SWACC Service Desk Resume

SUMMARY:

Dedicated, detail - oriented individual with technical education and good communication skills seeking a Junior Level System Administrator position.

TECHNICAL SKILLS:

PROFESSIONAL EXPERIENCE:

Confidential

SWACC Service Desk

Responsibilities:

Manage ITSM Queue and facilitate the routing of ITSM Tickets.
Identify and communicate known errors, work-arounds, advanced trouble-shooting techniques, infrastructure or domain issues, and incident trends to service desk supervisor, staff and other functional leads
Provide front line customer Service Desk support, responding to and resolving user, computer, and network issues.

Confidential

Tier II Desktop Support

Responsibilities:

Install and configure user based software
Use elevated privilege to manage user accounts in active directory.
Image, install and configure PC’s and any peripherals
Troubleshoot issues during VPN experience
Manage mobile devices and user accounts through GOOD Mobile Device Management.
Resolve issue pertaining to Microsoft 365, and Sync Center for offline file access.
Provide a professional IT experience for users during troubleshooting process.

Confidential

Watch Officer

Responsibilities:

Manage Server clusters using Veritas Cluster Manager and EMC AutoStart
Provided support for disaster recovery to ensure stability of networks and functions on a monthly basis.
Responsible for Event Management across all technical platforms (Server, Network, Storage, VMware, etc.).
Monitor and report on File share and Databases for functionality.
Document and monitor Failover COOPs

Confidential

Fiber Customer Support Analyst

Responsibilities:

ProvideCustomer service to all customer inquiries by taking ownership of issue reported
Use Remote Assistance to assist non-technical user.
Apply knowledge of networking components, IT skills, and troubleshooting abilities to help Confidential ’s Business customer with their broadband DSL and POT Lines
Troubleshoot to resolve Email Client configuration errors, DHCP connection errors and WAN/LAN issues
Support network features such as TCP/IP configuration, Static and Multiple Static IP routing, configuring firewalls, Port Forwarding, NAT and wireless configuration

Confidential

Network Infrastructure Technician

Responsibilities: