Network Operations Analyst Resume Chicago, IL - Hire IT People

SUMMARY:

Seeking a role within the IT Industry with a dynamic organization where I can utilize my experience as a Help Desk Analyst to provide technical support and impeccable customer service to add value to the Help Desk Team.

SKILL SET:

Proficient in Microsoft Suite | Outlook | Access | Lotus Notes | Microsoft Word | DMS 500 Nortel Switch (Telnet) | CSG | ICOMS | Nightfire(SBC) | DCS | Mantiss - EDI and TOPS | TBS | Oracle | Remedy | Orion | Magic | Landesk (remote tool) Active Directory | Citrix | Centricity | Share Point | Windows XP | Windows Vista | Windows 7 | Googlemail | TechXL | Deep Freeze | Service Manager

PROFESSIONAL EXPERIENCE:

Confidential, Chicago, IL

Network Operations Analyst

Responsibilities:

Technical Support for a host of telecom products including VOIP, data, internet and MPLS networks
Troubleshooting network and data issues as well as confirming network and equipment configurations over multiple devices with various LEC’s and ILEC’s
Project Management and Customer Service duties for the internal Provisioning and Sales departments as well as external customers including vendors and carriers.

Confidential, Chicago, IL

Help Desk Analyst II

Responsibilities:

Providing phone support for the third largest school district in the US, Chicago Public Schools related to software, applications and hardware/computer as well as printer support.
Responsible for documenting, troubleshooting and routing incidents using HP Service Manager Problem Management tool
Monitor incidents through resolution to ensure resolver groups are providing updates and support to the end user
Maintaining and creating user accounts in Active Directory.
Troubleshooting email issues for Outlook 2003/2007/2010- FirstClass Student collaboration tool.
Created user accounts for Charter School staff and faculty.

Confidential, Chicago, IL

Help Desk Analyst

Responsibilities:

Provided first and second level support to customers throughout the hospital via phone and email. Technical support for all hospital information systems and PC/Server hardware and software. Escalated to field technicians or other departments.
Provided paging services and messaging functions to the field technicians.
Part of the Epic Phoenix Project during the Go Live phase.
Completed multiple training classes.
Worked directly with Access Management to assist users from a security aspect, confirming roles, access, and interface issues.

Confidential, Chicago, IL

Help Desk Analyst

Responsibilities:

Assisted the online students as well as physical campus students with various technical issues. Provided customer service on a daily basis via phone, email and live chat.
Navigated students through the online portal and their classes.
Provided them with their school ID numbers as well as their scheduled classes and seminar times.
Connected remotely into their computers via Landesk to alleviate problems, change or reconfigure the student’s settings on their pc to enable them to log into classes and enable them to attend their weekly seminars as required.
Assisted the online instructors with remembering and changing vital secured access information such as passwords via Active Directory.
Assisted new instructors on how to navigate the online campus site and portals.
Walked them through how to setup their online class rooms as well as how to upload power point presentations within the classroom. Some cases called for me to remote into their computers via Landesk to reconfigure and or make necessary changes to their computers.
Provided support to over 75 schools and 150,000 students, faculty, and staff in a fast- paced, call and web operations center.
Consistently scored in the top 10% in all QA reporting.

Confidential, Chicago, IL

Customer Service

Responsibilities:

Assisted the merchants with programming their terminals, as well as trouble shooting problems.
Resolved billing issues and confirmed the day and amount of deposits.

Confidential, Chicago, IL

Service Coordinator contractor

Responsibilities:

Responsible for provisioning requested PSTN, MPLS, POTS, ADSL services for various companies on a global basis.
Ordered the necessary equipment after obtaining price quotes from various venders.
Partnered with other departments across the organization to resolve issues during the deployment of services for our clients within the US, Canada and South America.
Acted as the liaison for the project managers, communicated with clients via phone and email to schedule installations for test and turn ups.

Confidential, Elmhurst, IL

Engineering and Operations

Responsibilities:

As a part of the translations team my duties were to work in spread sheets- assisting the engineering team, by verifying the data and figurations were accurate prior to routing the information into the database.
Partnered with other departments across the organization to resolve issues during the deployment of E911- (911 Emergency Service) for the entire Midwestern Region.