Technology Support Analyst Resume

SUMMARY

Experienced and dedicated with 10 years of diverse experience in IT related tasks and strategic project initiatives around product application, integration, and support activities.
Employed within the Healthcare, Bio - Sciences, Financial and Information Technology industries.
Respected overachiever recognized for possessing a strategic and consultative approach in identifying, supporting, and enhancing business value from concept to completion. Requirements Analysis Partnership Sustainability Excellent Problem Solving Capability
Technical Documentation Vendor Management Project Management
GMP Validation Technical Leadership Process Development
Employee training, development, & leadership skills

TECHNICAL SKILLS

Hardware: Palo Alto 3050, Juniper J-6350/SRX 550 router, Cisco 2911/2600 routers and 2950 switches, Laptop/Desktop/Server Hardware (HP, Dell, Compaq, IBM)

Software: Nectar, Netcool, Active Directory, Peregrine Service Center, F-secure, NMS Dart, Remedy 7, Backup and Disaster recovery with Windows, Norton Ghost, Windows, Zone Alarm and Symantec Firewalls, Anti Virus Protection with Norton, Symantec and McAfee. MS Office O 365/2016/2013/2010 (Outlook, Word, PowerPoint, Excel, Visio)

Operating Systems: Windows 10/8/7/XP/ Windows Server 2012/2008/2003 , Linux

PROFESSIONAL EXPERIENCE

Confidential

Technology Support Analyst

Responsibilities:

SME for tablet and touchscreens that are used in manufacturing the support of CAR-T cell therapy treatment
Lead technician for the Windows 10 build that is installed on the tablets and the touchscreens that are used in cell and gene manufacturing
Work closely with the Information Security Governance & Risk Management team to ensure that devices are compliant with HIPPA chain of identity security
Manage and create technical documentation to detail the device imaging process of cell and gene medical devices
Successfully managed a device roll out of 50 devices in a two-week time frame
Create project plans to capture the timeline and milestones of projects
Perform basic network troubleshooting for device connectivity issues
Conduct device training sessions and new hire orientation
L2 support for computer and lab environment devices

Confidential

Technology Support Analyst

Responsibilities:

Lead Windows 10 upgrade project to include the testing and deployment for user computers
Created project timeline for milestones and deliverables
Performed user configuration and object management within Active Directory
Provided operational support for the installation and management of Kaspersky Endpoint Security
Established work procedures and operational documentation for technical steps, processes, and procedures
Managed the computer images of the corporate PCs with Smartdeploy imaging software
Assisted with the basic configuration and maintenance of the network equipment - i.e Cisco switches, routers, wireless access points
Troubleshot email issues and managed user accounts within Microsoft Exchange
Troubleshot end user's pc for variety of situations including no display, blue screen, OS not booting, no internet connectivity, and mouse not working and many other escalated issues. I have replaced and tested a variety of parts for notebook and desktop PCs including hard drive, memory, wireless card and other components.

Confidential

Infrastructure Server Support Analyst

Responsibilities:

Delivered 24x7 support for core infrastructure services, including Network (Branch Retail/Stand Alone ATM), Distributed (Server, Storage, and Distributed Applications), monitoring, incident resolution and maintenance
Troubleshot and escalated events in a timely manner to meet Service Level Agreements (SLAs)
Monitored corporate trading applications (RACS, MOS, TRS) network equipment, and servers on various platforms such as UNIX, Linux, and Windows
Verified critical events and engaged proper support groups to resolve issues to minimize business impact on firm
Monitored network performance and utilize network testing software to discover and diagnose network performance problems and failures
Monitored Storage Systems: NAS, SAN, Clarion, Celera, and Centera
Managed vendor suppliers in resolving equipment related issues - Hitachi, EMC, NetApp, IBM for Storage Hardware management
Engaged external vendors in a timely fashion to minimize customer impact and communicated through the appropriate escalation channels for resolution

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