Network Troubleshooting Analyst Resume

TECHNICAL SKILLS:

Adobe Photoshop/Illustrator/ InDesign/After Effects/Flash
Quark
Microsoft Word/Excel/Publisher/Active Directory
Autodesk Maya/Sketchbook Pro
Lightwave 3D
Zbrush
Toon Boom Studio/Storyboard Pro
Firefox
Internet Explorer
Windows 95/98/XP/7/10
MAC OS X/ Confidential GSX
Hardware/Software Troubleshooting and Repair for Mac/PC/Wayne Nucleus Software/Wayne Dispensers
Bilingual in Spanish
Oracle Ticketing System
BMC Remedy Ticketing System
Quest Active Roles

WORK EXPERIENCE:

Confidential

Network Troubleshooting Analyst

Responsibilities:

Troubleshoot/diagnose tier 1 hardware, software, and LAN/WAN problems.
Monitor daily network activities to identify and resolve continuing problems or unusual situations.
Troubleshoot technical problems for callers regarding agency hardware, software, and network issues, solving as many calls on the first call as possible.
Create problem tickets in problem tracking software for all calls including issues that must be referred to other support groups.
Verify and document information on caller, their pertinent information, and the issue(s) at hand.
Act as backup to other Help Desk Agents for weekly duties, monthly duties, and schedules.
Dispatch IT technicians to appropriate locations.

Confidential

Level 1 Helpdesk Support

Responsibilities:

Provides LV. 1 helpdesk support for proprietary Wayne fuel pumps and Point of Sale software.
Call center experience and Oracle ticketing systems knowledge.
Role includes respond to requests for technical assistance via phone and electronically.
Diagnose and resolve technical hardware and software issues.
Advise user on appropriate action and redirect problems to correct resource.
Identify and escalate situations requiring urgent attention.
Track and route problems and requests and document resolutions.

Confidential

Confidential Certified Laptop Repair/CND Technician

Responsibilities:

Duties include diagnosing, troubleshooting, repairing Confidential laptop computers for post repair quality assurance testing.
Responsible for identifying and duplicating issues reported by the customer, those include observing a unit under stress tests to induce failures, running Confidential depot only test bundles for extended quality testing for customer satisfaction, and replicated issues in the escalated repair process to Confidential Call Center.