Helpdesk Analyst Resume Profile

Objective

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

Confidential

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

Confidential

Lead Support Analyst

Confidential

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

Confidential

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