Distributed Computer Analyst Resume

SUMMARY:

Technology professional with more than a decade of experience in managing desktop, network support and personnel in call center operations of domestic and off - shore user base.
Highly disciplined with ability to work well independently and enjoy interaction with technical team members and business associates.
Strong analytic and problem solving skills with a commitment to quality, customer service and completing projects on time and within budget.
Excellent verbal and written communication skills to facilitate client and development team interactions.
I hold extensive knowledge in call center operations, customer service, and collection centers. My expertise consists of network operations, helpdesk support, desktop support, team and management environments.
Developed an Issue tracking system and reporting tools using a Sharepoint environment for tracking of client issues saving my dept. an excess of $10k a year
Further developed my skills as an analyst by completing a SQL Queries course to implement a seamless transition from our daily MS Access reporting to a SQL environment.
I have participated as project team lead for various desktop application transitions;Fidelity Director,Attachmate to PCOMM, seamless desktop hardware upgrades for local and remote locations, & development and implementation of a new remote call center Daily responsibilities include the daily monitoring and system administration of Default business applications.
Upkeep and maintenance of user access across multiple call center systems;handling of all system compliance auditing and testing requirements;ensuring system security;in depth troubleshooting;coordination and facilitation of technical design for call center system integration projects;user training

PROFESSIONAL EXPERIENCE:

Distributed Computer Analyst

Confidential

Responsibilities:

Provide technical support, maintenance, monitoring and reporting in a technology diverse 24X7 Production Server Environment.
Experience with connectivity tools such as Symantec pcAnywhere, TELNET, RDP, and SSH
Maintain the job scheduling system and new/improved work procedures; tests program, systems, and/or hardware/software changes and efficiency; responds to processing problems and client requests; maintains the Client/Server Disaster Recovery documentation as needed.
Knowledge of LAN/WAN concepts, Unix/Linux and Windows Operating Systems
Coordinate support of installations of all products; configure systems that include installing PC hardware, Fidelity Information Services software, operating system software, service packs, minor system/application changes, and various internal components

Manager of Desktop Support/ Backup Network Administrator

Confidential

Responsibilities:

Advanced to Manager of Desktop Support for the Jacksonville site in June of 2004.
Managed desktop support, helpdesk functions and network support for the Jacksonville site.
Worked closely with the Vice President of Telecommunications to coordinate the rollout of new Concerto dialer to all the end - users in Jacksonville.
Supported 500 local users and 800 domestic and international remote users.
Primary backup support for the Utah corporate site.
Configured, install, and maintained the following software and hardware.
OS including Win2k, WinXP, Windows Server 2002 & 2003, TrackIT, Magellan, Office 2k/XP/2k3, SMS Advanced Client 5.0.2195 (creating packages, deployment, inventory and basic scripting), Hyena, Dameware, Citrix, LTS, Alltel MSP; Director, Erytel Telecom software, Exchange 6.5, Active Directory, Commvault, RightFax, Surf Control Webfilter 5.0 and more. Network support performing tape backups, file restores, profile creations/deletions and server maintenance.

Network Design Engineer

Confidential

Responsibilities:

Analyzed local and wide area network systems, including designing, evaluating, and selecting operating systems and protocol suites.
Configuring communication media with concentrators, bridges, routers, hubs, Confidential 's and switches.
Resolving interoperability problems on e - mail, file transfers, multimedia, teleconferencing platforms
Led a system migration rollout project for Windows 2000 including 1500+ desktops with no unscheduled downtime.
On-site installation and maintenance of hardware and software on IBM, Macintosh; compatible machines
Worked with end-user communities for the Confidential PA regional facilities to gather transfers of image installation, user configuration, memory upgrades, BIOS updates, as well as one on one client consultations for broad based upgrades.

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