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System Analyst Support Level 2 Resume

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Hartford, CT

PROFESSIONAL SUMMARY:

  • Experienced System Engineer /Network Support Technician with a history of progressive responsibility, Demonstrated strengths in communication, problem analysis and resolution and work effectively alone or in collaboration
  • Successfully effected transition from midrange operator to System Engineer
  • A career - long history of learning quickly on the job
  • Adapted the computer as a memory tool - discoveries become a knowledge database, ensuring that learning is retained
PROFESSIONAL EXPERIENCE:

 Confidential

Hartford, CT

System Analyst Support Level 2

Responsibilities:
  • Technical Expertise with PBX and voice-mail systems.
  • Installation and support of VPN soft token (RSA) for all DSS
  • Analysis, design and development of communications systems
  • Network hardware and software installation and support
  • End user support - face to face and via telephone
  • Excellent customer service skills
  • Server support in a Win Server 2003 environment
  • IT Service Management (ITSM)
  • Information Security Management
  • Hardware Infrastructure and Software Distribution
  • Documents all work, including research and resolution related to service requests
  • PC, Surface Tables, Toshiba eStudio printers support
  • First point of contact for end users and Administrators
  • Install, configure, and maintain IPhone, and Android mobile devices for all DSS Investigators and Social Services state employees
  • Work with DSS Admin and Project Manager for Roll Out guidelines, issues and changes
  • Support VIP and High priority State clients
  • Implementing and supporting Avaya systems
  • Install and Support video conferencing systems for all DSS Offices Fair Hearing
  • Desktop And Laptop Support and QA, using Windows 7 and 10 32/64 bit OS
  • Traveled to all DSS State facilities in the CT area
Confidential

Wallingford, CT

Desktop Engineer

Responsibilities:
  • Desktop And Laptop Support and QA, using Windows 10 x64
  • Rollout 200+ Dell Laptops and desktops
  • ALTANA’s custom administration tool, used to interact with SCCM.
  • Support VIP and High priority clients
  • Support BYK travelers user while migration process (all over US and Germany)
  • Provide phone support in collaboration with deal helpdesk for support
  • First point of contact for end users
  • Work with Dell Admin and Project Manager for Roll Out guidelines, issues and changes.
  • Support VIP and High priority clients
  • Assigned to the created computer object using the Software Packages
  • Work with user and explain roll out procedures and prepare devices for daily setup
  • Documents all work, including research and resolution related to service requests
Confidential

Groton, CT

System Engineer

Responsibilities:
  • Domain Rollout for Exchange Server
  • Rollout 250+ Dell Laptops and desktops
  • Setup and configure APOLLO 365 office
  • Setup mailbox, Skype for business, calendars, printers, tables and cellphones under the new domain
  • Created and troubleshoot tickets using, APOLLO ticketing system
  • Support VIP and High priority clients
  • Support Dealer track user while migration process
  • Provide phone support in collaboration with deal helpdesk for support
  • First point of contact for end users
  • Work with user and explain roll out procedures and prepare devices for next day setup
  • Documents all work, on resolution related
Confidential

Berlin, CT

System Engineer / Project Manager

Responsibilities:
  • Application Support for MS Office, Citrix Xen Server, Citrix Xen apps, Microsoft Sign-on authenticator, Cisco VPN and VMware
  • Supported staff with all computer issues Hardware and software. Windows 7, Windows XP. Outlook 2010, Lotus Notes and Sametime
  • Installed, maintained, upgraded all hardware
  • Created and troubleshoot tickets using, IT Service Desk (ITSM)
  • Support NU and NSTAR user while migration process
  • Active Directory and Novell unlock, reset and changes
  • Lotus Notes mail box management such as configuration, maintenance, and back up
  • Provide phone support and virtual support using VNC viewer, Remote Desktop, Remote Assistance and Novell Console One
  • First point of contact for end users and offshore users using VDI sections
  • Using ITIL incident management cycle to troubleshoot ticket, escalate and route them accordingly in ITSM system
  • Strong knowledge of core networking protocols and applications ( DNS, NTP, DHCP, TCP/IP, LDAP, SSH, FTP, HTTP/S, OpenSSL)
  • Create knowledgebase documents and add them to knowledgebase repository
  • Use various IT tools to unlock active directory accounts and password resets
  • Quality Assurance provider
  • Support New OKTA Verification application and OKTA administrator
  • Upgrade and configure system software that supports testing infrastructure per project or operational needs
  • Ensure that the Company’s IT asset and user databases are kept accurate and up-to-date. Including administration of user’s computer accounts  (creation/modification and deletion), changing passwords, and changing users workgroup membership using Active Directory and Console One
  • Install, configure, and maintain IBM Traveler for use with BlackBerry, Iphone, and Android mobile devices
  • Provide guidelines for implementing secure systems to customers or installation teams, as well as incident management, creating and updating knowledge documents
  • Part of the Lead team for Windows 7 migration monitoring system operations to detect potential problems and trends post deployment
Confidential

