Network Support Specialist Resume Lake Forest, IL - Hire IT People

SUMMARY

Network Support specialist with 3+ years of experience managing enterprise class networks with an extensive background of tier - 1, tier-2 desktop support. I am currently extending my knowledge of networking by studying for my CCNA certification and am looking to apply my acquired knowledge to help others succeed.

PROFESSIONAL EXPERIENCE

Confidential Lake Forest, IL

Network Support Specialist

Responsibilities:

Monitors, identifies and resolves third - level production issues and server/service failures.
Contributes to the process of creating and maintaining current Network Operations process documentation.
Performs continuous analysis of production applications, systems monitor and server availability.
Monitors, triages and assign items in the IT queue to appropriate team SME's.
Analyze network data to determine network usage, disk space availability, or server function.
Identify the causes of networking problems, using diagnostic testing software and equipment.
Document help desk requests and resolutions.
Provide telephone support related to networking or connectivity issues.
Basic Cisco L2/L3 switch administration.
Firewall Administration (Cisco ASA5520, ASA5585).
Experience with NetFlow, WhatsUp Gold, ServiceDesk Plus, Office365 Administration.
Work directly with MPLS provider for changes/outages.
Experience with VMWare ESXi, vCenter, HyperV, Microsoft Azure.
Cloud based network management with Cisco Meraki.
Coordinate major incident events.
General administration within multiple citrix farm environments including; Citrix XenApp, Publishing server apps, Citrix Studio, Citrix Director.
Support 50+ XenApp servers and 100+ published apps, includes v5, v6.5, and 7.x farms.
Maintain 1,000+ Virtual Desktops via XenDesktop v7.x, PVS 7.x & ESXi 5.x Hypervisors.
Network administration including; DNS, DHCP, Active Directory, Group Policies, Radius.

Confidential Lake Forest, IL

Support Center Analyst

Responsibilities:

Provide Tier 2 support for desktop hardware and software.
Complete and close incidents and services requests in a timely manner.
Update incidents and service requests within agreed response times.
Build and manage hardware images across all desktop platforms.
Install, configure and maintain a wide range of operating systems including Windows XP / 7 / 8.1 / 10
Create and recommend ways to streamline process and improve efficiency.
Identify and drive the remediation of systemic system issues (avert escalation)
Resolve issues related to remote access including VPN, Citrix, email, and network access.
Train and onboard new coworkers in the department.
Mentor existing coworkers on technical issues.
On - site, off-site and telephone support for all defined Executive personnel.
Provide remote support for national remote office locations.
Provide white-glove, concierge service for Executives.
Communicates with Network Operations and Development teams to escalate advanced issues.
Primary support contact for key "on floor" technology such as printers, laptops, desktop and mobile devices as their use pertains to defined Executives and their support staff.
Maintains current knowledge of technological trends and news relevant to hardware, software, training, and processes of the Desktop Operations team.

Confidential Lake Forest, IL

IT Helpdesk

Responsibilities:

• Respond to requesrove day-to-day operations of the Service Desk (Tools, Policies, Procedures, etc.).
ts for technical assistance and records, tracks, monitors and troubleshoots incidents, security and service requests following defined incident management process.
Diagnose and resolve technical hardware and software issues.
Communicate incidents between IT and end user, advises user on appropriate action and updates end user on any updates on requests and provides status and progress on resolution.
Identify and escalate situations requiring urgent attention and coordinates with 2nd and 3rd level support by following escalation process.
Provide desktop support for all national offices.
Communicate high - impact technical issues to management and present possible solutions to resolve problems.
Proactively look for ways to imp
Setup / Repair / Maintenance of end - user computing equipment and servers.
Testing and troubleshooting of system configurations and patch levels.
Deployment of applications and configuration changes.
Responsible for VOIP and cell phone setup and maintenance.
Assisted in product development, assembling hardware, and initial setup & testing for digital merchandising product line.
Responsible for ordering computers and peripheral equipment for internal company use.
Responsible for internal cabling for phones and computer networks.
Responsible for setting up new employee s environment such as desk phone, cellular phone, computer, email accounts, and AD accounts.
Application programming and database design (SQL/MYSQL)

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Network Support Specialist Resume

Lake Forest, IL

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