, Server Operations, Security Operations, Application Operations and Customer Service Center to help design, manage, and maintain alerts into the Service Desk area. •Help write technical procedures that other Service Desk/NOC Team Members will have to follow. •Monitor and respond to multiple channels of customer communication including chat, email, and phone. •Entering tickets into a ticketing system, assigning the tickets per a documented schedule or process, and calling technicians as required to support issues. •Support IT Desktop Applications (ex. Outlook, Microsoft Office, VPN software) -IT Infrastructure (ex. telephones, network/internet connectivity) -Customer Service Requests (ex. password resets, VPN token resets, service questions) -Application Troubleshooting •Production and Test environment platform monitoring for alarms and performance issues on systems, applications, databases and network/customer connectivity. •Manage alarm events and technical application issues – creating, modifying, troubleshooting and closing trouble tickets and routing issues to appropriate teams or vendors to be investigated and provide assistance wherever needed or requested. •Perform basic system administrator functions such as: alarm detection, correlation and resolution; capture and review error logs, capture and analyze trace data, platform sanity testing, run performance and capacity analysis reports and provide overall system administration assistance whenever needed or requested. •Support platform maintenance and testing initiatives. •Use critical analytical skills to troubleshoot customer reported incidents which may also include working with other departments to satisfy customer needs. Show less

Identity and Access Management Consultant

• May 2022 - Present

Review IDM assigned ServiceNow tasks and tickets, analyze priority and process according to service level standards. Analyze each request to ensure complete and accurate information. Look for any information that does not make sense and follow-up with requestor or manager to validate. Follow-up with manager or authorizer when least privileged access does not align with user job title, employee type and/or department. Troubleshoot complex access issues including multifactor authentication (MFA), SAML integrated applications and multiple vendor applications. Participate and contribute on projects to improve identity governance and access management processes and procedures. Develop scripts to perform data uploads and extractions from various IGAM data bases. Review SOPs for accuracy and update as things change. Develop SOPs for newly integrated applications or compliance guidelines. On tasks and tickets ensure there is documentation for what was done to fulfill the ticket requirements, especially anything that was done outside the norm. Adhering to published Operational Level Agreements (OLAs) and published Service Level Agreements (SLA). Participate in rotation of ISS Hotline calls. Serve as the liaison between ISS and the Customer. Participate in team huddles by discussing questions or issues regarding customer requests, offering suggestions, sharing information, etc. Show less

Identity and Access Administrator

• Jun 2021 - Dec 2021

IT Support Specialist

• Nov 2019 - Jul 2021

Information Technology Site Admin

• Feb 2020 - Dec 2020

Provide setup and manage information technology equipment for a 200+ agent call center with the goal of delivering excellent end-user experience. I ensured top-tier service delivery and support of desktop computers, VoIP telephones, networking gear, servers and Internet circuits to provide maximum uptime and redundancy. Day to day activities included management of call center IT infrastructure for customer service representatives and site management. Provided software updates and security patches using tools such as Active Directory, RSA Cyber Security Console, Microsoft SCCM and Cisco Unified Call Manager. My team worked closely with network engineers at troubleshooting local site network related issues following the escalation process and protocols as necessary to ensure rapid and effective resolution. Show less

Information Security Engineer

• Dec 2018 - Nov 2019

Responsible for the protection of the company’s physical and non-physical information technology assets. It is expected that this role will work closely with multiple IT departments to assist in the creation, execution and maintenance of secure systems, providing guidance in the design phase and oversight/auditing in the execution and production phases of system life-cycle. Directly responsible for the implementation of the corporate IT security policy. • Conduct audits and threat assessments and manage the remediation through to completion• Manage security monitoring systems and operational procedures as well as the response to threats or events in progress. Analyze the output of multiple systems to effectively investigate and defend against security incidents.• Conduct forensic investigations as required to assess events or to aid in investigations with internal and external entities. Show less

Client Implementation Technician

• Jun 2018 - Dec 2018

install and support of the intelligent procedure documentation and coding solution known as Provation Medical.

