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System Support Analyst Resume

Watertown, MA

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:

  • Provide telephone support on the AS/400 platform
  • Support remote applications monitoring and diagnosis
  • Install Software updates, patches and release notes
  • Escalate procedures to ensure prompt resolutions of challenging support issues

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