Hartford, CT

Desktop Support Engineer

Responsibilities:
  • Created and troubleshoot tickets using, HP Service manager (SM9)
  • Hands on experience with asset management and inventory principles including in depth knowledge of lifecycle management of IT assets
  • Receives work from and responds, to service center tickets, walk-in or internal help requests
  • Provides local computer hardware and software support. Key Objectives and responsibilities include: help desk
  • Support/management, customer support on the desktop/laptop/network, customer service, national and local asset
  • Management, education and training of clients, compilation of records and reports related to production, machine
  • Quality Assurance provider
  • Responsible for resolving technical issues and implementation of standard technologies in the local market. May develops and shares best practices across the national network.
  • Maintenance printer and Serves
  • Manages expectations of the customer and provides quality customer service at all times.
  • Serve as a subject matter expert in the local office for a technology (Notes, network, etc.)
  • Serve as a point of contact for a local office business unit (Assurance, Advisory, and Tax)
  • Coordinate, manage and/or participate in small and medium projects that typically have local/market/regional impact
  • Complies with standard operating procedures and checklists in delivering quality solutions and service
  • MDT 2013, Image Deployment
  • Documents all work, including research and resolution related to service requests, in call tracking system’
Confidential

Desktop Support

Responsibilities:
  • Support Confidential user after Windows 7 migration.
  • Create and resolved tickets using HP Service Management ticket system
  • Created inventory list of new Lenovo’s Laptops, Desktops for new users
  • PDS team support
  • Support hardware problems with Confidential’s desktops, laptops and peripherals by coordinating support with Confidential clients
  • Report any major issue with Cigna insurance software
  • Data recoveries and ship out old equipment as need it
  • Performed Quality check for migration and keep support after 3 days on deployment
  • Support Deployment team with Windows XP to Windows 7 refresh project
  • Created inventory list of new Lenovo’s Laptops, Desktops for new users
  • Quality Assurance provider
  • Create and resolved tickets using HP Service Management ticket system
Confidential

New Britain, CT

PCLan Support Level 1

Responsibilities:
  • Create and resolved tickets using CA system
  • Created new Laptops, Desktops and Printers inventory for new facilities
  • Roll Over more then 300+ Laptops and PC’s
  • Support and Setup workstations, laptops and printers
  • Performed Safe Boot administration
  • Safe boot recoveries
  • Blackberry support And VPN token support
  • Help with new Cisco Switches and HP server rack mount and configuration
  • Provided quality customer service and support for designated equipment
  • Deploy Windows 7 image in all new Laptop and Desktop
  • Light support in Novell environment
  • Quality Assurance provider
Confidential

 Hartford, CT

Help Desk Support Level 2 / Field Tech Support

Responsibilities:
  • Support over 3,000 User all over CT area
  • Create tickets using Track-It system
  • Roll Over more then 300+ Laptops and PC’s
  • Take over mayor company project like “Give Away” for annual employees benefic
  • Server support in a Win Server 2003 environment
  • Created documentation for solutions and installations
  • Created and Unlock accounts in active directory
  • Add/remove machines from domain
  • Provided quality customer service and support for designated equipment
  • Support and Setup workstations, laptops and printers
  • Trained office staff on new office equipment and Microsoft products
  • Hands on experience with asset management and inventory principles including in depth knowledge of lifecycle management of IT assets
  • Supported clients via remote access, Track-It Software and net meeting communication tools
  • Repaired laptops, desktop and printers by all major manufacturers
Confidential