IT Support Technician

• Jul 2014 - May 2018

• Work tickets assigned via the Help Desk system and respond to calls on the Help Desk Phone line. Focus is primarily end user desktop and laptop related issues, but may also be assigned server level work as appropriate.• Configure and build end user laptop and desktop computers.• Monitor and maintain assigned server based systems to ensure maximum uptime and reliable operation. Includes management of disk space, review of event logs and taking corrective action, as required.• Processing User Access requests for network credentials using Active Directory and all company-wide applications based on roles.• Responsible for processing and tracking New Hire, Temp / Contractor, access change, and Termination requests• Create and maintain documentation related to troubleshooting, system configurations, internal IT procedures, and end user procedures.• Research, test, and implement products and systems required to meet business objectives.• Respond to alerts and emergencies during on-call assignment.• Monitor status of end user PC security updates and Anti-virus definitions.• Installs, configures, maintains, and troubleshoots a wide range of software and hardware for laboratory support and corporate end-users • Accepts other duties as assigned. Show less

User Provisioning Generalist

• Oct 2018 - Jan 2019

• Reviewing user provisioning requests for completeness, accuracy, audit compliance, clarity of intent, and proper approvals. · Granting access to an operating system, application, or data store based on the provisioning request while using a variety of utilities, tools, and applications to do so. · Documenting the access granted. · Communicating the credentials back to the customer. · Closing the request. · Responding to status requests and other customer communications. · Coordinating activities with other provisioning agents and with user provisioning management Show less

Access Manager

• Mar 2014 - Jul 2014

• Work to ensure that Identity Access Management initiatives are implemented in a stable and timely fashion. • Administers User accounts and resource access rights in Point of Sale software such as Demandware and RLM and Windows Active directory and Office 365. • Installs, configures, maintains, and troubleshoots a wide range of software and hardware for store support and corporate end-users. • Performs hardware/software upgrades to existing computer equipment as needed. • Performs other duties as assigned by IT Manager. • Provide suggestions on how to improve existing process and document procedures for department. • Ensure appropriate process for account change, both maintenance and on/off-boarding are followed Show less

Access and Identity Management

• Oct 2013 - Feb 2014

• Assisting with the development of functional and role-based access templates (based guidelines and requirements provided by Information Security and the business unit owners) • Building access templates to support these functions/roles • Processing access requests • Developing the processes and procedures to support the above access assignments • Analyzing access requests for proper format and authorization • Maintaining access request documentation • Properly administering access exceptions, supplying escalation and senior management risk sign-off. • Managing remote access tokens and related server access. • Reviewing applied access for consistency and integrity. • Working with Information Security to maintain access per security administration policy. • Terminating obsolete access, as necessary. • Trouble shooting access problems. • Supporting periodic certification of existing access. • Manages access to all designated systems and applications supported by Information Systems. • Responsible for processing and tracking New Hire, Temp / Contractor, access change, and Termination requests. • Responsible for Outlook / Exchange access administration and RightFax accounts • Responsible for reviewing all existing access to ensure it remains compliant with security policy and all exceptions have been properly documented and authorized/approved. Show less

InGame Technician

• Dec 2012 - Aug 2013

• Responsible for technology operations for all NBA, WNBA, and Developmental League games. • Project work for equipment refreshes during non-game season. • Support game and broadcast related applications and systems before, during, and after games. This includes NBATV, NBA.com, DMM, NBA Stats Channels, Stats, and Arena systems. • Proactively monitor applications and systems, addressing and resolving issues as they arise, and coordinating resolution with other departments where applicable. • First line of defense to troubleshoot and resolve software, hardware and network issues related to Digital Media, NBA Digital, NBA Corporate Network, NBA HSAN and connections to partners and third parties. • Execute designated Pre-game Operation Check-in procedures for Stats and HSAN connectivity; escalate to on-call staff when required • Work with Broadcast Operations and Engineering departments to resolve issues with Digital media, feeds and international broadcasters. • Support NBA Helpdesk operations during pre-defined TOC hours to resolve issues with equipment, connectivity, outlook/email • Provide testing support of Team and Arena and Event projects as needed • Support Team and Arena group during events as needed Show less

