Computer Operator/Network Support Resume

SUMMARY:

COMPUTER SKILLS:

Windows 07, Vista, XP MICROSOFT Outlook, Word, Excel, Power Point
AS400, SABRE, IWIMS, ACES software
Lotus Notes, INOTES, ICOMS and ACT software
Excellent Oral and Written Communication Skills
Type 50 words per minute
Basic troubleshooting and installing software and hardware on PC and MAC systems

EMPLOYMENT HISTORY:

Confidential

Computer Operator/Network Support

Responsibilities:

Capacity and performance monitoring and analysis of CPU/memory/network/storage utilization trends
Develop models and make utilization and growth projections in the component areas of compute (CPU/memory), storage and network
Development and implementation of Test Strategies, Plans, Procedures, and Reports
Infrastructure, System and/or Software Performance Life Cycle Analysis
Infrastructure, System and/or Software Capacity Analysis
Load and Stress Analysis of Application performance
Develop discrepancy reports
Develop test conditions for test objectives
Test Execution and Automation of test scripts
Perform System and System of Systems Verification
Escalate trending and projection data, together with recommendations for changes to the infrastructure
Analyze change proposals for technical and capacity impact to the system and infrastructure architecture
Monitor service level commitments and expectations, system key performance parameters, capacity models, incidents and problems to develop plans and propose changes to the environments

Confidential

Tier 2 Desktop Support

Responsibilities:

Troubleshoot and diagnose service interruption for VOIP customers using video telephones and local and long distance service
Perform cold and hard resets on small networks consisting of cable modems, routers, hubs and switches
Support networks for DSL and Cable connections through router and modem interface
Set static IP addressing for multiple routers in a daisy chained networks
Assist clients with securing their wireless networks
Provide assistance with user name and password reset
Conduct broadband high speed Internet for upload and download speeds
Analysis IP configuration data and pinging host IP addresses
Diagnose results of Internet packet lost and poor latency and jitter quality

Confidential

2nd Level Desktop Support

Responsibilities:

Troubleshoot and diagnose service interruption for customer's telephone and Internet services Perform cold and hard resets on small networks consisting of cable modems, routers, hubs and switches
Support networks for DSL and Cable connections through router and modem interface
Set static IP addressing for multiple routers in a daisy chained networks
Assist clients with securing their wireless networks
Provide assistance with user name and password reset
Conduct broadband high speed Internet for upload and download speeds
Analysis IP configuration data and pinging host IP addresses
Diagnose results of Internet packet lost and poor latency and jitter quality
Responsible for mentoring other Tech agents in an effort to raise first call resolution reduce tier escalation and customer transfer rate
AS400, CCA, VCASE, Microsoft XP and Windows Vista

Confidential

Helpdesk Support

Responsibilities:

Use of mainframe to reset user passwords, reset printers and store kiosks
Administrator for Lotus Notes version 5 and 7, INOTES
Inbound Help desk support for LAN and WAN and PeopleSoft users
Responsible for adding associates and making necessary adjustments in database for all applicable network applications pertaining to assigned duties from Human Resources
AS400, PeopleSoft, Lotus Notes, INOTES, Microsoft XP

Confidential

Customer Service Manager and Helpdesk Support

Responsibilities:

3 year System Administrator of IWIMS and
ACES for 721 CES. Administrator for Windows 2000 and XP
ICOMS, ACT, SABRE, AS400. Responsible for weekly updates and system maintenance of the IWIMS and ACES networks
Organize/Maintain Quality Control Audits and Reports.
Assign new personnel and removal of terminating personnel
Resetting user names and passwords
IWIMS, ACES, ICOMS, ACT, SABRE, Microsoft Office Products, MAC