Hamden, MA

Deskside Support / Field Tech Support

Responsibilities:
  • Provided on call 24-hour support
  • Server support in a Win Server 2003 environment
  • Created documentation for solutions and installations
  • Light account management in active directory
  • Add/remove machines from domain
  • Provided quality customer service and support for designated equipment
  • Support over 80 end-users ensures proper maintenance to workstations, laptops and printers
  • Traveled to other sub-offices for support
  • Managed network security and antivirus system
  • Trained office staff on Microsoft products
  • Supported clients via remote access, VMC and net meeting communication tools
  • Repaired laptops, desktop and printers by all major manufacturers
Confidential

Plainville, CT

Desktop Administrator / Deskside Support

Responsibilities:
  • Provided on call 24-hour support for executives
  • Light server support in a Win Server 2003 environment
  • Administered and resolved printer issues at the server level
  • Light account management in active directory
  • Add/remove machines from domain
  • Unlocked NT accounts
  • Enabled/disabled NT and PC accounts
  • Granted and deleted user privileges
  • Troubleshot and corrected switch panel connection issues
  • Oversaw and managed desktop support team
  • Dispatched tickets to technicians
  • Collaborated with team in side projects and plan of attacks to resolve new unforeseen issues, document those issues, and pass along to upper support
  • Performed Safe Boot administration
  • Safe boot recoveries
  • Added users to database containers from Confidential Endpoint Encryption server
  • Remove /add Safe Boot
  • Collaborated with network infrastructure in plan of attacks
  • Created documentation for solutions and installations.
  • Blackberry support and VPN token support
  • Escalated issues to lever 3 support
  • Break/fix Dell machines
  • Responded to IT incidents and requests received from Clarify ticketed system
Confidential

New Britain, CT

Desktop Support Engineer

Responsibilities:
  • In this assignment I deployed and imaged 350 laptops\ workstations, conjunctionally providing desktop support to over 500 end-users ensure proper maintenance to workstations, laptops, printers and medical peripherals
  • Resolved service and trouble tickets pertaining to Microsoft Windows XP/Vista, Active Directory
  • Utilized enterprise software deployment and configuration management tools to manage client computing environment (Active Directory, Altiris, and LANDesk)
  • Configured and installed new network printer and medical devices.
  • Developed short term strategies and standardize for desktop solutions
  • Evaluated new hardware and software and recommend standards
  • Traveled to other hospital for support
Confidential

Hartford / Wallingford, CT

Field Dell Technician 

Responsibilities:
  • Traveled all over state to consumers and business facilities for break and fix issues.
  • Troubleshot Dell products (Desktops, laptops and Printers)
  • Escalated problems to appropriate next level of support when necessary
  • Monitors assigned service calls to ensure timely completion
  • Ensured all time reporting, expense reporting, and other required reports are accurate and submitted on time
  • Completed all administrative duties correctly and promptly
  • Met and exceed various service levels as established by assignment (calls per day, ETA’s, on-time response, administrative call closure, customer satisfaction)
  • Ensured that quality and service level goals are achieved in a timely manner 
  • Responsible for ensuring on-going maintenance and development of positive customer
  • Relationships with all business partners and customers
  • Provided quality customer service and support for designated equipment
Confidential

 Manchester, CT

Field Service Technician

Responsibilities:

  • Repaired laptops, desktop and printers by all major manufacturers
  • Traveled to support government facilities like Pratt & Whitney, Sikorsky Helicopter, Hamilton Sundstrand, and General Dynamics (Electric Boat)
  • Trained other technicians in the field on repair procedures and customer satisfaction
  • Informed customers on repairs and supporting managers and other team members
  • Explained complex repair procedures and advanced technical theories into terms everyone can understand
  • Maintained all network applications and other audit programs
  • Maintained all Dell laptops & inkjet/laser printers
  • Rolled out over the 120 laptops every year for auditors and vendors
  • Recorded and created problem tickets with a resolution for support requests
  • Supported clients via remote access and net meeting communication tools
  • Troubleshot network problems and outages 

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