System Support Analyst Resume Watertown, MA - Hire IT People

SUMMARY

Attentive IT professional skilled in computer science, project management, customer service and sales.
Accumulated experience in designing, upgrading, and installing custom software, and operating systems.
Exceptional troubleshooting skills with the ability to assess problem situations and swiftly implement resolutions.
Proficient in managing multiple tasks and projects, while maintaining a high level of customer satisfaction.
Recognized for outstanding performance.

PROFESSIONAL EXPERIENCE

Confidential, Watertown, MA

System Support Analyst

Responsibilities:

Knowledge of application, networking of system software products specific to assignment.
Responsible for analyzing and responding to system monitoring alerts with corrective action or escalating issues outside of the scope
Provide backup coverage for all incoming client support calls, emails, and web portal support tickets with a defined SLA.
Knowledge of SMPP and SMDPP connections for SMS and MMS messaging
Remedy (Incident Tracking and Report tool)
Update and verified routing, check logs and monitor BINDS
Solid understanding of UNIX platforms
Coordinate internal troubleshooting bridges for issue resolution

Confidential

Network Analyst

Responsibilities:

Add, delete and maintain user accounts on Active Directory
Maintain PCs (including hardware and software); fluency in MS NT, 2000, XP and the entire Office XP Suite
Participate in special projects, such as deploying weekly patches including Windows/Office updates & service packs if necessary;
Install and configure desktops and laptops; troubleshooting network connectivity & IP conflicts
Ability to troubleshoot over the phone & remotely with end user
New employee setup with data migration;
Provide network access involving DHCP, DNS and WINS on PCs, laptops etc
Troubleshoot all remote desktop applications which include SRA, VPN & remote desktop

Confidential

System Administrator

Responsibilities:

Infrastructure - Desktop/LAN Support, IT Asset, Network Integration, Imaging and Deployment
Migrate IBT email domain to State Street
Maintain and Configure Active Directory and machine accounts, configure file share
Permission and administer mail user accounts

Confidential

Technical Team Lead

Responsibilities:

Level II technician hired to upgrade Win 98 to Windows XP
Promoted to team lead after 2 weeks and having 5 +direct report technicians
Train technicians to image laptops and desktops using Business Desktop Deployment as well as SMS, Altiris to trigger the migration.
Instruct technicians how to QC, refresh, deploy and set up new equipment
Delegate daily instructions and monitor progress of technicians
Troubleshoot escalated tickets from clients and technicians i.e. network issues, applications, finding remapped data, Lotus Notes etc.
Tracked daily sheet and reported to manager all critical issues and status of project
Travel to other Biogen sites to facilitate deployment and train local resources (North Carolina & San Diego)

Confidential

Technical Support Analyst

Responsibilities:

Assist with desktop migrations and support during pilot and implementation of the Windows XP Project
QA desktop builds and Group policy implementation of Laptop and Desktop builds
Testing, trained and documented iSeries functionality in the Staples environment
Assist in Active Directory and Exchange 2003 infrastructure including testing, implementation, and migration
Responsible for performing on-site and remote service, repair and installations for full service IT outsourcing
Installed and configured routers, switches and WAPS
Break-Fix on printers, scanners, PCs and laptops
Rapid deployment testing and support of new software products and releases
Testing of Citrix related builds and packages and reporting to engineering team for any bugs
Connect to VMWare virtual machines using Remote Desktop

Confidential

Senior Desktop Support Engineer

Responsibilities:

Support clients in a OS 95/98/Win XP/Novell/Unix Platform
Create user accounts giving access to resources and resetting user permission and profiles
Assist users with Microsoft Outlook issues, database support and web page
Ghost and or re-image new or existing laptops and desktops
Deploy, Rollout, Migration Desktop Support from 98 to XP
Hardware, Software, installation, training, and access to product and services
Deliver functionality to desktops/laptops, network, e-mail internet, file and print,
Support for remote and traveling clients

Confidential

System Engineer

Responsibilities: