Working for Jefferson County Business Innovation & Technology department as a System Administrator with Technical Support Lead responsibilities.

Identify the problems and troubleshoot hardware issues, including laptops, desktop's, monitors, printers, plotter, and video and audio equipment. Adopt a systematic approach and perform troubleshooting, repair, and maintenance of computer systems, hardware, peripherals, and mobile phones. Hold full accountability for installing and uninstall software to company devices, such as SAP, VISO, Acrobat, device drivers, Cisco AnyConnect, and Outlook. Update knowledgebase to store complex structured and unstructured information for further use. Leverage exceptional experience and serve as Subject matter expert in the ServiceNow front-end ticketing system. Organize training sessions and train staff when there are new roles and assignment group and resolve incidents in accordance with Service Level Agreement (SLA).• Diagnosed and identified solutions to resolve software issues, including MS Office/365, OneNote, SharePoint, BOX, and Skype for Business; resolve VPN, Cisco AnyConnect, Citrix issues for access, connectivity, and install.• Utilized in-depth technical knowledge and deployed hardware, such as docking stations, monitors, keyboards, headsets, and mobile phones.

Spearheaded highly skilled UAM team in critical project completion of business continuity planning in preparation to ensure that all business operations remained normal in case of labor strike or natural disaster. Supervised the implementation of procedures to secure both company and user data. Collaborated with development managers to manage vulnerabilities on company servers in weekly reports. Updated supervisor and manager with weekly and monthly audit and metrics reports ensuring processes followed in compliance with After Active Review (AAR) and Sarbanes-Oxley (SOX). Identified needs for skills improvement and organized training sessions for new hires to enhance their skills and knowledge; trained manager, supervisor, and team members on new, updated, changed, updated processes and procedures. Crafted comprehensive weekly/monthly reports based on User Access Request credential and metrics of provisioned and de-provisioned application access and forwarded to executive management for decision making. Served as an active member of project teams that collaborated with project managers, IT development, and testers in various projects and recommended changes in IT Roadmap, UAM Request Portal, SecurID token intake, and tracking process. Minimized risks to the organization by providing monthly access control audits to various stakeholders.• Earned fast-tracked promotion to a leadership role and proficiently administered daily key business applications while providing system and hardware support in line with SLA's.• Moved Active Directory objects and applications, including computers, users, and groups from one Server Active Directory domain to another as company merged and completed testing on Windows 7 with the collaboration of user access management team.

Created and maintained all sort of documents, including training manuals, operations procedure documents, auditing, and metrics documents. Delivered exceptional technical support to users by using broad-based expertise to handle problem identification, diagnosis of resolution. Efficiently ran batch work, including Rumba screen scrapping, Access DB, UNIX, and BMC Enterprise Security Systems (EES) for Single Sign-On (SSO). Aimed at bettering the job performed by new hires through giving efficient technical training. Provisioned and de-provisioned application access while establishing a more efficient environment to request and process application access.• Provisioned and de-provisioned credentials for user(s) privileges and software access while offering on times complex problem management, resolution, and handling.• Contributed efforts as an active member of a Project Management team that developed an automated workflow process for User Access Management team and internal users; this project provided single intake process, easier workflow for users, and cost savings to the company.

Promoted for first level phone triage for IBM IGS internal host helpdesk in a high-volume call center. Represented Helpdesk in problem change meetings and other meetings that would impact or changes procedures to Helpdesk.• Resolved over 90% of first time issues and handled all escalated calls for the desk• Responsible for updating and distributing new policies and procedures• Participated in implementation of ISO9000• Responsible for scheduling 5-8 employees• Trained new hires on position, process and procedures