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Remote Technical Analyst Resume

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Atlanta, GA

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SUMMARY:

Seeking challenging Server, Storage and or System Network Support position as a supervisor or team member, which will utilize my years of Information Technology experience. Where my unique blend of administrative/mid - level management skills, technical problem solving abilities and talents can TEMPeffectively utilize.

PROFESSIONAL EXPERIENCE:

Confidential

Remote Technical Analyst

Confidential and Confidential System X Remote technical Support Agent Resolving support tickets in a fast and professional manner and comply wif Service Level Agreements (SLA’s).

• Responsible for remote support to customers and Confidential field technicians for X Series Servers and Storage.

• Responsible for dispatching Confidential Field technician wif the parts and provided correct Action Plan to resolve cuctomers problems.

• Analyze technical data and reports, review change history of Firmware and Bios updates and Drivers to apply fixes to non customer problems.

• Ability to communicate well and get to the core of problems quickly to provide an TEMPeffective resolution to reported problems.

• Actively increasing noledge about Confidential and Confidential products and services to the customers.

• Help customer wif basic OS installs, Raid configuration, Remote management, CLI via IMM and or RSA

Confidential, Atlanta, GA

Network Support Agent

Provided remote technical support for SunTrust's 2100 Branches during "Network Enhancement Project.

• Monitor (Layer 1 Physical) circuit cut over from existing DS1 to Verizon Business PIP

• Configure Cisco 2500, 2600 and 2800 routers wif new bandwidth

• Troubleshoot Connectivity and Network errors wifin a 30 min. maintenance window using Ping, Telnet (Ethernet) and Dial up (Serial).

• Work closely wif vendors, clients and project team, using the escalation process

• Ensuring that BGP routing protocol is configured correctly and is active and update Project Status Reports.

Confidential, Atlanta, GA

Monitor and supervise network expansion for nation-wide project at the Confidential Confidential Support Center

• Supervise the installations and upgrades of Cisco Switches, Cisco Routers and Aironet 1200.

• Troubleshoot jacks/wiring, rectified fiber and copper issues for MDF/IDF connectivity.

• Configured Cisco Aironet 1200 Access Points using the Cisco Wireless LAN Solution Engine.

• Administered remote Windows 2008 Server installations and configuration, on Command CCM

• Successfully managed the activities of 6 team members

• Perform call routing, after-hours escalations, administrative functions, such as planning, coordination, and the use of time management skills.

• Work closely wif field technicians, vendors, halpdesks, Network Administrators and Network Engineers via the phone and Email to resolve network and system troubles.

• Perform site architecture analysis and monitoring of network installations using Netcool and Wireshark Administrative and Diagnostic tools .

Confidential, South Atlanta, GA

Helpdesk Specialist BellSouth Support Center

• Provide 1st and 2nd level remote technical desktop & network support.

• Resolve caller problems in a timely manner, log issues and resolutions thoroughly in CRM and the Vantive ticketing system.

• Resolve Windows 2003 logon script, map network drives and perform domain changes for Windows NT to Windows 2000 and XP.

• Configure, updated and setup VPN connections, NT password and provide customer service and software support via ACD.

• Have thorough noledge of all applicable products, operating systems and MS applications (Windows 9x/NT/2000/2003/XP; DOS operating systems; MS Access

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