Sr Noc Technician

• Jan 2009 - Dec 2012

• Monitors the production environment helping to ensure that network integrity is maintained, batch processing is completed and service level agreements are met • Provide day-to-day maintenance and support of IT applications and infrastructure • Responsible for operating and maintaining production systems, as well as providing hardware/software equipment support. • Monitor systems operations, network infrastructure, trunked radio system, microwave systems, SNA circuits, and data circuits • Analyze problems or malfunctions, take corrective action, and/or coordinate corrective action with system engineering or vendors as appropriate • Perform remote diagnostics on analog/digital/frame relay circuits via Cisco IOS commands • Document problems and their resolutions using Service Now and Remedy ticketing systems • Participate in the management of any new infrastructure added to the network and ensuring that it is included in the network monitoring and management tools • Maintain Data Center security through temporary access lists and controls • Perform related duties as assigned or requested and maintain and apply working knowledge of PSEG standards for Business Controls and meet management's expectations for effective internal business controls • Handle active directory security, SAP, and VPN RSA requests that include account unlocking, password resets, and login issues. • Provide support and troubleshooting for users IT related service requests • Monitor and respond to network intrusion alerts using Cisco's Mars system. • Monitor and troubleshoot the status of the staging and production server environments which included Windows, Unix and Linux servers using HP Openview, Netcool, Sitescope and Tivoli. • Part of the incident and problem management team in trying to determine root cause of outages • Provide support for enterprising computing hardware and software platforms • Recognize alerts and provide first line of support Show less

IT Support Specialist

• Feb 2008 - Jan 2009

• Provide the dealership (BMW and Saab) with IT support including managing AD account and application accounts • Liaison with 3rd party vendors on resolving any issues that prevent normal dealership operations • Manage 250-300 user network which includes Ethernet users and wireless users • Manage PBX phone system (Avaya IP Office) and Provisioned users with RightFax accounts • Assess and purchase computer equipment necessary for dealership operation • Provide the dealership (BMW and Saab) with IT support including managing AD account and application accounts • Liaison with 3rd party vendors on resolving any issues that prevent normal dealership operations • Manage 250-300 user network which includes Ethernet users and wireless users • Manage PBX phone system (Avaya IP Office) and Provisioned users with RightFax accounts • Assess and purchase computer equipment necessary for dealership operation

Operations Support

• Jul 2006 - Feb 2008

• Daily monitoring of critical server tasks, analysis & problem resolution of misc. events log files, data drive disk space, replication conflicts, mailbox's for dead mail, replication events cluster replication using Netcool and HP Openview, among other utilities • Providing 2nd level support for internal Help Desk to resolve administrator issues with Windows Server 2003 and specific E&Y applications • IT Service Management (ITSM) based on ITIL best practices • ITIL Service Support areas of Incident, Problem, Change, Release and Configuration Management • Support for Windows Server 2003 and Domino 6.5 to Domino 8 • Blackberry Enterprise Server 4.1, BES Administration & user maintenance , creations , deletion , activation problems • Diagnose and troubleshoot domino server crashes • Daily management, analysis and troubleshooting on Lotus Notes mail files and users. • Managed the tape library for daily operations including monitoring backup jobs, ejecting tapes, sending off-site, labeling, etc… • Incident & Problem management , ITIL Foundation v3 • Notifying upper management and affected users about system outages and duration • Provide daily monitoring, analysis & troubleshooting of Domino applications • Responsible for providing research analysis for problem and incident management • Logging and analyzing complex requests via Remedy Call Tracking System. • Dispatching requests to the appropriate work queues • Monitoring and reporting Global network outages using the What's Gold management software. • Assisting Management on issues related to the infrastructure outages • Coordinating with Department managers and engineers to troubleshoot incidents and finding root cause • Escalate issues to upper management when necessary • Research and implement solutions for root cause of incidents and problems • Document incident and problem solutions in knowledge base Show less

Security Administrator

• Jul 2004 - Jul 2006

• Perform user access control administration on a daily basis across multiple technology platforms to ensure the protection of information assets and systems which include Windows 2000, XP, UNIX, and VMS. • Manage network accounts in Active Directory and on Unix/Solaris systems. • Monitor and audit security logs for suspicious activity; perform investigative follow-ups. • Meet with external auditors to review and formulate responses to audit findings. • Participate in security planning and testing for future application system implementations. • Function as firm's primary contact for security-related issues and directives. • Perform periodic user access level re-certifications on various systems/applications. • Develop, implement and enforce Corporate Information Security policies, strategies and standards. • Perform email content monitoring and URL monitoring. • Develop, maintain and communicate Security Awareness program to user community • Performs other Information Security projects / duties as needed. • Keep record of trouble tickets in BMC Remedy • Managed user accounts and passwords in BMC Remedy V6 • Provide support to users in Latin America offices • Provisioned users with RightFax accounts Show less