Technologies Used: BMC Remedy 9.1 ITSM and Smart IT Reporting, Microsoft 2016 Visio, SharePoint 2019, Office 365, Microsoft Teams, Skype, Remote Desktop Server, Active Directory, Remote Desktop Connection Manager v2.7, Windows Server 2016, and 2019, Windows 10, IBM Big Fix Reports, IBM Big Fix Console version 9.5, DISA Library● Ongoing ITSM/CSM system administration, support, maintenance, and enhancements.● Design, development, administer, and troubleshooting BMC Remedy Service Request Definitions (SRDs), Process Definition Template (PDTs) and Application Object Template (AOTs).● Collaborate with work model team on an Asset Management project.● Participate in the upgrade of the BMC Remedy environments. ● Implementing ITIL best practices on incident, service requests and change process● Provide level 2 support to BMC Remedy ITSM and Smart IT.● Utilize and document support tickets via Remedy and Smart IT. (S)● ITIL Foundation Certified

Technologies Used: SharePoint 2013, SharePoint 2019, Office 365, Microsoft Teams, SharePoint Designer 2013/2019, COTS, Skype, Smart IT, BMC Remedy, Remote Desktop Server, Active Directory, Remote Desktop Connection Manager v2.7, Windows Server 2008, 2012, 2016, and 2019, Windows 7, Windows 10, IBM Big Fix Reports, IBM Big Fix Console version 9.5, VMware vSphere 6, DocAve, PowerShell 3.0, DISA Library, Adobe Presenter, Articulate Storyline 3● Provide level 2 support to SharePoint 2013 and Office 365 end users.● Provide technical support for migration from SharePoint 2013 to SharePoint 2019.● Utilize and document support tickets via Remedy and SMART IT.● Add and remove Active Directory end user accounts.● Conduct granular backup, restore, and migration of SharePoint sites via DocAve.● Remote into MOSS servers to conduct Security Content Automation Protocol (SCAP) compliance checker scans.● Configure and buildout MOSS servers utilizing Security Technical Implementation Guide (STIG) via DISA library. ● Conduct monthly and quarterly vulnerability OS .NET patching to SharePoint MOSS servers via IBM BigFix Console and Reporting tools.● Support users with the use of OneDrive for Business.● Assist users with the creation of InfoPath forms.● Create workflows utilizing SharePoint Designer 2013.● Acts as a liaison between the Lines of Business and IT.● Configure SharePoint Services via IIS.● Provide training and coaching to end users and new hires with the SharePoint Support team.● Evaluate and modify current SharePoint governance for SharePoint 2019 migration.

• Assisted developing policies and procedures for users and user groups with shared folders access.• Utilized Remote Desktop to perform and execute remediation processes of file servers and file folder directories via the Varonis ACL fix tool.• Analyzed Active Directory and LDAP members to determine share folder access for file folder remediation.• Provided backup support to the Varonis IDU server.• Researched and retrieved IDU server system logs to determine server activity.• Created, maintained, and updated the remediation dashboard which records the remediation progress for each file server within the three main regions.• Ramped up an offshore team from India to perform as a backup for the duties listed above.• Monitored and maintained the FleetCare portal mailbox.• Assisted Help Desk and IT staff with issue tickets to resolve user issues.• Resolved Level 1 Windows 7 end user issues.• Responded and forward users’ request to the appropriate team members.• Updated and maintained Microsoft Access Issue Tracker database.• Updated standard work materials to reflect changes in procedures and tasks.

• Performed security monitoring and reporting activities related to security alerts, internal and external monitoring/scanning of the environment and reporting of items for compliance purposes.• Monitored security intelligence services on a daily basis for early warning of events.• Supported disaster recovery and business continuity planning administrative activities to maintain related documents and call contact information.• Participated in key IT Security initiatives to ensure security controls are properly addresses as assigned. • Participated on project teams designing security specifications for new applications as assigned.• Conducted security awareness and prevention training to all users and business areas.• Assisted with security projects and looks for opportunities to improve processes and recommend appropriate level of security controls. Documents procedures, usage, and researches problems associated with IT Security.• Assisted desktop support with end users Windows XP end user security issues.• Researched and tested Sophos, Websense, and Veracode security tools to improve organization’s data and network security posture• Volunteered to assist Network and System Administrators with monthly and quarterly checks on Cisco routers, switches, WPA’s, and connectivity reliability tests

• Conducted training needs assessment for all departments throughout the headquarter home office• Made and presented recommendations upon training needs analysis results for best course of training • Researched vendor resources for soft skills training • Collaborated with onsite consultant to conduct Microsoft Office 2007 training• Coached members of various departments on presentation skills• Conducted refresher training with clients• Maintained student registration for offered courses

• Conducted training needs assessment for administrative units and programs• Developed and created course outlines and training materials based upon client’s needs • Scheduled and advertised upcoming training events• Prepared training modules for the rollout of Microsoft Office 2007• Created training materials and courses for the implementation of agency-wide intranet via Microsoft SharePoint• Conducted instructor led, online, and one-on-one training of Microsoft Excel, Word, Access, Outlook, SharePoint, Blackberry hand held units, Webex, and Polycom video conferencing equipment to all clients• Conducted refresher training with clients• Created a student training registration database via Microsoft Access• Conducted and recorded course evaluations via student surveys• Partner with desktop help staff train and assist in Windows XP problems and solutions.

• Conducted online training of the Vortal X website content management control panel• Developed course outlines and training modules for content management system• Conducted refresher training for recently trained users

• Created and modified real estate property content web pages via SharePoint Services technology• Communicated with IT technicians to resolve technical issues

•Provided computer and internet safety training to staff members and children•Researched online learning tools to implement for all types of training•Subject Matter Expert for training other staff members on internet and computer technology

• Created Oracle 11i course outline, documentation, training materials and online Computer-Based Training modules• Conducted instructor led, one-on-one and online training of various Oracle Financials applications• Conducted training needs assessment for customized training courses• Maintained and updated training intranet website• Updated and revised training courses in accordance to new versioning of application as needed• Evaluated training course surveys to modify class materials and course training• Maintained online training registration database and training calendar.