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Service Support Analyst Resume

Jamestown, NC

SUMMARY

  • 7 years of professional experience in positions as Freelance Technical Support consultant, Network Support Analyst, Tier 2 Technician, System Administrator, and Co - Founder.
  • Skilled in information systems management, analysis, troubleshooting, testing, documentation, internal control procedures, systems analysis, hardware and software installation, applications and program management, technical support, and network administration.
  • Experienced in fostering and developing client relations, providing end user training and innovative technical solutions, conducting equipment demonstrations, and increasing efficiency to enhance profitability.
  • Leadership skills include ability to lead and motivate co-workers from all backgrounds, creative problem-solving and solution-oriented work style, decisive and confident decision- making, and in-depth proficiency with new technology trends.
  • Well-developed communication skills demonstrated through fluency English, documented writing and editing talents, ability to work well independently and as part of a team, developing effective client relations, providing superior client service and satisfaction.

TECHNICAL SKILLS

Network Administration Skills: Design, implementation, and maintenance of Microsoft Windows NT network systems for the specific needs of the enterprise environment. Maintaining and establishing user accounts, network security, troubleshooting printer problems, back-up devices, and installing and maintaining servers.

Administration Skills: Installation, configuration, troubleshooting, support, and maintenance of PC hardware and peripherals including desktop computers, printers, scanners, modems, and networked printers.

OS Knowledge Base Skills: All windows variants, Sun Solaris Unix variants, Linux variants, IOS variants, Andriod Variants Software Implementation Skills, Microsoft BackOffice Servers, Exchange Servers, DNS, PowerShell, Bmc Remedy Security Implementation Skills, Checkpoint firewall-1 (version 4.0 & 4.1), VPN-1 securemote implementation, Norton command center.

Hardware Skills: All PC variants, SUN Sparc / UltraSparc stations, Printers, Video capture, cable standards and implementation, (CAT5, CAT6, Fiber) Printers, EMC, NetAp filers, FileNET P8

Networking Skills: CISCO Switches and Routers (Voip / ATM / Ethernet) Bay Networks / Nortel Switches, Intel Routers, Extreme Networks Switches, Lucent Switches, Very High TCP / IP proficiency.

Environment Skills: Windows workgroups and DOMAINS, Ethernet, TCP / IP, NIS, NIS+, W2K directory service, LDAP.

PROFESSIONAL EXPERIENCE

Service Support Analyst

Confidential, Jamestown NC

Responsibilities:

  • Responded to requests for technical assistance in person via phone and remotely for the following technologies: Windows and Mac OS based end points (Laptops Desktops & Thin Clients) Tablets & Smartphones (IOS & Android) and Microsoft Office
  • Assisted the Help Desk Manager in supervision training and mentorship of student employees at the Help Desk with a specific focus on leading the team of Desktop Support Referral student employees who also contribute to tier 2 ticket resolution
  • Continually updated personal knowledge of computing hardware operating systems and software
  • Maintained confidentiality and discretion when working with passworded or sensitive materials

Confidential

System Administrator

Responsibilities:

  • Provided weekend 3 rd shift technical support and administration to end users and clients
  • Monitor several system alerts and produce adverse event reports to the clients based on findings
  • Assist end users with account services such as password creation and reset as well as account creation
  • Monitor disk usage and resolve technical issues with both Windows and Unix systems

Clinical Desk Analyst

Confidential

Responsibilities:

  • Staffed newly formed Help Desk function to provide assistance to computer users via telephone and e-mail
  • Maintained trouble-ticket system to record and track user calls and e-mails
  • Reported on common problems and complaints, escalating network-wide troubles to Lead Technician
  • Monitored help desk phone providing outstanding customer service on technical issues
  • Identified critical need for a service desk system
  • Provided Tier I and Tier II support for MS Office, LAN, WAN, and Lotus Notes
  • Performed hardware and account setups for new employees
  • Logged trouble tickets for users
  • Provide network support, software development and related services in a help desk setting
  • Maintained excellent client relations and service based on outstanding communication, technical efficiency and problem-solving skills
  • Analyzed and monitored existing network for efficiency and effectiveness, including server performance, activity, memory and disk space
  • Maintained Print Server and print devices

System Analyst

Confidential, Winston Salem, NC

Responsibilities:

  • Maintained trouble-ticket system to record and track user calls and e-mails
  • Provided desktop support for specialized hardware and software systems used in public libraries
  • Built LAN servers and workstations
  • Successfully setup, diagnosed and repaired personal computers
  • Installed and configured MAC-based desktop computers in a classroom environment
  • Assisted customers with both in store and on-site computer setup and software training
  • Configured local and network printers
  • Diagnosed and repaired computers to component and software level, establishing alternative repair procedure to meet customer needs
  • Troubleshot and resolved desktop, network, and systems issues
  • Performed advanced troubleshooting and resolution of desktop, server, and application issues
  • Trained and assisted users with hands-on troubleshooting of workstation equipment and peripherals
  • Configured routers, firewalls, domain name services, e-mail, Web, and ftp services
  • Built computer systems to customer specification for private clients, as field technician and as computer consultant

Technical Support Consultant

Confidential, Watertown, NY

Responsibilities:

  • Performed hardware and software support and installation
  • Diagnosed hardware problems with modems, printers, cables, or telephones
  • Operated computer help desk assisting users with problems and solutions
  • Performed troubleshooting of computer systems and related equipment
  • Performed software and mechanical upgrades
  • Performed in-home setup of computer systems and related equipment
  • Diagnosed hardware failure, user errors
  • Knowledgeable in computer software, hardware and procedures
  • Diagnosed application errors and network connectivity problems
  • Demonstrated effective and consistent technical support at customer sites, over the phone, and via remote software such as pcANYWHERE
  • Assisted users with daily operational issues
  • Assisted users, and gave training in installed systems and programs
  • Demonstrated ability to analyze, evaluate, and resolve hardware and software conflicts
  • Assisted financial and office personnel with hardware and software problems, provided troubleshooting, and owned desktop and network issues to resolution
  • Performed maintenance of personal computers and peripheral equipment, identifying problems and providing appropriate solutions
  • Installed operating systems and applications and conducted technical training demonstrations

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