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Helpdesk Analyst Resume Profile


To continue to further my career in the field of Information Technology Support

Work Experience

Network Engineer Confidential

  • Dealt with critical events including site and system outages
  • Configured Cisco and Aruba switches for our access sites over 1000 locations
  • Provisioned Aruba wireless access points and RAPs for use in warehouses, office space, and home offices and shipped them to the appropriate locations
  • Supported our Collegeville Data Center by mounting / racking new devices, connecting the appropriate cables, and removing older devices
  • Monitored the IM network using Solarwinds, Cisco ACS, AT T Business Direct, Cascade by Riverbed, NetDisco, Cacti, Rancid, Aruba Airwave, and SmokePing
  • Utilized Infoblox to manage subnets and IP Addresses
  • Worked with AT T and DSR technicians during LAN Migrations, ANIRA Netgate backup implementations, SIW9 failover testing, and router Class of Service changes

Business Analyst


  • Served as the primarily support employee for the Record Center Optimization and Transportation Performance Reporting data warehouses
  • Recommended and coordinated enhancements for these systems and performed all QA and User Acceptance Testing throughout the SDLC
  • Utilized JIRA an Agile platform to track system issues and enhancements
  • Compiled and posted Performance Measurement Excel reports for all of IM's Business Lines
  • Utilized Accenture's Standards Pro to calculate activity target times for all IM warehouses
  • Created and updated buildings within IM's primary system, SafeKeeper Plus SKP
  • Maintained a database consisting of all Iron Mountain Buildings and Time Clocks

Systems Specialist


  • Systems administrator for SKP and Airclic's Performance View software
  • Created, modified, and terminated accounts in those Systems
  • Utilized the programming platform Progress to initiate Customer ID changes

Lead Support Analyst


  • Promoted to Team Lead after one year
  • Assisted other analysts with any of their issues or questions
  • Resolved or reassigned all incidents in our ticket queue
  • Troubleshot Outlook, Windows issues, hardware malfunctions, and VPN Connectivity
  • Utilized HP Service Manager call-tracking software
  • Dealt with critical issues, such as WAN outages and system failures
  • Supported remote hardware including terminals, thin clients, scanner guns, and printers

Helpdesk Analyst


  • Assigned to the Software Support Team at Wyeth's Great Valley Facility
  • Received helpdesk calls on this module primarily concerning Novell GroupWise e-mail system, all components of Microsoft Office, Visio, Project, and Adobe Acrobat
  • Provided with the opportunity to assist Field Sales Representatives after my first year
  • That role consisted primarily of VPN remote access and SAP Travel and Expense support

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