Infrastructure Analyst Resume
TECHNICAL SKILLS
Operating Systems: Windows XP - 10, Windows Server 2003 - 2012, Mac OSX
Software: Microsoft Office Suite, Office 365, Exchange, Lync, SharePoint, Citrix, Adobe, Anti-Virus Software, MAAS
Remote tool experience and package deployment: using Kaseya, Altiris, KACE, VMWare, Bomgar, Dameware, GoToAssist, Team Viewer, LANDesk Active Directory
Networking: VPN, SonicWall, Cisco, VOIP, Routers, Switches, WAPs
Hardware: Mobile Devices, Tablets, Laptops, Desktops, Printers
Ticketing: Heat, TeamTRack, Remedy, HP Service Desk/Manager
PROFESSIONAL EXPERIENCE
Confidential
Infrastructure Analyst
Responsibilities:
- Provide hands-on next day support for devices migrated from Win 7 to Win 10 for Confidential & Confidential and branch offices located throughout the Mid-Atlantic and Northeast, which includes providing executive support and configuration of Win 10 equipment, ensuring that profiles and data were migrated accordingly, as well as promptly troubleshooting, diagnosing and resolving of any related PC, Tablet, thin-client and networking issues.
- This role emphasizes the ability to identify root issues and being able to remediate quickly or escalate accordingly without “spinning wheels”, as these are time sensitive migrations.
Confidential
Systems Administrator
Responsibilities:
- Configured and managed the IT network which included diagnosing, troubleshooting and resolving issues with hardware, software, and connectivity
- Installed, configured, and troubleshot Cisco routers, firewalls, WAPs, and switches
- Managed inventory of all IT equipment and kept software licenses and network mapping current
- Supported remote end users via AnyConnect VPN
- Maintained users, accounts, and group policies within Active Directory and Exchange
- Utilized scripts for software deployments and updates
- Deployed VMWare for virtualized servers within Window environment
- Managed server backups, patch rollouts, server maintenance, upgrades, and deployments
- Utilized Cisco Unified Communications to manage VoIP services and Cisco 79xx phones
Confidential
Desktop Support Analyst
Responsibilities:
- Supported real-time energy traders and Gen Dispatch operators in a highly active environment while simultaneously performing Windows 7 migration
- Provided applications support for software including Microsoft Office 2007 through 2010, SharePoint, Java, Adobe packages, McAfee and Symantec Endpoint Protection AV
- Managed Active Directory environment operations for multiple domain controllers, including account unlocks/resets and the tracking of repeated locked accounts
- Imaged and updated devices with LANDesk and providing warranty work via HP
- Performed workstation moves and setups consisting of 3 PCs and 10 monitors per station
- Resolved tickets ranging from tier 1 through 3 for end users
Confidential
Technical Support Associate
Responsibilities:
- Hired and managed a team through the migration of 500 PCs from Windows XP to 7
- Provided desktop support to end users on-site and remotely
- Maintained and deployed over 3000 PCs
- Built, imaged, and repaired hardware with PCs, laptops, and tablets
- Installed and configured software, hardware, and connectivity issues
- Documented and closed tickets via Team Track/HP Service Desk
- Configured and troubleshot PDAs and printers
- Performed server backups via tape
- Held the 2nd highest ticket closure rate of all PC support tickets