IT Analyst Resume

PROFESSIONAL SUMMARY:

Extremely motivated technical support professional skilled in troubleshooting, analyzing and resolving complex technical problems.
Proven ability to handle multiple simultaneous end user service requests with complete accuracy. Adept at working well independently or with a technical support team.
An excellent communicator, can relate well with people at all levels. Now looking to further an already successful career by working for an ambitious and growing company.
Superior troubleshooting abilities for desktop operating systems and software
Extensive proficiency with computer software, hardware and associated operating systems
Exceptional familiarity with networked and computer based systems
Strong communication and client interaction skills
Knowledge of Microsoft Exchange

PROFESSIONAL EXPERIENCE:

Confidential

IT Analyst

Responsibilities:

Monitor Remedy Ticketing System
Manage the development and implementation of standards, processes, and systems required to deliver high quality and consistent support
Manage the implementation of methodologies that continuously improve first call resolution, customer perceptions and foster strong client relationships.
SQL Server 2008R2/2012 support data analysis inquiries, identify performance issues and document data work flow.
Validated configuration standards for Active Directory domain controllers for directory security
Involved with Microsoft engagements and remediation for Active Directory Risk Assessment Program (ADRAP), Active Directory Security Assessment (ADSA), and Group Policy Object Risk Assessment Program (GPORAP) that ensured the Family Dollar Active Directory is operated and supported in alignment with Microsoft best practices.
Collaborated with networking teams to ensure successful deployment of network infrastructure.

Confidential, NC

Technical Support Engineer

Responsibilities:

Provided 2nd and 3rd level technical support to client's
Consult directly with customers and vendors to support and maintain enterprise level data center environments.
Host configuration and troubleshooting of SAN and NAS connectivity for Linux and Windows Server operating systems.
CIFS and NFS setup, configuration, and troubleshooting for storage controller and host side systems.
Various Operating Systems (Windows XP/Server 2003/7)
Monitor Active Directory performance and synchronization
Installation and support for host based NetApp proprietary systems management and backup solutions.
On - call emergency support for customers needing assistance with the failover/failback process, including data retrieval and configuration of restored servers in the cloud

Confidential

Customer Support Technician

Responsibilities:

Provided Tier I and II helpdesk support for the Confidential
Remedy IT Ticketing
ed for reimaging and installing Windows Vista Service Pack (SP2) on over 600 workstations
Resolved customer issues regarding hardware and software issues,
Assisted end users with password resets, locked accounts, software installations, mainframe glitches, printer problems, TCP/IP, Blackberry support, VPN, Outlook, and Microsoft Office Excel and Access
Served as point of contact for vendors regarding network issues
Managed outages, and escalated calls as needed

Confidential

Information System Specialist

Responsibilities:

Interfaced with human resource employees, providing technical support
Acted as point of technical contact for over 500 employees in a call center environment
Installed Postal software, SAP, Remedy, memory cards, dual monitors, hard drives also patch network, telephone and printer cables
Responsible for resolving tickets in daily operation, providing tier levels I,II and III customer service for problem resolution
Managed technical solutions for new communications/upgrade computer requirements
Led planning, designing, and implementing of IT Systems

Confidential

Sr. Account Specialist

Responsibilities:

Promoted to Collector Roundtable Committee as Sr Account Specialist by consistently being one of the top performers handling more complex accounts and escalations.
Served as first line of contact to diagnose, troubleshoot and resolve complex technical issues.
Responsible for maintaining reports to track productivity and system performance.
Created detailed documentation of business processes which were used to train end-users of the application.
Minimized losses by maintaining relationships and providing exemplary customer service to our customers.