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
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
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
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
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
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’
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
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
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
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
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
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
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
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