Tier3 Network Analyst Resume

SUMMARY:

Extensive experience ensuring the effective and efficient operation of IT functions for large offices.
Skilled in all areas of desktop/laptop/ Mobile devices/Iphone/Ipad/Network Printer/Confidential Enterprise Server support from initial setup and deployment, Citrix/Virtual machine/ user training, troubleshooting, maintenance documentation and implementation.
Proven track record of meeting and exceeding project goals and timelines. Excellent working relationships with peers, customers and executives. Works comfortably in a fast - paced environment, and has strong analytical skills.

TECHNICAL SKILLS:

OS: Windows 7,8,10 Citrix Xen App, VMware

Hardware: Dell/HP desktops, laptops tablets, Ipad, HP/Dell/Canon network printers, Blackberries/Wireless Configuration/Mobile devices.

Software: MS Office 2010 /2013 (advanced level) Outlook/Exchange/IBM Lotus notes Virtualization/ Good for Enterprise/ Cisco Call Manager/Unity Manager/Communicator, VPN/ Remedy, BMC ticketing system, Altiris, SMS, SCCM,RSA, Symantec Encryption, Ghost Image, Bomgar, Active Directory, Microsoft Exchange, Configuration Manager, Portal Administration/ Blackberry Enterprise Server or BES.

Elaboration of Technical Skills:

Proficient with setting up and troubleshoot wireless devices, such as Blackberry, ipads/ Iphone all mobile devices.
Proficient with REMEDY/BMC/SNOW (ServiceNow) ticketing system and Support External user via remote desktop using tools such as Dameware,SCCM,EDMP, Altiris, SMS, Bomgar, RSA,VPN.
Support Windows 7,8,10, Citrix, VMware/ Dell/HP desktops, laptops tablets, HP/Dell/Canon network printers.
Advanced Level Support of MS Office 2010/Outlook2013/Exchange/IBM Lotus notes /Blackberry Enterprise Server/Mobile Devices such as IPhone/Ipad /Cisco Call Manager/Unity Manager/ Symantec Encryption, Ghost, Active Directory, Virtual Machines, Daas, Citrix, Cisco, Configuration Manager, Portal Administration.Providing excellent technical support to the internal and external end user with a 100 percent satisfaction rating

PROFESSIONAL EXPERIENCE:

Tier3 Network Analyst

Confidential

Responsibilities:

Support all Anthem Blue Cross Blue Shield applications, Cisco router, Mobile Devices, Messaging System,AVAYA phone,VPN,Blackberry Enterprise Server and Devices, Citrix Client Xen App, Active Directory, Snow (Service Now) ticketing system, All Windows Environment, Microsoft Product Outlook 365 Office 2010, 2013 including Microsoft Lync and Skype for Business/
Support Work from home users using Dameware, Lync,SCCM,EDMP to remotely into their pc
Provide technical support to my team working back log when needed.

Tier3 Network Analyst

Confidential

Responsibilities:

One stop shop for all PC and mobile devices problem.
Provide Technical support to surrounding Frederick County area, helping end user to install programs/ All Microsoft products/Troubleshoot any personal computer virus/engaged with all Mobile devices issue.

Rockville, MD

Tier3 Network Analyst

Confidential

Responsibilities:

Provide Tier3 Application support to the HGS customer base with a 100 percent satisfaction rating.
Administrator of Blackberry Enterprise Server (BES) for 1000+ users
Provide guidance and training to junior team members.
Managed/Monitor REMEDY/BMC ticketing system to make sure all open ticket is routed to proper technician.
Implementation and maintaining Virtual machine to different sites.
Support Executives while working remotely or overseas.

Beltsville, MD

Software/Hardware Desktop Support 2 Specialist

Confidential

Responsibilities:

Proficient with setting up and troubleshoot wireless devices, such as Confidential devices
Proficient with Confidential and remote desktop support tools such as Confidential.
Handled an average of 1,300 calls to the Help Desk a year, with an average closing of 2.5 days per ticket.
Circle of Excellence 2001, Spirit of Excellence Award 2000 and multiple nominations by the Company Confidential Wireless

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