IT Specialist Resume

SUMMARY

Persistent, detailed - oriented aspiring cyber security analyst with 5+ years of experience in network monitoring and data center operations support. Results oriented with a proven track record of working collaboratively with team members both remotely and on-premise to achieve organizational goals.

TECHNICAL SKILLS

Protocols & Frameworks: OSI, TCP, DNS, HIPAA, PCI DSS

APIs & Networks: IP, LAN, ISP, AWS, Firewalls

Operating Systems: Windows, Linux

Databases: MS Access, MySQL

Management Solution: Spectrum Alert, HP Insight Manager

Languages & Software: OpenVas; Kali, MySQL, Java, Microsoft Office Suite, html/CSS, Android Studio IDE

PROFESSIONAL EXPERIENCE

Confidential

IT Specialist

Responsibilities:

Performed tier-2 installs, deployment, and support for workstations and mobile devices.
Configured and deploy new VOIP Cisco phones.
Studied documentation provided with new or revised software and took appropriate steps to perform installs
Maintained and updated system files necessary to control all aspects of system operations and access
Perform other related duties and responsibilities as assigned/required

Confidential

LEAD ENGINEER

Responsibilities:

Spearheaded training of SAP’s security procedure and certification for new hires within the NOC support team.
Increased End-To-End (E2E) support success rate with SAP’s internal Line of Business (LOB) units on high severity incidents
Actively participated in designing, development, and/or testing of new business processes (wiki knowledgebase) documentation, and new colocation rollouts.
Reduced agents’ response times by 10%. Accomplished by optimizing backend support monitoring tools to enhance the team’s productivity
Spearheaded the production of monthly utilization reports for both support teams at Newtown Square and ROT, Germany.
Monitored and provided hardware break/fix coordination support for 14,000+ servers utilizing various resources and tools.

Confidential

Analyst/Support Engineer

Responsibilities:

Monitored and supported 8,000+ servers utilizing various resources and tools.
Provided 1st level support for networking and OS issues for virtual machines and physical servers running Windows, Linux, Unix Operating System, and storage access network (SAN) devices, namely; EMC, NetApp, HP, DELL, and IBM.
Coordinated with global teams for added support and remote hands in co-locations and SAP data center.
Performed backup tape exchanges with Iron Mountain and maintained Quantum i2000 libraries.
End user phone and email support on weekends and weeknights to offset Helpdesk off hours.

Confidential

Technical Support Representative

Responsibilities:

Received and processed high priority post-sales support tickets for Lenovo/IBM laptops, think centers, tablets, and phablet on a rolling basis.
Provided remote support assistance for IBM/Lenovo employees with systems setup/configuration.
Assisted Lenovo/IBM clients with hardware and software problems, troubleshoot firmware/patches issues, owned repeat desktop and network tickets to resolution.
Provided tier 1 support to clients and internal employees, achieving a 90% success rate with excellent surveys feedback.
Configure endpoints systems employing network protocol knowledge (including TCP/IP concepts).