Sr. Analyst Resume

SUMMARY

Expert Network administrator having decent experienced in IT infrastructure customer service.
Worked in highly professional environment in both dedicated and leveraged model and supported more than 30 customers across the globe.
Good knowledge of Cisco, Linux, Windows OS. Worked in 24X7 environment (On - call) for providing technical assistance.
Good understating of NOC environment with excellent software, hardware troubleshooting skills.
Great understanding and able to troubleshoot Windows desktop/laptops, Printers.
Virtuous understanding of Routing/Switching protocols like ARP, DHCP, VPN, STP, VLAN’s, DNS.
Solid understanding of LAN/WAN, WiFi, OSI/TCP model and TCP protocol.
Decent knowledge and understanding of Linux servers (Ubuntu): creating files, directories, users & providing access to users, VI/VIM, navigating through directories using CLI.
Hands-on experience in using Antivirus, Antispyware, software’s, Office 365, Active directory, Window server 2012, Domain contrller.
Able to work independently and as part of a team on various routine tasks also, proven ability to work in a team with proper planning and coordination, quick learner with excellent communication skills.
Good knowledge of ticketing tools like ServiceNow, Remedy V2/V3.

PROFESSIONAL EXPERIENCE

Sr. Analyst

Confidential

Responsibilities:

Handling customer’s day-to-day Software/Network related queries.
Installing operating system like Windows OS and other software’s and troubleshooting related issues.
Providing Desktop support to troubleshoot day to day issues for users via RDP, phone, emails.
Monitoring and providing technical support to various network devices like desktop, laptops, and other operating systems.
Configuration and troubleshooting Network printers, share drives, Emails accounts on user’s systems.
Act as a smart hand support for various network activities like installing printers, fax machines, scanners, routers, wireless routers, switches, firewalls, racks, cabinets in datacenter.
Identifying, analyzing and troubleshooting LAN/WAN related incidents in an efficient manner.
Handling various escalation by acting as a first point of contact for customers.
Worked in 24x7x365 shift environment (8 hrs. and 12 hrs. shifts), rotational On-call model, providing excellent support to customers using various tools like WebEx, LogMeIn, Phone, Emails.
Good understanding and hands-on experience in Linus server management and basic administrative task like creating/removing/checking users, directories etc. using CLI.
Checking ticketing queue for incidents, assigning and troubleshooting the issues while coordination with other teams and keeping track of SLA’s.
Maintaining monthly and weekly reports for various location regarding bandwidth utilization, device UP time reports and take back UP of configuration of all existing network devices
Participate in customers weekly update bridge calls for updating the status of all standing tickets in system. Providing suggestions for improvement in overall system within customer’s network.

System and Network Engineer

Confidential

Responsibilities:

Configuring Routers/Switches for customers, adding new routes and VLAN’s as per business need.
Managing user’s in Active directory like resetting password, unlock account, providing access to share drives, RDP access, webmail access etc.
Assigning VPN access and RSA tokens to PepsiCo customers. Mapping network shared drives on user’s systems.
Coordination with L2/L3 team and vendors for implementing new projects and sites.

System Engineer

Confidential

Responsibilities:

Worked as site engineer, handling customer’s day-to-day Software/Network related queries.
Preparing reports i.e. UP time of routers/servers, UPS.
Installing operating system like Windows, software’s and troubleshooting related issues.
Providing Desktop support to troubleshoot day to day issues for windows.
Handling a whole site and providing Level 1 support to more than 40 users.

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