SUMMARY:

BA, ITIL and CompTIA A+ certified professional with years of experience providing software, hardware, and client/server and networking technical support. Proven success working in high - volume, 24x7 technical support team. Demonstrated strengths in rapidly diagnosing, troubleshooting and resolving client issues. Consistently praised for communicating effectively with both technical and nontechnical users. Known for excellent problem-solving skills and patience in dealing with frustrated users.

TECHNICAL SKILLS:

• Technical Troubleshooting
• Hardware Configurations
• Offshore Team Collaboration
• Active directory Admin
• Software Installs
• LAN Connectivity
• Problem Diagnosis
• Phone & Online Support
• Client/Server Models
• Preventive Maintenance
• User Training/Support
• Customer Service Complaint Handling
• Manage and/or participate in the
• Analysis, design, developmentTesting, training, implementation
• Support of business application
• Software: MS Office, Cisco Call manger, instant messaging software; VMware applications
• Mobility: Apple, Androids and Blackberry Support
• CallTracking Tools: HEAT, Remedy, Foot print, CA Service Desk, Service Now
• Hardware: PCs, Laptops, Telephony Systems, Printers, Routers, Modems
• Networking: LAN & VPN/Remote Connectivity, TCP/IP
• Platforms: Windows, Unix, Citrix

PROFESSIONAL EXPERIENCE:

Confidential

Snr. IT Analyst/System Admin

Responsibilities:

• Amadeus application support
• CS2 Administration - Closing and opening stations via CS2.
• Supporting ATP boarding & bag Tag printer support.
• SAAS application support
• Kiosk Administration.
• Dell Technician hardware support.
• Active Directory Admin
• Exchange Administrator.
• Ground OPS support’
• Inflight Support
• Active Directory admin
• AirWatch Admin
• MobiControl Admin
• Exchange administrator
• Assist in the evaluation, selection,
• Acquisition, installation, maintenance
• Operation of strategic & cost-effective technology solutions.
• NOC Support
• PowerShell Scripting
• SCCM Analyst
• Deployment Tech/ windows Imaging

Confidential

Sr. Configuration management Analyst / System Admin

Responsibilities:

• Assisting program or process development and implementation
• Office 365 deployment
• Developed solutions to a variety of problems of moderate complexity
• Deploying 365 to 4 000 users
• Deployment with Kase Software Deployment tool
• Consulting on project team
• Providing updates daily via Lync meeting
• VM Ware Support
• PowerShell Scripting
• 365 Support Level 3

Confidential, Houston, TX

Sr. It Analyst /System Admin

Responsibilities:

• Office 2010 - 2013 office 365 support
• Troubleshooting enterprise application
• Supporting internal user via 100% phone
• Escalating tickets via Service Now
• Keeping Track of tickets until completion
• Active directory admin Creating and Maintaining user accounts enabling and disabling in AD
• AT&T Premier Mobile support
• Verizon Corporate Mobile support
• IPhone & IPad mobile support
• Service Now Queue Coordinator and lead
• Network Analyst
• SCCM Support

Confidential, Houston, TX

Technical Support

Responsibilities:

• Open and close service requests, as well as manage the classification, assignment, tracking, and completion of requests.
• Troubleshoot multiple enterprise applications including: e-mail, calendar/scheduling, word processing, spreadsheets, presentations, Internet browsers; as well as department-specific specialized applications.
• Active directory administration
• Trading Floor support
• User management - New Account setups
• Home rep/OSJ Branch manager setup

Confidential, Houston, TX

Senior IT Analyst / System Admin

Responsibilities:

• Windows 7 Migration install & support
• Office 2010 - 2013
• Supported Office 365 Cloud apps, user training.
• Oil & Gas application support
• Blackberry junior Admin c
• Active directory admin Creating and Maintaining user accounts enabling and disabling in AD.
• Exchange SME Analyst - Creating users email account long with distribution list and mailboxes
• Cisco OTP Analyst
• SCCM Application admin
• Cisco Voice Admin setting and creating accounts for Cisco IP device.
• Mobile Device Support
• SAP Documentum Support
• Installing and adding applications to SCCM and HP software manager
• Webbits Support and installation
• Perform installations and configuration of VPN on laptops
• Documentum SAP install, configuration and support
• VPN Administrator, Net-labels Support
• McAfee EPO Admin

Confidential

Senior IT Analyst

Responsibilities:

• Windows 7 support
• Blackberry Administrator, IOS, Android
• Marimba Administrator
• ArcGIS Application Support
• Lync, Mobile device support
• Remote Access Support
• Active directory admin Creating and Maintaining user accounts enabling and disabling in AD.
• Cisco Unity Connection Junior Admin
• Office 2010 support, Printers support
• Customer Support Phone and Desktop
• Cisco Call Manager (ACD Junior Supervisor)
• Supporting Oil & Gas Application
• SAP Admin (Password reset Only)
• Service Now Queue Admin

Confidential, Houston, TX

IT Analyst

Responsibilities:

• Windows 7 Migration install & support
• Office 2010 Install & Migration
• Oil & Gas application support
• Blackberry junior Admin,
• Active directory admin Creating and Maintaining user accounts enabling and disabling in AD.
• ConCur expense link Admin
• Lotus notes migration to Outlook
• SAP Documentum Support
• Installing and adding applications to SCCM and HP software manager
• Webbits Support and installation
• Perform installations and configuration of VPN on laptops
• Documentum SAP install, configuration and support
• VPN Administrator, Net-labels Support
• Remedy, Active Directory Admin, Remote Access Support
• McAfee EPO Admin

Confidential, Houston, TX

Data Centre Service Analyst

Responsibilities:

• RAS Remote Admin, Portia Admin Support
• Server Monitoring (Windows 2003-2008, Unix)
• Oracle Financials Support, Citrix Server Reboots, Data Center support
• PeopleSoft Admin, Blackberry Manager Support, Voicemail password Reset, Microsoft Suite application support,
• VM Reboots Citrix Application installs, Open view Network Node manager, Software Support and installation. Solar Winds Monitoring, Compaq Insight Monitoring, Batch Jobs processing, VERITAS backup.
• Window 7 Support, Office 2010 Suite support
• Ensure Data Center Systems business apps servers up and running.
• Performs escalation evaluations problem management team.
• Ensures communications regarding escalations are planned with MIR3 alert system
• Network Support