Summary
Overview
Work History
Education
Skills
Project Technical Experience
Coursework
Certification
Timeline
Generic

TAMARA R. Reid

Woodbridge,VA

Summary

ITIL Certified service delivery expert, who is internally motivated to exceed goals, and compliment high performing teams. Passionate about customer experience and deeply engaged in departmental efficiency and process improvement through ITIL best practices.

Overview

10
10
years of professional experience
1
1
Certification

Work History

Infrastructure Tech Arch Consultant

ACCENTURE
04.2019 - Current
  • Create architectural standards, define processes to ensure conformance, institute solution-testing
  • Interview clients’ technical teams to gather relevant information to facilitate architectural requirements definitions
  • Establish, explain, validate the solution-testing criteria for projects
  • Design services in the area of technology solutions, operations architecture and Accenture standards
  • Deploy solution architectures that promote clear, consistent business vision
  • Conduct analysis of alternative architectures and define a solution’s cost-of-ownership
  • Articulate key aspects of architecture and design through models, documentation, and code ; present architecture to executive management, clients, and developer teams
  • Lead the definition, design and documentation of technical environments
  • Provide infrastructure analysis and design services to existing and potential clients, ensuring technical architectures and solutions represent sounds directions for clients and anticipate the solutions’ subsequent growth
  • Analyze and understand clients need and expectations, as well as alternative architectures and trends; conduct critical analysis of technology and associated operational processes to recommend design & strategies that will improve service, lower costs, and prevent unforeseen operational issues
  • Transfer knowledge and support technical project staff during the implementation of a solution; support sales and solution architects by assisting in creating proposals, including solution alternatives and the identified cost of ownership for individual architectures
  • Take responsibility for leading design projects; interface with project manager/clients and coach ADM methods/design process conduct technical feasibility analyses; drive the technical design of reference architectures and applications
  • Review new projects; maintain a technology roadmap and propose technology solution to service problems
  • Asset Management (Service Now)
  • Auditing the system of record to identify gaps in compliance of information being captured for assets
  • Defining opportunities for improvement based of the gaps in the process
  • Creation of Standard Operating procedures and providing training of processes, policies, and procedures
  • Identifying all Software on the network to design continual service improvement plan
  • Track licensing and automating how we capture the data from procurements
  • Identify different software with the same function to consolidate across all categories of software
  • Identifying software that may be eligible for enterprise wide agreements to cut cost
  • Integrate tool that identifies EOL software and hardware to perform asset remediation
  • Lead Asset Management meeting with federal management and other contracting asset management to drive initiatives for story creation for my agile team I’m on to process
  • Knowledge Management (Service Now)
  • Driving clean up initiatives as it pertains to access control list for roles, knowledge bases structures
  • Creating SOPs for process area that didn’t have defined policy, process, procedures along with RACI for all roles
  • Creating KPIs to monitor the efficiency of the processes performed
  • Created WF in ServiceNow with approvals
  • Standardized KB properties
  • Continual Service Improvement Plan to improve documentation and communication of those items
  • Release management required to provide documentation and training to support and customers for new releases
  • Communication
  • Lead Asset Management meeting with federal management and other contracting asset management to drive initiatives for story creation for my agile team I’m on to process
  • Incident Management (Service Now)
  • Monitoring reports for incident management to determine trend analysis to create opportunities for improvement
  • Knowledge Management Improvements for technical user and orgs customers
  • Looking to automate event management
  • Identity Access Management (MIS)
  • Onboarding
  • Offboarding
  • Update User Record
  • Change Sponsor
  • Password update.

Senior Support Technician

LIDL US LLC
07.2018 - 04.2019
  • Migrated companies EOL devices
  • Identity Management Clean Up
  • Preparation of Real Estate application roll out
  • Asset Management
  • Lifecycle Management
  • Procurement
  • Inventory Management
  • Maintenance
  • Disposal Management
  • Reporting of software on network devices
  • Imaged devices
  • Pushed software to network devices
  • Systems
  • ServiceNow
  • Radiant
  • Verizon Business Line Management
  • Apple DEP Deployment
  • Mobile Iron
  • SCCM
  • Identity Access Management
  • Lifecycle Management
  • Create external and functional accounts
  • Register user to a department
  • Create departments
  • Make permissions available to order
  • Approve requested permissions
  • Added manager or department approved permissions
  • Remove permissions
  • Created folder on shared network drives
  • Manage the ACL for folders
  • Update Employee Data
  • Terminate Users Account
  • Manage Process rolls
  • Systems
  • Omada Identity Management
  • SIAM
  • Active Directory.

