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Senior System Support Analyst - Team Lead Resume

Bel Air, MD

SUMMARY:

My goal is to secure a position in a company where I can grow and expand with the company while expanding my knowledge in the field of Information Technology at the same time.

SKILLS:

  • Proven ability to Manage, Lead and Train others
  • Ability to persevere over impossible obstacles to meet goals
  • Strong Knowledge of all Windows Operating Systems and MMS servers
  • Strong Knowledge and understanding of modern network topology
  • Strong Knowledge of current routing and switching protocols
  • Configuring DNS, Active directory, and Group Policy
  • Configuring Microsoft Outlook and Exchange Server
  • Setting up, Configuring and troubleshooting Small to Medium size Networks
  • Setting up, configuring and troubleshooting Application Servers and client software
  • Excellent customer service skills and phone skills

WORK EXPERIENCE:

Confidential, Bel Air, MD

Senior System Support Analyst - Team Lead

Responsibilities:

  • Provide 1st level and Provide 2nd level remote desktop, laptop, server, and general network support to all SSA satellite offices all over the world.
  • Night time Team Lead supporting 10 technicians
  • Configure and Support MMS servers and Exchange Servers
  • Configure and Support Microsoft Exchange and Active Directory
  • Configure and Support Microsoft Outlook and Communicator
  • Configure large Windows Migrations for satellite sites around the world
  • Configure Ghost Unicasting and Multicasting for small and large scale sites
  • Self - dispatch Dell and HP parts to fix hardware issues for Desktops, Laptops, Servers ect

Confidential, Baltimore, MD

Computer / Network Technician

Responsibilities:

  • Diagnosing all hardware and software problems within 10 minutes to give customers an exact estimate for repair. (company policy and they were very strict about enforcing this)
  • Cloning drives using Ghost, True Image, Disk copy and etc
  • Repairing damaged master boot records after cloning
  • Hardware Replacements (LCD screens, Motherboards, Power Supplies, CPU s etc...)
  • Performing data recovery on damaged and reformatted drives.
  • Trouble shooting any and all kinds of local and network problems
  • Setting up and configuring MMS servers
  • Performing Onsite repair for residential and commercial clients

Confidential, Aberdeen, MD

Help Desk Manager \ Senior Network Technician

Responsibilities:

  • Network Administrator of small network consisting of MMS servers and multiple webservers
  • Managing and providing assistance to all Technical Support Reps
  • Creating and introducing new training material as well as troubleshooting philosophies to call center reps upon being hired
  • Made sure all employees received up to date training on new or changing technology
  • Created and maintained a profitable plan to back up all our clients data to the FTP server located and our disaster recovery facility upon being hired
  • Basic programing and redesigning 2011 and 2012 releases of ChurchPro Accounting software
  • Implemented web based ticketing system and remote desktop support upon being hired
  • Updated, configured and maintained company website daily
  • Creating Sales, Technical Support, and Training Documents
  • Provide Remote support to clients

Confidential, Owings Mills, MD

Help Desk Support Analyst - Team Lead

Responsibilities:

  • Team Lead for team in an inbound/outbound call center of 300+ phone representatives
  • Installing, configuring, and supporting proprietary software applications and peripheral devices in a local, network, and web based environment.
  • Provide 2nd level support - highest level of PC support Chain Support working directly with software developers to resolve problems
  • Walking around and assisting help desk reps while there on call providing on the spot training and assistance
  • Setting up and configuring application servers in large network environments
  • In charge of training all new hire employees in training classes of 20 to 30 people
  • Giving presentations of software application to groups of 50+ sales reps
  • Traveling around the country to train outsourced call center reps or 20+ people
  • Technical Writing and drafting of Training Documents
  • Beta testing
  • Disaster Recovery Testing

Confidential, Maryland & Pennsylvania

Network Field Technician

Responsibilities:

  • Travel to Confidential locations across Maryland and Pennsylvania
  • Work and Successfully Complete Universal Power Supply Upgrade with Electrician
  • Power down the Stores Device Rack
  • Power up the stores device rack and troubleshoot any problems with devices
  • Connect the device rack to the new UPS
  • Document this procedure along with other events using a digital camera
  • Test VoIP phones, shopping carts, cash registers etc .
  • Work with Deployments Solutions Support Desk to do critical device testing

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