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It Analyst Resume

SUMMARY:

  • To seek challenging assignment and responsibility, with an opportunity for growth and career advancement as successful achievements.
  • Proficient in Microsoft Windows suite (Word, Excel, Outlook & power point) People Soft, Remedy and iHeat ticket systems, Windows, hardware and software installations. Knowledge of Cisco switching and routing. Speak and write Spanish fluently. Net +.

PROFESSIONAL EXPERIENCE:

Confidential

IT Analyst

  • Monitor the network system health for readiness and accuracy utilizing multiple monitoring systems (Spectrum/Groundwork/Netsmart /EMS(SCADA) in a NOC environment
  • Support field technicians and engineers to troubleshoot network devices and LAN/WAN issues through the PEPCO power stations on the tristate area (MD/CD & DEL/PHI)
  • Work closely with engineers and vendors to troubleshoot and resolve network connectivity issues with IP devices (PC, router &switches).
  • Monitor SPLUNK, an Intrusion Detection System (IDS) for active cyber security alerts and actual unauthorized access events, which may compromise the Electrical System.
  • Monitor and report detail network incidents to regions managers for prompt resolution
  • Assis the NOC with the training of all new employee assigned by the department manager.
  • Prepared daily reports for management using different software including Silver Spring UIQ and PI
  • IPSEC tunnel bouncing for an Exelon utility
  • Analyzed, identified and escalate recurring problems to the appropriate engineering team.
  • Moderate and participate in management daily meetings reporting the operation stats for the NOC.
  • Worked with contractors and providers to completed installation of new devices at the PEPCO stations. Utilizing Ping, trace route and other commands for TCP/IP issues.
  • Monitored all open tickets on the Remedy system and reassigned unresolved tickets to appropriate team for resolution.
  • Monitored and report RTU a, electrical power network and components issues to the Transmission and Distribution team for immediate dispatch and resolution.

Confidential, Baltimore - MD

Dispatcher

  • Monitored the flow of energy for different ISO customers to ensure the availability of the grid.
  • Interacted closely with Energy providers and dispatch curtailment request in a timely manner.
  • Provided support for field technicians to troubleshoot meters reporting issues.
  • Prepared and apply daily bids to the energy market to ensure that the company has enough megawatts (MW) to comply with the customer energy request.
  • Build and upload to SharePoint all SOP (standard operations procedure) to ensure that information regarding the customer is uniform.
  • Analyzed, identified and escalate recurring problems with meters, dispatch and monitoring systems to the Dispatch manager

Confidential, Gaithersburg-MD

Technician - Tier 2

  • Responsible for supporting the tier 1 customer support team with escalations for management review.
  • Assist engineers with configuration, testing and deployment of network devices in the field and internal.
  • Monitor the network for multiple private, government and military agencies in a NOC environment
  • Provided support for field technicians and engineers to troubleshoot Vsat and Lan issues in the USA and other countries including Europe, Africa and the Middle East.
  • Interacted closely with engineers and other vendors to troubleshoot and resolve network issues.
  • Monitored and troubleshoot network problems utilizing monitoring software applications as Solarwinds Orion, PRTG and Traverse.
  • Troubleshoot customer devices remotely via Team viewer, remote desktop using ping, trace route and other commands for TCP/IP issues.
  • Prepared daily network Bandwidth usage reports for customer and management
  • Analyzed, identified and escalate recurring problems to NOC manager
  • Worked with different ISP and other providers to troubleshoot and resolve terrestrial connections issues as internet links interruptions and others.
  • Monitored all open tickets and reassigned unresolved tickets to appropriate departments.
  • Provide support to customer and field technicians to complete systems restorations and network devices (router switches) installations.

Confidential

Technician

  • Managed and monitor customer devices in different type of networks environments including Cisco & Microsoft in a NOC environment
  • Provided support for user, field technicians and engineers to troubleshoot Vsat and computer connectivity issues, passwords reset and profile configurations in the USA and other countries including Europe, Africa and the Middle East.
  • Knowledge of Linkway and iDirect environment x5, x3, 3100, II+ and Vsat Mobile units.
  • Interacted closely with engineers and other vendors to troubleshoot and resolved network issues
  • Create and managed and create Cisco phones password, configured and troubleshoot cisco phones and voice mail inbox in Cisco call manager and Cisco unity.
  • Performed Blackberry troubleshooting including Enterprise activations, Mimecast and porting phone numbers for different vendors. (T-Mobile, AT&T and Verizon)
  • Monitored the network utilizing software applications as Solarwind, t-mon and Newpoint.
  • Prepared weekly and monthly network Bandwidth usage reports for customer and management
  • Analyzed, identified and escalate recurring problems to the shift Supervisor
  • Worked with different ISP and Satellite providers to troubleshoot and resolve issues
  • Monitored all open tickets and reassigned unresolved tickets to appropriate departments.
  • Provide support to customer and field technicians to complete satellite antennas installations.
  • Worked with the Teleport ground support and engineers to prepare, run and terminate CAT5 and Coax cables for upcoming networks.

Confidential, Germantown, MD

Technical Customer Support

  • Provided extensive support using Vision software for Vsat and People Soft ticket system in a call center environment
  • Maintained high daily incoming call volume while communicating with other vendor helpdesk.
  • Interact closely with technicians and ISP helpdesk to resolve end user T1 and DSL issues.
  • Create and delete sites for enterprise customers using remote desktop software
  • Review trouble tickets and identify reoccurring issues for prompt resolution

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