Central point of contact for all computer data access rights for agency staff and contractors. Manage agency access to all agency information systems as well as specific external systems. Protect taxpayer information, complying with agency, state, and federal regulations. Assist Service Desk staff with complex technical questions. Maintain secure system access and data authorization, document maintenance, consultation, and planning.Use ServiceNow daily to document all work performed. Served as consultant during design and implementation phases of ServiceNow deployment.Generate monthly reports for agency management to show adherence to Key Performance Indicator (KPI) criteria, isolating deficiencies, and recommend corrective actions by staff and customers to improve results. Serve as group’s internal point of responsibility to monitor status of aged requests to facilitate resolution.Served as group’s contact during ServiceNow implementation to ensure that critical fields of information were captured and properly routed. Performed multiple sessions of hands-on training for division prior to ServiceNow implementation. Continue to isolate areas of improvement in making ServiceNow an effective service management tool.Consult with information security personnel, human resources, and agency officials to validate users for new and terminated access. Process requests for modifications to user access for all information systems; including mainframe (RACF) security, Exchange email, remote access, and Active Directory. Agency administrator for the North Carolina Identity Management (NCID) system. Analyze system access issues and provide solutions to meet security and business objectives. Create and maintain Active Directory objects, groups, file shares, and permission types. Document all work using ITIL (Information Technology Information Library) compliant software. Demonstrated improved group metrics, particularly adherence to Service Level Agreements (SLAs).

Supported network infrastructure for state, county, and local agencies. Monitored connectivity and determine points of failure. Utilized analytical and problem solving skills to provide technical assistance to employees and citizens. Provided troubleshooting to isolate network faults and resolve events. Acted as sole point of contact for all network incidents during working hours. Worked independently and communicated technical issues with non-technical customers. Maintained proper vendor and customer quality goals. Identified and corrected database errors within BMC Remedy. Advocated for rapid resolutions by contacting internal staff and encouraging timely action.Understood the root cause of events to develop solutions. Made suggestions for prevention of future problems. Made decisions on appropriate course of action for unique issues. Updated procedural guides, identify and document best practices. Documented processes and trained other employees to improve overall efficiency and standards.

Coordinated inventory within agency database and managed deployment schedules. Worked heavily with Windows XP and Microsoft Office, particularly Microsoft Outlook. Used Microsoft Word and Excel to update scheduling data. Provided written reports and verbal feedback to staff. Documented all efforts in Remedy to properly track customer requests and identify trends. Configuration and testing of agency computers and network in preparation for delivery and final installation. Maintained equipment inventory and documentation.Led team of contractors in transitioning 100+ users to an Exchange/Outlook-based e-mail system. Developed training materials to streamline data transfer and software configuration.

Supplied technical expertise toward thedevelopment, implementation, and support of customer applications or solutions dealing with enterprise software applications. Served as Linux administrator for ambulatory electronic medical records (AEMR) project. Created written and online documentation used for an organizational software deployment to all clinics. Delivered written and verbal presentations (using Microsoft PowerPoint) on assigned aspects of applications and products. Assisted in the technical management of source code, and system administration. Implemented technical installation plans. Made extensive use of Remedy to track customer requests and identified methods for preventing errors.Provided follow-up written and verbal support in disseminating technical information on applications and solutions. System administration tasks associated with the development, production, and management of software releases. Maintained positive vendor relations and tailored written materials to suit the customers (medical staff, administrative support, technical support, etc.). Followed departmental and HIPAA guidelines to protect patient confidentiality. Familiar with medical terminology and anatomy.

Created training materials for Glova Corp. Worked one-on-one weekly with vice president of Shinsei Bank to improve written communication to international customers. Led a class of eight workers at Hitachi to prepare for collaboration with HP in California. Provided written instruction and verbal presentations (using Microsoft PowerPoint) regarding effective English communication and understanding.

Worked as an English language instructor to prepare Japanese students and businesspersons for global opportunities. Created written internal documentation for staff use. Led the local site's international communications operations. Served as local leader for creating written advertising and promotional materials to solicit and maintain customers. Used in-depth knowledge of business, finance, language, and global affairs to attain a superior level of success and acquire highly successful clients. Customers included employees of Canon, Fuji Xerox, Nissan, IBM, Panasonic, and Sony.