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Support Analyst/system Admin - Application Support/field-technician Resume

Baltimore, MD

PROFESSIONAL SUMMARY:

A diversified technical background, with a keen focus on overall organizational goals. My System Administration Professional is in designing, implementing, and managing environments improving business functionality, making me a great asset to a team.

TECHNICAL PROFICIENCIES:

OPERATING SYSTEMS: Windows XP/ Vista, Window Server, Enterprise, Microsoft Office 365, Experience with IOS software and hardware.

SOFTWARE, APPLICATIONS & HARDWARE: MS Suite, Novell, VMware, SQL Server, Symantec PC Anywhere, McAfee, Footprints Ticketing System, C - , C-suite, Remedy, Version Manager, CITRIX, IIS, VMWARE, Active Directory, Service Now, Pay Wire, TOS Devices/PIV Card installation and configuration, Symantec Antivirus

WORK EXPERIENCE:

Confidential, Baltimore, MD

Support Analyst/System Admin - Application Support/Field-Technician

Responsibilities:

  • Provide User support remote and in person. As well as via phone and email.
  • Resolve help desk issues including troubleshooting hardware and software issues
  • Perform user administration duties
  • Creating User accounts
  • Configuring User accounts
  • Removing User accounts
  • Installing Microsoft and third party Applications
  • Supporting and troubleshooting User application issues
  • Maintaining applications day to day Health
  • Configuring and troubleshooting multiple mobile devices: IOS, Android Smart Phones and tablets.
  • Providing VPN support including configuring, troubleshooting and .
  • Configure User's mobile device for Client mobile apps, VPN and SecurID authentication solutions
  • Creating Standard operating Procedure for user
  • Managing cases with ticketing system and ticket queue
  • Upgrading hardware and Software Applications
  • Running Weekly Backups and reports
  • Provided Tier 1 and Tier2 O&M Support
  • Supporting multiple John Hopkins location as a field technician
  • Backup and restore service management
  • Imaging and Re-Imaging Windows Machines and Applications

Confidential, Ferguson, MO

Application Administrator

Responsibilities:

  • Supporting the multiple data center and office environments, via both virtual access as well as physical access
  • Participating in the administration of Active Directory,
  • Working day-to-day within the corporate HQ, but routine travel to nearby data centers/offices expected
  • Participating in an on call production technology support rotation
  • Collaborate with other team members on data center, network administration, backup and disaster recovery efforts and strategies
  • Monitoring servers rapidly and effectively diagnosing and solving all outages or performance problems creating home profile information for users, troubleshooting; manage customer account information; effectively communicate, interpret, and resolve customer issues.
  • Troubleshoot network connectivity for IOS, mobile devices, Windows 10 and provide data support, and resolve support tickets
  • Incident response and process management

Confidential, Landover, MD

Desktop Support

Responsibilities:

  • Supporting the multiple data center and office environments, via both virtual access as well as physical access, Perform routine tasks in the Network Operations Center (NOC).
  • Responded to requests for technical assistance in person via phone and remotely.
  • Maintained confidentiality and discretion when working with password or sensitive materials
  • Act as a front-line interface to customers, accepting trouble reports documenting and dispatching them to appropriate personnel and/or carriers.
  • Participate in tracking and prioritization of ticket-handling, including inter-shift turnover.
  • Maintain operational procedures and guides and create tickets to document all break/fix incidents

Confidential, Washington, DC

Jr Windows Administrator

Responsibilities:

  • Responding to system and application related assistance, network access issues, hardware failures, hardware upgrades and operating systems related issues. etc.
  • Troubleshoot IOS and all mobile devices in a Windows environment
  • Using Active Directory.
  • Provide production support; accurate problem identification, resolutions and documentation.
  • Working closely with Tier II Administrators to ensure any problems are resolved in timely manner.
  • Implemented security solutions to complete and accreditation process on all systems.
  • Implement and document procedures for back-up, restart, and recovery of software components.
  • Installing, upgrading and maintaining in house and third party real-estate software

Confidential, Shady Grove, MD

Helpdesk / Desktop Support

Responsibilities:

  • Experienced and knowledgeable Information Technology Professional seeking to contribute and acquired more skills within a Help Desk support role.
  • Works well independently, or in a group setting providing all facets of computer help desk support such as troubleshooting, installations, and maintenance.
  • Installed firewalls, virus software, and removed Spyware/Malware
  • Provide computer help desk support via telephone communications with end-users
  • Installed firewalls, virus software, and removed Spyware/Malware
  • Built and customized computers for clientele
  • Provided telephone and e-mail technical support follow-up, recommendation purchase as required
  • Performed diagnostics and troubleshooting of system issues, documented help desk tickets/resolution, and maintained equipment inventory lists.

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