Holly West Email & Phone Number

Dallas/Fort Worth Area

Manage the XTO Resource and Identity Management (XRIM) application. Leveraged application to eliminate manual systems requests and streamline employee onboarding. Provide daily break-fix support, manage ongoing enhancements, and resolve “technical debt” through system and process improvements. ▪ Create test plans for enhancements, train end users, and communicate with stakeholders regarding system enhancements.▪ Liaise with technical teams and end users to translate ideas, analyze business needs, and perform cost feasibility assessments.▪ Manage data feeds to share information of 4500 XTO employees into the ExxonMobil Identity and Access Management (IAM) system and identify areas for efficiency improvements and integration opportunities▪ Work with the IAM development and support teams based in Brazil and advanced IT teams internationally to develop integrations▪ Supported the outsourcing of access administration and security provisioning to a third-party provider in India and provided all training for access and functionality▪ Manage backlog of enhancements, support, and technical debt to prioritize workload between developers using Agile Scrum methodology for Sprint planning

Dallas/Fort Worth Area

Provided guidance, training, and troubleshooting assistance to the Security Provisioning Team for XRIM and the Lotus Notes IT Security Request System. Served as the XRIM superuser collaborating with the business analysts to perform testing on application enhancements, and bug fixes. Advised Business users on security modeling for new applications in the organization.▪ Participated in high level security strategy and worked with the business analysts to identify and implement new security systems▪ Worked regularly with Security and Compliance to address audit concerns and shore up processes to comply with Exxon Red Book standards▪ Provided design provisioning support for onboarding of new applications and advised on best practice and current security standards to keep security protocols consistent across the organization

Provisioned users in XTO In-House applications as well as 3rd party programs based on requests made through Information Technology Security Request System (ITSR).▪ Managed provisioning requests and security terminations based on user status and business needs▪ Applied Active Directory groups to Application resources, NTFS shares and folders, and new user mailboxes for Exchange and Lotus Notes▪ Followed established guidelines for applying group and user permissions to keep a consistent security model throughout the organization

Loaded Lockheed Martin Windows XP image and CribMaster Inventory Management Software to PCs in new tool management units set to be deployed to factory floor. Served as the Foundation Project Technician providing remediation of software security vulnerabilities as identified by McAfee Foundstone and Microsoft Baseline Security Analyzer.▪ Addressed service desk incidents related to use of CribMaster software both at the ADU unit and the Admin portion used by members of the Materials Support Team▪ Managed security vulnerabilities on ADU PCs by removing unnecessary software and pushing updates▪ Utilized Systems Management Server (SMS) device management tool to re-run or install software and diagnosed and repaired SMS in response to failed software and update pushes

Supported 200+ users nationwide and in-house with installation and support of both locally developed and commercial software products, including MS Office, ThinPrint, McAfee Anti-Virus, and AS/400.▪ Provided hardware support to users for desktops, printers, monitors, and other hardware▪ Configured routers, modems, and wireless network connections and repaired connection issues

Senior level Help Desk support for 200+ users including executive level personnel.Desk side support and phone support with remote software of issues including Internet/Intranet connectivity issues, Outlook 2003 problems, and trouble with varied applications including PeopleSoft, CARS, MS Office, iSeries, Adobe, etc.Desk side and remote support of hardware issues including hard drives, memory, monitors, and printers.Ticket assignment and tracking through Magic Service Desk Software.Troubleshooting daily backups and system restores with Altiris software. Software and upgrade rollouts through Symantec Live State Delivery.Virus blocking and cleanup with Symantec Anti-Virus.

Help Desk support for 175 person national sales force. This would Included support over the phone and by a VNC remote connection over the VPN. Helped to connect printers, configure home wireless networks, and establish Internet connection. Supported the replication and maintenance of local mail copies through Lotus Notes. Supported 50 in house personnel both on laptops and desktop PCs. Included use of Microsoft Office, printing, copying, scanning, Internet use, Lotus Notes, and general computer usage.Certified Dell Support Technician for printers, servers, laptops, and desktop PCs. This certification allowed for the diagnosing of issues with Dell equipment and the ordering of appropriate parts or service directly from Dell.Created Active Directory account, Lotus Notes email account, and Access Manager VPN connection account for new hires.Responsible for imaging new hire laptops and PCs using Norton Ghost. Setup and shipped sales force new hire packages to include laptop, projector, and printer. Before shipment had to ensure the working order of all equipment. Supported and helped maintain audio/video components in several in-house boardrooms. This would include the use of overhead projectors with a laptop and surround sound. Supported sales force use of portable projectors for showing presentations from a laptop. Monitored and helped maintain successful backups through Symantec Veritas Backup using 8 tape autoloader. Supported cell phone and blackberry devices among all users. Helped create and maintain phone accounts on the AUDIX phone system.

Member of two person technical support team for 150 in house users as well as offsite sales and construction personnelInvestigated and corrected hardware and software malfunctions in printers, scanners, copiers, and personal computersInstalled PC images and configured accounting, marketing, and various other homebuilding industry applications in Access databases using SQL servers, propriety programs, and web based programsSetup Internet connections in remote sales and construction offices (DSL, cable, satellite, wireless)Configured email server connections for remote users in PCs and Blackberry devicesSetup network connections/accounts for all users including LANs within remote officesMaintained Veritas BackupsCo-managed is wireless account for 300+ users. This entailed activating new phones, maintaining an accurate database of usage and troubleshooting user issues.Analyzed and found solutions to various and all other user problems relating to company information systems and hardware

Master Of Science - Ms, Management Information Systems, General

Bachelor Of Science - Bs, Information Technology