Robert J. Email & Phone Number

Philadelphia, Pa, Us

Austin, Texas, Us

SSO / OID / Identity and Access Management, LBAC, RBAC SME. Cyber Security Incident Response Engineer. Duty Manager.

Austin, Texas, Us

Assist and provide technical and engineering guidance to customers, consultants, implementation consultants and internal support with Oracle Fusion Applications Security scope and functionality related but not limited to: user provisioning, roles, Oracle Identity Federation, SSO, Cloud Security. Oracle Identity Manager - OIM, OAM, ODSM/OID, Authorization Policy Manager - APMPartner with Development to author bugs and provide supporting data analysis in regards to product defects and technical code issues. Oracle OPEN Employee Resource Group - Orlando Chapter LeadDuty Manager

Orlando, Florida, Us

Support Analyst II - Service Desk - Information Technology

Parsippany, Nj, Us

Duties with this position included supporting the Wyndham Hotel Group franchisees’ third party Property Management Systems over the phone or in person. This included systems such as Opera, TWI, and PRM, as well as Wyndham’s own proprietary software & hardware systems. Some of the hotel brands that I supported in this role included: Super8, Ramada, Days Inn, Baymont, Microtel, AmeriHost, Hawthorn, Howard Johnson, Travelodge, Wingate, and Knights Inn.Each hotel had a unique hardware and software configuration that needed to be continuously supported. Such configurations included: (server in a box) a Windows 2003 server that includes hardware interfaces, IBM tape back-up, Drobo back-up, battery backups, switches, routers, Hughs Satellite, front desk workstations etc.It was my departments’ responsibility to configure and migrate each hotel site before they became a Wyndham franchise, and to provide tech support by phone or in person after the cut-over to being a Wyndham brand site. Additional support included dispatching other 3rd party vendors to repair hardware that was owned or leased by Wyndham. On a daily basis, I supported Windows Server 2003, Active Directory, SMTP, Opera TWI, and Internet Explorer. I also provided support with other discrepancies caused by the Property Management Systems, such as the hotel being overbooked, inventory control, and central reservations communications failure with the Opera Two Way Interface.Communicated with property General Managers, and front desk staff to assist with everything from technical support to inventory control issues. I was also frequently assigned to work exclusively on various projects outside of my regular work responsibilities.

Orlando, Fl, Us

Answer inbound calls from employees of Wyndham Vacation Ownership, with inquires that are technical in nature. These calls were normally related to network connectivity issues, as well as computer and software conflicts issues. The goal was to attempt to resolve the issues in less than 15 minutes to ensure efficient call flow, and accurate delegation of trouble tickets to other IT departments. Examples of the type of calls received are: Machines needing to be added to the domain via AD/DRA, Symantec definition updates, hardware and software installation and un-installation, multiple applications and network password resets, machine re-images, Cisco IP phone VM PW resets, MS Office issues, machine network activation, resort front desk application crashes, software how-to inquires, Issues with Apple computers such as Mac Desktops and MacBooks, VPN connectivity, network & direct connected printer troubleshooting, night audit crashes, and various other issues that may have been a concern to the end-user.Created, and tracked trouble tickets for high severity issues. Submitted ticket status notifications to management, and users via email. Whenever we experienced a major system crash, I recorded an automated crash alert voice message on the IT phone line, and notified the on-call staff per severity level policy. High severity issues included hotel & resort network outages, server reboots, application unavailability, telephone system outages, and night audit crashes in various front desk applications.Monitored the data center servers by performing daily walk observations for any abnormalities, documenting the incidents, and notifying on-call and management staff if needed when these issues would arise. Occasionally assisted the on-call staff by performing server reboots when remote connectivity was unavailable. Other data center duties included changing the server backup tapes to ensure customer data was stored and protected in a continuous manner.

Lake Buena Vista, Florida, Us

Assist the Two-Factor project team with the conversion and migration of over 8,000 single factor VPN accounts to Two-Factor authentication accounts. Assisted with implementation of procedures for distribution of security eTokens for two factor authentication for The Walt Disney World Co, remote network employees, and clients or partners. Created, designed and altered documentation to be sent out to recipients of the security eToken. I also assisted with shipping and packaging of the eTokens.Created and maintained a database for various tasks including active inventory for over 12,000 pieces of hardware, separate shipping and packaging supply inventory, and user package ship dates. I was the only person in the Two Factor Project team with the responsibility of tracking inventory daily throughout the entire project. Other duties included ordering supplies for the two-factor project team, and performing a final quality check on approximately 600 Two-Factor upgrade packages weekly before mailing to end-users.Provided technical support to local and international clients, Disney Cast Members, and senior management of The Walt Disney Company over the phone or in person, and tracked my progress via Service Center ticketing system. This included remote desktop assistance via Net meeting, SMS Remote Control Tool, and DameWare Client. Verbally walked user/client through registering or installing hardware and software.Trained and coordinated new employees on every aspect of the project. Created training manuals and documentation to distribute to new employees. At the Disney IT support center, we had incoming calls from cast members, VIP’s of the company, and contractors for support with Disney IT Assets, Disney network, POS systems, over 3000 different software titles, and many various hardware conflicts. I also remotely controlled the client’s PC or Notebook, and used various different tools, resources and knowledge to solve the issue.

Lake Buena Vista, Florida, Us

Convention/Special Event Guide:Participated in daily briefings and planning of nightly events. Assisted other Convention/Special Event Guides with assigned event, as well as guiding guests to specific special event area. Assisted guests from the time of arrival until the time of departure with any requests or questions.Entertainment/Parade Performer:Parade performer / puppeteer in the Tapestry of Nations Parade during the Walt Disney World Resort’s Millennium Celebration.

Orlando, Fl, Us

New York, Ny, Us

Orlando, Florida, Us

Ride attendant for Men In Black Alien Attack attraction. This included various tasks such as ensuring the safety of guests while entering/exiting attraction, as well as providing world class guest’s service.Promoted in July 2001 to Guest Services Coordinator at Universal’s City Walk. This included servicing guests who may have had issues concerning any of the theme parks, their tickets, or Universal’s City Walk.Assisted guests with unusual requests or special needs.

Dallas, Texas, Us

Answered calls with questions or concerns about service, billing inquires, technical support, irate customers, issuing proper credits. Provided follow up on customer inquiries.Trained in account/customer retention. Offered new ideal services to fit the customer’s needs in order to retain their business relationship with Cingular Wireless.

Deland, Fl, Us

Trained in SMT to help manufacture computer boards and computer board circuits and also trained to maintain and operate surface mount computer. PCB testing - Helped maintain quality control of computer boards by repairing and retesting them. Generated reports on failed products. Skilled in soldering IC’s on boards.

B.S. Cybersecurity And Information Assurance, Computer Science & Engineering

Associate Of Science - As, Information Technology & Networking

Computer Systems/Electronics Engineering, Engineering Technology