813 Maxwell St., Orlando, FL  32804
Cell #    [Send email to request phone number] 67.8316
Email:  
Stephanie Strain

Objective

Obtain a professionally and personally fulfilling position within the
Information Technology field, with potential for personal and professional
growth.

Experience

Sept 2006 - July 2009	City of Orlando	Orlando, FL
Information Security Officer II
 * Establish and maintain logical security for the City's computer systems,
including user access to network folders via Active Directory, domain access by
vendors, physical access to computer and network systems, disaster recovery
processes and documentation.  Documented in Magic Enterprise.
 * Performed security investigations by monitoring and analyzing system logs,
local device event logs, journals and statistics - some performed on-site, some
remotely via administrative shares.  Performed record retention functions for
outgoing City personnel, according to Sunshine Law requirements.  Researched
procedures for compliance with various federal, state and municipal statutes.
 * Performed in depth trouble shooting for user issues involving network, email
gateway, web filtering and application concerns.  Created trouble tickets with
resolution or referred ticket to more specialized staff for further
investigation.  Periodically assisted City Call Center for staffing.
 * Created and maintained user (internal user and vendor) domain access accounts
in Active Directory, on the midrange AS400 systems, in the email application
Lotus Notes, in the facility access applications Pro-Watch and Secure Perfect, in
the Human Resources application Infinium, among others.  Managed Information
Security Sharepoint site.
 * Performed server and application upgrades on several critical systems,
including but not limited to:  Proofpoint email gateway, Webwasher web filtering
application, several midrange AS400 systems, Infinium application based on
midrange systems.
 * Maintained inventory for program 191, including disposition, reimaging,
wiping to Dept of Defense compliance specifications.  Managed projects for
program 191.

May 2000 - Sept 2006	City of Orlando	Orlando, FL
Computer Support Spec II       (formerly Call Center Specialist II)
 * Received, analyzed, performed in-depth trouble shooting for a variety of
computer, application, network, user account, printer or general
telecommunication issues for users from all levels within the City and with all
ranges of computer knowledge.  Resolved said problems on first call, with verbal
instructions or using remote access such as SMS or administrative shares on the
PC.  Documented all reports in trouble reporting application (Magic Enterprise),
with pertinent error messages.  Referred trouble tickets for more specialized
investigation where needed, reassigned to onsite Desktop Support, Network,
Application Support or others, as needed, with appropriate notations on the call.
 Advised Computer Operations Manager for time issues or special needs
 * Performed wide variety of inventory management functions, including but not
limited to:  creating Purchase Requisition entry in JDE EnterpriseOne and
tracking and updates to same; new inventory receipt and project management
functions, such as obtaining asset numbers, device imaging and other functions
pursuant to device allocation for Project completion.  Performed other inventory
tracking functions, including Disposition requests for older technology being
replaced.
 * Completed training for Lotus Notes Domino Administrator, Crystal Reports I &
II, and Network Administration.  Performed Magic Enterprise (help desk ticket and
project management application used by the City) administration functions and
created Crystal Reports for management use in productivity analyses.  Performed
application and server upgrades.
 * Created and maintained Help Desk instructional knowledgebase, both hard copy
and on network folder.  Created additional instructional material for general
distribution to City employees and on the Intranet.
 * Performed customer service for City employees of all levels and for non-City
personnel, such as vendors or citizens.  Customer service often performed under
extreme circumstances:  system outages, stress, high incoming call numbers, time
constraints, frustrated user, impaired user.  Maintained high quality of customer
service and professionalism.
 * Performed full system back ups, upgrades, journaling and other system
functions on all of the midrange AS400 systems, including those on the LPAR
environment at the OOC.  Created and maintained detailed backup instructions used
by other Help Desk employees.
 * Performed after hours support functions for public safety departments and
functionality, documented same in Magic (City's help desk and project management
application), advised management or specific support groups when necessary and
advised public safety employees of status during outages.
 * Assisted Information Security with user account creation and maintenance of
domain access accounts in AD (Active Directory) and TEM (Trusted Enterpise
Management) application.  Assisted Lotus Notes administrator with account
creation and maintenance in Lotus Notes Domino administrator (*NOTE:  at this
time, this was NOT usual).
 * Assisted with Citywide asset replacement programs, department wide hardware
replacement or modifications and at least two separate mass reimages of MCT
(mobile devices used by Orlando Police Dept) - one in response to a virus
incursion and both critical and time-sensitive.

Sept 1998 - May 2000	City of Orlando	Orlando, FL
Box Office Ticket Seller
 * Sold tickets to various and multiple Centroplex events using TicketMaster
computer terminals to perform complex transactions.  Participated in high
activity "on-sale" events.
 * Performed customer service for Centroplex facility visitors often performed
under extreme circumstances:  noise/stress, high attendance, time constraints,
frustrated or impaired user.  Maintained high quality of customer service and
professionalism.
 * Performed maintenance on TicketMaster terminals, often in urgent
circumstances.  Performed minor troubleshooting and issue resolution with Box
Office computers.
 * Generated daily, weekly and monthly reports from TicketMaster system and
maintained these in Access.  Pre-sold large annual events in Access.

Feb 1995-Sept 1998	City of Orlando	Orlando, FL
Gate Attendant, Parking (Lead, FT, PT)
 * Coordinated two garage operations, supervising (17) full and part time
employees.  Both facilities were rated "Outstanding" following an in-depth
inspection of all Parking facilities, resulting in a commendation from the
program manager.
 * Performed cashiering using Point of Sale terminals and facility management
functions with little to no supervision.  Designed and generated management
reports for daily, weekly and monthly revenue, among others.  These reports were
adopted for implementation in all facilities.
 * Performed customer service for Parking facility visitors and monthly
cardholders, troubleshooting cardholder issues by checking mechanical and system
use.  Customer service often performed under extreme circumstances:  noise,
stress, high traffic, with frustrated or impaired users.  Maintained high quality
of customer service.

Education

1983	University of Central Florida	Orlando, FL
 * B.S., Allied Legal Sciences
 * Computer Sciences additional coursework.
2004	Valencia Community College	Orlando, FL
 * IT Support Specialist Certificate
 * Information Security and A+ coursework
Interests
Swimming, computers, new IT technology, silversmithing, metalsmithing, gemology,
reading, gaming.

References

References supplied upon request.