Support Analyst Resume Profile

IT Support Technician

Skills

Technical Skills	Experience	Expertise
Coordinates Agency Telecom carrier operating group activities	20 years	3 - Expert
Prepare schedule requests for agency telecom services and equipment	20 years	3 - Expert
Work trouble tickets and coordinates site-surveys	20 years	3 - Expert
Review completed work order and trouble ticket resolutions for completeness	20 years	3 - Expert
Provide support and assistance to agency personnel and technicians	20 years	3 - Expert
Stage equipment to be used in fulfillment of work orders	20 years	3 - Expert
Procure replacements, stock as appropriate, maintain inventory records	20 years	3 - Expert
Basic understanding of state-of-the-art telecom technology equipment	10 years	2 - Proficient
Create and/or maintain accurate complete databases	20 years	3 - Expert
Troubleshoot, diagnose, resolve and document technical service requests	20 years	3 - Expert

Employment History:

Confidential

Technology Support Analyst

Responsibilities:

Coordinate with clients, System Administrators, IT Manager and Help Desk Manager to escalate and resolve complex problems.
Participate in proactive team efforts to achieve and support company objectives.
Answer, evaluate, and prioritize incoming telephone, voice mail, email, and in-person requests for assistance from clients experiencing problems with MPR computers, operating systems, application software, network systems, printers and telephones Tier I/II
Interview clients to collect information about problems and lead users through diagnostic procedures to help determine the source of error
Provide training to clients regarding computers, operating systems, application software, network systems functions and procedures and communication devices
Provide assistance to clients in the proper use of computers, operating systems, application software, network systems, and communication devices
Log and track calls using helpdesk software to ensure timely resolution and follow-up
Identify, research, resolve, and document computer, operating system, application software, and network problems hardware and software
Setup, install, configure, and upgrade computer and network hardware and software
Design, plan and implement organizational migration from Windows XP to Windows 7
Provide daily administration of Project View client sites including site creation, adding user accounts and resolving access issues
Maintain Active Directory including creation of new accounts, account modifications and password resets
Perform administrative programming on the CISCO Call Manager Version 8.6
Serve as Software Assurance Administrator for all Microsoft, Adobe and Autodesk products
Contact vendors to request service and technical support regarding products.
Manage IT assets and supplies utilizing the Dell KACE pc/desktop management appliances

Confidential

Responsibilities:

Recruited to establish and manage newly created Information Systems department.
Oversee companywide efforts to identify and evaluate all existing technology systems.
Collaborate with former technology vendor to provide smooth transition from outsourced Tier I/II support for in-house and remote users.
Oversight of the vendor selection and management process, contract negotiations, project and network management
Created Disaster Recovery/Business Recovery Plan
Development and deployment of corporate technology infrastructure and applications
Formulated a six-month plan to standardize all desktop hardware and software which included utilization of remote desktop support
Facilitated the installation of a Sonic Wall firewall to firewall VPN solution to incorporate the South Carolina office into the Domain

Confidential

Responsibilities:

Budgetary Forecasting for Information Technology
Instituted network security standards via installation/configuration of Sonic Wall, Barracuda Spyware, and Barracuda Spam firewalls
Devised a plan to standardize all software and hardware to decrease service calls, and help desk support o Facilitated individual and group based training programs for all employees
Implemented an organizational plan for migration to a Windows 2000/2003 domain from NT 4.0, which included an upgrade to Exchange Server 2003 from Exchange 5.5
Reduced spending on IT and outsourced web expenses by over 90,000 in three years
Primary contact for Avaya and AT T inquiries involving voice and data communications via T1 o Strategic planning and development for Information Systems in an organization growing in staff by 10-15 a year
Performed technology assessments to enhance operations and standardize services.
Oversee IT operational infrastructure and deliver technology resources to fulfill project requirements.
Management of On-Site registration at Annual National Conference

Confidential

Responsibilities:

Needs Assessments and Acquisitions
Hardware/Software upgrades and installations o Production Scheduling
Training
Network Management and Administration
PC and Printer Maintenance

Confidential

Responsibilities:

System Configuration Management IBM RT w/PICK OS
Hardware/Software upgrades and installations
Hardware/Applications Software maintenance
Primary Vendor liaison for IT supplies o Supervisory responsibilities for the Data Entry section
Production coordination and timely completion of all departmental requests Computer

Confidential

Responsibilities:

Systems Management o Supervised part-time computer operators
Production control and scheduling

Confidential

Responsibilities:

Operations management of the Data Processing Department

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