•Evolve PegaREACH •Active Directory •Exchange/Outlook •Skype •Fiserv ESS•RSA •OCS/3270/FDR •Partnercare •XNet •Axway MailGate •FirsTech eBalcon•FirstData Clients •STAR Station •TIMS •ServiceNow-Manages application OCS shells/prins/trans profiles for +500 financial institutions-Thorough access/approval documentation adhering to audit standards-Oversees role-based access configuration for applications within Fiserv's ESS-Security profile management in PegaREACH-Educate staff on ticketing processes-User access verification-AD user profile and OU management-TIMS and ServiceNow ticketing systems-Update and develop access SOPs-Meetings with Product Owners & Fiserv-Approval verification-Remote Work Capability-Application access support-Urgent INC response

Aruba ClearPass Policy Manager, Microsoft Systems (Azure MFA, Exchange & Skype Admin, Bitlocker & Monitoring, Active Directory, Office365/Teams/Outlook support, SCCM), RSA Security Console, Remedy, Oracle E-Business OTL, Genesys (IWS), Citrix (XenApp, Director), Wireshark, TSK Autopsy, Adobe Creative Cloud, Rightfax, ServiceNow (Knowledgebase Editor), Cisco Unity, Salesforce, NMap • Virtual: Familiar with Citrix/Xenapp. Able to distinguish when an issue is local or virtual and can perform troubleshooting on users who are in both environments.• Self Sufficiency & Time Management: Have worked remotely from an office as well as home. Self-manages agenda and tasks to ensure on-time completion of duties. • Remote Desktop & Software Center: Comfortable with remoting into user’s systems and installing software via SCCM, as well as troubleshooting download/install issues.• Data Capture & Analysis: Familiar with using tools for viewing and capturing live data from hardware, network, or applications for real-time analysis when troubleshooting. • Detailed Documentation (Accuracy & Completeness): I leave thorough details when observing & investigating issues, performing troubleshooting steps or configuration changes, and when attaching screenshots. I provide full and correct information when creating, reviewing, editing, or when submitting a ticket or document.• Network Support: Wifi, Ethernet, and VPN users. Able to identify source of connection issues (hardware/physical, link/network, firewall, permissions/access, application) and correct them.• Knowledgebase Editor: Using ServiceNow, I create, edit, and maintain KB articles. This involves formatting (usually via source HTML), researching subjects (ticket history, multiple KBs, Sharepoint sites), and collaborating with technology departments to confirm up-to-date info. The articles I wrote were self-service troubleshooting articles for end users and technical troubleshooting articles for admin and service desk use.

•Projects •Dashboards •Quality Adherence •Federal Regulations •Adaptability •Trouble Tickets •Addressing Concerns •Concurrent Conversations/Taskso Record identification & management w/ Salesforce, Galaxy, IS3, in-house programso B2C inbound/outbound phone & live chat (sales & customer service)o Familiar with CRM/ERP systems (EIM/EWFM) o Interaction noteso Developed training presentations & guides o Sensitive documents/PIDo Interoffice email & instant messaging o FERPA & ADA complianceo Ever-changing environment o Establish new proceduresThe real highlight would be my time in a Special Projects team. I had the opportunity to collaborate with management from multiple departments to develop ways to solve problems such as a backlog of newly discovered tickets. This required me to use my critical thinking skills and my IT background came in handy. I had the opportunity to work with directors and find out how they handled these tickets, then develop plans for myself and others to take over those duties. In my current role, I am known as a as being very knowledgeable. I am often asked by leadership and my colleagues how I would approach a situation or resolve an issue.

•Steady Self-Sufficiency & Minimal Supervision •Time Management •Forecasting •Driving •Records & Reporting •Leadership •Professionalism •Team Coordination •Trainingo Tracking of products on & off site for maintenance/registration/days idleo Future planning, management, and coordination of product inventoryo Face-to-face B2B & B2C (sales & customer service) o Responsible for safe drivingo Phone reservations/follow-ups/resolutions o Uphold corporate contractsDuring my time at the Falcon Field airport location, I ran the store myself for over a year. During which time, the store saw a dramatic increase in profits (so I was told). All locations had contracts with body shops to provide very professional customer service and business representation to clients. Logging of all interactions and conversations with customers and insurance companies. At Phoenix-Mesa Gateway airport, extreme time management was required due to a small team. In-between flights I would coordinate and manage re-stocking our rental lots. At both airports, I upheld extremely important contracts with private flights and corporations – often single-handedly.