Kevin Pickens

Kevin Pickens

System and Network Administrator

Work Experience

Systems Administrator Coordinator
BAE Systems, Inc.
, United States of America

December 2009 - Present

 

I customize the Remedy (BMC Action Request System ITSM and Atrium CMDB) ticketing application to meet our internal needs. This includes:

  • developing Forms
  • developing Filters
  • developing Escalations
  • developing Active Links
  • adjusting existing Forms and Applications to:
    • include necessary data
    • validate entered data
  • developing integrations using Atrium Integrator to:
    • transfer People/User/customer data from Microsoft Identity Integration Server (MIIS)
    • transfer People/User/customer data from Novell Identity Vault
    • transfer CI data from CA Spectrum
    • transfer network device and site data from a custom portal based on IBM Tivoli Network Monitor (ITNM)

I customized the Maximo (Tivoli Service Request Manager) ticketing application to meet our internal needs. This included:

  • developing Workflows
  • adjusting Applications to:
    • include necessary data
    • validate entered data
  • implementing Job Plans

I was also the secondary database administrator for our installation of Maximo (utilizing Oracle 10g R2 RAC).

I was responsible for developing and deploying modifications to our RightAnswers Self-Service and Support Analyst installations. This included integrating these systems with Maximo.

My duties also included maintaining and administering our installations of the Perseus and Vovici survey applications. This included:

  • managing survey author and administrator accounts
  • creating surveys from question lists and text provided by customers
  • developing reports from data enter by respondents
  • updating the installed software
  • installing the software
  • troubleshooting problems which arise when accessing the software administration interface or individual surveys

Service Desk Analyst
BAE Systems, Inc.
, United States of America

April 2008 - December 2009

 

I provided Tier 1 and Tier 2 phone and e-mail support to internal customers, including:

  • resetting passwords and PINs for systems including:
    • Microsoft Active Directory
    • RSA SecurID
    • VASCO Data Security
  • managing accounts in:
    • RSA SecurID
    • VASCO Data Security
  • troubleshooting for common desktop applications, such as:
    • Microsoft Word
    • Microsoft Excel
    • Microsoft Access
    • Microsoft Power Point
    • Microsoft Outlook
    • Microsoft Internet Explorer

Help Desk Analyst
ACCESS Systems, Inc.
, United States of America

September 2007 - March 2008

 

I provided Tier 1 and Tier 2 phone and e-mail support to internal customers, including:

  • resetting passwords for Microsoft Active Directory and applications internal to the Department of State
  • managing accounts in Microsoft Active Directory
  • troubleshooting for common desktop applications, such as:
    • Microsoft Word
    • Microsoft Excel
    • Microsoft Access
    • Microsoft Power Point
    • Microsoft Outlook
    • Microsoft Internet Explorer

Help Desk Analyst
STG, Inc.
, United States of America

August 2007 - September 2007

 

I provided Tier 1 and Tier 2 phone and e-mail support to internal customers, including:

  • resetting passwords for Microsoft Active Directory and applications internal to the Department of State
  • managing accounts in Microsoft Active Directory
  • troubleshooting for common desktop applications, such as:
    • Microsoft Word
    • Microsoft Excel
    • Microsoft Access
    • Microsoft Power Point
    • Microsoft Outlook
    • Microsoft Internet Explorer

Key Skills

Education

Western Governors University

Bachelor of Science (in progress) Information Technology, Network Administration

May 2009 - Present

Certifications

CompTIA A+

April 2007

CompTIA Project+

January 2010

CompTIA Network+

August 2010

CompTIA Security+

December 2010

MCTS: Windows 7 — Configuration

July 2010