Support Specialist

LIDL US LLC
02.2017 - 07.2018
  • Asset Management
  • Lifecycle Management
  • Procurement
  • Inventory Management
  • Maintenance
  • Disposal Management
  • Reporting of software on network devices
  • Imaged devices
  • Pushed software to network devices
  • Systems
  • ServiceNow
  • Radiant
  • Verizon Business Line Management
  • Apple DEP Deployment
  • Mobile Iron
  • SCCM
  • Identity Access Management
  • Lifecycle Management
  • Create external and functional accounts
  • Register user to a department
  • Create departments
  • Make permissions available to order
  • Approve requested permissions
  • Added manager or department approved permissions
  • Remove permissions
  • Created folder on shared network drives
  • Manage the ACL for folders
  • Update Employee Data
  • Terminate Users Account
  • Manage Process rolls
  • Documented the above processes for the team
  • Systems
  • Omada Identity Management
  • SIAM
  • Active Directory.

Associate Systems Technician

GEICO
Chevy Chase, MD
05.2015 - 02.2017
  • Incident Management
  • Use Remedy 8.1 to effectively: Notate users issues
  • Explain steps used to troubleshoot users issues
  • Assign tickets to Tier II and Tier III technicians
  • Adequately listen to the users needs to efficiently resolve issues: Password resets
  • Connecting to network printers
  • Connecting users to shared drives
  • Setting up Outlook Profiles
  • Connecting users to Geico’s VPN
  • Troubleshoot smartphone issues
  • Get users connected to the SSL VPN private road (Juniper)
  • Imaging desktops/laptops
  • Use various applications: Active Directory
  • Airwatch Admin Console
  • Azure
  • Good Messaging
  • Junos Pulse/Junos Logs
  • McAfee Drive Encryption Admin Tool
  • Remedy 8.1
  • RSA Admin Console
  • WebEx
  • SSCM.

Internet Support Technician

GEICO
Fredericksburg, VA
08.2013 - 05.2015
  • Incident Management
  • Troubleshoot login issues on desktops, laptops, tablets, and smartphones
  • Operate under legal compliance guidelines
  • Assist policyholders register their accounts online
  • Reset policyholders accounts/passwords.

Education

Associate of Applied Science in Networking System Administration -

DeVry University
02.2015

Skills

  • Performance Tracking
  • Requirements Gathering
  • Staff Management
  • Business Planning
  • Operations Analysis
  • Employee Management
  • Assessments
  • Client Requirements Assessment
  • Technical Review
  • Best Practices Implementation
  • Timeline Development
  • Analytical Thinking
  • Content Management System
  • Work Planning and Prioritization
  • Attention to Detail
  • Issue Resolution
  • Problem-Solving
  • Processes and Procedures
  • Reports and Documentation
  • Software Troubleshooting
  • MS Office
  • Client Rapport
  • Process Optimization
  • Subject Matter Expert
  • Strategic Planning
  • Process Improvement

Project Technical Experience

  • Installed VirtualBox & configured Ubuntu Server within it
  • Virtually worked with Windows Server 2008
  • Created OU’s & shared files
  • Created permission for users
  • Assisted with Outlook migration from Lotus Notes preparation
  • System corrections of user email addresses
  • Collected the data of all users most current devices
  • Manually pushed Office365 to all users in the company
  • Migrated companies EOL devices
  • Collected list of users in the company with Surface 3’s
  • Came up with the logistics for how the project should be carried out
  • Coordinated with my team to swap HQ, RPOs, WHs were migrated
  • Assisted HRIS with setting up future interfaces
  • IDM clean up
  • Active Directory clean up
  • Assisted with preparation of Real Estate app roll out
  • Helped organize the requirement of hardware needed to roll out the project and the permissions

Coursework

  • Principles of Information Security
  • Organizational Behavior
  • Principles of Management
  • Business Law
  • Introduction to HR Management
  • Spreadsheets
  • Network Operating System UNIX w/Lab
  • Network Operating System Windows Server 2008 w/Lab

Certification

  • ITIL v3 Foundations
  • Agile Fundamentals

Timeline

Infrastructure Tech Arch Consultant

ACCENTURE
04.2019 - Current

Senior Support Technician

LIDL US LLC
07.2018 - 04.2019

Support Specialist

LIDL US LLC
02.2017 - 07.2018

Associate Systems Technician

GEICO
05.2015 - 02.2017

Internet Support Technician

GEICO
08.2013 - 05.2015

Associate of Applied Science in Networking System Administration -

DeVry University

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TAMARA R. Reid