Senior System Engineer / IT Generalist
Detail-oriented and fast-learning systems engineer (application support) with ten years experience. Knowledgable about many applications and protocols. Excellent written and spoken communication abilities; capable of explaining technical topics to non-technical individuals and business topics to non-business individuals.
I customized the Remedy (BMC Action Request System ITSM and
Atrium CMDB) ticketing application to meet internal needs.
This included: developing Forms, Filters, Escalations, and Active Links; adjusting existing Forms and Applications to include needed data and validate entered data; developing integrations using Atrium Integrator to transfer data from Microsoft Identity Integration Server (MIIS), Novell Identity Vault, CA Spectrum, and a custom network monitoring portal.
I provided Tier 1 and Tier 2 phone and e-mail support to internal customers, including: account maintenance and management in MS Active Directory, RSA SecurID, and Vasco Data Security; troubleshooting common desktop applications such as MS Office.
I provided Tier 1 and Tier 2 phone and e-mail support to internal customers, including: account maintenance and management in MS Active Directory, and Department of State internal applications; troubleshooting common desktop applications such as MS Office.