System Support Analyst Resume Gaithersburg, MD - Hire IT People

CABLE EXPERIENCE:

Cable systems, cable system network and Transmission
RF test instruments to include: Time Domain Reflectometer (TDR), Volt Ohm Meter (VOM), Signal Level Meter (SLM), and Signal Leakage Detector
Cable Theory pertaining to Hybrid Fiber Coaxial Networks

SOFTWARE EXPERIENCE:

Linux
RedHat
Crystal Reports
Microsoft Suite
Active Directory
Remedy
Siebel
C++
Visual Basics.

EXPERIENCE:

System Support Analyst

Gaithersburg, MD Confidential

Responsibilities:

Provided technical and functional support for the Fosse Property Management System (PMS) for North American customers
Provided troubleshooting and network setup of supported printers (Infoprint, Lexmark, HP)
Provided troubleshooting and support of IBM E Servers, drives, and cables
Performed PC reimage and top offs of Lenovo site kiosk
Managed relationships wif third party vendors in support of interfaces (connected to head end server (Voicemail, Call Accounting, PBX, Movie and HSIA, Key lock, Point of Sale, etc)
Created HDX articles for submission per year for associate self help
Acted as SME for (BBx, BMC Remedy, Active Directory, Darwin, Foose
Trained team of 31 on above systems
Maintained communication wif customers to ensure continued success wif system
Presented monthly metrics of all completed work for billing
Participated in structured and self - guided training of applications, brand standards, system changes, and procedural changes
Served as a stop-gap for breakdown in workflows and advised escalations when needed.
Maintained Escalation of critical issues to Seniors and Managers
Supported all activities relating to the identification and remediation of non-compliant PC’s on the Marriott network
Implemented problem solving strategies for products/services to IR clients
Installed and maintained the following Marriott networked systems: Big Fix, Asset Insight, and Trend Micro
Created reports and ran queries of properties wif non-compliant computers using MS Access, which accelerated the efficiency of the Compliance Desk
Monitored MAARK1 which utilizes both Layer 3 (IP-based routing) and Layer 2 (LAN Ethernet) to track and record device information by connecting directly to the client listening ports via TCP/IP
Provided ID security access to various systems and applications (Network access, Active Directory, Mainframe, WebEx, PeopleSoft)

Field Service Technician

Frederick, MD Confidential

Responsibilities:

Diagnosed and conducted complex repairs and upgrades
Installed and removed system and subsystems and implemented engineering field changes
Installed and tested desktop and laptop products
Migrated information and peripherals from old computer to new computer
Performed backups and restore of basic software errors, installed updates and patches, detected and eliminated PC viruses

Regional CPE Coordinator

Bethesda, MD Confidential

Responsibilities:

Managed new hire orientation according to BDO CPE requirements
Created regional/local training schedules and course catalogs
Maintained CPE database
Coordinated state and national recording and reporting of CPE compliance for regional offices
Generated CPE reports for all individuals during the review period
Coordinated the submission of compliance data to National and other state/local organizations

Customer Service Team Leader

Confidential Frederick, MD
Responsibilities:

Managed teams call stats and assisted supervisor in day to day duties
Answered a maximum of 50 calls daily
Resolved escalated calls, BBB complaints, and canceling clients
Acted as a liaison between client and clients’ creditors
Served as client’s financial advisor
Assisted in company’s ISO certification

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System Support Analyst Resume

Gaithersburg, MD

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