Business Analyst | Salesforce Consultant

• Oct 2021 - Present

Senior Systems Engineer | Team Lead

• Jan 2019 - Aug 2021

• Server team lead and interim site lead/deputy - manage projects, timelines and daily tasks for three teams • Provide weekly and monthly reports on projects and tasks for Server Team • Responsible for Enterprise stack, which include Windows OS and Linux Servers • Built new VMware stack and migrated all Enterprise VMs to new hardware (VMWare 5.5-7.0, 2012R2/2016) • Responsible for NIPR VMWare Stack • Responsible for all server-side prerequisites and needs for exercise rotations • Integration of other US Military and foreign military server stacks with ours for rotations • Maintain, monitor and patch all servers, including improve systems security with group policy for RMF/IAVA/STIG compliance • Created SQL and SolarWinds servers for monitoring network and servers • Deployed DameWare Remote Access on closed network and NIPR systems • VM backups with VEEAM, created backup schedule, monitor status, restore testing • ePolicy Orchestrator deployment and administration of McAfee products • ACAS / Tenable Products: update server, administration, created Security Center dashboards for continuous monitoring • Designed and rebuilt SharePoint - SharePoint 2010, 2013 and 2016 Administration • PowerBI reporting for team metrics • Documentation and SOP creation of processes and systems Show less

Computer Network Technologist II

• Nov 2017 - Dec 2018

• Provided Windows expertise to support the growing Windows OS environment for JMRC-IS • Testing/implementation of group policy in Active Directory for STIG/RMF compliance • Improved existing documentation resources and created new documentation as applicable • Provided Mac OS and application support • Performed quality assurance and quality control testing via peer reviews with SQL, PHP, and Java source code for the IS system • Tenable ACAS/NESSUS administration for network with baseline compliance and continuous monitoring for Windows environment for Hohenfels and Grafenwoehr • Updated Windows baseline twice a year with new COTS, requirements, IAVAs and Group Policies • Lead on RMF Audit and DISA compliance, maintained accurate POAM/deviations list • ePolicy Orchestrator administration for McAfee Products • PKI card administration • Participated in a rotating shift schedule for exercise support Show less

Senior Windows and Security Engineer

• May 2017 - Nov 2017

• Provided Windows expertise to support the transition from a Mac to Windows environment • Joined entire secondary site to domain of main site, updated COTS, backed up machines with Acronis • RMF Audit and DISA compliance preparation for onsite evaluation • Process assessment and overhaul for Windows environment • Implemented Windows automation with group policy in Active Directory • ePolicy Orchestrator administration for McAfee Products • Tenable ACAS/NESSUS for network and baseline compliance of computers Show less

System Administrator / Salesforce Administrator

• Dec 2014 - May 2017

• Support the Portland office and all of its systems from Exchange, Active Directory, servers, telecom and networking • Salesforce Administration for multiple instances o Responsible for setup of users, security, standard and custom object administration, dashboards and reports, API integration, workflows and approvals, permission sets, third party application integration, Chatter, Salesforce for Outlook, Data Management and documentation, utilize dataloader.io and SQL/dbamp for mass updates, Workbench. backend code to repository via Eclipse and BitBucket to commit changes for catastrophic event recovery, including for change control, UAT for product release cycles • Remedy Administrator (utilizes Salesforce) • Responsible for all hardware, software, telecom troubleshooting, support, implementation and refresh cycles • Purchasing and inventory management • Project management for various system integrations, upgrades and implementations • Involved in complex monthly billing processes for customer invoicing (SQL) • Major office cleanup, retire, recycle and engineering of core networking systems • Created and maintained documentation within Confluence, utilized Remedy and JIRA ticketing systems Show less

Technical Support Analyst II

• Feb 2014 - Nov 2014

• Consistently a top case closer for the Configuration Team with high CSAT scores • Worked with customers of all sizes to understand their needs and expectations to direct them to the best solutions • Handled a high volume of customer support requests that require business analysis, troubleshooting and support • Managed customer expectations and experience in a way that resulted in high customer satisfaction • Worked with other support members across skill groups and members of the customer's Account Team to ensure proper handling of cases and customer satisfaction • Created knowledge base articles to improve operational efficiency and help Salesforce agents, including the user community • Researched, documented and escalated cases according to procedures • Proactively learned new features of products, monitored current known issues and drove continuous process improvement • Team member of the events committee for the Hillsboro office Show less

Technical Support Analyst

• May 2011 - Jan 2014

• Supported 100 in-house users, and 300 external users via email, in person, remotely and over the phone • Troubleshot, upgraded and maintained workstations and laptops, including upgrading entire office to Windows 7 with Office 2010 • Documented all processes and applications, gave training and created tip sheets on an as needed/on demand basis • Developed trust and a positive perception of the help desk experience, which did not exist previously • Handled backup tapes, TrackIt!, various application support of standard and custom software and one offs, security key card system, Symantec anti-virus/GFI, NEC phone system, Change Control, inventory management of hardware and software, responsible for purchasing and tracking all IT purchases and licensing • SharePoint 2010 administration • Investigated, tested and implemented changes to existing systems, including upgrades and streamline work process flows • Member of ETO’s green team “E3” : Energy. Environment. Engagement. Show less

Regional Technical Support Specialist

• Aug 2007 - Apr 2011

• End user application and hardware support for 250 attorneys and staff • Lead for telecom support, phone, voicemail and blackberry training, BES/BAS administration, SharePoint administration • Assisted in implementation of VoIP system: removed old system, programmed and installed new system, trained staff • Imaged machines using BartPE, installed/repaired software as needed, troubleshot and tested software, created/suspended key cards • Video/teleconference set up, handled equipment check out requests Show less

Applications Specialist I

• Jan 2006 - Jul 2007

• End user support for the division, spanning across 5 states - via e-mail, telephone, remote assistance and in person support • Support for VoIP CISCO phones and voicemail system using Call Manager and Unity and Blackberry support • Maintained system security; administer accounts in Active Directory • Respond to user requests for assistance with FDA regulated hardware, software, and operational issues and nationally delivered/sponsored enterprise applications in a timely manner • Act as liaison between the region and National HQ user support to resolve issues with regulated software/hardware • Support nationally delivered/sponsored enterprise applications and recommend improvements to existing processes • Coordinate software enhancement requests and installation of new software releases, nationally and regionally based through SMS to all computers or select user groups • Responsible for implementing new hardware technology region wide and develop, validate, and support • Created and implemented End User Support SharePoint site for Western Frontier Division, train other users on how to administer and use SharePoint • A member of the Diversity Task Force Committee which created and implemented a diversity curriculum, as well as ensures that the organization stays abreast of diversity needs internally as an organization • A member of the Pacific Northwest Bio Medical National Disaster Response Team Show less