Business Analyst Resume Durham, NC - Hire IT People

SUMMARY:

IT Professional with 10 years of experience with troubleshooting and configuration of Servers/System Operations, Windows Server 2003, Linux / UNIX
10 years of total experience in client facing and B2B environments within the IT field
5 years of total experience as a Consultant and Subject Matter Authority regarding various technical infrastructure areas

TECHNICAL SKILLS:

PROFESSIONAL EXPERIENCE:

Confidential, Durham, NC

Business Analyst

Responsibilities:

Troubleshooting and resolving incoming issues unable to be resolved by Tiers 1 and 2 while working with business and technical teams to determine root cause and prevent recurrence.
Providing workarounds, testing, fixes, and patches, as well as assisting with setup of staging or test environments using SQL Plus, Jira and Curam based proprietary NC Confidential software.
Recommending product and process improvement strategies based on perceived trends or patterns in field issues and tracking those issues via Remedy..
Acting as a liaison between Business, Program Management, System Development and A&I Tech Architects to coordinate any system change requests being created, budgeted, approved and implemented.

Confidential, Raleigh, NC

Help Desk Technical Support

Responsibilities:

Provided technical assistance and support for incoming issues related to computer systems, software, and hardware for a US Government contract.
Resolved technical issues with LAN and other systems of mobile and scanner communications, while assisting in site equipment and software migration.
Identified fraudulent activities, created reports, and logged incoming service calls via Remedy and ServiceNow ticketing systems.
Maintained B2B relationships with vendors including Confidential, Confidential and Confidential to ensure productivity uptime on equipment.

Confidential, Durham, NC

Computer Operations Analyst

Responsibilities:

Analyzed and resolved hardware/software problems such as operational discrepancies, job aborts, network issues and server configuration management.
Monitored enterprise level IBM blade servers, batch processing, B2B support through the Tivoli and ManageNow ticketing systems, for both internal IBM and external large corporate clients.
Provided technical support via UNIX / LINUX, and Microsoft Windows Server and Assisted partners via phone to troubleshoot issues related to MACD Coordinator Durham, NC
Provisioned user access and decommissioned accounts within a Linux/UNIX environment.
Used Microsoft Active Directory to create new roles and manage user accounts.
Assigned the appropriate level of access to such roles using Ciscosecure ACS.

Confidential, Morrisville, NC

PC Technician/Customer Service Representative

Responsibilities:

Built and configured customized desktop PC's and Servers as needed.
Fielded incoming customer service calls, product inquiries, and hardware specific questions.
Processed online orders and investigated fraud.
Performed market research, and gathered information for use in catalog and data updates.
Assisted in site maintenance via SQL.

Confidential, Morrisville, NC

Senior Technical Support Specialist

Responsibilities:

Resolved issues with TCP/IP, PC, router and cable modem configurations.
Resolved VoIP porting and provisioning issues for digital phone.
Worked with field technicians to correct node and outside connectivity issues.
Reset IP addresses, checked upstream downstream levels and error rates on equipment and reset passwords for admin users.