Senior Systems Analyst Resume

SUMMARY

Proven ability to adapt to any technical support environment.
Hands - on experience supporting the latest hardware and software.
Effective communication with team members, team leaders, and project managers.
Excellent follow-through to ensure complete customer satisfaction with case resolution.

TECHNICAL SKILLS

Core Competencies: Help Desk, Desktop Support, Systems Admin, Network Admin, Application/DB Analyst, Technology Trainer.

Platforms: Microsoft Windows, OS X, Linux, VMWare, Hyper-V, MSSQL, iOS, Android, Novell.

Software: Microsoft Office Products (O365), Microsoft SQL Server, Microsoft IIS, JDA Direct Commerce, Agile Networks AgileShip, Aloha Point-Of-Sale, Oracle EPMS, Cisco Finesse, Cisco Social Miner, OpenText RightFax.

Hardware: Dell PowerEdge, HP ProLiant, Cisco UCS, Cisco Switches/Routers, Nimble Storage.

Languages: SQL, Powershell, HTML, JAVASCRIPT, Python.

PROFESSIONAL EXPERIENCE

Confidential

Senior Systems Analyst

Responsibilities:

Primary resource for all IT infrastructure (Network, Server, Storage, and Databases).
Manage and monitor all client workstations, servers, application services, and databases.
Virtualize Windows and Linux server installations with Hyper-V and VMware.
Write custom SQL queries for warehouse reports, order processing resolutions, and database maintenance.
Secure sensitive data within SQL databases and isolate payment network traffic to satisfy PCI-DSS requirements.
Protect and monitor client endpoints with Webroot SecureAnywhere.
Perform after-hours software/hardware maintenance and upgrades.
Configure and secure database ODBC connections and stored procedures for web access and 3rd party applications.
Create and schedule backup routines for SQL databases and shared data folders using Microsoft Data Protection Manager (DPM).
Grant Cisco VPN access to remote employees and 3rd party vendors.
Support Aloha Point-Of-Sale systems at restaurant location and facilitate 3rd party upgrades and maintenance by NCR.
Maintain inventory for all hardware and software licenses.
Administer Office 365 with AD Sync for corporate email and other collaboration apps (Exchange, Microsoft Teams, SharePoint).
Provision Azure Resource Groups and Vaults for off-site DPM protection.
Deploy and configure Cisco soft/hard phones to all new and existing employees.
Provide new hires with application training (Cisco Finesse/Web Chat, JDA Direct Commerce, AgileShip, RightFax, and other custom apps).

Confidential, San Antonio, TX

Technical Support Engineer

Responsibilities:

Provided IT support for the San Antonio Office (SAT) and remote assistance to other sites (PHX, DEN, DFW, PIT, PWM, MHT, CBG-UK).
Increased customer satisfaction rating for SAT (increased from 93% to 98%).
Monitored Infra queue for requests, tasks, and break/fix calls.
Escalated calls/requests to appropriate tier-3 or tier-4 teams.
Participated in live Internet meetings and conference calls (Change Control Board, Desktop Support, Operations Group).
Shared On-Call rotation with other tier-2 technicians (point person for after-hours IT support for all sites, including remote-user VPN support).
Completed individual and team-based projects assigned by team leader or manager.
Managed Active Directory for the SAT site.
Deployed WDS/SMS operating system images (multiplatform) and software packages.
Installed/configured various applications including Health Cam - Siebel 2000, Avaya CMS, Witness Systems Quality Monitoring, and Infra Enterprise.
Installed/configured/recovered PointSec and PointSec Media Encryption (PME).
Supported Avaya 4620/4621 VoIP Phones.

Confidential

Computer Deployment Technician

Responsibilities:

Deployed a total of 150 workstations to 3 different sites of the Health and Human Services Department (San Antonio, TX and Eagle Pass, TX).
Primary contact for project and responsible for daily status reports.
Deployment team consisted of only two on-site ARC contractors.
Performed various stages of the computer deployment procedure including: unpacking, inventory documentation, computer customization, physical computer setup, customer data backup, user profile configuration, printer and server setup, etc.
Configured Novell client registration, drive mappings, printers, and Zenworks distributed applications.
Set up a variety of state department terminal applications.
Removed sensitive data from previous computer systems using a DoD hard drive utility.

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