Ellen Shaner Email & Phone Number

Kansas City, Missouri Area

Analyze security access requests and create tickets using a variety of help desk ticketing tools such as Remedy and SharePointGather required information such as 3rd party approvals and various other issuesResearch customer profiles and access and assign requests to peers Communicate and explain security procedures and tools adapted to the user's level of knowledgeCompose correspondence in response to inquiries and draft a variety of other written products including processesProvision and remove system access to agency applicationsVerify accuracy and completion of security requestReset passwords in a variety of agency critical applicationsProblem resolution of access to critical applications

Kansas City, Missouri Area

Assists in developing, implementing and maintaining policies, procedures, and contingency plans for ensuring the security and integrity of applications, databases, information systems, and technology.

* Managed the incoming Information Security Office Mailbox for the Help Desk* Logged, assigned requests, requested any needed information, 3rd party approvals and various other issues, sorted e-mail, researched and answered emails* Completed AS400, EAS and eAuth requests * Developed and updated process, certification and accreditation documentation* Used Cyber Security Assessment and Management (CSAM), a certified security asset manager tool, to assess, document, manage and report on the status of IT security risk assessments and perform implementation of security control standards and policies* Created and uploaded documents to repositories* Built documents using MS Word 2007 & MS Excel 2007* Accepted calls for EAS troubleshooting & password resets for AS400, NITC & NFC* AS400 account creation and deletions, granted/revoked EAS permissions* Created SAAR requests, documented all requests, emails & phone calls in Access Database

* Created, monitored, updated, and closed tickets* Worked closely with other helpdesks and technicians to resolve customer issues with hardware* Monitored technician’s actions and kept customer updated* Physically inspected server rooms for temperature and humidity levels

Lawrence, Kansas Area

* Fielded incoming inquiries from Medicare beneficiaries* Researched database to supply information on medical coverage

Lenexa, Ks

* Created and assigned tickets utilizing ConnectWise from incoming calls* Resolved level I support problems* Reset passwords* Set permissions in Active Directory* Worked with VPN tunnel connectivity issues

Network Administrator Track, Networking

* Technical Competencies: Installing and supporting Windows XP/2003 in virtual environment, Basic configuration of the Desktop and IE.

Associates In Applied Science, Computer And Information Sciences, Gpa 3.57

LAN/HTML/VB/C++/Java/Database Management