Systems Specialist Resume Austin, TX - Hire IT People

PROFESSIONAL SUMMARY:

Skilled system specialist with broad base of experience in technical support and operations. Fast worker able to resolve problems quickly, delivering high levels of customer satisfaction. Excellent knowledge of systems and applications. IT professional specializing in object - oriented analysis and design. Responsible System Specialist with comprehensive experience scheduling conversions and cutover. Extensive experience monitoring, tracking, and evaluating global IT infrastructure incidents.

TECHNICAL SKILLS:

PROFESSIONAL EXPERIENCE:

Systems Specialist

Confidential - Austin, TX

Assist in management of contract activities for area-wide installations, and explore options to reduce and identify cost savings in security applications
Perform project management activities on large-size and complex projects that results in changing or re-engineering business processes
Provide hands-on assistance for systems administrators on mission-critical, client-server systems
Resolved help desk tickets submitted through ticketing systems
Planned and performed equipment new installations and upgrades
Troubleshoot network connectivity issues
Set up computers for existing and new employees
Set up new users accounts, maintained active directory, and assembled computers for existing and new employees

Technical Support Specialist

Confidential - AUSTIN, TX

Document all transactions with customers to develop Case data in Salesforce ticketing system
Diagnose, update and fix customer issues remotely via SSH, RDP, or other remote access protocols, along with providing phone and e-mail support and guidance
Wrote and updated process support documentation
Provide guidance to customers through corrective steps by identifying proper configurations, SW/FW versioning, and researching reported issues
Provide on-site or online technical to partners and end-use
Ensured that complex defects and problems were resolved through production releases and upgrades
Provide regular updates to customers regarding ongoing troubleshooting and resolution efforts
Documented all transactions and support interactions in system for future and addition to knowledge base
Explained technical information in clear terms to non-technical individuals to promote better understanding

Application Support Analyst

Confidential - Austin, TX

Reviewed log files for transaction related issues; diagnose health of the application
Monitored EPPIC (Java-based application) using Oracle as the database for approximately three hundred servers
Created SQL statements that retrieve, insert, update and delete data in a database
Added step by step technical documentation to online wiki portal for colleagues
Wrote and updated process support documentation
Encrypted files to send over Secure Large File transfer to developers and operation managers
Trained new employees without inhibiting productivity and meeting required SLA's
Tracked, logged, and responded to support tickets
Promoted to Tech Lead within two years of employment
Performed problem analysis to resolve systems or application issues

Associate Technician

Confidential - Southlake, TX

Troubleshoot service impairments related to roaming, transport services, and network faults
Resolved 20 tickets per day in the BMC Remedy ticketing system
Identify deficiencies to reduce cycle time in client reported problems
Provided long-term solutions for future endeavors involving network implementations
Utilized strong communication skills both verbal and written to address internal and external clients
Consistently achieve 98% resolution effectiveness for tickets worked using BMC Remedy application