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Technical Support Analyst Resume

Mechanicsburg, PA

SUMMARY

  • Proven track record in a Technical support Analyst, Desktop Support Analyst, IT Support Analyst with excellent hands on experience in Windows, UNIX and Linux platform.
  • Excellent hands on experience in diagnosing and troubleshooting PC’s and other peripherals.
  • Experience performing root cause analysis of unique client side issues and Active Directory account maintenance
  • Familiar with the networking protocols and concepts with experience supporting large distributed PC network in a mixed Active Directory, classic Windows Domain and Novell Netware network
  • He is a local with CompTIA A+ certification and available immediately.

TECHNICAL SKILLS

  • MS Windows client (version 8 and previous)
  • MS Windows server (NT 3.5 through Server 2008 R2)
  • MacOS (system 7.x through 10.x)
  • RSA SecureID (server / client)
  • Microsoft Exchange / Outlook
  • Active Directory (2000 - 2008)
  • Citrix MetaFrame (1.8/XP) / Presentation Server
  • BlackBerry Enterprise Server (BES - ver. 4.1)
  • Microsoft System Center (SCCM)

PROFESSIONAL EXPERIENCE

Confidential, Mechanicsburg, PA

Technical Support Analyst

Responsibilities:

  • Support of the Confidential environment (Windows 7 / XP)
  • Account unlocks and resets (password reset and account re-enable)
  • PKI certificate management
  • Application support (local and Web based)
  • Application performance and connectivity troubleshooting
  • Root cause analysis of unique client side issues
  • Trouble ticket creation, modification and resolution (Remedy ARS)
  • Knowledgebase article creation and modification (Remedy ARS)

Confidential

Windows 7 Migration Team Lead

Responsibilities:

  • Systems inventory and upgrade suitability evaluation
  • Image application and end user configuration
  • Image / upgrade failure analysis and remediation
  • Project tracking, forecasting and reporting
  • Team supervision (four technicians/rollout team)

Confidential, Mechanicsburg, PA

Desktop Support Analyst

Responsibilities:

  • Configuration and support of Desktop and Notebook systems in a distributed environment
  • Windows 7 beta tester, prior to Enterprise rollout of the new operating system including application compatibility testing.
  • Deployment of Windows 7 to end user population including data migration and non-standard application testing and mitigation.
  • Cisco VPN support
  • Security response/virus remediation
  • Active Directory account maintenance
  • Break/Fix support for desktop/laptop systems
  • BES/Blackberry configuration and support
  • Laptop encryption deployment and support (Guardian Edge)
  • Pre-deployment application evaluation and testing (Windows XP)
  • Development and testing of simple scripting (to address specific issues in the Desktop environment)

Confidential, Harrisburg, PA

IT Support Analyst

Responsibilities:

  • Configuration and maintenance of Citrix Presentation Server farm
  • Security and incident response for a distributed 150 seat environment
  • Break/Fix support for servers/workstations/laptop systems
  • Windows Server 2003 maintenance (incl. patch management/updates, emergency restarts)
  • Active Directory account setup and maintenance (including Exchange 2003)
  • Storage analysis and maintenance (DASD, RAID)
  • Account creation and maintenance (EHS Care Revolution Practice Management System, aka EHS)
  • Implementation of electronic dictation/transcription system (part of move to Federally mandated EMR)
  • PC image library development and maintenance
  • Backup solution implementation and maintenance
  • Specification, testing, configuration and implementation of Windows XP based, Window 7 capable portable computing platform (Lenovo X200 Tablet PC’s; Citrix Client; dual VPN solution)

Confidential

Network and Desktop Support Analyst

Responsibilities:

  • Windows XP image development, maintenance and deployment
  • Lotus Notes and Domino server support
  • Server-side database installation and maintenance (including VM Ware and some SQL work)
  • Security Policy development
  • Ant-virus/anti-malware remediation
  • Platform standard development and implementation

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