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Systems Analyst Resume

Minneapolis, MN

SUMMARY:

  • Systems Analyst specializing in messaging and collaboration with extensive knowledge of recent versions of Microsoft Exchange, Lync/Skype for Business and Citrix XenApp/Xen
  • Desktop, and possessing broad experience working in organizations of up to 300,000+ users.
  • Known for providing excellent customer service to both technical and non - technical users, with constant focus on helping customers maintain and improve productivity.
  • Very proficient with Exchange 2010/2013/2016 , Lync 2013, and Skype for Business 2016
  • Assisted with migrations of 10,000+ Legacy Public Folders to Exchange 2016 Modern Folders
  • Well-versed in Outlook 2010/2013/2016 troubleshooting
  • Skilled in analysis of level 1, 2, and 3 email problem tickets and recommending solutions
  • Adroit in on-demand virtualization with XenDesktop/XenApp 6.5/7.x
  • Ability to diplomatically interact with customers to quickly understand and solve their problems
  • Demonstrated ability to work concurrently on multiple projects
  • Excellent verbal and written communication skills

PROFESSIONAL EXPERIENCE:

Systems Analyst

Confidential, Minneapolis, MN

Responsibilities:

  • Function as Client Services' point person for escalated tier 3 tickets of Outlook slowness and disconnects following a corporate - wide migration to new Exchange 2016 environment
  • Perform remote troubleshooting of tier 3 email problem tickets using Remote Assistance, Lync/Skype for Business desktop sharing and Zoom to interact with customers
  • Utilize MFCMapi and PowerShell to quickly perform advanced troubleshooting of complex email issues
  • Team with Microsoft to gather Outlook, Netsh and Procdump information for root cause analysis
  • Act as Client Services' representative for Public Folder migration in environment of over 10,000 folders
  • Analyze tier 3 problem tickets involving shared mailboxes and make recommendations resulting in faster and more productive user experiences
  • Assist in solving online meeting and instant messaging problems with Lync/Skype for Business
  • Manage ticket queue using BMC Remedy PAC2000 ticketing system

Consultant/Technical Trainer

Confidential, Minneapolis, MN

Responsibilities:

  • Aided customers in designing, upgrading, deploying, and administering most recent versions of Microsoft and Citrix virtualization and productivity software (XenDesktop/XenApp, Exchange, Lync, Skype for Business)
  • Taught Citrix and Microsoft authorized technical courses to IT support staff/end users, focusing on XenDesktop/XenApp 7.x, Exchange 2016, and Skype for Business

Consultant/Technical Trainer

Confidential, Eden Prairie, MN

Responsibilities:

  • Consulted with customers in their initial design, deployment and administration of Citrix XenDesktop/XenApp and Microsoft Exchange Server
  • Provided advanced - level training to customers IT staff on Citrix XenDesktop/XenApp/NetScaler, Microsoft Exchange Server and Microsoft Lync/Skype for Business
  • Upgraded customers Exchange Server and XenApp deployments
  • Demonstrated best-practice deployments and configurations
  • Utilized as a troubleshooter for Microsoft Exchange and Citrix XenApp/XenDesktop
  • Created administrative and end-user training materials which produced
  • Consistently awarded top reviews from customers, resulting in repeat business for employer

Consultant/Technical Trainer

Confidential, Bloomington, MN

Responsibilities:

  • Assisted customers with real - world deployments of Windows Desktop Operating Systems
  • Conducted B2B training for customers IT departments, focusing on Exchange Server 2000/2003, Microsoft Active Directory, and Microsoft Internet Information Services (IIS) 4.0/5.0
  • Wrote end-user manuals to help facilitate high end-user adoption rate of new software
  • Produced repeat business from satisfied customers

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