• Gathered business requirements, created processes, and workflows essential to implement the Service Now Ticketing System for The Center for Forecasting and Outbreak Analytics Help Desk.• Gathered and created knowledge articles for applications used for CFA Support.• Knowledge articles were created for both the end user and technical agents to assist in support and repository loaded into Service Now.• Created reporting within the ticketing system to identify trend analysis.• Manage all requests and incidents that come into the CFA Help Desk and if not resolvable at entry level, transfer to appropriate support group for resolve.• Upon managements request, gathered business requirements for Slide Repository software.• Identified vendors that could provide software, however consolidated vendors from 8 to 3 due to security, non 508 Compliant, or could not meet The CDC’s business needs.• Created Demos for each vendor and presented to management to share with other department management.• Provided budgetary costs for install in cloud versus on premise install. • Worked with Security to provide an A of A for all vendors.

● Research technical trends within the ticketing system Service Now● Report trends to upper management● Provide possible solutions after thorough deep dive into root cause analysis● Monitor end users after resolution put in place for any continued issues● Provide reporting by business unit for total down time and SLAs● Manage Ticket queue to ensure SLAs are met.● Delegate tasks to fellow team members to ensure workload balance is evenly distributed throughout the team● Maintain documentation and procedures within the team to ensure knew knowledge is disseminated accordingly.● Provide SDLC on sunset hardware and software● Report/monitor any known outages to Operations for quick resolution● Act as liaison for management and end user community for roll outs both software\hardware● Act as a liaison for management and end user community for outage updatesSupport includes:

• Train and Mentor Junior Technical Analysts. • Remote support for large user base nationwide via Service Now Tickets• Manage Ticket queue to ensure SLAs are met.• Delegate tasks to fellow team members to ensure workload balance is evenly distributed through out the team• Maintain documentation and procedures within the team to ensure knew knowledge is disseminated accordingly.• Report/monitor any known outages to Operations for quick resolution• Act as liaison for management and end user community for roll outs both software\hardware• Act as a liaison for management and end user community for outage updatesSupport includes:o VPN/Internet connectivity issueso Citrix virtual desktop issueso Mainframe application supporto Windows support- OS updateso MS Office Support including Teamso Avaya phone connectivity issueso Password resetso Hardware break fix: including Dell laptops, desktops, terminals, and docking stationso Citrix Supporto Application Deployment via SCCMo Software break fix

• Planned, executed, and finalized hardware deployment projects per quality, schedule and budget • Hardware deployment included wireless access points, laptops/desktops, tablets, corporate cellphones• Coordinated stringent schedule for hardware deployment and Operating System upgrades• Acted as liaison with business, internal and 3rd party IT personnel • Ensured proper status reporting throughout the life of the project • Provided status reports with deployment issues, action items, and target areas • Oversaw the translation of business needs into system requirements • Oversaw solution development from partners and 3rd party vendors o Managed Windows Upgrade Projecto Managed Hardware upgrade Project▪ Requirements gathering both SW and HW• Handled escalations outside office hours and resolve with a sense of urgency • Documented process where needed for knowledge database

Graduated Bachelor of Science

• Coordinated with teachers and administrative staff to roll out new hardware, including desktop, laptops, tablets, and district VOIP phones. • Help desk support calls and ticket queues for both teachers and faculty• Supported o Personal owned Laptops/Tablets (Wi-Fi connectivity only) o School owned Laptops/Tablets/Desktops o Installed new hardwareo Reimaged existing hardwareo Documented all hardware, software, and connectivity issues in Zen Desk if unable to resolve, tickets routed to appropriate 2nd Level Supporto Cleaned up Organizational Units and either disabled or moved user accounts to correct OU in both Active Directory and Google Admin

• Created and managed working schedule for all items involved in the Server Relocation • Updated Scorecard for each move as event was concluded as completed • Managed correspondence to Application Owners regarding any outages

• Plan, execute, and finalize IT Processes and initiatives • Deployment projects according to quality, schedule and budget objectives• Coordinate stringent schedule for DR • Gather Business Requirements from all stakeholders• Liaison with business, internal and 3rd party IT personnel to define the project's objectives and scope and oversee quality control throughout its life cycle• Communicate status and concerns appropriately.• Ensure proper status reporting throughout the life of the project • Provide status reports with issues, action items, and target areas• Monitor the management of project related issues & risks and engage for resolution as needed. • Oversee the translation of business needs into system requirements• Oversee solution development from partners and 3rd party vendors

