Level One Analyst Resume Cary, NC - Hire IT People

SUMMARY:

Implemented System Backups.
Troubleshoot User Access to Databases
Maintained Confidentiality and Security Information on Automated Systems,
Participated in ITT Technical Institute Relocation Project including over 200 computers, patch cables and software.
Installed Software and Imaged Drives as necessary.
Work with IT Manager to maintain Network Security.
Assisted Project Planning and Management.
IT Budgeting and Administration.
Knowledgebase of Operating Systems, Hardware.
Application Software,
Electronic Messaging Systems.
WAN LAN Connectivity, Firewalls Security, Disaster Recovery, and Technology Consulting.
Completed IT Networking Systems Analysis for Development, implementation and Systems integration according to industry standards and best practices for all projects.

PROFESSIONAL EXPERIENCE:

Confidential - Cary, NC

Level One Analyst

Independently, effectively resolve tickets within the SLA (service level agreement) using Service Now Application.
Adhere to standard operating procedures and work related instructions.
Take full advantage of MTTR (meantime to resolve), work on other tickets that are in my queue.
Effectively relay, escalate tickets to the correct Hop accounts (if the ticket needs to be routed to level 2).
Keep Current update of working, while coaching analyst for the correct routing of tickets, while capturing information IE. Screenshots and other needful information.
Other job duties included but not limited to, unlock accounts, maintain accounts, passwords resets, also submit a request on behalf of the client if the need arise.
Assist with I Phone issue, IE. Password issues and resets.
Support external Clients such as Distributors, with password resets and account handling.
Support clients in Latin America, North America, Europe, Asia, and Great Britain.

Confidential -Cary, NC

Tier II Broadband Network Support Engineer

Processed trouble tickets using Alcatel 7330 AMS Qui Interface, Worked on Operating System Windows 8,

Provided second level IT support for the state of Connecticut remotely, Troubleshoot IP addressesAlcatel-Lucent SRC, NSR I/II, 3RP. SRA, Juniper JNCIP/INCIP-M, SP and Cisco CNNA.

Performed hands on network troubleshooting.

Used Alcatel 7x50 Service Routers, switches, and supporting systems (7330, 7750, 7450-ESS, 5620 SAM), used CLLI management systems.

Worked on service provider routing and switching protocols and technologies (BGP, OSPF, MPLS/VPLS, VRF/VPN, PIM, STP)

Worked on broadband delivery technologies, DSL access technologies, and fault analysis using network traces or sniffer captures (LCT) Loop care Capture Tool, process stress testing of networks.

Performed emergency maintenances; grooming to relieve network congestion, support of replacement of hardware and configuration changes to maintain a stable network for customers.

Troubleshoot with ALU, network routers (7450 and ALU DSLAMs (7330), used Juniper Adtran,Tellabs, Calix, Catena, and Nexus.

Worked on a team and helped other team members when needed, communicated effectively towards a common goal, and interacted with customers on a daily basis.

Documented and explain issues both technically and simplified when required.

Handled and prioritize outage and network issues and tickets efficiently and effectively.

Able to think and react appropriately to network events, make necessary provisions to ensure the least impact with customers during network down situations.

Confidential - Chicago, IL

Information Systems Manager

Maintained future direction of LAN, WAN technologies, telecommunications, hardware and software. Kept abreast of new technologies, Maintained the disaster recovery plan for the network, data entry, Performed standards for the network, implemented and monitored controls to ensure standards are maintained, evaluated credit union needs, objectives and goals, researched products available and designating procedures.

Administered support to staff as needed, maintained the disaster recovery plan.

Key Contributions:

Helped with the implementation of getting new core system (CMC Flex) for Credit Union, and helped with new installation of ATM's for the Credit Union.

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Level One Analyst Resume

Cary, NC

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