Systems Analyst Resume Minneapolis, MN - Hire IT People

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