• Perform Security Administration tasks • Interacting primarily with IT staff • Maintaining a summary of the weekly activity, to be reported weekly to management• Identify areas for process improvement with regard to Support Activities• Communicate effectively both orally and in writing; and establish and maintain effective working relationships with Offshore Support Manager and members of Global IT• SLA adherence, effective resolutions with a far sighted approach and continues monitoring of incidents through Support Incidents Tracking System.• Windows Active Directory• User and access management/provisioning• World and OneWorld Operational support for internal Security infrastructure, Active Directory User management, Perform Security Administration tasks,monitoring of incidents through Support Incidents Tracking System and Procedural Documentation, Reviews and Audits access rights and modifies rights assignments to meet standards Modifies user, groups, and file rights and legacy system rights that fail audits. Support Elevated Alcon IT Security Functions (Privileged Account Activation, Password Resets, etc)Application-specific security configuration and support Organizes and controls directory structures for Non-employee access. Control Performance and system access Reporting, Audit user access to enterprise applications, Monitor and process Security related incidents and access requests, Risk Assessment, management and suggestions to mitigate risks.Firewalls, Intrusion Prevention Systems, Internet Security Skills

• Plan, execute, and finalize security initiatives as set forth by audit; both internal and external• Deployment projects according to quality, schedule and budget objectives• Coordinate stringent schedule for national hardware deployment• Gather Business Requirements from all stakeholders• Liaison with business, internal and 3rd party IT personnel to define the project's objectives and scope and oversee quality control throughout its life cycle• Communicate status and concerns appropriately.• Ensure proper status reporting throughout the life of the project • Provide status reports with issues, action items, and target areas• Monitor the management of project related issues & risks and engage for resolution as needed. • Oversee the translation of business needs into system requirements• Oversee solution development from partners and 3rd party vendors

Plan, execute, and finalize hardware deployment projects according to quality, schedule and budget objectivesCoordinate stringent schedule for national hardware deploymentCreate/maintain project planLiaison with business, internal and 3rd party IT personnel to define the project's objectives and scope and oversee quality control throughout its life cycleCommunicate status and concerns appropriately.Ensure proper status reporting throughout the life of the project Provide status reports with deployment issues, action items, and target areasMonitor the management of project related issues & risks and engage for resolution as needed. Oversee the translation of business needs into system requirementsOversee solution development from partners and 3rd party vendorsHandle escalations outside office hours and resolve with a sense of urgency

Managed 9 Account Administration Analysts(2 offshore and 7 internal)Coordinated with internal and external customers to roll out new systems or system changes. Including timelines, business requirements, corporate communications of changesManaged the provisioning of 140 applications both internal and 3rd party.Managed risk by performing audit and compliance reviews for both internal and external audits; such as SOX controls and Biannual Application Entitlement ReviewsProvided reporting and performed updates for Bi-Annual Entitlements Reviews. Managed Monthly Reporting for all applications to monitor for inactivity and account duplications.Managed ticket delegation and work load within the team to ensure work balance as well as SLAs were met.Delegated escalations as required by the business Liaison between IT and business for all application roll outs to ensure IT security requirements are met before go liveManaged documentation to ensure all aspects of application administration are currentManaged risk to the organization by implementing a standard unique identifier within all applications to ensure the proper access was being modified, granted or removed Managed all on/off boarding of both FTE and Non FTE within the company.Assisted with development of the Application Access Tool which ensured an accurate system of record on all users’ applications.Managed 4 Service Desk analysts, supporting a 9,000 user base of Internal/external Saxon Employees/InvestorsInvolved in all phases of employment, including: interviewing,technical verification, scheduling, reference checks, disciplinary action, and terminationIndividual and group Call Statistics using Centre Vu Supervisor as well as Real Time Web application for QCWeekly individual technical monitoring which includes Monthly reporting on First call resolution Monthly overview with analyst on call stats, performance, and coaching areasMaintained Documentation for current resolutions.

• Managed team of 7 analysts processing BNSF employee access security requests for application including network administration, mainframe, exchange, and over 150 other proprietary applications • Managed, reported, and maintained current SLA’s set forth by BNSF Management • Acquired budgetary approvals for departmental upgrades • Processed requisitions for break fix computer builds • Managed hardware deployment by department• Hardware decommissioning• Asset management for inventory• Managed software licenses• Managed 4 Service Desk analysts, supporting a 9,000-user base of • Involved in all phases of employment, including: interviewing, technical verification, scheduling, reference checks, disciplinary• Managed 30 Help Desk analysts, supporting a 36,000-user base of internal BNSF Employees Remedy ticket system

Managed Infrastructure Support for front line call resolutions from field personell

Logistics and entry level technical support for service centers