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Support Analyst Resume Profile

Professional Summary

I am a Level 2 multi-operating system Engineer Specializing in Unix/Linux/Apple Macintosh systems with over Seven years of experience in small, medium, and large-scale corporate environments. I have Spent the last 4 years in large scale 10,000 - 100,000 virtual and physical systems supporting global internal and external clients. My knowledge and abilities have been proven to surpass expectations not only in client service and helpdesk support, but also in research, development and implementation of new technologies. I am self-motivated, and of the mindset that going the extra mile is not to just maintain, but to exceed quality of service and an unrelenting commitment to clients is a mandate.

Skillset

  • Operating Systems: 7 years in Operating System support, setup, configuration, maintenance and upgrades focusing on Building, imaging, and deploying multiple operating systems
  • Microsoft Windows Server 2000, 2003, 2008 , Microsoft Windows 98, 2000, XP, Vista, 7 Unix Solaris 8, 10 Apple OSX 10.5 Leopard 10.6 Snow Leopard , 10.7 Lion, 10.8 Mountain Lion Linux Red Hat 7,9 Red Hat Enterprise Linux 3,4,5,6 Debian Ubuntu Linux, Backtrack Linux ,
  • Hardware: 7 years in Hardware support focusing on management, support, upgrades, and maintenance laptop, desktop, and server
  • Cisco UCS, Dell, HP, Toshiba, Panasonic, Sony, Apple/Mac, E Machines, Lenovo complete systems and system components
  • Software: 7 years Providing troubleshooting, upgrades, maintenance and Desktop support for software
  • MS Office Suite 2003, 2007 2010 , Cisco VPN Client, Cisco Anyconnect Vpn client VMWare Fusion Web browsers Microsoft Internet Explorer, Mozilla Firefox, Google chrome, Safari Apache, Tomcat, IHS, Opsware,
  • Networking: 7 years of Design 3 years Troubleshooting, maintenance, setup and configuration of networks
  • TCP/IP, DNS, DHCP, WINS, VLSM, IP Schemes, Class and classless ip networks NAT
  • Security:: LDAP Vintela NIS authentication and netgroups, Active Directory
  • Virtualization: 4 years Understanding of Virtualization technologies and Methods to configure and
  • deploy them
  • VMware Fusion VMWare ESXi 3,4,5 VSphere 4, 5
  • Languages: 3 years of debugging and writing various programming languages
  • Focusing on html 4.0 and bash scripting
  • Customer Service: 7 years Actively providing excellent customer service and client support
  • Local and Remote service calls via Phone, internet, chat, and in person

Employment History

Confidential

Unix/Linux Systems Engineer, Global Incident Management Engineering

Tier 1 Unix/Linux Systems Administrator responsible for ensuring the peak performance and optimization of Verizon Terremark's internal and external Strategic and Platinum service customers. Handled Return to service, Service request, Change request Tickets, and priority queue management, as well as monitoring server health by performing remote support via the Remote Opsware Shell. Utilized the ticketing systems Remedy and ETMS to update the clients on the status of the support tickets as well as to advise on courses of action whether it be a return to service or change request ticket .

Confidential

IT Service Analyst 3 - Engineering /Mac Specialist - Global Technical Response Center,

Level 2 Engineering Helpdesk Support. Responsible for the setup and configuration of Linux servers, workstations, and desktops Setup and modification of NFS home directories, workspace storage, TFTP storage and project spaces NIS configuration as well as LDAP authentication with Vintela Remote support via NoMachine, VNC, SSH, and Cisco Webex remote sessions

Confidential

Technical Support Analyst

Level 2 Desktop Support. Responsible for the setup and configuration of windows and Linux servers, workstations, and desktops Setup and modification of Active directory, Server 2003, Windows XP, virus remediation, network storage, network design and implementation, and physical layer installs cat5e and cat6 installation as well as remote support via SSH, VNC, Webex, Go-to-Meeting and other various remote methods

Confidential

Workstation and Network Upgrade Specialist

Paid internship - Responsible for reimaging and re-hosting the schools network of windows 98/2000/XP Machines helped install configure and lock down school Machines as part of the Schooling Process

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