Senior System Support Analyst - Team Lead Resume
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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