Senior Analyst Resume

SUMMARY:

Customer focused IT Support Specialist with over 20 years of IT experience in user support, troubleshooting and customer service. Proven ability to communicate effectively; excellent organizational, interpersonal and leadership skills; excellent work performance and attendance; strong ability in troubleshooting and process improvement; thrive in team environments.

PROFESSIONAL EXPERIENCE:

Confidential

Senior Analyst

Responsibilities:

New customer laptop and desktop configurations for day to day operations and migration projects.* Primary Service Desk Analyst for of New Hires on using Confidential Technology Equipment, Software, Policies, Procedures* Installation and configuration of hard drives, RAM and peripherals including NICS, and DVD/CD drives.* Managing user accounts using Active Directory, ADAXES and Altiris.* Support and administration of specific software applications such as IIS; FactSet; Workshare Pro; VPN; Polycom PVX; People Plus Content; Translation Software; RSA; TeamViewer.* Projector support and setups for meetings.* First line of defense for virus and malware issues.* Printer and Copier troubleshooting and resolution.* Tablet PC support troubleshooting and resolution.* Project Support and Execution.

Confidential

Project Manager Information Technology - Technical Support

Responsibilities:

PC Hardware and Software troubleshooting and resolution.* New customer laptop and desktop configurations.* Installation and configuration of hard drives, RAM and peripherals including NICS, Aircards and DVD/CD drives.* Connected local and remote customers to the network for file, print and internet services.* Supported wireless Palm Treo and Blackberry devices including setup and troubleshooting of connectivity and hardware issues.* Telephony support using Definity Site Administration.* Setup and removal of extensions, punch down of ports and customers on functionality.* First line of defense for virus and malware issues.* Operating systems migrations management of conversions from windows ; 2000 to XP; XP to Vista.* Part of the Videoconferencing Project Team and pilot.* Green Team member.

Confidential

Systems Administrator

Responsibilities:

Computer hardware, software and peripheral cost estimation and procurement.* Workstation software/hardware setup, configuration and troubleshooting.* Server software/hardware setup, configuration and troubleshooting.* Inventory performance and maintenance of computer hardware/software.* Daily administration TCBA LAN and associated peripherals.* ISP account and vendor management.

Confidential

Network Administrator/ Sr. HelpDesk Specialist

Responsibilities:

Troubleshot and resolved user problems in 20+ server, 400 node environment.* Provided network support in NT 4.0 Server/Windows 95 Desktop environments. Maintained and troubleshot in - house and proprietary software. Developed and maintained Microsoft Outlook Forms.* Managed user accounts, managed access to Email and Servers. Maintained PCs with appropriate levels of hardware and software.

Confidential

Network Administrator

Responsibilities:

Major responsibilities and duties included network support (Banyan/NT environment) and Windows 95 as part of the Network and Desktop Support Teams.* Troubleshot and resolved any problems (using HEAT as the halpdesk package) with PCs with respect to upgrades, hardware installs, etc. Coordinated with field and in house engineers on resolutions of any problems.
Created and deleted individual user profiles, managing access to Microsoft Word libraries and other application libraries. Worked with Certified Banyan Specialists and Engineers to provide access controls to Server files.* Installed and configured end user PCs with software/hardware. Maintained PCs with appropriate levels of hardware/software. Managed access to the electronic mail network and Internet's World Wide Web.

Confidential

Sr. Information Management Specialist/ Desktop Support Specialist

Responsibilities:

Major responsibilities and duties included Project Manager for the configuration of all laptop and portable PCs for remote access capabilities. Involved using PCDialin and Remote LAN Node (RLN) software, developed by Banyan Systems, to configure and maintain all Air Force Surgeon General's Office
laptop PCs for telecommuting purposes. Involved monitoring and maintaining the RLN Server, ensuring that users could maintain ability to connect remotely, and execute Electronic Mail, Netscape and other office applications.* Project Manager for project that involved converting users' desktop environments to Windows 95, functioned as primary installation and support specialist. Developed installation procedures and documentation for users to gain remote LAN access from home.* Provided first line technical support for end user problems in a Banyan Vines Network Operating environment.* Served as distribution point for end user documentation. Handled calls for technical assistance and additional needs of end users. Identified and tracked automation problems at end user level.