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                         Anna Bush

309 Maple Avenue

     Wilmington, DE 19001

(302) 762 -9876

  anna@comcast.net

Executive Summary

Candidate possesses excellent communication, interpersonal and management skills that he effectively utilizes when interacting with both individuals and groups at organizational levels. He also has outstanding presentation skills and the ability to work independently with minimal supervision. Experience includes customer service, office support, and extensive computer skills.  He has had an education experience that encompasses all phases of Network design including: planning the network’s LAN and WAN structure; installing Operating Systems; a strong knowledge of Microsoft Office software and, finally, general Network Administration and troubleshooting.

 

EDUCATION

• Delaware Technical and Community College – Fall 1994 to Spring 1995, courses towards Associates Degree

• ComputerTraining.com, King of Prussia, PA – February to September 2001

 

CERTIFICATIONS            

Microsoft Certified Systems Engineer- Windows 2000 Professional   

• October 2001 

EXPERIENCE

ING Direct Command Center

July 2009 to present

• Assisted with resolving high severity issues and outages by engaging necessary support teams and managing conference calls
• Monitored the entire ING Direct production environment using various monitoring tools such as Big Brother, Sitescope, SiteScan, Microsoft Operations Manager , and most recently EMC Ionix, which utilized SNMP to capture information from devices for reporting.
• Addressed issues by responding to service tickets submitted by bank associates within the agreed upon SLA.
• Facilitated approved secure file transfers into and out of the bank via FTP/SFTP protocols
• Assisted with training new team members on daily Command Center tasks
• Assisted with the creation and updating of team policies and procedures

ING Direct IT Security/System Access

January 2007 to July 2009

·         Administer system access by creating, maintaining, and removing system user IDs and access rights in reaction to properly authorized requests, in accordance with established procedures, and within established enterprise service level agreements

·        Manage access to  both internal and external applications

·        Ensure all control requirements are met when processing system access requests

·        Administer passwords resets in response to validated user requests according to established procedures

·        Securely communicate passwords, initially or when reset, to the user

·        Create and maintain agent IDs and phone extensions company wide 

·        Create, maintain and implement polices and procedures for all systems administered by the System Access Team 

·        Developed system level reports to support access control review process

ING Direct IT Support/ Helpdesk

September 2005 to December 2007

• Provide Tier I support for all users experiencing problems with desktop hardware, software and other computer related technology issues and inquiries
• Provide inventory management as required for site stock hardware for the IT Services Team including printer toner, projector bulbs, and headsets
• Install and troubleshoot desktop hardware and software according to department standards and procedures

Excel Business Systems- Network Field Technician

May 2005 to September 2005

• Provided level II/III LAN support for IT accounts via phone, e-mail, and through remote support via GotoAssist

• Troubleshot LAN connectivity issues for various IT accounts via phone and remote support via GotoAssist
• Connected and networked Digital copiers to scan, scan to email, print and LAN- fax
• Troubleshot Digital copier connectivity issues via phone and remote support via GotoAssist
• Built, configured and installed servers into IT customer networks 
• Built, configured and installed workstations into IT customer networks 

Invista Inc. –Systems Administrator/Desktop Support Technician

September 2003 to May 2005 

·        Led a migration of 180+ workstations from Lotus Notes version 4.5 to version 6.

• Provided level I/II helpdesk support for 180+ users via phone and e-mail.
• Provided Lotus Notes support for 180+ users via phone, e-mail, and at deskside.
• Provided level I/II/III desktop support for users when necessary.
• Troubleshot potentially defective hardware and performed emergency hardware replacements when needed.
• Performed emergency operating system and software reinstallations when needed.
• Assisted management with budget restraints by keeping an inventory of functioning PCs and hardware that could be utilized instead of purchasing new equipment.
• Performed installation and configuration of all new PC workstations and notebook computers
• Configured desktop and laptop computers to function with various pieces of lab equipment
• Responded to network virus infections by isolating infected PCs, diagnosing viruses, and taking steps required for virus removal

DiSabatino Maintenance Corporation –Fume Hood Air Flow Inspector

March 2000 to September 2003

·        Utilized air flow multimeter to perform annual air velocity testing of chemical fume hoods in site laboratories

• Performed necessary repairs and adjustments to hood gauges and speed controllers
• Utilized barcode-scanning wand to collect and download data to central database
• Communicated with lab technicians regarding scheduling and safety issues

Magpage Internet Services – Evening/Weekend Helpdesk Support Representative

December 2002 to February 2003(upon sale and relocation of company)

• Functioned independently to provide technical support via phone and e-mail to dial-up account holders
• Created and configured new user accounts
• Served as liaison between DSL account holders and staff Systems Administrators

 

Self-employed – Carpet and Vinyl Flooring Installation

January 1999 to March 2000

• Prepared worksite and installed carpet and vinyl flooring into private residences and businesses
• Communicated with customers regarding installation questions and concerns
• Installed and maintained small home LAN containing three computers and a printer used for billing and record keeping
• Assisted with troubleshooting and repairs of home LAN
• Installed, maintained, and upgraded several computers and printers for friends and family

DiSabatino Maintenance Corporation – HVAC/ Millwright Apprentice

March 1995 to January 1999

• Performed annual maintenance inspections and service on heating, ventilation and air conditioning equipment
• Performed annual winterization procedures of outdoor heating, ventilation, and air conditioning units
• Utilized Andover building automation controls software to adjust temperature set points in site building

REFERENCES

Furnished upon request

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